F-court now in session...

All workshops should consult with the car owner went making investigative repairs like this. Thus find cause/fault work out solution and ring owner and discuss BEFORE the next step.

Even if my car is being serviced and they find something odd ... I expect a phone call BEFORE they fix it, after all I have only committed to a service, not a random mechanic will fix whatever he/she likes.

My parents ran a car repair business and thus my first sentence is how it should be done, and was by my parents. Biggest cause of complaints in this business is due to repairs done without consulting the person paying ...

What to do now?

Er, owner is fncked a bit, but if he/she takes the car back to the same place again ... er, deserves to be financially ruined as he/she is a fool.

Pete

 

Right, if he didn't request/insist on this then lesson learned. See if they'll at least split the cost of the previous bill or something fair. If not then take it somewhere else and get a quote for replacing hose only. That'll save him some money especially if new shop is trying to earn his business.

 

When my water pump gave out, the repair shop did exactly what you suggested by pointing out potential problem hoses and asking if I wanted them replaced. They were worn out, and the work was done. Since your friend never authorized the 2nd repair, I would think he demand them to at least repair the final hose at cost. Don't be afraid to remind the repair shop that cases such as these reflect very poorly on reputation. Especially with auto repair, it doesn't take much to scare potential customers away. And if they don't play nicely, he will make it his priority to spread the news.

 

Legally, I don't think your friend has a case.

However, it was bad business practice on the part of the dealer to not take care of it the first time, give him the option, or offer to cover it when the third hose blew.

Not the kind of service I want from someone working on my cars. But, I also would have been asking and getting a "tour" of what was done, if not from the beginning, immediately after it was completed, that's how I learn.

 

I agree with sixcarbs. It's too bad that the third tube wasn't replaced, but the mechanic is not obligated to do so if it's not in need of replacement.

I've learned (the hard way) to ask my mechanic to always make a list of "while we're here" items to replace whenever he cracks open the motor. It costs a little more, but probably saves me some headaches in the long term.

 

I wouldn't be too hard on the mechanic.

In his opinion the second hose must have looked pretty bad so he decided upon himself that it should be replaced. I am sure he looked at the third hose and felt like it was probably ok and did not need to be replaced.

Unfortunately the third hose gave way. Now it is not really the mechanics fault that it did.

However, he still should have called the owner and discussed the possibility of a problem with other hoses other than the one he was asked to fix initially.

If they are a reputable dealer, then they will make good on it by discounting the 3rd hose installation.

 

The shop isn't responsible for anything on a civil side. They do however sho poor customer service. They should have replaced all 3 and billed him accordingly or replaced the one, then advised him of the possible wear on the other 2 and ask if he would like them repaired. I very seriously doubt a fellow Ferrari owner would elect not to do this, especially for such a cheap part.

 

I think developing a relationship with your mechanic on these cars is much like having a good relationship with a doctor, lawyer, etc.

My mechanic and I lay out a plan of action prior to any repair visit. Then, if anything at all pops up that's unexpected, he gives me a call, right away. (He has home, work and cell numbers for me, and uses them.)

Even to the point where if he thinks a part is too expensive, or that I might be able to get something we need for the car, I always get a call.

Let's face it, almost any service we get is gonna be a multiple thousand dollar check when we're done. That means it need scrutiny from the start to the finish.

But, once again, because I have a good working relationship with the dealer, and more specifically my mechanic, I'm never left in the dark as to what we're doing, and what extra stuff should be done.

Having said all that, I think the mechanic should have called on all hoses. It was an expensive spot to get to, and a relatively cheap part to replace, I'd bet. So, an additional couple of hundred dollars up front saves a couple thousand on the backside, and makes a happy customer. Just good business sense to let the owner know that there was the possibility of failure in all three hoses, then let the owner decide.

Guaranteed the guys at Algar in Philly would have made that call.

DM.

 

Do you guys tip the mechanics?

Do you tip if they own the shop vs just work there?

I've always been in the habit of tipping an employee for most services but not the business owner in general.

 

I gave a nice bottle of champagne to the service manager and my mechanic when my car first rolled out of the shop after it's six month rebuild.

I'll probably give him something when I get it out of storage this Spring.

No cash, thought that might be a little insulting.

DM

 

One question that has not been raised..Was the hose in stock? Some hoses on these cars (and if the car in question is what I think it is) have some bends that the hose is moulded into. Some of these hoses are quite expensive..ie one of the hoses on the 355 that directs heat to the heater core is about $150 from the dealer. With that being said, was the customer in a rush to get the car back? Did he tell the service manager at the dealer that he needed the car ASAP? If this is the case..then of course they didn't replace the hose. If the hose was an expensive part, and possiably the custmer has a history of contesting prices..then maybe they took the chance figureing he wouldn't go for it anyway.

There are so many factors to take into consideration in an event like this. But again as with most stories like this, we only get one side of it. If it was an oversight on the part of the dealer..then yes the cost to repair should be discounted..but if it was done from a cost advantage stand point in the favot of the customer..then the customer is as fault.

 

Pulling an engine is like going under general anesthesia.

You should have a caucus with the mechanic in advance, not just on other hoses, but any other stuff that might make sense while the big labor is occuring.

It is hard to believe there isn't more to this story if the shop in question was a legit ferrari dlr.

 

In that circumstance the owner should be given the option. If it is a common one, the option can be given up front. For example if the car in question was a 550 and we are talking about the hoses under the intake manifold, all 3 are known for failure. Anyone that removes the manifold and does not replace them all is either not familiar enough with the cars to be making those decisions or is already putting you down on the calender for the next visit.

 

Every one likes a little extra money so don't let me discourage you from spreading it around, but... In my experience in the Ferrari biz most mechanics get very tired of dealing with cars that the customer does not seem to notice or care when a good job is done. We deal with many owners that would never be able to tell if the car is really right or not. Going back a week or two later and telling the mechanic how well it runs, works etc. and that you have been able to give it a good test and it is really good, goes a lot farther than you can imagine. It may even make him try harder to impress you next time. Most mechanics have a little more to give if they know you are capable of appreciating it.

 

I bring them beer.

I bring them treats.

I try to earn them more business.

I help "modernize" the shop by providing the dealer issued workshop manuals for all current models on CD (original item, not a copy, obtained legitimately).

I offer to professionally detail their cars.

They give me free advice to problems, which I also use to spread their name.

They comp me lots of small issues which saves me hundreds.

They try to fit me in at the top of the list whenever possible.

Building a good relationship goes beyond this tit-for-tat approach and takes effort on both parts. Ferrari, Jag, Kia, it really doesn't matter. If one party doesn't want to play along and you can't kill them with kindness, treat them like a drive thru.

Sunny

 

According to my math, this is why my car has been more than reliable

a=1
s=19
s=19
k=11
i=9
s=19
s=19
e=5
r=18
Total: 120

r=18
e=5
l=12
i=9
a=1
b=2
l=12
e=5
Total: 64

 

Get a life!

DL

 

I agree with everything that Dave said here. I can also vouch for what he said about Algar's service dept. They have given me that call during a repair and I am glad that they did. It's simply good business and it builds trust. It's a win/win for the service dept. and the customer.

 

I doubt it is worth your while, but legally you DO have a case - only because they did change another hose that was not broken. They set themselves up there.

However, I would say to work something out with them would be much better and easier. They should cover some or all the labor on the 3rd hose.