Bad vehicle service, what to do ?

[lilstookie]

We had the timing belts replaced on the tug. Along with all the other belts.
I was informed via email that the timing belt tensioner was no longer made but would be inspected when the timing belt was replaced.
We are advised that it would be wise to do the water pump whilst the cars in bits as a precaution.
We agree with that and the work continues.
Get the tug back and it is feeling pretty good.
The techs knew we where heading on a BIG LAP hence the decent service.
They said the tensioner seal wasn't leaking and will be fine.

After a few thousand km we arrive in cairns with a loud ticking noise, sound like valve noise to me and after some inspection turns out the timing belt tensioner has sh$t itself and the belts jumped a tooth.
Contact a local mechanic who asked us why we changed the belt and not the tensioner ?
Wasn't out idea we said it was Holden who said the parts no longer made.
You can't change the belt and leave the tensioner, he said.

We talk to  the dealer who fixed the car and he said that he called repo and Burson's to get a kit and there isnt one available.
I said that you shouldn't do the belt without a tensioner, he said well one wasn't available.

I looked in the engine bay and saw the belts where by DAYCO so called them up.
Yes the is a kit available and it comes with the seals, belt and tensioner.
He told me they ALL get replaced otherwise the strain and pressure of a new belt will destroy the weaker parts.
We told him what had happened and he was really disgusted with the dealer for not fitting a tensioner and saying one wasn't available.

He offered to send us a complete kit free of charge as a way of helping us now we where stuck in cairns.
He contacted a local mechanic and arranged for our car to be taken there.

I contacted bursons and repco myself who both quoted me the DAYCO kit for my tug. But the dealer in Melbourne said it doesn't exist.
Turn out the dealer was wrong and in his error had now caused our car to be out of action.
The repco dealer took our car apart to find the cam wheel pulley had been chipped.
He reckons somebody had praised the belt over the pulley with a screwdriver rather than taking it off.
They had also failed to replace the oil seals behind the pulley and these where leaking badly.
He told us that a timing belt kit is available and it should all be fitted at the time otherwise it's a time bomb waiting to happen.

Another call to the dealer and I go to the manager and he is backing his service guys.
I've now confirmed they where wrong, proved they where wrong and still they are saying the parts no longer made.

We had to source a new cam gear from a wrecker and wait 3 weeks for it to arrive, then the car was put back together and tuned.
We get another new bill for  the same as what we just paid for the same work.
You would expect the dealer to pay the bill as they have failed to do the job properley.

I'd like to know what you would do.......

Is this the fault of the dealer who said the part was not available ?

Is this just a "sh1t happens" scenario ?

There misinformation has caused damage, caused more money to be paid out on repairs which should never have happened had they done their job and their research properly.

I've contacted their HQ and gone through the motions.
They have offered to refund less then half the money we paid to have the belt replaced originally.

I'd like them to cover the bill we have paid in cairns to have their screw up fixed.

Should they or am I wanting too much.

Stookie

[Bird]

Seek legal advice even if it is through RACV/etc.

GO here -> www.notgoodenough.com

Name the dealer, contact Today Tonight/ACA..

[D4D]

The 'reasonable' thing for the dealer to do is refund their bill. They're probably taking advantage of your distance situation and hoping you will go away. I would lodge a claim in the small claims tribunal in the state where the work was carried out. Sucks but there is not much else you can do. Can you get a friend or relative to 'visit' the dealer to have a 'discussion' with them?

[BigJules]

I think you should be getting in contact with Fair trading/Consumer Affairs for sure. Document everything, if you haven't already. Send emails to the dealer stating all the things you've talked about, so as to formalise them in writing. Ask them to respond in writing. If they decline, and that is likely, no matter, you still go ahead with a claim.

[prodigyrf]

It's all here-
http://www.consumerlaw.gov.au/content/Content.aspx?doc=home.htm
and as you've unfortunately been reminded, a chain is only as strong as its weakest link.

[Mr Ploppy]

Don't let it detract from your trip put it in the hands of Fair Trading to deal with, and get back to it.

[lilstookie]

I've contacted consumer affairs who where pretty unhelpful actually.
They had stated that
Under section 60 : failed to render services with due care and skill
Section 80 : misleading and deceptive conduct ( regarding available parts)

Other than that they said make an application to VCAT and go through a small claims court.
Other than that accept their poor offer and don't go back there again.......which wasn't the outcome I was expecting.

I have everything in writing even the email where the service manager stated the parts no longer made.
I'm armed to the teeth with info but it's getting the result that's the problem.
The mechanic said that in the service information the tensioner doesn't need placed,
So why email me and tell me the tensioner isn't made anymore then ?

I've gone higher up the food chain at Holden HQ as the mother in law is a lawyer, I'm sure she will demolish them if given the opportunity, but I'd rather get the result myself

[D4D]

I've gone higher up the food chain at Holden HQ as the mother in law is a lawyer, I'm sure she will demolish them if given the opportunity

Send the mother in law to the dealer

[lilstookie]

Send the mother in law to the dealer

As much as I'd love to I'd like to sort it myself rather than get mummy in law to do it for me.
She will be a last resort.......and I'd like to fix a camera to her cos my god she can do some verbal damage

[D4D]

Right tool for the job I'd say

[BigJules]

As much as I'd love to I'd like to sort it myself rather than get mummy in law to do it for me.
She will be a last resort.......and I'd like to fix a camera to her cos my god she can do some verbal damage

Why beat yourself up, when you've got such an arsenal available? Enjoy your holiday, and as D4D suggests, use the right tool for the job.

