Renault - they've lost me as a future customer

[allygmitchell]

The views expressed in this post are my own. I feel it's only fair to inform potential buyers of the ownership experience I've had with my Renault.

Following on from me sending an official letter of complaint to Renault Customer Services (see ,">www.cliosport.net/forum/showthread.php?t=170569", I've received the following response http://i3.photobucket.com/albums/y99/ (worth reading for the comedy sentence "I hope that your faith in Renault has been restored" - what, with £150 in vouchers and an unsatisfactory telephone conversation with someone who didn't really seem to care less? Yeah right).

As far as I'm concerned, Renault have lost a(nother) future customer - I will NEVER buy another Renault from a dealership unless there's some serious changes in Renault's attitudes towards their customers. THEY JUST DON'T CARE. I don't care if the 197 turns out to be the best drive ever and - as much as I'd like a 225 - there's simply more to car ownership than that for me.

I had a phone call from Customer Services at Renault to on Thursday to "discuss" my letter, although it wasn't much of a discussion. They WON'T give me any extended warranty and they WON'T say what action will be taken with the dealerships involved to prevent reoccurrences with other owner's vehicles. They apologised for the problems and offered me £150 towards the cost of an extended warranty with the dealership as a goodwill gesture, but with a catch: to honour said warranty, I'd have to get the car serviced by an official Renault dealership. I personally see that as insulting: they know I would NEVER trust any official Renault dealership local to me to do ANY work on my car again. Renault Customer Services know this, yet their "compensation" requires me to return to the dealerships where these problems have occurred??? I think they knew what my answer to this would be before they made their offer... (or am I too cynical?). In the end I have been offered £150 in vouchers to be used against products from Renault dealerships, so at least I'll have something to use for spare parts when my car next goes wrong (I'm not in any doubt that it will).

I may not buy another Renault again, but I can see my ownership extending beyond the life of my car's warranty. I still love driving this car and the car communities are the best ( but it's the other aspects of Renault ownership that I hate). At least if something goes wrong outside of warranty from January 2007 onwards I'll take it to the garage of my choice (my father-in-law's) for cheaper repairs rather than be tied to the Renault network!

I'm trying hard not to be too negative about this, but I'm honestly so disappointed that Renault Customer Services care so little about losing a customer who is so enthusiastic about their products.

Ally

[J500ANT]

We had issues with a Scenic years ago, and ended up going to Renault HQ in Swindon and basically camped out there til we went home with a letter saying they were going to replace the car! The replacement was equally unreliable and thank god it was on a 3yr lease.

As for Arnold Clark sucks, just google it and see what comes up!

Edited by J500ANT on Sunday 8th October 22:42

[abarthchris]

im not sure about this but isnt it illegal to tie people in to dealership servicing now? i thought you could get a car serviced anywhere as long as they are VAT registered and they use official manufacturer parts and it wont affect the warranty. may be worth checking out...

sorry to hear about the problems, ive had similar problems with FIAT

[900T-R]

abarthchris said:

im not sure about this but isnt it illegal to tie people in to dealership servicing now?

Correct when we're talking warranty issues - as long as you can prove servicing has been performed by an established workshop as per the manufacturer's recommendations, the factory warranty must stay intact, and conforming to the latest European block exemption regs (1400/2002) pertaining to the motor industry, neither the manufacturer nor there representants may imply or suggest otherwise.

This, however, does not infringe the right of the manufacturer to try and give you incentives to stay within the dealer network - which is what they did you you understand the £150 in vouchers as a 'goodwill' gesture rather than recompensation.

[J500ANT]

And dont forget an extended warranty is infact a mechanical breakdown insurance and the insurance co can set whatever clauses it wants.

[Bada Bing!]

Letter was too jovial, IMO.

[castex]

For jovial read unhinged.

[allygmitchell]

Yeah whatever, that's your viewpoint and you're entitled to it...

Personally if I receive a complaint letter I'm more likely to act favourably if it's something different to the usual trivial, dull, boring list of complaints. Hence my "alternative" angle... ;-)

[castex]

Alternative, certainly. I'm sorry if that sounded rude.
I hope your luck with the car improves

[combemarshal]

Yup, don't think your letter helped your case!!!!

On the bright side, you won't have to drive a Clio again!