negative comments toward other marques

[The G Man]

So in return for having a damaged car, having it sent away for repair twice and having a decent area of the paintwork not fully match the rest (there are still differences in one side to the other noticeable now), I have received precisely ZERO from Jaguar or Hatfields in compensation, not even an offer of a cut price service, never mind any actual compensation.

 

My 370 goes in on Monday for the bonnet to be re-sprayed, due to a manufacturing fault( a few spots of dust that was sprayed over at the factory) and a mark on the roof due IMO, to an over zealous valeter on prep before I picked the car up.

 

I'm still struggling as to whether I let the dealer loose on the paintwork, do they have the facility and knowhow to repair this "self healing" paint?, will the paint match be perfect? (I'm expecting it to be), if it's not, how much hassle will I go through to get it right? etc etc etc.

 

These niggles are borne of the fact that I identified these problems within the first two weeks of ownership (amazing what you can discover by detailing your car), along with a busted B Pillar trim external. The dealership in question took the relevant photos and apparantly sent them of to Nissan for Warranty approval, they also ordered the B Pillar part.

 

I heard nothing, nada, zilch from them until one day they called out the blue with "Does your pillar trim have a light?", no says I it's an external part, "Oh, we've ordered the wrong part", "Have you approval from Nissan re the paintwork issue?" I asked, "What paintwork issue?"!!!WTF!!

 

So as you can see I'm not overly confident on this with this dealership! It's actually putting me off the car!

 

What, sometimes, should be a simple piece of customer PR, "yes sir, no problem sir, we'll fix that", turns into a major drama and can destroy your faith in a mark. I've had it with Mazda, Seat and BMW as well, with varying degrees of contempt, but I would say, for every unhappy customer, there'll be thousands of satisfied ones.

 

I also agree that on other car forums, there is varying degrees of "moderation" and on others, like this one, it's fairly open. Sometimes owners of "new" cars join these forums because they have a problem, and invariably a whole lot of threads are started, that to an "outsider", would make it seem that, the particular mark is riddled with trouble.

 

Anyway, my tuppence worth and the Jury is still out at the moment on the Nissan dealership that I've bought from.

[Chesterfield]

True - people will go out of their way to post on a forum about something negative. Certainly more effort will be taken to let people know of your dissatisfaction instead of your satisfaction.

[Husky]

So in return for having a damaged car, having it sent away for repair twice and having a decent area of the paintwork not fully match the rest (there are still differences in one side to the other noticeable now), I have received precisely ZERO from Jaguar or Hatfields in compensation, not even an offer of a cut price service, never mind any actual compensation.

 

My 370 goes in on Monday for the bonnet to be re-sprayed, due to a manufacturing fault( a few spots of dust that was sprayed over at t.................................................................

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.................................................................................ers of "new" cars join these forums because they have a problem, and invariably a whole lot of threads are started, that to an "outsider", would make it seem that, the particular mark is riddled with trouble.

 

Anyway, my tuppence worth and the Jury is still out at the moment on the Nissan dealership that I've bought from.

 

This sounds very familiar and is basically what i'm meaning, this experience is close to the kind of problems chris has had with his Jag, every brand has them so it seems silly to me to have one of them singled out above all others as the running joke.

[Stew]

But the running joke is just that. A joke.

 

We all know that Nissan have as many issues as any other manufacturer.

[Chesterfield]

At least he knows its a manufacturing fault, so someone has taken responsibility for it.

 

Its also not taken solicitiors letters to his dealer to get stuff reasonably sorted as far as Im aware. And we are yet to see if the paint comes back to a satisfactory standard.

 

Jaguar/Hatfields repaired my car once, and it was unsatisfactory - it had ripples in the paint and after a short while it went opaque. They then took it away for "inspection" while I pursued legal action for adequate compensation or a replacement, as under my statutory rights they had undertaken a repair and failed to provide the quality repair as advised.

 

During this "inspection" to determine what the problem was - they actually took it upon themselves to undertake yet another repair, which was NOT the agreement and contrary to my request that NO further repair action be undertaken as I was pursuing my legal right for refund or replacement (I even threw in the adequate compensation option for them too).