[MDS69]

Do you have road side assistance with RACV or similar. If so contact their member services. Also contact the relevant motoring authority for your state eg NSW it is/was MTA that regulate motoring repairers.

[Silvo]

in my opinion, it will be difficult to PROVE that the tensioner failed because of the other components being new.

if you did go to vcat, you would need a specialist in that field (not just the mechanic that worked on the car) to write you a report (more cost) that outlined why it failed. you would also need the faulty parts to present to the specialist for his report, otherwise they won't comment on something they can't see.

this claim isn't against Holden HQ - so don't be shocked by their response. you are actually trying to claim against the dealer's workmanship, and knowledge as a repairer. the VCAT claim should be directly against the dealer. there is also a further cost to log a vcat enquiry.

also, be aware there is a lenghty concilaitory process to go through - so you need todecide if it is really worth your time.

whichever way you decide, good luck.

dan

[D4D]

Silvo, the voice of reality

[Silvo]

Silvo, the voice of reality

yep - i deal with the process often enough at work.

[Kit_e_kat9]

You appear to be a bit peeved by this and rightly so ... BUT ... look on the bright side ... you are in Cairns ... you are all okay ... it's an inconvenience sure ... you still have your health, your lap to do and you are in Cairns.  Why not sick MumInLaw on them and simply enjoy your trip ... all bad luck aside ... you are on your lap and you are in Cairns!

I'm at work, not on a lap and not in Cairns ... can't get any worse than that I'd reckon!

Kit_e

[luxabout]

you still have your health, your lap to do and you are in Cairns.

I'd have to agree... I know that you're doing the trip on a tight budget and it's holding you up, but I think it's one of those moments of life where you just have to forget about it and move on. What's the damage? $1000-$1500? Write it off and move on...

I've had trying circumstances in the past and I've decided to move on from them. Looking back I think it was the best decision as other opportunities/experiences open up instead. Soon you'll be in the the middle of nowhere (with a beer in hand) looking back and laughing at those idiots at Holden.

Chalk it up to experience and get out and enjoy the trip! I want to see pics of where you guys are going!

Cheers,
Bryan

[rotare]

Ask the guy at DAYCO to put something in writing to you stating that the tensioner should always be replaced along with the belt (industry best practice), and that the tensioner was a part commonly available.  Ask the guys at Repco to put something in writing in regards to their assessment of the damage and probable cause, noting the chipped tooth and leaking seals. With this information attached, along with the bill from Repco I would write a letter to the manager of the dealership who had done the faulty work.  Be specific, but professional and acknowledge their gesture to pay some of the repair bill.  Stipulate why you feel the dealership are at fault, highlighting the comments from DAYCO and Repco, then state the $ amount you feel they are obliged to reimburse you. 

Give them 7 days to respond to your request, after which time you will pass the matter to your legal representatives if they don't bother to respond, or their response is not to your satisfaction.

Sometimes in needs to be put in writing with the facts and argument plainly stated.  It also needs to lob on the desk of the right person too in their business.  Whatever their response is will determine whether you need to take it further.

Good luck.

[mcm72]

I agree, move on.
BUT use the right tool (MIL) first

you have nothing to loose by sending her in.

i few strongly worded legal letters, might be all that is needed to make the Dealer see sense and reason.

please name and shame this dealer !!!  that way we can all be sure to not spent a cent there !

[pommiedic]

Mate, swallow your pride and unleash the dogs, use your mother in law; have spent $50k plus on lawyers the last few years, I wish I had the use of a free/cheap lawyer.

Don't let this experience ruin your trip.

dic

[Bird]

also, be aware there is a lenghty concilaitory process to go through - so you need todecide if it is really worth your time.

which is what the dealer is counting on.

[lilstookie]

I spoke with the technical guys at Holden.
We went through a Holden dealership expecting them to know our car and have the skills to do it justice.

So after discussing with the tech at Holden hq he said that the tensioner does not actually require replacement ever, not even when changing the belts.
The belts need replaced every 160,000km and the service does not require the replacement of the tensioner.
However he did concede that it is common practice to  do the tensioner and the seals as you have the thing in bits already.

So according to Holden they are perfectly within their rights to give us nothing as the tensioner failure was not serviced as part of the timing belt replacement.

So I have been told I should take the $500 offer and put it down to experience.

Still not happy and MIL can't fight it if it's not stated in the service schedule.

I work in motor vehicle service myself and I would never have pulled this kind of stunt.

So if your ever in Warragul Victoria, don't ever go to Holden for so much as to use their bathroom......

[Bird]

So after discussing with the tech at Holden hq he said that the tensioner does not actually require replacement ever, not even when changing the belts.

Sounds like bullshit to me... sounds like hes already had a call from the dealer asking the same questions and is covering his mates arse. And they wonder why NOBODY trusts dealers anymore.

[gibbo301]

I know being Scottish it's not in your nature but i think you will have to cut your losses take the $500 and never return there again. Enjoy the rest of your trip and have plenty of 

[lilstookie]

Sounds like bullShit to me... sounds like hes already had a call from the dealer asking the same questions and is covering his mates arse. And they wonder why NOBODY trusts dealers anymore.

Id tend to believe at too mate, but what can you do.
I work for Honda at the moment in Cairns to recover some money I've now lost and to pay for the extended stay in cairns.
It's just another bloody adventure for us, at this rate I can write a bloody book and we only been gone 8 weeks.......lol

The Honda techs said its bollox too and they are only protecting their dealer network......