Customer induced issue - diagnostic fee covered by warranty?
Discussion
Might help if you actually told us what the issue was and how the OPC came to the conclusion the customer induced it.
As a facetious example if the customer had put their Banana in the exhaust for safe keeping, forgotten about it and then claimed the car had engine problems, it may well be reasonable to charge the customer for the diagnostic hours
As a facetious example if the customer had put their Banana in the exhaust for safe keeping, forgotten about it and then claimed the car had engine problems, it may well be reasonable to charge the customer for the diagnostic hours
It was a clanking sound on the front passenger side when going over uneven roads. I paid an external 3rd party company to install a tracker (in addition to the existing tracker), and the company did not put the interiors of the car back correctly. So that's where the clanking sound came from.
I accept this is my fault and the responsibility is 100% mine - and hence it is not covered by the warranty. However, prior to beginning the work, the service center and I never discussed the labor costs nor diagnosis costs if the problem is found not to be covered by warranty.
I accept this is my fault and the responsibility is 100% mine - and hence it is not covered by the warranty. However, prior to beginning the work, the service center and I never discussed the labor costs nor diagnosis costs if the problem is found not to be covered by warranty.
NFJ_3 said:
It was a clanking sound on the front passenger side when going over uneven roads. I paid an external 3rd party company to install a tracker (in addition to the existing tracker), and the company did not put the interiors of the car back correctly. So that's where the clanking sound came from.
I accept this is my fault and the responsibility is 100% mine - and hence it is not covered by the warranty. However, prior to beginning the work, the service center and I never discussed the labor costs nor diagnosis costs if the problem is found not to be covered by warranty.
Did you say to them this is warranty, or just say repair it? (Assuming it was warranty).I accept this is my fault and the responsibility is 100% mine - and hence it is not covered by the warranty. However, prior to beginning the work, the service center and I never discussed the labor costs nor diagnosis costs if the problem is found not to be covered by warranty.
Another way of saying this would be: I broke my car, brought it to a garage to get if fixed and they hit me with the bill. As for the cost, it was not discussed and I didn’t ask.
Never allow a garage to work on your car without an estimate of some sort, unless you have a very strong relationship with the business.
I realise you may find this harsh, but in summary this is what I have interpreted from your post.
What did you do?
ETA - having read posts that appeared while I was typing, you should be seeking redress from the company that fitted the second tracker.
Never allow a garage to work on your car without an estimate of some sort, unless you have a very strong relationship with the business.
I realise you may find this harsh, but in summary this is what I have interpreted from your post.
What did you do?
ETA - having read posts that appeared while I was typing, you should be seeking redress from the company that fitted the second tracker.
Edited by pete.g on Friday 23 July 17:58
NFJ_3 said:
It was a clanking sound on the front passenger side when going over uneven roads. I paid an external 3rd party company to install a tracker (in addition to the existing tracker), and the company did not put the interiors of the car back correctly. So that's where the clanking sound came from.
I accept this is my fault and the responsibility is 100% mine - and hence it is not covered by the warranty. However, prior to beginning the work, the service center and I never discussed the labor costs nor diagnosis costs if the problem is found not to be covered by warranty.
Thats really unfortunate. I accept this is my fault and the responsibility is 100% mine - and hence it is not covered by the warranty. However, prior to beginning the work, the service center and I never discussed the labor costs nor diagnosis costs if the problem is found not to be covered by warranty.
I'd contact the company that installed the tracker and complain to them. Also worth speaking to the OPC and see if they can offer any goodwill. If you're lucky you might get something from both ends to reduce the pain.
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