Dissapointing Dealer
Discussion
Hey all,
I bought my current S2 111S from a well known dealer last May. I traded in a my old car and got a what I think was a reasonable deal from for it. The service from the salesman that I recieved was very good and I was happy to deal with them. When I pointed out on the first test drive that the steering on the car needed some work because it was stiff and heavy I was assured that it would be taken care of. After all they are an Offical Lotus dealer and can't really get away with any sub standard work.
Now I'm not the sort of person that will bang on about the slightest little niggle, I'm fairly realistic in my expectations but I'm a little bit annoyed at was the situation I find myself in.
As I mentioned, the steering on my car was a little stiff when I test drove it, I also pointed out that I would like them to remove a prominent scratch on the rear of the car, the dealer said that it would be all sorted out before I picked it up.
I came to pick it up and found that the scratched wasn't removed and the steering still seemed a bit on the stiff side. Fair enough I though, I can sort out any problems with the warranty (full Lotus). I sorted the scratch out myself with some T-Cut, no problems.
About a month later and the alternator starts making a whining noise, I try to get it fixed at a local garage but they won't recognize the Lotus warranty. OK, no problem I just call the dealer who is about 1.5 hours away and they book it in and replace the alternator for a new one while I wait. I also ask them to look at the steering again, they say it's a little stiff and will replace the rack but that they are on back order and they'll call me when they come in. Fair service and I'm happy.
The next day the car grinds to a halt. I call the dealer and they send a trailer and give me a courtesy car. Again I'm happy with the level of service but not so happy when it turns out they put a dodgy alternator on which only put out 8 volts!
OK everyone makes mistakes.
Fast Forward nearly 1 month and after a few calls the steering rack arrives and I take the car back to the dealer. I also ask the dealer to fix the indicator light which fell out the previous day and also to look into why the washer bottle keeps emptying itself even when its not being used.
When I pick it up I find that the steering is still really stiff and heavy. I point this out to one of the Technicians and even take him out in the car. He says that theres nothing really wrong with it, it's just a bit stiff! Also, The washer problem still persists. The dealer had said they fixed it, it was a hose that had come loose from the bottle. Even though I'd already checked that!
Now I'm no muppet! I've driven about 15 different Elises and Exiges and I know what steering should be like and theres no way this steering is correct. I've owned lots of old Minis and an Elise previously so I'm a pretty competent DIY mechanic! So I checked the rack and found that theres still stiffness in it. I rang them to find out if they'd installed a reconditioned unit and of course they had! I also fixed the Washer problem which turned out to be a non-return valve (thanks to plipule for the answer!)
Then yesterday I notice that theres some quite heavy marks and scratches on the chassis behind the pedals, closer inspection reveals that they are consistent with marks made by someone being very careless with a metal ratchet and repeatedly banging and scraping the chassis while working on a bolt that secures the steering rack. I know that they weren't there before I took the car in because I have detailed photos of every angle of the car for a 3D modelling project my company is working on before the car went into the dealer. Oh and the front indicator fell off again!
I've now become a bit tired of taking my car to this particular dealer because it seems every time I get it back it's never fixed! and actually twice has come back worse that it went in! First having broke down because they put a dodgy Alternator in, and now because the steering is no better, possibly worse, a broken indicator (which I've fixed with some judicious use of super glue and bits of plastic) and with quite heavy cosmetic damage to the chassis that cannot be repaired.
I'm so fed up that I've decided never to darken their doorstep again. My personal opinion of course. I'm not going to name them here but if anyones interested that can email me.
So I'm going to get a new rack and fix the car myself, with some care and attention and do the job properly.
It's a shame cos it kind of defeats the point of having a warranty really.
A
I bought my current S2 111S from a well known dealer last May. I traded in a my old car and got a what I think was a reasonable deal from for it. The service from the salesman that I recieved was very good and I was happy to deal with them. When I pointed out on the first test drive that the steering on the car needed some work because it was stiff and heavy I was assured that it would be taken care of. After all they are an Offical Lotus dealer and can't really get away with any sub standard work.
Now I'm not the sort of person that will bang on about the slightest little niggle, I'm fairly realistic in my expectations but I'm a little bit annoyed at was the situation I find myself in.
As I mentioned, the steering on my car was a little stiff when I test drove it, I also pointed out that I would like them to remove a prominent scratch on the rear of the car, the dealer said that it would be all sorted out before I picked it up.
I came to pick it up and found that the scratched wasn't removed and the steering still seemed a bit on the stiff side. Fair enough I though, I can sort out any problems with the warranty (full Lotus). I sorted the scratch out myself with some T-Cut, no problems.
About a month later and the alternator starts making a whining noise, I try to get it fixed at a local garage but they won't recognize the Lotus warranty. OK, no problem I just call the dealer who is about 1.5 hours away and they book it in and replace the alternator for a new one while I wait. I also ask them to look at the steering again, they say it's a little stiff and will replace the rack but that they are on back order and they'll call me when they come in. Fair service and I'm happy.
The next day the car grinds to a halt. I call the dealer and they send a trailer and give me a courtesy car. Again I'm happy with the level of service but not so happy when it turns out they put a dodgy alternator on which only put out 8 volts!
OK everyone makes mistakes.
Fast Forward nearly 1 month and after a few calls the steering rack arrives and I take the car back to the dealer. I also ask the dealer to fix the indicator light which fell out the previous day and also to look into why the washer bottle keeps emptying itself even when its not being used.
