Bad or could try harder

Post by **Lyndon** » Wed Jan 02, 2002 4:31 pm

Hi all,

Put all your Peugeot dealers here that could try harder at customer care or other matters.

rob · Post by **rob** » Wed Jan 02, 2002 8:32 pm

In this section please always preceed you comments with:

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THIS IS MY OWN PERSONAL OPINION AND IN NO WAY REPRESENTS THE THOUGHTS OF THIS SITE, ITS CREATORS OR USERS.
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This way none of us should get sued.

[ This Message was edited by: rob on 2002-01-02 19:39 ]

rob · Post by **rob** » Wed Jan 02, 2002 8:43 pm

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THIS IS MY OWN PERSONAL OPINION AND IN NO WAY REPRESENTS THE THOUGHTS OF THIS SITE, ITS CREATORS OR USERS.
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DEALER NAME: Co-oP
LOCATION: Alfreton
TEL NO : 01773
ASK FOR : NOBODY

Derek · Post by **Derek** » Wed Jan 02, 2002 11:56 pm

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THIS IS MY OWN PERSONAL OPINION AND IN NO WAY REPRESENTS THE THOUGHTS OF THIS SITE, ITS CREATORS OR USERS.
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DEALER NAME: Arnold Clark Peugeot
LOCATION: Lochrin Place, Edinburgh
TEL NO : 0131 229 8911
SALES DEPT : Can't be faulted
SERVICE DEPT: 100% incompetent and rate 0/10 for Customer Care skills

UPDATE 23/1/02: Making an effort to make up for their past mistakes. I will post the results here.

UPDATE 22/2/02: New General Manager working to change image of dealership with regards to customer care. CC has been rejected and is being replaced - see discussion / rejection success.

Also see new comments in good dealers section.

[ This Message was edited by: Derek on 2002-02-22 12:20 ]

Freedive · Post by **Freedive** » Sun Jan 06, 2002 7:03 pm

THIS IS MY OWN PERSONAL OPINION AND IN NO WAY REPRESENTS THE THOUGHTS OF THIS SITE, ITS CREATORS OR USERS.

DEALER NAME: Brian Whiteside Peugeot
LOCATION: The Quay, Poole, Dorset.
TEL NO :
SALES DEPT : How long have you got. Expert at sending finance documents to wrong finance company, forget to tell you until you get a letter from said finance company threating you with court action. Then they sent a confirmation letter without a stamp, I have to go to post office and pay 50 pence for the privilage of reading it. Plenty more beside but I'll stop moaning now.
SERVICE DEPT: Been in 7 times for a boot lock problem, + 2 times for warranty recalls. However the service bloke, we shall call him Bill, is an absolute star! (If it wasn't for him I would have taken my business elsewhere long ago.)

Score:
Brian Whiteside Peugeot 0/10
Bill 'service bloke' 10/10

Freedive · Post by **Freedive** » Mon Apr 08, 2002 9:03 pm

THIS IS MY OWN PERSONAL OPINION AND IN NO WAY REPRESENTS THE THOUGHTS OF THIS SITE, ITS CREATORS OR USERS.

DEALER NAME: Brian Whiteside Peugeot
LOCATION: The Quay, Poole, Dorset.
Comment : Still Sh1te.

M275 · Post by **M275** » Wed Apr 10, 2002 2:45 pm

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THIS IS MY OWN PERSONAL OPINION AND IN NO WAY REPRESENTS THE THOUGHTS OF THIS SITE, ITS CREATORS OR USERS.
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They lost my Number (twice now) (Hmmm right - an excuse I think)

I'm Still awaiting a call back regarding my paintwork (3 days now theyve said theyd ring)

A "Cant really be a***d" attitude.

Perry's Peugeot
Farlington, Portsmouth

M275 · Post by **M275** » Wed Apr 10, 2002 2:47 pm

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THIS IS MY OWN PERSONAL OPINION AND IN NO WAY REPRESENTS THE THOUGHTS OF THIS SITE, ITS CREATORS OR USERS.
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And to the GOOD

Jamie in Charters Alton.

