At this point we stand behind the independent diagnosis of Alpine regarding the internal issue of the navigation system and that the damage was not cause by any outside influence during our repairs of the dash. We have attached the direct diagnosis we got from them in this complaint as proof of that.
We have offered a discount on the repairs which the customer has declined to take advantage of. The customer chose not to have it repair and Alpine has now sent the unit back to us.
At this point we can move forward with the work and apply the discount, or the customer can come in and pick up their navigation unit.
As far as the marks on the dash, Acura of Seattle has still not seen the vehicle in order to make a decision on that repair.
The customer has slightly inflated the amount of money he has recently spent, but, ultimately, that is moot point. Our decision isn't based on what a customer has spent, but rather what we feel we have an obligation to repair.
At this point we 100% agree that we damaged the dash while...
attempting to fix a rattle on the customer's vehicle. We have repair that at our cost. I am now being told by the customer it hasn't been repaired to his satisfaction, but he has not brought the vehicle back in for me to inspect. If the marks are still noticeable from where my technician worked on the dash then we agree that we are responsible for that.
Having said that, when the customer last picked his vehicle up from the dealership he claimed that the navigation stopped working and that it was our fault that this occurred. As a dealership in good standing and an Acura Dealership of Distinction for the last 3 years running, we pride ourselves on our quality of work and doing the right thing in the name of customer satisfaction. Unfortunately, in this instance we feel we have no wrong doing in the navigation not working.
To further explain, the customer's navigation unit is underneath the passenger side seat. The repair work we completed on the vehicle was with the brakes and the dashboard. The technician was nowhere near the underside of the passenger side seat.
In order to offer some type of solution to the issue, I offered the customer AT NO CHARGE, to remove the unit from under the seat and then send it to ALPINE to have it bench tested to determine the failure of the unit. I explained that if ALPINE comes back with a diagnosis that is a result from maybe us accidently kicking it, or hitting it with the vacuum when it was cleaned, that Acura of Seattle would have no problem taking care of the repair BUT if they came back with an diagnosis showing some type of internal electronic failure, then I couldn't be held accountable for that.
At that point we removed the unit and sent it down to Alpine. I have attached their response. It is an internal electrical failure in the power board for the navigation unit.
I called the customer and explained the price would be $425. to repair and that we couldn't take responsibility for the repair because as per our original discussion, if it were an internal failure, it wasn't something I could have done to the unit that was in a completely different area from where my technician was working. I explained to him the vehicle is almost 13 years old and has 159,000 miles on it and unfortunately things fail, and while the timing is unfortunate, the company that repairs these units for Acura confirmed an internal failure.
I offered him proof of the email from alpine. He claimed anyone can make up a fake email chain. I assured him it was not fake and I have attached a printed copy for your records.
He later came into the dealership and spoke with my General manager. We offered him a further discount of $100 off of the repair cost and no labor charge. He refused this offer and basically said that he would be contacting some type of legal representation.
At this time we feel that we have done nothing wrong to his vehicle, we've had an outside company verify that it was an internal failure of the unit, and we've offered a sizable discount on the repair needed. Acura of Seattle will not be participating with any further goodwill towards the repair.
The customer has also requested that ALPINE not work on the unit and send it back. We have contacted ALPINE and they will be returning the unit to us.
-Jason T[redacted]
Service Manager
Acura of Seattle
Mr. [redacted] still has a lien with Tapco Credit Union and per our conversation with the credit union04/07 /2017 the gap cancellation check needs to be mailed directly to Tapco Credit Union ck#[redacted] inthe amount of $650.68 for gap cancellation. The check will be mailed out 04/07 /2017 to the...
address[redacted]. If there is any additional questions regarding this matter pleasecontact me via email [redacted] or phone contact listed below.Sincerely,Kevin B[redacted]Acura of SeattleGeneral Sales ManagerOffice: [redacted]Cell: [redacted]
At this point we stand behind the independent diagnosis of Alpine regarding the internal issue of the navigation system and that the damage was not cause by any outside influence during our repairs of the dash. We have attached the direct diagnosis we got from them in this complaint as proof of that.
