Halfords We Fit - only one staff member trained

lulu_92

My headlight went out on my car yesterday morning.

As much as I hate paying for someone else to fit something I needed it replacing before driving in the dark on unlit roads as I didn't fancy breaking the law or not being able to see. I went to the Halfords shop on my way home and bought the bulbs as well as asking if they could be fitted.
"sorry, we're not doing any bulb fittings. The bulb fitter has rang in sick."

The thing is that they had loads of other fitters working, but none of them were trained to fit headlights! I was annoyed and asked him if there was anything that could be done as I needed the lights not only for my way home but for the journey to work the next day. He said "oh you could go to the other shop." but wouldn't tell me how to get there when I said I didn't know where it was as I'm not from the area. (I know I could Google it but I was pretty sure that from a customer service point of view that wasn't an unreasonable thing for me to ask).

I ended up driving home and going to the Halfords near me. I told them of my earlier experience and they encouraged me to complain, stating that in their branch all of their fitters are trained to do most, if not all, jobs, and that We Fit is something the company are very proud of. They fitted my bulbs in no time at all and were absolutely lovely.

I complained to Halfords this morning via their online survey, then filled out another one for the great service I got from the second branch. I'm just waiting to see if they get back to me. I could have played the card that I'm 20 weeks pregnant, which is what a lot of people told me to say in my complaint, but I didn't really see the point.

worried_jim

Why didn't you have a go a replacing it yourself? You really should learn how to do these things.

photome

worried_jim wrote: »

Why didn't you have a go a replacing it yourself? You really should learn how to do these things.

Maybe becuause she wanted someone else to do it to ease the hassle and after all halfords offered the service so why not.

I have serviced cars for decades but I struggled to get the headlight cluster out of my Kia last week to replace the bulb, with no experience it wouldn't have been easy

Le_Kirk

Sometimes it is very difficult to change light bulbs as, on my car, they seem to have started with the headlamp and built the car round it!!

lulu_92

I only noticed when I pulled up at work. By the time I left work it was dark so I wouldn't have attempted it. I know I should learn but I'd be terrified of doing it wrong, especially in the dark (even with help from a torch!)

My usual port of call is either my brother in law or my step-dad, but as I was 30 miles away from where we live this was my only option.

But that is besides the point.

I just find it amazing that this branch only teaches one staff member how to fit each thing (this was said to me by the guy who served me, when I asked how come there was a fitter outside fitting wiper blades)

worried_jim

photome wrote: »

Maybe becuause she wanted someone else to do it to ease the hassle and after all halfords offered the service so why not.

Didn't work out too well. One day there may not be the convenience of a Halfords. I agree that a lot of cars can be a nightmare and I think that even Halfords say no to some cars (Ford Ka and lots of French crap from memory).

Turn_to_Grey

My old Toyota Avensis was a pain, one side was a doddle, the other side was a bumper off and remove the headlight unit. I still shudder now........

Azari

worried_jim wrote: »

Why didn't you have a go a replacing it yourself? You really should learn how to do these things.

What a pointless and unhelpful comment.

I like your sig.

Blackbeard_of_Perranporth

My local motor factors is cheaper, and also fits, if you ask them for a lot less than some other major stores I would not be seen in!

Nilrem

lulu_92 wrote: »

But that is besides the point.

I just find it amazing that this branch only teaches one staff member how to fit each thing (this was said to me by the guy who served me, when I asked how come there was a fitter outside fitting wiper blades)

Chances are that depending on the size of the store and staff turnover they try to maintain one as the minimum.

It could also be that due to the high number of different models of cars and makes that it's not even just one member of staff, but one member of staff for that model/make for insurance purposes (would you be happy with someone fitting a part into your car and it being his first time on that model/brand?).

Wiper blades tend to be easy as they have one or two "universal" fit systems* and you can probably train someone to do them well enough for the insurance in an hour across half a dozen makes of car.

Lightbulbs on the other hand can be an utter nightmare, even the likes of Vauxall Astra rear light clusters which are theoretically accessible via a little hatch with two or three plastic bolts which are easy to drop/break (especially if older), whilst front lights can require you to be a contortionist with a child's hand and able to fit by touch, assuming you don't have to dismantle the whole front end of the car to get to them (I think there are a few cars that practically require a fully equipped garage with car lift to change a bulb).


*Which doesn't mean they'll fit even if it is the right shape/type of fitting.

PasturesNew

lulu_92 wrote: »

I could have played the card that I'm 20 weeks pregnant, which is what a lot of people told me to say in my complaint, but I didn't really see the point.

Good job you didn't. That really gets a lot of people's backs up.