Initial Business Response /* (1000, 6, 2014/06/20) */
In response to your recent letter, received 12 June, 2014,1 was contacted by the customer on 11 June, 2014 and asked if I could contact a repair facility in Ontario, of which I did duly, to give assistance as there was an issue with her...
vehicle. I contacted the facility and spoke to a representative there who said the issue with her vehicle was to do with the transmission. We spoke briefly about possible issues and to cheek relevant possible causes. He was under the impression the repair done here was fairly recent until I conveyed that it was repaired in 2010 and collected in January 2011,
It is true that the transmission had developed a shift issue after it was repaired the first time, but this was caused by a defective part supplied to us. The failure was beyond our control and was consequently repaired, free of charge, under warranty. However, the other times, shortly after the vehicle returned, were not related to the transmission and
were two independent issues,
When the vehicle first arrived and was diagnosed, it was discussed that the course of repairs was to either fit a factory unit or repair the fault inside the original unit. It was decided that to repair the existing unit would be cheaper than the factory unit. However, the exact cost could not be determined until the transmission was stripped to assertain the cause of the failure. This was confirmed after the unit was stripped and the defective parts that caused the failure were identified and, subsequently, conveyed.
If you examine the final invoice, it represents several jobs, not just one. Plus the costs to replace the defective parts in the transmission found at the time that were indeed cheaper than the factory part. Additionally, the warranty given for the repair matched the one year/20,000km warranty of the factory part. I feel we represented ourselves accordingly with the options of repair and met the warranty period satisfactory for the work completed to replace the defective parts. We even went over and above 'our mandate to locate the parts needed, as the parts required were not available from the vehicle manufacturer. Additionally, as the owner was on holiday and could not collect the car during normal business hours. I came in outside of normal business hours on the weekend, drove to the airport hotel where she was staying and collected her and her husband to enable the collection abet' vehicle thus saving an additional journey back into town from her home.
Initial Business Response /* (1000, 6, 2014/06/20) */
In response to your recent letter, received 12 June, 2014,1 was contacted by the customer on 11 June, 2014 and asked if I could contact a repair facility in Ontario, of which I did duly, to give assistance as there was an issue with her...
vehicle. I contacted the facility and spoke to a representative there who said the issue with her vehicle was to do with the transmission. We spoke briefly about possible issues and to cheek relevant possible causes. He was under the impression the repair done here was fairly recent until I conveyed that it was repaired in 2010 and collected in January 2011,
It is true that the transmission had developed a shift issue after it was repaired the first time, but this was caused by a defective part supplied to us. The failure was beyond our control and was consequently repaired, free of charge, under warranty. However, the other times, shortly after the vehicle returned, were not related to the transmission and
were two independent issues,
When the vehicle first arrived and was diagnosed, it was discussed that the course of repairs was to either fit a factory unit or repair the fault inside the original unit. It was decided that to repair the existing unit would be cheaper than the factory unit. However, the exact cost could not be determined until the transmission was stripped to assertain the cause of the failure. This was confirmed after the unit was stripped and the defective parts that caused the failure were identified and, subsequently, conveyed.
If you examine the final invoice, it represents several jobs, not just one. Plus the costs to replace the defective parts in the transmission found at the time that were indeed cheaper than the factory part. Additionally, the warranty given for the repair matched the one year/20,000km warranty of the factory part. I feel we represented ourselves accordingly with the options of repair and met the warranty period satisfactory for the work completed to replace the defective parts. We even went over and above 'our mandate to locate the parts needed, as the parts required were not available from the vehicle manufacturer. Additionally, as the owner was on holiday and could not collect the car during normal business hours. I came in outside of normal business hours on the weekend, drove to the airport hotel where she was staying and collected her and her husband to enable the collection abet' vehicle thus saving an additional journey back into town from her home.