STeve

iTrader: (11)

For any business to act in the way they have has not only let down the owner of the car concerned but the entire subaru related community, A trusted supposed reputable official trader of the brand treating a customers car in this way in beyond not acceptable, a bond has been broken and that will no doubt cost them much money in lost customers and I see no way of repairing this a bit like finding your mrs doing the deed with your best mate, did nobody in the garage have enough sense to even think how can we road test a car if the roads are so bad a land rover would struggle, the garage owners synopsis of what happened is totally blinkered even after proof was presented and is a very poor example customer related service skills & business attitude, The customer from the south east was standing in a garage full of staff in a yard in northern town would be intimadated and retreating from that garage to seek advice and then act on it would be the best way forward,

Ok question- did the garage do as customer claimed ?, answer Yes so unless you have shares in SC or are hoping for some sort of discount from them they are bang to rights, for the record all companys make mistakes its life, but its how you handle them is what makes them good or bad and they handled it very bad and still are.




great amount of work indeed very clever

Pitbull69

Apparantly he showed them the video the 1st time he went back, but they wasnt interested and just shrugged it off, when the guy got home he realised the video had sound and so made it even worse,

I think the clinic has had plenty of time to sort this properly but they would rather be cocky and try and belittle the owner, not the way a honest business operates in my eyes,

dojj

iTrader: (3)

can you imagine the lynch mob if this had happened with a ford tuner?

and now many guys are going to go back to them knowing they have to deal with "THAT" road?

i'm not sure there will be a road back the way things have gone, i've had my problems in the past with a garage, and while it did turn a bit nasty, when it was all said and done about 2 weeks later things sorted themselves out

lets just hope that if things HAVE been sorted the owner who's posted the footage is big enough to tell that side of the story too

T4onYB

iTrader: (1)

Brings back memorys this thread when jamsport totally bolloxed up my frs mk2 after getting their hands on my engine and telling me it must be my driving, took car to scc they corrected all jamcocks fuck ups and car was sorted, feel for scooby owner big time

cossynut2

The thing is most garages these days rely a lot on their customers telling others how good the place was, how well they were treated and Most importantly how the garage sorted out a problem if one came up. With social media being what it is and the truth also getting " embellished " before you know it your customer bank can start to shrink rapidly. Genuine problems need sorting out asap what ever it takes.

dojj

iTrader: (3)

just look at ebay as an example, if you get shit feedback you ain't gonna get many customers

nowadays most ebay companies send a little bit of paper with the product (i've had 2 today) saying that if there are any problems with the order to please contact them (and they give out email addresses and phone numbers) and they will attempt to resolve the issues as soon as possible to my satisfaction rather than to leave negative feedback

and one of them is in germany so just imagine the costs associated with posting something from there to here?

reputations are reputations, once things are sorted and you have everything done and dusted, no one is going to look at you and say "i won't be dealing with them again, they have really shitty customer service" when you have a write up that goes along the lines of "my car was fucked by one of their mechanics, but they called me to tell me and fixed it out of their own pocket and gave me a free loan car to cover the hassle, gee whizz and golly gosh, how wonderful was that, i only went in for a light bulb"?

STeve

iTrader: (11)

Dojj may I nudge your memory and point you to what happened at Power engineering a few years back when they fooked up reconnecting hoses on many cosworths we had on dyno that day ?, although they acted fast and dan apologised on behalf on PE to all concerned it tarnished their reputation and many never went back as a result and cost them plenty of business and now their dyno has gone

cossynut2

As I said if there is a problem its how well the garage handles it which is so important if they want their business to move on.Reputation is every thing these days and with facebook etc the word spreads quicker than a bushfire!

Carlos-Titx

Can't believe the garage owner said you could clearly see he was trying to avoid the pot holes funny guy!

You have to treat customers well and loyalty pays.

I've had a garage damage a part in my car in the past. No biggy, these things can happen and repaired free of charge without even asking for them to.

