I would have put this in the Garage but it deals more with bad business practices then actual car trouble so please move if necessary.

Warning: words to follow

About three weeks ago I was visiting my family in Charlotte. On the way back to Huntsville (~8 hr drive), I got a tire blowout after about 15 mins on the road. I figured it would be a standard tire change but after pulling over and checking it out, there were tons of wires and random crap hanging out the side of my car. Obviously not a quick fix so I had it towed to the local dealership.

They said the part that was damaged (wiring harness and a few other things) was really rare and they didn't have any of the parts in stock. It should take a few days to get one in. I had to get back to work so I called my insurance and they got me a rental to come back to Huntsville with my intent to fly one-way back to Charlotte that weekend and drive it back. After a few days I call the auto shop and they now say that it is on backorder until September 6. Whatever, my car insurance is helping me out a lot though and said they can give me a rental for 30 days. So I drive the rental for three weeks.

I call on September 6, the part isn't in. September 7, part is "in transit". Just talked to the dude and now he says that although it is at the distribution center, they can't get it into the shop until "mid-September". This is completely unacceptable and utter bullshit since they have had my car there for almost a month by now.

So my insurance policy only covers the rental until this weekend -- after that I have to pay out of pocket. I'm considering just telling the auto shop to fuck off and letting them buy it for parts or whatever and just buying a new car because it seems like they aren't doing shit with it. I realize that I'm pretty pissed off at this point and that probably isn't a good decision, but I honestly have no fucking idea when my car will be ready. I was already looking into getting a new car within the next 2-3 years, and financially I wouldn't have any problem getting a new car. Any advice or suggestions?

9/8/2010 4:54:09 PM

holy crap that sucks. i have no idea where you start, but have you asked to speak to a manager or shop owner or whatever? you could try contacting their local monica laliberte/5onyourside type news person too.

9/8/2010 5:06:52 PM

What kind/year of car is this that they are having such an issue getting parts? I also don't completely understand what happened initially--when the tire blew up/disintegrated it damaged other parts of your car? Is insurance going to pay for the repair, also?

9/8/2010 5:07:27 PM

Good ol' boys trying to fuck over an Englishman? Say it ain't so!



But seriously, thats probably got something to do with it. They took you for a sucker. And this sucker just got served.

9/8/2010 5:08:50 PM

Would the car crank and run?

9/8/2010 5:15:55 PM

The last guy I spoke with was the manager of the service department. He said he's "working on getting it there faster". And I don't know how I would even go about contacting the local news there since I am living three states away...

The car is a 2000 Mitsubishi Galant. When the tire blew out, apparently some of the steel rings somehow got thrown up into the engine (I was driving about 80 mph on I-485 when it happened and it took me a good 20 seconds or so to slow down to a safe speed and pull over). The steel rings apparently just went nuts in there and ripped out a number of electronics. I don't think it was them lying to me about that at least, cause aside from seeing all the wires hanging out the windshield wipers/headlights/and a few other things weren't working. Insurance is paying for everything... I would just be paying the deductible.

The dealership service department has been doing all the work. Aside from me personally dropping it off, my insurance agent has been handling everything in terms of talking to them, aside from me calling to check in every now and then. I don't particularly think it is a case of the "good ole boys" trying to fuck me over since I was only there in person one time and it isn't a private auto shop.

9/8/2010 5:15:58 PM

do you have a woman in your life that is attractive and willing to get on her knees?

perhaps your mother?

9/8/2010 5:18:40 PM

The engine was fine and would crank but none of the electronics or sensors were working properly.

9/8/2010 5:21:35 PM

Going to the dealer was your problem. Dealers don't stock parts any more, and their supply chains are terrible. An independent shop would have sent someone to the junkyard by now if nothing else.

9/8/2010 5:25:48 PM

^I actually originally had it towed to a different place. After it sat in their shop for 2 days they called me and said that the main part needing replacement (wiring harness) was extremely rare and I would have to take it to a dealership. After calling a few other local auto shops for a second opinion, they told me the same thing.

9/8/2010 5:29:05 PM

you could check for your part here:

http://www.mitsubishiparts.com/

And see if it's in stock there.



