Our team need to keep our transport running smoothly, which often involves both mechanical and negotiating skills
One of the fleet vehicles recently had an engine problem which caused the engine to partially explode leaving a large hole in the side of the engine and several internal components on the roadside. After much research we realised that this was a known fault in this particular type of engine in this particular variant of engine and was well documented.
We decided to contact the manufacturer who agreed the engine design had some problems, but, due to the fact the vehicle was over 6 years old and had covered over 60,000 miles they were unable to help.
After more research into the problems we realised that there were another three vehicles on our fleet that may have similar problems, then the following week one of the engines seized.
Another phone call to customer services and a case was opened to see if we could be helped with the cost of repairs.
Full details of all the vehicles along with their service histories were given, the vehicle with the exploded engine was towed to the local dealer for investigation. After two weeks the manufacturer decided that the seized engine was not due to the same fault, so it would definitely not be considered for help with costs. The cost of a replacement engine for the exploded engine would be in the region of £4,500 plus labour, due to the fact it was pretty much destroyed.
We pleaded our case and explained we had 13 other vehicles on the fleet and were loyal customers, We sent full details of the vehicles service history with evidence and explained that we service our vehicles annually regardless of mileage.
Finally after three weeks of pleading, we got our answer... the car manufacturer are willing to pay 100% of the cost of a replacement engine, leaving us to pay the labour costs.
The other two vehicles have been checked and are not showing any signs of problems both have covered in excess of 90,000 miles and are over nine years old, so are likely not to be affected.
Finally after contacting our local dealer in Sidmouth they have agreed to reduce the labour costs for us, as we are loyal customers.