Confused managers, poor functioning brackenfell branch

App**** for financing(28th) of car (approved) on the 28th Dec and was second in line. A period of of 72 hours was given to the first buyer which have meant that the period lapsed on Friday morning( what I was told after following up everyday whereby I got phone records). Technically I should have been contacted after the 72 hours, never happened and the car was sold on 4 Jan. According to Damien martin the new purchaser Mr Naidu paid cash today for bmw z4. Damien phones the regional manager Tinus and he says nothing can be done( meant buzz off). I explain that there needs to be some compromise accountability and responsibility. He was under impression car was delivered to the first buyer as well. I wonder if the sales manager has daily check in with the floor staff to see status of sales. What makes this evening more interesting, he asks what solutions do I propose. As a manager you need to come up with solutions Examples include i can offer you a similar car and fix up the issues with car or R10- 20k discount on your purchase. Branch should take the responsibility even if it means discount on a next purchase and absorb a loss(its not always about target and sales). Why do customers have to think for experienced sales managers and regional managers. This branch needs to be sorted out due to incompetence and failure to understand customer satisfaction. These managers need conflict, negotiation and customer satisfaction skills. I propose HR send them for training and national operational manager get involved to sort out the issues. If you leave it at the branch and regional level it will be swept up and you will have more disgruntled customers