09/06/2026
Clearly going to be one of those weeks...
New to us customer rang a few weeks ago about an issue with the roof on his TT. Booked him in for last Thurs.
Does a quick diag on it and roof is showing under voltage so system is blocking operation (These roofs ONLY work with the engine running)
Anyway, 15 mins later it's clear the alternator isn't outputting anything to speak of, as it's sitting at 13v running, and has failed the test.
Customer advised and we price the parts, give him 2 options, GENUINE VAG that we can have same/following day OR aftermarket OEM that will need to be ordered in, there is a fair price difference of course.
Customer chooses the latter option so I order it, explaining it will be a couple of days and to call next week, once we have it we can book the job in.
Customer asks do I want a deposit, to which I reply NO, and he is on his way having NOT been charged for the diagnosis and not charged a deposit for special order parts..
FFWD to 10 mins ago, said customer calls for an update, I explain that the part has arrived (It arrived first thing this morning, Tues) so I'll book it in for fitting (2hr job) but it will be next week now..
Customer's response is "that's no good for me, it's been 3 weeks since I initially contacted you"
I explain, that may be, but we are busy and you were only in on Thursday, when I explained that the (cheaper) part would need to be ordered and then we'd get you in to fit it.
His response - "Just leave it"
Ok, I said, no problem, I can send the part back for a credit.
He then puts the phone down - OR THOUGHT HE HAD PUT THE PHONE DOWN!!
I can then clearly hear him say to someone "he's a wa**er, can't get me in until next week now to sort it"
Well, red rag to a bull... I put the phone down and called him back...
"Hello is that Mr ###X? him "yes"
It's Mike here from The Zed Shed, just ringing you back to let you know I don't appreciate being called a wa**er"
him "I didn't call you a wa**er"
me "yes you did, and I heard you because YOU forgot to terminate the call"
So I hung up..
Anyway, sorry but as he's now had the issue diagnosed for FREE, and we've lost out not only on that labour time but also the profit in the job, then in future any new customers who have a diagnostic and we need to order parts in and re-book will now be paying for that diagnostic, WHICH WE WILL CREDIT AGAINSTTHE WORK ONCE IT'S DONE..
Rant over.....
Mike
