₦airaland Forum

Kettlecorn:
Just curious, but have you investigated what it would cost to get the software update at the dealer? You could do this and provide the information to the customer as a measure of goodwill. If it's a non significant cost (although nothing dealer related is), you may even decide to eat the cost
One other thing since you are undoubtedly following a US shop template and setting up best practices. I think you should consider hiring a good service advisor who has experience in customer relations and has technical knowledge to interface with customers and explain stuff in layman terms. This position also serves as quality control for repair plans. Best practice has found that actively working techs are not the best interface with customers, besides, their time is money. It also helps that the customer has only one point of contact/the same point of contact throughout their experience at your shop. Wishing you the best as you build your business in our difficult Nigerian environment.

We considered it but honestly with everything that happened I'm not inclined to. One we get that capability up and running here we would do it like Glen promised but at this time that's all I'm willing to do.

We do- Glen and Bob. Bob is not able to return to Nigeria for a few months though. That's why I was upset Glen never even heard about the car till the NL post. And each customer does have a single point of contact but in true Naija fashion a lot refuse to stick with one person.

And thank you!

Kettlecorn:
@radautoworks. I have a lot of respect for what you're doing in such a difficult environment and doff my hat to you. But I do think you are missing a few key points in this situation. In general, when a customer brings a car to a repair shop, the usual process is that the shop takes a look at the car, makes a diagnosis and comes up with a repair plan to fix the issues then presents a price quote to the customer. So far, it appears that the correct diagnosis/repair plan to fix the critical issues was done after a price quote was given. Your guys jumped the gun on this. I will provide one example out of the many that are apparent here. The check engine light. I don't believe your guys knew how to fix this until after the fact. How do you explain away that the customer was not told that it would require a "dealer only option" software update before the check engine light can be rectified at the time of the quote? All along, his expectation was that the quote you provided will fix this. If you knew, you should have told him and should have even included the cost as a separate line item in the quote to have this update done by your guys taking it to the dealer. Same thing with the oxygen sensor. Why has this just come up now after he was given a long list of parts to buy? If the diagnosis was correct, it should have been included in the price list/quote from the start.
My humble suggestion is this. You're a professional shop. Have your guys take as much time as needed to do a proper diagnosis and provide a detailed repair plan and quote to the customer. Charge for diagnosis time. If the customer does not want to proceed, you still get paid for your time. If the customer proceeds, then you have an obligation to eat whatever costs that are incurred for an inaccurate diagnosis as goodwill to maintain a good reputation.

Hi! I agree with most of what you said. That is why no matter what a customer comes in for, we also diagnose the entire car. That, and self preservation lol. The software upgrade for the oil pressure light was missed on the first visit. That's part of why in my original post i was livid he never got to talk to the lead tech. That is also why we didn't charge for the valve seals, etc and Glen took it upon himself to handle that car personally when it returned. It goes to what I was saying about being overloaded.

That being said, the oxygen sensor was discovered on the first visit (see video). But at the time the more pressing issues were the numerous leaks as those would have caused immediate damage much faster than the other issues.

Lastly, the diagnoses weren't inaccurate and we did eat the cost for what we missed. Had we been in the US, we could turn the oil pressure light off but for reasons I won't delve into we can't use those resources here yet and we will NOT start doing trial and error at Ladipo.

I appreciate the constructive criticism.

Ikenna351:
Trying very hard to explain yourself to the Car Talk gang will do you no good, for they are not interested in the truth or whatever fact you have to prove your case. They are always only interested in something they consider negative you say to b1tch about you. I understand you have a business/integrity to protect. But these people don't have good intentions for you from few posts into the thread (constructive criticisms my arse). Its that obvious to a logical mind.

This thread was a trap you could have avoided, because it was obvious that it was likely going to happen from the thread starter position to you in the beginning. It was obvious to me. Was wondering why you didn't see it.

Lion King - Monk.

I did. Just wanted the public to see it too

kingreign:
Na to ask someone abroad (in US) to buy and ship on my behalf.

careful. Certain harbor freight tools don't last

EgunMogaji2:
Could even end up being E350 or E450 cause I need one with the 4WD option as a company rig.

these are work horses. Bought over a dozen between 2011-2013 and they are still on Nigerian roads

sultaan:
Sears outlet

When you ship a fully laden E150, will you have to pay N1m to move it out of the port

out of business

Felicity001:
How about food(sweet mouth), data, call card and other monies spent during the course of duty nko? Are they not supposed to be subtracted from gross earning?

Your real Net= Gross- (Commission + fuel + +airtime(data + call) + food + miscellaneous)

Miscelleneous: can include, gauging of your tires, buying of wiper, money given to beggars, securities, police, area boys, lasma, among others.

