DIY Auto Repair

[AuroraProject]

I'm looking for some opinions here, I have been dealing with a frustrating situation at work lately. I work for a large chain auto parts store (I'm a full time college student who just needs some money to pay the bills), and we cater to DIY customers.

One would think that there are two ways to get your car fixed, take it to a professional mechanic or do it yourself to save a few bucks. Personally I opt for the first choice (I spent 12 years as a dealer tech), but many prefer or need the second choice. When you choose to do it yourself you are forgoing any type of labor warranty, as most parts retailers will only warranty the part in the event of failure.

This is the situation I'm currently dealing with, a customer comes in and buys an automatic transmission from me around 4 months ago. The trans arrives and he picks it up, takes it home, and with the help of his son installs it in their garage using hand tools and jackstands. Everything is fine for about 3 months, the trans seems to be having issues, he takes it to a shop for further diagnosis. The shop finds the trans is not going into torque converter lockup, and there is some particulate matter in the valve body. So the customer calls me and starts a warranty claim, but he failed to mention the shop at all. We order him a new trans and he picks it up. 4 days later he is back with the defective trans and a bill for $275 from the shop who did the R&R work. Now, it clearly states on the receipt and all paperwork he received that we will not in any event pay for labor, DIY menas DIY.

I'll let you know how the story ends later, as I have to go to work now. But I'm curious on your thoughts on this, should we (The parts store) be liable for the shop labor? (By the way, the manufacturer of the trans wont pay anything, so it's between us and the customer) The customer was capable enough to install it himself the first time, why not the second? In the long run he has lost money by choosing this route, going to a pro shop in the first place would have been more cost effective.

 

[bozebuttons]

Being in the automotve field for over 35 years,I own a repair shop. You are not liable for labor costs,at least not in my State.
The customer is responsible for labor costs,you are not, as stated on your bill to him.Morally you are not responseable either,you only have to guarantee the part,He was the origional installer not you.

 

[knestle]

Quote:

Originally Posted by AuroraProject should we (The parts store) be liable for the shop labor?

If there was a problem with the trans the customer should have come to you first. Your store did not authorize any inspection or associated labor.

Everything the customer did without consulting you is his responsability.

He authorized the inspection, he pays for the labor.

The sum of the I.Q for the entire planet is a constant, the poulation of the planet is a variable (which only increases).

Translation: People just get dumber and dumber.

Have fun

Ken

 

[Mr.PD]

Everything I ever bought from a parts store that had a warranty specifically excluded any labor costs.
I think the guy is a jerk for even trying to get the store to pay for R&R of a transmision he put in first. You guys replaced the tranny, you are done.

 

[AuroraProject]

I see we share the popular opinion on this, however my company decided to pay this guy the money, I guess if you (or your wife in this case) makes a big enough scene you can get whatever you want. I don't agree with the decision, and it ticks me off (I wont lose any sleep over it though!). I don't understand how this guy thinks we should be held responsible for the R&R fee's, I could understand it if we were a repair shop, but we're not.

Thanks for the input guys, I asked a couple of friends and they sided with the customer, I didn't think I'd be the only one to disagree with this.

 

[Mr.PD]

I wish the parts stores around here were that generous.