I was directed to this link by one of our customers.
Jonathan, I'm sorry to hear you feel you have to come on here and write this.
You phoned last week to say it was running rough, we said to bring it in anytime convenient with yourself and we would take a look, you then didnt show on the Friday. We did wonder why. Then I was directed to this, after checking dates etc and realising it was yourself, we are quite surprised.
You came to us on the 16th May 2015, the booking in the diary shows "injector blow, rough running".
We diagnosed a faulty injector, water pump and v belt also required, all common issues on the 646 engine. We also found the oil seperator on the rocker cover, leaking and drawing in unmetered air, which would not help running matters.
You authorised us to do the injector, water pump & v belt. Leaving the rocker cover at this stage, as you couldnt afford it at that moment in time. We explained to you then why it was important that the rocker cover was remedied.
We have found that when the injectors over inject, the weakest link to go is the injector seal. And our findings over our many years working on this engine type, is that when you reseal the injector, it can highlight the injector over injecting when it shouldnt. You did book in for rough running too, as per the booking.
So we replaced the injector which was massively out of tolerance, only after trying to calibrate the quantity corrections first, which obviously failed.
We then coded the injector and set about the quantity correction factors.
Fast forward to 5th Sepetmber 2015, and you book in for the rocker cover. We replace the rocker cover, whilst doing so we notice slight signs of blow on the other injectors, nothing masjor. But as part of rocker cover job, we clean the injectors, fitting new washers and stretch bolts. We then again carry out injector calibrations because factors have now changed, there is no longer any unmetered air entering. I think this is where you question why we are doing this now, and questioned price with Will. We came to an agreement and didnt charge anything for injector calibration at this point.
May I point out, that the requirements of calibration etc where required due to all 4 injectors now being completely sealed, and unmetered air no longer entering via the breather system.
Fast forward again to 2 weeks ago, approx 5th Nov, and you called and spoke to one of my lads, stating it was running rough again. I instructed him to tell you to bring it in when was good with yourself, at no point was any charge discussed or even thought of. And we would not have charged you a penny, if it was just a case of injector recalibration. You then didnt show on the Friday 6th. Then I was pointed to this thread yesterday.
I'm sorry you feel you needed to post this, but the claims that we undid work to then try to charge are quite absurd, and we take offence to that.
If the correction factors were out, and as you put "reversed" by us, then the car would not have run right from pick up on the 5th September, and I'm sure you would have returned the car the next day, as anyone would expect. But it was 2 months after, 5th Nov that you called to say it had started running rough again.
None of your issues are down to our workmanship, or any job we have undertaken. And I'm sorry to hear you had more issues.
We as a business strive to first & foremost to do the job right, we try to bend over backwards for customers, forget the implications of the modern internet era where people can post negatives on forums, but the moral standing and our integrity as a business take over. Basically we treat every customer as we would like to be treated.
We are transparent as a business and we have approx 12-20 cars through our doors everyday, and take pride in the fact that many of our customers we now class as friends.
We also understand that you cannot please everyone, and I will try to analyse the reasons why you are unhappy to better our business.
I would like to offer the oppurtunity for you to return to us and come in and have a chat with myself, we would like to rectify and repair relations with you. We dont want to lose customers or see people go away unhappy, and I apologise again if you feel this way.
Thanks for taking the time to read.
Shane
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