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$99 charge for firmware update?

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7K views 32 replies 13 participants last post by  Brutal Force  
#1 ·
I am fuming... Has anyone heard of a $99 service fee for the firmware update that corrects the shifting issue (won't go into reverse)?
I am at Smart Center Virginia Beach for an oil change and I am being informed of this charge. With all my past cars this has ALWAYS been free...
Any advice aside from BBB?
 
#3 ·
I don't even understand this. If there is a firmware 'update' that means there was something not right to begin with! And the charge the customer to put it right! The folks at Smart at marketing idjits, but that's just my opinion! I have a 450, but it still ticks me off! As an engineer, I'm not unfamiliar with what happens during the development process. It's not easy to get everything right the first time! (been there, done that!) However, when you do get something wrong, you fix it -- that's what you do. You don't let it ride, and you don't make the customer fix it!
 
#12 ·
you can call a dog's tail a leg, but he's still only got 4 of them. This isn't a NEW computer, it's the same old unit and they are changing the firmware since the original firmware had issues. SO, you can call it an upgrade, but everyone knows it ain't so; so, you are just left with a bad taste in your mouth.
I'm not disagreeing with you at all... I'm just saying that's likley how the corporate world gets away with robbing the little guy. It's all about the word choice.
 
#15 ·
When you say paying for the update, what you are really doing is paying the $25/hr to the tech who otherwise would not be bothered. He only does it so quickly because you are paying him more than he would get payed to do an oil change or brakes. You are also paying for the use of their scan tool. After all they aren't free.

I have my own scan tools and they cost between $1000 and $3000 each. If any of my friends ask me to scan their cars and diagnose them, I charge them $20 each. The scan tool does not pay for itself and if they just come to "find out" what the check engine light is on for, then I would otherwise not recieve anything for my time or the use of my scan tool.

Also while said tech is spending time downloading the information from the internet, he could otherwise be engaged on a brake job or engine removal, something that would be more lucrative and the dealer could earn more money off of. He would have to wash his hands (3-5 minutes for a good hand wash and drying) otherwise he would dirty up the inside of your car. So picture him walking back and forth between two cars to work. In other words he would prefer to do one first, then the other. Your "unnecessary" software update would cost him money.

I can totally relate to the value of an item and the cost. For example, I just bought a house built in 2006 for $70k. The same house sold for $240k 4 years ago. For me there is no real way to justify the cost, but I am sure there are Brokers, Realtors and Banks that would have an explanation, and it would also probably sound like lame cop outs to me, but since I don't have any control over it, I just have to pay. :/
 
#18 ·
And the mothership MB may be imposing a click charge for every download of the software update?

If MB/smart won't give up the repair manual FREE, why would they give away the software update?

There is a very slim margin on the sale of a smart (on volume that can't sustain the stand alone showroom/staff) so they really do hope to see your smart AFTER the warranty has expired.

Can you say ka-ching?
 
#26 ·
To carry this a little further, we've seen all the complaints about lack of parts inventory (dealer has to pay for that), no loaner cars, no free wash with service, etc., while many owners are bypassing the dealer entirely for routine maintenance and service. So, where do we expect the dealer to get the revenue stream to provide all those things we seem to expect when we occasionally show up for something we can't figure out how to do elsewhere? Not to mention we expect the dealer to treat us like royalty even though it's clear we haven't been doing business with them routinely. Seems to me a case of getting what we're willing to pay for. :)
 
#19 ·
Well who should pay for that time? Penske's smart USA? The folks that have no real stake in the car anymore.

The dealer isn't going to suck it up. But, Since you are getting other service done, the hourly rate should be adjusted. They should hook it up to the computer, do your oil change, and un hook it from the computer. Possibly adding 10 min to the process. If they are just standing around wile the computer does it's thing then they are wasting time and your money
 
#20 ·
Well who should pay for that time? Penske's smart USA? The folks that have no real stake in the car anymore.

