How to deal with this complaint?

I

imported_Picus

New member
Hey guys; I wasn't going to post this here but I am honestly perplexed. I haven't had a complaint about paintwork in... well, never, and this one is shocking to say the least. The owner of this car:



http://autopia.org/forum/click-brag/88962-10-days-lot-cars-attack-audis.html



(SECOND ONE DOWN, 2001 A4)



is apparently not happy with the job, over a month later (the detail was done on 4/17). To give you the backstory, as mentioned in that thread his g/f had used a chipper to chip away some ice, and in turn had marred the car horribly. Not only that, but as you can clearly see the swirls were what I think we can all agree are "really, really bad". When he arrived we discussed the possibility that some of the marring would not be removed, as you can see from some of the pics:



m.jpg




i.jpg




etc...there was a lot of marring well into primer. As you can see by my process I 'went to town' on the car, when I was done I would say quite honestly that 99% of the marring was gone. If I had to guess I'd say maybe 5-7 scratches remained, mostly on the rear deck and hood, all well into primer. I was provided no touch up paint.



When he picked up the car I showed it to him under the halogen lights, he was very pleased and gave me a tip.



He now says a month later he has "noticed some swirls coming back". Of course we all know this just means he is washing the car improperly, which I have tried to relay to him. FWIW, when I e-mailed him my pictures I sent him links to autopian 'how to wash' guides, per his request. He mentioned in his latest email to me he has been through auto washes.



So what am I to do? Honestly, were this something I considered a legitimate complaint I would run right over and do the whole car again, but it's clear to me he has just re-swirled the car either a) thinks I used fillers? b) just wants a freebie, or c) really doesn't understand he is doing the damage. I am tempted to just tell him that's too bad.



Thoughts?
 
I' think he is #3, possibly #2 on top of that.



not sure what you charge but I'd tell him that for a fee you are willing to grind off more clear to correct the damage. Just explain to him that this is what happens with improper care. Make it clear that it has absolutely nothing with you.



some people: :wall
 
BigAl3 said:
would you be able to just re-do the section and not the whole car that has the problem area(s)?
Click to expand...



The whole car is the problem, he says "i have been through a few TOUCHLESS car washes... i noticed my swirls come back."



I have not seen the car since it left me, however I can say with 100% certainty there were no swirls on it when it left.



I'd say there is a 99% chance he just doesn't realize he is doing the damage, but it is going to be at my expense.



tdekany; do you think it's wise to work on the car again? It seems like he'd just complain again in a month. I made it very clear when he picked up the car (showing it to him with halogens on it) that it was swirl free, but improper washing would result in swirls again, which is why I sent him links to "how to wash your car" FAQs.
 
Picus said:
The whole car is the problem, he says "i have been through a few TOUCHLESS car washes... i noticed my swirls come back."
Click to expand...



i thought it was just a few random scratches. if it's the whole car, that's another story. we all know who's at fault, hope everything gets straightened out...
 
Listen - I just looked at the before and afters for that car.



The befores are absolutely terrible!!!!!!!!!!!!!!!!! He doesn't know what he is talking about.



Ask him if he thinks you also did the damage in the before pictures? Even before you ever saw the car?



Don't you do it!!:mad: :mad: :mad:



Unless he pays you for your time. Send him his before pictures. That should help him realize who is at fault.



He should complain to the car wash place, not you.
 
I made it very clear when he picked up the car (showing it to him with halogens on it) that it was swirl free, but improper washing would result in swirls again, which is why I sent him links to "how to wash your car" FAQs.
Click to expand...

Doesnt that answer your question Picus?

He should take your before and afters to the car wash!!



Heres an interesting article I just received. Im a escriber to this publication, and occasionaly it provides very valuable information.
 
BigAl3 said:
i thought it was just a few random scratches. if it's the whole car, that's another story. we all who's at fault, hope everything gets straightened out...
Click to expand...



No, he was aware of the few random scratches, I pointed each out to him when he picked it up. We also spoke when he arrived about the fact that there *would* be marring that would not come out, particularly on the hood and decklid. He was aware of those scratches all along. His issue now is that "his swirls are back", meaning his light marring, obviously from the car wash place he uses.



To give you guys a little more backstory on why I am hesitant to deal w/him again. He initially arrived an hour late on 4/17, I told him I could keep the car overnight and he could pick it up at 6am (I had to be gone at 7am) or he could pick it up late that night, when I called him. He said he would pick it up that night. I called him at 10:30pm and let him know I'd be done in 30 min, he said he was on his way. He arrived at 1:50am to pick up the car...



Hell, just typing this I've made up my mind, I try to be very, very, cognizant of customer relations but this is a no win for me.
 
a.k.a. Patrick said:
Doesnt that answer your question Picus?

He should take your before and afters to the car wash!!



Heres an interesting article I just received. Im a escriber to this publication, and occasionaly it provides very valuable information.
Click to expand...



Thanks. I just read that - however all it says to me (maybe I am misunderstanding) is that since he complained about his swirls coming back due to his improper washing, other customers of mine have re-swirled their cars, said nothing, and think I am a hack? So what to do, re-polish his car, or tell him to start washing properly (which I've already done)?
 
Picus said:
No, he was aware of the few random scratches, I pointed each out to him when he picked it up. We also spoke when he arrived about the fact that there *would* be marring that would not come out, particularly on the hood and decklid. He was aware of those scratches all along. His issue now is that "his swirls are back", meaning his light marring, obviously from the car wash place he uses.



