Opinions on Customer Service
Discussion
Having collected the Griffith from my regular dealer on Monday after it was recovered on Saturday due to a minor problem which they rectified on Monday for me (they were busy at the time and it was much appreciated). I then delivered it back to them in the very early hours of Tuesday morning, with a note for them to call me as to why it had been returned ... (6hrs after collecting it)
I have not heard from them yet .... I have left a message every day this week for the Service Manager to call me (the note detailed this as well) and have recieved no calls.
I have been told on 3 occasions he is on another line, is tied up at the moment or was unavailable.
Would you consider this the kind of service you would expect from a dealer ???
I am now having to drive over there tomorrow just to confirm for certain the car is even with them ... (although I did leave it locked/alarmed/without keys/secure compound with keypad)
I am correct in being thoroughly f**ked off with their service ??
Is my dad (ex service manager) completely berserk to think that the dealer in question would want to queery why the car they just repaired has reappeared back in their compound after it was collected ?
I am not amazingly tolerant and do not want to damage what was beginning to appear to be a productive relationship, and certainly financially rewarding for them but I shouldn't have to suffer this should ???
Edited to say ....
I will not name the dealer, do not try and guess as until they respond it would be both unfair and Ted would not allow me to post this and discuss it.
>>> Edited by johno on Thursday 17th July 17:41
I have not heard from them yet .... I have left a message every day this week for the Service Manager to call me (the note detailed this as well) and have recieved no calls.
I have been told on 3 occasions he is on another line, is tied up at the moment or was unavailable.
Would you consider this the kind of service you would expect from a dealer ???
I am now having to drive over there tomorrow just to confirm for certain the car is even with them ... (although I did leave it locked/alarmed/without keys/secure compound with keypad)
I am correct in being thoroughly f**ked off with their service ??
Is my dad (ex service manager) completely berserk to think that the dealer in question would want to queery why the car they just repaired has reappeared back in their compound after it was collected ?
I am not amazingly tolerant and do not want to damage what was beginning to appear to be a productive relationship, and certainly financially rewarding for them but I shouldn't have to suffer this should ???
Edited to say ....
I will not name the dealer, do not try and guess as until they respond it would be both unfair and Ted would not allow me to post this and discuss it.
>>> Edited by johno on Thursday 17th July 17:41
is it just me that can't make head nor tail of this? what exactly happened .. can't make it out from these mutterings. If you explain to your dealer things in this manner there's no wonder they're confused!!! 
are we to take it that you collected your griff from them after it was repaired and then for no reason took it back and dumped it there? .. cos that's how it reads, in that case I would think the dealer is very confused and probably has much better things to do than chase around after ghost cars appearing for no reason. is there a point to this whole episode ?
Joolz .. thoroughly confused and unable to make any sense of this at all.
(no change there then!!!) teehee...
editd to say .. oh there is a reason, just that you didn't tell them and left the note for them to contact you to find out why it's there .. starts to make more sense now. (Homer moment .. doh!) .. in which case you might reasonably expect a call to find out yeah .. point taken ..
>> Edited by joospeed on Thursday 17th July 18:33
are we to take it that you collected your griff from them after it was repaired and then for no reason took it back and dumped it there? .. cos that's how it reads, in that case I would think the dealer is very confused and probably has much better things to do than chase around after ghost cars appearing for no reason. is there a point to this whole episode ?
Joolz .. thoroughly confused and unable to make any sense of this at all.
(no change there then!!!) teehee...
editd to say .. oh there is a reason, just that you didn't tell them and left the note for them to contact you to find out why it's there .. starts to make more sense now. (Homer moment .. doh!) .. in which case you might reasonably expect a call to find out yeah .. point taken ..
