The customer brought the vehicle to our location on Thursday 11/16/at 8:38am The vehicle was brought into the shop at 10:17am that day 11/16/The majority of the diagnosis time the customer was charged for was performed on the date the vehicle arrived Thursday 11/16/ The customer was updated on the status of the vehicle on 11/16/at 12:18pm in which he approved the additional diagnostic time In fact, the technician assigned to the job was not scheduled on Friday 11/17/ We assigned another technician to work on it Saturday morning 11/18/and the manufacturer website was inactive which prevented us from progressing We attempted again on Sunday 11/19/and the manufacturers site was still down The customer advised on Sunday 11/19/that he did not want to wait any longer and opted to pay for the time we had invested which he had authorized The customers vehicle is equipped with a Cummins engine This engine manufacturer requires dealers to follow their online troubleshooting guide to be compliant with repairs whether the vehicle is under warranty or not Unfortunately without the availability of the manufacturers web based diagnosis tool, we were unable to progress This understandably created a delay for the customer
Per parts manager, Tim C [redacted] [redacted] I have attempted to contact this customer twice to offer a refund and he has not called or came in for it Long story as short as I can make it; he bought a turbo, claimed it to be defect We sent it into Detroit who claimed it was not defective Amy (Warranty mgr) instructed me to let the customer know that it was denied I offered to get the turbo back from Detroit for him since it was rightfully his I reached out to our rep to get it back In the meantime the customer contact [redacted] corporate (NOT the same company as ours) customer service They reached out to me and our rep They attempted to get the old one back from Detroit reman During the process they found that Detroit did indeed pay it despite it being deemed not defective At this point I put them back in touch with Amy who still had not received credit at that point This process took a couple of weeks of back and forth between the four of us Finally Amy received the claim monies and directed me to give the customer a refund Then another problem arose The phone number the customer put on his claim was no longer in service FTL CS provided me with the email he used to lodge the complaint and provide documentation I have sent a message to his email twice and he has not responded (copy attached) I have had an open warranty credit ticket open awaiting his response since 8/( [redacted] If the customer would just contact me with the credit card info I will gladly give him a refund! Tim C [redacted] Asst Parts Manager [redacted]
The customer brought the vehicle to our location on Thursday 11/16/at 8:38am The vehicle was brought into the shop at 10:17am that day 11/16/The majority of the diagnosis time the customer was charged for was performed on the date the vehicle arrived Thursday 11/16/ The customer was updated on the status of the vehicle on 11/16/at 12:18pm in which he approved the additional diagnostic time In fact, the technician assigned to the job was not scheduled on Friday 11/17/ We assigned another technician to work on it Saturday morning 11/18/and the manufacturer website was inactive which prevented us from progressing We attempted again on Sunday 11/19/and the manufacturers site was still down The customer advised on Sunday 11/19/that he did not want to wait any longer and opted to pay for the time we had invested which he had authorized The customers vehicle is equipped with a Cummins engine This engine manufacturer requires dealers to follow their online troubleshooting guide to be compliant with repairs whether the vehicle is under warranty or not Unfortunately without the availability of the manufacturers web based diagnosis tool, we were unable to progress This understandably created a delay for the customer
Per parts manager, Tim C [redacted] [redacted] I have attempted to contact this customer twice to offer a refund and he has not called or came in for it Long story as short as I can make it; he bought a turbo, claimed it to be defect We sent it into Detroit who claimed it was not defective Amy (Warranty mgr) instructed me to let the customer know that it was denied I offered to get the turbo back from Detroit for him since it was rightfully his I reached out to our rep to get it back In the meantime the customer contact [redacted] corporate (NOT the same company as ours) customer service They reached out to me and our rep They attempted to get the old one back from Detroit reman During the process they found that Detroit did indeed pay it despite it being deemed not defective At this point I put them back in touch with Amy who still had not received credit at that point This process took a couple of weeks of back and forth between the four of us Finally Amy received the claim monies and directed me to give the customer a refund Then another problem arose The phone number the customer put on his claim was no longer in service FTL CS provided me with the email he used to lodge the complaint and provide documentation I have sent a message to his email twice and he has not responded (copy attached) I have had an open warranty credit ticket open awaiting his response since 8/( [redacted] If the customer would just contact me with the credit card info I will gladly give him a refund! Tim C [redacted] Asst Parts Manager [redacted]