TVR's so-called Customer Services
Discussion
2 months ago I was driving on the M42 when the roof of my (Nov '04) Tamora blew off, even though it was on "securely". The wind started to lift it from the off-side front corner where there appears to be a sort of alcove where the roof, window and windscreen all meet, and then it was just ripped from the car and went bouncing down the M42. Luckily it was quiet'ish and the only damage was to my roof.
After waiting several weeks for TVR to repsond to my letter and phone calls where I said that as the roof was on correctly, it must be a fault with their design and therefore they should pay for fixing the damage.
I have just had the following "reponse" from them, and no more...
"TVR is unaware of any problems with Tamora roofs. The only history TVR has of Tamora roofs blowing off is when there have been incorrect repairs to windscreens and seals by a third party".
They are referring to when the TVR dealership that I bought the car new from (now closed down) resealed a few inches of the windscreen surround on the NEAR-SIDE under warranty, however the roof blew off from the OFF-SIDE.
I am sure I have read about people who have had the same problem, so am after any advice / experience's before I decide how to take this further. I bought the car through TVR Finance so am also going to ask them to intervene.
I have always defended TVR without fault, even when I have had the usual problems with leaks and noisey fans, but at the moment I feel like telling TVR Finance to take their car back and get something that is manufacured by a company who realises the importance of customers.
After waiting several weeks for TVR to repsond to my letter and phone calls where I said that as the roof was on correctly, it must be a fault with their design and therefore they should pay for fixing the damage.
I have just had the following "reponse" from them, and no more...
"TVR is unaware of any problems with Tamora roofs. The only history TVR has of Tamora roofs blowing off is when there have been incorrect repairs to windscreens and seals by a third party".
They are referring to when the TVR dealership that I bought the car new from (now closed down) resealed a few inches of the windscreen surround on the NEAR-SIDE under warranty, however the roof blew off from the OFF-SIDE.
I am sure I have read about people who have had the same problem, so am after any advice / experience's before I decide how to take this further. I bought the car through TVR Finance so am also going to ask them to intervene.
I have always defended TVR without fault, even when I have had the usual problems with leaks and noisey fans, but at the moment I feel like telling TVR Finance to take their car back and get something that is manufacured by a company who realises the importance of customers.
This can happen if the aluminium struts are not adjusted properly.
It should require a good push to lock the struts in place.
They can be moved up and down to adjust where they bolt into the rear bulkhead.
First thing I noticed when I bought my Tam was how loose 1 of mine was.
I would suggest to the factory that this adjustment should be made prior to release of the car.
It should require a good push to lock the struts in place.
They can be moved up and down to adjust where they bolt into the rear bulkhead.
First thing I noticed when I bought my Tam was how loose 1 of mine was.
I would suggest to the factory that this adjustment should be made prior to release of the car.
jonlane said:
I feel like telling TVR Finance to take their car back and get something that is manufacured by a company who realises the importance of customers.
Unfortunately this lack of customer care has lost a few of their advocates - I for one was true to the brand up to my last one but they (TVR themselves) wanted nothing to do with my car's problems (I have a similarly dismissive letter) and the dealer (now no longer) was just unable to fix them properly!
I had similar with my tamora when i blew the engine up.. endless letters back and forth and poor girl left company shortly after that !!
i managed to get a engine rebuild and two year warranty from tvr and when they move all was well...shame dealership couldnt carry out reapir as well as tvr did eventually!!
ret taking your car to a good and i mean a good dealsership let them see if they have bit more clout in that department !!
worth trying i think
rodger
i managed to get a engine rebuild and two year warranty from tvr and when they move all was well...shame dealership couldnt carry out reapir as well as tvr did eventually!!
ret taking your car to a good and i mean a good dealsership let them see if they have bit more clout in that department !!
worth trying i think
rodger
Forward them a copy of these threads & suggest that they could actually read PH to hear what happens to their customers
I've found three threads DIRECTLY relating to this problem plus yours
www.pistonheads.com/gassing/topic.asp?t=173464&f=7&h=0&hw=tamora+roof
Tamoras - check your roof hinge bolts!
lost tamora roof at speed
Tamora roof lifts off at high speed
I've found three threads DIRECTLY relating to this problem plus yours
www.pistonheads.com/gassing/topic.asp?t=173464&f=7&h=0&hw=tamora+roof
Tamoras - check your roof hinge bolts!
lost tamora roof at speed
Tamora roof lifts off at high speed
Edited by cptsideways on Saturday 3rd June 09:14
Thanks to everyone for their replies... I have gone through all the threads I can find and emailed the people who seem to have had similar problems to ask for some more details.
