25 replies to this topic

[TheRockstar]

I've remained quite calm so far.

I'm a fairly laid back person, I don't shout my mouth off and I'm polite when complaining, but this is getting silly.

The Story so far:

After sending my car back to the dealers 4 times to try and sort the steering pull out, only to have 3 different completely inept dealers attempt to fix it, I eventually gave up and contacted Stu. Stu being the helpful kind of guy he is, put some pressure on and within 2 days my car was back at Luton.

SO.. the car has now been at Luton for 4 weeks.
For the last two weeks I have been told 'its nearly ready - should be back this week'

Customer care cant tell me whats going on and refer me back to the dealer
The dealer is doing his best to find out, but has to deal with the same 'cold front' I get at customer support. When the dealer does speak to technical, he finds out that the technician responsible for my car is not in, because he works shifts, and as such my car sits on its ass for 3 days in every 7.

Customer care tell me this evening that they have' ordered a new starter button, after which they can replace the dash'....

How the hell fitting a new starter button is going to fix the steering pull I've no idea.

Noone can tell me what work has been done on my car
Noone can tell me what work is left to do on my car
Noone can tell me when I'll get my car back, or even if they have fixed the problem.

If I dont get an answer to the following questions before the end of the week, I'm writing to Watchdog, and getting my solicitor to start charging Vauxhall 'rental' for my car.

1. When will my car be back at the dealer
2. What work has been done on the car
3. Has the problem been fixed.

I dont understand why this is so difficult. I've worked in the automotive industry for 14 years. I used to problem solve for Land Rover, and I could have a complet Freelander stripped down to the chassis, rebuilt and fixed within 3 days. I have tartgets to meet in my job, and I Have to give a date when they will be complete, and if I fail, I get hauled over the coals, and dont get my Bonus the next year........

Why is this not the case for Vauxhall?.....



Nick

[CALYPSO_VXT]

This is shocking but of absolutely no suprise to me. Vauxhall have a really abd reputation for customer care. Not sure of the exact legal position here but I believe you probably have strong case to ask for your money back under the sale of goods act. The car is quite obvioulsy not fit for purpose and you have given the company ample time to correct the problems. I also believe you have every right to go and see your car. If it was me I would go to Luton and see exactly what there doing down there. Maybe not your style but I would get someone from the press to go with me and make this as public as I could. If your factual they wont have a leg to stand on. Hope it all works out.

[TheRockstar]

Vauxhall Customer Care is based in Luton, where they have a Technical Cente which deals with all Vauxhall cars... I did suggest taking the car back to Lotus at one point, which was promptly ignored by Customer Care.... What's more irritating than anything (and the Lotus boys will love this) If I had bought a Lotus, I'd now have a Lotus as a courtesy car instead of the Tank/Vectra I have at the moment. The car would also have gone to their 'Ketteringham Hall' customer care facility, which can turn round a complete new suspension set up 'while you wait' in one day and the car gets tested on their test facility so you know it gets sorted. Apparently you can take your car their, and they have a 'customer suite' equipped with phone, fax and email so you can work from their during the day they fix your car.

[Ricky2772]

"customer suite" ?!?...cool.... ....now I want an elise badly... I guess that's one of the bonuses for the "badge" issue... sure enough, if you go shopping for a sportscar thinking "how will they deal with it when mechanical issues WILL arise?"...that would spoil some the fun.... in my country it's unheard of a car being taken back to the headquarters... worst case scenario, they would sent a techie to assist the dealership's monkeys.... each its own, I guess... :ph34r:

Edited by Ricky2772, 14 May 2003 - 07:22 PM.

[rubber]

It's a sad fact but vauxhall just don't care. They takes your money and run. when did you buy the car, as calypso_vxt said surely you can 'give' them the car back as it is not what you paid for. Doesn't meet the purpose for which it was bought. Press is probably top idea, threaten anyone with that and you'll probably find your car was fixed 2 days ago and is ready to be picked up. Really do feel for you but just phone every day and give them sh*t. Hope things are sorted quickly. Ian

[TheRockstar]

It's a sad fact but vauxhall just don't care. They takes your money and run. when did you buy the car, as calypso_vxt said surely you can 'give' them the car back as it is not what you paid for. Doesn't meet the purpose for which it was bought.

