TIL my shop's policy on aftermarket parts is costing us repeat customers

We had to choose between installing a customer-supplied part or turning down the job, and we said no. The guy took his 2015 F-150 across town and hasn't been back since.

2 comments

2 Comments

the_andrew11d ago

Honestly, that policy is saving you from bigger headaches. That customer-supplied part could have been junk, and when it fails in a week, guess who they're blaming and badmouthing? You. Your shop's name is on that repair. Letting people bring their own parts turns you into just an installer with no control over quality, and it's a quick way to hurt your reputation. Losing one customer over a rule that protects your work is better than dealing with the fallout from a bad part.

lisa_ross1611d ago

Yeah, the "bad part" thing is real. My buddy's shop installed a customer's alternator that died in two days, and they still got the bad review.