At the end of every week I carry out a rough calculation of all of these after paying my weekly rent to know how much I made for the week...

OJURONGBE1:
So, at the end of each work week, you consumed 8000naira worth of food, 1000 naira airtime & 2GB worth of data (1200 naira), what account would you record it?
Felicity has given you a correct breakdown of how to calculate your earnings (Gross) & Net (income minus all expenditures incurred on the job).

the only one I might exclude is food because that is a necessary expense either way

radautoworks:
You currently have a road worthy car for dirt cheap with a 90 day warranty on labor and 1 year on parts you did get from us. In my opinion, it would not be the best move to sell the vehicle but you do you.

For all you budding mechanics, below is the video of the car and the history of ALL the customer issues. Tell us again how we threw parts at the car's problems and how 200k was too much to charge to make the car road worthy.

Also, please tell us again how a software upgrade that won't let the light turn off despite the needed repair being done equates to a refund for solving the problem (which is unanimously agreed on) especially when we didn't charge for it in the first place

https://www.nairaland.com/1788778/maintenance-tips-cars/257#97456422

https://www.nairaland.com/post/97724768


https://www.youtube.com/watch?v=a3qGlUmJrr4


Also, WHERE IS THE BLUE SMOKE


https://www.youtube.com/watch?v=NOPSS6uclMA


EVERYTHING IN VIDEO BELOW WAS DONE FREE OF CHARGE

https://www.youtube.com/watch?v=CJaj7trc_ss

I still await a dealer report on the health of this car

dicksonadams:
Where can one find it, do you have it radautoworks?

Yes. I think they range from 5-10k

Weblink.carquest.com

Username Cust498
Password Password1

Blackbishop:
Mama rad pls I need your personal mail to ask for a favour if you dont mind With a car ?

DM me

radautoworks:
Alright, NOW I'm going to talk.

First, have YOU spoken to Glen about the repairs after pickup? Because he spent a LOT of time with your wife explaining what was going on.
...

You currently have a road worthy car for dirt cheap with a 90 day warranty on labor and 1 year on parts you did get from us. In my opinion, it would not be the best move to sell the vehicle but you do you.


I believe that we have gone above and beyond to satisfy you. At this point, all I can do is apologize if you feel your car is not brand new, request you take it to another shop with no knowledge of any of the work done so far on it and get their opinion on the health of your vehicle. We stand by the work done on your vehicle. You still have your 90 day labor warranty on work done and 1 year on any parts purchased from us.

Now we leave the public to form their opinions.

P.S: if you decide to sell it, bring it to us, we are pretty sure a buyer will jump on it.

Inception:
OP,

This is the solution to the oil warning light problem, given the Nigerian model and current realities( other fixes are a piece of cake for him).

Just bite the bullet and pray that he accepts to help you.

For the current service provider to give a suggestion that you sell the car tells the reality that :


1. They have run out ideas on how to fix your car
2. They are (implicitly) no longer interested in fixing your car (LOL @ 90 day warranty)
3. I will not say the third one about them offering to sell the car for you.

Remember, there is a difference between having the resources and being resourceful.

You guys really trying hard there to change the narrative huh. Maybe spend less time hoping we fail and more time actually reading what we say. Just a suggestion.

I also love how you are peddling the exact same solution we already applied and I posted without having the op buy another part with trial and error or "2/3 tries"

I am still waiting for op to take it to one of you (preferably the dealer) for the status of health of that car. Until then I have no further replies

adanny01:
Madam, the truth is you guys need to change your approach to being mechanics.

I know your major stream of income is in parts sales. When you mix the business of selling parts and fixing them, you will naturally tend to throw.parts at any problem without the burden of proper and intensive diagnosis.

You guys are guilty of throwing parts in this case. Imagine this, if he paid the original bill of 1.3m, his problems will still be there. It tells you that the diagnosis was entirely wrong.

As premium service providers, you can't afford these issues. I expected you will personally ensure that this car gets fixed even if it means using your personal resources to avoid bad publicity. You even made it worst by suggesting he sells the car he bought cheap.

I'm just going to ignore the bolded because that's what you guys are used to and expect in this country. Did we sell him all those parts? All we have collected from him was about 200k for an overhaul of a vehicle that had a myriad of problems. Let me see one of these other techs now ready to offer solutions collect that money to get the car to where we did. Literally the only problem left is a light that can't be switched off and an oxygen sensor.

In fact, I dare any of them to try what is being suggested for less than what he has already paid us.

As for the second bolded statement, PLEASE WHERE DID I SAY FOR HIM TO SELL THE CAR CHEAP

9icetoo:
Oga calm down. Read posts well to understand.
The client posted the cost of another engine which radautoworks mistook for the purchase price of the car. In our haste to pull down another, let us take our time to be factual.