I've had the car for 2 1/2 months. So to have it out of my hands for the last month is really, really taking the p*ss.

The car was a second hand one, with 3500 miles on the clock, previously a Vauxhall management car, so you'd think it would have been sorted before they let it go wouldnt you.....

Dont think I can really ask for my money back as the car is second hand, however, I am paying for the car on Vauxhall Finance, so If it doenst get sorted, last resort is, cancel the finance, and let em keep the car. I'll go and buy another.

[rubber]

After you bought the car, how long was it before you reported the fault to them?? Ian

[JimH]

Dont think I can really ask for my money back as the car is second hand, however, I am paying for the car on Vauxhall Finance, so If it doenst get sorted, last resort is, cancel the finance, and let em keep the car. I'll go and buy another.

Aye, you can.

To be honest I wouldn't bother with Watchdog (the risk of meeting Anne Robinson is far too great ). A few quid spent on a decent solicitor can work wonders.

I would be prepared to lay a small bet that were you to visit your car now it would be parked in the same place as it was when it arrived and the discs will have rusted up.

[TheRockstar]

Reported the problem on the day I picked the car up. Wasnt that noticeable on the short tet drive, but after spending a day with the car it was. Had the car back into the dealers the first week, geometry check, no resolution... and so on and so on. I'm giving them to the end of the week.

[rubber]

So on that basis regardless of how long you heve had the car the fault was inspected by them 1 week from delivery. That is the time lapse that counts so you could definately ask for your money back. I'm certain you get a 30 day money back guarantee on anything (don't know for sure). Ian

[Beergut]

Ah , memories !! Rockstar they took mine back to fix a plethora of faults and told me 1 week maybe 2 and offered me a sports exhaust which I refused after spending over 400 quid on petrol just going to the dealer over 7 months. I got the car back about 3 months later in which time I also had a bloody Vectra ( which I crunched twice ! ), 10 days after getting it back the clutch return spring snapped and I wasn't a happy bunny. That was fixed while I drove an Astra and a month later it went again. Suffice to say in compensation I initially ended up with a satnav system but after the second time I told them to stuff it so they gave me 2 grand. Same problem as you, no one knows what the hell is going on, one day it was going to be delivered " tomorrow " then next week, when I threatened to reject it the said they would take me to court as I had agreed the compensation !! Yeh right I didn't even have the bloody car and blew the wasters away. Either reject it now through the finance company ( they have legal title ) or screw them for at least a set of tyres. If I hadn't have been so pissed off with the whole thing I would have held out for more than 2 grand as it would have cost them nearly 7 grand paying back the interest to the finance company. I was told by an insider that the wankers laughed when I left for being so soft. They must have forgotten I put leaflets on all the dealers cars one day telling customers to not buy a Vauxhall, the sales manager called me first thing the next morning Nigel

Edited by Beergut, 14 May 2003 - 08:36 PM.

[amrit]

The sale of goods act isn't always a wise move if significant time has elasped since the fault appeared (even if the car hasn't been with you during this time). From speaking to a Solicitor about this recently I was told a story about a chap who bought a new car which developed major engine trouble within a week of purchase. However, he was ill at the time and chose not to do anything for a few weeks. Once the matter entered court he was told that he left it too late to reject the car. Apparently the car was repaired in the end and he had to accept the vehicle after repair. The best you can do is speak to your local trading standards office. You can find your local office on the web and speak to a legal advisor free of charge. Then write a letter to vauxhall customer car explaining what you're doing. It should kick them into action. Good luck.