Daftlad... sorry to disagree but I do not understand TVR's reponse: at the least it is not only impersonal but also unhelpful and as a customer I would expect some level of respecr.. they have basically said tuff, not our problem but thanks for the £40k mate. This was nothing to do with the engine, and was not user error as I check that the roof is on securely everytime I get in the car by giving it "wiggle" and checking both struts are snapped in to place. And by the responses and postings on here it obviously is not a one off.
I will pass the problem to the legal owners of the car at the moment, TVR Finance, and see what they can do. Otherwise it will be a case of taking legal action if they leave me no other option.
Why the hell can TVR not offer customer service that matches the thrill of the car that we have all paid a lot of money for?!?!
Daftlad... sorry to disagree but I do not understand TVR's reponse: at the least it is not only impersonal but also unhelpful and as a customer I would expect some level of respecr.. they have basically said tuff, not our problem but thanks for the £40k mate. This was nothing to do with the engine, and was not user error as I check that the roof is on securely everytime I get in the car by giving it "wiggle" and checking both struts are snapped in to place. And by the responses and postings on here it obviously is not a one off.
I will pass the problem to the legal owners of the car at the moment, TVR Finance, and see what they can do. Otherwise it will be a case of taking legal action if they leave me no other option.
Why the hell can TVR not offer customer service that matches the thrill of the car that we have all paid a lot of money for?!?!
maybe with tvr's current low turnover decided that the only way to keep smolenski in the green was to stop the customer service department approving any warranty issues.lol
it is poor from a company who are lets face it struggling, they talk about growing into a international brand, theres no chance of going into new markets without looking after the current 95% of their customers who currently keep the company afloat, unless they pull something out the bag soon or moleskin doesnt mind running at a loss then i doubt tvr will last much longer.
it is poor from a company who are lets face it struggling, they talk about growing into a international brand, theres no chance of going into new markets without looking after the current 95% of their customers who currently keep the company afloat, unless they pull something out the bag soon or moleskin doesnt mind running at a loss then i doubt tvr will last much longer.
Well to say I am p*ssed off with TVR and TVR Finance is an understatement.
The roof flies off on my Tamora whilst doing 75-80 mph when it is securely on (and had been securely on for several months and is checked everytime I get in it) and they say they have never heard of this happening before therefore touch sh*t.. it's my problem not theirs.
After spending nearly £40k on a car you would expect some level of respect wouldn't you?
So now I am left with no option but to take legal action against TVR and TVR Finance as I am unable to use the car with the roof on as it is a mess and I have no confidence that it wont happen again without some form of prevention and the next time it happens it could hit the car behind me and kill someone.
So if I accept their response I will also have to pay £500+ for a new roof before I can safely drive or sell the thing.
TVR? I wouldn't touch one with a barge pole again I'm afraid... and it pains me to say so. After wanting one since I saw my godfather racing his when I was 5 years old, a dream has been shattered.
A warning to all Tamora owners... even if you check and double check your roof is on correctly, it may still come off and TVR will accept no responsibility.
A warning to all perspective Tamora owners... think twice!
Negative I know, but what else am I supposed to feel after being treated so appallingly?
Devastated!
The roof flies off on my Tamora whilst doing 75-80 mph when it is securely on (and had been securely on for several months and is checked everytime I get in it) and they say they have never heard of this happening before therefore touch sh*t.. it's my problem not theirs.
After spending nearly £40k on a car you would expect some level of respect wouldn't you?
So now I am left with no option but to take legal action against TVR and TVR Finance as I am unable to use the car with the roof on as it is a mess and I have no confidence that it wont happen again without some form of prevention and the next time it happens it could hit the car behind me and kill someone.
So if I accept their response I will also have to pay £500+ for a new roof before I can safely drive or sell the thing.
TVR? I wouldn't touch one with a barge pole again I'm afraid... and it pains me to say so. After wanting one since I saw my godfather racing his when I was 5 years old, a dream has been shattered.
A warning to all Tamora owners... even if you check and double check your roof is on correctly, it may still come off and TVR will accept no responsibility.
A warning to all perspective Tamora owners... think twice!
Negative I know, but what else am I supposed to feel after being treated so appallingly?
