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From: Lance (Auto Care Forum and News)
Date: 10 Jan 2004
Time: 02:04:49
Interesting call on the last day of the year. The gentleman was from Dallas and said he needed an Oil Change from the Oil Change Guys http://www.OilChangeGuys.com . First question was how do we get the oil out? Well we “Evacuate it” or in the industry we call it “E-VAC” and this means we suck it out of the dip stick tube with a thin tube which is pushed into the crankcase. He said but that will not get all the oil out? And since it will not get all the oil out he said, we would be putting less oil in? I said I did not think that was correct, because it gets nearly all the oil out. How do I know this? Well when we take the oil out if we loosen the oil pan drain plug we barely get a drop out. I told him if it was a problem that we could drain it out the bottom if it were an issue and it meant that much to him, we are into customer service. So this gentleman said well yes I would prefer that, so I said fine no problem let the operator know and it will be done by your request, “You can have it your way.” I felt like a Burger King commercial, but what the heck, we claim we give good service so why not? Then the gentleman said well I have two cars one is a Diesel Mercedes 300D and it takes 7.4 quarts of oil, so you are not going to charge me more are you? Well it does take 2 quarts more than most cars. So the price would be $2.00 per quart extra. Our cost would be $1.79 per quart most likely considering this guy would want some special oil. Then he said I want Synthetic Oil. The conversation got lively then since he wanted the lowest price and synthetic and then a special job. I tried to explain to him on a Diesel Mercedes that the “E-VAC” system would take more oil out than draining through the oil pan plug. In the Mercedes 2.5L Diesel draining from the plug would remove 7.4 quarts including the oil in the filter, meanwhile the “E-VAC Systems” will remove 8.25 quarts. “OH,” he said…“well then use the E-VAC thing, but I do not want to pay for the difference in oil between the 7.4 and 8.25 quarts.” I am thinking to myself, this guy probably wants a free oil change. I said “Okay Sir, what is the other car?” He said “It is a Lincoln Marquis and I want the oil to be drained from the plug, but it is lowered with 16 inch rims and sits only three inches off the ground and I do not want you to jack it up, also the skid plate is bent and I am not sure you can get to the plug?” At this point I am thinking this guy is so full of it, I cannot believe it. You cannot jack that car anyway it has self levelers and you have to turn the system off, meanwhile he said he would leave the car hood open for us? Usually in this case we would drive the car up on ramps. But how could we without the keys? Besides the “E-VAC” system would do the job fine anyway. After explaining this to the guy, he asked if we had a guarantee if the cars motor blew up after we worked on it? This whole time I am being cordial but thinking to my self I will be glad when this year is over. After having this belligerent customer harass me for ten minutes. We asked him, can I schedule your cars for service. He said no, I just wanted to hear if you knew what you are talking about and he hung up. Now mind you, I was personally answering the phone and the only person that did not know what he was talking about was he himself. He must have been a competitor or something, there must be 100’s of oil change companies in the DFW area, but it just seems like a real waste of time for someone to be spending their holidays calling competitors?
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