mistergrumpy
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| posted on 15/12/11 at 12:22 AM |
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Suggested Recourse
Quick background. My brother bought a Mazda 6 from the dealer some 2 or 3 weeks ago. When he got it, it was pulling to one side under braking so took
it back and was told they'd change the pads and discs but it would take a week until they could do it as the brakes lad had just left the
business. So, a week later the braked were done and alls good.
A couple of days ago now I'm told earlier that his wife and 3 week old baby were using the car, on the way to his works and she was driving on
the road, not the motorway as she was going to do, when there was a loud bang and she limped it to his work to find a brake caliper had fallen off and
had not been fastened on properly.
I'm told my brother hit the roof, rightly so, and called the dealer who has been apologetic as expected and promised to rectify the problem and
start disciplinary proceedings.
Now is this satisfactory action or should this be reported to some kind of governing body or something? What do people think is reasonable?
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blakep82
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| posted on 15/12/11 at 12:37 AM |
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tbh, i think the dealer has done everything they should do. obviously the results could have been VERY much worse, luckily they weren't,
someone's getting a disciplinary for it, the car will get sorted, what else can the dealer do?
they can't compensate for it, as there's nothing to compensate for really.
reporting it to a governing body might give the dealer a slap on the wrists, but what will that really change, that a disciplinary to the person who
actually did it, hasn't already done?
again, yes the results could have been terrible, but luckily they weren't. take the dealers appology, and if they want to offer any sort of
gifts for the problems, and leave it there i think.
if that happened to me, I would have them sort it, and then make sure i don't go back again.
________________________
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don't write OT on a new thread title, you're creating the topic, everything you write is very much ON topic!
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slingshot2000
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| posted on 15/12/11 at 12:52 AM |
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If this happened in the last few days, I would be demanding at least; a hugh bunch/bouquet of flowers, a Christmas hamper at least as good as the one
their top earner is about to get; and the promise of 1st class service/response whenever any of their minions lift the phone to your calls.
Remind them who were in the car, and how CATOSTROPHIC an accident they could be being held responsible for.
Hope you are all fit and well and that this gets sorted.
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mistergrumpy
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| posted on 15/12/11 at 01:36 AM |
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TBH we weren't thinking of compensation, we're just not that way inclined as a whole family but it had me thinking that's all. We
all have bad days, yes, but there's not many jobs where you could genuinely kill someone when you do. When I was in the RAF we had independent
stage checks to avoid things like this which seem to be sadly lacking in the motor trade.
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owelly
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| posted on 15/12/11 at 05:37 AM |
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For me, it would depend on the attitude of the garage. It doesn't get much more serious, when the work they have carried out fails in such a way
that it could have very easily caused deaths, serious injuries or at the very least, damage to property. If, when you next go to the garage, the
manager fetches the director/s and he/they apologises in person, then fair enough, it's been taken seriously. At the very least, I would expect
them to be bending over backwards to keep you happy. The flowers should have been on the doorstep already along with enough chocolates to choke a
donkey.
If you're getting the feeling that they're paying you nothing more than lip-service, then get on the phone to trading standards ASAP. If
TS have already had reports for the same establishment, then they may jump on them.
Just think if it happens again to someone else who may not be as lucky.
Not quite the same but:
When I worked at a Rover garage as an apprentice, one of the mechanics bumped a car on a test drive. He reversed into a bollard on the forecourt and
bent the rear bumper, rear panel and tailgate. The manager phoned the MD who went, with the mechanic, the the car owners house to apologise. They took
the standard flowers, chocolates, apologies and sheepish looks and they also took a brand new Rover 827 (as if bashing the car wasn't punishment
enough!), as a courtesy car.