[martinh]

Lots has been written about legal action previously, it is unlikely that you will succeed without costing a fortune. Watchdog won't be interested in problem with a sports car unless it starts killing people, they are a programme to help the average person I don't think expensive sports cars fall in that category. Whatcar do a good little help section, but they do receive lots of money from Vauxhall, so could be a conflict of interests. I have said before that the biggest fault is us the owners, we seem to like the little niggles of that romantic hand built car rubbish. I have read on here for months how you lot ask about how to fix things, I wouldn't try and fix anything myself unless I broke it. It should go straight back to the dealers. I know that it isn't the most expensive sports car in the world but it my little sad world it cost enough to have it right. Nick I have some answers email me.

[speedyK]

I have read on here for months how you lot ask about how to fix things, I wouldn't try and fix anything myself unless I broke it. It should go straight back to the dealers.

But when it comes back form the dealers no better than before, you have 2 options for niggly details:

Take it back again ? very likely to be a complete waste of time, petrol, tyres, lost income if self employed, etc. etc. basically too much grief to get something like a boot lid release adjusted

or

See if you can sort it yourself. I agree, Martin that this should not be necessary but, despite paying a considerable sum for the car OTH we're getting quality of service not even becoming for a 15 year-old Nova, so some of us do despair and do it ourselves. At least that way the problem is solved and you can get on with driving the car as well as the rest of your life.

With bigger problems like Rockstar's you haven't got the DIY option and look what happens... car disappears off the face of the earth.

The trouble is probably partly that the VX is the bastard child of Vauxhall's liason with Lotus. It just doesn't fit in with the whole bread-and-butter, tin-boxes for the masses and minimal service that is regarded as par for the course with Vauxhall and, where they might be able to fix a Vectra, having seen a few hundred, nobody knows at Luton probably has any idea about a little aluminium and plastic car hand-built by Lotus.

Seems completely bonkers that they don't take it to Hethel where they build them as has already been said. If it's obvious to us, how come the pill*cks who are responsible for this can't see the logic? But then, the British do have a particular talent for this sort of thing... the number of times I've gone into a shop to buy a particular item to be confronted by an empty shelf and the reflex comment "It will be in next week, sir!" Oh right-o, I'll believe that then - oh look! another flying pig! I actually used to be surprised to find the shelf still empty a week later I suppose it starts with accepting crap like that instead of going beserk about it, but people don't as a rule do they? That's the problem ordinary people don't complain and Vauxhalls OTW are for ordinary people, so these b*ggers are used to getting away with gross incompetence.

I know you beat those Luton bonzos into submission, Martin. If you can do it for Rockstar, you'll be in danger of becoming a forum hero.

Edited by speedyK, 14 May 2003 - 11:16 PM.

[stu harris1]

Nick, I've chased the relevant people and you should be getting a call today about it. I'll find out why its taken so long as well. Stu

[Duncan]

If it all goes horribly wrong have a word with your local Citizens Advice as it wont cost you anything and they are very used to dealing with these things. I'll have a word with my mum, as she works for the Lichfield branch and see what she recommends. Basic rule is document every contact with them and make sure you back you any ultimatums / rejects etc in letter form rather than verbally, and keep a copy for yourself of any correspondence. Going to the CAB wont cost anything, but a small donation would be appreciated in most branches - the Lichfield branch is in danger of closing 'cos they can't afford to stop the roof leaking...

[batuted]

Hi Stu, I'm a relative newcomer on here, hence I don't know your history - do you work for Vauxhall, Lotus, both, or neither?! cheers Dan (Being nosy)

[TheRockstar]

Update: Had 2 phone calls from Customer Care this morning. I've been given a run down on everything thats been done to the car: Door pin Rework ABS Module rework (this had allready been done) New rear Shocks Front fog lights fitted (as a gesture of good will.... ) Door pin rework again....(god knows why..) New Dashboard (god knows why)... Apparently they are now waiting for an update from Lotus as to any other work required.... Once this is done, the car will go to the product manager for Sign off.... and this is where it gets better.... if the product manager isnt happy with any aspect of the car, it will go back into the shop for further rework and I wont be able to have the car back until its fixed..... Only plus side, is I just pushed them hard to replace the Vectra with a VX, and theyve agree to give me a Turbo until my cars finished ( ).... but, as with every upside, there is a downside - i've got to arrange my own insurance.... Booooo Nick