Note: I am not defending anybody. Don't come for me. I won't be here for you.

finally, someone who reads! Thank you.

.

Looks like jp is back

Googlemechanic:
There's a known TSB on oil pressure related warnings on the 2007-2008 MDX.

HDS software version 2.020.018 (Dec. 2009, green) or later.
Control module (CM) update: Database update 27-NOV-2009 or later would suffice in this case.

What would I do as a Google mechanic with scarce resources and a client ready to pay premium? Just walk into oyingbo spare parts market in yaba area and buy an Engine ECU already updated with the factory software, install reprogram and drive away without the issue. Might take 2/3 tries but it's easier than tearing apart an engine and replacing an oil pump that was working just fine.


Hope this helps.

Googlemechanic.

UDONMINIT

FEGEITOK:
WhatsApp messages can be deleted.

That's a major bug in documenting communication with clients.

yup

adanny01:
Even if the car was given to him free, the worth of the car shouldn't be a subject of ridicule

I knew the issues can't be resolved with ease. When you give hope to the blind, nothing short of sight will settle the matter.

That P.S. she added was below the belt. Kinda saying she couldn't fix it, because it's crap.

nope.

What I was saying was the car is road worthy and a good deal to keep it and if he didn't see value in it we could easily find someone who did. Does that clarify now

Welcome gentlemen. Took you long enough

shortgun:
This is why this country will not move any inch towards development.
Our problem is not the political leaders...the problem is with us Nigerians.
I see people commending Radautoworks for a job well done and for her maturity... I ask for what exactly
Someone failed to deliver a service she was paid for over and over yet people are praising her...how ?
Radautoworks I've always taught you will be different but you have proven with this thread that you have limited knowledge about auto repairs and no different from the so called kassims.

That you spent years in the US doesn't mean you are skilled in what you claim to do.

Your excuse now is that the car was bought for 400k...and so what

You know OP got the vehicle for free and a lemon yet you charged him exorbitant fees to fix it? without any results?

You brought the amount he bought the vehicle here to make mockery of someone that pays your bills? ...when he drives by people will recognize him as the man that bought a vehicle for 400k

What exactly do you want to achieve with mocking a Man that feeds you?
There's no professionalism in the way you have treated this man and his vehicle.

I put it to you that you are not in anyway better than the road side mechanics...the only difference I see here is your ability to con the gullible.

I am an angry man right now.
Nonsense!

Okay

chronos00:
Don't you guys have access to high end tools with official Honda support? To resolve the persistent oil level warning light, I mean.
Because while it may sound great to say that the underlying issue has been fixed, seeing that light constantly will always cause the gentleman palpitations.

I agree with you and I would have loved to say we could just do it. Even with high end tools some things are just dealer level. We are jumping through a lot of hoops which is why Glen said we were working on a solution. Despite being an American company we sometimes have issues with the auto makers because of our location. I won't bore you with it but each time we encounter a hurdle, all we can do is work towards a solution for the future.

chronos00:
I have to say, Radautoworks, I really didn't expect this to be an 8 page thread. I just figured all would be sorted out satisfactorily and everyone would just move on.

Kinda surprised, and not in a good way, that this matter is still raging.

you and me both.

Inception:
Your intention was what i was calling out. You know what you did there.

He did not ask for your 'professional opinion'. And heck, not in a public forum!

Apologizing was a good save.

Not interested.

you're reading into stuff that isn't there. As you said yourself, that's below me.

Inception:
Disclosing the purchase price of the vehicle in a public forum without the owner's consent (which he has countered as false anyway). I think that should not concern this discourse from a professional standpoint.

It looks like you were trying to score a cheap point with that.

P.S. That is not for you to decide for him. Your scope is to get his vehicle fixed, not to evaluate the current residual vehicle of the car.

He would have gone to cars45 for that

you misunderstand. I thought he had previously said on the forum that's what he bought it for. That's why I included the screenshot of his post which I misunderstood and apologized. There was no breech of confidentiality as he has never discussed his purchase price with us. Also, I was offering a professional opinion not deciding for him. Anyway sha, I really want him to get a second opinion (preferable the dealership's opinion) on the state of health of the car. Abi you wan check am?

Inception:
Was this really necessary?

Kind of beneath you.

which part?

EDIT; I get it. I misread something he had posted before and it wasn't a dig, it was pointing out that it was a good financial decision to keep the car.

[quote author=Inception post=100363765][/quote]

Crocif:
You do not need to apologise.

I am a bit of a tough cookie. So, don't worry about my feelings. Like I said it is business.

