BMW 323i Coupe
Hey guys, just thought I'd share my letter of complaint and see what you all thought.
Dear Sir/Madam
I am writing to inform you of my unhappiness with the standard of service I have received from one of your dealerships. I think it is atrocious that I can even call it a service.
I have recently had a problem with my Renault Clio, and so had to cut short a week away to travel back home so that I could have the problem seen to, and to also ensure that I would have the funds to do so.
Before going to my nearest dealership, I looked on the internet for opening times and services to make sure I could be seen. Seeing that the opening time stated 11:00 - 16:00 on a Sunday, I made the 20 mile journey expecting to be seen to. I was turned away, as the Renault Minute service was closed, and was told to come back the next morning.
So the next morning, I travelled another 20 miles to the dealership, and went to the reception of Renault Minute. I was told by a man on this desk that I had to go to the main reception of the dealership and they would book me in. I then went and he took my number and said he would phone me to arrange a booking. As I was aware that Renault Minute offered servicing without an appointment, I went back to the Renault Minute reception to ask questions.
I was given a phone number, told to ring it, where I would be put through to a call centre that would book me in. Again I could not understand this, as the service offered states that servicing is available with no appointment. Yet I was not offered this service, and had to travel around 80 miles, which not only caused an inconvenience to myself, but put my safety at risk as I felt the car was not suitable to drive, and when I asked if I should be driving the car, I was told by a member of staff that it was ok, and this was without any inspection of the car.
After making a phone call to the number provided, I was told I would have to wait until Monday 15th September, and as it was only Monday 8th September at the time of booking, I felt that this was disgraceful for a service that offers no appointment, as well as being a major inconvenience for myself.
Whilst I was seen to, I asked how much I would be looking at for the cost of a diagnostics test, and was told it would amount £82. I feel that this price is outrageous, and it made me consider alternatives as if this testing would cost that much, I would dread to think of how much any repairs would cost me.
I would like to make it aware that I am disgusted with the service provided, and that I have since sought diagnostic testing from another company who specialise in auto electrics, and for this service they provided me with quick service, a competitive price of £35, and have diagnosed the faults.
I feel outraged that a company charging £82 for this service cannot accompany it’s customers with faster service and that Renault has come across as a company that puts profit before customers.
Since writing this letter, I have received a compulsory phone call from Renault to remind me of my booking, and I was left in amazement when the person who phoned me left a message for a Mr Murray. I can understand that mistakes can be made when a booking is made over the phone, but I cannot understand how someone can confuse Gould, with the name Murray, and this further shows that customer service within this company is poor, and I feel that the standard of service needs to be addressed.
I look forward to your response on the comments raised in this letter.
Dear Sir/Madam
I am writing to inform you of my unhappiness with the standard of service I have received from one of your dealerships. I think it is atrocious that I can even call it a service.
I have recently had a problem with my Renault Clio, and so had to cut short a week away to travel back home so that I could have the problem seen to, and to also ensure that I would have the funds to do so.
Before going to my nearest dealership, I looked on the internet for opening times and services to make sure I could be seen. Seeing that the opening time stated 11:00 - 16:00 on a Sunday, I made the 20 mile journey expecting to be seen to. I was turned away, as the Renault Minute service was closed, and was told to come back the next morning.
So the next morning, I travelled another 20 miles to the dealership, and went to the reception of Renault Minute. I was told by a man on this desk that I had to go to the main reception of the dealership and they would book me in. I then went and he took my number and said he would phone me to arrange a booking. As I was aware that Renault Minute offered servicing without an appointment, I went back to the Renault Minute reception to ask questions.
I was given a phone number, told to ring it, where I would be put through to a call centre that would book me in. Again I could not understand this, as the service offered states that servicing is available with no appointment. Yet I was not offered this service, and had to travel around 80 miles, which not only caused an inconvenience to myself, but put my safety at risk as I felt the car was not suitable to drive, and when I asked if I should be driving the car, I was told by a member of staff that it was ok, and this was without any inspection of the car.
After making a phone call to the number provided, I was told I would have to wait until Monday 15th September, and as it was only Monday 8th September at the time of booking, I felt that this was disgraceful for a service that offers no appointment, as well as being a major inconvenience for myself.
Whilst I was seen to, I asked how much I would be looking at for the cost of a diagnostics test, and was told it would amount £82. I feel that this price is outrageous, and it made me consider alternatives as if this testing would cost that much, I would dread to think of how much any repairs would cost me.
I would like to make it aware that I am disgusted with the service provided, and that I have since sought diagnostic testing from another company who specialise in auto electrics, and for this service they provided me with quick service, a competitive price of £35, and have diagnosed the faults.
I feel outraged that a company charging £82 for this service cannot accompany it’s customers with faster service and that Renault has come across as a company that puts profit before customers.
Since writing this letter, I have received a compulsory phone call from Renault to remind me of my booking, and I was left in amazement when the person who phoned me left a message for a Mr Murray. I can understand that mistakes can be made when a booking is made over the phone, but I cannot understand how someone can confuse Gould, with the name Murray, and this further shows that customer service within this company is poor, and I feel that the standard of service needs to be addressed.
I look forward to your response on the comments raised in this letter.
Yours Faithfully
Alex Gould
Alex Gould
watchdog / points of view FTW!!
