Customer service from garage

WE have always had very good relationships with our local garage. One always left the part he replaced in the car so that DH could see that it needed replacing. When DC had their first elderly cars and little money he would, where possible always source new parts from a scrap yard, in order to save them money.

Recently our garage owner invited us to his wedding!

I took my Fiat Panda back to the main dealer because I thought there might be a problem with the accelerator. It turned out that there was nothing wrong, but they had found that the brakes needed replacing and the handbrake cable was very stretched. This was a car they had MOTd 4 months before, just before they sold it to me! I took it to the man who normally does our repairs and he said the brakes were fine. It went through 3 MOTs before they needed any work!

On the other hand we once had a Saab 900 that needed a small plastic tube replaced (can't remember what it's function was) We ordered a replacement from a Saab main dealer, but when we went to collect it the dealer told us the price was £30 and he hadn't got the nerve to charge us £30 for a piece of plastic. He told us to try DIY shops, where we found exactly what we wanted.

About 60 years ago I was going on holiday with my parents. Halfway to Devon our little Austin 10 broke down. It was Good Friday and everything was closed, but the AA towed us to a little country garage. It turned out to be the head gasket - but where to find a replacement? The garage owner thought he might have one in his shed and, after about an hour delving through the layers of junk, he actually found it. He fitted it for a nominal sum and off we went.

David49 - Some small independent garages do a lot of diagnostics and have the "dealership" tools for many makes of car. The software is expensive, but for the makes that are popular in that area, it makes sense to have them. They're not only needed for advanced diagnostics (most garages will do basic diagnostics these days, even small ones), but to update the service history which on newer cars is done electronically via car's control unit, not via the handbook.

Please use local garages whenever you can. My late, and very lovely, cousin had his own garage and would bend over backwards to help people whenever he could.

One day, a man brought his car in because it needed a repair and when he was told how much it would cost, including labour, his face fell as he couldn’t afford it. My cousin sold him the part he needed and then proceeded to show him how to fit it. They worked side by side, the car owner wielding the tools and my cousin handing them to him. When the car was fixed the man asked how much he owed in labour charges - having already paid for the necessary part. “Nothing”, said my cousin, “ because you fixed it yourself”.

I feel your pain. I just emailed After Sales yesterday re issues over past two years with my car. No reply as yet. I’m not holding my breath. I worked in finance as a senior manager and do not accept less than acceptable customer service either.

We never use the main dealer after we’ve bought a new car, as our local Mercedes dealer staff are awful. In fact our last three cars we used different dealerships showrooms. Any work needing done is done by our own independent garage, who ensures our warranty isn’t affected as he uses branded parts.

In fact when my first DGD was born in 2015, I told the receptionist when I handed the keys over at 8 am I needed the car ready for 4pm as I needed to collect my DS and go pick up the baby seat in order for the baby to brought home the next day. I duly arrived at 3:55 only to be told the car wasn’t ready after waiting another 15-20 minutes I was told the staff were just going to wash the car😡 I had to demand the car be brought Road as the baby shop we’d purchased the baby seat from closed at 5 and my DS walked the 2 miles from his office to meet me. I was then emailed a survey which was returned with low scores as the mechanic failed to secure a seal and the car broke down the next day.

I used to run a sales department and I'd often take any new employees down to the local car dealership where they quickly learned how NOT to interact and behave with customers.
My personal experience has been good and bad over the years, currently bad as I'm claiming warranty on an item that was defective within the first six months. Absolutely near zero correspondence from the dealership although mine is well documented, in order and I've abided by the dealer's own T&C's in seeking assistance. I've had to wait a said number of weeks for them to react but so far nothing. The lack of any correspondence from the dealership won't help their case when this is escalated. It's great to have time in retirement to take this on 😁

Contact Citroën directly. Quote the reference for the extended warranty, service plan and give details of what the garage has told you about the repair. I had a similar issue a few years ago . Car's warranty had finished and a part needed replacing. I contacted the manufacturer direct told them about the regular servicing and low mileage and demanded part should have lasted longer. I had the repair done free of charge (£700). Perhaps you can have someone assist with writing to Citroën. You do need nerves of steel when dealing with garages and manufacturers. Don't give up.

If the vehicle is still under warranty, then it should be repaired without charge. Write to your MP with a copy of the letter to the garage, he/she will help you with this nightmare.

Classic behaviour by a main car dealer,especially Citroen. This is why I never use main dealers. Always use small back street garages with enthusiastic and knowledgeable owners who can work with any marque of car.

When my indicators stopped working the other week I phoned my garage to make an appointment to get it repaired. Phone rang and rang. Tried another department. Same thing happened. So, of course ( which is what you have to do with all companies) I phoned the sales department, who answered straight away. You’ve got the wrong department, says the sales guy. No I haven’t, says I. I’ve got the only department that I know will answer the phone. Will you please put me onto someone from the repairs department. Which he did.

MayBee70

I think they’ve made all the Toyota garages look the same. I also think they’ve made removed the TV’s because they’re just full of depressing news items and they don’t want potential customers to feel downbeat when they walk in. Like most places they seem short staffed.

I did have to take mine in for service at their brand new site all the many staff had desks open to the showroom, waiting to jump on you to sell you something - all those extras you don’t need.

There aren’t many independant dealers these days, just a few large groups that sell many brands, they dont really care about brand loyalty or customer satisfaction because you will buy another brand which they probably sell locally.

If you have a car you have to deal with them, just remember to count your fingers after you shake hands.

I think they’ve made all the Toyota garages look the same. I also think they’ve made removed the TV’s because they’re just full of depressing news items and they don’t want potential customers to feel downbeat when they walk in. Like most places they seem short staffed.

