Very much so.
Look from this perspective:
IF you are going to spend time to find a problem without knowing what is the source of the problem then you are entitled to get paid for your time.
IF it turns out that it is ineed a manufacturing defect, then you bill the manufacturer. If it turns out the problem has been caused by the customer for whatever reason, then the manufacturer shouldn't get billed, the dealer shouldn't have to donate their time, but the car owner should pay for the expense.
The dealer is no more than an authorized independent shop to sell and service a manufacturer's line of vehicles.
IF they charge you when it turns out it should be a warrantied part, then that is a whole other story.
Here is an example:
A car owner brings in a car for inspection. IT passes she leaves and comes back saying that her radio isn't working and did when she brought it in.
What would you do at this point, if you were the shop? Keep in mind she is screaming bloody murder and making a big deal about it.
There is no relationship to to radio to the inspection. At least to the naked eye.
So we diagnosed it for free. WE should have quoted diagnostic time and said if it was to be found on our end, that we would cover it. However that is easier said than done.
True story BTW. Her father comes down and takes her side, even though he was a regular customer. So much for trust.
We look at the circuit and trace it back to a blown fuse, which blows again when we install it. We find an earring in the cigarette light that is on the console. Remove it, put in a fuse, the radio works.
Should we have donated out time? I don't think so. But ultimatley we did. Even though it had nothing to do with us. We enjoy working for stress lol.
Be glad to help out with whatever happens.
Thursday, July 24th, 2008 AT 7:12 PM