Looks like one of our traders does not take care of our cars when test driving!
19 January 2016, 02:13 PM
#541
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Scooby Clinic could have used this oppurtunity to do the right thing, offer some form of compensation, offered to rectify any damage, instead its more arrogance, more blame the customer, and to say the guy was trying to avoid pot holes
Kev at Scooby Clinic is now trying to play the victim.
A man of zero integrity, no morals, he's acting like a complete bitch.
Disgusting response from them.
Kev at Scooby Clinic is now trying to play the victim.A man of zero integrity, no morals, he's acting like a complete bitch.
Disgusting response from them.
19 January 2016, 02:30 PM
#545
He should have simply put his hands up in the air, admitted full responsibility, sack the 2 employees, make it clear that this will never happen again, ask if Ben would like to bring his car back and they will fix everything for free with a proper check over the entire car.
...but no. They get what's coming to them now. Customer service is absolutely everything in this day and age. To not even acknowledge that they were in the wrong is absolutely crazy when there is 100% hard video evidence for all to see.
...but no. They get what's coming to them now. Customer service is absolutely everything in this day and age. To not even acknowledge that they were in the wrong is absolutely crazy when there is 100% hard video evidence for all to see.
Last edited by LSherratt; 19 January 2016 at 02:32 PM.
19 January 2016, 02:31 PM
#546
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Scooby Clinic should enlist the services of Max Clifford.
Might as well because they couldn't possibly stoop lower than they already have over this saga.
Funny that there's no mention of Ben being threatened with legal action if he posted the footage when he was collecting the car?
Might as well because they couldn't possibly stoop lower than they already have over this saga.
Funny that there's no mention of Ben being threatened with legal action if he posted the footage when he was collecting the car?
19 January 2016, 02:32 PM
#547
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very poor response in my honest opinion.
I don’t like to get involved or start witch hunts and like to sit on the fence until both parties have spoken,
I am not sure where the 19mph comes from unless its indicated but it seems to me a little quicker than that but even 19mph on a lane like that where you can hear and see the car crashing out is too much - no excuse
The car was avoiding pot holes - I don’t think anyone with an unbiased opinion who has watched the video, including the media who have to be careful what they publish will agree with you there, it is very clear to see the driver going deliberately into pot holes - no excuse
The driver and passenger having banter - If this was your car, pride and joy which by taking it so far to recommended specialists he obviously cares for, then would you be happy. He bought it to a specialist to have you knowledge, expertise and car shown on his vehicle. Not for employees to go too fast up a lane, deliberately crash it into pot holes and laugh, then make comment about giving him something to worry about and hope it damages his car - that is not banter, it is blatant dis-regard for someone’s property.
I and believe most people would be fuming, people take cars to specialists based on trust, and a bit more care than an average garage would show - this has not been the case here and there is no excuse for it.
Quote "We at the clinic pride ourselves in our honesty and integrity"
Your response shows no honesty or integrity, the evidence is in front of you.
I am not one for hanging people, you run a business and cant control your employees 100% of the time, however you are liable for their actions
Why not say -
I have seen the video and myself agree this is not the way a customers car should be looked after. I would like to apologise to the owner and where I can make amends.
The driver and passenger have both been spoken to and given warnings/fired etc, the driver has handed his notice in and asked for the passenger to be kept on which we have accepted
I would like to ensure customers this is a one off case and it will be dealt with appropriately. I again apologise for this incident and do everything in my power to ensure it does not happen again
SIMPLE
I don’t like to get involved or start witch hunts and like to sit on the fence until both parties have spoken,
I am not sure where the 19mph comes from unless its indicated but it seems to me a little quicker than that but even 19mph on a lane like that where you can hear and see the car crashing out is too much - no excuse
The car was avoiding pot holes - I don’t think anyone with an unbiased opinion who has watched the video, including the media who have to be careful what they publish will agree with you there, it is very clear to see the driver going deliberately into pot holes - no excuse
The driver and passenger having banter - If this was your car, pride and joy which by taking it so far to recommended specialists he obviously cares for, then would you be happy. He bought it to a specialist to have you knowledge, expertise and car shown on his vehicle. Not for employees to go too fast up a lane, deliberately crash it into pot holes and laugh, then make comment about giving him something to worry about and hope it damages his car - that is not banter, it is blatant dis-regard for someone’s property.
