Warranty coverage question

[aquanta]

Originally Posted by saronian

My first service was at 9 months (10K) and I had a brake pedal squeak and two door rattles fixed under warranty. I would have made a big fuss if they tried to charge for those items as wear.

And in hindsight I should have. Since I didn't, at this point I will have to deal with this after the fact.

[aquanta]

I think I may have a slight clue for their argument. I can't find anything else that would justify it...

Page 8, article 3, item 3.3 - What is not covered / Other costs not covered

"Your warranties do not cover the costs of repairing damage caused by poor or improper maintenance. Nor do they cover damage caused by the use of contaminated fuels, or by use of fuels, oils, lubricants, cleaners or fluids other than those recommended in your Operator's Manual or Scheduled Maintenance Guide.

The warranties do not cover the costs of your vehicle's normal or scheduled maintenance - the parts and services that all vehicles routinely need.

Some of these parts and services, which your warranties do not cover, include:

- oil changes and lubrication;
..."

Well, that would make sense if the spring lubrication was part of a normal maintenance service package, but the tech admitted that they don't open the brake splash shields and cover as part of the 10K service. I don't believe that lubricating the spring is part of any normal maintenance routine.

If nothing else this made me read the darn warranty and service books more carefully.

[CMPVEGAS]

Come on, $75 to lubricate a spring. This dealer is running a racket. Do you have another dealer you can go to?

[a2jack]

Aquanta. You may be a very polite person, but sometimes that just will not work. Why deal with the underlings? Talk to the GM and the Service Manager only.

Raise HELL! and don't even acknowledge their reasons. Go in, and in front of other customers, raise your voice. Make it so uncomfortable for them that they shudder when your drive up.

The above method works very well, and it's fun too!

Standing your ground helps all of us other Smart owners avoid dealer traps. These are, after all, car dealers, and even Smart dealers can't seem to change their stripes. A2Jack.

[chieftmc]

MY sentiments exactly

[aquanta]

Ok, I called the dealership earlier today and talked with the usual service person. Explained her what the issue was, and she said she would follow up with the warranty manager and give me a call. Half an hour later got a call from Jennifer saying that her warranty manager was going to email smart. Two hours later, got another call from Jennifer to let me know that they were going to refund the 75.00.

As I said, I only have good things to say about the staff and I was hoping that day was just a fluke. Anyway, order is restored and the smart Center of Sacramento did the right thing.

Yeah for Jennifer (Brand Specialist - Service)!!! :woohoo

[PerryA]

Originally Posted by saronian

My first service was at 9 months (10K) and I had a brake pedal squeak and two door rattles fixed under warranty. I would have made a big fuss if they tried to charge for those items as wear.

There you have it - precedent. Even if it's 'dealer's choice' about charging for the adjustment, they aren't earning any points towards loyalty or referrals.

[a2jack]

Originally Posted by aquanta

Ok, I called the dealership earlier today and talked with the usual service person. Explained her what the issue was, and she said she would follow up with the warranty manager and give me a call. Half an hour later got a call from Jennifer saying that her warranty manager was going to email smart. Two hours later, got another call from Jennifer to let me know that they were going to refund the 75.00.

As I said, I only have good things to say about the staff and I was hoping that day was just a fluke. Anyway, order is restored and the smart Center of Sacramento did the right thing.

Yeah for Jennifer (Brand Specialist - Service)!!! :woohoo

But most of all YEAH! for Smart America and this board. I can almost guarantee your outcome would have been much different had you not posted here. We see it over and over. A2Jack

[Turbo42]

Both should have been covered brakes are cover one year and 12k miles
Passenger window 24 months