Vauxhall service Photo's - The Verdict is out.

I am very pleased to inform everyone that the Vauxhall dealer
will put in writing that they have admitted all liability for the
additional undocumented work carried out without my
knowledge, and that they attempted to cover up a mistake.

It has been confirmed that upon setting the engine timing,
using a dial test indicator, it had been timed ' from the
wrong side' resulting in the cambelt being one tooth out.
This resulted in the need to check for internal damge.

I have been assured there is no internal damage to any of
the valves or any of the piston crowns, and they will put
it in writing that the engine will be under warranty for the
next 12months.

As a goodwill guesture in order to maintain good customer
relations they will put in writing that the car is given a free
service and MOT in 2005.

Finally, the car is to be given a complete valetting
primarily to remove the oil, but also internally, as again
a goodwill gesture.

I realise many of you want to know who the dealer is
but the reality is, I have yet to receive there letter of
confirmation. So I think it would be foolish to do so
untill I have got it in my hand.

I dont honestly think it would serve any usefull purpose
to publicly name and shame the company. They have at
the end of the day come clean about the fiasco.

I do however feel that this fiasco is serious enough to
be brought to the attention of General Motors (Europe)
Customer Care Centre in Luton.

Therefore it is my intention to do this with the
backing of the Group After Sales Manager, stating
what has happened and that it has been amicably
resolved.

The reason being, Vauxhall carry out quality audits
on their dealers. Each dealer is appraised and if they
dont come up to the mark they loose there franchise.

If customers dont complain when things have gone
wrong, or dont praise when errors are correctly resolved
how does Vauxhall know the dealer is worthy of selling
and servicing their vehicles.

Finally may I state I have no personal axe to grind
with anyone, nothing against the mechanic.

We all know SHIT HAPPENS, people do make
mistakes.

I think it's time to draw that line and move on.

-
Fatsod

 

"Calm down dear."

- M. Winner.

 

Well done, sounds like a good result. Just about the maximum recompense
you could expect.
I would have loved to be a fly on the wall, I *seriously* need help in
the complaining area.
Dave

 

Dave
It's all about the preparation, preparation, preparation.


1.. Be certain of the facts, check and double check to make sure.

2.. Get a second a 2nd opinion if needed.

3.. Compile a catalogue of events stating date, time and who said what
and to whom and type it up on the PC and include any photo's you may
have taken in YOUR report.

5.. Read the warranty, there may be clauses prohibiting you from
driving the vehicle whilst defective and absolving the dealer of
responsibility if you do.

6.. Find out who is the person in overall change of the dealership.
Telephone and ask to make an appointment at a time that is aggreeable
to you both. Do NOT demand to see them immediately. Give them a
brief outline of your complaint and allow them enough time to find the
facts for themselves. If nessacery, ask for permission to drive the
vehicle in order to return it to the garage. (see no 5)

7.. Arrive at the appointment on time equipted with two copies of your
report and a notepad, introuce yourself and more importantly, shake
the persons hand. It tells them you come in peace and your complaint
is nothing personal against them.

8.. Stay very cool and calm to enable you to think logically.

9.. Your very first question should be......

Before we start, can we first of clarifiy that you are the person
who is responsible for all aspects of this dealership. ?

Should they say 'NO', ask who is and write down their name
and how they came be contacted.

10.. Allow the person to tell you what they have found out after
you informed them of the problem.

11.. Present your case by handing them a copy of your report which
is the fact as you see them, dont be tempted to raise your voice or
pointing or wave your finger. Work your way through your report,
allowing the other person enough time to answer each of your
questions, dont try to talk or shout them down, listen to what the
person has to say and challenge anything you dont agree with.

12.. Dont make unreasonable demands as it is high unlikely that
you will achieve your goal. Try to find a happy medium between
what you want and what they want. Remember at the end of the
day he is there to defend the dealership, but you must allow them
some leeway. Your ultimate goal should to have your problem
rectified, and not the the goodwill gesture of two weeks in the
Carribean.

Hope that helps, it did it for me.

MMMmmm, perhaps I should have pushed for the two weeks
in the Carribean afterall.

Yah Mon Cooool Running.

-
Fatsod

 

<snip>

A good outcome - well done, and thanks for detailed report.

I'm just left wondering whether they'll be more up-front in similar circs
next time - i.e. volunteer the info to the less wary customer.

Do hope next year's free-MOT doesn't turn up so many defects they earn it
all back again!

Cheers

 

I think they will possibly think twice the next time, especially
when dealing with new customers who they don't know as
every new customer is a potential Dirty Harry, and in the
words of Clint Eastwood......

"You've got ask yourself, do I feel lucky"
"Well do you Punk ?

I dont think there'll be a problem with the MOT as if I suspect
any foul play, I'll simply have the work done at another garage.

-
Fatsod