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It really is all about honesty Posted by Chadwick [Email] (#569) [Profile/Gallery] (more from Chadwick) on Thu, 13 Jun 2013 21:05:01 In Reply to: When mechanics damage cars. . ., Name Left Blank, Thu, 13 Jun 2013 10:53:22 Members do not see ads below this line. - Help Keep This Site Online - Signup |
If we mess up, we admit it. It's not worth losing you as a customer in the long run. You own a car, it's going to break, we want to be the ones that fix it. However, stuff happens that's out of our control, and we don't cover any of that... such as additional parts that break during repair due to their old age or poor condition. We learn to quote for the common stuff that we can pretty much is going to break when doing a job that is unrelated to the failure we're fixing, but there's still unforseen things from time to time.
Amazing how much a shop who doesn't specialize can do, though. Some repairs almost look like the car was vandalized. I can't count how many reverse lockouts I've repaired because someone couldn't figure out how to get the shifter in to R.
Two incidents within the past year or so come to mind.
1. Changing a blower on a 9-5 and had a tool slip off a wiper arm and crack the windshield. Shit. Call customer, say oops, put a windshield in it on our dime. Obviously we damaged it, so we'll fix it.
2. Customer drops 9-3SS off after hours for a headlight replacement and some other minor work. Windshield is cracked when we bring the car in. Customer picks up car and claims we cracked the windshield. Had nothing to do with it. Wants us to cover it. No way. Could have been a small spider crack or something. Either way, no technician went near it, we're not covering it, nor are we required to. Ended up paying for the glass and customer paid for labor just out of good faith (and we get a hefty discount on glass replacement as a shop). Take the loss now, make it back five fold later.
We're a small shop and we like happy customers, so again, if we break it, we'll fix it.
->Posting last edited on Thu, 13 Jun 2013 21:07:25.
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