Is it too much to ask of professionals?!

[Adrian E]

I posted last night in Notorious' thread as I wasn't really in the mood to think about what happened yesterday - sleeping on it hasn't made me any less cross!

http://forum.a8parts.co.uk/showpost....2&postcount=18

Basically the mirror glass that was fitted when my mirrors were replaced fell out when I was driving along a dual carriageway. Not that big a deal you might think, only because it came out at speed and was hanging by the heated element wires it proceeded to do significant (to me!) damage to the door and mirror housing.



I've circled all the missing mounting lugs - basically half of them in a semi-circle have parted company. The only explanation I can come up with is that the mirror wasn't flat to the housing when it was pushed into place, with one side being pushed home first and then the other side given a wack with the back of the hand to push it home. That then resulting in some broken and damaged clips that have eventually parted company completely.

Playing devil's advocate is there any other plausible explanation for why a 2 year old genuine mirror glass would part company in this way except for poor workmanship?! I took the mirror off our A6 and even after 9 years use I was able to get that off without breaking any clips!

Clearly there's no warranty with the insurance repair and I have no paperwork suggesting any repair is warranted, but I'm hoping I can talk reasonably with the repairer and get the damage rectified on a good will basis rather than have me slag them off/take them to small claims court.

Grateful for a sanity check before I make a fool of myself......

Adrian

[rs32]

all I would say Adrian is if there's a whole bunch of A8 owners whose mirror glass is either the original factory part e.g. 11-15 years on and this hasn't fallen out randomly, it does suggest you are not insane.

the main problem here being that nothing has serial numbers, so a couple of years later how do you prove it's exactly the same part that was fitted as part of the claim ?

the fact that it's caused further damage at least proves that it came out whilst driving - rather than you doing a botch-job of removing for maintenance purposes etc, so then you get into a conversation about the circumstances under which this could happen, which leads you on nicely to your theory ....

It does look as if that's a shearing force rather than a steady-wear type force that's caused the failure if that's of any use to your "friendly discussion".

good luck !

[Adrian E]

I'm going to see them tomorrow to see how amenable they are to sorting amicably

There's prob £500 in parts alone - I reckon a grand with paint

Got some legal advice today which has left me feeling a bit more confident that if they refuse to play ball I have options up to 6 years after the event

I'm hoping they'll hold their hands up that its obviously not good enough

I'm guessing some of the missing clips were probably cracked but still attached but over time they've parted company and its finally got to the point of not enough clips in the right places to hold it in securely.

For most people doing average mileage this would've happened in under 12 months

[Dezzy]

All i can say is good luck, but i'd be telling you they probably snapped as a result of the mirror beening knocked ( "could have been knocked in the car park bud" ), so i'm prepaired to fit it for you free of charge just buy the mirror glass, oh and get your polish out.

I know you have up to 6 years under the euro laws (depending on what is deemed as a reasonable time) but Audi don't even give that on a new car.

[Adrian E]

Fortunately the mirror housing is entirely unmarked on the outer face, just taken chunks out of it adjacent to the mirror opening. You'd do well to break the lugs off with a knock without breaking the glass as well (it still isn't actually broken - just chipped!)

It's covered under sale of goods and services act 1982 (UK law) which requires 'reasonable care and skill' on the part of the fitter - if it's their profession to fit car parts and they screw up then they are in breach of contract (implied or actual)

If you can, as a DIYer, install a mirror lens you buy in Halfords without it falling out I'd suggest it's reasonable that a professional be able to make it stay in place longer than 2 years!

I know what you're saying Dezzy but I know I haven't clobbered the mirror - they are always folded when the car is parked and it's always garaged at night. There is no physical damage on the car aside from where the mirror has dropped out. The definition of 'reasonable' is the only point that can be argued over but I can line up any number of qualified engineers to state the bleeding obvious if required.

I'm hoping it won't come to that and we can agree some middle ground but since I know I'm not at fault and I'm still paying through the nose on my insurance premium for the £2.5k bill last time I'm buggered if I'm paying to have the same job done twice!

[notorious]

Adrian, have you tried to google if similar problem happened with other VAG cars?

[Adrian E]

Originally Posted by notorious

Adrian, have you tried to google if similar problem happened with other VAG cars?

Main issue appears to be with passat/golf where the glass part seperates from the plastic backing. Nothing much to find in this case.

Update on progress - visited repairer and as per Dezzy's expectation they were not at all forthcoming, although did suggest if it was under 2 years they might've had a go through Audi's parts warranty - since we're only 4 months over that I would've thought an attempt at goodwill was called for before sending me packing?!

The repairer also claims the mirror glass came pre-installed on the mirror bodies, which I know isn't correct as there's so much variation on glass by model and year. Audi have confirmed this, although not yet in writing.

I took the broken glass into my local specialist and they've pointed out that not only are the clips broken but enough force has been applied on the front face to break the lugs underneath which should hold the glass in tension once installed. His opinion without prompting matched my own that the only way you could do that was by making a complete hash of installing them in the first place. He's also questioned whether the glass is genuine, but will reserve judgement until the replacement arrives on Thursday and I can compare them directly.

Am drafting a letter to set out my expectations and if that doesn't lead to some more dialogue it's a good old 'letter before action' under supply of goods and services act 1982.

[brasiliangringo]

What a pita - keep us posted - be interested to see how they respond to a legal type letter. There is always the small claims remember..