October 23, 2012 @ 7:20 am
by mego

A customer dispute, that went viral, has ended after a South Carolina dealership agreed to purchase back a 2010 Chevrolet Camaro SS that was serviced, and damaged, by dealership employees. The incident started when William Clark took his Camaro in for service and recorded employees doing burnouts and discussing how they would make Clark pay for a clutch they ruined.

“…the voice recorder hidden in the door pocket catches employees doing several burnouts and hard launches in the Camaro; Clark later says the techs drove it harder in 20 minutes than he had in three years. Once back in the shop, the mechanics realize the Camaro’s clutch has been fried, and come up with a plan to blame the damage on Clark, saying to “write it up as him buying a (expletive) clutch,” while saying another part failed under warranty so that General Motors would pay for its replacement.” Yahoo! Auto, 8 Oct 2012.

After the dealership offered to pay for the repairs, but refused to purchase the car back, C lark posted the recording online, and 4,000 comments later and with intervention by General Motors itself, the dealership agreed to purchase the Camaro back and auction it off for charity.

Lessons learned? For customers, choose your service provider carefully, and use a peer-reviewed service, like CarHelp, before service. For dealers, create a culture of great customer service, and use a reputation management service to help solve online disputes.

 

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