GLIM

HI, IM NEW TO COMPUTERS BUT AN OLD HAND AT SCOOBY'S SO PLEASE FORGIVE MY TYPING SKILLS.

HERE'S A TRUE STORY THAT MAY OR MAY NOT INTEREST YOU-

I BOUGHT A NEW STi TYPE UK PRODRIVE STYLE FROM MY LOCAL DEALER IN SEPT 2002, BUG EYED STYLE OF COURSE.

THIS CAR ALMOST IMMEDIATELY STARTED SHOWING SIGNS OF TROUBLE, NOT STARTING AND EVENTUALLY WHEN STARTED RUNNING LIKE A TRACTOR.

THE CAR WENT INTO THE DEALER ON NO LESS THAN 6 OCASSIONS THE LAST 4 OF WHICH WERE FOR 3 WEEKS AT A TIME BEING WORKED ON BY ONEOF SUBARU U.K'S OWN TECHNICAL EXPERTS WHO ALTHOUGH WITNESSED THE FAULT HAPPENING COULD NOT TRACE OR REPAIR IT.

EVENTUALLY I CONTACTED SUBARU U.K. WHO TOLD ME THEY WERE NOT LIABLE AS THEY DID NOT SELL ME THE CAR AND IF I HAD ANY PROBLEMS THEN I SHOULD TAKE IT UP WITH THE SUPPLYING DEALER.

I WAS GOBSMACKED BY THIS LACK OF CONCERN AS THIS WAS MY 3RD NEW IMPREZA TURBO WITHIN 4YRS. NEVER HAD I HAD ANY PROBLEMS LET ALONE REASON TO QUESTION THE MANUFACTURERS ATTITUDE TO CUSTOMER SATISFACTION.

I WROTE TO THE M.D. OF THE GROUP, INTERNATIONAL MOTORS, AND TO MY AMAZEMENT RECEIVED THE SAME RESPONSE IN WRITING.

EVENTUALLY I REJECTED THE CAR IN TERMS OF TE SALE OF GOODS ACT 1976, IRONICALLY ON THE DAY SOLBERG WON THE RALLY OF G.B.

I HAD TO GET A LAWYER INVOLVED AND WAS WITHOUT ANY TRANSPORT FOR 3 MONTHS OVER XMAS, FINALLY I WAS OFFERED A REPLACEMENT STi 2003 MODEL WHICH I ACCEPTED.

ONLY PROBLEM IS THE OLD CAR WHICH HAD ONLY COVERED 1100MILES IS ACCORDING TO THE DEALER STILL NOT SORTED AND NOT THE ONLY ONE IN THE COUNTRY BEHAVING IN THIS MANNER,- VERY CONCERNING THAT SUBARU U.K. CANT SORT THEIR OWN PRODUCT.

MY ONLY OTHER GRIPE IS THAT NOT ONLY DID I GET A HEFTY LAWYERS FEE I ALSO HAD TO FORK OUT FOR ALTERNATIVE TRANSPORT FOR 3 MONTHS WHILST THIS WAS SORTED. NO GOOD WILL GESTURE OR APPOLOGY FROM SUBARU, VERY DISSAPPOINTING INDEED.

BUT THE NEW CAR IS WHAT I'D EXPECTED THE 1ST SHOULD HAVE BEEN LIKE- THE DOG'S DANGLIES!!!

HOPE NOBODY IS UNFORTUNATE ENOUGH TO BUY THE REJECT, SECOND HAND WITH SOME SORT OF FOB OFF DEALER STORY EXCUSING ITS PAST! IVE GOT THE CHASSIS NO'S SO IF YOUR OFFERED IT GIVE ME A SHOUT TO CHECK ITS NOT THE SAME ONE.

Steve777

iTrader: (8)

Did they give you the 2.5K difference as well then ? Or has the inconvenience not only cost you in hassle, hire car and bad feeling, but the difference between the two cars ?

UKType

Have had similar experience with BMW in the past but they handled situation very differently replacing car, providing interim car and also giving me credit against a new purchase and no need for legal action!!

[Edited by UKType - 3/29/2003 4:20:03 PM]

GLIM

I WAS GIVEN £1650 CASHBACK BY DEALER TO COVER PRICE DIFFERENCE, BUT FOUND I WAS OUT OF POCKET TO THE TUNE OF£2100 AS A RESULT OF THE ORDEAL DUE TO TRAVEL EXPENSES AND LAWYERS FEES.

