TW's Axel and Auto Repair

Tell us why here...The reason for the customer call-back was for any issues that may have arise with the clutch pedal concern. The concern was not dupilicated or no repair was needed at that time, so there was no reason for a call-back. Also, when the customer came into our service
department, she carried in a timing belt, fuel filter, and spark plugs and said she wanted them installedI did exactly what was asked of me and installed the parts.When I did talk to her on the phone, the parts where installed as requested and, at the time, I did not have any new information on the clutch concern because the concern was not present at the time. Thats when the customer tells me she did not authorized the parts to be installed. When a customer brings their own parts and instructs me to install them, that is what is done.So, knowing the customer was not happy with her visit, I offered a substantial discount on the labor that was performedThe original labor charge was $and I had discounted the charge to $312.70, in which she was given a $savingsI gave a discount because we strive to have happy customers, but I gave it out of the kindness and understanding we strive to have for our customers.She told me that was not enough and she still was not happy. Since she still was not happy, I decided to go a step further and offer this: I will re-install her original timing belt, at my expense now, and leave her spark plugs and fuel filter on the vehicle, an not charge her a dime for any work that was done on her carShe stated her timing belt would be compromised nowI told her to let me know what she wished to do. She decided to pay the reduced labor rate and leave.Normally, I do not let our customers bring their own parts to have installed because if that part fails, the blame game starts about if it was a part failure or technician errorI made an exception in this case to help the customer on her repair costs. I gave the customer an option that would not cost her a dime, and that was still not good enough?