PS: On Glen given all to make-up. Ask him, when he used his personal oil switch for my vehicle I asked him not to. I had to go buy my own. So you know, I purchased ALL the items your technicians required of me. You mentioned a sensor, I do not recall anyone spoke about that. What I remember was someone talking about something (don't know the name) around where the driver airbag is. Said I need not change it so I left it.

I am now getting into a he/she/they said argument. I don't want to do this.

okay.

For clarity the oxygen sensor was from the very first visit. It's not a critical part in the hierarchy of what you were dealing with. It detects and regulates the oxygen-fuel mix in the engine and indicates something is off with emissions. The most common symptom is the check engine light. The less common serious symptom is over time gas consumption might increase. For most, they just ignore it unless consumption increases. That's fine but the caveat is since the check engine light is on, if something else goes wrong that normally triggers the light, you won't know. It's not a hard fix and if you get it, we can pop it in for you. I wouldn't bother right now though until you get that system upgrade because the light won't go away.

Ghost1994:
Good morning my Dear SMs.
The Need to know.

RAIN.
The Rains are here, reduce your speed because the Roads will be wet and Slippery.

OUR BREAKS.
Check your Break System to ensure your Breaks are working well to cope with the Friction on our Road while Driving.

YOUR TIRES.
Kindly Ensure that your Tires are good and Road Worthy.Please do not use worn out Tires.They have a Lifespan of 4 years, however depending on mileage too based on anyone that comes first.

YOUR WIPER.
Ensure that your wiper is working well to clean your windscreen during Rains to enhance visibility.

YOUR LIGHTS.
Please make sure that all your lighting system are fully functional.It is always necessary to make sure that your lights are working especially now that the Rains are here.

NO AC OR NO HEATER.
Please once it is raining and you know you do not have AC or Heater in your Car,please safely park your Car because the Atmosphere becomes Foggy which will hamper your visibility.Wait untill the Rain is Over then you can move..

I'm sorry, pet peeve. BRAKES. they are brakes

Crocif:
Again...water under the bridge.

I wouldn't have mentioned it if you had not tied a name to the number plate.

PS: None of my business but I would strongly recommend that you pay more attention. Some things I witnessed (I will not share here) indicates some customer dissatisfaction. Maybe Glen already spoke to you about one of such episodes. I do not think you should take those lightly. You have explained the business model and as I mentioned, I am truly intrigued and want you to succeed. I wish you well.

Will continue my journey to find out what's wrong with the vehicle. On a lighter note, I am wondering how a smart lady like you could believe the vehicle was purchased for N400k and you believed. Lol. Amazing.

Trust me, I've seen and done crazier

I do appreciate the additional feedback and we will be retraining on processes across the board. I really do want you to take it somewhere else, ideally Honda or Acura for a health assessment before you try to do anything else to it . You'll feel a lot better after I promise.

Crocif:
Hi,

I struck out areas that are demonstrably false. I will not bring myself to that level and argue about them.

Secondly, you do not owe me an apology and Glen need not go out of his way to make it up to me. We had a business transaction and I got the short end of the stick. It happens. Water under the bridge.

Thirdly, I explained in detail to one of your management staff on-site why I would prefer not to deal with Blessing. To put it simply...she was rude.

PS: I told you from the beginning I would do a review here and I am surprised at the way you handle customer confidentiality. My number plate is all over the place etc. Now I am thinking coming to your organisation was a huge mistake.

Apologies! I thought I removed all identifying information. It has been fixed.

About Blessing, she is consistently our auto assistant with the highest customer satisfaction rating on attitude so I'm shocked by this statement and frankly find it hard to believe but not all personalities get along so I will defer judgement.

About the struck out portions, they are documented on video so I'm not sure why you say they are false. As you say, no need to argue. I still urge you to take it to a neutral shop for an assessment on the car's health. You previously stated you are not auto savvy and I think you are approaching car repair from the same angles as computer/electronic repairs. They are not. You need an independent review from elsewhere about the car's condition to assuage your fears.

Also, I stand corrected. I mis-remembered a statement of yours posted in the forum regarding your costs. Apologies for the incorrect statement.

And whether your accept it or not, I apologize again for how you feel

emmyN:
I could have sworn you deactivated, or is it possible to reactivate again on nairaland?

Radautoworks, I think the WhatsApp issue should be looked into. It could help customers if there is an official WhatsApp line for communication that is duly attended to. That's if it does not go against company policy. Remember I have made this request before.

Hello,

I'm sorry but we will not be adopting WhatsApp at this time. We think phone and particularly email are great for sending price quotes and diagnoses and a great documented way of receiving customer approval so there is no ambiguity.

9icetoo:
But we drive Honda abi?

tah