Originally Posted by Sy5 (Post 10563468)

I have approval from Subaru Japan for this work to be done under warranty.

Good job chaps ;-)

Originally Posted by Laura Watkins (Post 11296890)

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I need help with this one. Email to Subaru today:

Good Morning,


I am hoping this reaches Mr Phil Camwell,

I have been on the phone to International Motors (Subaru UK) 17 times in the past 3 days. I would like to give you a summary of what has been going on because I am gobsmacked.

Wednesday 11/12 -
extreme fuel smell in car, investigate online and read up on recall

Thursday 12/12 -
call Cotswold Subaru, Jason advises he doesn't know what I am talking about but to bring it to the dealership (49min drive away) to have it checked
Call various other mechanics who all agree this should be seen to
I raise a case on your website stating vin number and if someone could check if I am on a recall list
5pm that afternoon, I get a call from Cotswold Subaru, Simon the manager, advising my car has been recalled and they will do the work free of charge (as would ALL other dealers). But I was to pay £180 to have a fuel pipe on the other side of the engine done as well. The issue they faced is that the part would only be delivered Christmas Eve as it had to be manufactured in Japan and then sent over and they could work on my car from 06/01/2014. This would leave me without transport, as a courtesy car is not provided, for 3 weeks. I was told I should hire a car if I was that desperate. Unfortunately, with it being the festive season all available funds are for the kids presents and family. So not an option.

Tuesday 17/12 -
I call Cotswold and speak to Simon to ask if instead of waiting on parts could we not just clamp the connector to the hose? He said No.
10:30 - voicemail from Simon stating there is no PIC date, ship or deliver dats in my part.
I then request a call from Subaru UK, I get a call back from a lovely gentleman name Nhim. I gave him my original case number and he said he would be glad to help.
11:00 - I miss a call from Phil Camwell, and then spend the next couple of HOURS trying to get back through to him. At this point I will tell you that your reception staff are beyond disgraceful!
To have such an abrupt and unhelpful person as the first point of contact for your office is really something that should be reconsidered.
2:30 - Mr Camwell returns my calls, asks what the problem was and within a matter of seconds resolves my problem. There are parts available of delivery and not just that but the next day.
So, I immediately call Cotswold Subaru and advise them they CAN get the parts and that Mr Camwell had been ever so helpful and has brought all my christmas' at once. Car booked in for the next day. Hurray!!

Wednesday 18/12 -
I take he car to Cotswold Subaru. I am met by Simons wife. And this is the best bit. She looks at me and says, "where are you from?" I reply "South Africa, why?" To which she responds "Well that explains a lot, you lot are persistent when it comes to getting what you want. Phil Camwell probably only calls us perhaps twice a year. So how you got through to him I'll never know."
I then advised the lady "actually Mr Camwell had contacted me after what I presume was I goings at the office, I'm not sure of his job role though but he was fantastically helpful."
"He's probably as high up in customers services that you could get hold of"
After small talk I sign the paperwork stating that the recall parts are to be done, ONLY IF NECESSARY the additional £180 work may be carried out and that the car would be cleaned. I leave them with my car and find my way back home.
4:53 - Simon calls, advises that the recall element doesn't need doing as it does look like it is needed. The fuel smell is from another pipe that's been corroded by antifreeze/coolant, after a long winded and confusing conversation he says this part will only be available mid January and then they car do the work. Oh and this will cost me £600+ to do, today's inspection will be £105 and he expects we will just be parting ways. At this point I am unable to answer him as I am in floods of tears and just say I need to speak to my partner. He agrees and says I should call him in the morning.

Thursday 19/12 -
9am - I again call Subaru UK, twice. The receptionist advises that Mr Camwell is in a meeting and will try to get back to me later.

Now that you have a scope on what has been going on I would like to point out the following:
Being put off for 3 weeks oven the christmas holiday period
No help until Phill is involved
Extra £180 cost for additional pipe (I would know what it was if it was thrown at me)
Mangers wife, with nose out of joint, questioning how I got hold of such a senior body
No replacement (on a recall model due to safety issue!?!)
A months wait
£105 to LOOK AT MY CAR
£600 CHARGE TO CHANGE AN ARM ON THE PIPE

I am distraught and need some type of assistance as I will not be paying Cotswold Subaru a penny. I feel that I have been persecuted for getting in contact with your head office. Why a national dealer would want to deliberately be SO unhelpful and stand-offish is beyond me. Please could someone help me...

Laura

Originally Posted by APIDavid (Post 11296989)

We hope to be able to help this lady out It seems that she has had a rough deal. We expect to see the car and sort it. No big deal really to do the job, just another case of a dealer not really caring for his customers.

Thanks for the recommendations guys. David APi