Sometimes, we screw up.
Thread Starter
iClub Silver Vendor
iTrader: (25)
Joined: Nov 2002
Posts: 15,494
From: Participating in some Anarchy!
Car Info: 2005 LGT wagon
First off, the praise needs to be directed at my two employees. Adam and Tony.
Is this an advert? Perhaps a little.
I hear horror stories of folks paying $10-$20k for engine builds only to wait months if not yrs.
And then when the car is finally ready, the motor burns oil and the owner is given the bird.
My industry is full of shady mother ****ers that essentially rob customers of their hard earned money.
Literally, every day I get a phone call from a person that's at their wits end; they're tired of being lied to about their car .
It does not have to be like that.
To clarify: we sold a customer an engine overhaul. He picked up the car.
He drove it for the weekend...putting 150 miles and the fresh motor.
He brought the car back on Monday.
We (attempted to) reseal the oil pan...obviously at no charge.
When that failed to resolve the issue, the decision was made to remove the fresh engine and reseal it.
In an effort to minimize down time and hassle to the customer, we simply swapped out the leaking shortblock with another freshly overhauled shortblock. Obviously, the customer was not charged for two overhauled shortblocks.
Is this an advert? Perhaps a little.
I hear horror stories of folks paying $10-$20k for engine builds only to wait months if not yrs.
And then when the car is finally ready, the motor burns oil and the owner is given the bird.
My industry is full of shady mother ****ers that essentially rob customers of their hard earned money.
Literally, every day I get a phone call from a person that's at their wits end; they're tired of being lied to about their car .
It does not have to be like that.
To clarify: we sold a customer an engine overhaul. He picked up the car.
He drove it for the weekend...putting 150 miles and the fresh motor.
He brought the car back on Monday.
We (attempted to) reseal the oil pan...obviously at no charge.
When that failed to resolve the issue, the decision was made to remove the fresh engine and reseal it.
In an effort to minimize down time and hassle to the customer, we simply swapped out the leaking shortblock with another freshly overhauled shortblock. Obviously, the customer was not charged for two overhauled shortblocks.
Last edited by FW Motorsports; Jul 29, 2011 at 06:23 PM.
Registered User
iTrader: (12)
Joined: Apr 2008
Posts: 7,225
From: SF Bay Area - Peninsula
Car Info: 04 psm wrx sedan
kind of like what happened to my car... after transmission was replaced, the center diff blew on the way home, adam picked me up and drove me into the bay area, and my car was towed back and fixed free of charge
Lil' Slugger
iTrader: (7)
Joined: Dec 2006
Posts: 847
From: N. Lake Tahoe, NV
Car Info: 05 WRB STi Wagon/00 BRP GC Sedan
It is great when a company makes things right. As I have said to my co-workers, mistakes can occur, it is how we resolve them that can make an organization excel.
Nice job as usual!
Nice job as usual!
Registered User
iTrader: (25)
Joined: Jan 2004
Posts: 2,325
From: san francisco
Car Info: 2008 Forester XT 5spd
Good stuff Paul, to you and your crew. I wish you weren't speaking truth, but you were . . . Integrity, skilled mechanics, and good customer service are hard to find these days.
It's good to see a shop that knows what works and stands behind it. People are always concerned about the "lowest price" but customer service and quality of work go a long way in my book.
Registered User
iTrader: (9)
Joined: Jun 2011
Posts: 1,624
From: San Jose
Car Info: 2001 Acura TL - 2016.5 Mazda CX-5
Thats really dope that you guys did that for your customer! Recently I have had so much poor customer service not just in the automotive industry. It's nice to know that there is a company, well shop in this case, that still actually gives a rat's *** about the people they sell their products to and then actually stand behind the product/service that they provide! two thumbs up to you guys.
