Ever Since You Fixed My...

[Joe Marconi]

"Ever since"....Those dreaded words! If I never hear those words again, it will be too soon. Right? Well read on....See if you have ever heard a story like this:

 

A few months back, one of my techs could not open the driver’s door on a Jeep Wrangler, which was scheduled for service. Since the customer was waiting, we asked the customer about the door and she replied, “Oh the door always sticks; you have to wiggle the handle just right, half the times I climb in on the passenger side”. After a few tries, the tech, clumsily climbed into the driver’s seat from the passenger side.

 

After the car was finished the service manager walked her out to the Jeep to see if she could open the door. She couldn’t and climbed in through the passenger side. My manager asked, “Are you sure you don’t want us repair that for you?” She replied, “Not now”.

 

This same customer came in the other day for another issue she was having with her brakes. I clearly saw her climb over the console and exit the jeep through the passenger door. She needed a brake line repair, which was repaired the same day and all went well. I actually road tested the car and also had to climb over the console. Not as easy a task at 57 years old as it was when I was in my prime! The customer came a little later to pick up the car. Again, she entered the Jeep thru the passenger side and climbed into the driver's seat.

 

She called today and guess what she asked us? She said, “What did you do to my door? Ever since you fixed my brakes, now my door is broken”. My manager was speechless. He replied back, “The door? You mean the one you could not open and I saw you climb in and out of on the passenger side a few times? The door that I asked you if you wanted us to repair for you? That Door”? She replied, “Well, I used to get it open once in a while, now I can’t get it open at all”.

 

After a long conversation, the customer didn’t push the issue, but I don’t think she was happy. I know what you are thinking, but you can’t make this stuff up. You have to laugh to keep your sanity, I guess.

[FROGFINDER]

I have been known to fix the door on the first visit as a courtesy. If i can solve a problem like that for say $100.00 or less i may just do it. I ask for prayers and referrals and i am soon blessed.

 

[xrac]

"Ever since"....Those dreaded words! If I never hear those words again, it will be too soon. Right? Well read on....See if you have ever heard a story like this:

 

A few months back, one of my techs could not open the driver’s door on a Jeep Wrangler, which was scheduled for service. Since the customer was waiting, we asked the customer about the door and she replied, “Oh the door always sticks; you have to wiggle the handle just right, half the times I climb in on the passenger side”. After a few tries, the tech, clumsily climbed into the driver’s seat from the passenger side.

 

After the car was finished the service manager walked her out to the Jeep to see if she could open the door. She couldn’t and climbed in through the passenger side. My manager asked, “Are you sure you don’t want us repair that for you?” She replied, “Not now”.

 

This same customer came in the other day for another issue she was having with her brakes. I clearly saw her climb over the console and exit the jeep through the passenger door. She needed a brake line repair, which was repaired the same day and all went well. I actually road tested the car and also had to climb over the console. Not as easy a task at 57 years old as it was when I was in my prime! The customer came a little later to pick up the car. Again, she entered the Jeep thru the passenger side and climbed into the driver's seat.

 

She called today and guess what she asked us? She said, “What did you do to my door? Ever since you fixed my brakes, now my door is broken”. My manager was speechless. He replied back, “The door? You mean the one you could not open and I saw you climb in and out of on the passenger side a few times? The door that I asked you if you wanted us to repair for you? That Door”? She replied, “Well, I used to get it open once in a while, now I can’t get it open at all”.

 

After a long conversation, the customer didn’t push the issue, but I don’t think she was happy. I know what you are thinking, but you can’t make this stuff up. You have to laugh to keep your sanity, I guess.

 

You can't fix stupid, cheap, or dishonest.c

[Gonzo]

there's a story in my book, ("Hey Look, I Found the Loose Nut") that has a similar situation. It was over a transmission that didn't have reverse. You'll have to read the story... it's exactly the same type of a situation. But I like Franks answer... Ya can't fix Stupid... LOL

[Type S Zero]

So, Joe.....what did you guys do to her door on her previous visits ??!

[Joe Marconi]

So, Joe.....what did you guys do to her door on her previous visits ??!

 

Routine services and apparantley the door worked ok most of the time...but when it didn't we did approach the customer.

[Jeff]

Wendsday I replaced the water pump and timing belt on a Kia with 120k on the clock. Valves were a little noisey when I pulled it into the bay. Checked the oil, was ok. Called the lady and she informs me that it does that, usually when she needs oil ! The car does have some oil leaks, mostly from the valve cover. Now so ya know I generally dont bow down to customers...like ya said ya cant fix stupid. Anyway finish the job, road test ok and call the customer. When she picks up she starts the car and remarks it has to need oil because it only does that when its over a quart low. Check again and it is in the good range. She leaves and in minutes calls me to say the oil light is on. Returns with the same valve noise and an oil light. Check oil pressure and it hardly moves the gauge, needs an oil pump. And of course since I worked on it last......!!! I kinda feel sorry for the lady...single mom, dead end job, no family, etc. So for the sake of good karma, PR, how ever ya wanna call it I am going to install an oil pump no charge. I will say the owner is in contact with hundreds of people a month so I am hoping it will pay back in good referals.

