What's the worst thing about owning a Caterham ?

[Odds]

I'll start by saying that Caterham's are fantastic cars; I don't think any other (4 wheeled) vehicle comes close to driver involvement or the shear sense of fun that a quick Caterham on a sunny day can generate. I'm on my 3rd, and I honestly can't think what I'd replace my current car with other than another Caterham.

However.....

For me, the whole ownership experience is completely undermined by having to deal with Caterham's after sales service. I won't go into specifics on my experience, but in general I find that they are almost impossible to speak with on the phone, unaware of what work has been or is being undertaken, lacking any sense of urgency around completing the required work and seemingly completely unconcerned about the needs of their customers.

I spent a significant amount of money on a car with Caterham, and the service I recieve from after sales is diabolical. Spending similar ( or lesser ) amounts from main stream manufacturers yields a MUCH higher level of service.

Are my expectations wrong ? Am I just unlucky ? Or is it really this bad ?

Edited by Odds on Friday 26th May 18:26

[Odds]

LB14 said:

To the OP.... no, I don't think your expectations are wrong.

I had my 7 just over a year before I fell foul of the dreadful Caterham 'customer service'.

I'm currently trying to decide whether to go for another 7 or Elise Cup as my 'weekend toy'. The experience I had with my brand new 7 is making me lean towards the Lotus.

Thankyou !

It's such a shame they can't recognise how much this 'service' compromises their ongoing custom.

[Odds]

JONSCZ said:

Mark.
As you're also in Berkshire, I can thoroughly recommend Ian at PT in Windsor ( http://www.ptsportscars.com/workshop/workshop.php ) and James Whiting in Ashford ( http://www.jameswhiting.com/ ).
I had my R400 for 3 years and never dealt with Caterham themselves after I bought it (except to sell it last year - where they took quite a considerable commission for a very easy sale for them).
I had to have a bit of warranty upgrade to the diff carrier in the 1st six months after I bought it (new) and I was able to take it to James Whiting to have it done FOC.
You don't need to deal with the factory.
I only sold it as I needed a more practical 2nd car.

Thanks Jon.

I visited PT's workshop last year on their open day and was impressed. I've just got some warranty work that needs to be done by the factory, then I'll be going elsewhere.

[Odds]

BigCol said:

More support for James Whiting and Ian et al at PT Sports... have been helped by both in the past (and no doubt will be in the future!)

re Caterham... I built my car and will not hear a bad word said about a Derek Howlett - he was (and from time-to-time continues to be) supremely helpful. Ditto Darren Phillips in Parts. It's de rigour to slag the lack of inventory but Darren has often responded helpfully to an email query in unexpectedly short timescales (inc during a Bank Holiday!). That said, the Service Department are still to return calls to me.

I think it is the difference between finding a helpful individual and building a relationship with them and leaving messages for someone within a department to help - anyone becomes no one. Ian and James will provide that personal touch and are well worth speaking to.

Thanks Colin.

I completely agree that there are some folks who are willing to go above and beyond, and are genuinely passionate about the cars - these folks are a genuine pleasure to deal with, and are bought into the Caterham " family ".

It's just a shame that in most other cases the " computer says no " attitude takes over, and there is little attention to their customers needs.

[Odds]

JONSCZ said:

Odds said:

I've just got some warranty work that needs to be done by the factory, then I'll be going elsewhere.

Unless your car is back at the factory awaiting the warranty work atm, then James can do factory warranty work on Caterham's behalf without cost to you. Worth having a chat to him 1st.

Thanks. Unfortunately it is.

[Odds]

F355GTS said:

I'm on my 5th, none of them new and the only contact with aftersales is parts.

It's pretty clear that their position is they're a relatively small company with a mentality that they supply £15k kit cars, which they did 15 to 20 years ago.

Their cars are now significantly more money, often similar cost to proper production sports cars and their customers expect similar service but Caterham won't or cannot deliver that.

Agreed , and it's such a shame.

I was always told that the sales guy sells the first car, but the after sales department sells the 5th and 6th.

Something Caterham should understand.

[Odds]

Odds said:

I'll start by saying that Caterham's are fantastic cars; I don't think any other (4 wheeled) vehicle comes close to driver involvement or the shear sense of fun that a quick Caterham on a sunny day can generate. I'm on my 3rd, and I honestly can't think what I'd replace my current car with other than another Caterham.

However.....

For me, the whole ownership experience is completely undermined by having to deal with Caterham's after sales service. I won't go into specifics on my experience, but in general I find that they are almost impossible to speak with on the phone, unaware of what work has been or is being undertaken, lacking any sense of urgency around completing the required work and seemingly completely unconcerned about the needs of their customers.

I spent a significant amount of money on a car with Caterham, and the service I recieve from after sales is diabolical. Spending similar ( or lesser ) amounts from main stream manufacturers yields a MUCH higher level of service.

Are my expectations wrong ? Am I just unlucky ? Or is it really this bad ?

Edited by Odds on Friday 26th May 18:26

Thanks for all the replies guys.

My experience continues to decline to the point where it feels like Caterham "Customer Service" are actively doing all that they can to try an lose me as customer.

Any advice on how better to deal with them, much appreciated.