>> Edited by joospeed on Thursday 17th July 18:33
Item 1 - Yes Joolz it is just you! I understood it 
Item 2 - As a matter of interest what is wrong with the car - why did you take it back? Clearly it is driveable, but unless the fault is plain obvious, I can't see what reason they might have not to call you back (why should they avoid you if they don't know what's wrong?) - maybe your note got lost and he hasn't connected your name with the car? The fact that you took it back and 'dumped' it would indicate that you think the current fault is a result of the previous work they did - are you sure that's the case before you go mental at them? My alternator went about an hour after I picked the Griff up from its last service, but I think we can be certain that it wasn't as a result of the service, or even that the garage would have known about it before I left. My point is that you should maybe find out what the chain of events is before you get too heavy.
And if you are pretty sure that the problem is the fault of the garage or that it is down to negligence, then I sure as hell wouldn't have given them the car until I had an agreement of how it was going to be rectified.
That was me being my usual helpful self. I aim to please you know
>> Edited by rude girl on Thursday 17th July 18:57
Item 2 - As a matter of interest what is wrong with the car - why did you take it back? Clearly it is driveable, but unless the fault is plain obvious, I can't see what reason they might have not to call you back (why should they avoid you if they don't know what's wrong?) - maybe your note got lost and he hasn't connected your name with the car? The fact that you took it back and 'dumped' it would indicate that you think the current fault is a result of the previous work they did - are you sure that's the case before you go mental at them? My alternator went about an hour after I picked the Griff up from its last service, but I think we can be certain that it wasn't as a result of the service, or even that the garage would have known about it before I left. My point is that you should maybe find out what the chain of events is before you get too heavy.
And if you are pretty sure that the problem is the fault of the garage or that it is down to negligence, then I sure as hell wouldn't have given them the car until I had an agreement of how it was going to be rectified.
That was me being my usual helpful self
. I aim to please you know >> Edited by rude girl on Thursday 17th July 18:57
It was nice of you to take it back. I'd have asked them to collect it.
But just as TVR the company does not behave/respond like a normal car company, TVR dealers do not always follow the normal rules either. You took the considerable effort to park it outside their door (presumably you needed a friend with another car to get you home?) - and for another 10 yards' walking you could have gone in and sorted it out face to face.
But just as TVR the company does not behave/respond like a normal car company, TVR dealers do not always follow the normal rules either. You took the considerable effort to park it outside their door (presumably you needed a friend with another car to get you home?) - and for another 10 yards' walking you could have gone in and sorted it out face to face.
I'm sure John had to leg it to work! Otherwise he would have stayed to "discuss" 
Hope your luverly Griff's gonna be OK!
" then delivered it back to them in the very early hours of Tuesday morning, with a note for them to call me as to why it had been returned ... (6hrs after collecting it) "
Hope your luverly Griff's gonna be OK!
" then delivered it back to them in the very early hours of Tuesday morning, with a note for them to call me as to why it had been returned ... (6hrs after collecting it) "
The post says he dropped it off in the middle of the night, which explains why they didn't discuss it at the time.
It is surprising that he hasn't had a call, and some dealerships are more fantastic than others, but I'd still be cautious about going off on one. Firstly because the second problem (even if it was the same as the first problem - sometimes they take a bit of bottoming-out or recur) might not be the fault of the dealer. Secondly because if the communication problem is the result of misunderstanding or is accidental, and you are rude to them, you lose the goodwill of the garage, and you'll find that they are a little less willing to fit an emergency job in next time.
It is surprising that he hasn't had a call, and some dealerships are more fantastic than others, but I'd still be cautious about going off on one. Firstly because the second problem (even if it was the same as the first problem - sometimes they take a bit of bottoming-out or recur) might not be the fault of the dealer. Secondly because if the communication problem is the result of misunderstanding or is accidental, and you are rude to them, you lose the goodwill of the garage, and you'll find that they are a little less willing to fit an emergency job in next time.
'The post says he dropped it off in the middle of the night, which explains why they didn't discuss it at the time.'
True, but he could have done the deed during opening hours. Red mist doesn't look so bad in the morning. I agree with your other sentiment: table-thumping relieves stress but doesn't get the best out of the recipient! I still think the best recourse is to go in one day and sort it out politely, because I suspect that the work needed (we don't know what it is) is expected to be done FOC...