For the record, I ordered a part for my 01 Chevy Tahoe from gmpartsdirect.com and it's been two weeks and I don't have it yet either. A few days ago I got a tracking number and fedex's tracking site says it still hasn't been picked up. I'm in no rush, so it's no big deal to me. But that sounds like the same thing you;ve got going on.

9/8/2010 5:35:58 PM

The 2.4L isn't that rare. I've rebuilt two of them myself, oodles of them in junkyards. Mitsubishi dealers just suck. Is mitsubishi even still in business?

9/8/2010 5:36:58 PM

Just talked to them again. They are claiming the part will be in on the 22nd. Who knows if it will be.


^^I appreciate the link man but seriously, if they called the main Mitsubishi manufacturing plant in Japan and had them make a new one for me, then send it over on the slowest boat in the world, it would still be here before the 22nd. That's more than 1.5 months after it was ordered.

^And yeah, you're right, Mitsubishi dealers do suck. I have no beef with the cars... the car that I did have was fantastic and never gave me any type of maintenance issue in the world outside of this, but if dealing with just one maintenance issue is this big of a problem then it isn't worth it.

9/8/2010 5:43:37 PM

Wires are wires whether they are part of the original wiring harness or not. Seems like something the guy who installs car alarms for your local stereo shop should be able to rig up so at least you could drive it until a factory replacement can be sourced. Maybe there is something special that is missing here though.

[Edited on September 8, 2010 at 5:45 PM. Reason : l ]

9/8/2010 5:45:22 PM

better business bureau

9/8/2010 5:46:26 PM

it doesn't sound like they are fucking you over at all other than being slow - i expected to hear about price gouging

9/8/2010 5:53:50 PM

Price isn't really a problem due to my insurance covering most of it. I'm gonna talk to my insurance agent tomorrow and see if he can get Mitsubishi to do something about it. This is their last chance to fix things.

One of my friends sent me this link:
http://consumerist.com/2007/05/how-to-launch-an-executive-email-carpet-bomb.html

and I fully intend to use it if I have to -- in addition to writing as many horrible reviews as I can and contacting the local news.

9/8/2010 5:59:02 PM

Quote :

"And I don't know how I would even go about contacting the local news there since I am living three states away..."

google.

9/8/2010 6:25:16 PM

Sometimes it's legitimately a fucked thing - the dealership may just have a shitty supply chain like others have said. For your problem, can you verify the car is operable even without any of the accessories and that you aren't fucking up any emissions, ECM/PCM, etc., fly back to CLT, pay for the wiring harness, pick up the car and tell them to ship the harness to you so someone local down there can fix it?

I honestly don't think this scenario is something where you can prove that they fucked you over other than to give a poor estimate of when the part should have come in. If nothing else you can try to haggle with the service dept manager that you'll let them repair the car if they help pay for the rental based on their poor estimatation, but that's a damn long shot with a stealership. There are people with warranty failures that stealerships couldn't give a flip about, but every once in awhile there are some decent people out there.

[Edited on September 8, 2010 at 7:35 PM. Reason : Which dealership is it? I live just north of Charlotte]

9/8/2010 7:34:44 PM

^Larry Jay Mitsubishi on South Blvd.

And it isn't just the wiring harness... a number of small motors and other electronic parts suffered damage too. The internal lights, headlights, windshield wipers motor, and I think breaklights were out. Even though the engine is fine and it will drive, if I encountered any rain or got held up in traffic until nightfall I would be fucked. Driving it back here isn't really an option unless it is fixed.

The thing that is really pissing me off is that they said the part is at the North American distribution center meaning it is at least in the country... it shouldn't take 2 weeks to ship something from anywhere in the country. I'm gonna talk with my insurance agent tomorrow and see what he can do, if he can't get them to do anything I'm gonna call them back and yell at them a bit. If they still don't budge I'm gonna email the CEO of Mitsubishi Motors of North America. I just found his email address as well as the emails of a few other executives.

9/8/2010 7:44:46 PM

Jesus christ dude. Launch that Carpet Bomb.

Also, email consumerist and let them know your situation. Consumerist publicity is usually the last publicity any business wants.

I would also check if there's like a troubleshooter in the area. Like the lady on the news who helps out people who get fucked over. Make it as publicity unfriendly for these assholes and I bet you you'll see some results.

Also, who's your insurance? They sound pretty awesome.

