Wrong diagnosis by a Main Dealer
Discussion
Just to get some thoughts from fellow PHrs here.
I had an issue with my Audi (see other topic http://www.pistonheads.com/gassing/topic.asp?h=0&a... Air Suspension problems&mid=56693) so finally gave up and paid an Audi Main Dealer to use their "special diagnostic" equipment to identify the cause of the fault.
They took the car in and came back with the report that the issue was with a control unit which they quoted for on the diagnostic invoice together with a labour cost.
I accepted both quotes (control unit and labour).
The control unit was a "special order" and had to be shipped from the factory in Germany.
The control unit arrived and I took the car back for them to fit.
This evening I had a call to say that they hadn't managed to complete the install of the control unit and hinted that it might not actually be the control unit that was the fault.
So, my question is that if they do realise that it wasn't the control unit that was broken but another part then could I reasonably expect them to refund me for the control unit and the labour to install it?
My rationale would be that if the control unit wasn't faulty then they didn't actually to the correct diagnostics for which I paid.
Would this be reasonable of me... and are the main dealer likely to agree?
I had an issue with my Audi (see other topic http://www.pistonheads.com/gassing/topic.asp?h=0&a... Air Suspension problems&mid=56693) so finally gave up and paid an Audi Main Dealer to use their "special diagnostic" equipment to identify the cause of the fault.
They took the car in and came back with the report that the issue was with a control unit which they quoted for on the diagnostic invoice together with a labour cost.
I accepted both quotes (control unit and labour).
The control unit was a "special order" and had to be shipped from the factory in Germany.
The control unit arrived and I took the car back for them to fit.
This evening I had a call to say that they hadn't managed to complete the install of the control unit and hinted that it might not actually be the control unit that was the fault.
So, my question is that if they do realise that it wasn't the control unit that was broken but another part then could I reasonably expect them to refund me for the control unit and the labour to install it?
My rationale would be that if the control unit wasn't faulty then they didn't actually to the correct diagnostics for which I paid.
Would this be reasonable of me... and are the main dealer likely to agree?
Marcellus said:
Just to get some thoughts from fellow PHrs here.
I had an issue with my Audi (see other topic http://www.pistonheads.com/gassing/topic.asp?h=0&a... Air Suspension problems&mid=56693) so finally gave up and paid an Audi Main Dealer to use their "special diagnostic" equipment to identify the cause of the fault.
They took the car in and came back with the report that the issue was with a control unit which they quoted for on the diagnostic invoice together with a labour cost.
I accepted both quotes (control unit and labour).
The control unit was a "special order" and had to be shipped from the factory in Germany.
The control unit arrived and I took the car back for them to fit.
This evening I had a call to say that they hadn't managed to complete the install of the control unit and hinted that it might not actually be the control unit that was the fault.
So, my question is that if they do realise that it wasn't the control unit that was broken but another part then could I reasonably expect them to refund me for the control unit and the labour to install it?
My rationale would be that if the control unit wasn't faulty then they didn't actually to the correct diagnostics for which I paid.
Would this be reasonable of me... and are the main dealer likely to agree?
Could you reasonably expect refund: YesI had an issue with my Audi (see other topic http://www.pistonheads.com/gassing/topic.asp?h=0&a... Air Suspension problems&mid=56693) so finally gave up and paid an Audi Main Dealer to use their "special diagnostic" equipment to identify the cause of the fault.
They took the car in and came back with the report that the issue was with a control unit which they quoted for on the diagnostic invoice together with a labour cost.
I accepted both quotes (control unit and labour).
The control unit was a "special order" and had to be shipped from the factory in Germany.
The control unit arrived and I took the car back for them to fit.
This evening I had a call to say that they hadn't managed to complete the install of the control unit and hinted that it might not actually be the control unit that was the fault.
So, my question is that if they do realise that it wasn't the control unit that was broken but another part then could I reasonably expect them to refund me for the control unit and the labour to install it?
