Is this typical Renault dealer service ? - Page 2 - Renault Forums :: Independent Renault forum

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post #6 of 12 (permalink) Old 28th September 2006 Thread Starter
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16th September – I was still not happy with the brakes and so I visited an Autocentre near my home for a free safety check.
The tyres were checked and the front tyres were found to have 3mm of tread and the rear tyres 5mm and 6mm. (car has only done 24000 miles)
The brakes were checked and the following was found:
The front pads and discs appeared OK.
The rear brake discs appeared to have uneven wear and the OSR calliper was not operating correctly – it appeared not to be sliding in its mounting and was bending the disc when the brakes were applied. I was shown the brakes and was told this could be the cause of the excessive brake pedal travel.
I was then shown the rear exhaust box and I could see that it was split on the seam and was blowing exhaust gases.

18th September – Phoned the dealer and asked for an appointment to see the director - an appointment was made for 2pm on the 19th.

19th September – Met with the director and discussed the problems I had with the car. Mr **** said he would get the car into the garage a.s.a.p. and sort the problems out. He also said he would look into the problem with the mileage. Mr **** had a word with his workshop and said that the work would be done when the car came in for the wipers to be repaired on the 27th of September. Work to be done:
Exhaust, Brakes, Wipers, Drivers’ seat, Check steering column shroud.
Cure hesitation when pulling away in 1st gear.

20th September – Phone call from Mr **** – he said the mileage was correct at 18047 when the car was serviced at ***** Services on the 14th of April and that a clerical error had been made. Mr **** said he would supply me with a letter stating the correct mileage for the car.

22nd September – Took car into the dealer so they could take a quick look at the car to enable them to order the correct parts. When they did this check the must have removed the rear wheels to inspect the brakes as when I drove home the rear offside wheel trim came off – they had not replaced the cable ties holding the trim on the wheel.

26th September - Phone call from a Mr ***** (third party customer services company) asking if the car was ok and had I had any problems. He didn’t seem to know anything about the problems I had with the car. I explained to him all the problems I had and he said he would get back to me.

27th – Car was taken to the dealer for repairs to be carried out. Reception produced a repair sheet for my car which said one of the problems was long brake pedal travel. Underneath this fault was another fault for short brake pedal travel. The receptionist asked me which fault was correct and I then asked if the faults for the hesitation, exhaust etc were on the list, he then looked at his computer and we went through the problems together. I then asked if a mechanic could look at the car with me so I could explain the problems fully. I went through the problems with one of the mechanics and he said that the brake pedal travel and sharp braking were a characteristic of this car. He looked underneath the car and said he couldn’t see where the exhaust had blown. I also showed him the problem with the car hesitating when pulling away in 1st gear and he said that he had found other Scenic owners had reported the same problem and he had not found a cure.
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post #7 of 12 (permalink) Old 28th September 2006 Thread Starter
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Had a phone call from the mechanic later in the day and he said that all the work had been completed but that he was unable to cure the hesitation when pulling away and said that it was a characteristic of this type of car.
Went to ******* to collect the car and asked to speak to Mr ***** the director. Mr ***** then drove the car and agreed that there was a hesitation when pulling away in 1st gear. I also asked Mr ***** to try the wipers and he agreed that they still noisy and clunked quite loudly at the limit of travel. I also drove the car and found the brakes were much better than before.
Mr ***** suggested we speak to the mechanic. The mechanic said that he had found nothing wrong with the rear brakes but had cleaned and lubricated the linkage. The mechanic then showed me an exhaust pipe which he said was from my car and said that there was nothing wrong with it, I asked him why he had replaced it and he said “to keep the customer happy”.
The mechanic then showed me a wiper motor including all the linkage and said he had replaced the whole wiper mechanism on my car. Mr ***** then asked the mechanic to look at my car again and having done this the mechanic said that it was ten times better, I said I didn’t agree.
I then asked the mechanic about the hesitation and he showed me a printed reply to a query he had put to Renault Technical support which said that they has noticed the same problem on other cars of that model but that they did not have a solution. I asked for a copy of this email but was told I couldn’t have one. The mechanic said he had tried four other Scenics and the problem was worse on some and better on others.
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post #8 of 12 (permalink) Old 28th September 2006 Thread Starter
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Advice please

Can anyone advise me if I have a valid reason to reject the car and ask for my money back (£8000 cash)
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post #9 of 12 (permalink) Old 28th September 2006
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Doesn't sound good.
You need to get something in writing quick. Write to the director by proper letter,recorded delivery and state everything that has happened so far. Tell them that if they don't sort it you will consider rejecting the car.
Contact Citizens Advice as well, or the AA/RAC legal dept if you are a member.
They will be able to tell you your rights,time scale etc etc and what to do about it. Their advice is free.
keep a diary ( which it appears you have, which is good) of everything that is said or promised and keep all copies of any correspondance.
The most important thing is to get a letter in the post NOW, the sooner you act the more chance of a succesful outcome.
Be polite and to the point, try not to be rude or agressive as this may go against you.
Best of luck.

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post #10 of 12 (permalink) Old 29th September 2006
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Lesson to be learnt

Jeremy Clarkson would have a field day...

I do sympathise with you as I had similar bad experiences with Ford (tho I was 21, naive and spending pittance on a tired Fiesta) and it seems your dealer isn't the best. Also my experience of Renault dealers is not good to say the least, so I stick with independents or non franchised Renault specialists. HOWEVER....

Are you telling us you bought a car,

Without opening the boot - this would of shown you the parcel shelf and light faults
Without opening the bonnet - this would of shown you the clip fault, and also any signs of respray or damage
Without trying the wipers
Without trying the lights
Without looking at the service book or log book - one look at the words "rental car" would have most of us shutting the door and saying thanks but no thanks. Its no use questioning the mileage once you've handed the money over unforunately, the time is when you are looking it over.
One other point - Autocentre may have been telling the truth, but free safety checks are not usually free - they need to find things wrong in order to get business off you. They may not have been, but this could explain your mechanic at renault not finding the same faults.

I don't envy you, and I hope this doesn't seem too harsh, but dealers are there to get YOUR money - there are thousands of cars out there and they are fighting for your money. Make them earn it - take as long as you want to check the car over, refuse to put a deposit down or sign for it until they repair the faults, be prepared to walk away. You will be surprised how much more helpful they can be then.

Once you have handed over your money they aren't particularly interested - they will do their bit to keep you happy, but your position of power is when you are waving the ££££'s in their face and saying "you can have this if you fix a,b,c, otherwise I'm walking down the road and your mate can have the commission instead"...
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dealer , renault , service , typical

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