We have offered a discount on the repairs which the customer has declined to take advantage of. The customer chose not to have it repair and Alpine has now sent the unit back to us.
At this point we can move forward with the work and apply the discount, or the customer can come in and pick up their navigation unit.
As far as the marks on the dash, Acura of Seattle has still not seen the vehicle in order to make a decision on that repair.
The customer has slightly inflated the amount of money he has recently spent, but, ultimately, that is moot point. Our decision isn't based on what a customer has spent, but rather what we feel we have an obligation to repair.
At this point we 100% agree that we damaged the dash while...
attempting to fix a rattle on the customer's vehicle. We have repair that at our cost. I am now being told by the customer it hasn't been repaired to his satisfaction, but he has not brought the vehicle back in for me to inspect. If the marks are still noticeable from where my technician worked on the dash then we agree that we are responsible for that.
Having said that, when the customer last picked his vehicle up from the dealership he claimed that the navigation stopped working and that it was our fault that this occurred. As a dealership in good standing and an Acura Dealership of Distinction for the last 3 years running, we pride ourselves on our quality of work and doing the right thing in the name of customer satisfaction. Unfortunately, in this instance we feel we have no wrong doing in the navigation not working.
To further explain, the customer's navigation unit is underneath the passenger side seat. The repair work we completed on the vehicle was with the brakes and the dashboard. The technician was nowhere near the underside of the passenger side seat.
In order to offer some type of solution to the issue, I offered the customer AT NO CHARGE, to remove the unit from under the seat and then send it to ALPINE to have it bench tested to determine the failure of the unit. I explained that if ALPINE comes back with a diagnosis that is a result from maybe us accidently kicking it, or hitting it with the vacuum when it was cleaned, that Acura of Seattle would have no problem taking care of the repair BUT if they came back with an diagnosis showing some type of internal electronic failure, then I couldn't be held accountable for that.
At that point we removed the unit and sent it down to Alpine. I have attached their response. It is an internal electrical failure in the power board for the navigation unit.
I called the customer and explained the price would be $425. to repair and that we couldn't take responsibility for the repair because as per our original discussion, if it were an internal failure, it wasn't something I could have done to the unit that was in a completely different area from where my technician was working. I explained to him the vehicle is almost 13 years old and has 159,000 miles on it and unfortunately things fail, and while the timing is unfortunate, the company that repairs these units for Acura confirmed an internal failure.
I offered him proof of the email from alpine. He claimed anyone can make up a fake email chain. I assured him it was not fake and I have attached a printed copy for your records.
He later came into the dealership and spoke with my General manager. We offered him a further discount of $100 off of the repair cost and no labor charge. He refused this offer and basically said that he would be contacting some type of legal representation.
At this time we feel that we have done nothing wrong to his vehicle, we've had an outside company verify that it was an internal failure of the unit, and we've offered a sizable discount on the repair needed. Acura of Seattle will not be participating with any further goodwill towards the repair.
The customer has also requested that ALPINE not work on the unit and send it back. We have contacted ALPINE and they will be returning the unit to us.
-Jason T[redacted]
Service Manager
Acura of Seattle
Mr. [redacted] still has a lien with Tapco Credit Union and per our conversation with the credit union04/07 /2017 the gap cancellation check needs to be mailed directly to Tapco Credit Union ck#[redacted] inthe amount of $650.68 for gap cancellation. The check will be mailed out 04/07 /2017 to the...
address[redacted]. If there is any additional questions regarding this matter pleasecontact me via email [redacted] or phone contact listed below.Sincerely,Kevin B[redacted]Acura of SeattleGeneral Sales ManagerOffice: [redacted]Cell: [redacted]