Bloody brilliant. Excellent service, bodyshop man looked at the paint problem and mechanic came and checked out the manual release for the roof (as its missing) car is booked in for 1st May.

:Â¬)

M

mikeya · Post by **mikeya** » Sun Apr 21, 2002 12:18 pm

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THIS IS MY OWN PERSONAL OPINION AND IN NO WAY REPRESENTS THE THOUGHTS OF THIS SITE, ITS CREATORS OR USERS.
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Birtwistle of Northwich, bad, VERY bad. Where do I start?!

My 206 CC has been there a total of 44 days in 5 months, and continues to have problems. Took me nearly two months to convince them that an auto box that does not kick down might in fact be faulty, then 5 weeks for them to fix it!! I now have back a fault which occurred the day after I collected my car. (Though not from Birtwistle, from jamjar,com. See page 61 of May What Car? for an interesting read). Birtwistle do not ring back, do not keep you informed, and now say they cannot take the car in for 6 weeks as their 'computer is faulty'. I get the impression their senior mechanic, Rob Antrobus, seems to be sulking 'cos he doesn't seem to want to talk to us and appears to hide when my wife arrives at the service desk. Am currently driving around with a sign in the car which is NOT a good advert for them! I have no written service records from them, (they have been promising this for 3 weeks now) even though the car has cut out 3 times with loss of power steering and brakes, plus, you can't bump start an auto. Rob told me we would not loose power steering as this was electric. This statement has been proved to be incorrect.

To add to this Birtwistle have admitted their falure to fix my car IN WRITING! and have recommended I try another dealer! Copies of the letter sent with pleasure!

This is the contents of letter from Birtwistle::

Dear

Having recently received communications from Peugeot customer relations
regarding your Peugeot 206 Coupe Cabriolet we feel that we have exhausted
all our capabilities of rectifying the problems with your vehicle.

We also feel that it maybe in your own interest to try another Peugeot outlet
to see whether they may be able to resolve the problem on your vehicle.
Failing this I advise you to take the matter up with `Jamjar.com' the supplier
of your vehicle.

We are sorry that our efforts were insufficient to your needs and hope that
the problem you are experiencing may be resolved shortly.

Yours Sincerely

A B Gatley
Service Manager

Cc-Joanne George (Peugeot customer relations)
Tom Brown (Dealer Principal, Birtwisle)

[ This Message was edited by: mikeya on 2002-05-21 19:17 ]

M275 · Post by **M275** » Wed Apr 24, 2002 2:43 pm

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THIS IS MY OWN PERSONAL OPINION AND IN NO WAY REPRESENTS THE THOUGHTS OF THIS SITE, ITS CREATORS OR USERS.
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This is a copy of an email I have sent to PERRYS PEUGEOT FARLINGTON PORTSMOUTH regarding the service I have received from them. I have "XXXXX"'d out parts I wish to keep private (names/registrations etc) but the note is unaltered.

XXXXXXX.

Regarding the note below from Frazer, I would like to give you some more information regarding my problem.

My Name is XXXXXXXX, I own a Peugeot 206 CC whose registration was "XXXXXX" but is now "XXXXXX".

I recently bought the car in to see your warranty manager as I had some paint problems on my bonnet (paint cracking) and on the rear where the roof retracts into the boot (paint rubbed off due to roof retraction mechanism). Also the manual release toggle was missing and one of the interior vents had broken.

I can not remember the name of the person but at the time, he had a bad cough/cold and seemed to be the only person dealing with warranty issues. I'm pretty sure it was the 5th of April if not the week before.

I came in at the time requested and found that the person I was due to meet was not in. After the staff looked and put out numerous calls out for him he appreared (about 15 mins) it seems he had been away from the showroom and forgotten our appointment.

