What do you think?

[Ianmc]

Had a powerflow stainless exhaust (cat back, two boxes) fitted about 18 months ago.
Middle box (between tail and cat) failed recently. Guarantee is "lifetime".
Car booked in last week with original supplier/fitter in Southampton for repair under warranty. After inspection on Wednesday, mechanic found that they didn't have the failed box in stock; booked in for fitting this morning, with collection arranged for 1pm.
Having trawled the streets for a couple of hours, returned to collect the car and told £138.00 to pay. Reminded them that it was booked in for a warranty repair (and had been inspected by them last week without comment) but told there were "signs of road abrasion" so not repairable under warranty. This exclusion is not on the printed literature supplied with the original invoice; you have to go to the Powerflow website to view full warranty terms and conditions, which does say impact damage is not covered. As an aside, I blame @andyglym for this as he routed us over some uneven roads during the Lakes Tour.
The replacement box was fitted without my agreement; also rather rudely informed that if I didn't pay they would not release the car!
The annoying thing about this is that if I had been told on Wednesday the replacement was not under warranty, I would not have travelled 40 miles to have a new Powerflow box fitted and spent a couple of hours resisting retail opportunities; returning to the installer is a condition of warranty. A second hand OEM box would have done fine and likely be stronger than the Powerflow box.
My instinct is to write to Powerflow, highlight the appalling customer service and seek a refund. Not sure I can be fussed though.
Its more the principle rather than the loss of money that is annoying; should I just take a chill pill and put it down to experience? Grateful for any thoughts.

 

[t-tony]

Good info to put out there Ian. As you said poor customer service and would put me off using them tbh.

Tony.

 

[Grumps]

Thats appalling Ian. Yes if they had said from inspection it wouldn't have been covered fair does but what if you hadnt the money to pay? What would they had done then?
I had a similar situation on the wife's Shogun some years ago. Dropped it off for a service with a price to pay of £325 Inc vat and parts. When i collected it they told me I owed £510 as they had done some other work which they hadn't passed with me first. After 30 minutes arguing I paid £325.
Me being me would be emailing powerflow complaining about the service you've received, i don't think they will appreciate their brand being treated like that.

 

[Redline]

Powerflow's image is already substantially hurt by you sharing the experience on here.
It sounds that the warranty repair had been approved, but then they find they got their diagnosis wrong and charged you instead without asking.

Either they didn't inform you that it would be chargeable on the first inspection (i.e. it couldn't be a warranty claim) and you left thinking it would be, or, didn't ask you for permission when they decided it should be and replaced the box before asking on the second visit. Either way you have been had and not had the opportunity to seek alternative and potentially cheaper solutions.

My reasoning is that it is the supplier/fitter at fault not Powerflow. However, it is Powerflow's name being dragged through the mud.
Your claim is against the supplier/fitter. Write to them stating your complaint and cc Powerflow.

Several hundred interested parties here will be watching closely to the response.

 

[Geoff Crispin]

Had a powerflow stainless exhaust (cat back, two boxes) fitted about 18 months ago.
Middle box (between tail and cat) failed recently. Guarantee is "lifetime".
Car booked in last week with original supplier/fitter in Southampton for repair under warranty. After inspection on Wednesday, mechanic found that they didn't have the failed box in stock; booked in for fitting this morning, with collection arranged for 1pm.
Having trawled the streets for a couple of hours, returned to collect the car and told £138.00 to pay. Reminded them that it was booked in for a warranty repair (and had been inspected by them last week without comment) but told there were "signs of road abrasion" so not repairable under warranty. This exclusion is not on the printed literature supplied with the original invoice; you have to go to the Powerflow website to view full warranty terms and conditions, which does say impact damage is not covered. As an aside, I blame @andyglym for this as he routed us over some uneven roads during the Lakes Tour.
The replacement box was fitted without my agreement; also rather rudely informed that if I didn't pay they would not release the car!
The annoying thing about this is that if I had been told on Wednesday the replacement was not under warranty, I would not have travelled 40 miles to have a new Powerflow box fitted and spent a couple of hours resisting retail opportunities; returning to the installer is a condition of warranty. A second hand OEM box would have done fine and likely be stronger than the Powerflow box.
My instinct is to write to Powerflow, highlight the appalling customer service and seek a refund. Not sure I can be fussed though.
Its more the principle rather than the loss of money that is annoying; should I just take a chill pill and put it down to experience? Grateful for any thoughts.

NO write and complain also about the bad way that you were treated. Geoff

 

[Tfp]

The replacement box was fitted without my agreement; also rather rudely informed that if I didn't pay they would not release the car!

Inform trading standards.

They can fine the dealer for forcing you to pay, under duress, for work you didn't authorize.

Too late now, but I'd have simply said take it off then, put the old one back on, if they gave you the impression it would have been covered under warranty.

 

[Redline]

BTW - I hope they gave you the old box back. It is your property irrespective of what condition it was in.

 

[Ianmc]

I have just sent a message to Powerflow, using the jist of my post above. Have of course named the fitter (owner?) of the business and the business itself.
I will post their reply on receipt (if at all).
Thanks for the thoughts guys.
ian

 

[andyglym]

No garage should fit parts without seeking your permission, standard practice. I'd complain. All roads in the Lake's are billiard table flat, must be duff shocks and/or springs wot done it Guv. Mine's lowered by 30mm and never bottoms out round the Lakes

 

[Faheem]

Since lowering my car (30mm) my aftermarket catback exhaust has a bottomed out a few times, I think this is due to bad design as the exhaust sits considerably lower than any other part on the underside of the car, whereas the standard BMW exhaust did not stick out as much.

Like yours mine too is covered by a lifetime warranty but I worry that they will find some excuse to not honour the warranty. I guess we'll find out when I book it in!

However, I agree with the others in that they shouldn't have fit the replacements parts before informing you of the cost.

 

[Dino D]

When I had a Powerflow on a Honda years ago they fitted a resonator as it was too loud (Foc).
The resonator sat lower than the rest of the car - it now scraped on a hump that it never used to.
Went back and explained and replaced with flush fitting item FOC (the bigger one was scraped by the hump too).

You mentioned bottoming out - on a standard 1.9 that is some feat - I’ve yet to bottom out and am 30-40 lower.
Perhaps it was because the exhaust was ‘hanging’ lower than it should have been?

 

[Ianmc]

You mentioned bottoming out - on a standard 1.9 that is some feat - I’ve yet to bottom out and am 30-40 lower.
Perhaps it was because the exhaust was ‘hanging’ lower than it should have been?

Good point, perhaps not correctly located?