到很好的回应，并询问我是否可以就安排他的车辆进行紧急服务预约进行一些询问，以及我可以对租借车辆做些什么，这让他暂时平静下来。
In conferring with personnel at Mr. Smith’s dealership, I was informed that as a result of his warranty coverage that did not include roadside assistance, future problems could not be handled any differently unless he took the option. After considerable discussion with the dealership management and service department we arranged an immediate service appointment and under the circumstances I was able to secure a dealer vehicle for Mr. Smith to utilize. Mr. Smith was called back and advised of the preceding points, he was pleased to hear of the loaner vehicle and immediate service appointment request, but indicated that road side assistance for a new car should be an included item and not one subject to additional purchase. Mr. Smith’s visit went according to plan and when he was called the next day after picking up his vehicle, I was thanked for resolving issues he came to find out were not a part of his service contract. He indicated that despite the problems, getting him service for non-covered items was changing his mind about a car company that he thought he had made a mistake on.
在与Smith先生经销商的人员协商时，我被告知，由于他的保修范围不包括路边救援，除非他选择，否则未来的问题无法以任何不同的方式处理。在与经销商管理和服务部门进行了大量讨论后，我们立即安排了一次服务预约，在这种情况下，我为Smith先生安排了一辆经销商车辆。Smith先生被召回并被告知了上述几点，他很高兴听到借出车辆和立即预约服务的请求，但表示新车的路边援助应包括在内，而不是额外购买的项目。史密斯先生的访问按计划进行，当他取车后的第二天接到电话时，我很感谢他解决了他发现不属于他的服务合同的问题。他表示，尽管存在这些问题，但让他为非保险项目提供服务改变了他对一家他认为自己犯了错误的汽车公司的看法。
Subsequent investigation into the problems encountered by Mr. Smith uncovered that Volkswagen was having quality control problems resulting from the new facility located in Puebla, Mexico. Globalisation, as well as newer technological aspects included in their vehicle had upped the manufacturing degree of difficulties with respect to including features such as cruise control, automatic windows with multiple settings, variable speed air conditioning and automatic temperature control settings, fuel injected engines and other features that are commonplace fixtures in the American vehicle market. It was subsequently uncovered that Volkswagen’s J.D. Power and Associates quality rating for that model year reflected the problems associated with incorporating this new plant into the production line, as well as the fact that the model was a new design. In that year, the average number of problems that were reported in the J.D. Power survey per one hundred vehicles averaged 158 (The Car Connection, 2000). The survey was conducted among a sampling of 47,000 owners representing 2000 model year cars and light trucks showed that the Volkswagen Jetta scored 238, compared to the average of 158, with the largest Passat ranging in at 162, and the new Beetle hitting 170. Only the Jetta was being manufactured at the Mexican facility during that period (The Car Connection, 2000).
随后对Smith先生遇到的问题进行的调查发现，大众汽车在墨西哥普埃布拉的新工厂存在质量控制问题。全球化，以及他们的汽车中包含的新技术方面，增加了包括巡航控制、具有多种设置的自动车窗、变速空调和自动温度控制设置等功能的制造难度，燃油喷射发动机和其他在美国汽车市场上常见的固定装置。随后发现，大众汽车J.D.Power and Associates对该车型年的质量评级反映了将这家新工厂纳入生产线的相关问题，以及该车型是一种新设计的事实。在那一年，J.D.Power调查中报告的每一百辆车的平均问题数量为158个。这项调查是在代表2000年款汽车和轻型卡车的47000名车主中进行的。调查显示，大众捷达的得分为238分，而平均得分为158分，最大的帕萨特为162分，新款甲壳虫为170分。在此期间，只有捷达在墨西哥工厂生产。
Inquiries into the company’s warranty and roadside assistance program indicated that the requirement for this aspect had not been an issue in prior models as reliability had always been a model strong point. Historically, Volkswagen had manufactured vehicles in Germany and the reliability factor was insignificant in terms of assuming the internal costs for such warranty features as road side assistance, which at the time was a feature generally reserved for higher priced vehicles such a GM Buick, Oldsmobile and Cadillac models, as well as Mercury, BMW, Mercedes and similar vehicles. The company’s service department was converting to a nationalized computerized program whereby service request projections could be correlated against last visits, new car purchases and scheduled appointment