Glad it's not me, that's all! I've got enough battles to fight!
True, but he could have done the deed during opening hours. Red mist doesn't look so bad in the morning. I agree with your other sentiment: table-thumping relieves stress but doesn't get the best out of the recipient! I still think the best recourse is to go in one day and sort it out politely, because I suspect that the work needed (we don't know what it is) is expected to be done FOC...
Glad it's not me, that's all! I've got enough battles to fight!
Well exactly. Dumping it weakens your position if you think you might be in a dispute situation. I'd have wanted to get a feel for their response before I handed it over if I thought they'd been negligent. As it is, if they don't think it's their fault,it's going to be very difficult to get an independent inspection on it.
Of course, if it's just something else gone wrong, or a recurring problem and you have a good relationship with them, then no problem. They'll sort it out and be fair with you.
Of course, if it's just something else gone wrong, or a recurring problem and you have a good relationship with them, then no problem. They'll sort it out and be fair with you.
now you know what mean , some will answer the phone some have not got the b-----ks to speak to you and will do any thing to avoid you .sad people ,i work as contract manager and if we are in the wrong we will put it right for nothing with no excuses . but when you deal with some people they have no problem with excuses and will do anything to give you a bad deal as long as they do not lose .they know who they are and it,s about time that we shuold be able to name them and the problems that we have come up against . so that we can all not have the same problems and be prepared before we send our pride and joys to them
gary and cerb
gary and cerb
You all seem to have missed the point, the situation isn't that difficult to follow, and the question is whether it's acceptable Customer Service (the emphasis being on Service) not to return numerous telephone calls ... and it isn't. I have the same problem with my dealer, you ring, they take your number and so & so will ring you back, and he doesn't. So you ring back, again and again.
Now in most walks of life the object is to keep your customer happy and hopefully retain his repeat business. My dealer doesn't seem to understand this, neither, it would appear, would Johno's. What are their chances of getting our repeat business ... slim.
Customer Service isn't difficult, it's just handled very poorly by the TVR Dealers I've dealt with.
Now in most walks of life the object is to keep your customer happy and hopefully retain his repeat business. My dealer doesn't seem to understand this, neither, it would appear, would Johno's. What are their chances of getting our repeat business ... slim.
Customer Service isn't difficult, it's just handled very poorly by the TVR Dealers I've dealt with.
Actually my current TVR dealer is the only one I've had who has reliably returned calls & phoned to let me know when my car's ready etc.
Prior to the TVR I've dealt with Mazda, Vauxhall, Audi (not my fault - company car) and some independents.. The one thing they all had in common is a complete inability to pick up a phone regardless of taking your number and promising to phone as soon as something's finished.
Yes it's awful service (especially considering the sums they're taking off you), but I've learned the only way is to phone them back twice a day and keep waiting when needed.. Seems to be an industry standard behaviour though from talking with others around the coffee-machine. Fortunately with a single exception my TVR dealer has been faultless in this regard so far.
Martin
Prior to the TVR I've dealt with Mazda, Vauxhall, Audi (not my fault - company car) and some independents.. The one thing they all had in common is a complete inability to pick up a phone regardless of taking your number and promising to phone as soon as something's finished.
Yes it's awful service (especially considering the sums they're taking off you), but I've learned the only way is to phone them back twice a day and keep waiting when needed.. Seems to be an industry standard behaviour though from talking with others around the coffee-machine. Fortunately with a single exception my TVR dealer has been faultless in this regard so far.
Martin
Cheers all for your responses ...
Point of clarity ...
1 - car collected on Monday at 6pm with original fault rectified.
2 - car dumped off back of recovery truck at 1:30am on Tuesday morning with note to please give me a call.
3 - current problem may or may not be a result of first problem. (actually appears to be very simple, bearing in mind my mechanical knowledge is a little higher than average only)
As I now sit and write this, I have recieved no phone call from the dealer in question and will be going to see them tomorrow.