DEALER'S ATTITUDE, EAGLESHAM GARAGE, WAS SUPERB, THEY HAD THEIR HANDS TIED BY SUBARU U.K., EVEN THEY COULD NOT BELIEVE SUBARU'S ATTITUDE OR WAY OF DEALING WITH THE PROBLEM.

CAR IS NOW AT SUBARU HQ IN THE WEST MIDLANDS GOD ONLY KNOWS WHAT THEY ARE DOING WITH IT NOW?

EVEN A SIMPLE APOLOGY WOULD HAVE BEEN NICE, I HAVE HAD NO CONTACT FROM SUB U.K. EVEN THOUGH I COMPLETED THEIR CUSTOMER SURVEY WITH CUTTING HONESTY.

StickyMicky

i like the bit where he types that hes new to computers
but he must be quite advanced cos he found the shout button *shrugs head*

mattstant

note of common courtesy Glim turn your caps lock off its regarded as shouting if you type in capitals.
its a common mistake so dont feel too bad

bigsinky

i suppose if no one tells him he will never learn, still give the guy a break, first post and all.

seeing as no one has already done this i will welcome you to scoobynet. hope the new sti8 ppp is as good if not better than the other scoobs you have had, though by reading your posts about your previous bug eye my old ford anglia would have been a better car

cheers

big sinky

[Edited by bigsinky - 3/29/2003 6:59:59 PM]

p1 tud

do you take your car to eaglesham for servicing and stuff, how do you find them? i take it we are talking about the place near east kilbride? correct me if im wrong

scoobyboy

there is a problem with the ecu on that model sti apparantly the ecu should inject the fuel when it sees a signal from the crank sensor but it's injecting fuel before it sees the signal which leads to bad starting flooding and running like a tractor pretty much like yours they were trying to get some bods from japan over last we heard and it might even go as far as replacing the ecu's on troublesome cars.

GLIM

Sorry about the shouting, told you i was a novice in the computer game.

The subaru technical expert rigged up a laptop to the duff car and tested it to failure obtaining a readout and sent it to the jap boffin who wrote the program for the ecu.Apparently he could find no fault either, but your suggestion sounds a distinct possibility.

I do use Eaglesham Garage who are outside East Kilbride, they are ok, but parking facilities are poor. they often leave your car in the street before and after service. too many jealous neds around likely to damage your pride and joy with a 50p coachline!

Phil Harrison

GLIM: you didn't say whether you had to pay the difference in price. I had to chuck in an X Plate MY '00 prematurely, and did manage to get a consideration from S-UK...

Phil

GLIM

Sorry Phil, dont quite understand your question. But i paid the car in cash- with no trade in. Then after rejection the dealer repaid me the difference from the new to old model.

GLIM

bigsinky,

thanks for the advice and kind welcome.My new 2003 STi has now done 1600 miles and is going just fine.

Glim.

Phil Harrison

Never mind, you answered the question!!!

Time for the PPP now, then.....

Phil

GLIM

Has anyone else had similar dealings with Subaru U.K. with similar or even totally different response/ results?

I'd be interested to hear about them, as i'm considering e-mailing subaru uk asking for their thoughts on the story so far.

I dont think i'm being unfair expecting some form of good will gesture? or am i?

Glim.

Tim-Grove

Most manufactures are the same I had problems with Renault UK when the engine of my Clio 172 blew up after only 2000 miles. They tried every trick in the book to get out of the warranty claim. Saying I hadn’t run it in properly (e.g. taking it over 4000rpm before 750 miles) saying that the ECU log’s the RPM of the engine during the running in period what a load of crap I know I didn’t take it over 4000rpm during the running period so they were obviously bullsh!ting me and I told them so. Then they tried telling me that it had no warranty because it was an EU import witch was also bullsh!t because all cars sold in the EU have 2 years Pan European warranty. Then they tried to say that I had been “using excessive rev’s”, I was doing 50mph in 5th when it happened but even if I was thrashing it wasn’t this car designed to be driven fast??? As the badge on the back says “Renault Sport”. All manufactures are penny pinching tight wads and will try anything to get out of warranty.

Tim.

alanjack

Don't waste your time with anyone, you won't get nowhere. I had issue with a dealer in the past and John Sherwood from IM and they do not give a ****. That is the truth, and if they read this I would like them to tell me I am wrong and prove I am wrong. I am still waiting from the dealer in question to reply to a letter dated October 2002, bit like Subaru in general really

GLIM

It was Sherwood the alleged customer relations manager for subaru uk who i'd been speaking with in the past.

