I sent me turbo's in to a company that i will leave nameless for the time being. The secondary turbo was shot, and they were going to look at it to see if it is covered by the warranty. They said they would call in 2 weeks. 2 and a half weeks go by and i give them a call and they say they dont know anything yet, theyll call the following wednesday. Wednesday passes and i call them on friday and ask whats up. They tell me to hold on a second and about 5 minutes later he comes and says it looks no fault on my part but no fault on theirs so they probably wont do the repair for free, but they will call me the following wednesday. Friday comes and i hadnt heard anything so i call them and no one answers or returns my phone call.

So its been nearly 5 weeks since they got my turbo's and they dont know anything about it yet. Is that un-reasonable or does stuff like this usually take this long? To me it seems like one of those "we arent gonna make money off him so just do it in our spare time" type of things, but since ive never had turbo work done before i dont know. So any info would be great. Note that this is one of the better companies within a few states that specializes in RX-7's.

 

They're unreasonable. If they won't fix it it this amount of time, ask them to send them back, find someone else. They're not very smart to alienate a potentially loyal customer. Doesn't sound like they've done anything to me. Maybe they're super busy, but it's not your fault they don't get enough help.

 

Well, warranty work can't take precedence over current paying customers, but it also shouldn't continue to be put off behind new customers either. I usually put any warranty work "in line" with the rest of the work just as if it were a new paying job. That's probably the most fair to everyone.

 

if it's no fault of yours and it still fits the provisions of the warranty, then they have to fix it. that's what a warranty is. you didn't give us the full details, but if it still qualifies for a warranty, then that's that.

also, 5 weeks is completely unreasonable. they're leaving a customer without the parts they need for over a month. that's a bad sign saying that their customer service may not be that great. along with that, they're also failing to call you withing the times they said they would. that's not good for customer service, either. given limited staffing (ie, no personnel dedicated strictly to warranty claims), Kevin's method is the best. treat it like any other customer's item. then no one can be upset about turn-around because nobody has been put out of line or cut in line.

 

Great avatar. Never saw that episode.