Is this terrible service or am I in the wrong?
Discussion
Op you've sympathy from me - rurality brings issues many don't see or understand.
Sympathy as I too bought Arnold Clark, who repaired a small radiator leak on my car. And took THREE goes at either properly filling it with coolant in or connecting the pipes to new radiator properly. In the end I drove home and did it myself.
Sympathy as I too bought Arnold Clark, who repaired a small radiator leak on my car. And took THREE goes at either properly filling it with coolant in or connecting the pipes to new radiator properly. In the end I drove home and did it myself.
MitchT said:
I wouldn't buy the line about the hire car not being their responsibility because the wrong part being supplied wasn't their fault. It might not be their fault that the wrong part was supplied but it was their fault that the wrong part was fitted, thus triggering the chaos that ensued, so they should hold their hands up and make the situation good.
Also, if they'd noticed that the wrong part had been supplied and had to keep your car longer while the correct part was sourced, then you'd have had the original hire car for longer, whomever was to blame.
Furthermore, the dealer where you took your car is your one touchpoint for the entire supply chain, so they should accept liability for any issues experienced and, if the cost of doing so aggrieves them so much, then they should identify who in the supply chain was at fault and seek to recover their costs from that party.
Finally, it beggars belief that they expect you to collect the car at your own inconvenience when it's fixed. If I were them I'd be thoroughly ashamed by the service you've experienced. Sounds like they simply don't give a s
t!
Thank you, it's nice to have someone not blaming me for whats happened.Also, if they'd noticed that the wrong part had been supplied and had to keep your car longer while the correct part was sourced, then you'd have had the original hire car for longer, whomever was to blame.
Furthermore, the dealer where you took your car is your one touchpoint for the entire supply chain, so they should accept liability for any issues experienced and, if the cost of doing so aggrieves them so much, then they should identify who in the supply chain was at fault and seek to recover their costs from that party.
Finally, it beggars belief that they expect you to collect the car at your own inconvenience when it's fixed. If I were them I'd be thoroughly ashamed by the service you've experienced. Sounds like they simply don't give a s
t!LochTay said:
Op you've sympathy from me - rurality brings issues many don't see or understand.
Sympathy as I too bought Arnold Clark, who repaired a small radiator leak on my car. And took THREE goes at either properly filling it with coolant in or connecting the pipes to new radiator properly. In the end I drove home and did it myself.
I love living where I live now, but like you say it does bring challenges, I got caught out last winter as I didn't have winter tyres, the roads around here are either not cleared or cleared last. This year I'll be fitting all seasons and just leaving them on. Sympathy as I too bought Arnold Clark, who repaired a small radiator leak on my car. And took THREE goes at either properly filling it with coolant in or connecting the pipes to new radiator properly. In the end I drove home and did it myself.
Lenovo said:
Thank you, it's nice to have someone not blaming me for whats happened.
I don't think many here are blaming you (aside from driving with fuel leaking) but rather to set expectations about what you are entitled to from a dealer versus what they might choose to do. Your rights vs your expectations of service are connected, but slightly different.
If I bought a new RollsRoyce I'd expect a nice hire car on the spot and the wonky one taken away, etc with regular proactive updates from the dealer.
If I bought a base model Dacia I'd be surprised if the dealer and had a fault I'd be surprised if the dealer washed it after a service.
Lenovo said:
MitchT said:
I wouldn't buy the line about the hire car not being their responsibility because the wrong part being supplied wasn't their fault. It might not be their fault that the wrong part was supplied but it was their fault that the wrong part was fitted, thus triggering the chaos that ensued, so they should hold their hands up and make the situation good.
Also, if they'd noticed that the wrong part had been supplied and had to keep your car longer while the correct part was sourced, then you'd have had the original hire car for longer, whomever was to blame.
Furthermore, the dealer where you took your car is your one touchpoint for the entire supply chain, so they should accept liability for any issues experienced and, if the cost of doing so aggrieves them so much, then they should identify who in the supply chain was at fault and seek to recover their costs from that party.
Finally, it beggars belief that they expect you to collect the car at your own inconvenience when it's fixed. If I were them I'd be thoroughly ashamed by the service you've experienced. Sounds like they simply don't give a st!
Thank you, it's nice to have someone not blaming me for whats happened.Also, if they'd noticed that the wrong part had been supplied and had to keep your car longer while the correct part was sourced, then you'd have had the original hire car for longer, whomever was to blame.
Furthermore, the dealer where you took your car is your one touchpoint for the entire supply chain, so they should accept liability for any issues experienced and, if the cost of doing so aggrieves them so much, then they should identify who in the supply chain was at fault and seek to recover their costs from that party.
Finally, it beggars belief that they expect you to collect the car at your own inconvenience when it's fixed. If I were them I'd be thoroughly ashamed by the service you've experienced. Sounds like they simply don't give a s
t!hes tbh....they get a kick out of telling you how wrong you are so they can bask in their superiority.You did nowt wrong and appear to have been treated like s
t....Arnold should be ashamed, but he wont be, and will carry on as always.Edited by dave_s13 on Tuesday 22 June 22:38
vaud said:
I don't think many here are blaming you (aside from driving with fuel leaking) but rather to set expectations about what you are entitled to from a dealer versus what they might choose to do.
