I've just posted this on the RS Forum.
As the title states, the customer service I've received on behalf of Renault just isn't good enough. I will make quite clear here and now, I am not willing to post details of the dealer in question on this thread until RUK have had half a chance to try and sort things out. But I would like to state that the dealer in question is part of the Renault Retail Group, and not a franchised dealer.
Things were all well and good, until I took delivery of my shiny new Clio 200, then the problems started.
1) After picking the car up at 10am, it wasn't until 4pm the same day when I was admiring its brilliance that I noticed the tax disc inside the car had the wrong registration written on it. I immediately phoned the dealer, and was put through to the 'senior administrator,' who it transpired had written the wrong reg number on the right tax disc (The disc serial number belonged to the car, but was displaying incorrect reg.)
After a good 5 minutes of her basically trying to fob me off with things like, when I get my V5, I get can a form from the Post Office, and apply for a new one etc etc.
After I explained that it is a Police offence to display an incorrect tax disc, she advised me to write the correct reg over the old one. Brilliant, why didn't I think of that?
I was beginning to lose my patience by this point, and I think the administrator realised I wasn't going to go quietly, she said she needed to seek further advice. This came in the form of a call 15minutes later from the Business manager, who basically decided to pay for a driver (on the following day) to drive to DVLA Nottingham, collect a replacement tax disc, and deliver it to me a work. This was done, and I was happy again. Well, for another week at least.
2) The V5C came through my door. With 2 lines of the address incorrect. Whilst this in itself isn't a major problem as such, how hard can it be to copy my address down correctly from the computer screen in the office on to the DVLA reg document? I would hazard a guess it would be the same person who couldn't copy the correct reg number onto the tax disc. A quick phone call to the DVLA, and basically I had to return the V5C to them with the correct details on. Inconvenience to me, and the cost of a 1st class registered stamp.
3) Just this morning, I get my GAP insurance policy paperwork, and guess what. Incorrect details on it.
Not only is the car model incorrect, but the VIN is incorrect as well. The stated car model on the paperwork is a car that Renault haven't made for 5 years! The 'administrator' had apparently sorted this out for me in the last hour, and I'll receive the correct paperwork in the next 7 days.
Now, is it any wonder that Renault consistently get poor feedback from customer service survey when they pull crap like this? Admittedly, the faults themselves aren't major, and have been rectified (nearly), but why can't they just get it right first time. And why do they look like a rabbit in the headlights when you ring up moaning about it. I can honestly say, that Renault have done a pretty good job of tarnishing their CS experience with me, and the new car experience as a whole.
Would I go back to them again? For the Renaultsport cars, yes. For everything else, no.
Anyone else had similar problems?
As the title states, the customer service I've received on behalf of Renault just isn't good enough. I will make quite clear here and now, I am not willing to post details of the dealer in question on this thread until RUK have had half a chance to try and sort things out. But I would like to state that the dealer in question is part of the Renault Retail Group, and not a franchised dealer.
Things were all well and good, until I took delivery of my shiny new Clio 200, then the problems started.
1) After picking the car up at 10am, it wasn't until 4pm the same day when I was admiring its brilliance that I noticed the tax disc inside the car had the wrong registration written on it. I immediately phoned the dealer, and was put through to the 'senior administrator,' who it transpired had written the wrong reg number on the right tax disc (The disc serial number belonged to the car, but was displaying incorrect reg.)
After a good 5 minutes of her basically trying to fob me off with things like, when I get my V5, I get can a form from the Post Office, and apply for a new one etc etc.
After I explained that it is a Police offence to display an incorrect tax disc, she advised me to write the correct reg over the old one. Brilliant, why didn't I think of that?
I was beginning to lose my patience by this point, and I think the administrator realised I wasn't going to go quietly, she said she needed to seek further advice. This came in the form of a call 15minutes later from the Business manager, who basically decided to pay for a driver (on the following day) to drive to DVLA Nottingham, collect a replacement tax disc, and deliver it to me a work. This was done, and I was happy again. Well, for another week at least.
2) The V5C came through my door. With 2 lines of the address incorrect. Whilst this in itself isn't a major problem as such, how hard can it be to copy my address down correctly from the computer screen in the office on to the DVLA reg document? I would hazard a guess it would be the same person who couldn't copy the correct reg number onto the tax disc. A quick phone call to the DVLA, and basically I had to return the V5C to them with the correct details on. Inconvenience to me, and the cost of a 1st class registered stamp.
3) Just this morning, I get my GAP insurance policy paperwork, and guess what. Incorrect details on it.
Not only is the car model incorrect, but the VIN is incorrect as well. The stated car model on the paperwork is a car that Renault haven't made for 5 years! The 'administrator' had apparently sorted this out for me in the last hour, and I'll receive the correct paperwork in the next 7 days.
Now, is it any wonder that Renault consistently get poor feedback from customer service survey when they pull crap like this? Admittedly, the faults themselves aren't major, and have been rectified (nearly), but why can't they just get it right first time. And why do they look like a rabbit in the headlights when you ring up moaning about it. I can honestly say, that Renault have done a pretty good job of tarnishing their CS experience with me, and the new car experience as a whole.
Would I go back to them again? For the Renaultsport cars, yes. For everything else, no.
Anyone else had similar problems?
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