I only returned the car to them as they are the only one's who work on it for me, and had appeared previously to deliver good customer service. I have waited longer than I would have liked for return calls, but 'they all do that sir' ...
This is just unacceptable. I have given up calling them now and will speak to them face to face, having to drive a 100 mile round trip to do so, wasting my Saturday as they can not be bothered to return my calls.
I am gutted that I now have to sit and consider whether I change dealers again, based on the fact they have let me down so badly.
The original fault was ....
Driving on A41 on Saturday morning heading to Donington for the GP. Get a loud metallic clattering noise from engine bay and front o/s wheel. Cloud of blue smoke from o/s and I think I have had a blowout. No change in steering so immediately check gauges and oil pressure is dropping and I can smell it. Dump clutch immediately and switch off engine. Then with no power steering and 1 go on the brakes I manage to stop in a slip road.
Under the car, along the side of the car and the o/s of engine covered in oil.
Cause: an object of about 40mm diameter has come up into the engine bay, slammed into the oil filter and torn a 30mm gash in it.
Still had oil in it by the time I had come to rest and had managed to stop the engine in under 6 secs, still showing 5-10 psi, so no worries there.
Never saw anything in the road and can only think that something came across from the other carriageway.
Dealer phoned me Monday morning (having recieved the car on Saturday morning 1 hour after the incident) to tell me it is all cleaned up, sorted and ready to be collected that afternoon. So I trundle down there, pay the bill (£9.48 a litre for Mobil 1 !!! - lets forget the labour).
I then set off for Leeds that evening. On the M1 just south of Coventry (Freudian in relevance) I get acrid rubber smell and smoke and the battery light comes on. Pull over immediately, switch off and investigate to find the drive belt has come off.
A Recovery Company (total a***holes refuse to repair as too complex !!!! - I even asked to borrow the tools to do it myself as I carry a spare everywhere) then take 2.5hrs to get me off the motorway. So off to dealers to dump car off recovery truck after the recovery company argued to take me home with it and not to the garage and then collect it at a later time ... well the only time to do that would be this coming Saturday.
Dealership is not even in the county I live in. Have continued row with recovery company over leaving on the side of motorway for 2.5hrs and refusing to repair car and get lift home from recovery driver, paid for by the recovery company. Bless him, he was a top lad.
Only concern was a small amount of oil on the floor under the car and thoughts turn to excess oil on chassis running off etc etc ... engine was running fine and had been checked over thoroughly that day. I had also covered some 100 miles plus already with no issues. Summarise that oil on drive belt may have caused it to slip and await call from dealer to ask why the car has returned ..... then phone dealer Tuesay morning after no call ..... then again that afternoon .... then twice on Wednesday .... not at all yeaterday and I am so savage about it today I daren't call them. I will remain calm, focussed and polite on Saturday when I go and see them.
Once I have some knowledge of whether my car has been nicked by pikies, burnt out or is actually still at the dealers I will let you know.
Maybe the service manager is deaf ... maybe they have fixed it ..... I'll keep dreaming !
>> Edited by johno on Friday 18th July 15:37
Point of clarity ...
1 - car collected on Monday at 6pm with original fault rectified.
2 - car dumped off back of recovery truck at 1:30am on Tuesday morning with note to please give me a call.
3 - current problem may or may not be a result of first problem. (actually appears to be very simple, bearing in mind my mechanical knowledge is a little higher than average only)
As I now sit and write this, I have recieved no phone call from the dealer in question and will be going to see them tomorrow.
I only returned the car to them as they are the only one's who work on it for me, and had appeared previously to deliver good customer service. I have waited longer than I would have liked for return calls, but 'they all do that sir' ...
This is just unacceptable. I have given up calling them now and will speak to them face to face, having to drive a 100 mile round trip to do so, wasting my Saturday as they can not be bothered to return my calls.
I am gutted that I now have to sit and consider whether I change dealers again, based on the fact they have let me down so badly.
The original fault was ....