I and believe most people would be fuming, people take cars to specialists based on trust, and a bit more care than an average garage would show - this has not been the case here and there is no excuse for it.
Quote "We at the clinic pride ourselves in our honesty and integrity"
Your response shows no honesty or integrity, the evidence is in front of you.
I am not one for hanging people, you run a business and cant control your employees 100% of the time, however you are liable for their actions
Why not say -
I have seen the video and myself agree this is not the way a customers car should be looked after. I would like to apologise to the owner and where I can make amends.
The driver and passenger have both been spoken to and given warnings/fired etc, the driver has handed his notice in and asked for the passenger to be kept on which we have accepted
I would like to ensure customers this is a one off case and it will be dealt with appropriately. I again apologise for this incident and do everything in my power to ensure it does not happen again
SIMPLE
19 January 2016, 02:36 PM
#549
On another point, why was there two people in the car at the time. The chap was out to test the brakes, only the driver will know if they are working properly or not. There was no professional need for him to take a passenger in my eyes.
They went for a joy ride, simple as that.
They went for a joy ride, simple as that.
19 January 2016, 02:38 PM
#551
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To all the SC apologists, while this is just one known incident, it is very clear that this is a culture of trying to "stick one to dissatisfied customers". The two people in the film have been working there for a while so there is no doubt this has happened before and staff will have overheard conversations between staff like "this proper ******** with a classic whining about our service, I gave him something to whine about", therefore the general practice becomes accepted in the workplace.
Also the point of "a million good things that no one pays attention to" is totally irrelevant. The truest test of anything, whether it be a government or business is not how good what you expect them to do is, but rather how they handle the bad times. It's not hard to imagine 80% of UK Subaru owners having seen this, most of which will not consider going there. You cannot make a business out of fanboys and newbies, SC will have to downsize big time in order to survive.
Also the point of "a million good things that no one pays attention to" is totally irrelevant. The truest test of anything, whether it be a government or business is not how good what you expect them to do is, but rather how they handle the bad times. It's not hard to imagine 80% of UK Subaru owners having seen this, most of which will not consider going there. You cannot make a business out of fanboys and newbies, SC will have to downsize big time in order to survive.
19 January 2016, 02:38 PM
#552
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See below
Sc46
Sc42
19 January 2016, 02:39 PM
#553
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I don't quite see the relevance to the thread (although it is bloody long and I can't remember it all...) but
The transmission won't fall apart, clearly, but the LSDs, where present, WILL be affected and there is a warning in the user manual about just that.
Exclaiming "*****" and posting a picture of a rally car doesn't prove much. Perhaps you really said more than "*****"? I'm not being facetious, I'm genuinely curious if you have sound theory/knowledge to prove your point...
But comparing a production road car to a rally car with a team of mechanics on standby and massive budget behind it, with all focus on completing a rally stage in the fastest possible time is totally irrelevant. The components only have to last until the end of the stage at which point they can be adjusted/repaired/replaced as necessary.
On another subject entirely.
I did reply to a post reference the brake testing of cars at MOT stations. A great many people believed that their car's transmission would fall apart if it was checked on a roller brake tester, to the point that they were attempting to seek compensation from some garage or another.
I did reply to a post reference the brake testing of cars at MOT stations. A great many people believed that their car's transmission would fall apart if it was checked on a roller brake tester, to the point that they were attempting to seek compensation from some garage or another.
But comparing a production road car to a rally car with a team of mechanics on standby and massive budget behind it, with all focus on completing a rally stage in the fastest possible time is totally irrelevant. The components only have to last until the end of the stage at which point they can be adjusted/repaired/replaced as necessary.
19 January 2016, 02:47 PM
#556
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19 January 2016, 03:06 PM
#558
Seriously though, if the owner was completely unaware of the attitudes and actions of his employees, it would be harsh if he went out of business because of a moment of madness by one of them. But then you could argue that had he selected his staff more carefully and instilled them with a culture of customer care and professionalism, none of this would have happened in the first place. Maybe the owner will comment on this post once he's taken stock....
Here you go, Statement from clinic
'HI,
By now many if not all the car tuning community will have seen Ben Newbery's in car camera footage, especially the Subaru community.
