1EVLC7 Posted April 29, 2010 Share Posted April 29, 2010 You are the Service Mgr. dealing with this particular senario. How would you handle it in a professional manner? A customer comes in to see you with tire wear issue, He/She feels these tires should have lasted more than 12,000 miles and wants GM to replace all 4 tires. What do you tell the customer? Note: Front tires showing normal wear, measuring apprx. 6/32nds Customer wants a complete matched set! All four! /monthly_04_2010/post-637-1272560109.jpg" rel="external nofollow"> /monthly_04_2010/post-637-1272560119.jpg" rel="external nofollow"> /monthly_04_2010/post-637-1272560140.jpg" rel="external nofollow"> /monthly_04_2010/post-637-1272560167.jpg" rel="external nofollow"> Link to comment Share on other sites More sharing options...
Buccaneer Posted April 29, 2010 Share Posted April 29, 2010 Tell the customer to stop letting their children drive the car or get lighter shoes for that right foot. If this is a good and loyal customer to the dealer and they know them well, then "maybe" offer to replace the rears only, but...WoW! That's messed up. Link to comment Share on other sites More sharing options...
ICULUKN Posted April 29, 2010 Share Posted April 29, 2010 Uh... That is an XLR not some V6 CTS... 12k on those rears is more than plenty considering the burnout show they went through...LOL Link to comment Share on other sites More sharing options...
P51tj Posted April 29, 2010 Share Posted April 29, 2010 Ensure alignment is good, replace the rears as premature wear and tell customer nothing was found wrong and the rears will be replaced as a one time "good faith". Now I say hahahahah, nice try, get outta here. Link to comment Share on other sites More sharing options...
wickedfastvette Posted April 29, 2010 Share Posted April 29, 2010 Ensure alignment is good, replace the rears as premature wear and tell customer nothing was found wrong and the rears will be replaced as a one time "good faith". Now I say hahahahah, nice try, get outta here. Link to comment Share on other sites More sharing options...
az-gold Posted April 29, 2010 Share Posted April 29, 2010 You are the Service Mgr. dealing with this particular senario. How would you handle it in a professional manner? A customer comes in to see you with tire wear issue, He/She feels these tires should have lasted more than 12,000 miles and wants GM to replace all 4 tires. What do you tell the customer? Note: Front tires showing normal wear, measuring apprx. 6/32nds Customer wants a complete matched set! All four! /monthly_04_2010/post-637-1272560109.jpg" rel="external nofollow"> /monthly_04_2010/post-637-1272560119.jpg" rel="external nofollow"> /monthly_04_2010/post-637-1272560140.jpg" rel="external nofollow"> /monthly_04_2010/post-637-1272560167.jpg" rel="external nofollow"> Link to comment Share on other sites More sharing options...
Desertdawg Posted April 29, 2010 Share Posted April 29, 2010 copy, print - bill Tech spent 2 hours diagnosing and couldn't replicate the problem, noted non standard throttle position experienced multiple events! (Warranty Voided) R&R four muffler bearings R&R rear differential cover bolts R&R filter selenoid blinker fluid resevior Excessive fibers noted front pass carpet, R&R entire interior, excessive fibers returned to pass. carpet Serv Mngr recommend undercoating to prevent further containamation of metal structures by road spray. Link to comment Share on other sites More sharing options...
Eddie44 Posted April 29, 2010 Share Posted April 29, 2010 I'd replace the rears as a "one time good faith" deal and void their warranty for abusive driving Link to comment Share on other sites More sharing options...
TheCMSH Posted April 29, 2010 Share Posted April 29, 2010 If this is a "real life" situation then you need mediation of some sort. You need to bring in a tire rep and have them write a statement to the effect that in their professional evaluation that no tire would wear like that under normal driving. Unless the tire manufacturer has a known issue with tread wear the customer doesn't have a leg to stand on. The tire codes for all four tires need to match up, ie the tires need to be the same make, model, speed rating, manufacture day, etc, if no premature wear exists in the other tires the customer has no claim. Take it out of your hands, let it be the rep's expert opinion that shuts them down, screw "good faith" replacement. They're trying to screw you so why "good faith" anything? Have they bought multiple cars from you over the years? Link to comment Share on other sites More sharing options...
theChad Posted April 29, 2010 Share Posted April 29, 2010 I'd weigh their right foot... if it's too heavy, I'd tell them to go kick rocks until they get the lead out. Link to comment Share on other sites More sharing options...
1EVLC7 Posted April 29, 2010 Author Share Posted April 29, 2010 If this is a "real life" situation then you need mediation of some sort. Link to comment Share on other sites More sharing options...
Bigfoot Posted April 30, 2010 Share Posted April 30, 2010 Give him Drew's card and tell him to ask for the ACE discount. Link to comment Share on other sites More sharing options...
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