The mechanic got to do the butty-run for the next six months.
http://www.ppcmag.co.uk
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hughpinder
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| posted on 15/12/11 at 08:44 AM |
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Sounds like the caliper will have bashed about a bit, so check the bodwork, back of wheel, brake disk dust shield, ABS ring ...... etc for damage,
since the caliper obviously struck something to made the loud noise. Since its clearly been battered about at the end of the brake hose, they should
at least replace the hose and caliper.
Regards
Hugh
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jossey
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| posted on 15/12/11 at 09:36 AM |
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compensation and guarantee on car for future.
Endangering peoples lives is serious and companies can get huge fines and the employee jailed.
glad you mrs was ok though.
Thanks
David Johnson
Building my tiger avon slowly but surely.
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edsco
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| posted on 15/12/11 at 09:45 AM |
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All things considered, i agree with what's already been said.
If you feel the response from the garage in sorting out the issue has been dealt with to your satisfaction and given the reassurance of the fact the
person responsible has been disciplined and additional training and checks have been implemented to ensure it never happens again to someone else,
then i think that's all you can really expect....oh and of course a big fat apology.
It does make me wonder however, if they said they couldn't sort the original issue of the car pulling to one side coz the 'brakes'
specialist had left the company....does that mean whoever did do the repair a week later have the proper training???
If you have a concern about this part of the saga, then it may be worth dropping the appropriate governing body a quick line saying you have concerns
and checks need carrying out to ensure the road safety of others is not put at risk in the future.
edsco
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mistergrumpy
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| posted on 15/12/11 at 10:57 AM |
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quote:
they couldn't sort the original issue of the car pulling to one side coz the 'brakes' specialist had left the company....does that
mean whoever did do the repair a week later have the proper training???
That did get me thinking too. Do they really only have 1 person who can change pads and brakes? Having to wait for the replacement man to do the job
made me wonder if he was brand new apprentice type or whatever because if this was his first task then he right royally missed the mark!
I'll speak to my brother then. I think from the advice here we'll keep it in garage so to speak unless their attitudes start failing
too!
I do think it's a real shame as I wanted to be a mechanic for years and am proud to know what bits I know plus there are so many genuinely good
and decent mecahnics in the trade but there seems so many backstreet, dodgy folk around (as in any trade I suppose) that it affects the trade
reputation.
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bobinspain
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| posted on 15/12/11 at 11:26 AM |
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Firstly, glad to hear no injury to any party.
Secondly, there's clear culpability on behalf of the garage.
The ball's very much in your brother's court and it depends on what sort a chap he is. He could be after retribution, punishment, justice
etc. On the other hand, when he calms down and looks at it rationally, he could (as I would) think I'm going to play this and work it to my
advantage.
If the garage is a reasonably successful and established business, and the owner/proprietor is approachable and affable, then I'd explain what
avenues I'd considered taking and go on to say I was minded to take the approach 'mistakes can happen'. Ask what remedial measures
have been put in place to prevent its reoccurrence.
Give the guy a second chance and you can bet your brother's car will be the best looked after motor that drives into their workshop. (imagine
the care that'll be taken over it by mechanics and supervisors when it next goes in for service). Your brother can ensure he deals with the top
man every time and a nudge-nudge wink-wink reminder of the incident every now and again wouldn't go amiss.
I think a big bunch of flowers and a box of Thorntons for your sister-in-law should be forthcoming too. A courtesy car now and any time the car was in
their garage should be negotiated as part of the deal too.
The above is a small price to pay for the garage, but it's outstanding PR value for them. As for your bro', he'll be treated like
Royalty in all his future dealings with th garage for having behaved so 'reasonably' over the potentially fatal incident.
For your bro' and the garage, it can be a win/win. (Equally, it could be a lose/lose if handled badly).
Bob (ex RAF too).
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Bluemoon
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| posted on 15/12/11 at 02:44 PM |
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I assume you have a dual circuit system.. Loss of one calliper should not cause total loss of breaking; you should be able to pull up and stop safely
all be it with a increased stopping distance. Totally agree it should not have happened but think back to the bad old days of single circuit brakes...
