What would you do...
Discussion
... if after quoting (in an e-mail) for major service + sparks + brake fluids, and taking the car in last week, the OPC called to say that they had given you the wrong prices and it was going to be £500 more than they quoted?
If I did that to my customers I'd be told where to go in no uncertain terms!
So do I hold them to the quote? If so will they cut corners or "find" more work to make up the margin? Am I opening up a can of worms? Or can they just refuse to do the work and give me the car back?
Or should I try to reach a compromise? If so, what?
Just interested in your thoughts.
If I did that to my customers I'd be told where to go in no uncertain terms!
So do I hold them to the quote? If so will they cut corners or "find" more work to make up the margin? Am I opening up a can of worms? Or can they just refuse to do the work and give me the car back?
Or should I try to reach a compromise? If so, what?
Just interested in your thoughts.
JapanRed said:
Even the best of us make mistakes. Try to compromise somewhere in the middle. If you're not happy take elsewhere.
There are mistakes and there are prices 50% more A mistake is missing a air filter price off the bill.
How does a service quote then become £500 more ?
People ask for quote to get a good price and they decide where to take it after the quoted price.
I am seeing this in all area though, I have lost jobs to quotes being more expensive, then the company who won he job
Never do the job at the quoted price, so my quote would have been cheaper and won in the 1st place !
I would pay the quoted price only that's what I plan and buget for.
There are 'Quotes' and there are 'Estimates'.
In my line of business, and I thought that it was generally accepted elsewhere, is that a quote is binding (as long as no information had changed) and that an estimate is flexible.
If what the OP got was a quote, then it is unfair for the garage to renege on it. The quote forms the basis of a contract; it's their offer and you have accepted. A main dealer should be big enough to take the hit for their mistake and maintain goodwill.
Havig said that, I share OP's concern that if the garage is held to the contract then corners will be cut.
If trust has been lost, then best go elsewhere.
In my line of business, and I thought that it was generally accepted elsewhere, is that a quote is binding (as long as no information had changed) and that an estimate is flexible.
If what the OP got was a quote, then it is unfair for the garage to renege on it. The quote forms the basis of a contract; it's their offer and you have accepted. A main dealer should be big enough to take the hit for their mistake and maintain goodwill.
Havig said that, I share OP's concern that if the garage is held to the contract then corners will be cut.
If trust has been lost, then best go elsewhere.
WizzBang said:
There are 'Quotes' and there are 'Estimates'.
In my line of business, and I thought that it was generally accepted elsewhere, is that a quote is binding (as long as no information had changed) and that an estimate is flexible.
If what the OP got was a quote, then it is unfair for the garage to renege on it. The quote forms the basis of a contract; it's their offer and you have accepted. A main dealer should be big enough to take the hit for their mistake and maintain goodwill.
Havig said that, I share OP's concern that if the garage is held to the contract then corners will be cut.
If trust has been lost, then best go elsewhere.
Quotes are usually offered with the small print "E&OE" (errors and ommissions excepted) which helps to remove liability if someone has made a mistake. You can try holding them to it but as far as I know, they wont be obliged to.In my line of business, and I thought that it was generally accepted elsewhere, is that a quote is binding (as long as no information had changed) and that an estimate is flexible.
If what the OP got was a quote, then it is unfair for the garage to renege on it. The quote forms the basis of a contract; it's their offer and you have accepted. A main dealer should be big enough to take the hit for their mistake and maintain goodwill.
Havig said that, I share OP's concern that if the garage is held to the contract then corners will be cut.
If trust has been lost, then best go elsewhere.
k off.Is the price they've retrospectively quoted now similar to the price other dealers would charge for the work? If so, I think you'll just have to accept their mistake as you have no right to a bargain.
It's a mistake at the end of the day and presumably wasn't a deliberate ploy to entice you to the dealer!
It's a mistake at the end of the day and presumably wasn't a deliberate ploy to entice you to the dealer!
I would negotiate for them to honour the original quote unless the scope of work has changed.
I would expect the outcome would be that I'd end up having to pay more and meeting somewhere in the middle. I'd contact Porsche GB at Reading to let them know of my dissatisfaction.
I would ponder out loud that if said OPC finds it difficult to operate a calculator, do I really trust them with the maintenance of a complex piece of machinery such as my pride and joy? I understand mistakes happen, but still...
I would expect the outcome would be that I'd end up having to pay more and meeting somewhere in the middle. I'd contact Porsche GB at Reading to let them know of my dissatisfaction.
I would ponder out loud that if said OPC finds it difficult to operate a calculator, do I really trust them with the maintenance of a complex piece of machinery such as my pride and joy? I understand mistakes happen, but still...
Sorry forget to ask, are you their regular customer? In my experience, twice, once at OPC and once at my indy, there were extra works needed after the original quote, between 200-300 GBP. They both honored the first quotes and did not charge me extra since I'm a regular customer, lol.
delays said:
I'd contact Porsche GB at Reading to let them know of my dissatisfaction..
Do Porsche GB take customer feedback like this seriously and get involved? I am in a dispute with the OPC that serviced my car as they managed to cause bodywork damage that will cost more the £1k to put right but not accepting full responsibilty for it.ooid said:
Sorry forget to ask, are you their regular customer? In my experience, twice, once at OPC and once at my indy, there were extra works needed after the original quote, between 200-300 GBP. They both honored the first quotes and did not charge me extra since I'm a regular customer, lol.
Yes, regular customer, have 3 porkers that they service. OK, update. I am quick to complain when it doesn't go well, so should praise when it does.
I emailed to say that they should honour their quote as they have accepted the car in for the work, and they e-mailed back to say that they would. So they have now undertaken the work, and found a few little problems that were covered under the existing warranty and fixed those too, and I pick her up in the morning.
So praise to OPC Chester - they have done the right thing, and in the process have made me happy and increased my loyalty towards them. A rare event these days, but very welcome.
I emailed to say that they should honour their quote as they have accepted the car in for the work, and they e-mailed back to say that they would. So they have now undertaken the work, and found a few little problems that were covered under the existing warranty and fixed those too, and I pick her up in the morning.
So praise to OPC Chester - they have done the right thing, and in the process have made me happy and increased my loyalty towards them. A rare event these days, but very welcome.
ARTiSAN1066 said:
Good news that the OPC honoured the quote eventually however as a regular customer they should have offered to do this at the start. They were clearly trying to see if you'd go for the £500 increase .....
Yes, that crossed my mind too. It would have been better had they not asked me for it, but on the other hand at least they did swallow the cost in the end, and I have to say, they made a lovely job of it too. The car went like a train after the service! Gassing Station | Porsche General | Top of Page | What's New | My Stuff