A Customer Reports New Scratches: Build a Fair Coating Service Review

A report of new scratches deserves a careful review. The workshop should neither accept an unsupported cause immediately nor dismiss the customer because the vehicle has a coating. Establish what changed and what the available evidence can show.

Start with the observation

Ask where the marks are, when they were first noticed and under what lighting. Record recent washing, service visits, parking events and local treatments. Keep the customer’s description separate from a technical explanation.

Compare suitable baseline evidence

Review intake and delivery photographs, noting whether they actually show the disputed area under comparable conditions. A wide photograph taken in diffuse light may not reveal fine marks visible under a point light. Absence from that photograph is not proof the marks were absent.

Evidence	Useful limit
Intake photographs	Only the areas and defects they can reveal
Service record	The work documented, not every possible contact
Scratch pattern	A clue to investigate, not a unique cause
Current inspection	Present condition, not automatically the date of damage

Inspect clean paint appropriately

Use a suitable maintenance process if needed and view the same locations under consistent light. Separate removable residue, polishing haze and physical scratches. Avoid polishing before documenting the concern, because correction changes the evidence.

Choose a proportionate response

If the cause remains uncertain, say which facts are established and agree the next assessment. A local correction may be technically possible, but it should follow paint-condition review and an agreed scope. Do not promise that ceramic coating prevents every scratch.

For example, a customer may notice fine marks only after changing parking lighting. That does not prove the marks are old or new. The review must rely on the actual records and inspection.

Improve the process after the case

Use the experience to improve intake photography, wash instructions or handover inspection. A fair review protects the customer relationship while keeping technical conclusions within the evidence.

Related guides

• How to Wash a Ceramic-Coated Car
• Review Coating Jobs by Complete Customer Outcome
• Coating a Vehicle in Two Appointments: Control the Boundary Conditions

Ask NANOLAB about your surface and intended use. For application and care, use the current instructions for the exact product.