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craig1410
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| posted on 15/12/11 at 02:57 PM |
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Hi,
Almost the exact same thing happened to me a few years ago on my Rover 820 Vitesse. I got a trusted friend who has owned a garage for many many years
to change my clutch. I would have done it myself but it would have been an awkward job without a ramp or pit and would have required some holidays
from work to be taken. I got a good price from my friend (£120 labour IIRC) and I had already sourced the clutch kit myself.
I knew his garage would be closed by the time I got home from work so I got my wife to pick the car up for me. She had our 3 kids with her and went
down the street shopping before going home. When I got home she told me there was a strange banging noise coming from the car which started part way
through the journey. I got into the car and reversed it back a few feet and immediately recognised the sound as coming from the front wheel. I was
horrified to find the calliper dangling by one bolt which was only engaged by a thread or two! The other bolt had presumably fallen out when the noise
had started.
Anyway, I was nauseous with a feeling of relief and anger and phoned my mate up. He had finished for the day and was in the bath but I spoke to his
wife who was also our childminder of many years and she ordered him out of the bath and down to the workshop where I arranged to meet him to see if he
had any bolts. They were also both horrified. It wasn't my mate who did the job personally but he was the owner of the business so was
ultimately responsible. He found an exact match for the bolt and apologised profusely. I knew he meant it as he has known us and our kids for years
and would obviously have been racked with guilt if anything had happened to them as a result of poor workmanship at his garage.
So I set off home after fitting the bolts at his place and half way home there was another bang and something went under the car and rattled along
behind the car. I stopped and went back to find the entire engine steady mounting (a large hunk of metal) lying in the road. I couldn't believe
it - what else hadn't been tightened.
I was waiting at the garage the next morning as my mate arrived to open it and I could tell from his face that he wanted the ground to open up and
swallow him as I handed him the keys and the engine mount! He didn't disagree when I demanded that he personally check every single bolt was
fitted and tight before I got back from work that night. When I got back it was all checked and had been washed and valeted. Needless to say I have
never given my car to anyone for work to be done since then without thoroughly checking and testing it afterwards myself. If possible I do the work
myself or observe the work being done.
As others have said, try not to equate what could have happened with what action you think is required to redress the situation. Be thankful that
nothing worse happened. Having said that, I would check that no damage was done to the calliper and surrounding components and if there is any sign of
damage then I would demand a new pair of callipers and flexible hoses. I would also want proof that brand new calliper bolts were fitted (with
pre-applied thread lock) and a signed off worksheet showing that the car has been checked for safety personally (or under personal supervision) by the
manager/director in charge. Like you, I'm not one for looking for compensation but I would say that they have some work to do in order for you
to be comfortable using their services again. For that reason I would expect a heavily discounted or even free annual service or something to
"give them the opportunity" to regain your trust.
Having been in a similar situation, what made me feel better was the fact that my mate was as shaken up as I was knowing that it could have been
disastrous. There are no hard feelings but I don't think either of us will ever forget it.
Cheers,
Craig.
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mcerd1
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| posted on 15/12/11 at 03:21 PM |
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I was once asked to look over my mates sisters new car (5 year old polo) that had something 'funny' happening under braking.....
as it turnned out it only had one bolt holding on each caliper and about 0.5mm of pad left aswell as a really badly worn set of discs 
needless to say I've kept well clear of the garage that see got it from!
there are a few places round here that I trust to work on my car....
but only one I trust completly and wouldn't check it myself afterwards
[Edited on 15/12/2011 by mcerd1]
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mistergrumpy
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| posted on 15/12/11 at 11:02 PM |
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I got to text my brother earlier and he said that the manager was suitably shaken and apologetic and he should have picked it up either today or
tomorrow. He's happy to leave it at this but as Bob said it's being taken as a chance for both sides to win so to speak.
Thanks for all the advice, much appreciated.
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