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You are a ripoff, now do me a nice favor!
New customer dropped off a 2002 high-end vehicle for repairs. We did a service and replaced an oxygen sensor for a check engine light. As happens on these cars, the fuel pump assembly (in tank) had developed a crack on the fuel outlet nipple, and started pumping gasoline over the top of the tank, which would then blow about the entire rear underside of the vehicle while driving.
It was a long process getting the correct pump and second sender. This year and model has about 6 flavors of emissions system, with every pump assembly subtly different. The first order was complicated by the fact that the customer wrote it as an 04 instead of an 02, as if she'd impress us with a "newer" car. Shoulda verified the year. The second pump was wrong too, different connector configuration and ejector setup. Finally got the right one installed on a Friday morning. I now have an extra $700 of company money tied up waiting for refunds from the supplier, thanks to this ungrateful customer.
The woman kept calling all week, asking if it passed the smog. Every time, we explained that the fuel system was apart for repairs, and the car would have to be driven many miles to set the monitors before it could be smogged. I sent the tech on 2 long drives, and drove it myself, to no avail as several monitors didn't run. Mrs. Call Several Times A Day could NOT, for some reason, pick the car up that day.
Saturday, when I was in the mountains quadding, she leaves this pissy message, "I can't believe you're not even open Saturday! Waaaah, waaaaah, waaaaaah."
Monday, she calls and asks if she can pick up the car the next day.
Tuesday, she comes in an hour after opening, complaining that she needs to hurry because she's already 2 hours late for work.
I gave her the total, which was actualy more than $100 less than the original estimate because of the different pump and no smog performed. When I told her the number, which had been gone over the week before ad nauseum, she stoopped, slumped, and began complaining, "I feel like I'm just getting ripped off. I just brought it in for 2 things, and now its over $1200! I just paid $100 for a daaaahg-nostic [sic] a week ago, and they didn't say NUTHIN' about the fuel pump!" I basically pointed out that she consented to pay this amount for the work, and the time to question it was THEN, not after the work was completed. I also told her plainly that I did NOT want to do business with anyone who feels I'm ripping them off, and she is free to find another shop if that is the way she feels. She deflated noticibly when I didn't switch to kiss-the-complainer's-ass mode, but kept on about being ripped off.
Then... her card declined! She needed to get on the cell with her bank, which gave me a respite from being in the office with her. At one point, when I went in while she was on hold, she says, "Can you rinse the car for me?" There was a rain shower the day before, so every car in the lot was all dusty and dirty looking. I said, we could do that, and left the office, thinking, the nerve! I turned the car around, but did not rinse it. F THAT!
Finally, she gets her transaction limit adjusted and the job is paid for. We go walking to the car, and she is still haranguing about being ripped off. Then she sees the car is not rinsed and her voice pitches into an even higher state of pissoff.
"You can't wash the car? Ever'body washes the car!"
Maam, you just insulted me and insinuated that I was ripping you off, now you want me to wash your car? I don't think so!
As I started to walk away, she let out a magpie-like snarl, "You should wash the car! That's what NICE people do! You just took $1300 from me, and you don't even say thanks! "
Over my shoulder, I told her to have a nice day, then continued back to the shop, thinking, "We appreciate your fvcked-up business!"
It was a long process getting the correct pump and second sender. This year and model has about 6 flavors of emissions system, with every pump assembly subtly different. The first order was complicated by the fact that the customer wrote it as an 04 instead of an 02, as if she'd impress us with a "newer" car. Shoulda verified the year. The second pump was wrong too, different connector configuration and ejector setup. Finally got the right one installed on a Friday morning. I now have an extra $700 of company money tied up waiting for refunds from the supplier, thanks to this ungrateful customer.
The woman kept calling all week, asking if it passed the smog. Every time, we explained that the fuel system was apart for repairs, and the car would have to be driven many miles to set the monitors before it could be smogged. I sent the tech on 2 long drives, and drove it myself, to no avail as several monitors didn't run. Mrs. Call Several Times A Day could NOT, for some reason, pick the car up that day.
Saturday, when I was in the mountains quadding, she leaves this pissy message, "I can't believe you're not even open Saturday! Waaaah, waaaaah, waaaaaah."
Monday, she calls and asks if she can pick up the car the next day.
Tuesday, she comes in an hour after opening, complaining that she needs to hurry because she's already 2 hours late for work.
I gave her the total, which was actualy more than $100 less than the original estimate because of the different pump and no smog performed. When I told her the number, which had been gone over the week before ad nauseum, she stoopped, slumped, and began complaining, "I feel like I'm just getting ripped off. I just brought it in for 2 things, and now its over $1200! I just paid $100 for a daaaahg-nostic [sic] a week ago, and they didn't say NUTHIN' about the fuel pump!" I basically pointed out that she consented to pay this amount for the work, and the time to question it was THEN, not after the work was completed. I also told her plainly that I did NOT want to do business with anyone who feels I'm ripping them off, and she is free to find another shop if that is the way she feels. She deflated noticibly when I didn't switch to kiss-the-complainer's-ass mode, but kept on about being ripped off.
Then... her card declined! She needed to get on the cell with her bank, which gave me a respite from being in the office with her. At one point, when I went in while she was on hold, she says, "Can you rinse the car for me?" There was a rain shower the day before, so every car in the lot was all dusty and dirty looking. I said, we could do that, and left the office, thinking, the nerve! I turned the car around, but did not rinse it. F THAT!
Finally, she gets her transaction limit adjusted and the job is paid for. We go walking to the car, and she is still haranguing about being ripped off. Then she sees the car is not rinsed and her voice pitches into an even higher state of pissoff.
"You can't wash the car? Ever'body washes the car!"
Maam, you just insulted me and insinuated that I was ripping you off, now you want me to wash your car? I don't think so!
As I started to walk away, she let out a magpie-like snarl, "You should wash the car! That's what NICE people do! You just took $1300 from me, and you don't even say thanks! "
Over my shoulder, I told her to have a nice day, then continued back to the shop, thinking, "We appreciate your fvcked-up business!"
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