Driving on A41 on Saturday morning heading to Donington for the GP. Get a loud metallic clattering noise from engine bay and front o/s wheel. Cloud of blue smoke from o/s and I think I have had a blowout. No change in steering so immediately check gauges and oil pressure is dropping and I can smell it. Dump clutch immediately and switch off engine. Then with no power steering and 1 go on the brakes I manage to stop in a slip road.
Under the car, along the side of the car and the o/s of engine covered in oil.
Cause: an object of about 40mm diameter has come up into the engine bay, slammed into the oil filter and torn a 30mm gash in it.
Still had oil in it by the time I had come to rest and had managed to stop the engine in under 6 secs, still showing 5-10 psi, so no worries there.
Never saw anything in the road and can only think that something came across from the other carriageway.
Dealer phoned me Monday morning (having recieved the car on Saturday morning 1 hour after the incident) to tell me it is all cleaned up, sorted and ready to be collected that afternoon. So I trundle down there, pay the bill (£9.48 a litre for Mobil 1 !!! - lets forget the labour).
I then set off for Leeds that evening. On the M1 just south of Coventry (Freudian in relevance) I get acrid rubber smell and smoke and the battery light comes on. Pull over immediately, switch off and investigate to find the drive belt has come off.
A Recovery Company (total a***holes refuse to repair as too complex !!!! - I even asked to borrow the tools to do it myself as I carry a spare everywhere) then take 2.5hrs to get me off the motorway. So off to dealers to dump car off recovery truck after the recovery company argued to take me home with it and not to the garage and then collect it at a later time ... well the only time to do that would be this coming Saturday.
Dealership is not even in the county I live in. Have continued row with recovery company over leaving on the side of motorway for 2.5hrs and refusing to repair car and get lift home from recovery driver, paid for by the recovery company. Bless him, he was a top lad.
Only concern was a small amount of oil on the floor under the car and thoughts turn to excess oil on chassis running off etc etc ... engine was running fine and had been checked over thoroughly that day. I had also covered some 100 miles plus already with no issues. Summarise that oil on drive belt may have caused it to slip and await call from dealer to ask why the car has returned ..... then phone dealer Tuesay morning after no call ..... then again that afternoon .... then twice on Wednesday .... not at all yeaterday and I am so savage about it today I daren't call them. I will remain calm, focussed and polite on Saturday when I go and see them.
Once I have some knowledge of whether my car has been nicked by pikies, burnt out or is actually still at the dealers I will let you know.
Maybe the service manager is deaf ... maybe they have fixed it ..... I'll keep dreaming !
>> Edited by johno on Friday 18th July 15:37
That explains why it went back to the dealer! I can only assume the service manager is avoiding you becasue maybe the note was a bit - erm - rude? If not he should be strung up and shot at dawn.
You could always ask for the head geezer - might be called Dealer Principal if not MD. If it's part of a chain, try Head Office. You could certainly get the SM in a spot of bother by reporting his beahaviour to his boss....
You could always ask for the head geezer - might be called Dealer Principal if not MD. If it's part of a chain, try Head Office. You could certainly get the SM in a spot of bother by reporting his beahaviour to his boss....
Note read ...
"Morning ******(service managers name)
Please can you give me a call on 01234 567890
Regards
Mark Johnston"
This was under the wiper blade and on the outside of the folded note it read
"Do not Start"
Just in case there was an issue. Not exactly rude, as I had no problem with them at all at that time.
Please tell me if this is rude ?!
"Morning ******(service managers name)
Please can you give me a call on 01234 567890
Regards
Mark Johnston"
This was under the wiper blade and on the outside of the folded note it read
"Do not Start"
Just in case there was an issue. Not exactly rude, as I had no problem with them at all at that time.
Please tell me if this is rude ?!
Johno,
Being 100% objective, having read your posts (and this is only one side of the story) it certainly seems to me that you have reason to be pissed off.
The note seems perfectly acceptible, logical and provides a contact number. In a worst case scenario, and the note has vanished (wind?) then the dealership SHOULD have a record of the work carried out (traceable via the number plate!) and therefore your contact details.
