Warranty for Workshop Services: Your Questions Answered

Hi!

I just picked up my car from an Audi service center again...
And, as usual, some things aren't working anymore...

1. Continued coolant loss, even after removing the supposedly defective auxiliary heater and connecting the coolant circuit with a temporary connector.
(Question regarding the text: If it wasn't due to the auxiliary heater, can I demand that they reinstall it for free?)

2. I'm losing coolant... this happens occasionally when a lot of work is done in the engine compartment, and it's likely that some hoses are forgotten to be properly secured... and the effort required to fix it is already quite significant (probably half a day's work).

Here's the translation:

'Regarding this: how can I prove this? Can I have another workshop fix it and have the costs billed to [someone/a company]?'

(I'm arguing this way against the workshop [if they come and say that I should have contacted them first because it's a warranty issue]):
It's not a matter of a warranty, but rather damage that was caused to me (damage that is unrelated to the actual repair), and I can't possibly expect to have that damage fixed by the same workshop that caused it in the first place; who would want a dentist who initially pulled out three wrong teeth because he simply mixed things up to fix their dentures?

Can anyone follow me, and what do you think?

Regards,
Felix.

To all those who are obsessed with cease-and-desist letters: I am familiar with the German law regarding legal advice in cases involving the Nazi regime, and I am only providing general tips here, illustrated with examples.

For the services rendered under a contract for work and materials, the agreement with the workshop is primarily decisive. Generally, only what is stated on the written order confirmation can be proven.
If they say they will repair the vehicle, then the rest is their responsibility. They can try to fix it 2-3 times, and if they can't, then it should be taken to another workshop at their expense. If you're not willing to accept this for so long, be sure to set a realistic deadline in writing.
If the confirmation states "remove auxiliary heater," then the issue of correctly removing the auxiliary heater is resolved. Verbal agreements are only valid if there was a witness present who is not affiliated with the workshop and who can also remember what was discussed.
"If the text states 'rectify coolant leak', then the consequences of any misdiagnoses must be rectified free of charge. However, such phrasing is not common. Typically, the customer-provided symptoms, such as 'e.g., coolant leak', are listed first, followed by the order 'repair vehicle'."
I find it unlikely that it would take half a day to fix a minor leak (especially if you know roughly where work was done previously).
Arguments based on a violation of the integrity interest, leading to a claim for replacement without attempting repair, are legally questionable and ultimately depend heavily on the specific repair order. In any case, the workshop will likely view such a move as a serious insult and will probably refuse further service (i.e., wait for a letter from your lawyer). Therefore, this know-it-all argument is certainly counterproductive. What's the problem if they connect the hose themselves? It would probably be even easier if you just opened the hood and connected the hose yourself. If this "frequently happens," you've surely solved this problem before.
If neither you nor anyone else can manage to do it, you can always go somewhere else.
"How do I diagnose a water leak?"
Counter-question: How can I tell if water is being lost through splashing?
If someone brings up something like that after 2 months, you'll definitely have to answer the question of who else might have been involved with the car. In that case, the burden of proof is on you. So, if it's implausible, the whole situation will work against you. However, with a friendly demeanor, they will likely investigate on the spot to see what's really going on. Of course, if someone is technically knowledgeable and then gets upset about a hose that wasn't plugged in, it just comes across as generally unbelievable.
If they don't find anything, you can of course have it checked somewhere else. If the error is found in a place where work was done during the previous repair, there might be a chance (possibly through the free automotive dispute resolution service). However, in most cases, you'll likely end up having to pay for the diagnostic work yourself.

Well, it's probably not going to be completely straightforward. But if you're polite and agree in writing beforehand what needs to be repaired, it should work out.
If anything goes wrong, always hold the workshop that made the mistake responsible, and demand that they rectify the issue. Claiming that rectification is unreasonable simply because some hoses have come loose is a rather extreme argument (the dentist story is something else entirely).
If they are truly incompetent and the car is more broken than it was before after two attempts at fixing it, talk to the manager and see if he can offer a solution. He might even be so annoyed that he sends you somewhere else (which does happen with VAG brands from time to time).

I hope these points have helped you understand your situation. So, please carefully review your order confirmation. Ultimately, that will determine your negotiating position. It is definitely inappropriate to incur costs for which you have to take the initiative yourself. It is always more difficult to collect money than it is to simply avoid paying.

Regards,

Olaf.