We at the clinic pride ourselves in our honesty and integrity, 35 years in the trade, 30 years operating from these premises and the last 20 specialising in Subaru's gives us a great knowledge base to look after tune or repair your Subaru with the research done on our race, rally, gymkhana and RX cars
It amazed me how quickly some members of the car tuning community jumped on the bandwagon, deliberately stirring up the situation and turning it into a media frenzy, its akin to villagers coming out with pitchforks and burning torches hunting us down without giving us a chance to sort this, give our side of the story, make amends, carry out an internal investigation and disciplinary action if required.
Yesterday evening and through the night in a bid to minimise damage we had to delete and block several liable posts and posts containing bad language and threats from our facebook page, in this mass cull we may have deleted some members by mistake, if this is the case please E mail us direct to reinstate your profile.
Lets boil this down to its core, there is footage that we were not privy to posted on the Daily Mail on line web site, this footage seems to show a car being driven up our lane at 19 MPH, its alleged that the driver was deliberately aiming for pot holes when its clear to see that he tries to swerve avoiding as many as possible but due to the recent wet weather the lane is riddled with them making it impossible to miss them all.
Some audio is recorded showing the two lads having some sarcastic banter between them not knowing that they were being recorded, what else does it actually show ?, if the owner thinks we have done wrong the we openly apologise to him.
Our employee who has been with us for 15 years and is a very valid member of staff has tendered his notice as of yesterday requesting that I don't sack the passenger as he wasn't driving.
This witch hunt based on one employee allegedly overstepping the mark just the once has jeopardised every ones job here at the clinic and my life's work, if the community thinks that is fine then so be it.
This morning several messages left on our answer phone were listened to, they range from nasty to funny, a few nasty Emails too I do hope the perpetrators of these messages feel so much better after leaving them.
A big thanks to all our supporters and their kind words by E mail, forum posts and direct contact.
Onwards and upwards.
Kev'
'HI,
By now many if not all the car tuning community will have seen Ben Newbery's in car camera footage, especially the Subaru community.
We at the clinic pride ourselves in our honesty and integrity, 35 years in the trade, 30 years operating from these premises and the last 20 specialising in Subaru's gives us a great knowledge base to look after tune or repair your Subaru with the research done on our race, rally, gymkhana and RX cars
It amazed me how quickly some members of the car tuning community jumped on the bandwagon, deliberately stirring up the situation and turning it into a media frenzy, its akin to villagers coming out with pitchforks and burning torches hunting us down without giving us a chance to sort this, give our side of the story, make amends, carry out an internal investigation and disciplinary action if required.
Yesterday evening and through the night in a bid to minimise damage we had to delete and block several liable posts and posts containing bad language and threats from our facebook page, in this mass cull we may have deleted some members by mistake, if this is the case please E mail us direct to reinstate your profile.
Lets boil this down to its core, there is footage that we were not privy to posted on the Daily Mail on line web site, this footage seems to show a car being driven up our lane at 19 MPH, its alleged that the driver was deliberately aiming for pot holes when its clear to see that he tries to swerve avoiding as many as possible but due to the recent wet weather the lane is riddled with them making it impossible to miss them all.
Some audio is recorded showing the two lads having some sarcastic banter between them not knowing that they were being recorded, what else does it actually show ?, if the owner thinks we have done wrong the we openly apologise to him.
Our employee who has been with us for 15 years and is a very valid member of staff has tendered his notice as of yesterday requesting that I don't sack the passenger as he wasn't driving.
This witch hunt based on one employee allegedly overstepping the mark just the once has jeopardised every ones job here at the clinic and my life's work, if the community thinks that is fine then so be it.
This morning several messages left on our answer phone were listened to, they range from nasty to funny, a few nasty Emails too I do hope the perpetrators of these messages feel so much better after leaving them.
A big thanks to all our supporters and their kind words by E mail, forum posts and direct contact.
Onwards and upwards.
Kev'
Last edited by lunar tick; 19 January 2016 at 03:10 PM.
19 January 2016, 03:27 PM
#560
Looks to me like a carefully worded response that's been put together by a lawyer to avoid jeopardising the outcome of any future legal proceedings either on behalf of or against SC and the driver.
