Posted by Dave F on September 14, 2003, 9:29 am, in reply to "Re: Under Guarantee?"
Hi Derek
I'm afraid it's a case of 'customer service' There is a line however that you have to draw on this, and I agree that pre-warning of a possible charge is the best way. I also agree that the tact required in passing this pill to the customer, especially a good one, is a job for a diplomat. In your case though, you found no fault so it's not like you could show them another problem had occurred. Tricky one. Did you road test the car first WITH the customer to verify the complaint ? Always a good move. I do this with intermittent faults and 'noises' just to make sure I'm tuned in to what they are worried about. Saves a lot of time and money.
However, I'm a good customer too, I'm a nice guy, I'm also plesant and helpful. But I still get billed !
There's only a small step between being the door, or the door mat ;-)