Advice with a customer

[Jason36]

I have fitted a clutch to a Hillclimb MGF.

The customer wanted a road clutch fitting, I said you need a race clutch and he disagreed and said road clutch but we both agreed to a fast road clutch.

http://www.clutch-specialists.co.uk/cg- ... 001927.htm

When I received the car it wasn't road standard, throttle bodies, solid cam and aftermarket ECU.

He had 5 customers drive the car on 4 runs each up the hill including a burnout to warm the tyres up.

The clutch failed on the 5th run and he expects me to replace free of charge. The suppler said no warranty on motorsport which I agree with.

I need your advice on this as it stressing me out.

[pengy_666]

Nothing to get advice on here!!

You told him, he disagreed! It failed, his loss!

Are some people just born morons or do they attend a special school and get trained in idiot!

From a business point of view, you could offer him a good will gesture, say a discounted labour rate?

It's not ideal but you did what the customer requested, against your professional advice.

[Smilerbaker]

a sh1t situation for sure, but he wore the clutch out, all be it in a very short space of time, so tough luck

unless he's your best customer I'd tell him to bu66er off

[Pinkie15]

Are some people just born morons or do they attend a special school and get trained in idiot!

Well they're in Oz for a starters








Would see it as Pengy wrote; you provided solid professional advice, they ignored it, it went the way you (almost certainly) foresaw with this option. Don't see that you've done owt wrong.

But you've got the thorny "customer is always right, even when they're wrong" paradigm.

Whatever you do decide upon, if Aussie law allows, make it dam clear you know the car is used for motorsport events, so there's no warranty for any work done on the car.

[pengy_666]

*Allows for an increase in stock power up to 20%
*Replicates the smooth feel of the original clutch
*Maintains a comfortable drive perfect for road use
*Suitable for fast road driving
*Perfect for cars that just have a simple remap

Clearly says it is no good for the engine build!

Cams, custom ECU and throttle bodies, that thing will be knocking out 190ish bhp, Thats a little more than 20%

I'd offer a goodwill gesture as not to lose the customer and knowing that the MG custom base is small in Oz, you dont wanna cause a ruckus within the community.

Thats how I'd play it,

Unfortunately they dont like to be highlighted as idiots, Especially when they know its their fault!

[1234dist]

He went cheap, his fault.

Did the car work when it left you?
Did the customer drive it away and was happy with it?
Did the customer use the product for what it was intended to be used for? (no)
Did the customer pay your invoice?

I think you know the answer mate, go fluff your self or if you want to keep him sweet, provide the clutch he should have bought in the first place and do the install half price (if you want to keep him sweet).

[james3990]

Some very wise statements ^

Its all down to yourself mate, personally I would try your hardest to keep a sweet relationship with your customer.

[mg-richard]

Try and compromise.
Fit it labour free or at a reduced rate.
IS the clutch slipping or has the centre blown?

Remember you didnt design the clutch, manufacture it or even spec it.

You ask, do you think its failed because its been fitted incorrectly?

Edit: If you are every in this situation again.
Get the customer to purchase the clutch and state on the invoice customer supplied parts fit only.

[Punx0r]

That sounds right.

You'd be liable if incorrect fitting caused the failure or if you supplied the clutch as suitable for what he did with it. It sounds like neither is the case.

You might want to point that out without rubbing it in and hurting his pride and then offer a compromise solution. Assuming he's not one of those customers you're better off losing

[E_T_V]

Just a little advice that many will not agree with, but in my opinion first you need to find out why the clutch failed.

If it was down to a manufacturing defect, e.g, clutch springs broke, centre plate fractured from a defect, then that is a bit different to someone who has simply exceeded the capacity of the clutch and burnt out the friction material. Indeed if it is an obvious manufcturing fault it should still be covered by warrenty no matter what is stated as it was not fit for purpose (not sure on Aus laws on this though)

If the bloke is an arse then of course you can retreat to no motorsport warrenty and this was not a road car, it was in a motorsport event. But I'd just rule out a genuinely faulty clutch item first.

[Marty]

Problem is if the product is not upto spec for the power and abuse it would get doing hill climb then it's not your fault if they chose to penny pinch.

I built and engine for the brother inlaws R5 gt turbo it was putting out 197 bhp and 200ft/lbs of torque he did not want to spend on a good clutch it lasted a week haha. Upon removal all springs had parted company was a right mess.

In my opinion it will apear as a manufacturing defect as something would of broke but in reality it's being used for a power rating and purpose it was not designed for.

He sounds a complete numpty for not listening now he trying to make his problem your problem typical penny pinching vehicle owner glad I'm no longer in the motor trade having to put up with people like that.

[Jason36]

We are all on the same page, if it was a ZR and 2 hrs it could be done but its a bloody MGF which takes about 5 hrs.

I will have to compromise some way.

Thanks