When warranty isn’t really warranty?
Discussion
fastbikes76 said:
eltax91 said:
Gotta be worth the 30 mile round trip surely.
Indeed, next step for me now. Only thing is obviously the underside will get more dirty so any witness marks on the pump to correlate what actually happened will be gone by then, so all I will have is a knackered trim which they will naturally say ‘ you must have ripped it off mate’ 
fastbikes76 said:
Hammer67 said:
Did the Service Advisor do anything other than immediately tell you to go away?
For instance did he, at the very least, consult the dealer warranty manager/controller to ascertain if they had ever encountered previous incidents of this issue? It could be a known issue that is covered. There may be a Technical Bulletin that covers it.
If not then he needs sacking, as I have banged on about on here many times, the dealer is not the decision maker.
What he should have done is to help build a case on your behalf and with some skilful wording such as "fastener failure" as the cause this could well have been authorised by Renault Warranty.
A switched on warranty manager at a dealer, who has a good relationship with the manufacturer warranty dept, should be able to get these sort of issues sorted under warranty, and should be "on the side" of the customer and pro~actively try to get claims through.
In your shoes OP I'd be making an appointment with the dealer service manager and/or DP and asking some awkward questions.
The main one being ~ "Please show me the returned claim from Renault Warranty showing the reasons for refusal."
Ultimately you may not get anywhere but for a £1500 potential repair bill its worth a fight I would have thought.
I’m actually ex motor trade to with roles as Service advisor, Service manager and Workshop manager for Vw and Toyota. In all previous dealerships I’ve worked for this wouldn’t have been questioned as there is zero damage to constitute abuse or imapct. For instance did he, at the very least, consult the dealer warranty manager/controller to ascertain if they had ever encountered previous incidents of this issue? It could be a known issue that is covered. There may be a Technical Bulletin that covers it.
If not then he needs sacking, as I have banged on about on here many times, the dealer is not the decision maker.
What he should have done is to help build a case on your behalf and with some skilful wording such as "fastener failure" as the cause this could well have been authorised by Renault Warranty.
A switched on warranty manager at a dealer, who has a good relationship with the manufacturer warranty dept, should be able to get these sort of issues sorted under warranty, and should be "on the side" of the customer and pro~actively try to get claims through.
In your shoes OP I'd be making an appointment with the dealer service manager and/or DP and asking some awkward questions.
The main one being ~ "Please show me the returned claim from Renault Warranty showing the reasons for refusal."
Ultimately you may not get anywhere but for a £1500 potential repair bill its worth a fight I would have thought.
The guy was service manager and a grade A bell end. We fell out over it and eventually a tech walking passed agreed to put van in workshop and look at it. He too concluded it must be abuse as the under side is very dirty and muddy.. we it’s dirty yes, caked in mud.. no. He couldn’t explain how the missing front fixing has no witness marks of ever touching the tank like there should be, or where the fixed disappeared too.
Zero procedures were followed and Renault UK are backing the dealership because ‘they have to go with what their dealer network says’ . He said I’m welcome to get an independent report , which they won’t cover costs for, or try another dealership and see what they say. Next nearest one is 15 miles away.
"A tech walking past agreed to put the van in the workshop and look at it" Bloody decent of him that...... WTAF is that all about?
Where I worked the Techs were allocated work by the service dept controller with instructions on what to do.
A laughable procedural and customer relations failure that has potentially lost their employers any chance of any repeat business from the OP. That could run into many thousands of pounds, future van purchases, service or parts sales and any chance of the OP recommending them to anyone.
An utter disaster.
BAM225 said:
8V085 said:
I'd do that too, tell them you have a Renault Traffique which is tre magnifique except for this small faqapue.
Do you not get bored of people ignoring your posts?
Ohh, I've fed the troll...
Hammer67 said:
A laughable procedural and customer relations failure that has potentially lost their employers any chance of any repeat business from the OP. That could run into many thousands of pounds, future van purchases, service or parts sales and any chance of the OP recommending them to anyone.