9/8/2010 9:40:50 PM

Quote :

"After it sat in their shop for 2 days they called me and said that the main part needing replacement (wiring harness) was extremely rare and I would have to take it to a dealership."

hmm...does the wiring harness really need to be replaced? i had a dealer try to sell me a wiring harness one time when all I needed was a $5 blinker pigtail (discount parts store was temporarily sold out).

there's a place in Garner (if you're in the Raleigh area) that specializes in automotive electric stuff...i think it's called Johnny's.

9/8/2010 10:40:20 PM

^It's definitely the wiring harness. The first place I took it to (the place that had it for two days) told me right away that's what it was and spent the two days looking for one. I'm no mechanic but a bunch of wires (which looked like they had been wrapped together in some kind of conduit) were frayed and hanging out of the wheel area, so I'd assume that's what it was.

My insurance is Geico, and they've been incredible the entire time. My insurance agent has been pestering them even more than I have and has been giving me daily updates on everything he can. Honestly, if it hadn't been for them this nightmare would have been a hell of a lot worse.

So anyway, I'm gonna create as much of a public relations shitstorm as possible regardless of when/if I get my car back, but would you guys suggest cutting my losses now and just looking for a new car or what?

9/8/2010 11:53:13 PM

Give it a few days to see what happens with the PR shit.

9/9/2010 7:50:41 AM

Maybe pick up a beater or something relatively cheap on CL, then turn around and sell it when you finally get yours fixed? Assuming you got a good deal and came up even on the sale price, you'd only be out the title and registration fees, which is less than a rental would cost for a week.

9/9/2010 10:14:36 AM

Quote :

"So anyway, I'm gonna create as much of a public relations shitstorm as possible regardless of when/if I get my car back, but would you guys suggest cutting my losses now and just looking for a new car or what?"

this is adorable.

9/9/2010 10:18:08 AM

As far as I'm concerned, the dealership should be paying for your rental at this point.

9/9/2010 11:22:46 AM

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9/9/2010 12:00:13 PM

How much is your deductible? Between a plane ticket and your deductible... I'm not not sure your car is worth the work, especially if you have to add another rental car. Sell the damn thing, and buy your self another beater (your car is one).

9/9/2010 1:06:07 PM

^Deductible is $500. One way plane ticket is like $160. I have a pdf of the initial inspection that my insurance agent did and he appraised the value of the car to be ~$1500.

Updates though: After bitching at their customer service a bunch they've agreed to pay the cost of the rental car until mine is fixed. What I don't quite understand though is that they seem to have lost the wiring harness that they spent 3 weeks fixing and shipping here. I don't understand how their service department gets anything done with such incompetence.

9/9/2010 2:58:09 PM

Where I draw the line is having a shop work on my shit to begin with. I'll tell 'em to cut me a check, and I'll take care of shit on my own. Most shop management can't find their asses with both hands and a goddamned search party.

9/9/2010 4:53:39 PM

For an old car, it can take many weeks to get some of the parts. Especially for dealers who have to get OEM parts. All the dealer can do is to order the part at the right time and keep you updated timely. Other then that he really has no control over it.

9/9/2010 5:30:07 PM

^If that's the case they should have told me that to begin with instead of jerking me around and telling me one date when they don't mean it.

9/9/2010 8:20:46 PM

i skimmed the thread pretty good

i deal with this kind of thing all the time in my job (except its construction equipment and not cars) send me a PM and i can give you some tips on how to approach the dealer about this. we have a lot of the same processes and structures that i could give you enough info to get some action, possibly.

9/9/2010 11:27:55 PM

cue outside sales

9/10/2010 12:04:29 AM

^^^I agree, it has been my experiance that people who work in places like that lack common sense.

9/10/2010 9:00:41 AM

I'm not trying to defend the dealership by any means, but I believe you may not be aware how outdated or poorly implemented inventory management systems are and it sounds like you're pretty worked up over this.

I'll play devil's advocate because it sounds like if you got them to agree to pay the excess rental charges which to me seems legit for your claim. If a non-stock part or component that isn't commonly purchased is being quoted for a lead time, then the vast majority of places - regardless of industry - usually have a default lead time set up in their system. Much of the time they are based on basic supply and demand for that part or at best statistical data for past purchases. It isn't like the service guy called the distributor guy and he called the warehouse guy and he called the mfg guy to get a spot-on quote. It just sounds like someone down that chain looked at a default lead time in their computer system and ran with it and it took longer to procure than originally estimated.

