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Turbo goes bang on road test # Posted by Ian Whitmore on November 5, 2009, 12:32 pm Message modified by board administrator November 5, 2009, 2:27 pm Hi All Was road testing a customers A3 yesterday & the turbo went bang in a big way. We had fitted new glow plugs & intake manifold flap so not related to any thing we have done. Have sorted it out with the customer,amicably. Just wondered what the actual legal postion is, forgetting for a moment customer relations good will etc etc Ps One of the most embarassing calls to a customer I have made for many years !!!!  Post a Response ( * ) Required

Re: Turbo goes bang on road test # Posted by Michael Whitworth on November 5, 2009, 4:29 pm, in reply to "Turbo goes bang on road test #" Mike Whitworth - Administrator Hi Ian, One of the biggest pains with our job is actually being in posession and care of our customers vehicles. We all have regular hassles with customers saying "since you did this, that isnt working" or that wasn't doing that before" etc etc. And if ANYTHING breaks on their car whilst in your care, in their eyes it must be your fault. What they conveniently forget is all the miles and years of wear and abuse the car has suffered since it left the factory. They also don't seem to think that any of their problems might be down to poor design or a problem waiting to happen. Fact is unless you have been negligent or something you fitted caused this problem, (in my opinion) it is not your problem. Unfortunately lots of garages will do anything to avoid their responsibilties when they do muck it up, so a lot of customers are paying for stuff they shouldn't be. This means we all get tarred with the same brush and guilty till we can prove ourselves innocent, and usually at our own expense too. A lot of it boils down to If responsibility for something can be put on your toes then the customer will get away without paying anything, and lots of garages concede this and come to an "amicable arrangement" or stand the cost themselves. This stance might keep the peace but I don't think it helps us in any way it just leaves a bitter taste in mouth. I believe if you have done nothing wrong and you are genuinley not respionsible for what has happened to your customers vehicle then you shouldn't stand any of the cost. But if you have caused the problem then fix it. I am speaking here in general terms so please don't think I am suggesting you have broken anything. I could go on and on but I won't. I will be interested to see what others think. Mike  Post a Response ( * ) Required

Re: Turbo goes bang on road test # Posted by Pete Mutlow on November 5, 2009, 5:46 pm, in reply to "Re: Turbo goes bang on road test #" Peter Mutlow Hi Ian, I had something similar happen to me a few years back. Without going into great detail, I repaired a vehicle which subsequently broke down a few days later. The breakdown had nothing to do with what I had repaired and the customer thought otherwise and cancelled a cheque which he issued for payment. Anyway, the upshot was, I took him to a small claims court and won the case. In essence, the judge said the owner had to PROVE that it was my fault which he couldn't and added that cars do break down which is the nature of the beast. You just need to be sure that it had nothing to do with you and you will be ok. Regards Pete M  Post a Response ( * ) Required

Re: Turbo goes bang on road test # Posted by Tom Sinclair on November 5, 2009, 9:32 pm, in reply to "Re: Turbo goes bang on road test #" Tom Sinclair Hi Ian and Mike, to quote Mike "We all have regular hassles with customers saying "since you did this, that isnt working" or that wasn't doing that before" etc etc" Before engine management, I was involved in mobile tuning and diagnostics, ( Dwell, Timing, Mixture,etc, all adjustable). Customer telephoned to say car not pulling as it should be after I had tuned it. Returned to re-test and noted punctured tyre, explained to customer that this would cause a sensation of low power, and that all settings were correct. Customer responded "Huh,-- never had a puncture till you tuned it". True story, I had to walk away, Tom  Post a Response ( * ) Required

Re: Turbo goes bang on road test # Posted by Paul Foster on November 6, 2009, 3:26 pm, in reply to "Re: Turbo goes bang on road test #" Paul Foster Had similar problem with a Pajero. We had it in for a service but while I was pulling it out of the workshop the bush/bearing popped out of the steering column, leaving the wheel 'floppy'. This had happened to the owner twice before over the last 5 years and had been repaired by us on the understanding that it was temporary repair. The last time being about 18 months previously. I pointed out to the guy that it wasn't caused by anything we'd done and it would've popped out on whoever had driven it. He went away on the understanding that to re-fit it (again) would be chargeable. I then get a visit from his wife demanding we REPLACE the bush F.O.C (which I believe is supplied with the column!) as '..it wasn't like that when it was dropped off!'. She was well aware of the previous problems with this bush. I asked her: 'If the gearbox had fallen to bits while I was road-testing it would it be reasonable to hold me responsible for repairing it?' She said 'Yes'! I'm still waiting to see how it turns out. The kicker is - These people were supposedly good friends of my Wife and I - and I did the first repair on the column f.o.c!!  Post a Response ( * ) Required

Re: Turbo goes bang on road test # Posted by Keith Simpson on November 21, 2009, 7:15 pm, in reply to "Re: Turbo goes bang on road test #" Keith Simpson | Message modified by user UKAT1240 November 21, 2009, 7:16 pm I know it's a little off topic. but once had a customer agree to the price of a new clutch, when he came to collect the car, he refused to pay, saying I never pay the quoted price as it goes against the grain and offered me £25 less. I told him I would keep his car until he did, and would charge him £12 per day storage. He ended up paying and stormed out saying he would never use me again. Wacko Keith  Post a Response ( * ) Required

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