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“Average buying experience and very poor after sales”

written by haydn.s on 07/06/2014

The first part of my experience was average, wasn't bad but then wasn't a massively good experience. There waa alot of waiting around which can be understood as they seemed quite busy but when you arrange alot of it over the phone I didn't expect to wait that long but they where all friendly and helpful as well as trying to get everything sorted properly.

The second part which is currently still ongoing is quite appalling. A problem was discovered with the cars steering lock and controls after getting the car home. The steering wheel would move forwards/backwards when pulled or breaking/accelerating quickly. This in my opinion is very serious as a couple of times breaking and accelerating the steering wheel moved towards/away from me depending on what I was doing. I feel that this is something that should of been checked before selling the vehicle as I could have quite easily lost control of the car and also lost my footing on the pedals (the last thing you expect when pulling off/breaking is the steering wheel to pull out/push in with your body weight and arms as the car stops/pulls off)

I thought fine, I will ring them and they will sort this out for me. They offered me a date and I said I would ring back to confirm the date. I rang back and the date had gone (fair enough I didn't ask them to book it but you'd think they would provisionally book it what with it being a serious issue)

Regardless that this was a serious issue with the steering wheel reach adjustment wasn't locking (also an issue with the stereo steering control however not urgent) it was some time before I was able to bring it in (almost two weeks) Imagine if I had lost control of the car... Since purchasing the car I have been limited to driving it because of safety concerns and also been very cautious when driving it (you expect to be able to enjoy driving it after buying not worrying)

My car is still with available car which is now 3 days. I was contacted on the first day saying it is with the main dealer and I will be contacted with an update the next day. I was not contacted the next day with an update and now on the third day I have had to ring them for an update (I can perfectly call them myself however when they say we will contact you but don't...)

I have contacted them earlier today asking for an update, I was told the last update was on Friday that the mains the dealer still has my car and that's all they had. I asked them how long would it be before I get my car back but they said they won't have any more information till Monday. I said it has been three days now and will be 5 days when it comes to Monday only to be told 'well we don't class the weekend and the workshop doesn't run at full capacity on weekends' I asked if they knew exactly what was wrong/being done with my car and where it was but I was told they don't have that information.

No apology for not updating me on Friday or for the MASSIVE inconvenience it is to me.

They just don't seem bothered in me or getting my car fixed. If I was selling cars to the public I would check them properly (things get missed, that is life but something as serious as this?) Also if I had to take a car back because a customer had found a fault I would contact them everyday, I would make sure I chased everybody involved to give the customer all the information, time scale etc.

I wouldn't forget to contact them or have no information where my car is or how long it might be.

It will be interesting to see if when I get this back if the petrol in my car has been used and not filled up. I do not expect me to have to fund someone to run my car around to be fixed when it should have spotted before I purchased it. Not to mention all the driving I have had to do to go back to available car and time off work etc.

My car was purchased from castle donington.

I do not like putting bad reviews as I know things do go wrong and things aren't always straight forward but I do expect to be taken care of when I purchase a car and it goes wrong however I don't feel this is happening. No updates, no information, me having to spend money on petrol getting there and back, there is poor service and definitely no above and beyond.

Happy with the purchasing of my car mostly... after sales definitely not