Expectations of garage - am I unreasonable?
Discussion
Bit of a straw poll as it were as I've just recieved a call from the garage which has annoyed me somewhat.
E30 was booked in today for:
- Cambelt/tensioners
- Alternator/PAS belts
- Centre exhaust replacement
- MOT (expires tomorrow)
(All parts supplied by myself)
This was agreed on the phone last week, and I took the car there this morning, 9am sharp. I've just received a call (15:30) from the garage telling me the cambelt change is continuing as we speak, the exhaust is yet to be done and there is no way they can do the MOT today.
I asked whether they had any particular issues with the belt change causing delay, apparently not. Approx 3 hours of labour is the required time (sounds reasonable?).
So where does that leave me today? Had to take the day off work. There was no courtesy car so had to arrange stuff with my father (who works in the same town as the indy) and borrow/drive his car for the day.
Now I'm facing the same issue tomorrow I presume?
I'd have thought >6hrs would be sufficient to do the above list, if not I'd rather they didn't agree to it in the first place on booking or consult prior to starting as which would be the most urgent task i.e. the MOT. Cambelt can always wait until the next week and beyond.
Is it reasonable to be annoyed in this situation?
E30 was booked in today for:
- Cambelt/tensioners
- Alternator/PAS belts
- Centre exhaust replacement
- MOT (expires tomorrow)
(All parts supplied by myself)
This was agreed on the phone last week, and I took the car there this morning, 9am sharp. I've just received a call (15:30) from the garage telling me the cambelt change is continuing as we speak, the exhaust is yet to be done and there is no way they can do the MOT today.
I asked whether they had any particular issues with the belt change causing delay, apparently not. Approx 3 hours of labour is the required time (sounds reasonable?).
So where does that leave me today? Had to take the day off work. There was no courtesy car so had to arrange stuff with my father (who works in the same town as the indy) and borrow/drive his car for the day.
Now I'm facing the same issue tomorrow I presume?
I'd have thought >6hrs would be sufficient to do the above list, if not I'd rather they didn't agree to it in the first place on booking or consult prior to starting as which would be the most urgent task i.e. the MOT. Cambelt can always wait until the next week and beyond.
Is it reasonable to be annoyed in this situation?
If you told them it must be complete today and how important it was then yes you have every right to be annoyed as it sounds like they havent prioritised the work on your car. The garage I use I always tell them up front when I need it back, if they have a lot of work on then they let me know and we negotiate sometimes breaking work down into chunks/several visits.
Sounds like they had something more important come in and did that first.
Sounds like they had something more important come in and did that first.
I had a similar issue with an exhaust replacement once.
Booked time off work. Told it would be a few hours but should get it back that day.
Four days later they were still pissing about with it.
Charged me 10 hours labour for something that shouldn't have been more than three tops.
The never called or apologised through the whole process.
You are right to be upset but get your car back before you complain....
Booked time off work. Told it would be a few hours but should get it back that day.
Four days later they were still pissing about with it.
Charged me 10 hours labour for something that shouldn't have been more than three tops.
The never called or apologised through the whole process.
You are right to be upset but get your car back before you complain....
bigdods said:
Sounds like they had something more important come in and did that first.
And that's something I'd understand. In that case, a call to explain and ask me which task to prioritise is not only polite but completely reasonable.As it stands, it's almost the end of the day, the cambelt is 'almost' done, the exhaust (which no doubt will be a git with rusted bolts) hasn't been touched and there's no new MOT.
On dropping off I was questioned whether I'd done a pre-MOT check. I stated no as I felt apart from the exhaust centre section everything was otherwise fine (no advisories last year). My own paranoia suggest this is a stalling tactic to have the car booked for a further day and I can completely imagine tomorrow's MOT with a list of things that 'need' to be fixed.
Maybe some staff phoned in sick?
Stubborn bolt or similar slowing job down?
Car been done in front of yours took longer than expected?
Lots of reasons out of people's control doesn't mean it's a crap garage.I usually have a backup plan just in case (usually just changing shifts to enable me getting a bus instead).
Stubborn bolt or similar slowing job down?
Car been done in front of yours took longer than expected?
Lots of reasons out of people's control doesn't mean it's a crap garage.I usually have a backup plan just in case (usually just changing shifts to enable me getting a bus instead).
g3org3y said:
The 3 hour figure is apparently that stated on the BMW servicing info computer.
Yes I did tell him on dropping it off I'd need it back today.
I think you're reasonable to be annoyed, but It will get you nowhere. I know it doesn't help now, but I think the only way around it is before booking the car in, say that you can only be without it for one day, since you'll have to take a day off work. Ask for confirmation that they can do it in a day (they're unlikely to ever give you this, but at least it'll mean you have realistic expectations and know in advance that you'll be without it for longer).Yes I did tell him on dropping it off I'd need it back today.
You have to be incredibly clear with mechanics, and ask them to commit, that's the only time they start to think and 'fess up that it just won't happen! Or at the very least, it gives you some ammunition if they do commit and then fail to deliver!
Most garages MOT first, then carry out works. That way, they can do any MOT works at the same time as they've got the car apart doing your 'list'.
And I'd always avoid having the car MOT'd at a place which also has a garage workshop. I know it doesn't stop bach-handers, but it does cut down on inspections driven by business agendas.
And I'd always avoid having the car MOT'd at a place which also has a garage workshop. I know it doesn't stop bach-handers, but it does cut down on inspections driven by business agendas.
rottie102 said:
g3org3y said:
The 3 hour figure is apparently that stated on the BMW servicing info computer.
.
When new. Trust me - one f.
ked bolt and that can easily double.Shouldnt be too dificult with access to decent tools (30 mins absolute max)
I think a call to advise you about the situation earlier in the day would have been best.
Sadly things dont always go according to schedule my local garage has people simply dropping by regularly (i am one of the worst culprits) for things to be done or checked on the spot which obv delays other pre booked work.
Sadly things dont always go according to schedule my local garage has people simply dropping by regularly (i am one of the worst culprits) for things to be done or checked on the spot which obv delays other pre booked work.
jake15919 said:
g3org3y said:
I've just given them a bell and the service manager (just tied up on another call) will ring me back in a sec.
Well at least they didn't fob you off. 
(You could get a call in a minute, and then I'll look like a right cynical old git).
MOT will need:
1 x spring (f/ns)
1 x shock (r/os)
I don't think I'm surprised.
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