And Then The Fight Started....

[Baron_Samedi]

Right, a little context....

Got my W209 some Brabus lowering springs from Mercedes Retail for a storming price and wanted to get them installed.

No problem, the job is straightforward, no need to trouble a dealer or specialist - after all Protyre know all about this stuff and I did clearly ask them as to their ability to carry out the work.

So... roll onto yesterday and I have arrived at Protyre in Westbury for the 1pm appointment.

At 1.30pm they work out that they don't have the locking wheel nut... okay that's solved by a proper look in the boot for the little black box.

At 3pm (approx) I am warned that they don't have the proper tool to unfasten the strut.... cue much anxiety and old school berating and they hunt high and low for the tool and call all kinds of people...

At around 4.30pm they confess that they can't get the tool and ask what I want to do. After much thinking about doing nasties with the tools they do have, I tell them to reassemble the car and I would sort things out myself.

At 5.20pm I finally leave the premises (having paid nothing..) in a car that now points skyward but sits rather nicely at the back!

Question is... what would you do next?

 

[nick mercedes]

Question is... what would you do next?

Fly down to Ollie and get him to do the fronts?

 

[Baron_Samedi]

Hmmm, nice idea.

I'll find out if he can do it before the weekend!

Gonna write a snottogram to Protyre HQ too.

 

[ShinyF1]

Fly down to Ollie and get him to do the fronts?

Agreed - best option by far

 

[Baron_Samedi]

I already feel a twit for using Protyre

This mistake will be remedied in future.....

My letter to Protyre HQ is in the works, which is a shame as they have been really good!

Cheap MOT's (£30) and the only electronic wheel alignment for miles around (remember that I live in the sticks)

 

[ShinyF1]

I already feel a twit for using Protyre

This mistake will be remedied in future.....

My letter to Protyre HQ is in the works, which is a shame as they have been really good!

Cheap MOT's (£30) and the only electronic wheel alignment for miles around (remember that I live in the sticks)

Have used the Slough branch for tyres before and very good for that and simple alignment [NOT CASTOR ADJUSTMENT].

 

[Baron_Samedi]

In all honesty, how £$%^&&* simple is changing springs?

Good service in other respects is why I trusted them...

Given that they do alignment, I would probably wait six months and go back. All the staff will have been rotated by then

 

[Dieselman]

My letter to Protyre HQ is in the works, which is a shame as they have been really good!

So why send it then...??

The situation is far from ideal but all you really got was some wasted time, they fitted the rear springs for free and haven't damaged your car, so...

 

[Baron_Samedi]

Well, if I were unhappy with your work, wouldn't you want to know in order that you could improve your process?

Not every letter is a cause for complaint.

 

[Dieselman]

I thought they hadn't got a special socket, not did something wrong, so don't see a process improvement/training/work ethic issue here.

They are unlikely to stock every special tool for every make and type of car.

If I was sending the letter (which I wouldn't), I would say they did a great job of what they did and attempting to obtain the correct tool, but unfortunately they couldn't so the Manager allowed the partial fitment for free, which was fantastic service.

Obviously his efforts were wasted if a complaint then follows, he should've stuck you with a bill.

I see this all the time and it's ALWAYS the customers who you do special favours for and don't charge when you should that complain.
But the grass roots staff won't forget, it REALLY pee's them off..

If you were unhappy you should've said at the time, then left it.

 

[BlackC55]

I have the correct tool and correct spring compressor (special type)

Let me know If I can help.

 

[Baron_Samedi]

You have a PM

 

[EDZ649]

So why send it then...??

The situation is far from ideal but all you really got was some wasted time, they fitted the rear springs for free and haven't damaged your car, so...

Surely its a matter of principle? They said they could do it but they couldn't, probably without checking first. It's high time companies stood up to be counted. Lets face it, customer care and service really sucks in this country!

 

[jaymanek]

hello? they didnt even charge for doing the rears if i understand the situation.. thats a few hours labour for nothing!! Why are you complaining...

 

[Mudster]

hello? they didnt even charge for doing the rears if i understand the situation.. thats a few hours labour for nothing!! Why are you complaining...

I have to say that's my feeling too.

I'd feel agreived in your situation if I were presented with any sort of bill, but as you weren't it's a fair deal...the rears fitted for free.

 

[stevesey]

Tend to agree - my definition of Customer Service contains a big chunk of "how well things are handled when things go wrong". OK they took on a job they didn't have the tools to complete, but in terms of the way they handled it - they kept you informed and did not charge for the work they completed. Not a bad result all things considered.

 

[Baron_Samedi]

Perhaps I should clarify.

I didn't pay because the workshop expect *me* to get the lock nut tool and come back to have the rest of the work done.

The tool... turns out to be more than just a modified socket as you need a different spring compressor that they clearly weren't prepared to supply.

So... lets look at the whole thing in a nutshell.

The garage took on a job that they weren't capable of doing and... didn't check their tooling before starting the job. Major fail in my view...

They kept me over four hours for the privilege of learning their inability.

I now have to spend more money and lose working time to correct the situation.

Add some other things I learned today... like the car not sitting evenly and a crease in the passenger door a chipped door edge and dirt in my car.

So... I didn't get charged £40 for the time taken to fit the rear springs. I have incurred way more cost in lost work and I have to arrange fitment of the remaining springs with the resultant cost and lost work time.

A job that should have cost circa £140 is now going to end up costing well over £300.

Plus I have to sort out issues of their carelessness.

I think that someone in their company needs to know that their process is flawed before another customer learns the hard way.

 

[Frank O' Phile]

hello? they didnt even charge for doing the rears if i understand the situation.. thats a few hours labour for nothing!! Why are you complaining...

I have to say that's my feeling too.

I'd feel agreived in your situation if I were presented with any sort of bill, but as you weren't it's a fair deal...the rears fitted for free.

But what would you prefer, half of a half ar$ed job done for free, or the job done right first time and paid for?

 

[Rob77]

Quote:

Originally Posted by Baron_Samedi

I'm actually hoping that a mod comes along and locks this thread.

I have no affiliation with Protyre but issues like this should be aired by PM and not in public.

Hahaha

Couldn't resist

 

[BlackC55]

Mmmm There is more to come.

I had the car in today. Wait to hear what I found......