Broken Wiper scratched windshield

[Earl Weiss]

Get a call that a customer is unhappy.

Went thru the tunnel and wiper came off and windshield is scratched.

First I figure why would they turn on wipers if one came off and why should I pay for the scratch from that.

Watched video and see guy had wipers on in the tunnel coming out of first mitter and then coming out of second mitter.

You would tell them?????

 

[MEP001]

Do you have signs up to tell them to keep the wipers off?

 

[Earl Weiss]

Nope, Thought I did but must have simplified them a while back thinking everyone knew better.

 

[Robert2181]

I look at it is no different than someone rolling down their window or opening the door !

 

[Jeff_L]

They might be automatic wipers, turn on when sensing moisture.

I would deny the claim. Might have come off in the wash, but there had to be something wrong with it to,have come off. Manufacturer installed wipers wouldn't just come off. They were either old and loose, or replacement ones that weren't installed correctly. Not your issue.

 

[Earl Weiss]

I look at it is no different than someone rolling down their window or opening the door !

Might just use that line when I speak to him.

 

[robert roman]

My question is does this happen a lot?

If yes, you may have customer loyalty issue.

The reason is customers who consider themselves as having a consumer relationship with a business are less likely to engage in unethical acts.

If no, there is at least a 50 percent chance the damage didn’t occur at wash.

So, what costs more, denying the claim or life time value of customer if they don’t come back?

 

[Earl Weiss]

My question is does this happen a lot?

If yes, you may have customer loyalty issue.

The reason is customers who consider themselves as having a consumer relationship with a business are less likely to engage in unethical acts.

If no, there is at least a 50 percent chance the damage didn’t occur at wash.

So, what costs more, denying the claim or life time value of customer if they don’t come back?

Second time in about a month. Watched video of other guy and he had wipers on.

Spoke with this guy. After listening to him I said:
Q: Do you really think it was a good idea to turn the wipers on?
A: I would never do that.
Q: Well , if you give me your e-mail I will send you the Video.
A. Here is my e-mail. My wipers may go on automaticaly.
Q: Well, i never have this issue with any other escalades so why would it happen with yours?
A. I was testing it after it grabbed the wiper.

Sent him video and he e-mails me:
"I didt see the wipr on in the first video and in the second I paniced when it grabbed the wiper and I turned it on to dry and save it.

MY response: First video shows wiper on at 11 seconds after view exiting first mitter not obstructed and continuously as it exits last mitter.

People can believe theri wn baloney but the video doesn't lie.

End of interaction.

 

[TEEBOX]

Had a customer come in last month with 1982 Acura. Rear windshield wiper is designed in the vertical upright position. Comes back and tells me during the wash that not only did it break his wiper but also broke his rear glass. The wiper is mounted in the glass. Totally shattered.

I reviewed my video and noticed that he turned on his wiper prior to the wash. I also have a 2 signs (one on each side of my entrance) stating not responsible due to driver negligence. I explained this to him and I felt really bad for this customer. So should I be liable because of his actions? NO. I denied the claim.