Scott, Wendy, December 2008
Auto Dealer Monthly Staff
Monday, December 01, 2008
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Only in the Car Business
Customer Diagnosis Gone Wrong

A few years ago, I sold a beautiful, slightly-used Volvo to a very sweet woman. She was so excited and adored her new car. Only two short weeks later, she called to say the vehicle had been towed to our dealership. She said that her car had died on the interstate and that our service department was putting a new engine in it. I was shocked and immediately apologized and assured her we would get her riding away soon and as good as new!
 
She called two days later to say she was on the way back to our dealership in a tow truck because the loaner we had given her was displaying the exact symptoms as her Volvo. I again apologized all over myself and met her at the door as she arrived with our loaner vehicle in tow. I asked her to describe the issue she was having and she said "the same darn flashing oil light came on in the loaner" and like the Volvo, she had her boyfriend add oil each time. She claimed that after driving it for a while the light would go off. She implored me to see for myself, so the two of us got into the loaner for a drive. She was indeed correct, there was a flashing light on her dashboard. It was her "Fasten Seat Belt" light.

 

 

Submitted by Wendy Scott, Director of Operations, CAR AMERICA, Richmond, VA.

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