To give you guys a little more backstory on why I am hesitant to deal w/him again. He initially arrived an hour late on 4/17, I told him I could keep the car overnight and he could pick it up at 6am (I had to be gone at 7am) or he could pick it up late that night, when I called him. He said he would pick it up that night. I called him at 10:30pm and let him know I'd be done in 30 min, he said he was on his way. He arrived at 1:50am to pick up the car...



Hell, just typing this I've made up my mind, I try to be very, very, cognizant of customer relations but this is a no win for me.
Click to expand...





of course not.



Patrick - I was in customer service for 24 years. I was the best at it. However, there are many like this guy. You HAVE to know when to say no.





Say no to this one.



BTW, he should be having you wash the car, not going thru one of those places.



Picus - You are not loosing business.



What redo the car at no charge????????????????????????????????



How many times???????????????????????????????
 
There's a story told at the company I work for. A lady had been a customer for years, but was constantly complaining. The company bent over backwards for this lady, trying to appease her and win her over. This went on for years. Finally, the CEO of the company wrote her a letter stating, summarily, that the company would sincerely miss her, and to have a nice life.



Some customers just aren't worth having. Yes, they can spread some bad will, but often times it's worth it to get rid of them.



Edit: another thing... did this customer think that you could clean/detail his car this one time, and have it be the last time that it needed to be done for the rest of his life? Sounds like he's expecting to never have to wash his car again, to me. Cars get dirty. Swirls, scratches, mars, bird poop happens. He wants to have it done again, he should have to pay for it.
 
Just from looking at those before pics, it's going to be hard to get rid of those deep ones and he needs paint work. People have to understand we don't use those colored waxes anymore. I explain the car before and show them problem areas that maybe might not come out. It's good you took before pics and just by looking at them it could be blended but not cured unless it is painted.



Some people after their car is detailed have a habit of constantly wiping the car down with anything that they think is somewhat usable. I always explain to my customers do not touch it and wash correctly and you are on your own unless you have me do it.
 
If it's my fault I'll jump through hoops to fix it. If I don't believe the person or I think that I am not at fault then they need to jump through hoops to convince me otherwise. Exception would be something that is easy. In this particular case, I would explain that I think the swirls are not coming back they being reintroduced. As such I can fix the problem but will need to be paid accordingly. I'd offer to look at the car if it was brought to me and I had time or I'd wash it if they paid for the service and look at it then. If I later find out that I goofed then boy oh boy would that customer be getting hooked up.
 
After a month, alot of things could have happened. If it were a day after, or a week (stretching it...), I would try to work with him, but would definitely say no after a month.



Is this a "regular" customer of yours? If you did not post this thread, what would YOU have done? What are your thoughts? I say just do whatever would make you sleep better at night. If doing it over and gaining his satisfaction is what you think is right, then do it over. If saying no and being done with him is what you think is right, I'm sure you won't miss him.
 
Picus said:
He arrived at 1:50am to pick up the car...



Hell, just typing this I've made up my mind, I try to be very, very, cognizant of customer relations but this is a no win for me.
Click to expand...



WOW.. 2am thats uncalled for and just flat out rude!



Ya this guy u need to tell NO!
 
Obviously you have a customer that does not understand what you did (right) and what he is doing wrong. He thinks that he payed you for removing the scratches and now they are back. Well if scratches and swirls are REMOVED they dont COME back, they are reintroduced into the paint by improper care. Or in some cases just from everyday wear and tear on the vehicle.



I would try and re- educate this customer, if its worth it, and let him know how it is. Even if you polish this vehicle again, guess whats going to happen in another month. Thats right he is gonna be on the phone again stating "they are back!"



You do excellent work and you should stand your ground unless you believe redoing the work will set you at ease and the customer might be worth it.



We have to face the fact that there are customers, in every industry, that will just complain, either because they are ignorant to what they have just purchased or just plainly a PIA customer that loves to go about life that way.
 
Tell Him you are more than happy to re-do his car and get rid off the swirls which have been caused SINCE last time, and that it'll cost Him "x" amount.



Sounds to me like you got a half-brain bloodsucker as a Customer, and You really don't need people like that in your life.



I suppose to sit on the fence about this though, if none of US knew about washing/cleaning cars properly, we'd all probably wonder why swirls have come back since gettting our cars Professionally Detailed too.



You have to see it from His point of view as well, but unfortunately for Him - HE is in the wrong on ths one.



You have to make the call I'm afraid, but for what it's worth you simply can't educate pork ! As other's have said, He'll only be back in another Month's time wondering where the NEW swirls have come from.......and you're back to square one.
 
Your wasting your time deswirling this car in the begining he clearly isnt educated enough to avoid putting them back again.

You did your job showed him your work he took it to a scratch centre for a top up tell him to go see them .

Do it again for free you gotta be kidding me no way
 
The car showed-up horribly swirled! Why is he surprised that it is horribly swirled again. I'm not quite understanding his logic. As someone else suggested I would send him before and afters of your work under halogen and explain, once more, that he is inducing the paint defects. I would then offer to wash his car and detail it again.



This is a business. If the customer screws-up what you did, how is that your fault.



Just my 0.02. I would not bend over backwards for someone that treated my like I was the idiot.
 
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