[xrac]

Wendsday I replaced the water pump and timing belt on a Kia with 120k on the clock. Valves were a little noisey when I pulled it into the bay. Checked the oil, was ok. Called the lady and she informs me that it does that, usually when she needs oil ! The car does have some oil leaks, mostly from the valve cover. Now so ya know I generally dont bow down to customers...like ya said ya cant fix stupid. Anyway finish the job, road test ok and call the customer. When she picks up she starts the car and remarks it has to need oil because it only does that when its over a quart low. Check again and it is in the good range. She leaves and in minutes calls me to say the oil light is on. Returns with the same valve noise and an oil light. Check oil pressure and it hardly moves the gauge, needs an oil pump. And of course since I worked on it last......!!! I kinda feel sorry for the lady...single mom, dead end job, no family, etc. So for the sake of good karma, PR, how ever ya wanna call it I am going to install an oil pump no charge. I will say the owner is in contact with hundreds of people a month so I am hoping it will pay back in good referals.

 

I think all of us has done this type of thing but I honestly think most of us probably do too much of it. Hopefully this is not a lengthy job labor wise. Personally I think you should at least get the cost of parts and oil. To do the whole thing for free indicates a potential malfeasance on our part. You know that this situation is probbaly due to her lack of maintenance.

[Joe Marconi]

Wendsday I replaced the water pump and timing belt on a Kia with 120k on the clock. Valves were a little noisey when I pulled it into the bay. Checked the oil, was ok. Called the lady and she informs me that it does that, usually when she needs oil ! The car does have some oil leaks, mostly from the valve cover. Now so ya know I generally dont bow down to customers...like ya said ya cant fix stupid. Anyway finish the job, road test ok and call the customer. When she picks up she starts the car and remarks it has to need oil because it only does that when its over a quart low. Check again and it is in the good range. She leaves and in minutes calls me to say the oil light is on. Returns with the same valve noise and an oil light. Check oil pressure and it hardly moves the gauge, needs an oil pump. And of course since I worked on it last......!!! I kinda feel sorry for the lady...single mom, dead end job, no family, etc. So for the sake of good karma, PR, how ever ya wanna call it I am going to install an oil pump no charge. I will say the owner is in contact with hundreds of people a month so I am hoping it will pay back in good referals.

 

We have all been down this road and I feel for you. I just hope that she knows this is not your fault. We take it on the chin so much in this business. I remember a few years back I had an issue with my stomach; the Doc gave me medicine that made me real sick. He said, “stop taking it”, but charged me anyway. Why is it different in our business?

 

You are a good person, that's why you are doing this for free. I have a lot of respect for you and for each and every shop owner out there. We have proved time and time again that we are people of integrity. This is one of the reasons I started AutoShopOwner and dedicate this site to helping other shop owners. Let’s hope next time a bell will go off that will save you from this.

 

And, don’t worry, good deeds come back to you.

[Jeff]

Wanted to update ya'all. When I pulled the car back into the shop the valve noise was gone. Pulled the oil pan as the first step ans WALLA full of sludge. In removing the timing belt it was necessary to raise and lower the engine. That was enough to wash all the crap into the sump. Took pictures and called the customer. Gave her an option of cleaning and reinstalling at no charge or paying for the new pump. She didnt have any money so you know the rest. i did have her sign a waiver that removed any liability from me. Did my good deed for the day! Thanks for all your support !

[xrac]

Wanted to update ya'all. When I pulled the car back into the shop the valve noise was gone. Pulled the oil pan as the first step ans WALLA full of sludge. In removing the timing belt it was necessary to raise and lower the engine. That was enough to wash all the crap into the sump. Took pictures and called the customer. Gave her an option of cleaning and reinstalling at no charge or paying for the new pump. She didnt have any money so you know the rest. i did have her sign a waiver that removed any liability from me. Did my good deed for the day! Thanks for all your support !

 

No doubt the oil changes have been neglected.

[Joe Marconi]

No doubt the oil changes have been neglected.

 

Well you got to the bottom of this, but it still stinks. The sad part is you are taking responsibilty for something that is not your doing. But, I would have done the same thing. Shop owners are better people-people than we are business-people.

 

I don't mind taking care of people either, but it would be nice to have a week once in a while where all we do is make a profit.

 

Maybe, we answer to a higher authority?

[Jeff]

Ya know Joe thats what I told a friend. When I am standing I front of St. Pete at the Pearly Gates and he is running down the list of all the, shall we say, mistakes, maybe I will get a few free passes.