Your rights vs your expectations of service are connected, but slightly different.
If I bought a new RollsRoyce I'd expect a nice hire car on the spot and the wonky one taken away, etc with regular proactive updates from the dealer.
If I bought a base model Dacia I'd be surprised if the dealer and had a fault I'd be surprised if the dealer washed it after a service.
the assist package with my car includes a hire car (it isn't even a year old yet), I qualified for this the first time it broke down. After picking it and then returning it to the dealer following their failed repair I didn't qualify for it as the car was 'at a place of repair'. From reading the full terms and conditions if I'd just driven it down the road and called them again they would have had to collect it and given me a hire car. In the terms it says they will not attend more than once for the same fault but as they didn't attend at the garage, if I had moved it they would have had to come out.Your rights vs your expectations of service are connected, but slightly different.
If I bought a new RollsRoyce I'd expect a nice hire car on the spot and the wonky one taken away, etc with regular proactive updates from the dealer.
If I bought a base model Dacia I'd be surprised if the dealer and had a fault I'd be surprised if the dealer washed it after a service.
I hope this lesson helps someone else in the future basically if you break down make sure you don't do it near any garage whether it's open or not.
Lenovo said:
the assist package with my car includes a hire car (it isn't even a year old yet), I qualified for this the first time it broke down. After picking it and then returning it to the dealer following their failed repair I didn't qualify for it as the car was 'at a place of repair'. From reading the full terms and conditions if I'd just driven it down the road and called them again they would have had to collect it and given me a hire car. In the terms it says they will not attend more than once for the same fault but as they didn't attend at the garage, if I had moved it they would have had to come out.
I hope this lesson helps someone else in the future basically if you break down make sure you don't do it near any garage whether it's open or not.
I understand. In a very cost driven low margin business you/we will only ever get the minimal contractual service. Not a reflection on your actions.I hope this lesson helps someone else in the future basically if you break down make sure you don't do it near any garage whether it's open or not.
tighnamara said:
Read his other threads he has started on house buying, gas boiler problems, COVID working.
Awesome I have a stalker! Sorry I don't tend to post when things are going great. For example one of the advantages of living in rural Scotland with the right to roam act is that there are lots of lovely places to walk, today I went for a walk with my dog and it was lovely and sunny, I saw a buzzard circling in a thermal and it looked amazing. Later on three deer ran gracefully ran across the path in front of me. As I walked across the bridge someone had built over the stream for walkers I knew I'd made the right choice in turning down that other house, even though it was next door to a main dealer. Just for you here's a pic from the walk, bonus hot dog action.
Edited by Lenovo on Tuesday 22 June 21:59
Also to keep you updated I figured out what was wrong with the boiler, the previous owner didn't bleed the upstairs radiators so they acted like expansion vessels. When I bled them the boiler stopped working as the actual expansion vessel was holed, I managed to get one of these off ebay for less than fifty quid. Thanks for reminding me about this as I still need to add some anti corrosion treatment as the water looked a bit manky when I drained the hot water circuit. I'll stick some on my shopping list for next time I'm heading into the big smoke (assuming I eventually receive a working car back from sharks).
Edited by Lenovo on Tuesday 22 June 22:07
vaud said:
Your rights vs your expectations of service are connected, but slightly different.
If I bought a new RollsRoyce I'd expect a nice hire car on the spot and the wonky one taken away, etc with regular proactive updates from the dealer.
If I bought a base model Dacia I'd be surprised if the dealer and had a fault I'd be surprised if the dealer washed it after a service.
As far as expectations are concerned...If I bought a new RollsRoyce I'd expect a nice hire car on the spot and the wonky one taken away, etc with regular proactive updates from the dealer.
If I bought a base model Dacia I'd be surprised if the dealer and had a fault I'd be surprised if the dealer washed it after a service.
Ironically I've lost count of the number of threads on here in which people with cars costing six figure sums have experienced poor reliability and poor service in the event of problems. By comparison, the Kia that my dad bought new and ran for eight years until he gave up driving never missed a beat and the dealership always treated him like royalty!
Anyway, I think this is an experience that can be considered like the old saying that if you lend someone £20 and never see them again, then it was £20 well spent. Except, in this case, if you buy a car from a dealer with an incompetent supply chain, incompetent vehicle technicians and an "our s
t doesn't smell" attitude, then at least you know to avoid the brand and any retailer under the same parent company of that retailer in future.MitchT said:
As far as expectations are concerned...
Ironically I've lost count of the number of threads on here in which people with cars costing six figure sums have experienced poor reliability and poor service in the event of problems. By comparison, the Kia that my dad bought new and ran for eight years until he gave up driving never missed a beat and the dealership always treated him like royalty!
