What would you do??? Business issue/Maintenance Problem.

Bates Detailing

Bates Detailing

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Hey guys..... been working my butt off all day on one of my fleets and picked up 2 personal details while there. Had one of my guys concentrating on the fleet and I did the in/out details. Well I hate vacuuming so I got my guy to vacuum the inside of a Mazda and concentrated on everything else..... the guy was more than happy that he ride turned out great and even tossed some extra cash my way. Then as Im about to pull out, he yells my name and asks me to come over. He's sit wouldn't go back (electronic controlled) - looks like my guy put it all the way forward and now it was stuck in that position. The owner is a great guy - very nice - but I could tell he wasn't happy about it. I offered him his money back and he said no, not to worry about it..... but I felt really bad about it and offered it back again - then he took it and gave me half of it back and said go ahead and take this. I told him to let me know how much it costs to fix and I'll take care of it for him - he replied no, don't worried about it. Well I am the type to worry about these things and now Im wondering what to do. I will be back next week to service the same fleet at the same location (he works next door). What would you all do? This is the first problem I have had in many years of detailing - how would you all handle it?
 
B&B Tennessee said:
Hey guys..... been working my butt off all day on one of my fleets and picked up 2 personal details while there. Had one of my guys concentrating on the fleet and I did the in/out details. Well I hate vacuuming so I got my guy to vacuum the inside of a Mazda and concentrated on everything else..... the guy was more than happy that he ride turned out great and even tossed some extra cash my way. Then as Im about to pull out, he yells my name and asks me to come over. He's sit wouldn't go back (electronic controlled) - looks like my guy put it all the way forward and now it was stuck in that position. The owner is a great guy - very nice - but I could tell he wasn't happy about it. I offered him his money back and he said no, not to worry about it..... but I felt really bad about it and offered it back again - then he took it and gave me half of it back and said go ahead and take this. I told him to let me know how much it costs to fix and I'll take care of it for him - he replied no, don't worried about it. Well I am the type to worry about these things and now Im wondering what to do. I will be back next week to service the same fleet at the same location (he works next door). What would you all do? This is the first problem I have had in many years of detailing - how would you all handle it?
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Keep jiggling the button. This is a common occurence when you put the seat in the "all the way forward position"

It is a bit nerve racking I agree. This wouldn't happen to be a Benz, Volvo or Lexus now would it? These are the cars I seem to have the most problems with

GL BB,

Flash
 
Flash Gordon said:
Keep jiggling the button. This is a common occurence when you put the seat in the "all the way forward position"

It is a bit nerve racking I agree. This wouldn't happen to be a Benz, Volvo or Lexus now would it? These are the cars I seem to have the most problems with

GL BB,

Flash
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I think it was a Mazda 3 - I was so slammed with the fleet and people stopping asking for cards that I didn't even pay attention to what model it was. The bad thing is that I am home now and he had to take off in it. He is a hefty guy so he wasn't comfortable at all in the seat - worried something might happen here.
 
B&B Tennessee said:
I offered him his money back and he said no, not to worry about it..... but I felt really bad about it and offered it back again - then he took it and gave me half of it back and said go ahead and take this. I told him to let me know how much it costs to fix and I'll take care of it for him - he replied no, don't worried about it. Well I am the type to worry about these things and now Im wondering what to do. I will be back next week to service the same fleet at the same location (he works next door). What would you all do? This is the first problem I have had in many years of detailing - how would you all handle it?
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Part #2...Never offer your money back. Just tell the customer you will arrange to have it repaired preferably, or have them return with a receipt after repairs and you will reimburse them. If you happen to be cash strapped when something like this happens, explain it to your customer and give them everything you can ($) at that time. From that point make every possible attempt to get this paid off in a timely manner

Regards,

1/2 of 1 cent ;)
 
Flash Gordon said:
Part #2...Never offer your money back. Just tell the customer you will arrange to have it repaired preferably, or have them return with a receipt after repairs and you will reimburse them. If you happen to be cash strapped when something like this happens, explain it to your customer and give them everything you can ($) at that time. From that point make every possible attempt to get this paid off in a timely manner

Regards,

1/2 of 1 cent ;)
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Ok - sounds good..... I so wish it was an issue appearance wise that I could easily fix - but a damn electrical seat. Well - I will keep that in mind Flash.... preciate your help here man.
 
B&B Tennessee said:
I think it was a Mazda 3 - I was so slammed with the fleet and people stopping asking for cards that I didn't even pay attention to what model it was. The bad thing is that I am home now and he had to take off in it. He is a hefty guy so he wasn't comfortable at all in the seat - worried something might happen here.
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I'm sorry, but LOL to chubb's driving home in the "All The Way Forward " position

Call him up, or better yet, track him down and take another looksy. Make sure none of the electrical connections have become disconnected during cleaning, and also jiggle the hell out of that handle. This has happened to me on numerous occasions and I have yet, had one not become opertable again. Once you get it going, it will preform as it should.

