Shocking Customer Service!

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boz81's review of Marshall Peugeot, Cambridge, Cambs


“Shocking Customer Service!”

Written on: 17/07/2017 by boz81 (1 review written)

Shocking customer service from Marshall Peugeot Cambridge. We purchased a used Astra from them and after about a week the gearbox failed, whilst I do appreciate that these things happen the whole process of getting it resolved became very stressful and hard work. Firstly, the car was recovered back to Cambridge and I was told they would investigate and contact me, no contact was made until I called back a few days later and they informed me it had been recovered to Vauxhall Peterborough to be investigated and repaired, still the contact from Peugeot was all but non-existent. I resorted to ringing Vauxhall myself in the end! They told me that the new gearbox fitted would come with a 12 Month Warranty which Peugeot have refused to pass onto us, all we kept being told was we have had to spend £2,500 on that gearbox as if they were trying to make us feel sorry for them! After the work at Vauxhall the car was driven back from Peterborough using our petrol and it looked like it had been driven through a field as it was covered in mud! Also, the side of the front bumper was sticking out as the clips holding it in place had been broken.

We may have brought a used car rather than new but that shouldn’t make us any less important customers and that’s how we have been made to feel unfortunately.

The final straw was today 11/07/17 the car went into have the bumper repaired. This was arranged by the dealership manager who failed to inform anyone that it was going to happen, the car went in at 9:30 and we were informed it would be around 3 hours to complete the work at 14:00 I rang and I was told that they didn’t know anything about it and would get back to me and they never bothered, 5 times I rang in total with no return call as promised after my final call to them at 17:00 and they could provide no information I went to them, I was then informed the car had been locked in the body shop for the night! We were provided a courtesy car but this became a problem when it needed to be an automatic. Then a member of the service team became stroppy and started throwing her arms up in the air and shouting something angrily that we didn’t hear as we were about to leave. Was it our fault the car was locked in? Was it our fault the manager is incompetent and can’t organise anything? NO! And do we even know if the car is fixed nope not at all. Avoid this place at all costs the pure lack of communication and people skills is shocking!

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