This is occurring in real time in Jan-Feb 2023. The car owner(s) purchased a used 2016 "Matrix" in September 2019. The car had a free 36-month "bumper to bumper" warranty that expired on 30 August 2022. Broadly speaking, the Matrix had a good reputation for quality, and the manufacturer is known to produce a range of reliable car models. Car owners "A" & "B" had been carefully returning the Matrix to the dealership for all scheduled maintenance checks. "A" & "B" had been very happy with the service provided by the dealership, and with service manager "C" in particular, until this situation developed. Unfortunately, a clutch problem began to appear in late 2020 on the Matrix. The clutch was repaired (free of charge under warranty) twice by the dealership. The first repair was in April 2021, and the second repair was in May 2022. The May 2022 repair occurred because "A" was worried that the warranty was about to expire, and the performance of the clutch had begun to deteriorate again. After the May 2022 repairs, the clutch worked well throughout the remainder of the warranty period until the start of Jan 2023. In early Jan 2023, the clutch of the Matrix began to malfunction again, and "A" and "B" authorized that the repairs be completed by "C's" team, because repairs were needed, but did not discuss the estimated cost with 'C' in advance. The standard repair cost (for parts and labour), that 'C' calculated (using the shop's posted labour and parts rates), was $2,500! This cost is no longer covered by a warranty. Thus, "A" and "B" was billed the full amount by "C" for the completed work. Since then, the two sides have been arguing about that still-unpaid bill, but it is now time to resolve it once and for all. Car owner "A" has noticed, via an internet search, that there seems to be at least a few Matrix owners who have encountered similar clutch problems. However, other internet searches confirm that, overall, the Matrix is still considered to be a more reliable car than comparable models by other manufacturers. Naturally, service manager "C" wants customer "A" & "B" to be happy, all else equal. However, this Matrix is no longer under warranty. "C" has the discretion to reduce some or all of the repair costs in this situation. However, none of those costs will be reimbursed by the manufacturer. In other words, any repair costs that are not charged to "A" & "B" will be incurred by the dealership. It is important to know that the service department manager operates a profit centre. She isn't only interested in customer satisfaction! She must run a profitable department.

Briefly explain the main action that each of the service manager and the customer have taken if both chose to use power to resolve their dispute. Be specific! There is ONE right answer for each