Advice needed please re faulty car service.

mattyprice4004

Are you sure it's new, and not one from a scrapper?

pseudopensioner

Not a 'scrapper', it's a brand new engine. The car is to be removed/uplifted to ??? to enable same to be fitted. Guess that in itself says that the 'garage/service agent' either do not have technicians with the requisite knowledge or expertise to accomplish the fitting of a new engine or, they are looking to have total back up.

I have requested (read demanded) information as to who and where the car willl be removed to for installation of the new engine to enable me to keep track of progress.

atrixblue.-MFR-.

pseudopensioner wrote: »

Not a 'scrapper', it's a brand new engine. The car is to be removed/uplifted to ??? to enable same to be fitted. Guess that in itself says that the 'garage/service agent' either do not have technicians with the requisite knowledge or expertise to accomplish the fitting of a new engine or, they are looking to have total back up.

I have requested (read demanded) information as to who and where the car willl be removed to for installation of the new engine to enable me to keep track of progress.

dont forget that when a NEW engine is installed to honour any warranty, it has to have a service 500miles or x amount of time after fitting, your going to need to have the warranty terms to stick by it if incase the NEW engine developes a fault.

it could possibly be that the engine they have is not the same engine that is in it engine code wise so is being shipped off to have the engine installed and the relevant software for the ECU installed to enable it to start and run within its software peramitters. plus if anything does go wrong the company you have bound to rights now will not want it comning back to them 2 weeks down the line with you saying hey it fell out. their covering their back but also giving you a warranty over the new engine.

i would also be asking your garage to have the service the engine will require at discounted price you woiuld need it had the sump plug been intalled in the other engine!

pseudopensioner

Update.

Telephone call yesterday saying the work is completed and I can expect a call today regarding collecting the car.

I had previously advised the company that I had not 'named' them on any of my postings on the internet and in view of their acceptance of responsibility and measures taken to address the issue. I did say that once the car was returned in a satisfactory condition I would acknowledge this.

They have asked that I do not name them and gave what to me were justifiable reasons. The company have behaved honourably and I will abide by their request.

worried_jim

Good luck- I hope it is all fine and we all await your next update.

Joe_Horner

Sounds like a good outcome

I can understand why they might not want to be named because some will only see the fact they made the mistake in the first place. But it's a shame that it can be hard to acknowledge such good service.

Mistakes do happen and how a company deals with them says a lot more about their customer service than any number of other "happy customers"!

pseudopensioner

Hmmm. Car not returned as of this morning. Spoke with garage who say they are **** off with the response of their designated supplier & fitter of new engine and are chasing this. Conversation suggests that engine has been removed but not yet replaced!!!!!

Given that the car was, as advised by them, expected to be delivered with completed repairs/replacement engine etc. on 05/04/2012. we are sitting here today and do not appear to have any progress.

There is no documentaion as such which confirms their acceptance of responsibility for the error and provision of repair/replacement.. Their provision of breakdown removal and hire car for an unlimited period at their cost, could possibly be deemed an admisssion of their failure/error?. I'm not sure.

So, my queries.

a) How many more days would you allow for the garage to return the car in a fully repaired condition as promised.

b) Would I (my daughter) be entitled to request that the car is returned to our local main dealer for said replacement engine/repairs to be undertaken.

c) Sholud I/we just ask for a settlement figure. ( Not sure daughter would be happy to go down that route, as said previously, the car was her baby!

All dealings, personal visits and telephone calls to the garage have been conducted amicably and I'm/we are prepared to continue the same. Just questioning how long is the piece of string or how far will the elastic stretch?

My thanks to all members for their valuable input so far.

s_b

All dealings, personal visits and telephone calls to the garage have been conducted amicably and I'm/we are prepared to continue the same. Just questioning how long is the piece of string or how far will the elastic stretch?

i wouldn't upset the status quo

Joe_Horner

I'd agree with SB on this. It certainly sounds like they're doing their best to sort it still - they ARE covering the replacement vehicle, which isn't a typical sign of someone blagging it.

Sadly, just as consumers have problems now and then with garages / shops / whatever, businesses also get problems with suppliers sometimes. While that's certainly not your fault, or your problem, it doesn't matter how hard they're trying to sort it or how much noise you make, if their supplier is being an !!!! then all they can do is keep trying - they can't fit parts they haven't got yet!

As long as you've got the courtesy car (so you're not stuck) and they're keeping you up to date without trying to hide from you I'd let them get on with it for a while yet.

colino

Seems a bit daft, unnecessarily calling you to raise expectations then letting you down.
When you do eventually get it back check the engine number (if its a replacement it'll be different and you need to update your V5C) and go to your friendly dealer who'll tell you if it's new or a nicely scrubbed up old one.