A Problem with My Van : The Quick Repair Service of a German Carmaker

Pablo and his wife have five children. As they like traveling by road with the whole family, often including the grandparents, they decided to buy a German van with nine seats. On October 24, 2005, Pablo took the van to the a dealer to have the spare key repaired. But the spare key was not ready until 5 weeks later.Pablo sent this case to the CEO in Spain of the carmaker and he got the following reply:Having read very carefully what you grandly describe as case, I have the following comments to make:I recommend that in future... you use the official complaints form or get in touch with customer service.The action of posting your quot;casequot; ... seems to obey demagogic or exhibitionistic instincts rather than the ethical precepts to be expected of a professor.Certainly, at Northwestern University, where I did my postgraduate work, the Ethics Committee would never have allowed faculty to give students a personal case.What action plan would you recommend to Pablo?