Devastated!
jonlane said:
The roof flies off on my Tamora whilst doing 75-80 mph when it is securely on (and had been securely on for several months and is checked everytime I get in it) and they say they have never heard of this happening before therefore touch sh*t.. it's my problem not theirs.
Why would anyone check a roof panel everytime they get in?
Not defending TVR here but maybe they felt by you telling them this that you must have known there was something wrong with it before it came off? Just a thought.
So has any other Tamora owner experienced this? How does the roof panel come off if it hooks into the screen front 'lip' and the rear struts are pushed closed and are tight? Seems odd to me. If there aren't multiple owners reporting this then what do you expect TVR to say.
I can't believe you went into TVR ownership expecting Lexus quality aftersales treatment from the factory (OK, you didn't expect the roof to blow off, but things do happen sometimes!).
I suggest you swallow your pride, get another roof and just go drive the thing. If you're not happy then sell it. TVR are well known for being slightly rubbish at aftersales (some dealers are good, but usually without much factory backup). How can you win taking them to court? Do you have proof the roof was properly seated?
I used to have a Chimaera and did over 150mph and 50,000 miles in it. The roof never looked like coming off. I have heard of this happening on the older cars though, but on most occassions the owners verdict was that the rear struts were possibly not up or were not as tight as they should be but they hadn't got around to checking it etc.
I can't believe you went into TVR ownership expecting Lexus quality aftersales treatment from the factory (OK, you didn't expect the roof to blow off, but things do happen sometimes!).
I suggest you swallow your pride, get another roof and just go drive the thing. If you're not happy then sell it. TVR are well known for being slightly rubbish at aftersales (some dealers are good, but usually without much factory backup). How can you win taking them to court? Do you have proof the roof was properly seated?
I used to have a Chimaera and did over 150mph and 50,000 miles in it. The roof never looked like coming off. I have heard of this happening on the older cars though, but on most occassions the owners verdict was that the rear struts were possibly not up or were not as tight as they should be but they hadn't got around to checking it etc.
jonlane said:
Well to say I am p*ssed off with TVR and TVR Finance is an understatement.
The roof flies off on my Tamora whilst doing 75-80 mph when it is securely on (and had been securely on for several months and is checked everytime I get in it) and they say they have never heard of this happening before therefore touch sh*t.. it's my problem not theirs.
After spending nearly £40k on a car you would expect some level of respect wouldn't you?
So now I am left with no option but to take legal action against TVR and TVR Finance as I am unable to use the car with the roof on as it is a mess and I have no confidence that it wont happen again without some form of prevention and the next time it happens it could hit the car behind me and kill someone.
So if I accept their response I will also have to pay £500+ for a new roof before I can safely drive or sell the thing.
TVR? I wouldn't touch one with a barge pole again I'm afraid... and it pains me to say so. After wanting one since I saw my godfather racing his when I was 5 years old, a dream has been shattered.
A warning to all Tamora owners... even if you check and double check your roof is on correctly, it may still come off and TVR will accept no responsibility.
A warning to all perspective Tamora owners... think twice!
Negative I know, but what else am I supposed to feel after being treated so appallingly?
Devastated!
The roof flies off on my Tamora whilst doing 75-80 mph when it is securely on (and had been securely on for several months and is checked everytime I get in it) and they say they have never heard of this happening before therefore touch sh*t.. it's my problem not theirs.
After spending nearly £40k on a car you would expect some level of respect wouldn't you?
So now I am left with no option but to take legal action against TVR and TVR Finance as I am unable to use the car with the roof on as it is a mess and I have no confidence that it wont happen again without some form of prevention and the next time it happens it could hit the car behind me and kill someone.
So if I accept their response I will also have to pay £500+ for a new roof before I can safely drive or sell the thing.
TVR? I wouldn't touch one with a barge pole again I'm afraid... and it pains me to say so. After wanting one since I saw my godfather racing his when I was 5 years old, a dream has been shattered.
A warning to all Tamora owners... even if you check and double check your roof is on correctly, it may still come off and TVR will accept no responsibility.
A warning to all perspective Tamora owners... think twice!
Negative I know, but what else am I supposed to feel after being treated so appallingly?
Devastated!
Best of luck rejecting your car, but I would imagine TVR would site the number of failures they have had with this roof design...going back over 20 years on all of their convertibles built in this period.
I supsect you will be buying a roof and selling your car because you cant find it within yourself to even contemplait it may have been someone elses fault other than TVR.
jonlane said:
Well to say I am p*ssed off with TVR and TVR Finance is an understatement.
