We took one of our cars in for an oil change and tire rotation the other day. Oil changed, tires rotated, they called to tell us the car was ready. Good news, no other problems. When we arrived at the dealership to retrieve the car, we had to wait at the service desk for a few minutes while our service rep was finishing up a phone call with another customer. I didn’t want to eavesdrop and I am no mechanic, but it was pretty clear that this was not a good news phone call. That engine chugging and the smoke out the exhaust had to do with shot piston rings and a ring job was going to be at least $3,600.
As I listened in on the bad news call, I was impressed with how well and how calmly the service rep was dealing with that poor motorist at the other end of the line who, as best I could tell, was not particularly calm or taking the news very well. Just change the spark plugs? No. Covered by a warranty? No. New engine? New car? The ring job would be cheaper.
“Those calls are never fun,” the service tech told us after he finished the conversation with the customer who had just received the bad news. Continue reading