Motorcars prides itself in dealing honestly and ethically with all of our customers. We try very hard to provide only needed service and explain what is needed in such a way that our customers understand. It is unfortunate that some people only tell one side of a story.
The customer complaint has conveniently omitted the following details:
When car was first brought in, customer reported insufficient illumination from headlights. Inspection revealed physically broken headlight adjuster mechanisms for both left and right sides, as well as clouded lenses.
Repair was not possible. An estimate to replace both headlight assemblies with new O.E.M. BMW units was given to customer. Owner declined replacement, stating that he would research lower cost alternatives online.
Customer called back and stated that he wanted to convert his headlights from the original halogen design to an aftermarket xenon type. We advised customer that the car was not originally designed for this type, and no O.E.M. upgrade existed. Customer insisted that he wanted to utilize aftermarket kits he had found online (made in China/sold from west coast of U.S.). These units were halogen units sold with xenon add-on elements. They also incorporated L.E.D. turn signal/park lights rather than original incandescent type. We advised owner against the conversion for a number of reasons. Owner insisted that our concerns were unfounded; he stated the seller guaranteed suitability for this installation and would provide technical support through a toll-free phone number. We pointed out that conversion would entail additional labor due to required modifications. Customer restated his desire to proceed.
Customer supplied parts and work commenced. Conversion from halogen to xenon required modification to housings and wiring harness connectors to fit. Lamp igniter modules (required for xenon, not used for halogen) had to be mounted in car in such a way as to be secure and allow for future servicing of adjacent components. L.E.D. wiring included with kits was adapted to original wiring per included (but very sketchy) instructions. During initial tests, several elements of the lights failed to function. Multiple attempts were made to consult with “technical support” using supplied 800 number. When we could actually get someone to answer, they were unable to provide any useful information; the story for several calls was that the correct person was “out” and would call back. No one EVER returned a call. Repeated calls and interminable minutes of being on hold finally resulted in a new person who took the information, admitted they had no useful information to impart and promised to contact “manufacturer” for help. No call backs over several days despite continued attempts on our end. During this time owner was kept informed of events, but expressed a reluctance to get involved directly with the seller (despite the fact that HE had selected them against our recommendation). Owner finally directed us to remove and repackage all components for return to seller. We did so. Owner then provided a pair of O.E.M. headlight assemblies (the same ones we had recommended and quoted for at the outset) and had us install them. We did so and the lights operated normally.
Labor charges were appropriate for the time spent working on car. Owner’s accented, but very good English played no part in this encounter. He was fully aware from the outset. He made poor choices that he later came to regret. Buyers’ remorse is no excuse for failing to accept responsibility for ones actions or to resort to calling someone dishonest.
Motorcars International Inc.