I need to write a letter of complaint about our scooby dealership, Lancaster-Pangbourne. They have let us down on one too many occasions with their so called after sales service dept. Tried speaking to several diff managers there, but yesterday was the last straw. We have been waiting for a PPP and suspension upgrade to come in for our 02 wrx. We were informed it was all in and then a few hours later we had a call to say it was for an sti instead!!!, and ours would be another 3-4 weeks. Not bad considering we were told it took about 4-5 days to come in when we ordered it. Wont bore you with all the rest, does anyone know who I should address this letter to, subaru HO maybe?, any help is appreciated.

Tracey.

 

Hi Tracey.

I understand how annoyed you must feel abou this. Very poor way to be treated as a customer.

I would advise you to write to the CEO, or whatever he is called, of Subaru UK. Make sure the letter goes to him personally-ie put "personal for" on the letter. Describe your offhanded and misinformed treatment and tell him what you feel about it. Insist on a rapid and satisfactory conclusion to the affair.

Finally put "copy" in the bottom corner of the letter. That usually gingers them up.

Good luck

Les

 

Thanks Leslie for your help, fingers X!!!.

Tracey

 

ok, i have written my letter, dont suppose anyone has a contact name at subaru uk???. Might just give them a ring and ask them on Monday. Cheers!.

 

Ed Swatman is the MD/CEO

 

Would you take this further...

Bought an MY02 from the above with much hassle, won't go into details, would take too long! Ended up with one of their sales team calling my wife a nasty name in writing (I guess becase they didn't like getting chased up about a problem with the car after we eventually got it!). Anyway spoke to Lancaster HQ and got the car fixed quickly and a letter of apology from the HQ but NOT from Pangbourne direct (verbal over the phone only).

This was a direct and personal insult to my wife, I have the original correspondance to hand, but it happened in the late Summer last year.

Do you think it is worth taking it further since I have recieved no written apology from the dealership or just be happy with the one from Lancaster HQ?

They did say they would investigate the matter but I haven't heard since.....

I have been "stewing" over this for a while and since seeing all the gripes with this dealership on ScoobyNet I am now thinking about going to the top.

Cheers

Jim

[Edited by scooby_jim - 4/3/2003 8:15:19 AM]

 

Just seen this - hopefully its resolved now, but if not...

What worked for me was faxing the Company's Executive Chairman in Hong Kong:

Anthony Nightingale
Executive Chairman
Jardine Motors Group Ltd
31st Floor, The Lee Gardens,
33 Hysan Avenue,
G.P.O. Box 209, Hong Kong
Tel: 852 2895 7218
Fax: 852 2894 9956
jmg@jardines.com


I got a very nice reply from
Mr Eamon Bradley
Chairman
Jardine Motor Group plc
Charter Court
Colchester
Essex CO4 9XB
Fax 01206 855189.

After that the dealership couldn't do enough to help

see http://www.scoobynet.co.uk/bbs/thread.asp?ThreadID=166185
and http://www.scoobynet.co.uk/bbs/thread.asp?ThreadID=179742

 

I know it's trivial in comparison to your purchase, but I had the same problem buying roof bars + ski racks from Pangbourne.

Salesman said I could have them in three days, but after three phone calls and two weeks delay they had no record of my order having been placed.

Got them elsewhere in 2 days.

 

Ah I just bough my wagon from them...... is it going to fall apart in the next two days???? (touches wood frantically!!)

Soooo I take it you don't recommend them for the servicing then :0

 

Nearly bought a P1 from them! Close call perhaps

 

Topcat - top man ! - That must be the best place to FAX your complaint to - let us know how you get on....

Gastro

 

i have struggled with this dealer.

try Mill Lane in Basingstoke, they will put a smile back on your face, they have treated me very well in the past.

Mark

 

Poshbird YHM

 

That's an utterly, utterly stupid thing for someone to do. Complain to the dealership, and copy Subaru UK. Since IM are pushing dealers down a "corporate branding" route, they will not want to hear about this at all.

IMHO.

 

Hmm.. I was just wondering if I have left it too late to take it further though?? Never mind it looks like Cross Country Vehicles near Witney might get my future business.

Anybody know what they are like?

Cheers

Jim

 

Jim - that's completely outrageous behaviour. In a customer service business you can't go round insulting your customers.

There's no statute of limitations on customer complaints - we pay their wages after all.

The good thing about faxing is you're more likely to get through to the person at the top rather than have it fielded by customer services.

I'm sure the CEO would be as shocked as you, me and Chiark.

First, the salesperson shouldn't have done it.
Second, he/she should have apologised to your wife in writing.
Third, his/her line manager should have apologised to your wife, agin in writing, and told her what disciplinary action they were taking.