The roof flies off on my Tamora whilst doing 75-80 mph when it is securely on (and had been securely on for several months and is checked everytime I get in it) and they say they have never heard of this happening before therefore touch sh*t.. it's my problem not theirs.
After spending nearly £40k on a car you would expect some level of respect wouldn't you?
So now I am left with no option but to take legal action against TVR and TVR Finance as I am unable to use the car with the roof on as it is a mess and I have no confidence that it wont happen again without some form of prevention and the next time it happens it could hit the car behind me and kill someone.
So if I accept their response I will also have to pay £500+ for a new roof before I can safely drive or sell the thing.
TVR? I wouldn't touch one with a barge pole again I'm afraid... and it pains me to say so. After wanting one since I saw my godfather racing his when I was 5 years old, a dream has been shattered.
A warning to all Tamora owners... even if you check and double check your roof is on correctly, it may still come off and TVR will accept no responsibility.
A warning to all perspective Tamora owners... think twice!
Negative I know, but what else am I supposed to feel after being treated so appallingly?
Devastated!
The roof flies off on my Tamora whilst doing 75-80 mph when it is securely on (and had been securely on for several months and is checked everytime I get in it) and they say they have never heard of this happening before therefore touch sh*t.. it's my problem not theirs.
After spending nearly £40k on a car you would expect some level of respect wouldn't you?
So now I am left with no option but to take legal action against TVR and TVR Finance as I am unable to use the car with the roof on as it is a mess and I have no confidence that it wont happen again without some form of prevention and the next time it happens it could hit the car behind me and kill someone.
So if I accept their response I will also have to pay £500+ for a new roof before I can safely drive or sell the thing.
TVR? I wouldn't touch one with a barge pole again I'm afraid... and it pains me to say so. After wanting one since I saw my godfather racing his when I was 5 years old, a dream has been shattered.
A warning to all Tamora owners... even if you check and double check your roof is on correctly, it may still come off and TVR will accept no responsibility.
A warning to all perspective Tamora owners... think twice!
Negative I know, but what else am I supposed to feel after being treated so appallingly?
Devastated!
Legal action? I think you should "think twice" For the sake of £500?...get over it, buy a new roof and sell it....Lifes to Short.
Hasn't someone come up with a mod to fix a roof clamp at the front edge? While the roof clearly shouldn't come off, this would seem to be best solution for anyone who is concerned.
Have to agree with earlier advice - there is no way this will be worth the hassle for £500, unless you're keen to do it just as a matter of principle.
Have to agree with earlier advice - there is no way this will be worth the hassle for £500, unless you're keen to do it just as a matter of principle.
Thought I would reply to everyone in one go...
Ribol... nothing wrong with the roof before it came off... If I thought there was then I would have had it sorted and wouldnt be kicking up a fuss now. I dont drive the car every day (sometimes a week or 2 apart) and as it was parked on a public road I used to check the wheels were still on it, that nobody had scratched it and that nobody had tried to break in through the door or tried to pull the roof off, so gave the roof a "wiggle" to make sure it was sitting properly.
Targarama... I didnt go into TVR ownership expecting Lexus quality... I have had fans replaced, boot leaks fixed, the carpet falls down, the glove box doesnt close snuggly.. and I dont bat an eyelid. It just seems to me that the roof blowing off is in a different league. As for proof of the roof being seated properly, it had been on for approx 4 months prior to coming off without an issue... not sure how else to prove it? Struts were up and were still up after the roof came off.
Daftlad... If it wasn't TVR's fault then by default it wasnt mine, however the roof was fitted correctly as per the manual, so I don't what else I could have done? If I thought it was my fault then I would be quietly getting it repaired and not causing a fuss reulting in getting fingers pointed at me.
AlexRWD... it is a matter of principle, and where as I hear what those of you are saying about swallow my pride and shell out £500 for a new roof, it is a pretty bitter pill to swallow.
Thank you though for all the replies, whether I agree with them all or not. I think another thing that is annoying me is that I don't know what else I would buy... paying for a new roof would admittedly be easier to swallow than buying a porsche no offence... just that I bought I TVR because they are a bit different) but not sure if I am ready to do either.
