[s-cars] Timing Belt - Day 2

[Peter Schulz]

Personally I would write everything down - who you spoke with , when , and 
topic of discussion, plus any arrangements/agreements made.

Unfortunately. accidents DO happen, and I would (and maybe because I expect 
courtesy as part of customer service) give the service manager the 
opportunity to make it right BEFORE stepping on his toes (and naturally 
putting him in a defensive position) and escalating this over his head.

So far things seem to be moving forward in your favor (given the crummy 
situation) :
they looked at the car, and gave you a loaner...

If things start going sour (such as we want you to pay xxxx, then escalate 
to higher management)

But make sure to keep a documented trail of WHO and WHEN you speak to people.

-Peter


At 11:19 AM 3/9/2004, mcancellier at adelphia.net wrote:
>Thanks to all for the advice on my shredded timing belt. I visited the 
>dealer unannounced this morning. The service writer was non-committal on 
>fault, but we went out and looked at the engine. The t-belt is shredded. 
>It appears that the t-belt took out the serp belt. We pulled the valve 
>cover and found 6-8 valves down and bent. They are pulling the head today 
>to take a look. I spoke to Greg Hoffman , the service manager and was 
>told, "We are going to fix your car, but I want to figure out what 
>happened first." They sent me off with a late-model A4 loaner.
>
>I figure I should call the General Manager and let him know what the 
>service manager told me and that I expect Phil Long to pay for the repair. 
>Does that sound right? Is there anything else I should do?
>
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Peter Schulz
1990 CQ (perpetually awaiting S2 3b engine transplant)
1991 200 20v TQW indigo mica
1991 200 20v TQW titanium grey
Chelmsford, MA USA
peter at audifans.com