Hi, I'm hoping someone can help us out with some advice. We own a 4 year old Scenic i music with full service history. On Saturday night we broke down, the problem turns out to be the timing belt has snapped. The recovery driver told us that he was aware that a few scenics had been recalled for a problem like this. Spoke to Renault about it as I believed this is not something that should happen in a 4yr old car with only 34 thousand miles on it, the (very rude) lady at Renault told us there had not been any recall on our car and confirmed they wouldn't expect this problem as they advise you change your belt every 6 years or 94 thousand miles, and was told to take it to a dealership to get it checked by there experts. She informed me they would help me out with a courtesy car as a good will gesture even tho they didn't have to. We took it to the dealership, before they even checked the car the manager told me it was defo the belt that had gone and that it would need a new engine, he said he knew this as there had been a recall on the car for this exact problem. I told him what the lady from Renault UK had told us about the recall, he then showed us a copy of the recall on there system.
I then had to call Renault back on my mobile while we were in the showroom, finally got through to the (very rude) lady again who told me the manager was a liar, she requested to speak to the manager on my phone, they had a debate for a few mins before he handed me the phone back, I was then informed it wasn't a recall it was a fault guidance on the system they would have been picked up and corrected for free if we had taken the car to Renault for its last service!! I pointed out we are under no obligation to get our car serviced at Renault and that we had a full service with all invoices. I informed her that having two Renault employees arguing and calling each other liars was appalling customer service and should not happen! She told me there was nothing she could do to help us further and would no longer be helping us with a courtesy car. I requested to speak with her senior but was told none were available, she then terminated the call. I obviously called back, was told by another lady a manager would call back before they shut, this didn't happen. I called back again this morning but still nobody is available to speak with me .
The showroom manager told me he still classed it as a recall but they couldn't give us a car and they couldn't even look at our car till 9th October as they were very busy! (This even tho I had booked it in at 12:30 yesterday and informed them I would be getting the car towed to there garage at that time) he told us he was certain it would need a new engine and this would cost us in the region of £6k!!!!!
He did apologise for how things had been dealt with and he told us to follow it up by seeking legal advice and maybe contacting the local papers. He said Renault will use the fact the car has not been into a Renault dealership for its services to get out of having to deal with us.
Anyway, it's a bit of a long winded story but we were hoping maybe someone could give us a little advice on where we stand on them maybe helping us out as this is a problem that should not be happening in a car of this age. We are a family with 3 young kids so obviously this is a total nightmare, so any advice would be greatly appreciated.
I then had to call Renault back on my mobile while we were in the showroom, finally got through to the (very rude) lady again who told me the manager was a liar, she requested to speak to the manager on my phone, they had a debate for a few mins before he handed me the phone back, I was then informed it wasn't a recall it was a fault guidance on the system they would have been picked up and corrected for free if we had taken the car to Renault for its last service!! I pointed out we are under no obligation to get our car serviced at Renault and that we had a full service with all invoices. I informed her that having two Renault employees arguing and calling each other liars was appalling customer service and should not happen! She told me there was nothing she could do to help us further and would no longer be helping us with a courtesy car. I requested to speak with her senior but was told none were available, she then terminated the call. I obviously called back, was told by another lady a manager would call back before they shut, this didn't happen. I called back again this morning but still nobody is available to speak with me .
The showroom manager told me he still classed it as a recall but they couldn't give us a car and they couldn't even look at our car till 9th October as they were very busy! (This even tho I had booked it in at 12:30 yesterday and informed them I would be getting the car towed to there garage at that time) he told us he was certain it would need a new engine and this would cost us in the region of £6k!!!!!
He did apologise for how things had been dealt with and he told us to follow it up by seeking legal advice and maybe contacting the local papers. He said Renault will use the fact the car has not been into a Renault dealership for its services to get out of having to deal with us.
Anyway, it's a bit of a long winded story but we were hoping maybe someone could give us a little advice on where we stand on them maybe helping us out as this is a problem that should not be happening in a car of this age. We are a family with 3 young kids so obviously this is a total nightmare, so any advice would be greatly appreciated.
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