Things like that go a long way and I always tell people to use this garage.

If it was a case of "oh well, it wasn't us" then different story.

Especially with enthusiasts as they really do want a trust worthy garage that know what they are doing.

dojj

iTrader: (3)

Steve was thinking he was going to need a new engine and they offered him a set of plugs or something yes?
But as soon as there was an issue they were doing something about it, in the long run its a number of things that has hurt them but that didn't help

The problem with any company that traded in its reputation is that as soon as things go wrong one person can ruin you, even if the 100,000 customers you've had who were happy all have you glowing reports

As an example I broke the screen in my phone and went to Apple to get it fixed, is seen within 30 second of walking into the store, I spent a few minutes in the next queue before being asked to return in 30 minutes, then I sat around for another 20 for my time (I could have had a text alert when i was ready to be seen but I declined) my walk in appointment was 5 minutes late, buy the person who I spoke to did everything I expected them to do in a totally professional manner, is given a time to collect my phone, 3 hours, and when I arrived sunshine was waiting for me to tell me they were running late and it would be another 20 minutes or so, and when the guy came out with my phone he made sure that everything was spot on before he asked me to sign and then asked for payment

All the way through, not only was I thinking, "if they can't fix it what am I going to do?" But also "is this phone with the money they want for it?"

At the end, I was willing to pay the price because the service was excellent, and if it wasn't I would have been very surprised due to the reputation of the company

But as I was waiting, a woman came in and was yelling that she wanted her phone fixed there and then as she had paid a lot of money for it and her daughter had broken it

She was politely told that there was no time to see her that day but they could keep the phone and look at it as soon as possible

She wasn't having any of that and it turned into a bit of a nightmare, a point I made when I had the feedback email from the store

But she will still moan to everyone that her Ł600 phone, which her daughter broke, wasn't fixed and who knows what will happen?

But video evidence in the drivers case you can't argue against, people aren't going to go back

In another thread someone has said it's a long drive to a particular tuner so they don't make it as often, they still go though so their rep must be awesome

We can discuss this till the views come home, but if I was a Scooby owner I would hesitate to call them, unless I lived on that farm

Carlos-Titx

Think the furthest I know of a customer using a certain tuner in the uk is Hong Kong! Lol.

Now thats loyalty and trust.

STeve

iTrader: (11)

yes dojj thats it, although Dan was quick to act on behalf of PE but with a half arsed offer of a set of spark plugs and it possibly ending up in court action over a 400hp YB engine it never went down well and for good reason, in this day and age of the internet skeletons pop out of the closet all the time, moral of the story is in business customer is always right until proven otherwise

Fullflush

I hope they go broke

Chopshop85

iTrader: (4)

I think it is unfair that the actions of a poor employee could potentially damage the company and threaten others jobs. Also people leaving voicemails, bad online reviews, emails etc is just pathetic.

However, it's being handled very poorly. Some of the companies responses on facebook are jaw dropping.

Carlos-Titx

But all could have been avoided if he acted in the way you'd expect.

Fullflush

The owner of the place has a chance to respond in the correct way to safeguard his business and the jobs of those employed

His response was utterly disrespectful to both the customer and in turn to the rest of the people that work there.

natehall

iTrader: (2)

Customer service is the easiest thing to get wrong, and the hardest to get right..

ok we sell low value goods, but at the end of the day aim for 100% customer satisfaction. we have resent goods regularly to ensure our customers get them, and receive a lot of good feedback from our customers Via Text/email etc.

Have only had one customer ive not been able to help I can think off in the past 18 months, however as I couldnt get a word in edgeways to ask her order number or name before she hung up, I was struggling to even get the basics

Carlos-Titx

That's another angle as well.
This wasn't some old Doris that got ripped off by a local garage with an oil change.

A guy who loves and spent a lot of money on his cars using a garage with a great rep and specialist knowledge.

