scottR
12-12-2002, 08:58
An interesting approach to customer complaints......
As some of you may know, I have a long-standing complaint against the dealer who sold me my car in March. This involves the well-documented mechanical build fault and misrepresentation of the specification of the vehicle by two of their sales staff.
I was unhappy with the "final" response from the dealer, and wrote to them asking them to reconsider their position. I got no answer.
I then wrote to SEAT asking if they could do anything to help - I received an acknowledgement in early October that they had received the letter. I called them the other day to see if they had any feedback, and was told they had closed the complaint in late October because "the dealer was handling it". Is this what SEAT term handling a complaint - ignoring it?
They stand to lose the servicing and repeat purchase business for at least 4 family/friends to whom they supplied cars on my recommendation, plus the loss of potential new business, and they can't even be bothered to respond to communication......
The case is now with the SMTA (Scottish version of SMMT), and will go to court if necessary.
Word of recommendation, though - for anyone around Glasgow/Ayrshire, I took the car to Bickets in Kilmarnock for it's 10K service, and was very happy with their service.
As some of you may know, I have a long-standing complaint against the dealer who sold me my car in March. This involves the well-documented mechanical build fault and misrepresentation of the specification of the vehicle by two of their sales staff.
I was unhappy with the "final" response from the dealer, and wrote to them asking them to reconsider their position. I got no answer.
I then wrote to SEAT asking if they could do anything to help - I received an acknowledgement in early October that they had received the letter. I called them the other day to see if they had any feedback, and was told they had closed the complaint in late October because "the dealer was handling it". Is this what SEAT term handling a complaint - ignoring it?
They stand to lose the servicing and repeat purchase business for at least 4 family/friends to whom they supplied cars on my recommendation, plus the loss of potential new business, and they can't even be bothered to respond to communication......
The case is now with the SMTA (Scottish version of SMMT), and will go to court if necessary.
Word of recommendation, though - for anyone around Glasgow/Ayrshire, I took the car to Bickets in Kilmarnock for it's 10K service, and was very happy with their service.