Jimbo 11 Posted January 16, 2018 Last year had just a couple situations where a client bought a car and called on the way home or once home to ask/complain about certain little things like blowers not working or heated screen or rear wipers etc. These small things funnily enough all turned out to be ok once they spent the day getting used to the car/control etc. Was a relief as these cars had so little profit in as it was!! Got me wondering though what do you guys do if people call with complaints. Ones that live too far to take the car back and check over yourselves? things like a knocking noise or rattle or misc mechanical flaws? Share this post Link to post Share on other sites
Row 71 Posted January 16, 2018 Prep well is the key Share this post Link to post Share on other sites
justina3 518 Posted January 16, 2018 There second hand cars no matter how hard you try things go wrong. I stick to what I know so when it goes wrong it’s rare I don’t know what it is. 1 Share this post Link to post Share on other sites
grant8064 219 Posted January 16, 2018 Try and prep as well as can be and then just have a standard procedure in place for complaints. As for control issues, that can easily be overcome by doing a thorough handover explaining the controls, switches and buttons on collection and doing a quick demonstration. If nothing else it makes the customer feel like you care and helps with recommendations to their friends rather than just throwing the keys at them and getting a squiggle on the V5. 3 Share this post Link to post Share on other sites
A & S 20 Posted January 16, 2018 We handover the cars to customers as best order as possible. There will always be comebacks, you have to keep the customer tame because of their rights (in particular the first 30 days) we always ask them to bring the car back so we can sort it out for them, once we got a customer to bring back a VW Sharan, the guy had to do about 200 mile round trip. We offered him to get it repaired an his local garage, he came back with a huge estimate (turbo related issue) so we got him to bring it back, we put him in a hire car which was more economical for us than get his local garage to repair and we pay the bill. Put the car into our local VW Specialist they cleaned the turbo put it back together...perfect we got it fixed a fraction of the price including car hire costs for a week. Always try to help as long as they don't take the michael... Share this post Link to post Share on other sites
Jimbo 11 Posted January 16, 2018 Good advice i think a good PDi is very useful. Was just thinking if someone drove home 100-200+ miles and says somethings not right then your at their mercy and whatever local garage they take it to. Possibly ending up with a massive quote from them and too far to get the car back. Share this post Link to post Share on other sites
Jimbo 11 Posted January 17, 2018 19 hours ago, A & S said: We handover the cars to customers as best order as possible. There will always be comebacks, you have to keep the customer tame because of their rights (in particular the first 30 days) we always ask them to bring the car back so we can sort it out for them, once we got a customer to bring back a VW Sharan, the guy had to do about 200 mile round trip. We offered him to get it repaired an his local garage, he came back with a huge estimate (turbo related issue) so we got him to bring it back, we put him in a hire car which was more economical for us than get his local garage to repair and we pay the bill. Put the car into our local VW Specialist they cleaned the turbo put it back together...perfect we got it fixed a fraction of the price including car hire costs for a week. Always try to help as long as they don't take the michael... So if you had a long distance customer take a fault to their local garage you can never be quite sure the quote is legit and just for the issue they have stated. Are you within your rights to decline their garage quote and insist they bring it back to be accessed by your trusted garage? Share this post Link to post Share on other sites
Arfur Dealy 823 Posted January 17, 2018 11 minutes ago, Jimbo said: So if you had a long distance customer take a fault to their local garage you can never be quite sure the quote is legit and just for the issue they have stated. Are you within your rights to decline their garage quote and insist they bring it back to be accessed by your trusted garage? Yes, your purchase receipt should state the vehicle should be returned in the event of a CRA claim. The customer signs to agree. Share this post Link to post Share on other sites
have a word with the wife 299 Posted January 17, 2018 1 minute ago, Arfur Dealy said: Yes, your purchase receipt should state the vehicle should be returned in the event of a CRA claim. The customer signs to agree. i use the words "whom to contact in first instance" followed by name address phone number. top of invoice. Share this post Link to post Share on other sites
