DealersEdge Professional Forums

I have been dealing with a problem customer who came in on November 24th with one of her Firestone tires having a cut in the sidewall.
It looks like somebody slashed her tire but she claims she did not hit anything so there's no way to know exactly how it happened.
I called my tire distributor he told me to file it through GM Tire Billing. I file the claim that day; never heard back from anybody regarding the claim until the customer called yesterday to see what the update was.
I called GM Tire Billing they bring up the claim; while I'm on hold they call Bridgestone and say the tire has no warranty...The tire did have over 9,000 miles on it and was just over a year old.
Customer is not satisfied with that answer; she ended up calling GM, Bridgestone, GM Tire Billing herself and is trying to tell me that our parts and service did not do the right thing even though I did submit the claim properly but Bridgestone will not give me an approval code because they know it will not end up being covered.
1.) How would you handle the customer?
2.) Have you ever dealt with this cluste#(@($ tire warranty process before? (Luckily I only have 1 or 2 warranty tire claims a year.)

Offer her a free tire with the purchase of three new ones If you want to keep her as a customer offer her some sort of deal.. maybe she pays 50%? Last thing you want is her complaining to the owner, because then you'll just have to eat the whole tire. At least that is how it works around here.

Offer her 50% and charge the other 50% to the whole dealerships advertising expense account. Let her know EVERYTHING you did & WHO is saying NO (GM & Bridgestone) & what YOU are willing to do for her "since she is such a good customer". Should be able to save her as a loyal customer, especially is she tried on her own.

She already paid for the new tire and has been trying to get in touch with our GM about this issue and a previous service issue but I think he realizes it is a losing battle since she always threatens to get her lawyers involved.

You mentioned a slash in the sidewall. This is not a warrantable concern end of story. Some people think that warranties cover them pile driving curbs and rock chips and their garage ripping their mirrors off. Sound to me she needs to be taught the responsibilities of vehicle ownership. Then in a later post you mention a previous service issue. SHE WILL NEVER BE HAPPY!!! Some customers are too expensive to continue doing business with. It may be time to explain your right of refusal.

Cole is correct; sidewall damage is not a warranty issue. Unless vehicle owner has road hazard coverage the correct response is " I'm sorry that's not covered under warranty a new tire will be XX dollars".

At this point because it was not handled properly from the beginning you're very few options. I would suggest because it's a month and a half later that you eat it , and make sure the customer knows this is a one time occurrence, and that it should not of more to cover should not of been attempted. You could also throw in that we tried to help, her even though we knew it wasn't covered, because she was such a good customer.

The last thing needs to be a training session with everybody in parts and service as to tire warranties: what's covered and what's not so these things don't happen in the future. Don't worry most of us have been in this situation and a tire doesn't cost a whole lot.

We knew all along that the tire would not be covered but I think the service manager strung her along because she is such a problem customer and always threatens to call her attorney about any little issue she has with the dealership. Since she already paid and we did everything that we were supposed to on our end I just have to tell her that it's not covered under warranty due to the defect.
Can you all appreciate that her and her husband are both doctors and make more money in a year than everybody reading this combined...

Of course, the people that always get everything handed to them are the ones with money. It's the poor people and elderly that get screwed.

PartsPlant81 wrote:threatens to get her lawyers involved.

As soon as I hear these words I stop listening to any demands being made. Followed by (in very calm kind voice) If that is what you want I have no issues stating our sides and letting the court decide. Any further discussion is not entertained and I will repeat the last offer made by me as a final offer.

Warranties are a Service issue, why are you are you handling it and not the Service Manager?