I understand it, that you've made several attempts to contact said dealership, and each time you've been fobbed off.
Perhaps you should call them, and speak to the person that answers the phone and ask for a status report.
Failing that, appear in person, since they will HAVE to deal with you.
Get the car issue sorted, so that you can drive away and then follow up with a letter of complaint, going as high as you have to in order to gain a response.
All IMHO of course... but yes, I'd be hacked off.
Being 100% objective, having read your posts (and this is only one side of the story) it certainly seems to me that you have reason to be pissed off.
The note seems perfectly acceptible, logical and provides a contact number. In a worst case scenario, and the note has vanished (wind?) then the dealership SHOULD have a record of the work carried out (traceable via the number plate!) and therefore your contact details.
I understand it, that you've made several attempts to contact said dealership, and each time you've been fobbed off.
Perhaps you should call them, and speak to the person that answers the phone and ask for a status report.
Failing that, appear in person, since they will HAVE to deal with you.
Get the car issue sorted, so that you can drive away and then follow up with a letter of complaint, going as high as you have to in order to gain a response.
All IMHO of course... but yes, I'd be hacked off.
Sorry to hear you've having it rough at the moment Johno.
Regardless of the problems with the car, the dealership should always keep you updated. A phone call costs very little to the dealership - but to the customer it's invaluable. It's a basic courtesy.
Not all dealers are the same. I dumped my old red subaru outside Gatwick Subaru when the clutch dissolved after a track day. The next morning at 9.30 they phoned me. I've had my cars services there for 2 years now and bought my last car from them exactly becuase of this type of service.
Good luck on Saturday. I agree with Podie that you should resolve the problem and then put it in writing to the MD after the event.
Regardless of the problems with the car, the dealership should always keep you updated. A phone call costs very little to the dealership - but to the customer it's invaluable. It's a basic courtesy.
Not all dealers are the same. I dumped my old red subaru outside Gatwick Subaru when the clutch dissolved after a track day. The next morning at 9.30 they phoned me. I've had my cars services there for 2 years now and bought my last car from them exactly becuase of this type of service.
Good luck on Saturday. I agree with Podie that you should resolve the problem and then put it in writing to the MD after the event.
I'm obviously just a 'benefit of the doubt' type person. I can't get my head round why if they've always given you good prompt service, and been fair with prices, they would suddenly become so flippant. I'd still be looking for a reason why communication has fallen down if this is the first time you've experienced it. I do agree about them not returning your calls but can't understand why they're suddenly being like this if they've never done it before - must be a reason.
The only other thing I don't understand (and I promise I'm not being a smartarse, just a bit puzzled) is that if you had a spare drive belt and you knew how to change it yourself, why you took it to the dealer in the middle of the night instead of taking the car home and doing it yourself?
I should probably add a load of smileys now to prove how lovely I am, but I've just been told that unless I'm in the pub in 10 minutes, we're not going at all, so I'm sure you'll understand.
The only other thing I don't understand (and I promise I'm not being a smartarse, just a bit puzzled) is that if you had a spare drive belt and you knew how to change it yourself, why you took it to the dealer in the middle of the night instead of taking the car home and doing it yourself?
I should probably add a load of smileys now to prove how lovely I am, but I've just been told that unless I'm in the pub in 10 minutes, we're not going at all, so I'm sure you'll understand.
rude girl said:
The only other thing I don't understand (and I promise I'm not being a smartarse, just a bit puzzled) is that if you had a spare drive belt and you knew how to change it yourself, why you took it to the dealer in the middle of the night instead of taking the car home and doing it yourself?
It was due to the fact I needed to get to Leeds ASAP for the following morning and that by leaving it with the dealer they could double check everything to make sure it was not as a result of the previous problem.
This is not a suggestion that their work was to blame, just that I wanted to be certain that my car was sound.
I only got back to my home yesterday due to work and was hoping that I could have picked the car up and used it today again.
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