A customer comes into a dealer to request that a part he purchased be installed on his vehicle. He purchased the part at another automotive parts supplier and just needs a technician to install the part. The dealer agrees and installs the part as requested on the customer’s vehicle. A day later the customer goes back to the dealer to complain he is still having the problem, no start. The dealer double checks their workmanship finding no issue’s but does diagnose the part is defective because it is leaking internally and externally. The problem however would only have been discovered if the vehicle had a full tank of gas at the time of installation. The customer takes the part back to the parts store he purchased it from and finds the new part he purchased is defective. The parts store agreed that they did sell a defective part and only offers to replace the part or refund his money. They refused to reimburse his cost for labor siting the warranty only covers the part. He later returns to the dealer demanding a full refund because the dealer did not know the part that he brought was defective?  The car was towed in because it did not run, but once it was repaired the vehicle left under its own power. Who is at fault? The parts supplier or dealer and who should pay?
Jun 28
2 comments
Dustin Rue
June 29, 2011 at 9:59 pm (UTC 0) Link to this comment
Dealership is not at fault IMO. While the dealership could offer to install the new part for free I don’t it is something they should be “required” to do.
Tim Jubie
June 29, 2011 at 10:08 pm (UTC 0) Link to this comment
The dealership did reduce the bill, paid the tow bill and the customer still believes they are at fault. The automotive parts store only offered a refund for the parts and nothing else in return. Customer is taking the dealer to court and will loose!