I fortunately recorded our conversations, then he later denied making certain comments which i found outrageous.

he came across a most unreliable chap to say the least, and didnt seem to care much for customer relations.Sad to say but maybe subaru are getting our money too easy?

I feel it my duty to show others what to expect from them as it surprised me how poor their service actually is!

Glim.

alanjack

Lets start a sack Sherwood capaign. I'll get the name of his boss and go for it, he(Sherwood) is a complete non-entity. All he does is pass the buck DOWN to the dealers, stand up for yourself John Boy.

I must admit, I found Sherwood to be a complete **** who promised lots but delivered nothing.

[Edited by alanjack - 3/30/2003 11:19:25 PM]

Phil Harrison

There is a new Customer Service Manager - Sherwood's gone (to a lecturing post IIRR) and has been replaced by Steve Gledhill, who is both affable and attentive. Of course, whether he's constrained by S-UK/IM to hold the line against reasonable demands remains to be seen. I may well find out in the next 48 hours when the rattly STi7(UK) comes back from West Bromwich.

I did have a 'goodwill gesture' in relation to that MY '00, GLIM, but it's a long story.....

Those who are interested in how I've got on with S-UK in respect of returning the STi to W Bromwich should keep an eye on "Suspension" for the next coupla days...

Phil

GLIM

That's a good idea, that is what he did with me also- passed the buck!

His words were "sorry we have no obligation to you after all it was not us who sold you the car, see the dealer"

What?? Does it not matter that it was your company who made the bleedin' thing!?!

Sherwood- as found in the collins english dictionary; spineless sort who should not be listened to let alone believed.

Phil Harrison

To be fair, GLIM, that's an accurate statement of the law, and there would be considerable confusion if buyers routinely bypassed the Dealers, whose job it is to sort out warranty problems. When I got my 'consideration' for my MY '00 it was negotiated through the Dealer.... My Dealer is first-class, luckily

Phil

R.B.5

Why didn't they just take the engine out and replace it? That would have saved all the hassle.

Sideways

GLIM I would thank your lucky stars they replaced it mate. I owned a STi 7 for 5 months and lost £7,000 on it, at least you never had the depreciation to worry about.

GLIM

Your absolutely right Phil, the problem was that my dealer, whom to be fair has been good on the whole, continually blamed the manufacturer for delaying what he refered to as a stone-wall case.

I strongly believe that the same result should have been achieved much sooner and without the need for a lawyer's intervention. which would not only have saved me a small fortune but would have kept me a satisfied customer.

Everyone is entitled to a mistake now and again so long as they stand up and admit they are in the wrong as soon as it is identified, and thereafter take neccessary steps to expedite the solution.
Glim.

As for losing £7000 on the sti7, i'm sorry but i would have gone to court first before accepting such a loss. That is if the circumstances were as strong as in my case.

Why did you accept this loss? or did u try to prevent it and get nowhere?

Glim.

Sideways

Thants all it was worth when I wanted to sell it. Had my eye on a Focus RS and couldn't sell privately so went to some dealers, not many wanted it and lots offered me 17-18k for it.( some 15.5k ) I ended up selling to a specialist for 19K. I would have kept it but never really like it compared to my UK300 and RB5 that I had before. Wish I had never bought the thing lol.

I think the STi 8 is a vast improvment though which should hold its value alot better.

Phil Harrison

...Think you may have a slight misunderstanding there, GLIM. The £7K referred to is the depreciation suffered by STi7 owners who sell their cars at the end of the first year, as a consequence of them being a) bugeyes and, b) superseded by STi8's priced at a lot less than was demanded for STi7s. It's hacked a lot of people off - there are some pretty bitter threads on Scoobynet - but it isn't anything remotely capable of being taken to court. You've done brilliantly, in that you have a new STi8 for no extra money (tho' I suppose a strict reading might suggest you should have had a new STi8 + the difference in price - tho' that's not a realistic ambition IMHO)

Cheers

phil

Stuart J

Just a thought which you may already have had, can you recover your losses through the small claims court, I believe the amount comes within their jurisdiction, certainly the costs for alternative transport are covered as it is a loss, maybe add a bit for loss of earnings, stress etc etc. Its maybe worth risking the small amount it costs, particularly as you seem to have a good diary of events etc. I would, IM need to realise that the customer matters.


[Edited by Stuart J - 3/31/2003 3:53:08 PM]

[Edited by Stuart J - 3/31/2003 3:53:32 PM]