My rationale would be that if the control unit wasn't faulty then they didn't actually to the correct diagnostics for which I paid.
Would this be reasonable of me... and are the main dealer likely to agree?
Would it be reasonable: Yes
Are the main dealer likely to agree: Yes, so long as hell has frozen over and pigs are flying!
The moment I saw the thread title, I thought, 'right diagnosis by main dealer' would probably be a more unusual thread. Stealers generally make great money by replacing bits that don't need replacing, at astronomical labour rates.
Certainly go for it. Tell them it's their fault if they've misdiagnosed. But if you look at their terms and conditions I'm sure they'll say that they can charge you to replace bit after bit that doesn't make any difference with fixing the fault.
Good luck to you!
I'd be asking them to pull it out and refit your old one if it didn't fix the issue.
Had this with an M5 and a BMW dealer. They were just going to replace both MAF sensors as it had a fault logged. £250 each +VAT and fitting. I suggested they fit one, check for faults again and worked out which one had died. They bleated about labour costs to test drive etc but after I'd explained to them it would still be cheaper they agreed.
Had this with an M5 and a BMW dealer. They were just going to replace both MAF sensors as it had a fault logged. £250 each +VAT and fitting. I suggested they fit one, check for faults again and worked out which one had died. They bleated about labour costs to test drive etc but after I'd explained to them it would still be cheaper they agreed.
Similar story to mine on a mint A6 4.2 quattro sport avant which a main dealer in a town in Northamptonshire.
They broke both the steering rack and two lamda sensors (in tern trashing a cat) whilst changing a track rod end.
I had to pay on all counts.
I know I shouldn't of but I had no car!
They broke both the steering rack and two lamda sensors (in tern trashing a cat) whilst changing a track rod end.
I had to pay on all counts.
I know I shouldn't of but I had no car!
Marcellus said:
...
This evening I had a call to say that they hadn't managed to complete the install of the control unit and hinted that it might not actually be the control unit that was the fault.
...
Having worked in a few dealers in my time. I cannot remember a Service Receptionist (Advisor doesn't cover 95% of them!) hinting that. However, if they did that would obviously set them up to not invoice you for anything. This evening I had a call to say that they hadn't managed to complete the install of the control unit and hinted that it might not actually be the control unit that was the fault.
...
It will get more complicated if their diagnostic machine condemned the control unit concerned and there are additional faults that weren't apparent until that control unit had been replaced.
And of course there is the simple fact that whilst some Technicians are BRILLIANT. Not every fault is a simple diagnosis or even a simple fix. Yes, you are paying a lot for labour. But don't fall into the trap of assuming every dealer can cure every fault 1st time. Life isn't like that.
Rich_W said:
Having worked in a few dealers in my time. I cannot remember a Service Receptionist (Advisor doesn't cover 95% of them!) hinting that. However, if they did that would obviously set them up to not invoice you for anything.
It will get more complicated if their diagnostic machine condemned the control unit concerned and there are additional faults that weren't apparent until that control unit had been replaced.
And of course there is the simple fact that whilst some Technicians are BRILLIANT. Not every fault is a simple diagnosis or even a simple fix. Yes, you are paying a lot for labour. But don't fall into the trap of assuming every dealer can cure every fault 1st time. Life isn't like that.
I've had (or rather am having) the experience of a recpetionist saying 'I'm so sorry, they're really crap aren't they, this is ridiculous' - I appreciate her honesty. Sadly, she'll probably be sacked.It will get more complicated if their diagnostic machine condemned the control unit concerned and there are additional faults that weren't apparent until that control unit had been replaced.
And of course there is the simple fact that whilst some Technicians are BRILLIANT. Not every fault is a simple diagnosis or even a simple fix. Yes, you are paying a lot for labour. But don't fall into the trap of assuming every dealer can cure every fault 1st time. Life isn't like that.
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