Im no expert but it's a bit of a niche market that must take years to get into and build a rep. Surely you'd want to protect all that investment with an open mind on complaints.

Even if a customers a cunt you should step back and look into it and sort it as calmly and best you can.

natehall

iTrader: (2)

Exactly my point, why Risk your reputation you will have invested years and years for for the sake of one bad job - the least you can do in customer service would be to take the complainer to your office, view the footage there, and deal with the matter swiftly and promptly.

Also if I was them, I would have a set route for testing X,Y and Z using the best condition roads available to them, with only certain Senior team members authorised to drive, I would also ensure there was at least one safe path in and out.

Surely the cost of repairing the road would be less than the damage to the reputation.

Cossy Mike

iTrader: (4)

Thing is, even if SC were to come back no and offer to repair the guys car and give him freebies, waive the bill etc. The damage is already done.

Any goodwill gesture at this point will simply be because of the bad feedback in the media/websites etc.

muz

It sounds like, in the garages opinion, the bloke was a bit of a pain in the arse so the disgruntled mechanics decided to take it out on his car. It certainly looks to me, in my opinion of course, that they were deliberately steering into potholes.

natehall

iTrader: (2)

we both have the same opinion on the video!

natehall

iTrader: (2)

Yes that is true.. But your options..

1. Hold your hands up, say we made a mistake and the mechanic is no longer with us and we will do everything we can do to put the guys car back to the condition in which it was left with us originally plus fixing the fault (he's already fixed this - sticking piston on a brake caliper), at our expense. We will also put in place procedures to prevent this happening again including running a dash cam in ALL test drives and releasing the footage to the customer on CD on handing the car back.

2. Ride the storm, and hope we still have customers after it.

there is only one option I would do if I was them, but then I value my customers

Sp3no

iTrader: (1)

I once purchased a rebuilt engine from them, sold as seen jobbie. The whole thing had to be rebuilt at massive cost as the bottom end went and then 400miles into the running in period the bottom end went again!!. Never found out exactly what was wrong with it but took a new block and crank to fix it

Psycho Warren

iTrader: (5)

Even if the customer was a cunt, the mechanic was a bigger cunt for trying to ruin his car like that.

Sinbad

iTrader: (1)

Another one in todays paper.


Tech caught road testing a customers car at 106mph, he had a tracker device. Customer complained and the garage made things correct straight away.

fuzzy

What did they do to make it correct right away?

Oranoco

Bummed him.

stevieturbo

Did they just take his word or did they want the evidence ?

And did teh driver admit liability ?

Glenn_

iTrader: (1)

It wasnt a Audi Q7 V12 was it????

Sniffle

iTrader: (1)

I think it was, ain't they very rare as in less than 100 made?

Glenn_

iTrader: (1)

It happended at a local garage near where i live.

McGoo 69

glad ive come on passionford today as i havnt been on in a while and I havnt noticed this thread on scooby net!

Ive recently bought a scoob and have spoke to scooby clinic about having work done, they were rude and unprofessional on the phone so decided not to bother with them

Ive since found out there more of a breaker than a specialist! and looking at that footage they are definitely not a specialist outfit and there premises looks like an ex scrap yard!

Since having my scoob ive met a few scooby owners who have told me to avoid them!

Shocking service by them and I will now be checking whats gone down over on scooby net!

dojj

iTrader: (3)

the service it went in for he got for free, plus he said there was a dent in the door that wasn't there when it went in, that got done for free too

and as an added bonus they gave him his NEXT service for free too

then he went back 5 weeks later saying that they'd also kerb'd a rim and they politely told him to fuck off

Eigdoog

Audi Q7 V12

http://www.dailymail.co.uk/news/arti...d-service.html

cossynut2

The state of the access roads is suprising, it would put me off straight away before anything else.If you had an immaculate show car would you want to drive it down a road like that? If the garage I take my Cossy to had a road like that I would be well pissed off.