A couple of months ago we fitted new strut top mounts to a customer's A class becuase of a clicking noise when steering.
Last week the car came back with the same issue.
We sent the car to Brentford for a warranty claim (it's necessary to submit the whole car in order to get warranty on parts) and they sent me an email saying that the noise was coming from the steering column, it was £1800 to fix it and we owed them £168.00 for diagnosis!
I asked for a breakdown of the £168.00 and was told it was for "road test and putting the car on a ramp to inspect steering column"
I replied that it took 10 seconds to diagnose a failed steering column and needed neither road test or ramp. In any case, they were not asked to examine any part of the car other than the failed top mounts. I suggested they go back and examine the top mounts and submit a warranty claim.
The replied "As a gesture of goodwill we'll cancel the diagnostic charge. We have examined the top mounts and can find no fault, please come and collect the car".
We recover the car, confirm our original diagnosis, install new top mounts (supplied by them) and the fault is gone.
I sent an email advising of the facts and that I had video evidence of the before, during and after confirming the fault.
They replied "Thanks for the update, we stand by our diagnosis"
So, I've given the car back to the customer with the new top mounts FOC and swallowed the cost.
Why have I swallowed the cost? Because it's thanks to their incompetence that my business continues to flourish!
Thanks MB Brentford!:bannana:
Last week the car came back with the same issue.
We sent the car to Brentford for a warranty claim (it's necessary to submit the whole car in order to get warranty on parts) and they sent me an email saying that the noise was coming from the steering column, it was £1800 to fix it and we owed them £168.00 for diagnosis!
I asked for a breakdown of the £168.00 and was told it was for "road test and putting the car on a ramp to inspect steering column"
I replied that it took 10 seconds to diagnose a failed steering column and needed neither road test or ramp. In any case, they were not asked to examine any part of the car other than the failed top mounts. I suggested they go back and examine the top mounts and submit a warranty claim.
The replied "As a gesture of goodwill we'll cancel the diagnostic charge. We have examined the top mounts and can find no fault, please come and collect the car".
We recover the car, confirm our original diagnosis, install new top mounts (supplied by them) and the fault is gone.
I sent an email advising of the facts and that I had video evidence of the before, during and after confirming the fault.
They replied "Thanks for the update, we stand by our diagnosis"
So, I've given the car back to the customer with the new top mounts FOC and swallowed the cost.
Why have I swallowed the cost? Because it's thanks to their incompetence that my business continues to flourish!
Thanks MB Brentford!:bannana:
