National Tyres: Credit where credit's due

[I_want_an_Omega]

Dear all,

This little saga has been bubbling along for a few days and I didn't want to post anything until the matter was fully resolved - which it is now I'm pleased to say.

Following a bit of detective work - I discovered that the fuel filter on my car (Petrol estate) was the original one fitted in the factory 11 years ago - so wanted to change it.

Looking at the guide in the maint section led me to conclude that as I don't have a ramp or special pliers it wasn't a DIY job. I would therefore get a price from a local high sreet chain for the job "how hard can it be" for them to do I thought.

So, National tyres gave me a price of £19 all in, so it was booked in for the job mid day on thursday last week. "Should take abut 15 mins Sir".

So, I took her in, and sat down to read the paper. Half an hour later the fitter came in and pronouced that he was really really sorry but had broken the outgoing fuel line and was seeking guidance from Head Office Technical Support. He was honest about it, I was in no hurry and had been informed that it was their problem to resolve.

So, I walked into town, met the Wife for lunch and eventually the mobile rang. "We have been told the replace the entire fuel line and have ordered the parts from Vx", I was informed. I told them to take their time and do it properly. Needless to say Vx didn't have the parts in stock so placed a VOR (vehicle off road) order on Luton.

So, I got the car back this morning, job done and free of charge to boot. It appears that it was quite a significant job due to the way in which the pipe was pre-formed and had to be fitted.

The thing is I wasn't in the least bit angry about it. They made a genuine mistake, admitted it and then sorted it at significant expense to themselves - both in labour, cost of parts and the fact that my car was sitting on one of their ramps for several days. It was a bit inconvenient I suppose, but I worked around it.

I know we OOF'ers don't normally like this type of place - but I have to say that I was delighted with the outcome. Also, I don't really think I had an alternative, it really is a pig to get to the filter in a safe manner unless you have a ramp which really excludes DIY and many of the OOF service guys.

So, National Tyres in Lincoln gets my vote - credit where it's due. 

Rob

[Ghost]

At least they were honest and admitted they messed up.
If you dont have ramps then the job is a sod to do.
I have a lot of tools and also ramps but I am missing a lot of specialist tools, but I got the filter changed without them.
Good to hear its sorted and your a happy cookie once again

[PhilRich]

Rob, that was how customer service was always meant to be, i'm glad your experience was a good one

[webby23]

Nice to hear a story of good customer service for a change......!!

Well done to them for taking care of it for you

[I_want_an_Omega]

I agree, I may well even pop round with a case of something in the morning as a thank you to the two guys who got stuck in.

[Seth]

I agree, I may well even pop round with a case of something in the morning as a thank you to the two guys who got stuck in.

My sentiments exactly mate!

[I_want_an_Omega]

What goes around comes around don't it?

They can toast my new job 

[Jimbob]

fair play 

[PhilRich]

I agree, I may well even pop round with a case of something in the morning as a thank you to the two guys who got stuck in.

And that's exactly how a grateful customer should show their appreciation of a job well done
Just imagine what sort of world we'd be living in if this was the 'Norm'?

[KillerWatt]

NT are pretty good when they screw up.

I took a Mondy in to them for 4 new boots and they ended up damaging one of the two good alloys that was left on the car (nearside alloys chewed with kerb damage due to one eyed brother).

They had all 4 refurbed for me, fitted 4 brand new boots again, and gave me a courtesy car for the 3 days the job took.

Thumbs up to them 

[robbo299]

I have used them a few times in the past with SWMBO`s corsa and i have allways found them to be fair both in price and with any unforseen probs that may occur. Definately the one and only "high street garage chain" i would take my car to...if i had to. 

[robbo299]

On the other side of the coin to my previous post... I remember the time when i had just bought my Elite and went to a garage chain opposite Costco in MK. I needed a tyre fitting and while i was having a new Continental tyre fitted i read their fixed price service menu for my miggy. One of the "checks and top ups" was auto box fluid level. I asked the bloke at the desk if that really was done as part of service menu and was told "of course sir, we check the level on the dipstick and top up accordingly. Full service takes about an hour." Needless to say it wouldn`t have been checked or done and i didn`t go back!

[theowletman]

Top marks to NT. Most garages would have said that the fuel line was corroded after 11 years and charged you for a new one.

[I_want_an_Omega]

I must admit thats what I was afraid of ,,,,,,,,,