Posted by Daniel
Dear Volkswagen,
I have wanted to purchase an EV for several years now, and after watching hundreds of YouTube videos, listening to countless podcasts and conducting all manner of internet research, I had concluded that the iD4 Pro S might be the perfect vehicle for me.
But...I was terrified. In fact, I had nearly placed an order on-line more times than I can remember, but my questions and fears proved insurmountable and I could not "pull the plug" and make it happen.
That is...until that cold Saturday on January 14th, when I stepped into Northampton VW (MA) and was greeted by Eric Barrera and his sunny smile. Eric instantly made me feel at ease with his friendly disposition, taking the time to listen to my disorganized ramblings and seeking to really hear and understand my needs. He clearly was also exceptionally well-versed in the technology and particular features of the iD4, and provided answers to my many, many questions. Perhaps more importantly, Eric never made me feel pressured at any time throughout the experience.
After test driving an iD4 and his stellar introduction to the product, Eric was attempting to assist me place an order for a 2023 iD4 when he received a message from VW that he had not seen before: "no additional orders for the iD4 were being accepted." Naturally I was instantly filled with regret that I had missed my window of opportunity, but Eric assured me he would use every resource at his disposal to identify a vehicle meeting my specs, and promised to call me when he had.
I had originally anticipated waiting many months for Eric to locate a vehicle, so imagine my great surprise when I received a phone call Monday morning informing me that a vehicle meeting my criteria had just been delivered to the dealer. The next day I came into the dealership and signed the requisite paperwork and loan documents, and had every expectation that I would be driving my new car before the end of the week.
When Eric telephoned the following day I expected to hear that my vehicle was ready. Instead, Eric regretfully informed me that the vehicle I had "purchased" the previous day was actually a rear wheel drive, and he had remembered that I had been very specific about wanting an all-wheel drive. He urged me not to worry...that he thought there might be another delivery within the week that would be the trim I wanted.
Even as Eric explained this to me that morning I remember feeling excessively grateful for this rare example of honesty and integrity. Since I had already signed the paperwork, and that car with that VIN had been insured in my name, I wondered how much easier might it have for been for someone less scrupulous to ignore this pesky detail? In reality, how long might it have taken me to discover the truth? Having never owned an EV, might I have simply taken ownership and thought only "these EVs suck in the snow!"? By the time I discovered my car was in fact a rear wheel drive, Eric might have made any number of excuses (i.e., that he had told me the car was rear wheel drive when he hadn't, or that I had not been clear about this detail when I had).
Simply put, Eric did the right thing, even when the right thing was hard to do...and I was blown away!
The conclusion to my rambling "love letter" is just this:
1. I am now a proud EV owner and that is a really big deal to me;
2. I have confidence in the quality of my new vehicle and am already thrilled with its performance (although the lack of essential infrastructure and reliable high speed charging is an entirely different story!); and, most importantly:
3. I have what feels like solid trust in Northampton Volkswagen.
And undeniably, I have Eric to thank for these literally transformative outcomes!
The iD4's performance and excellent reviews may have first captured my attention and brought me through the door that day, but it was Eric's patient approach, belief in the product and unimpeachable integrity that sealed the deal!
I had expected to receive some invitation from VW to complete a survey related to my recent purchase, and if one had come I would have rated my experience as superlative in every regard. When no such survey presented itself I nevertheless felt I must express my very high opinion for Eric's outstanding skill and for his unique role in bringing my dreams to life!
Very truly yours,
Dan Harrison
[email protected]