An utter disaster.
Indeed, we just bought this Sport Nav Bi Turbo 3 months ago which lists at £29k, in March our 2014 plate Trafic Sport was due to be replaced with another identical to mine. Then in Sept our older Trafic was going to be replaced, again with a spec equivalent to mine and then later in the year one more new van for our apprentice who will then be qualified.An utter disaster.
If this is what I will have to deal with there is not a snows hope in hell of another Renault being bought.
So that’s three brand new orders they won’t be getting, will probably by the Vauxhall equivalent or something along those lines.
fastbikes76 said:
Indeed, we just bought this Sport Nav Bi Turbo 3 months ago which lists at £29k, in March our 2014 plate Trafic Sport was due to be replaced with another identical to mine. Then in Sept our older Trafic was going to be replaced, again with a spec equivalent to mine and then later in the year one more new van for our apprentice who will then be qualified.
If this is what I will have to deal with there is not a snows hope in hell of another Renault being bought.
So that’s three brand new orders they won’t be getting, will probably by the Vauxhall equivalent or something along those lines.
Not to scare the living sIf this is what I will have to deal with there is not a snows hope in hell of another Renault being bought.
So that’s three brand new orders they won’t be getting, will probably by the Vauxhall equivalent or something along those lines.
t out of you or whatever but Vauxhall is now also parlez-vous français monsieur.fastbikes76 said:
If this is what I will have to deal with there is not a snows hope in hell of another Renault being bought.
So that’s three brand new orders they won’t be getting, will probably by the Vauxhall equivalent or something along those lines.
The usual advice here is to ask for the dealer principal, mention the future orders are hanging in the balance on this issue? So that’s three brand new orders they won’t be getting, will probably by the Vauxhall equivalent or something along those lines.
Gareth79 said:
fastbikes76 said:
If this is what I will have to deal with there is not a snows hope in hell of another Renault being bought.
So that’s three brand new orders they won’t be getting, will probably by the Vauxhall equivalent or something along those lines.
The usual advice here is to ask for the dealer principal, mention the future orders are hanging in the balance on this issue? So that’s three brand new orders they won’t be getting, will probably by the Vauxhall equivalent or something along those lines.
ks and asked for his card which he wouldn’t produce. Then turns out his card says ‘Aftersales Manager’ . I told him he had lied to me claiming he was the DP, to which he replied he was, along with another guy. By the point I was fed up and run out of names to call the tt so got my van back and fked off 750turbo said:
even local press naming the Dealer?
Why do you need to name the dealer in the local press? Apart from follow the warranty guidelines that Renault have given them what have they done wrong? They will have to justify why this would be covered under warranty to Renault before getting paid the money for a new fuel tank and cover. As far as I can see they've done everything correctly and I'd agree with them going by the state of the underneath of your van. I'd take everyone else's advice and try grab a tube of Tiger Seal or similar and bond the cover back on.
Sammo123 said:
750turbo said:
even local press naming the Dealer?
Why do you need to name the dealer in the local press? Apart from follow the warranty guidelines that Renault have given them what have they done wrong? They will have to justify why this would be covered under warranty to Renault before getting paid the money for a new fuel tank and cover. As far as I can see they've done everything correctly and I'd agree with them going by the state of the underneath of your van. I'd take everyone else's advice and try grab a tube of Tiger Seal or similar and bond the cover back on.
The dealer has everything wrong in the way he totally failed to adhere to the procedures laid down in his franchise/warranty agreement with Renault.
He also failed to apply the most basic customer care skills and has turned a loyal, high spending customer into someone who is lost to his and Renault's business.
Done nothing wrong?
I find most warrenties aren't worth a wk. Typically you are met with a defensive response from the vendor that its not covered.
Example i had recently was i bought a brand new bomag wacker plate, these aren't some chinese cheapie. After 6 months the engine failed, loads of blue smoke, right old state.
