Car trashed by dealer while getting warranty work

Hi folks

tonight I had the worst service experience of my life. Some may recall my earlier posting re the faulty track stripes and TV screen in my SSV.

On Tuesday night I dropped the car into the dealer (won't say which one yet... waiting to see how the handle this) to have the warranty work done. I was travelling interstate, and this would give them until today to get everything completed.

Tonight I arrived to pick up my car... couldn't believe my eyes.

I keep my car immaculate... all the time. Took it in there spotless.... tonight... it was trashed... I haven't seen one of my cars this dirty... ever!

It had obviously been driven along a gravel road... fast... **** all over the rear guards and sprayed up the back.... the kick panels on both side were not only filthy... but scratched from being stood on or kicked by dirty shoes. The floor mats were also flithy. It had insects plastered all over it... as if it had been driven at night... and the front had traffic spray all over it as if it had been tailgating a truck accross the nullabor. I quite honestly felt violated.

Let me put this into perspective. It looks like a mate and I drove it from Adelaide to Melbourne, overnight, in the rain, tailgating trucks, with about 5km of unsealed road thrown in for good measure at high speed... and then, with us getting in and out while on the gravel... dragging our feet across the kick panels. This is NOT an exaggeration.

I went back into the dealership and lost it... took them all out there and said "I am not taking this home". THIS is not my car.

In addition.. it had clocked up about 100km since I left it... and had used 1/4 tank of fuel.

Anyway, they were very appologetic and have given me a loan car and have promised to have it fully detailed on Monday and any damages sorted. I have to say... Anthony the saleman was excellent... and as ****ed of as I am... as was Ted in service. Couldn't do enough for me.

I have told them that what concerns me the most is that some idot has obviously hammered my car... how hard I will never know.

I have said that I want a face to face with the culprit so I can tell them just how f**** up they are (and are going to be if I ever see them on the street) and an audience with the dealer principal so I can express my concerns.

If I get my way the little f***** will get fired.

I suspect it wasn't the dealer.... but the idot from HSVi who picked up the car to replace the track stripes. It should have been put on a truck though... not driven. Why the hell should I pay $30 for fuel + tyres + wear and tear to fix their incompetancies? I suspect that he took his mates for a quick cruise last night.

I want to be compensated for not only the damages, but also the time I have and will waste resolving this.

If they do not comply to all demands I will persue this with my many contacts within the media across Australia and make them famous.... and not for the right reasons.

I feel like making them give me a new car, this is just bull****.

 

Just in the throws of emailing them now.... including a link to this site.

 

I've just realised how I feel... as if someone had stolen my car and thrashed and trashed it. Same feeling of violation and total disregard for someone else's property and pride and joy.

 

Just received a reply from Holden Customer Support.... talk about passing the buck.... read on:

Dear Simon,

Thank you for contacting Holden Customer Assistance.

We are disappointed to note your dissatisfaction with the service you received from the Service Department of ***** and we regret any inconvenience caused as a result. Customer satisfaction is vital in any business and we understand the necessity of offering good and reliable service on every occasion. Please accept our apologies on behalf of the Dealer.

Whilst we are always concerned with this type of feedback, we hope that you can appreciate that Holden's involvement in retail issues such as these is limited due to the contractual agreement in existence between customers and our franchised Dealers.

Therefore, should you wish to pursue this matter we recommend that you contact the Service Manager or Dealer Principle of the Smiths of Port Adelaide as they may be able to assist you further. We thank you for your comments and trust that any future dealings with Holden will be of a more positive nature.


Yours sincerely,

Carolynn ********
Holden Customer Assistance Centre

 

Now here is my reponse:

Thanks for your prompt reply Carolynn.

I do appreciate your need to be careful regarding your involvement with the dealer.. HOWEVER, if this is shown to be the act of an employee of HSVi, which I believe it was, then you will be directly implicated.

That aside, I can tell you as a senior manager of a manufacturing company like yourselves, I do know that if an agent or franchise is recommended as authorised by the manufacturer or distributor, then you are immediately implicated either directly or indirectly as a result of their actions.

A contract between you and your dealer does not exclude you of your legal obligations under the trade practices act 1974.

I personally have been involved in several disputes where the manufacturer has been sited as holding a level of due care to resolve a conflict caused by a dealer, simply because we have listed them as an authorised agent. It is then up to the manufacturer to instigate a separate action against the agent to recoup costs and damages if it is believed necessary.

My experience with this matter is not limited to ******, I also held several senior roles at **** ********* where I had to resolve similar issues.

This is why most legal teams will start at the top of the food chain where there is the most to be gained.

That being said, I will speak with the dealer principal, and service manager to ensure the matter is taken seriously.

If I'm not satisfied with the outcome, I shall use my media influence (particularly interesting as naming right sponsor of the ***** *** - Australia's most significant super car race) to ensure maximum exposure to this unacceptable act of negligence.

Regards



Stand by for the "****... the "so sorry" and flick back onto the dealer didn't work... time to say "I have forwarded you complaint to our Customer Services Manager will investigate the issue further" Then hit the "delete" key

 

not blaming the dealership.... they were as absolutely astonished as I was.... and have/are doing everything they can to help me. They do however, need to learn more attention to detail and check every car before the owners arrive.... and should have either got HSVi to come out in a van... or trucked it to them.

I am certain it was some idiot at HSVi. And not even the fault of of HSVi, but the attitude of 1 disrespectful scum sucking sack of ****.

Either way, I am not taking this laying down.



My best customer service experience was when I owned my Mazda.... and came down wholey and soley to Raph, the service manager at Australian Motors. Nothing was ever too difficult.... and on a couple of situations he went out of his way to push Mazda to do things under warranty (even though it was well and truly out of warranty) that I was happy to pay for.

Car was always washed and vacuumed when I picked it up.

 

Got a call today from the dealer... they are doing all they can... this is definately an HSVi issue.

 

Hey dutchman... that is the best idea... THANKS!