 

They then wrote back via their solicitors saying the repair was of satisfactory standard, making no referrence to the fact it was a second repair and that this was performed despite my explicit request to not touch the vehicle any further.

 

The paint to this day is now different on one side than the other.

 

So while it is similar, it is not quite yet up to (or down to) the treatment I received from JLR and their authorised dealer. To be honest the dealer acted like some stereotypical back street afair and JLR apparently couldnt give a toss.

[Ekona]

It's all with how you're dealt with when you do have an issue. Case in point: My 911.

 

Picked it up from the dealership, really excited, drove it home and could immediately feel that the alignment was a mile out. Due to the trackday I had booked the following weekend I didn't have time to take it back to the OPC so decided to ring a local specialist and find out who he used for alignments and stuff. Long story short I got it all sorted out myself back to factory spec for £90 which was a bargain and the guy did a fantastic job. I told (not complained) the OPC who apologised profusely and I left it with him. Got a phonecall back a day later offering me a free trackday at Silverstone driving any Porsche I want, all on their cost.

 

 

Now that is what I call good service. A dodgy alignment I can live with (although it shouldn't be happening on a car costing that much), but having made good they've ensured that I'm now telling the world what great service you get from them. It's the making up that counts for me.

[Husky]

During this "inspection" to determine what the problem was - they actually took it upon themselves to undertake yet another repair, which was NOT the agreement and contrary to my request that NO further repair action be undertaken as I was pursuing my legal right for refund or replacement (I even threw in the adequate compensation option for them too).

 

that bit scares me the fact they did work without your authorisation

[Chesterfield]

Yes - they did. I expicitly told them I did not want the car touching as I was taking this further.

 

They then took until 2 minutes to 5 on the last day my solicitor had given them to write back effectively saying the repair was fine and I should collect the car at my earliest convenience. Its still not right, but I cant be bothered to waste any more time chasing rainbows.

 

The fact that Jaguar are happy to have companies that act in this manner selling their product, also speaks volumes for just how much JLR actually care about the aftersales service people get who purchase their product imho.

[rtbiscuit]

It's all with how you're dealt with when you do have an issue. Case in point: My 911.

 

Picked it up from the dealership, really excited, drove it home and could immediately feel that the alignment was a mile out. Due to the trackday I had booked the following weekend I didn't have time to take it back to the OPC so decided to ring a local specialist and find out who he used for alignments and stuff. Long story short I got it all sorted out myself back to factory spec for £90 which was a bargain and the guy did a fantastic job. I told (not complained) the OPC who apologised profusely and I left it with him. Got a phonecall back a day later offering me a free trackday at Silverstone driving any Porsche I want, all on their cost.

 

 

Now that is what I call good service. A dodgy alignment I can live with (although it shouldn't be happening on a car costing that much), but having made good they've ensured that I'm now telling the world what great service you get from them. It's the making up that counts for me.

 

mate that is awesome, i always drive past that set of garages but never really stopped to look.

[Chesterfield]

I agree - the service and "involvement" Ive had from the fezza garage is second to none, bearing in mind I only spent a little more with them and on a used car at that. You wont find me with a bad word to say about that dealership. Even though I purchased a used car, I still got a call from Maranello asking me all sorts of questions about the dealership and how I was treated. Now thats a manufacturer taking an interest in how the dealers service their customers.

[Chris`I]

I agree - the service and "involvement" Ive had from the fezza garage is second to none, bearing in mind I only spent a little more with them and on a used car at that. You wont find me with a bad word to say about that dealership. Even though I purchased a used car, I still got a call from Maranello asking me all sorts of questions about the dealership and how I was treated. Now thats a manufacturer taking an interest in how the dealers service their customers.