Took it to be looked at and was told that 'I've been using it with no air filter' yea thats right i make a habit of removing air filters from new plant. Wtf! i said and thats that is it? Yep no warranty.
Not the first time either. Had numerous things like this over the years. It seems much much worse with anything commercial or building trade related.
k. Typically you are met with a defensive response from the vendor that its not covered. Example i had recently was i bought a brand new bomag wacker plate, these aren't some chinese cheapie. After 6 months the engine failed, loads of blue smoke, right old state.
Took it to be looked at and was told that 'I've been using it with no air filter'
yea thats right i make a habit of removing air filters from new plant. Wtf! i said and thats that is it? Yep no warranty. Not the first time either. Had numerous things like this over the years. It seems much much worse with anything commercial or building trade related.
I’m astounded by the view that as the underside of a van in the middle of winter is dirty, I’m must have been abused ??!!
For starters I live right near an area where 5300 houses are being built. There is heavy machinery that crosses the main road frequently and as such the brown under the van in nothing more than dirty water from the sand they drag across the road. Funny how nothing has fallen off any of our other cars or vans . They then tried to say I mayst have abused and taken the van off road , I’m not sure how many people have tried to drive a fwd van across wet muddy fields, I can’t imagine you would get far though.
As for them doing nothing wrong, quite the opposite, they didn’t do a single thing right when it comes to warranty procedures. It was deemed not warranty by the Aftersales manager with no qualification to say so, and without inspecting the van either. His mind was made up within 30 seconds of me walking I the door based on the fact I had the part in my hand. From that point forwards they closed ranks and stuck to the dirty underside so therefore abused.
For starters I live right near an area where 5300 houses are being built. There is heavy machinery that crosses the main road frequently and as such the brown under the van in nothing more than dirty water from the sand they drag across the road. Funny how nothing has fallen off any of our other cars or vans . They then tried to say I mayst have abused and taken the van off road , I’m not sure how many people have tried to drive a fwd van across wet muddy fields, I can’t imagine you would get far though.
As for them doing nothing wrong, quite the opposite, they didn’t do a single thing right when it comes to warranty procedures. It was deemed not warranty by the Aftersales manager with no qualification to say so, and without inspecting the van either. His mind was made up within 30 seconds of me walking I the door based on the fact I had the part in my hand. From that point forwards they closed ranks and stuck to the dirty underside so therefore abused.
8V085 said:
BAM225 said:
8V085 said:
I'd do that too, tell them you have a Renault Traffique which is tre magnifique except for this small faqapue.
Do you not get bored of people ignoring your posts?Ohh, I've fed the troll...
Well done you anyway, have a pat on the back for being sarcastic on a internet forum where the posts are text so you have no interpretation of how the post is being 'said'.
Butter Face said:
Trim isn’t covered for this exact reason. Anything could have happened to that cover tbh, you don’t know any more than renault what’s happened to it.
Someone else may have lost theirs and tried to nick yours.
I personally would find a way to fix that back in place (clips, cable ties etc) and carry on.
Also just adding a note.Someone else may have lost theirs and tried to nick yours.
I personally would find a way to fix that back in place (clips, cable ties etc) and carry on.
Renault only cover rattles/noises/loose trim for 3 months or 3000 miles from new under warranty. After that any trim rattle/noises/loose trim is chargable at a full rate according to Renault.
I had many arguements with them over that.
Alucidnation said:
I think the OP may have failed the service advisors 'attitude test'.
Not initially, but certainly after the first 2 minutes when I was dealing with Mr suited and booted chump monkey who said no within 30 seconds because I had the trim in my hand without even looking at it or the van . Well it was in my hand because it fell off, yeah but it’s not covered because the trim was in my hand.... after 2 minutes of going round in circles I decided I wanted someone who actually had a clue. Gassing Station | General Gassing | Top of Page | What's New | My Stuff