MayBee70

I bought my Yaris new from a local Toyota dealer and have been taking it back there for servicing etc. Up until recently it was all friendly and personal. Spoke to someone who travels hundreds of miles to go to that particular garage because it’s so good. However, we’ve just been told that things like eg a courtesy car when you take your car in for it’s MOT will no longer be free and collection and return of your car if necessary will be charged, too ( the garage recently had to return my car as they didn’t have a necessary part and I had gone on holiday by the time they finally managed to fix it). What they don’t seem to understand is that by removing the personal service I used to receive I’ll now probably go to a garage closer to home. I had assumed that taking it to a dealership would mean that they would have been able to get a replacement part very quickly. On a minor note, we always used to get offered a coffee as soon as we arrived but we now have to ask for one. We went to a sporting event the other day and someone who is usually at the gate had been removed to another post as they ‘knew everybody and chatted too much’. Our dog was upset because she always gets given a biscuit. Thankfully she was looking out for us and sneaked away from her new post to give Winnie a biscuit. There are people sitting in offices making changes that seem to have no idea that their cost cutting plans are actually going to lose them customers. And then, in a few years time they’ll wonder why their profits are down.

Oh!
I just bought a Yaris, not new, and it had to go back for a minor problem.
When I went to collect it, they'd valeted it inside and out, there's a coffee machine which is rather a mystery but helpful staff who rush over to help.

No TV (or I didn't notice one).

I hope

‘B

Always used a local garage - even travelling a few miles more after we moved house.

Once, my fancy sports car was recalled by the manufacturers to the main dealership. What an eye-opener, kicked off by given a BMWseries5 as a courtesy car.
Freshly brewed coffee every 5 minutes, fresh cream cakes and pastries on offer too. A full range of daily newspapers and expensive magazines to peruse, if you didn’t want to watch the enormous B&O television.
It just confirmed why the labour charges are excessive!

I bought my car locally and initially was pleased with the service I received thereafter. However things seem to have changed so now I go direct to a maintenance garage nearby and they are really good. It's very male there but they tell me things straight and explain things and I've been really pleased with the service

I bought my Yaris new from a local Toyota dealer and have been taking it back there for servicing etc. Up until recently it was all friendly and personal. Spoke to someone who travels hundreds of miles to go to that particular garage because it’s so good. However, we’ve just been told that things like eg a courtesy car when you take your car in for it’s MOT will no longer be free and collection and return of your car if necessary will be charged, too ( the garage recently had to return my car as they didn’t have a necessary part and I had gone on holiday by the time they finally managed to fix it). What they don’t seem to understand is that by removing the personal service I used to receive I’ll now probably go to a garage closer to home. I had assumed that taking it to a dealership would mean that they would have been able to get a replacement part very quickly. On a minor note, we always used to get offered a coffee as soon as we arrived but we now have to ask for one. We went to a sporting event the other day and someone who is usually at the gate had been removed to another post as they ‘knew everybody and chatted too much’. Our dog was upset because she always gets given a biscuit. Thankfully she was looking out for us and sneaked away from her new post to give Winnie a biscuit. There are people sitting in offices making changes that seem to have no idea that their cost cutting plans are actually going to lose them customers. And then, in a few years time they’ll wonder why their profits are down.

A harsh way for you to learn Jane we’ve used a local chap for years, he does have access to the diagnostic equipment if required. He’s nearing retirement age though 😧

New cars are so much more complex these days, local garages probably havnt got the latest computer to diagnose faults, so you are often tied to the dealer.

My local garage does servicing, MOT, brakes and suspension but won’t touch electronic problems that need a computer connection.

I stopped using the my skoda dealership when I wanted their advice, they said they would ring me back. I rang them twice, no call back with info. I changed to a small local garage and have had superb service ever since, so much so that I book the service and mot a year in advance. Also within walking distance from home

Needless to say skoda kept ringing me afterwards, `time to buy a new car! and they wanted my sought-after yeti. Call after call and I just let the phone ring, every time

keepingquiet

This is ringing bells for me from years ago (so not new!) when I took my car (could have been Skoda? or maybe Hyundai) to the dealers. They told me the same thing.
I stopped using dealerships years ago- they have you over a barrel with the warranties but it is just an excuse for them to rip you off.
I now use my local garage- great service, always give good advice, very friendly and reliable and very good value for money.

Just go elsewhere and find a decent local place...

That’s interesting, thank you, our son visits a lot of car main dealers as part of his job as a service engineer and has been telling us for some time that they rip people off, we are going to the small garage he has used for some years. We will be discarding the service contract but are keeping the extended warranty as we have found out that Citroens are prone to electrical faults.

Fleur20

I would be sending an abrupt letter to the young ladys boss informing them of her training needs. Her manner alone is losing the business custom and they shoild be made aware of that.
I worked with and for the public all my life and simply will not accept less than good customer service.
I praise as loud as I complain!

I actually looked for the Managing Director’s details yesterday and intend to send him an email informing him of the customer service at this branch of the business. It has upset us both, I lay awake for a long time last night hence the time of my first post.

This is ringing bells for me from years ago (so not new!) when I took my car (could have been Skoda? or maybe Hyundai) to the dealers. They told me the same thing.
I stopped using dealerships years ago- they have you over a barrel with the warranties but it is just an excuse for them to rip you off.
I now use my local garage- great service, always give good advice, very friendly and reliable and very good value for money.

Just go elsewhere and find a decent local place...

A car manufacturer is obliged to maintain parts supply for at least 10 yrs from new, but, if an obscure part is out of stock it may take months to get it delivered.

It’s not just Citroen, Jaguar Land Rover have parts supply problems with waits of 3 months+, not only that but trained technicians are also in short supply