Poor Dealer Service Help!
Discussion
Hi all,
Basically, my Dad bought my mother a brand new DS3 from a citroen dealer in merthyr for christmas. Since then, there has been endless problems. None altogether serious, but irritating none the less.
First off, they fitted the wrong stereo. It was supposed to have DAB. No problem, took it back and they fitted the new stereo. I went to collect the car for her and noticed they had put a big scratch into the dash whilst taking out the old stereo. After much 'debate' they agreed to fit another surround. I took the car back two weeks later and they did this.
A month or so after the front part of the plastic sill feel off. Another trip to Citroen. They 'fixed' it. A day later, it feel of again!! This was sorted after having to wait a few weeks for 'parts' (plastic poppers in other words).
A month or so after that, the paint of the roof started peeling. This car is 6 months old now! We took the car back, and they were unprepared to respray it until they had heard back from Citroen UK. This I found appalling since the car was bought there, should be guaranteed. 3 or 4 weeks later they agreed for it to be sprayed.
The car was booked it, dropped it off, got the car back, wanted us to sign to say it was fine, but no, there was a scratch on the door!
At this point you can imagine that tempers are tested. They service desk then informed my mother that they would not be giving her a curtesy car without her paying for the insurance on it. This, i though, is ridiculous. she is paying for insurance on her on car, which she can't use, due to their incompetency.
The staff are unbelievably rude, they hung up on my mother earlier today when she asked where her cheque was, thats outstanding from a month ago! Honestly, their tone, their replies are disgusting!
Basically, my question is, where do we stand? Are we entitled to the courtesy car when it has the door resprayed? I have emailed trading standards to see, but was hoping there would be a quicker response here.
Basically, my Dad bought my mother a brand new DS3 from a citroen dealer in merthyr for christmas. Since then, there has been endless problems. None altogether serious, but irritating none the less.
First off, they fitted the wrong stereo. It was supposed to have DAB. No problem, took it back and they fitted the new stereo. I went to collect the car for her and noticed they had put a big scratch into the dash whilst taking out the old stereo. After much 'debate' they agreed to fit another surround. I took the car back two weeks later and they did this.
A month or so after the front part of the plastic sill feel off. Another trip to Citroen. They 'fixed' it. A day later, it feel of again!! This was sorted after having to wait a few weeks for 'parts' (plastic poppers in other words).
A month or so after that, the paint of the roof started peeling. This car is 6 months old now! We took the car back, and they were unprepared to respray it until they had heard back from Citroen UK. This I found appalling since the car was bought there, should be guaranteed. 3 or 4 weeks later they agreed for it to be sprayed.
The car was booked it, dropped it off, got the car back, wanted us to sign to say it was fine, but no, there was a scratch on the door!
At this point you can imagine that tempers are tested. They service desk then informed my mother that they would not be giving her a curtesy car without her paying for the insurance on it. This, i though, is ridiculous. she is paying for insurance on her on car, which she can't use, due to their incompetency.
The staff are unbelievably rude, they hung up on my mother earlier today when she asked where her cheque was, thats outstanding from a month ago! Honestly, their tone, their replies are disgusting!
Basically, my question is, where do we stand? Are we entitled to the courtesy car when it has the door resprayed? I have emailed trading standards to see, but was hoping there would be a quicker response here.
Hi Luke, this sort of service seems now to be very common 
I hope this link works, http://www.citroen.co.uk/about-citroen/contact-us Fire of an E.mail to them and see what sort of service you get.
I hope this link works, http://www.citroen.co.uk/about-citroen/contact-us Fire of an E.mail to them and see what sort of service you get.lukedon said:
Hi all,
Basically, my Dad bought my mother a brand new DS3 from a citroen dealer in merthyr for christmas. Since then, there has been endless problems. None altogether serious, but irritating none the less.
First off, they fitted the wrong stereo. It was supposed to have DAB. No problem, took it back and they fitted the new stereo. I went to collect the car for her and noticed they had put a big scratch into the dash whilst taking out the old stereo. After much 'debate' they agreed to fit another surround. I took the car back two weeks later and they did this.
A month or so after the front part of the plastic sill feel off. Another trip to Citroen. They 'fixed' it. A day later, it feel of again!! This was sorted after having to wait a few weeks for 'parts' (plastic poppers in other words).
A month or so after that, the paint of the roof started peeling. This car is 6 months old now! We took the car back, and they were unprepared to respray it until they had heard back from Citroen UK. This I found appalling since the car was bought there, should be guaranteed. 3 or 4 weeks later they agreed for it to be sprayed.
