*Edit-thanks James for moving this
***Please see other bits under “throttle issues” posts of 29th Jan 2013 describing my visit to my local Renault dealer for 2 recalls and some warranty work, where the dealer had not returned my various calls asking if mine was affected by the recall and finally booked it in when I rang to ask for the third time.
After demanding the courtesy car back with 90 minutes notice on a work day and then not sorting the throttle issue and then giving it me back with one of the other faults on my list not dealt with, they basically said:
“well you did not buy it from here and you bring it back with a list of faults”-after they could not get one for me
“if you want to complain about design faults, speak to Renault Customer Services, not us”-after saying cold weather affected throttle, handbrake release mech and door rising
“perhaps Renault should not have marketed the Twizy in the UK”-says it all really
The following will make more sense now!..
…The sad thing is that I can understand it from the dealer point of view; I did not buy the car there, it is an odd car out of keeping with the current range and so makes experienced techs feel a bit out of their depth-and that some may wish Renault had stuck with their normal cars.
Being honest, this is about the level of service I expect from many new car dealers, unless you buy premium or specialist or a simple car from a long standing family garage.
It has not been easy from day one with the Twizy-the dealer (today) first demo’d me a Twizy but could not get one, the other dealer had one but had no clue on ZE, Renault UK customer services got involved when no-one could answer questions about minimum range but even their ZE boss could not give me a straight answer and no-one could lend me a Twizy to do the route I needed to check it could do (Leominster-other side Worcester 32 miles of hills). In the end R UK told the dealer who could get one to refund my deposit as they could not guarantee the range would cover my needs.
I finally got the answers I needed through a chap at Brecon Eco Travel Network so decided it could do the job and rang R UK several times to inform them of the info he gave me in case it helped them. They did not return several messages.
I then went back to find the one available had sold and I had to start looking again. Several dealers had them but no-one could deliver. Finally I got on from 100 miles away but had to haggle hard to make it worth having. The staff were not used to being haggled and treated me like a nuisance, trying to trip me up every time I said anything and actually cut me off mid sentence to put me on hold while I was trying to explain why I needed to stay on budget. Finally got a call back some days later to say this was the final deal they could do, accepted and gave a deposit. I waited ages while they relented on their promise to deliver it and that ZE weren’t interested in helping either. Finally after correcting the paperwork several times, I went the 100 miles to collect it and it was dirty and full of leaflets and dealer rubbish in the gloveboxes, handover was basic and no follow up.
Asked them to call when windows launched, nothing.
Follow up call from Renault Customer Services-told them car is OK, wished Renault would close down and change to Nissan.
Called into the original local dealer a month later to thank the salesman with a bottle of wine for his time, but apparently he’d left under a cloud, chatted to another salesman and took some cards which I have given out to various people, the garage knew why I had bought elsewhere-due to supply time.
Interestingly, the reason why I could not get a demo on the Leom to Worc route was because the Hereford dealer would not allow test drives over 4 hours “for insurance purposes” but would not let me cover it on my trade policy-the reason why I asked the next nearest dealer about their available cars.
When they had one ready for delivery the following week, they had no demo and could not get a demo in as the two nearest branches would not help-one had pre-sold their demo, and the other was the garage who I had been to first-they apparently would not hear of swapping a demo for a few days to help out as they knew I was the customer, but they would not lend it me to confirm the range on the journey needed in the first place-hence why I was there.
All I wanted to know was if the car would do a 32 mile journey throughout the year and the dealers could not tell me, no-one would let me do the route in their demo and Renault UK or ZE could not answer or help. In the end R UK said a dealer in Birmingham would lend me a demo for a day if they had a deposit from me to buy it!
The first garage had supplied several Twizys to ETN-so they could have simply rang them and asked what range they were getting. I found them through chance and chatted to a very helpful owner who said the journey I wanted to do would be covered easily. Knowing this, I could finally order-it was all I needed and the first garage was too daft to think of this and R UK, dealers and ZE were simply totally clueless.
So, a horrible buying experience all round-fair enough, I wanted a deal and I wanted a quick delivery-but the mess created was unnecessary and even now the original dealer is being awkward-hence the “you didn’t buy it from here…” comments today. I just wanted to know if it would work how I needed it to work and wanted one asap-I was pleasant to all parties throughout and explained the situation clearly-there was no deceit or playing one off against the other!
Since then, the Twizy has had minor faults but I have not wanted to go to the dealers.
When I heard about the recall back in November, I called the dealer same day who denied all knowledge, said would look into it and call me back. I tried again a week later and no further. I rang earlier this month and they then told me that it was due to be seen for 2 recalls; sticking throttle and brake issues-both fairly important in my eyes.
There was no courtesy car availability until yesterday, so had to wait. On booking in by phone, I told them of all faults.
On arrival, I was cheery and chatty trying hard to build a relationship finally with the dealers (after being in before to see them and taking/giving out their business cards to potential buyers) and chatted through the issues saying some were related to freezing temperatures. I then wrote notes to fully explain to the tech what was faulty and the conditions in which it occurred. I was told they would sort it and give me a ring, then given the keys to a dirty Clio with no fuel in it.
Today, they rang to say it was ready…as posted above…at 3.35pm and they needed the courtesy car back for first thing tomorrow which I said could be tricky as I was out in the van miles away, they shut at 5.30 and I had jobs all the next day from 0830. They were insistent the car was back, so I re-arranged my day and sat through the traffic to get it back today.
On arrival, no thanks for the effort and…as previously posted.
And here’s me empathising with the dealers as above for not supplying the car…after not being able to get one and then blocking me borrowing the demo, not finding out the info from someone they sold several Twizys to, after me going in to thank them for their efforts and taking cards to give out, after overlooking their total lack of dealing with the recall enquiry, after having to wait ages to get the car in, after being given a dirty courtesy car with no fuel in, after being hassled to get it back with 90 minutes notice on a workday, after then picking up the car, not fixed and with at least one fault still there as soon as I put the keys in and being told that I was being cheeky bringing it back to them for repair as I did not buy it from them, after being told that they weren’t interested in faults from design and that Renault should not have marketed them in the UK and finally knowing I will have to return there as soon as the throttle sticks again-but they would not come and collect it and I should call Renault Customer Services.
Actually, bol90ks-its not good at all is it?