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  #1  
Old 11-06-2011, 12:29 PM
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Default Dealer Scratch.... What would you do?

So here is the story.... I dropped off my truck last week for a couple minor warrantee fixes. When i went to pick it back up, they left the truck a mess. There were rustly footprints on the interior and generally a mess in and out. So i went back inside and told the service advisor "i am not going to totally bust your balls but the truck is an absolute mess". He replied "i am sorry sir, please bring your truck by tomorrow and i will have it cleaned for you, i will make it right".

That temporarilly made me happy... On the next day i brought the truck back for the cleaning. They went through it rather quickly and missed a bunch of spots but "whatever"... When i came across the front of my truck, i found a HUGE scratch across the whole painted portion of my sport grill!!!!! They obviously did it while washing. I dont think they will be able to buff it out either because i can feel it with my fingernail....

The truck is going back tomorrow for them to attempt buffing it. I am kind of nervous about it, if they cant wash it right will they be able to buff it????

I need your opinions on what i should do if they cant get the scratch out? The truck is litterally perfect otherwise, i literally only have one stone chip on the entire truck which i have touched up..... Opinions and advise will be greatly appreciated.
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  #2  
Old 11-06-2011, 12:48 PM
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Sounds to me at least like they're willing to work with you to make it right, even if the cleaning was not the greatest job but I'd let them see what they can do. It's been documented, apparently they are owning up to their mistake so I'd keep after it until you're satisfied that it's been done and correctly. Good luck and keep us posted!

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  #3  
Old 11-06-2011, 12:55 PM
chrisnarron chrisnarron is offline
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i would let them try to right there wrong but i would make sure to tell them i was going to go through it with a fine toothed comb. and id make sure to tell them exactly what i expected. if you let them know that you mean business then it will trickle down the line and you will probably get better results.
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Old 11-06-2011, 01:30 PM
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Man, I would beat their ass with a axe handle! J/K Seriously though, A dealer has done this and will try to make it good I would let them do whatever they think is going to fix it. That being said I feel if they couldn't fix it correctly the first try they have it documented and they will go to the next level on it. They won't lose your business over some stupid crap like that.

I had a ratchet slammed between the hood catch of my old 2007 and the frame. It dented the hood upwards on it and messed up the hood catch and the where it all mounted to the point that it took three of us to get it back opened. They fixed all of this and got me a rental and when I went to pick it up that Saturday morning then I noticed my right headlight had deep scratchs and a stress crack in it where it looked like someone had leaned into it with alot of force with a tool belt or something while working in the engine compartment. So, I backed it back into the dealership's drive through and showed the service manager on duty. He just glared at it and told me to hold on a few minutes while they got the rental I had driven the day before, got me set up on it again. I was a little pissed to say the least but the service manager made it all good and I was back in my truck by the following Tuesday. The Tech that was working on my vehicle both times actually came to my house after it was all said and done to apologize on that Wednesday on the spot gave me a full year of free oil changes and a $75 gift certificate to the Outback Steak House for my wife and I. Just him showing up and apologizing on his personal time alone made it good with me. It showed that he actually cared about the customer. I had said something to the service manager a few days later about this and was thanking him. Come to find out he knew nothing of the after hours visit and he was also impressed by this.
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Old 11-06-2011, 01:41 PM
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They have to take care of it, it was done while in there possession
That is one reason why when you take a vehicle in for anything, they have a check sheet, they check for scratches & dents, tire condition & tread depth, they write down the mileage, etc
That is to cover their own butts, they need proof that it was there before it entered their service area, or they are responsible for the repair or the cost of the repair.
Just like if you borrowed your neighbors car to make a parts store run, & the mirror gets broken off between the time you pull out of the neighbors & you pull back into the neighbors driveway, legally you are responsible for the damages, even if it was done while you were in the parts store. You are responsible & it is up to you if you want to find the actual person that did it, to recoup your loses, but you still have to pay for the repair.
It is called a BAILMENT
In a voluntary bailment, the bailee agrees to accept responsibility for possession of the goods. A common situation that creates voluntary bailment is when a person leaves goods with someone for service (e.g., dry cleaning, pet grooming, car tune-up). The bailee must hold the goods safe for the bailor to reclaim within a reasonable time
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Old 11-06-2011, 05:44 PM
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Default Scratches

I was picking up my truck on the day I bought it and the Salesman noticed several scratches on the front bumper cover. He could have not said anything and let me drive away. I would not have noticed for probably quite awhile.
All said and done they had it taken into the local body shop for an estimate and were going to have it repaired.
I asked if instead they would pony up for a tonneau cover instead. They did and I just used touch up paint. I got a tonneau cover and you would have to really look to see where the scratches are.
So far happy with the Dealership. (Mckinstry Chrysler).
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Old 11-06-2011, 06:09 PM
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i would be kind of worried just like you are but at least they are willing to work with you on it and hey you might get a new grill out of it if it cant be buffed out
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Old 11-06-2011, 10:43 PM
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Thanks all for your advice/opinions. Truck will go in tomorrow, i will let you know how things go.
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Old 11-07-2011, 08:19 PM
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If the buff doesn't do the trick then they either need to get you a new one (including in and out installation) or paint it (including in and out installation).

There's no way I'd settle for less.

And if the buff doesn't work, expect them to say they did all they could and that's that. Tell them what they did wasn't good enough, that it wouldn't need repairing if they hadn't dinged it and to get busy scheduling the body shop for a re-paint or replacement.

Warranty is one thing...damage to your vehicle is something entirely different. Let's say you dinged the grille. They wouldn't have to replace it for free but you'd have to replace it and bear the cost. Since they damaged it, they need to pay for it.
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Old 11-07-2011, 09:52 PM
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UPDATE:

I brought my truck in today and the service advisor was very good to me! He told me that he did not trust his in-house sub-contractor to do the buffing as they were the ones who scratched my truck to begin with. He shuttled me to work and sent the truck to a pro detail shop to remove the scratch. When i picked the truck up he brought it inside to show me the truck and from what i can tell the scratch has been removed. I want to take a better look with sunlight but i think we dodged a bullet on this one.

Thanks again to all for your advice and opinions.
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