I showed him the car and he agreed that the problems could be fixed except the bonnet problem which he said was due to bird excrement. I disagreed as i clean the car weekly and the mark was not on the car (or not to my knowledge) when I purchased it a couple of months earlier. I was told that as Perry's did not have a paint shop it would have to goto a company in Hayling to be fixed and he promised me he would contact me the next day (SAT) with more information and a call from the bodyshop people to organise meeting to discuss the bonnet paint issue.

I did not receive that promised phone call on Sat, Sun or Monday.

I phoned Monday afternoon and Spoke to the same person as Friday. I was told that they had lost my mobile telephone number and had been waiting for me to call. I did think that this was a weak excuse as my details were on the system and I am in the telephone book. I gave my number again and was told that i would receive a call regarding my problem in the very near future.

Three weeks later I am still awaiting that call.

This is not the standard of service I expect from a company such as Perrys'

I have since taken my car to Another Dealer who looked at the car there and then (The Warranty Manager, Parts Manager and Senior Mechanic inspected the car and discussed the problem with me), booked it in and organised a courtesy car for the time it will be in for repair. This dealer has offered me a far superior service to Perrys who i am very dissapointed with.

I hope this explains the issue. If you do wish to contact me then please email me at this address or contact me on my mobile number - I presume you still have this from my last call with your company.

XXXXXXXX

_________________
http://www.m275.com/car

MMMM Dont you just love it!!!

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Additional
Funnily enough I received an email reply on the very same day from Perry's..
Dated 24th April
"Thank you for your e mail. I was sorry to read of the disappointing service you have experienced. I have forwarded a copy of your e mail to our Service Manager to investigate your concerns."

Another week Passed and again I had heard no more
Another email
Dated 30th April
"As a manager within a large organisation I understand the need for good
communication and customer satisfaction.

As your email mentions "I have forwarded a copy of your e mail to our
Service Manager to investigate your concerns. I will be back in contact
soon.". I have heard nothing from the service manager or yourself since that

note was sent - nearly a week ago.

I can only presume that from my original complaint, and the lack of
response, that this is the way that your company operates.
"

And again - a reply on the same day
"I was disappointed to read your e mail today. Allan the Service Manager is
investigating your
concerns and I believe he has been speaking to the member of staff
concerned.

He will be contacting you either directly or by e mail. I am sorry about the
delay but I can assure you we do take complaints very seriously and although
we cant change the past we are always endeavoring to improve for the future.
"

So - am awaiting the servie manager to contact me directly

===============
UPDATE - 3 MAy 2002

Still no update from service manager. So I wrote to Peugoet themselves and got this (nice) reply.

>Date: Fri, 3 May 2002 12:22:20 +0100
>
>Dear XXXXXXXXX
>
>Thank you for your email.
>
>I was very sorry to learn of the difficulties you have experienced getting
>work carried out at Perrys.
>
>At Peugeot, every effort is made to ensure the quality of service provided
>by our dealer network. I can fully appreciate your disappointment following
>the apparent lack of communication. Please accept our apologies regarding
>this matter.
>
>I am pleased to read that your issues have been adequately addressed by
>another local dealer.
>
>We will certainly address this matter internally with Perrys, in an effort
>to ensure it does not occur again.
>
>Once again I apologise for any inconvenience this may have caused, and
>thank you for bringing this matter to our attention.
>
>Regards
>
>Customer Relations
>
======================
ADDITIONAL

======================

I received an Email from Perrys :

With ref to 206 cc paint work defect . please accept my apologies for
Roger my warranty supervisor ,it is unacceptable that he never returned
your calls, this is not typical of xxxxx and as a rule I only have good
reports from customers which he has had dealings with,
at the time Roger was feeling under the weather with a cold this may be
the reason he didn't ring you either way it is unacceptable. Our situation
of not having a body shop requires us to get an estimate prior to any work
being carried which does slows the process.
As stated earlier this is not a typical of way we treat our customers and
I can only hope that if you have any problems in the future you will give
me the opportunity to demonstrate this. Please feel free to contact me
personally regarding this or any other matter.