The dealer isn't going to suck it up. But, Since you are getting other service done, the hourly rate should be adjusted. They should hook it up to the computer, do your oil change, and un hook it from the computer. Possibly adding 10 min to the process. If they are just standing around wile the computer does it's thing then they are wasting time and your money
Who should pay - post warranty it will be the customer especially in this transition period as PAG no longer has a dog in the fight and the mothership MB is still circling the block.

Whether the oil change with the car on the lift and the software update can be done concurrently is doubtful as that would put the very expensive diagnostic equipment/computer and support cables at risk while plugged into the OBD port.

My guess, those are two distinctly different work stations and as the oil change and software upgrade are unrelated, they will be charged fully by the book.

Yes a good dealer mechanic (regardless of brand) could do both simultaneously if the logistics allowed as both the franchise AND the mechanic make extra money if they can "beat the clock."

Adding 10 min to an oil change to offset the software upgrade - just isn't going to happen . . .
 
#25 ·
I did not buy the Extended Plans... I'm flying by the seat of my pants after I get 24,000 miles on my smart... I currently have 16,000 on my 2009... July will be 2 years for me, and it has never been back for any warranty work (nothing broke yet)...

http://www.financingfortwo.com/smart/eng/leaseFinance/extendedServicePlan.do

http://www.america-smart-car-guide.com/smart-car-maintenance.html

Note: There are member's that do have Extended Warranty's that will post on this thread that will give you accurate prices, and if the warrany has been of any value to them...
 
#28 · (Edited)
At the first computer reseller I worked for (16-17 years ago now), a pretty small company with a few huge customers, the owner showed me his $10,000 parts room. It was smaller than my walk-in closet at home (and I have a SMALL house). So $10,000 is a lot of money to a small company, right? For his first few years of business, all of his various customers kept asking him to keep certain parts in stock, to get repairs done more quickly when needed, etc, etc. And in the interest of growing his business and trying to keep his customers happy, he started buying the parts they asked for and keeping extras on hand. Then, slowly but surely, the customer would retire a model of computer or printer or server or accessory, and would no longer need parts for it. But that reseller still had the parts that nobody wanted any more, and pretty soon he had $10,000 worth of parts that he could no longer sell. At which time he cut WAY back on stocking parts. After all, most of the stuff we needed could be overnighted from the manufacturer or some other bigs parts house themselves. Next day isn't bad for most things.

And so my opinion about companies stocking parts has always been tempered by that experience. A car dealer may not be on the same scale as that small company, but I'm sure owners and managers are aware of that kind of situation themselves. Auto parts are expensive as we all know, and take up space. And how many smart's are in a given city to buy such parts from a dealer? Currently, we also all know that number is quite small. At least the local auto parts places are starting to list parts for our cars, that's a change from just months ago. Even if they're special order, that's much better than no availability at all. Just my own ramblings, sorry for droning on.
 
#30 ·
I agree with all the points you made above, Kenny. I will only add that I've seen multiple posts about other European based cars (introduced into the USA) having the same parts availability problems we're seeing. That doesn't make it right, I'm just saying it's not an issue limited to the smart.
 
#31 ·
I agree with you as well kenny. Having worked for a Audi and Porsche dealer, they are subject to the same problems that smart has. Typical items like brake pads and oil filters are typically on hand (except for the newest model years).

With Chevy it seems also a problem because of the sheer amount of vehicle types they service. At Audi we had (at the time) the A4, S4, A6, A8, TT and Allroad. This was essentially only 4 different Vehicles with maybe 6 different engines. At Chevy we serviced Chevy, Buick, Cadillac, GMC, Pontiac and Saturn. Probably 10 different trucks, 10 different SUVs, and maybe 30 different cars. Between them maybe 30 different engine and transmission configurations. So every dealer has its own set of unique problems.

I think the smart availability and pricing problems will go away as the gas prices continue to climb and people start purchasing more smarts.