Anyway, I think this is an experience that can be considered like the old saying that if you lend someone £20 and never see them again, then it was £20 well spent. Except, in this case, if you buy a car from a dealer with an incompetent supply chain, incompetent vehicle technicians and an "our st doesn't smell" attitude, then at least you know to avoid the brand and any retailer under the same parent company of that retailer in future.
Fair point. Ironically I've lost count of the number of threads on here in which people with cars costing six figure sums have experienced poor reliability and poor service in the event of problems. By comparison, the Kia that my dad bought new and ran for eight years until he gave up driving never missed a beat and the dealership always treated him like royalty!
Anyway, I think this is an experience that can be considered like the old saying that if you lend someone £20 and never see them again, then it was £20 well spent. Except, in this case, if you buy a car from a dealer with an incompetent supply chain, incompetent vehicle technicians and an "our s
t doesn't smell" attitude, then at least you know to avoid the brand and any retailer under the same parent company of that retailer in future.Though global supply chains are also pretty screwed up for many at the moment and fixing them is not the work of months. 7 weeks to get some standard Volvo XC60 panels for me...
Lenovo said:
tighnamara said:
Read his other threads he has started on house buying, gas boiler problems, COVID working.
Awesome I have a stalker! Sorry I don't tend to post when things are going great. For example one of the advantages of living in rural Scotland with the right to roam act is that there are lots of lovely places to walk, today I went for a walk with my dog and it was lovely and sunny, I saw a buzzard circling in a thermal and it looked amazing. Later on three deer ran gracefully ran across the path in front of me. As I walked across the bridge someone had built over the stream for walkers I knew I'd made the right choice in turning down that other house, even though it was next door to a main dealer. Just for you here's a pic from the walk, bonus hot dog action.
Edited by Lenovo on Tuesday 22 June 21:59
Also to keep you updated I figured out what was wrong with the boiler, the previous owner didn't bleed the upstairs radiators so they acted like expansion vessels. When I bled them the boiler stopped working as the actual expansion vessel was holed, I managed to get one of these off ebay for less than fifty quid. Thanks for reminding me about this as I still need to add some anti corrosion treatment as the water looked a bit manky when I drained the hot water circuit. I'll stick some on my shopping list for next time I'm heading into the big smoke (assuming I eventually receive a working car back from sharks).
Edited by Lenovo on Tuesday 22 June 22:07
I probably live more remotely than you in Scotland.
Just seems every issue becomes a major issue.
Apologies, if all is as written as it’s seems, you are very unlucky.
Anyway hope you get all resolved.
Edited by tighnamara on Tuesday 22 June 22:18
Edited by tighnamara on Tuesday 22 June 22:33
Lenovo said:
In the terms it says they will not attend more than once for the same fault but as they didn't attend at the garage, if I had moved it they would have had to come out.
Based on how it's gone so far there's absolutely no chance of them coming out once you'd rung them from the garage.To be honest, it is a known thing with breakdown services - i'm just a bit gobsmacked that the manufacturers assist programme wouldn't assist you when no other assistance was available and you were stuck.
MitchT said:
Ironically I've lost count of the number of threads on here in which people with cars costing six figure sums have experienced poor reliability and poor service in the event of problems. By comparison, the Kia that my dad bought new and ran for eight years until he gave up driving never missed a beat and the dealership always treated him like royalty!
Quite. I met an interesting guy the other day… salt of the earth but has clearly done well. RS7 owned from brand new, completely fobbed off re excessive oil consumption issue to the extent they couldn’t find him any oil either… and dealership not returning calls. The flagship car, that he will want to replace in the not too distant… can’t be arsed. Probably paid cash, which they don’t seem to like.
The plot thickens....
I finally picked the car up today, I filled it back up with fuel and it all seems fine (it took over seven litres). I was speaking to the workshop foreman about what exactly the cause of the leak was. He told me the seal they ordered was too big despite being the correct part number. I asked how did he resolve this and he said my old pump was in the box of warranty replaced parts to be sent back to the OEM, so they just took the seal off the original pump and fitted that.
However at the start of the week when the garage looked into the leak they told me the seal was too big, so they had ordered another one and this was what was delaying my car being fixed.
This only occurred to me tonight so I’m going to call them tomorrow just to see what the story exactly is.
Oh and within five minutes of picking up the freshly washed car a seagull made a large deposit on it. I don’t know if this is just part of my bad luck run right now, or a sign of good luck!
I finally picked the car up today, I filled it back up with fuel and it all seems fine (it took over seven litres). I was speaking to the workshop foreman about what exactly the cause of the leak was. He told me the seal they ordered was too big despite being the correct part number. I asked how did he resolve this and he said my old pump was in the box of warranty replaced parts to be sent back to the OEM, so they just took the seal off the original pump and fitted that.
However at the start of the week when the garage looked into the leak they told me the seal was too big, so they had ordered another one and this was what was delaying my car being fixed.
This only occurred to me tonight so I’m going to call them tomorrow just to see what the story exactly is.
Oh and within five minutes of picking up the freshly washed car a seagull made a large deposit on it. I don’t know if this is just part of my bad luck run right now, or a sign of good luck!
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