Unfortunately I did not receive this mail (Can only presume the address was written incorrectly as I have received all other correspondence from another Perrys colleague.

Also - it was not just a paint defect that was the issue here... There was the mechanics of the roof that needed adjusting and the white manual roof release toggle was missing. Nothing has been mentioned about that

I have responded saying that I will not be visitng perrys and I also suggest that anyone else in the area try a different dealer as the service that i have received is sub-standard.

Malcolm

[ This Message was edited by: M275 on 2002-05-08 16:34 ]

mikeya · Post by **mikeya** » Tue May 21, 2002 8:20 pm

Received my car back from Hall's of Warrington having had the BSI (fuse unit?) replaced.

A few days later it fell out onto my wife's legs! Both fixing pegs were found in the door pocket, one of which was broken! This had also gone unnoticed by the 'valeters'.

Update: Asked for the clips to be replaced at the 6 month service. Guess what: they hadn't been ordered! Now awaiting (yawn) call from hall's to say they are in.

[ This Message was edited by: mikeya on 2002-06-04 23:38 ]

Josh · Post by **Josh** » Thu May 23, 2002 6:01 pm

THIS IS MY OWN PERSONAL OPINION AND IN NO WAY REPRESENTS THE THOUGHTS OF THIS SITE, ITS CREATORS OR USERS.
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Dealer Name: MSF Peugeot
Location: Leeds

Problems: Where to begin?

Getting quotes for accessories they have always given prices above other dealers in the area. Managerial staff argue first, realise they were wrong later. They never have the parts in that you need.

If you are near Leeds go to Randersons in Horsforth. They are capable and they are actually interested in giving good customer service.

Stuart · Post by **Stuart** » Mon Jun 10, 2002 10:55 pm

I disagree with the above post, MSF were great to me - even sold me their demonstrator which was exactly what I wanted (before they had taken delivery) and ended up with a Â£1K fine because of it apparently (oh dear !) but thanks to this, I waited 8 days as opposed to everyone elses 16 (or more) weeks ! Thanks Kate

The following is my own opinion, and in no way represents the thoughts of this site, its creators or users.

Marshall Peugeot Peterborough

Complete amateurs, the lot of them. If I could use profanities - I would - EXTENSIVELY ! They are the reason I bought from MSF Leeds, they are also the reason why I use another dealer for servicing and maintenance (30 Miles away). I can provide more detail if required.

Post by **Lyndon** » Wed Jul 10, 2002 6:07 pm

THIS IS MY OWN PERSONAL OPINION AND IN NO WAY REPRESENTS THE THOUGHTS OF THIS SITE, ITS CREATORS OR USERS.
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Dixons of mansfield

buying a car they are your best buddy/friend/mate etc etc, aren't they all ???

the after sales care sucks BIG time, this will be the last time i buy from

Dixons of mansfield

Got to be a mind reader now see post in discussion under 'time slot - anyone'

_________________
Webmaster and Admin - http://www.peugeot206cc.co.uk

[ This Message was edited by: Lyndon on 2002-07-10 17:09 ]

Arjay · Post by **Arjay** » Sat Jul 20, 2002 12:26 pm

Not too impressed with my dealer at the moment - Toomey Peugeot Brentwood.
I ordered a Wind Stop from them on the 18th June and was told I would be phoned when it arrived in about 3 weeks. I chased them on the 9th July and was told that it might arrive on Friday. He said he would phone me.
I chased them again on the 19th July to be told that a the only Wind Stop they had recieved had been sold to another customer and that they only hold ordered items for a week.
I have found, both this time and in past dealings, that this dealer has a allergy to using the phone. Perhaps they are not allowed to run up a phone bill.
I decided to send them an e-mail from the link on their web site. This failed because the e-mail address was wrong, it seems that someone can't spell Peugeot.
All very frustrating. Needless to say I have cancelled the order.