Even down at the Nissan level - the service I had from West Way Basingstoke and WLMG Slough are like night and day. Took a test drive with Basingstoke, totally uninterested (but quite attractive) sales woman took me out in the car for a spin. Asked them about this "connect premium", and touch screen update, they knew nothing about it. Told me they'd get back to me, never heard a thing from them again. Did the same at WLMG. Got an call a day later to say they are talking to NMGB about it and will report back. Day later, NMGB email me with the details and answer all my questions. They were very helpful and as such secured the sale of a new 370z. Even yesterday, WLMG gave me a quick call to see how I am getting on with the car and is there anything they can do for me.

 

I reiterate, its very much is up to how good a dealer is, but when they are crap the manufacturer should step in and give them a kick when they are informed of such a crap dealer.

[Ricey]

The best customer service I ever received from from Mercedes on a 7k CLK I bought from them........whilst sat there receiving my best service ever a large Russian gentleman was threatening to eat the children of the Service Manager because of the bill he had just received on his CLC.

 

.........different strokes for different folks.

 

RX8 was the worst build quality car I've ever had but some of the best customer service from Mitchell Mazda in Ellesmere Port I've ever experianced.

 

Mitsubishi on the Lancer - best build quality......I can only describe their garages as 'the place where car salemen go to die'. I swear its like an elephant graveyard in the Sandycroft one.

[R35LEE]

I would agree about the RX8 build quality..... Totally crap! Soooooo many electrical faults too

I don't think faults with the zed are all that bad or expensive really. Overall build quality is good with little or no rattles and everything is easy to work on. Compare that with issues with Porsche 996 non turbo engines and any Mercedes and it puts things in perspective I think.

 

Most common Zed issues I see:

1. window motors.

2. Bose HU

3. Gear Box

4. Soft top issues

5. C.V joints

6. Wheel bearings - fair wear and tear

[martinmac]

No mention of roof motors Lee.

 

One of my favourite stories is from a friend who took her Merc into the local dealer to have a warranty isse sorted out. We live in a farming village, she breeds sheep, she was a bit scruffy.

 

While she was waiting to collect the car the receptionist asked he to leave without inquiring what she was there for. She even threatened to call the police if she didnt go. Her face must have been rather red when the service manager walked in with the keys.

[R35LEE]

Mercedes S-Class has approx 126 modules that can go wrong so imagine the fun you can have fault finding when something goes wrong! Great cars while they are working though

[Stew]

Mercedes S-Class has approx 126 modules that can go wrong so imagine the fun you can have fault finding when something goes wrong! Great cars while they are working though

 

And the coolest dash instruments bar the Lexus LFA.

 

 

 

Best Customer Service I've recieved was with Lexus. Nothing was too much trouble. The car only had one issue and that was a channel of the integrated amp blowing when the car was 8 months out of warranty. I was going away foe a few weeks the day after it happened. I called the dealership and said I'd be going away so would book it in for when I was back. It was no problem, they'd pick the car up and drop it off for me when it was finished. I accepted that and said to them to leave the bill with my Mum (My Dad had bought an RX at this point and the guy at the dealer had sold dad an E Class when he worked for Merc so he knew us.) Anyway, I arrived home. Bottle of Lexus branded Red wine and a Lexus branded Golf towel and 6 Lexus golf balls were dropped off with the keys. No bill. I called when I got home. 'Don't worry Stewart, it's covered.'

 

Yep, that'll do!

 

My Dads RX was recalled, he ended up playing golf at St Andrews and all sorts for the 'inconvenience' that was non existant!

[Chris`I]

Mercedes S-Class has approx 126 modules that can go wrong so imagine the fun you can have fault finding when something goes wrong! Great cars while they are working though

Had a quick look through the AV section of the 370z manual today - theres quite a few in there

[Husky]

the best service i recieved was skoda, i mean absolutely perfect, did lots of stuff for free, slotted me in before everyone else.

 

I bought some tyres online once, brought them in and asked them to fit them, they took the car in straight away and put them on. While i was sitting there a customer went up to the desk to ask why his car was late and they told him they had a car in with a "dangerous tyre that needed sorted first" they were in no way dangerous they were just being nice to me

 

when i came to sell the car i told them it had a hard life and could they turn the engine light off so i could sell it to a rival garage, they were more than happy, infact now i think of it, it was their suggestion!