How do I deal with this like a grownup?

triumphantreturnofplanningbug · June 2009

Blessed be the Lord, I save all my car paperwork. It gives me ammo for moments like this, when I am about to go utterly batshiz on some seriously incompetent car work.

Last year (10/14/08) I had to have the rear brake rotors replaced on my car. Sweet, lovely, and wonderful car had 55,000 miles on it, so it wasn't exactly a surprise. Of course, it became an urgent safety hazard in the middle of nowhere, PA, so I had to get it done at the only Toyota dealership in what I swear was a 250 mile radius. On the receipt, DH has written "1 year unlimited mileage warranty." $324.74

Today, 7/26/09, just over nine months later, I take my car to my local mechanic for a funy clunking noise in my right rear tire. I'm thinking I've hit a nail or something.

Oh no. It's the rear break rotors. They're warped and in need of replacement. At an estimated cost of...wait for it...$190 including labor, probably $200 after taxes.

Hyper-temperamental me is going "call the dealership! You haven't gone berserker on someone's ass in a long time! It'll feel great, you'll get a full refund, that's like making $125 dollars, c'mon, make the call! You know you'll feel better after yelling, it's in your blood."

So how do I call and discuss this like a grownup? I'm tired, I'm tired of this sort of crap always falling on my shoulders, I'm outraged at the total lack of decent product, I'm in the mood to yell...I need a Nice People Script so that I can handle this like an adult.

Anyone want to help?

Temp76535187505890 · June 2009

::dials the phone::
Salesperson: Hi, this is XYZ Dealership, how may I help you?
Bug: I'd like to speak to the manager of the Service Department please.
SP: Sure, just one moment
::Bug takes a deep breath to calm herself::
Manager: Hello, this is Mr. Not My Problem, how may I help you?
Bug: Yes, I had my car in to your shop last year on 10/14 for a brake repair that I understand carries a one year unlimited mile warranty. Recently I took my car in to my local dealership and it was discovered that the same repair needs to be done on my vehicle again and it has been less than a year. How do I take advantage of the warranty I was quoted when my car was repaired at your shop? I must tell you, that I do not live in your area and cannot bring my car to you for repair.

And then it goes from there

Sunny1inTucson · June 2009

I don't think I have much advice. When a seriously messed up situation requires a phone call on my part, I always get too emotional (I'm more of a crier than a yeller but still).

However, I think the upset person tends to get further over the phone than the nice patient person. Maybe try to be nice and if they start to stonewall you, pull out the "I'm not taking any of this crap" voice.

So first things first, give them the chance to make it right. Don't assume you'll have to yell from the get go. Tell them the situation and that you have the warranty. If they try to shirk responsibility, then pull out the whupass!!

Tarta · June 2009

As a friend of a few far too successful salesmen I suggest you begin your convo with the representative with this type of call for chivalry.

"Hi there. I have a problem and nobody seems to know what to do about it. I'm really hoping your the person who can help me with this." Give them kind of a boost that they have the power to help poor little you out. It works for me sometimes. But often times I'm too annoyed and it shows. I wish I had the cool suave way about me. But I'm far to emotional about things.

Temp76535187505890 · June 2009

Sunny1inTucson:

So first things first, give them the chance to make it right. Don't assume you'll have to yell from the get go.

This especially! Nothing irks me more than someone who starts out ballistic for no reason at all. Yes, you have to get your car fixed again and that sucks royally and shouldn't have happened in the first place but there's no reason to start screaming from the get-go (and in my opinion one should never scream or raise their voice about such things anyway)

kiliwicket · June 2009

sorry, no help here... I'd yell.

nluvntexas · June 2009

dude, i love army's convo. that made me smile and was much needed

i'm sorry bug. i really think that if you have a similar convo to her suggestion it should go over well. i had problems like that with a VW dealership in Fort Worth and it was so frustrating, but once i talked to the manager it got solved very very quickly and very satisfactorily.

triumphantreturnofplanningbug · June 2009

Thank you women.

I pph that script, it's totally what I'm going to use. MUCH appreciated.

Alirebco · June 2009

ArmyQM:
::dials the phone::
Salesperson: Hi, this is XYZ Dealership, how may I help you?
Bug: I'd like to speak to the manager of the Service Department please.
SP: Sure, just one moment
::Bug takes a deep breath to calm herself::
Manager: Hello, this is Mr. Not My Problem, how may I help you?
Bug: Yes, I had my car in to your shop last year on 10/14 for a brake repair that I understand carries a one year unlimited mile warranty. Recently I took my car in to my local dealership and it was discovered that the same repair needs to be done on my vehicle again and it has been less than a year. How do I take advantage of the warranty I was quoted when my car was repaired at your shop? I must tell you, that I do not live in your area and cannot bring my car to you for repair.
And then it goes from there

This

Lotte134 · June 2009

ArmyQM:
Sunny1inTucson:

So first things first, give them the chance to make it right. Don't assume you'll have to yell from the get go.
This especially! Nothing irks me more than someone who starts out ballistic for no reason at all. Yes, you have to get your car fixed again and that sucks royally and shouldn't have happened in the first place but there's no reason to start screaming from the get-go (and in my opinion one should never scream or raise their voice about such things anyway)

Love the script and I totally agree with this! I work in CS and you definitely catch more flies with honey. If someone is kind to me I'm much more likely to go above and beyond to help them.

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