Quote: Originally posted by BobRTE on 13 February 2003
At a busy dealership we see up to 50 customers a day. Most customers turn up all at the same time, normally between 8 AM - 9AM. This puts the receptionist under a great deal of pressure. The customer THINKS they are the only one with thier car booked in on that day, then the 50 customers all turn up at the same time to collect their cars! 4PM - 6PM
Service times keep getting cut back so we have to book more cars in each day to fully load the workshop. That is controlled by Renault and not the dealers.
I think that dealer problems are worsened through them having too many "targets" to meet and mechanics having to complete a certain number of services each day causing them to be overloaded with too many bookings, which, lets face it, often leads to certain areas of the services getting missed out, due to shortage of time.
I have heard of cases where cars have supposed to have been serviced, WHEN THEY HAVE NEVER EVEN MOVED AN INCH from where they were left in the morning!!
Personally I agree with Quentin Wilson, who prefers a good, honest thorough independent garage, who values your custom and where you actually get to speak directly to the technician working on your car and where they are much more thorough because they book in the number of cars they can actually cope with.
Quentin even calls dealers Ali Baba and the 40 thieves and I can remember him running an item about dealers/services etc a while back on Top Gear, by setting up some dealers with services, having left penny coins on tyres. On collecting the serviced cars, the researchers found the pennies still sitting on the tyres!!
Talking of PDIs - we have had several new cars which have obviously not had thorough - if at all - PDIs. Vauxhall are pretty bad and two Calibras and a Cavalier GSi were the worst, a V6 Calibra didnt even have its alarm working, the electric roof wouldnt open, it had over spray on a tyre and side window, where it had obviously had to have a panel re-painted. Another Calibra had to have a new engine through numerous faults, scrathed paintwork, the passenger seat wouldnt budge -I could go on!!
More recently we have got to know a Vauxhall dealer principal socially, who tells us that they often skip PDIs at change of reg time, when they sell most cars. He said that it takes up less time by waiting until a customer finds a fault and has to book it in to be sorted!! Shocking practice when we pay over the odds for our cars!!
Tom.Quote: Originally posted by tomclio1.2 on 14 February 2003
Bob/leigh you must work in the service dept or within renault- do they ever ask you what you think could be done to improve service?
i know they ask me regularly but they never do anything about it.
Quote: Originally posted by Hit&Run on 14 February 2003
Here are my thoughts,
Create a questionnaire that would be sent via e-mail to all club members, also this can be posted on a web page for non-members to contribute. The document should contain member id, Renault garage in question, date of last visit then comments both good and bad. The document should also provide a breakdown of the garages services so members can comment on each of them. For example sales, parts dept, accident repairs, customer service and technicians.
Once the survey has been completed the club can then approach Renault with facts & figures. This is much stronger an argument than gripes and moans, would also highlight bad Renault dealers with proof of sub standard customer service.
A new page could then be created on a web page listing all the good and bad garages, then member’s comments in each case. The club should then target the garages that members report are good for discounts on service and parts.
In my own experience Renault Croydon Coulsdon branch have excelled in resolving the problems with my Clio Sport that are many. On the other hand I would advise members to avoid Renault Bodymatters for accident repairs. On two separate jobs they did not fit the original parts or they failed to fit the parts at all but still charged me for them.