I got a call yesterday, Company owner wants me to look over a CAT invoice he received on a no start situation on a CAT CB64. To make a long story short, I originally called CAT field service to come out and do ET on the engine. The tech would contact me regarding anything he found. This turned out to be a 2 week long ordeal, with the problem starting off being an ECM problem, which turned out not to be the issue. Then it was a bad ignition relay, which was not the problem...….and so on and so forth. Then I was told by the tech that the original ignition relay was a 24 volt relay which is in a 12 volt system. (?) He changed the relay 3 times (I was told the 1st 2 were faulty parts). and now that the relay has been replaced with a 12 volt...….the machine seems to be fine.
So.....Im thinking the customer was billed the ENTIRE process, from start to finish. I had talked to the tech when he finished the machine and he was relieved it worked. He was very frustrated that second week and had called me a time or 2 confused at what he was finding, and had also been on the phone with tech support several times during the process.
Now, I know the tech had a hell of a time with this project......I can relate. But...….should the customer pay for misdiagnosis and teardown of those? I really don't want to throw anyone under the bus but I don't want the customer getting screwed either. If you were sitting in front of your customer in this situation.....what would your course of action be? I'll be in THAT seat in the morning.
So.....Im thinking the customer was billed the ENTIRE process, from start to finish. I had talked to the tech when he finished the machine and he was relieved it worked. He was very frustrated that second week and had called me a time or 2 confused at what he was finding, and had also been on the phone with tech support several times during the process.
Now, I know the tech had a hell of a time with this project......I can relate. But...….should the customer pay for misdiagnosis and teardown of those? I really don't want to throw anyone under the bus but I don't want the customer getting screwed either. If you were sitting in front of your customer in this situation.....what would your course of action be? I'll be in THAT seat in the morning.