There is a chance that the switch could've played out. If this is the case, see if there is anyway you could arrange to pickup his car on Monday morning and get this taken care of. If you don't already have a wrench you use. Let your fingers do the walking in the Yellow pages for an independant Mazda repair shop. It will be much cheaper then the dealer and knowing the way you hustle, you probally will be able to pick up work from them
 
Mechanical parts break/wear out all the time. That's why there's repair shops all over the place including dealerships. There is no evidence that you created this problem unless you got it wet? Could this be the case? I'd suggest that he take it to a shop to diagnose the problem and get back with an estimate for repairs. They need to determine the cause and origin and go from there. If it's due to water, then you should pay. If not, it's not your problem.

How did you not notice that the seat was all the way up when you were finished? I always return them to normal/average position.
 
I had this happen on a Volvo recently,

I had the car turned on and could not get the seats to budge and the switch would not take it back.

Turned out all I had to do was recline it back and then the power seats would work.

I actually do not think you messed up the seats at all.
 
Sounds stupid...but if you sit in the seat, and give it a good bounce. Sometimes it will move again. I've had the happen a few times. But I've always gotten going again.

As for him taking half the money you EARNED. I think that's kind of an ass move on his part. Your detailing has nothing to do with that. I mean unless you went under the seat and snipped wires...that's not your fault. Electronics go all the time. Cleaning someones vehicle doesn't make you responsible for failed gadgets.

I would have said, we've done nothing out of the norm with your electronics except use them for their specific function. If he wanted to take it somewhere to get it fixed...and they actually said it had something to do with you (which they wouldn't)...then that's different. I can't believe he took half his money! lol, that just sounds crazy to me. :bash:
 
Go find that fool and get your money back! You're just a good business owner, and wanted to make it right. But, I think he was smiling while he drove off cause he made out on that deal. Damn it! Now I'm upset! haha

The seat prolly does that all the time, and he knows it. Probably used it to save some dough.
 
David Fermani said:
Mechanical parts break/wear out all the time. That's why there's repair shops all over the place including dealerships. There is no evidence that you created this problem unless you got it wet? Could this be the case? I'd suggest that he take it to a shop to diagnose the problem and get back with an estimate for repairs. They need to determine the cause and origin and go from there. If it's due to water, then you should pay. If not, it's not your problem.
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:iagree: Parts do tend to wear out from time to time. Its just unfortunate it happened while it was in your possesion

Good to see you posting over here again David. Did you ever do a follow up on that 1 year deal you were doing on your company car?

Grizzly said:
I had this happen on a Volvo recently,

I had the car turned on and could not get the seats to budge and the switch would not take it back.

Turned out all I had to do was recline it back and then the power seats would work.

I actually do not think you messed up the seats at all.
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Volvo's are definately the worse. I hate those freekin cheap a$$ cars
 
Might want to check the fuses as well. I've had this happen to me a couple times and like everyone says usually if you mess with the lever a little bit it will start up again. Also, check the connections under the seat. You could have caught it with the vacuum and simply loosened it up.

On another note does the back of the seat lean back and forward?
 
Sounds like you explored all your options to him. I wouldn't have offered money back. Seems to me he took his money back because you offered twice. Which essentially gave him time to think "oh hey i'll just take it... then fix the seat myself when I get home". Yeah, no need to panic about this sort of situation. If you burned through his paint it may be a different story.
 
Kristopher1129 said:
Go find that fool and get your money back! You're just a good business owner, and wanted to make it right. But, I think he was smiling while he drove off cause he made out on that deal. Damn it! Now I'm upset! haha

The seat prolly does that all the time, and he knows it. Probably used it to save some dough.
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I agree and disagree

I agree the client made out like a bandit, as he probally already has the seat working properally again (if he jiggled and bounced lol)

I disagree that he knew about this, as most ppl don't tend to put there seat in the "All The Way Forward" position

Never the less, I would be on the horn with him right now and let him know you would like to take another look at this ASAP
 
Flash Gordon said:
I agree and disagree

I agree the client made out like a bandit, as he probally already has the seat working properally again (if he jiggled and bounced lol)

I disagree that he knew about this, as most ppl don't tend to put there seat in the "All The Way Forward" position

Never the less, I would be on the horn with him right now and let him know you would like to take another look at this ASAP
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Agreed.
 
Flash Gordon said:
I agree and disagree

I agree the client made out like a bandit, as he probally already has the seat working properally again (if he jiggled and bounced lol)

I disagree that he knew about this, as most ppl don't tend to put there seat in the "All The Way Forward" position

Never the less, I would be on the horn with him right now and let him know you would like to take another look at this ASAP
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I know, ha. I was just being a dink. :xyxthumbs:
 
fancyfootwork said:
Sounds like you explored all your options to him. I wouldn't have offered money back. Seems to me he took his money back because you offered twice. Which essentially gave him time to think "oh hey i'll just take it... then fix the seat myself when I get home". Yeah, no need to panic about this sort of situation. If you burned through his paint it may be a different story.
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You bring up another good point. If someone offers you a tip, graciously accept it and move on. Sometimes, if you tell them "thats not necesary", they will fold there money back up into their wallett and you will be cursing yourself upon leaving :bolt:
 
As for any repair,

You earned the damn money that you were given.

I would have told him to bring me a bill stating the likely cause of failure and if it were determined water or cleaner got in or on something that I would have just contacted my insurance company.

 
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