DTMiller

Obviously a manufacturing defect that has caused great emotional distress and you'll be hearing from his attorney good day I said good day sir.

Wheel Dynamics

Very funny sir...

It was too obvious that there was some outside help that caused this flaw.. but I'm just trying to be nice about my wording since he is our customer...

Cuda911

Have him sign up on Rennlist, then direct him over to the 996 forum with his complaint. We'll take care of it for ya!

HawkFan#12

I feel your pain. Working for an insurance company I see stuff like this all the time. It was in motion at the time and has nothing to do with the paint. If the impact hadn't occurred, the paint would be just fine. Tell your customer to hire an attorney and have a nice day. Some people's kids. Geesh.

Wheel Dynamics

Just wanted feedback to ensure I wasn't crazy or being unreasonable....

Wheel Dynamics

No, it's okay, I did explain to him that if a metal object hit his wheel and only paint was in the way that the paint is the softest material so obviously it would be the first to give... but we are 99.999999999% sure certain that this wheel had some outside help.

ZuffenZeus

Just my 2 cents worth...

Repair the wheel and write it off, then move one with business. Your reputation for quality work will be rewarded down the road. The more you stir the pot on this little snag in business, the greater chance of a negative affect as a result.

Wheel Dynamics

I would feel more compelled if the customer would simply just saying something more alone the lines of "oh, I know this isn't y our fault but I have no clue how this happened but obviously I'd like to get it fixed" just as many of our customers have said in the past and of course we will discount the service work at cost rather than to have someone tell us that it is IMPOSSIBLE to have been anything but faulty workmanship even with scrape marks as proof that there was some sort of damage to the wheel. BTW, the customer picked up and inspected the wheels in person so shipping is not a factor in this.

ZuffenZeus

I completely understand. I owned a business for 20 years and understand the principle behind "choose your battles" and have taken many hits in profit to keep the customer happy. Word of mouth damage is worse than the repair costs. Think about it.

dblvanos

In the bicycle business we call this a JRA warranty claim.

Customer: my carbon fiber frame cracked, I was Just Riding Along.
Me: there are large gouges around the cracked area, sure you did not wreck?
Customer: you and this bicycle brand suck for not wanting to warranty this frame.

Just tell me the truth, I'm human, I'm sypathetic, ill push my brands to sell me a reduced cost crash replacement and I'll pass it along to you at cost and eat the labor on the build.

This thread reminds me, need to call you all to quote refinishing my wheels.

Cuda911

Completely unreasonable and irrational advice.

Atrox

ZuffenZeus

Actually, it's the customer that's being "unreasonable and irrational".

But after the dust settles, you have to ask yourself... Which is less costly to your business in time, crew labor, materials, and reputation?

1. Standing firm and not repairing the damaged wheel based on the evidence. Risk going to small claims court and having to pay court/legal costs and refunding the person's money anyway. Risk having your reputation falsely damaged by this type of person once they hit the car forums and social media.

or...

2. Chalk it up as a loss and repair the damage. Save time and money fighting it in court and protect your reputation.

Remember, we're talking only a $100 to fix this problem and move on with life. If spending hundreds, even thousands of dollar is worth the high-fives and pats on the back, then more power to you.

ZuffenZeus

Don't let the one bad apple cause you to start a pissin' contest with this individual. This type of customer probably only represents less than 2% of your clientele. Am I right? Most of your customers are honest and appreciative of your quality workmanship. This little problem has already caused you several hours of frustration and anguish? If that's the case, then he's already won.

Your compromise with this person is more than reasonable. You're the one that has to chose the next steps and if it's worth the efforts and risks.

Spork

I agree with B3 on this one. I can't tell you how many times I've said, "F this customer. He's trying to pull a fast one on me. I don't care if he never comes back again".

Then after my initial anger, I say, "F it! It's a 100 bucks, who cares? Just go ahead and make it right and comp the customer."

End result is a happy customer, better company reputation and I put the customer in my "ding'em file". Meaning next time he wants something from me I'm going to ding him with an extra $100 that he won't even know about. Probably ding him for $200 just to make me feel good!