Process completed. Problem unresolved.

The wiper blades on my leased vehicle were worn out.
The car had been sitting for six months before I took delivery—low mileage,
visibility is now limited.

Lease includes maintenance & wear and tear; wiper blades are explicitly covered.

So I submitted a request to the authorized service center.
Response: Cost coverage denied.

Reason: First registration was only six months ago. New wiper blades are due after twelve months at the earliest.
My mention of the current visibility issue?
Not covered. Please contact the dealer who arranged the lease.

Several hours away.
My question over the phone:
“So now what? What do I do now?”

The answer: “I don’t know.”
I didn’t want a free service.
I wanted a solution.

For me, this experience symbolizes a larger problem:
Compliance with procedures trumps problem-solving.
Bureaucratic red tape trumps the customer’s interests.
Rigid procedures trump common sense.

The good news:
The independent repair shop just around the corner.
A quick look, parts ordered, installed by the afternoon.
And they even threw in a really good cup of coffee for free.

That’s exactly how we work at TEN Information Management GmbH:
Problem-solving before process.
Context before a one-size-fits-all approach.
Responsibility before passing the buck.

And yes: we serve coffee here, too.
But what’s even more important: genuine problem-solving expertise.

With that in mind: Here’s to a customer-focused 2026.