Ribol... nothing wrong with the roof before it came off... If I thought there was then I would have had it sorted and wouldnt be kicking up a fuss now. I dont drive the car every day (sometimes a week or 2 apart) and as it was parked on a public road I used to check the wheels were still on it, that nobody had scratched it and that nobody had tried to break in through the door or tried to pull the roof off, so gave the roof a "wiggle" to make sure it was sitting properly.
Targarama... I didnt go into TVR ownership expecting Lexus quality... I have had fans replaced, boot leaks fixed, the carpet falls down, the glove box doesnt close snuggly.. and I dont bat an eyelid. It just seems to me that the roof blowing off is in a different league. As for proof of the roof being seated properly, it had been on for approx 4 months prior to coming off without an issue... not sure how else to prove it? Struts were up and were still up after the roof came off.
Daftlad... If it wasn't TVR's fault then by default it wasnt mine, however the roof was fitted correctly as per the manual, so I don't what else I could have done? If I thought it was my fault then I would be quietly getting it repaired and not causing a fuss reulting in getting fingers pointed at me.
AlexRWD... it is a matter of principle, and where as I hear what those of you are saying about swallow my pride and shell out £500 for a new roof, it is a pretty bitter pill to swallow.
Thank you though for all the replies, whether I agree with them all or not. I think another thing that is annoying me is that I don't know what else I would buy... paying for a new roof would admittedly be easier to swallow than buying a porsche no offence... just that I bought I TVR because they are a bit different) but not sure if I am ready to do either.
jonlane said:
Thought I would reply to everyone in one go...
Ribol... nothing wrong with the roof before it came off... If I thought there was then I would have had it sorted and wouldnt be kicking up a fuss now. I dont drive the car every day (sometimes a week or 2 apart) and as it was parked on a public road I used to check the wheels were still on it, that nobody had scratched it and that nobody had tried to break in through the door or tried to pull the roof off, so gave the roof a "wiggle" to make sure it was sitting properly.
Targarama... I didnt go into TVR ownership expecting Lexus quality... I have had fans replaced, boot leaks fixed, the carpet falls down, the glove box doesnt close snuggly.. and I dont bat an eyelid. It just seems to me that the roof blowing off is in a different league. As for proof of the roof being seated properly, it had been on for approx 4 months prior to coming off without an issue... not sure how else to prove it? Struts were up and were still up after the roof came off.
Daftlad... If it wasn't TVR's fault then by default it wasnt mine, however the roof was fitted correctly as per the manual, so I don't what else I could have done? If I thought it was my fault then I would be quietly getting it repaired and not causing a fuss reulting in getting fingers pointed at me.
AlexRWD... it is a matter of principle, and where as I hear what those of you are saying about swallow my pride and shell out £500 for a new roof, it is a pretty bitter pill to swallow.
Thank you though for all the replies, whether I agree with them all or not. I think another thing that is annoying me is that I don't know what else I would buy... paying for a new roof would admittedly be easier to swallow than buying a porsche no offence... just that I bought I TVR because they are a bit different) but not sure if I am ready to do either.
Ribol... nothing wrong with the roof before it came off... If I thought there was then I would have had it sorted and wouldnt be kicking up a fuss now. I dont drive the car every day (sometimes a week or 2 apart) and as it was parked on a public road I used to check the wheels were still on it, that nobody had scratched it and that nobody had tried to break in through the door or tried to pull the roof off, so gave the roof a "wiggle" to make sure it was sitting properly.
Targarama... I didnt go into TVR ownership expecting Lexus quality... I have had fans replaced, boot leaks fixed, the carpet falls down, the glove box doesnt close snuggly.. and I dont bat an eyelid. It just seems to me that the roof blowing off is in a different league. As for proof of the roof being seated properly, it had been on for approx 4 months prior to coming off without an issue... not sure how else to prove it? Struts were up and were still up after the roof came off.
Daftlad... If it wasn't TVR's fault then by default it wasnt mine, however the roof was fitted correctly as per the manual, so I don't what else I could have done? If I thought it was my fault then I would be quietly getting it repaired and not causing a fuss reulting in getting fingers pointed at me.
AlexRWD... it is a matter of principle, and where as I hear what those of you are saying about swallow my pride and shell out £500 for a new roof, it is a pretty bitter pill to swallow.
Thank you though for all the replies, whether I agree with them all or not. I think another thing that is annoying me is that I don't know what else I would buy... paying for a new roof would admittedly be easier to swallow than buying a porsche no offence... just that I bought I TVR because they are a bit different) but not sure if I am ready to do either.
Good luck with which ever route you take.
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