Dear Mr Gould
Thank you for your letter dated 15 September 2008 regarding the potential cost of diagnosis and levels of service you have received from our dealer network.
I am disappointed to hear of the problems that you have experienced when your Renault Clio was booked into our dealer network for investigations. I do appreciate the disappointment and the inconvenience caused regarding these matters and can clearly see the upset that has been caused to you. We are always looking at where we can improve on the levels of service we offer our customers. Your feedback can only continue to help us monitor the quality of the after sales care that we offer our customers.
At Renault UK, customer satisfaction is of paramount importance and it is always disappointing to hear of a customer receiving a negative experience. As a responsible manufacturer, Renault UK and Renault France invest significant resource in the manufacture and quality control area of our business including the provision menu pricing of specific work which may need to be undertaken on customers vehicles outside of the warranty period.
Renault UK in conjunction with our colleagues at Renault SA strive to ensure all our vehicles are designed to provide the least amount of inconvenience to our customers, although we accept there will be from time to time occurrences where we are unable to influence outside conditions, that may cause your vehicle to require replacement parts fitted sooner than we would have generally anticipated. When such failures occur, our dealer networks are happy to quote for work to be undertaken on customers vehicles. The prices that were quoted, we believe are to be fair and competitive for the type of diagnosis work that is required for an authorises Renault dealer.
Renault UK will offer guidance to our network relating to pricing strategies, however, whilst we invest considerable amounts of money on our dealer network, they are ultimately responsible for their own actions as franchise businesses, our networks of dealers are individual businesses responsible for their own operations, service levels, finances and business decisions. It is though disappointing to read that you were able to arrange for an alternative quote at a vastly reduced cost outside of our network.
It is extremely regrettable that this matter has led to such a loss of confidence in Renault UK. We appreciate that you are a loyal customer and are committed to providing the highest level of customer service. Your feedback can only help us improve upon areas in which we are currently letting our customers down.
If you have any further questions regarding this or any other matter, please contact me on free phone customer service number 0800 072 33 72.
Yours sincerely
David Mullins, Customer Relations Manager
