Should I have been told up front?

[Auvergne]

Took my car into Nissan this morning as the ignition barrell was playing up. Went to collect it tonight to be told that "The ignition barrel needs replacing - £373.78". "Oh, says I,that sounds rather expensive, I'll need to think about that one".

Once they knew I wasn't going to leave the car with them it was announced there was a £37.50 + VAT (£43.13) investigative charge. One service advisor accepted that he had not told us about this charge on the phone and said he was "very sorry about that", the service advisor we dropped it ofF with this morning alleged that he thought the other advisor had told us about the charge on the phone. We were not permitted to remove our car from the premises without paying up.

Has anyone else had this experience? Each time I've taken my car to a garage for a quote I have not been charged for the prilege of quoting for business. What, if anything, can I do?

BTW, the car key is an intelligent key system - STEER CLEAR, to have a spare key programmed is £200, and if the barrell goes they've got you......over a barrel..... as Nissan have to chip the barrells to your existing keys.

 

[ShadySadie]

Google "Car Key Programming".

Independent specialists have equipment to program keys and lock systems for most car manufacturers.

 

[marlot]

I think they should have told you, but equally I don't see why they should investigate the problem for free?

 

[ProfJohnL]

It is increasingly common for repair agents for a wide range of products to charge and investigation fee.

with the increasing complexity of many domestic products (including cars) it is often time consuming and may need expensive diagnostic equipment to actually diagnose the fault. It is therefore not unreasonable to charge for the diagnosis to offset the actual cost the agent incurs.

Most companies will adsorb that charge if the necessary repair work is also carried out as part of the same job, but that is down to the individual business's policies.

However it is unreasonable to not make that policy clear to every customer before any investigation or work is undertaken.

The charging policy and costs should be clearly displayed and or clearly indicated (NOT BURIED IN SMALL PRINT) on the agreement signed by the customer before job is started.

Valerie,

In your case, if you are absolutely sure that you were not made aware of the charge, then you may have a case against the garage. It would your word against theirs, and unless you have a supporting witness to your side of the story it would be difficult to adjudicate.

However, in reality it will probably cost you more to try and prove it than to pay the actual charge, and in the mean time you wont have the use of your car.

I think it might be prudent to pay the charge, but to include a letter to the Dealer Principal(Fancy name for the top man), with your payment stating that you are paying under protest and state the situation as you see it. Ask for the DP to investigate and report back in writing to you.

You do not want to sour the relationship with your local dealership/garage so be at pains to be honest. be assertive but not aggressive, and you may be surprised what happens.

If you intend to resist the payment, I suggest you seek professioinal legal advice.

 

[Dustydog]

I agree with John

Investigation and prognosis of a fault should and will attract a cost.

If you go for a diagnosis at a private doctor you still pay even before the op.

This is why all the electronic gizzmos on a car need such expensive kit to diagnose. Now the old Austin A35 was simple.

Cheers

Dustydog