It's the times we live in where any admission of wrong doing would ultimately ruin any chances of winning certain aspects of your case.
Notice how he says "if the owner thinks" then he apologises as well as giving a reason for the state of the road.
I don't think he has much choice and no matter what he said I think he would still get ripped to shreds by the haters.
It's the times we live in where any admission of wrong doing would ultimately ruin any chances of winning certain aspects of your case.
Notice how he says "if the owner thinks" then he apologises as well as giving a reason for the state of the road.
I don't think he has much choice and no matter what he said I think he would still get ripped to shreds by the haters.
19 January 2016, 03:29 PM
#561
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Their facebook post is still denying liability ( I imagine for legal reasons ) but it just makes them seem like worms trying to wriggle out of it. The car scene would of had more respect for them if they held their hands up and admitted they were at fault. Some people need to man the **** up and admit when they are in the wrong.
19 January 2016, 03:42 PM
#565
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Dont they have a reputation for overcharging people? But fanboys always come to their defence.
I know two different people that had engines built from them, both engines failed within the first 5k, clinic blamed the customers.
I know two different people that had engines built from them, both engines failed within the first 5k, clinic blamed the customers.
19 January 2016, 03:46 PM
#566
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TBH thats a whole different debate and you could argue that kind of thing till the cows come home.
19 January 2016, 03:51 PM
#567
I also think that this situation is ultimately due to the actions of one person, to lambast the whole company and everyone that works there is a bit much really, to me it seems as though there are some people out there with a bit of an agenda, which seems to have nothing to do with the actual facts of what has happened.
Admittedly I wouldn't be pleased if it was my car, but nobody died and the person responsible has been sent DRM (down the road mumbling
) which I think is more than enough of a punishment for a long standing employee and shows that the situation has indeed been taken seriously.
As in my above post I think the reply has more to do with the legalities of the situation than the gravity with which it is viewed.
Admittedly I wouldn't be pleased if it was my car, but nobody died and the person responsible has been sent DRM (down the road mumbling
) which I think is more than enough of a punishment for a long standing employee and shows that the situation has indeed been taken seriously.As in my above post I think the reply has more to do with the legalities of the situation than the gravity with which it is viewed.
19 January 2016, 03:53 PM
#568
Looks to me like a carefully worded response that's been put together by a lawyer to avoid jeopardising the outcome of any future legal proceedings either on behalf of or against SC and the driver.
It's the times we live in where any admission of wrong doing would ultimately ruin any chances of winning certain aspects of your case.
Notice how he says "if the owner thinks" then he apologises as well as giving a reason for the state of the road.
I don't think he has much choice and no matter what he said I think he would still get ripped to shreds by the haters.
It's the times we live in where any admission of wrong doing would ultimately ruin any chances of winning certain aspects of your case.
Notice how he says "if the owner thinks" then he apologises as well as giving a reason for the state of the road.
I don't think he has much choice and no matter what he said I think he would still get ripped to shreds by the haters.
The long and short is the two employees in the car have ruined Scoobyclinic's credibility. With Kev's response above any shred of integrity has gone (I don't give two hoots about legal ramifications), take responsibility say you've slipped up and sort the issue. I'm neither a hater nor do I have an axe to grind but I'm a believer in good old fashioned taking responsibility. A business which operates with such derision towards paying customers deserves to go to the wall. Good riddance.
19 January 2016, 03:53 PM
#569
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I also think that this situation is ultimately due to the actions of one person, to lambast the whole company and everyone that works there is a bit much really, to me it seems as though there are some people out there with a bit of an agenda, which seems to have nothing to do with the actual facts of what has happened.
Admittedly I wouldn't be pleased if it was my car, but nobody died and the person responsible has been sent DRM (down the road mumbling) which I think is more than enough of a punishment for a long standing employee and shows that the situation has indeed been taken seriously.
As in my above post I think the reply has more to do with the legalities of the situation than the gravity with which it is viewed.
Admittedly I wouldn't be pleased if it was my car, but nobody died and the person responsible has been sent DRM (down the road mumbling
) which I think is more than enough of a punishment for a long standing employee and shows that the situation has indeed been taken seriously.As in my above post I think the reply has more to do with the legalities of the situation than the gravity with which it is viewed.
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