Paid Insurance excess on courtesy car - Work not carried out
Discussion
OK, update time...
I went in to the Dealer first thing this AM, with a witness. I laid out what I had, asked them for an explanation, highlighted how 'annoyed' I was, told them I wanted to give them a chance to investigate and determine why this has happened, but that I fully expect my money back.
The manager I was dealing with made no attempt to fob it off and accepted that, on the face of it, it looked like a Smart repair had been carried out. He promised to investigate fully and then get back to me no later than 5 PM with the outcome. I was happy with that and left.
Fast forward to just before 5 PM, the manager phoned me. In sum, he has confirmed the car had a Smart repair, conducted by the Dealer group's in-group company and accepted what I had said happened, had happened.
Apparently the reason for this was because a new sales manager had been appointed the week after the ding happened and, as part of inspecting the stock, told the shop floor to get the chip repaired. The Service Desk woman who I dealt with initially, forgot, to tell him a customer had already paid an excess for the repair and, as time went on, it disappeared into the noise and was forgotten. He was absolutely certain, having spoken to the majority of the people involved, that this was just down to unfortunate human error, rather than deliberate dishonesty.
As a result of all this, he then offered to fully refund my money and give 50% off my next service. I view that as entirely satisfactory, so accepted.
So, to round this off, thanks to those who took the time to post, my bank account will soon be looking a bit healthier and i'm now off to have a beer!!
I went in to the Dealer first thing this AM, with a witness. I laid out what I had, asked them for an explanation, highlighted how 'annoyed' I was, told them I wanted to give them a chance to investigate and determine why this has happened, but that I fully expect my money back.
The manager I was dealing with made no attempt to fob it off and accepted that, on the face of it, it looked like a Smart repair had been carried out. He promised to investigate fully and then get back to me no later than 5 PM with the outcome. I was happy with that and left.
Fast forward to just before 5 PM, the manager phoned me. In sum, he has confirmed the car had a Smart repair, conducted by the Dealer group's in-group company and accepted what I had said happened, had happened.
Apparently the reason for this was because a new sales manager had been appointed the week after the ding happened and, as part of inspecting the stock, told the shop floor to get the chip repaired. The Service Desk woman who I dealt with initially, forgot, to tell him a customer had already paid an excess for the repair and, as time went on, it disappeared into the noise and was forgotten. He was absolutely certain, having spoken to the majority of the people involved, that this was just down to unfortunate human error, rather than deliberate dishonesty.
As a result of all this, he then offered to fully refund my money and give 50% off my next service. I view that as entirely satisfactory, so accepted.
So, to round this off, thanks to those who took the time to post, my bank account will soon be looking a bit healthier and i'm now off to have a beer!!
A good outcome, well done mate!
To be fair, his explanation sounds plausible - to you it's a lot of money & big deal, to them (especially with a change of staff) this is the sort of thing lost in background noise.
No one's bonus/commission/focus/direction will have been on the smart repair & your insurance contribution so it isn't really a priority for anyone - tis just human nature & no doubt what most of us would have done in a similar situation with similar priorities/pressures!
To be fair, his explanation sounds plausible - to you it's a lot of money & big deal, to them (especially with a change of staff) this is the sort of thing lost in background noise.
No one's bonus/commission/focus/direction will have been on the smart repair & your insurance contribution so it isn't really a priority for anyone - tis just human nature & no doubt what most of us would have done in a similar situation with similar priorities/pressures!
TwigtheWonderkid said:
That's a very generous outcome. I'm sure if they'd apologised, said the smart repair came to £125 and offered to refund you the £375 you were entitled to, you'd have accepted.
So good for you.
I think that offer would be the bare minimum that would have been acceptable, but due to the time involved and how it could potentially look, I was expecting the full amount. Full amount plus service is beyond that, so yes, that's more than I expected and entirely fair.So good for you.
Mike_Mac said:
He was absolutely certain, having spoken to the majority of the people involved, that this was just down to unfortunate human error, rather than deliberate dishonesty.
As a result of all this, he then offered to fully refund my money and give 50% off my next service. I view that as entirely satisfactory, so accepted.
Hmmm...I bet they're smarting at having been caught out.As a result of all this, he then offered to fully refund my money and give 50% off my next service. I view that as entirely satisfactory, so accepted.
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