A dealer messes up a steering wheel -- next steps?
 

Let's say a Mazda dealer screws up the leather steering wheel on a Mazda car during a wheel alignment by crimping the clamp on the steering wheel so hard the places where it was clamped were highly compressed (they rebounded a few hours later) and leather was scraped off from the backside of the wheel at 7 o'clock area position.. RIGHT where the index and middle fingers go when "at cruise".

When called on it, this dealer has his "leather guy" "touch up" the affected area.

Let's say that fix isn't satisfactory: The once-beautifully-feeling area now feels like a burn scar, completely smooth and plasticky, is 2x the size of the original problem and feels worse than the original problem.

Pictures were taken before and after the "fix."

When called on the horrible feel of the "repair," this dealer insists that "Well, the car is x years old, that was probably there.." NO SIR IT WAS NOT! The wheel was PERFECT when dropped off for the alignment! Being the main interface between man and machine, one'd think the man knows how the wheel feels at all times, yes?

The dealer has asked to see the the car tomorrow, which he will.

The next step, obviously, is to have the offending dealer replace the wheel on their own dime and their own time. But what if that doesn't happen? What are the options?


1. Eat the cost of the wheel, which is *considerable*, and then make it known to the four winds, local Rotary Car Clubs, twitter, this forum and facebook about this dealer's refusal to man up to their cockup?

2. Replace the wheel, then take the offending dealer to Small Claims court, where they surely show up with a monster sleazeball lawyer, letting the injured party on the hook for the replacement of the wheel?

3. Doing nothing and "taking it" or "getting used to it" is very simply not a fucking option whatsoever.

Oh, and one last thing -- let's assume this wheel is not the normal RX8 wheel, but one that goes on an '05 Shinka -- with the piano black trim, not the stock trim.

What would you do, if faced with a "Nope, not gonna happen, not our fault, we gave you a fix and you're not happy with it, tough."?

If the dealership messed it up and its their fault, then they should fix it with their own expense...PERIOD!

Right. But you know they'll push back, right? And one can only push back against them only so hard. They already performed one half-baked "fix" that feels like burn scar tissue.

So the question is -- when diplomacy has failed, what next? Is Small Claims worth it? Will it take weeks, months to get satisfaction?

I would try going directly to Mazda USA and complain about the dealership. Write a nice letter about how you love the car, the rotary and everything Mazda, you are shocked by the level of service that you did not expect from such a reputable company.

Its a dealership. You are the 5th person they pissed off this week. They don't care. They will have to deal with you in the moment. But once you're gone, they wont think about it again. If you leave pissed off and never come back, Doesn't faze them. There are a hundred other people in line behind you that are push-overs and will keep coming back.

Be polite and ask for a new wheel. If they refuse to do so, ask them to buy a used wheel since your car is old after all. Mazmart may come in handy, i'm sure they have some ready to ship.

If they are not cooperative, again politely, tell them that you will contact MNAO to inform them of the situation and bring the case to your small claims court's attention.

Should they refuse to help you again, follow through the above point ;)

Quick trip to small claims court will fix the problem. They'll have to eat any fees you pony up (which isn't that much) and when they are served, they'll change their tune immediately.

It'll only cost a few dollars, but the satisfaction you'll get is priceless.

I'm not sure of all the legality but asking for a brand new one will probably bring no results. If the dealer handles it under their insurance, they will probably seek quality used (Ahem :eyetwitch). Retail on new is close to $1000.

Of course, this thread is in the wrong place since GENERAL AUTOMOTIVE is not for discussions pertaining to RX-8. I think there is a section called RX-8 DISCUSSION.

Paul.

It's gonna be difficult to prove the scar wasn't there in the first place if taken to small claims court. It's also a time suck.

I'd ask them to replace the wheel and tell them that you may contact Mazda HQ directly about it, but not as a threatening gesture, but as a matter of personal process.

Another option might be to 'settle' and have them pony up for a Wheelskinz. I personally like the look (virtually factory looking) and feel. The steering wheel becomes nice and meaty after the install. I have them on all my cars. It's also nice protection for the original steering wheel.

http://www.wheelskins.com/images/gal...ift%20Boot.jpg

^ I wouldn't like all the mushed leather waves shown on the inside of the wheel in that pic. Nope, not at all.

Folks, thanks for the suggestions and feedback, I'll let it drop for now. No names or locations have been mentioned, and it's never been said whose car this is.

If something like that happens take pictures immediately. While it's still compressed, for example, it should be clear the impression was made by whatever tool they used. Frankly it should still be clear unless their "fix" covered up the whole area. You don't have to take them to court, you can make the case right to their manager and see if he wants to continue talking in court, or make a fix.

Actually, if you feel their fix lowered the value of the wheel compared to its previous state (torn or or original), then the original damage by the tool is moot: the wheel is messed one way or another.

big fat +1 to that. no way.

OP, you have a plenty good case now. the dealership already indisputably acknowledged responsibility for the damage by having someone try to repair it. if the repair isn't satisfactory, then they need to take additional steps, and there's no reason to automatically assume they wouldn't given that they haven't blown you off in the first place

there is one more option that just opened up: having the wheel re-upholstered and then have the dealer reimburse for that. If the quality is oem-like or better then there shouldn't be an issue. Two different vendors are being looked at for that option.

The "leather guy" will work on this again tomorrow, but it is the last time: This fails, and it's "next step" time, only now there are more options.

that wheelskinz is no option whatsoever, wheel and dash covers are ghetto-fixing a broken wheel/dash, and thats just.. no. NFW. The person with the busted wheel would rather cough up for the repair or replacement rather than do that. No. NFWIH.

Word to the wise, tho -- buy a cheap wheel cover and maybe seat cover to and put it on before having people work on a car.

That will be done next time, fer sure.

Good advice.

Custom re-upholstering doesn't sound cheap. Nice idea though.