The car was booked it, dropped it off, got the car back, wanted us to sign to say it was fine, but no, there was a scratch on the door!
At this point you can imagine that tempers are tested. They service desk then informed my mother that they would not be giving her a curtesy car without her paying for the insurance on it. This, i though, is ridiculous. she is paying for insurance on her on car, which she can't use, due to their incompetency.
The staff are unbelievably rude, they hung up on my mother earlier today when she asked where her cheque was, thats outstanding from a month ago! Honestly, their tone, their replies are disgusting!
Basically, my question is, where do we stand? Are we entitled to the courtesy car when it has the door resprayed? I have emailed trading standards to see, but was hoping there would be a quicker response here.
Looks like you have been unlucky with the DS3. My daughter has had one for 6 months with no problems and the dealer has been fantastic. Anyway with any warrenty work that is required your dealer will have to contact Citreon UK to get authority to do the work, because it is Citreon, not the dealer, that has warrented the car and will be paying for the repair. With a small bit of trim this takes minutes to get authority, however with the paint issue I'm sure they wanted a technical expert to look at it before authorisation is given, as this is an unusual problem.Basically, my Dad bought my mother a brand new DS3 from a citroen dealer in merthyr for christmas. Since then, there has been endless problems. None altogether serious, but irritating none the less.
First off, they fitted the wrong stereo. It was supposed to have DAB. No problem, took it back and they fitted the new stereo. I went to collect the car for her and noticed they had put a big scratch into the dash whilst taking out the old stereo. After much 'debate' they agreed to fit another surround. I took the car back two weeks later and they did this.
A month or so after the front part of the plastic sill feel off. Another trip to Citroen. They 'fixed' it. A day later, it feel of again!! This was sorted after having to wait a few weeks for 'parts' (plastic poppers in other words).
A month or so after that, the paint of the roof started peeling. This car is 6 months old now! We took the car back, and they were unprepared to respray it until they had heard back from Citroen UK. This I found appalling since the car was bought there, should be guaranteed. 3 or 4 weeks later they agreed for it to be sprayed.
The car was booked it, dropped it off, got the car back, wanted us to sign to say it was fine, but no, there was a scratch on the door!
At this point you can imagine that tempers are tested. They service desk then informed my mother that they would not be giving her a curtesy car without her paying for the insurance on it. This, i though, is ridiculous. she is paying for insurance on her on car, which she can't use, due to their incompetency.
The staff are unbelievably rude, they hung up on my mother earlier today when she asked where her cheque was, thats outstanding from a month ago! Honestly, their tone, their replies are disgusting!
Basically, my question is, where do we stand? Are we entitled to the courtesy car when it has the door resprayed? I have emailed trading standards to see, but was hoping there would be a quicker response here.
If things have become heated then I expect the dealership staff have got there backs up, loan vehicles are generally charged for by most dealers unless you can show that your own insurance covers the loan car. They can waive this as goodwill, but as things have become heated I guess any goodwill has disappeared.
I would contact Citreon UK direct as already said, but keep calm and be polite and they will help you no doubt. Alternativly use another Citreon dealer if there is one nearby, as any dealer in the country can do warrenty work not just the one you purchased from.
I'd Phone/email citroen uk and tell them everything. I had a similar issue with a ford dealer who were initially unhelpful, contacted ford uk and things drastically changed and my problem was sorted.
With the insurance issue, 1st time I was charged £23 for courtesy car insurance, I was annoyed by this and when the car had to go back again I mentioned this and strangely the insurwnce was free! I think head offices have a fair bit of clout over dealers, Best of luck!
With the insurance issue, 1st time I was charged £23 for courtesy car insurance, I was annoyed by this and when the car had to go back again I mentioned this and strangely the insurwnce was free! I think head offices have a fair bit of clout over dealers, Best of luck!
Edited by Dbest92 on Wednesday 20th August 22:14
That is poor service from the dealer, though even new Citroen's do "fall apart",trim quality looks good to the eye but they are fastened together very poorly, citroen dealers have to deal with these kind of faults every day,so even though it's an issue to you{rightly so I should add} to them it's a daily thing,time consuming and costs them to sort out so they tend not to be sympathetic at all.
hope your car gets sorted though.
hope your car gets sorted though.
Gassing Station | South Wales | Top of Page | What's New | My Stuff