I was working in the service department at a Nissan dealership a long time ago. A person that lived literally three streets away wanted to buy a new Xterra but instead of getting one at our dealership, went 40 miles away to save less than $100 on the deal. So within a week of buying their vehicle at another dealer, they come to ours for service. Actually, they are only coming in for warranty work and they are livid.
They hear a noise from the rear of the truck when driving over bumps. All sorts of complaints about what a crappy truck "we" sell. Uh, we didn't sell it to you.
They expect us to give them a free loaner car. Sorry, only for people that buy from here. But you can wait in our lounge while we look at it for you.
Standard operating procedure is to explain at service write up that we charge a minimum diagnostic fee of $85 to cover any work that is not covered under the manufacturers warranty. Customer is pissed. They refuse to agree to that, only had their new truck for a week, it has to be a defect. I explain that we cannot look at the vehicle until they consent to this and they reluctantly agree, complaining the entire time.
The salesman that they were dealing with (who didn't get the sale) comes back and is VERY curious. I fill him in and he chats up the customer in the lounge, determining that he lost the sale over less than $100. Meanwhile, the tech drives the truck, hears a noise and pulls it into the shop for a quick check. Opens the hatch, checks all around, can't find anything wrong. Crawls under the truck, looks at everything and still finds nothing wrong. Intending to go for another test ride with the customer, he slams the hatch and hears the noise. Then he comes and gets me and shows me that the other dealerships license plate frame is rattling. Sweet irony!
We get the customer and all three of us go for a ride. The tech asks, can you hear the noise? Yes, she hears it and is giving us crap for "our" bad vehicle. Tech stops the truck, gets out and stuffs a rag between the frame and the plate and gets back in. We start driving and asks again, do you hear the noise? Customer is elated! No noise, we are awesome.
We pull back into the dealership and she thinks that she is going to just drop us off and head home. BZZT! Tech walks her around and shows her the fix. Says that the other dealership improperly installed their license plate frame. I remind her that it's not a warrantied repair and that she owes us $85.00 for the diagnostic. Would she like us to remove the frame or leave it on with the rag tucked into it?
Salesman is standing there with a E36 M3 eating grin on his face. He points out that we'd have taken care of that for free if she had bought the truck at our dealership. Customer pays the bill and never comes back again for service. I sleep very well that night.