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RickM

Customer supplied parts

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I am seeing more and more customers coming into the shop with their own parts or wanting us to estimate labor and they will bring the part. We had a car in the shop today with an overheating complaint. We found the cooling system low and pressure tested the system finding a leaking part. We have had a bad experience replacing this part with aftermarket in the past and now only use OEM. We priced this repair to the customer on the phone and they agreed to the repair. They called back a few minutes later and said they had called a parts supplier (I wont mention the company) 25 miles away and could get the part for almost 1/2 of my price and wanted to know what the labor would be. My wife explained to the customer that we had previous problems installing this part aftermarket and only installed OEM with a 1 yr parts and labor warranty. She advised her that sh could bring her own part but their would be no labor warranty. The lady was upset but stated that she wanted the labor warranty and to go ahead with the repair. How do you guys handle this type situation? Customers supplying their own parts (usually wrong) are killing me. Thoughts and comments?

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