I know all this sounds basic and condescending but I really think you are more worked up over this than you should be. How would you like it if one of your suppliers gave you (the middleman) a 5 day lead time for a part, the customer purchased based on that info, then your suppliers upon receiving that order say "oh shit sorry it will be 20 days". What exactly would be the right thing to do in that situation? If if were me then I'd pay the extra fees incurred to the customer such as your case.

9/10/2010 4:57:36 PM

you should be mad at the distributor, not the garage. One problem with this recession is that it has really slowed down shipments of parts with long lead times. Everyone stalls their deliveries until they have enough parts to fill up a truck in an effort to save on shipping costs. The shop can't really do anything about this.

9/10/2010 8:33:43 PM

i don't know if this has been addressed, but what is in it for the dealer to just sit on your car?

what i'm getting at is, maybe they're not specifically trying to fuck you.

9/10/2010 8:57:39 PM

According to the customer service person (who may have been just playing the blame game), it is the shops fault for not placing a special priority on the part since my car was not drivable and they needed to get it out ASAP due to my situation. Regardless of who's fault it specifically is, it is still Mitsubishi Motors who is at fault. And yeah they may have quoted me at one date to later find out that it wouldn't there, but quoting me a date five individual times and having it fail to get there each time is ridiculous.

9/11/2010 1:03:53 AM

Quote :

"I know all this sounds basic and condescending but I really think you are more worked up over this than you should be. "

You have to be kidding. They've had his car for a month. Not a day or two, a month.

9/11/2010 2:51:08 AM

Wait, so the first shop told him that it was a rare part that they couldn't get and that he needed to go somewhere else. The other shops said that it was a rare part that they couldn't get and that he needed to go somewhere else. He took it to the dealership and they said that it's a rare part and they're having trouble getting it but they're fucking him over? WTF?

I'd be willing to bet that none of this is the dealership's fault. Making a big scene over it with them & calling the local news to complain will do nothing but make you look like a giant asshole. Call Mitsubishi corporate and explain to them that you've been waiting 1 1/2 months for their factory/distributors to get this fucking part and that you want something done.

Regardless of what everyone here thinks, there's probably a bunch of parts on your 10 year old car that are no longer used and are probably not made by most companies anymore because they aren't really a wear/tear item. Shit happens and the with the number of companies that have gone out of business in the last 3 years, it's not too surprising that random parts are backordered. Hell, I have customers that have been waiting over a month for a damn lock because my manufacturer changed distributors and wasn't smart enough to do it soon enough to prevent a backorder situation. Meanwhile, the customer calls to complain to me about something that is outside of my control and that I had 0 knowledge of before receiving their materials & finding out that some things are missing.

9/11/2010 8:48:36 PM

Dude, how much damage was done to that car? Sounds like a lot of money is going to be needed to repair a vehicle with relatively low value (a couple grand KBB maybe?)... Are you sure it isn't totalled? That's something worth figuring out IMO.

^ +1

Quote :

"And yeah they may have quoted me at one date to later find out that it wouldn't there, but quoting me a date five individual times and having it fail to get there each time is ridiculous."

Dude, I totally feel for you... I really do...

[Edited on September 11, 2010 at 9:48 PM. Reason : .]

9/11/2010 9:45:21 PM

^^ Actually I already did call Mitsubishi corporate and after talking to a few people in customer service found out that it was the dealership's fault for the way that they ordered it. That is what I said two posts above yours. And once again, I understand that it may have taken a while to procure the part, but they should have said that to begin with. I brought it in on August 16th and they said it would be in on the 19th. On the 19th they said it would be in on September 6. On the 6th they said it would be in on the 7th. On the 7th they said it would be in on the 8th. On the 8th they said it would be in sometime in "mid-September".


And the total damage to the car was around ~$1000 or so but my insurance agent did a full assessment and he said it is Geico's policy to just call it as totalled if the repair estimate is more than half the cost of the car. The car itself was in fantastic shape... aside from a few cosmetic things, the engine and everything ran absolutely perfectly.

9/12/2010 2:59:34 AM