Arfur Dealy 823 Posted January 17, 2018 Lawgistics purchase receipts state clearly the buyer confirms they understand it is their responsibility to return in the event of a claim. Irrespective of distance, it is their responsibility to return in the event of a CRA claim. You can allow a remote goodwill repair which if worded correctly will not count as the (one chance right to repair). That's why you need to judge each claim as per its merit / risk / worth / pain in the assness. Is assness a word.... ? BTW, my 4 year old asked me today why hail (hailstones) is called hail ? Answers please.... 1 Share this post Link to post Share on other sites
Tom 164 Posted January 17, 2018 Hail (of a large number of objects) fall or be hurled forcefully. "missiles and bombs hail down from the sky" Share this post Link to post Share on other sites
Arfur Dealy 823 Posted January 17, 2018 55 minutes ago, Tom said: Hail (of a large number of objects) fall or be hurled forcefully. "missiles and bombs hail down from the sky" Yes, but why specifically "hail" Share this post Link to post Share on other sites
Jimbo 11 Posted January 17, 2018 1 hour ago, Arfur Dealy said: Lawgistics purchase receipts state clearly the buyer confirms they understand it is their responsibility to return in the event of a claim. Irrespective of distance, it is their responsibility to return in the event of a CRA claim. You can allow a remote goodwill repair which if worded correctly will not count as the (one chance right to repair). That's why you need to judge each claim as per its merit / risk / worth / pain in the assness. Is assness a word.... ? BTW, my 4 year old asked me today why hail (hailstones) is called hail ? Answers please.... Interesting thanks. My reciepts dont state that nor have space to write it. I’ll look online for a lawgistics reicept pad 1 Share this post Link to post Share on other sites
A & S 20 Posted January 17, 2018 We do our own warranties, we have been using Law Data for years. That issue i mentioned above got to Consumers Direct from both of us, they said to me it was the customer's choice to buy the car from you, from such a distance so you have the right to ask the customer to bring the car back to be repaired to the garage it was purchased from. Consumers Direct said there are so many cars for sale in between us and where the customer came from, why yours? because yours was a better deal / bargain!! 1 Share this post Link to post Share on other sites
have a word with the wife 299 Posted January 17, 2018 3 hours ago, have a word with the wife said: i use the words "whom to contact in first instance" followed by name address phone number. top of invoice. and at the bottom, where the customer signs it states "i have read and fully understand the terms of this contract" I do my own receipts, years of experience has taught me how best to cover myself, example today, 17 year old, first car, father signed for it, 17 year old cant . judge picked up on my receipts, and questioned the claimant " why are you bringing a claim when you quite clearly have read the contract, signed the contract,and produced it in evidence in my court, yet not followed the terms of the contract ?" Share this post Link to post Share on other sites
Arfur Dealy 823 Posted January 18, 2018 7 hours ago, have a word with the wife said: and at the bottom, where the customer signs it states "i have read and fully understand the terms of this contract" I do my own receipts, years of experience has taught me how best to cover myself, example today, 17 year old, first car, father signed for it, 17 year old cant . judge picked up on my receipts, and questioned the claimant " why are you bringing a claim when you quite clearly have read the contract, signed the contract,and produced it in evidence in my court, yet not followed the terms of the contract ?" Excellent !! Share this post Link to post Share on other sites
Beautiful South Martin 24 Posted January 18, 2018 Jimbo If you send me your email I'll send you a copy of the form I use, not lawgistics, and you can use it as a master copy. I has all this information on it. 1 Share this post Link to post Share on other sites
Jimbo 11 Posted January 18, 2018 23 minutes ago, Beautiful South Martin said: Jimbo If you send me your email I'll send you a copy of the form I use, not lawgistics, and you can use it as a master copy. I has all this information on it. Very kind, have sent a pm thanks Share this post Link to post Share on other sites
Tom 164 Posted January 18, 2018 11 hours ago, Arfur Dealy said: Yes, but why specifically "hail" Ive given you the answer! Hail = objects that fall forcefully. or to be hurled forcefully. Share this post Link to post Share on other sites
Arfur Dealy 823 Posted January 18, 2018 Thanks Tom, I'm daft sometimes Share this post Link to post Share on other sites
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