When I pick it up I find that the steering is still really stiff and heavy. I point this out to one of the Technicians and even take him out in the car. He says that theres nothing really wrong with it, it's just a bit stiff! Also, The washer problem still persists. The dealer had said they fixed it, it was a hose that had come loose from the bottle. Even though I'd already checked that!
Now I'm no muppet! I've driven about 15 different Elises and Exiges and I know what steering should be like and theres no way this steering is correct. I've owned lots of old Minis and an Elise previously so I'm a pretty competent DIY mechanic! So I checked the rack and found that theres still stiffness in it. I rang them to find out if they'd installed a reconditioned unit and of course they had! I also fixed the Washer problem which turned out to be a non-return valve (thanks to plipule for the answer!)
Then yesterday I notice that theres some quite heavy marks and scratches on the chassis behind the pedals, closer inspection reveals that they are consistent with marks made by someone being very careless with a metal ratchet and repeatedly banging and scraping the chassis while working on a bolt that secures the steering rack. I know that they weren't there before I took the car in because I have detailed photos of every angle of the car for a 3D modelling project my company is working on before the car went into the dealer. Oh and the front indicator fell off again!
I've now become a bit tired of taking my car to this particular dealer because it seems every time I get it back it's never fixed! and actually twice has come back worse that it went in! First having broke down because they put a dodgy Alternator in, and now because the steering is no better, possibly worse, a broken indicator (which I've fixed with some judicious use of super glue and bits of plastic) and with quite heavy cosmetic damage to the chassis that cannot be repaired.
I'm so fed up that I've decided never to darken their doorstep again. My personal opinion of course. I'm not going to name them here but if anyones interested that can email me.
So I'm going to get a new rack and fix the car myself, with some care and attention and do the job properly.
It's a shame cos it kind of defeats the point of having a warranty really.
A
sounds like you've had quite a bit of bad luck 
not sure if it was me that I could just walk away from all that without some kind of complaint to the dealers, if they have given you substandard service, and also damaged your car in the process, then I'd want answers as to why they've done this and how they plan to rectify it.
Hope you get it all sorted soon
not sure if it was me that I could just walk away from all that without some kind of complaint to the dealers, if they have given you substandard service, and also damaged your car in the process, then I'd want answers as to why they've done this and how they plan to rectify it.
Hope you get it all sorted soon
I had a similar experience to you with my local dealer, god they were awful. After taking it back a few times and getting very fed up I ended taking it to another dealer in the end, they were very good, looked over the car and showed me what needed doing, some was warranty work, some was not. I asked the technician at the second dealer as to what he think i should do concerning having to pay for the stuff that was not covered by warranty that my local dealer should have done before releasing the car to me. He said to write to the director of the company, be polite and just state the facts. I did this and put in the receipt for the work i had to pay for. A week later i received a cheque for the work carried out by other dealer, a phone call came later with apologies.
Enough was enough though and i've not taken my car back to the local dealer since, i'd rather drive 2 hours and get it looked after by someone who cares about lotus'.
My advice would be to do what i did, If you don't get any luck with your local dealer e-mail Neil Turner at lotus, he is very good and a really nice chap to boot. Good luck with it.
Tanman
Enough was enough though and i've not taken my car back to the local dealer since, i'd rather drive 2 hours and get it looked after by someone who cares about lotus'.
My advice would be to do what i did, If you don't get any luck with your local dealer e-mail Neil Turner at lotus, he is very good and a really nice chap to boot. Good luck with it.
Tanman
)Does seem to be the way with dealers, some very bad, some very good and not a lot in the middle.
I've ended up using a dealer 170 miles away and a body shop even further to use people I am confident in.
As you've found it's often easier to do a lot of things yourself assuming you have the time, skills and resources to do so.
I've ended up using a dealer 170 miles away and a body shop even further to use people I am confident in.
As you've found it's often easier to do a lot of things yourself assuming you have the time, skills and resources to do so.
tanman said:
I had a similar experience to you with my local dealer, god they were awful. After taking it back a few times and getting very fed up I ended taking it to another dealer in the end, they were very good, looked over the car and showed me what needed doing, some was warranty work, some was not. I asked the technician at the second dealer as to what he think i should do concerning having to pay for the stuff that was not covered by warranty that my local dealer should have done before releasing the car to me. He said to write to the director of the company, be polite and just state the facts. I did this and put in the receipt for the work i had to pay for. A week later i received a cheque for the work carried out by other dealer, a phone call came later with apologies.
Enough was enough though and i've not taken my car back to the local dealer since, i'd rather drive 2 hours and get it looked after by someone who cares about lotus'.
My advice would be to do what i did, If you don't get any luck with your local dealer e-mail Neil Turner at lotus, he is very good and a really nice chap to boot. Good luck with it.
Tanman
Would your poor dealer experience possibly be my local also and if so who is the one you are now using - elliebeth1605@netscape.netEnough was enough though and i've not taken my car back to the local dealer since, i'd rather drive 2 hours and get it looked after by someone who cares about lotus'.
My advice would be to do what i did, If you don't get any luck with your local dealer e-mail Neil Turner at lotus, he is very good and a really nice chap to boot. Good luck with it.
Tanman
Thanks
From my experience,I dont think all franchise dealers truly understand the whole ethos of the brand.
The good dealers do, and have invested in both the brand and staff that are not only professional, but are also enthusiastic about it.
The other dealers just view it as a method of moving units and making money.
Hence there is no middle ground dealers in the franchise network.
The good dealers do, and have invested in both the brand and staff that are not only professional, but are also enthusiastic about it.
The other dealers just view it as a method of moving units and making money.
Hence there is no middle ground dealers in the franchise network.
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