Renault - Warranty claims #
Posted by Tony Gould on April 19, 2012, 11:23 am
Message modified by board administrator April 20, 2012, 3:08 pm
Hi Guys |
Just been informed by our local renault parts suppler (lookers Colchester) that they will not now accept any parts returned under warranty unless the vehicle is also returned with part!!
It is down to us to get vehicle back to them so they can confirm that the part is faulty.
Has anyone heard of this or is it just our local dealers?
Posted by Tom Williams on April 19, 2012, 8:40 pm, in reply to "Renault"
We've heard nothing from our Renault supplier. I'm not sure that they are on solid legal ground in imposing conditions like that. Maybe it'll be one for a civil court to decide. Sounds like a good reason to shop elsewhere.
Posted by Mark Tranter on April 20, 2012, 8:50 am, in reply to "Re: Renault"
Most of our local dealers have dealt with parts claims this way for as long as I can remember, this has caused me to avoid genuine parts where possible as the aggravation involved is just not worth the stress .
We had one not long ago with a saab clutch master cylinder.
very slight leak i rang dealer usual story must come to our workshop for diagnosis and repair ,I had difficulty in arranging suitable time that suited the customer, me to take to dealer and the dealer so eventually it was agreed for the customer to take directly himself I supplied him with the required copy invoice etc and off he went (and hour and twenty minute round journey) he came back to me following his visit a little disgruntled as they agreed the cylinder was faulty but needed to rebook as they had not got the replacement in stock . so the customer had arranged for another visit this time he was asked to leave the vehicle with them. which he did and later called them for an update, they told him the part they had was wrong and he would need to wait a few days for the correct part (they had the part number we had fitted on record)eventually when the car was ready my customer went to collect and was given an invoice for the repair say as they had not got a copy of the original invoice they could not process the claim. A phone call,fax and a lot of time later this was sorted . What a pain in the ass luckily the customer did not blame us in any way and just gave him more reason to avoid the dealer but the situation was stupid the labour to change was half an hour the owner had spent over 3 hours driving not including waiting time at the dealers. I would not even have charged labour if they had given me the part to swap
sorry bout the waffle but it gets me so angry
Sometimes we have to fit original due to either no aftermarket availability or lack of quality alternative but I dread any claim
Best Regards Mark rant over
Posted by Tony Gould on April 20, 2012, 3:26 pm, in reply to "Re: Renault"
Our local Ford dealer tried this a few years ago,any claims vehicle must be returned to them. |
I told them we would use a different supplier they soon rescinded.
At that time there were many ford agents to choose from unlike now.
So now seems Renault's are trying the same although don't know if its national or regional.
Big problem is that customers contract is with ourselves and we should be responsible to get it sorted,so means us doing the leg work of getting vehicle back and forth to dealers etc
Posted by Tony Attwood on April 20, 2012, 6:57 pm, in reply to "Re: Renault"
Well chaps, although I can sympathise with you .. .. especially you Mark !! |
I have this experience on a few occaisions and found all to be satifactory .. .. maybe I been lucky.
A Vauxhall crank sensor died after about a week, so it was booked in & found to be faulty & replaced in the dealership FOC This failed as did the next TWO. That was put down to a bad batch of sensors!?!??!?
A Mercedes E300 Fuel shut off valve failed after 18 months (24 month warranty ) & was replaced in the dealership FOC.
A Mitsubishi Space Wagon manual gearbox (some years ago that one) developed a grournching noise after a few months .. .. Once again .. replaced in the dealership FOC.
What else can one say .. swings a roundabouts !!!
Ah !! There was a water pump on a Mondeo 1.8 TD that caused some 'disscusion'. Tech reckoned it was not leaking .. until he admited he had not removed cambelt cover and then saw the Anti freeze stains coming from seal / bearing housing.
Posted by Sean Mc Gettigan on April 20, 2012, 11:00 pm, in reply to "Re: Renault"
Hi Tony, |
TPS work this way also. ie TPS offer NO WARRENTY with any part bought from them (but if its under £50 then they will change it as a 'goodwill' gesture).
Their line is
"You need to book it into a dealer for any warrenty issues,there will be a charge to have the issue checked and if the part is faulty then this will be refunded. There is NO OTHER WARRENTY OPTION" (despite what it says in their own terms and conditions on the rear of each invoice)
So then you just need to arrange with a dealer to warrenty a VAG part for you that you did not purchase from them in the first place!!
Haven't bought a single part from TPS since finding this out last year (the hard way).
Basically, we have your money thanks, now fu*k off.
Posted by Mark Tranter on April 21, 2012, 7:50 pm, in reply to "Re: Renault"
To be fair I have had claims go much better than the one I described, as long as we do our job properly and the dealer does theirs then its not really a problem,but, and its a big, but, most of our local dealers are frankly very poor and i get frustrated at waiting for extended times at service reception just to hand over the car then to explain the situation to service receptionist that thinks I am from mars as I have some idea of how a car works,then only to go over it again on the phone after the car has eventually made to the workshop.I think what I am saying is the system of returning the vehicle to the dealer for the warranty repair though inconvenient would be ok if the dealers were run by people with A. brain and B. Pride in their work along with a touch of customer care ( and thats real care not crm bull)
as an aside I must admit to being impressed by a dealers service yesterday I took a Nissan in for the diesel suction control valve to be reset and was dealt with promptly and efficiently by the service reception and even got a call to let me know the vehicle was completed (a first for me at a dealers) and for that i will mention their name as West way Nissan Stourbridge well done, it says a lot when I am so impressed by basic good service.
Thinking about it though long may it continue that dealers struggle to give good customer care as this will ensure my continued work load. joking apart it is not good for our trades reputation as a whole that the so called cream of our industry performs so poorly
Sorry, to get back to the point I think some common sense would be nice in so much that short labour jobs and low value parts should be exempt from the claims procedure i.e. say a washer pump £15 with ten minutes labour could go through with "self certification "as it were
not going to happen tho
oops sorry TPS do this
Rant over for now
Posted by Tony Gould on April 23, 2012, 10:05 am, in reply to "Re: Renault"
Thanks for your responces,our gripe was with a faulty column switch,waited 6 weeks for delivery we fitted it and worked ok but now had a permanent fault on rotary switch,refitted old unit and back to square one so no dought faulty unit supplied. |
Problem is car stripped down so would have to refit all + 20 mile drive to dealers
We will follow this up and maybe come to some sensible conclusion for future claims
Posted by Nick Favell on April 23, 2012, 12:48 pm, in reply to "Re: Renault"
All the dealers around Leicester have been doing this for some time now. |
If I do have to take a car down to the dealer, as well as the fault description that is given to service reception I type out a report for the technician stating what the problems is including symptoms, what tests I have carried out and what the result are, and finally what I believe the fault is that requires attention / replacement.
It's a pain having to go through all this, but I try to see it from their perspective in as much as they have no idea of my competence - or lack of it.
But I do find that putting a report for the technician does help to speed things up once it finally hits the workshop.
Posted by Andy Mason on April 24, 2012, 8:36 am, in reply to "Re: Renault"
As a side issue, if we have to recover a vehicle in, or it is recovered in and the customer has paid for recovery, and then it needs recovering to a dealer, is that going to be covered? |
Manufacturers are pushing there parts to independants so hard at the moment, perhaps a united voice in there ear might do some good.
Posted by John Ritchie on May 5, 2012, 10:48 pm, in reply to "Re: Renault"
I also found out like Sean a while back with a defective indicator switch on a passat.I purchased the part from tps , faulty part was not covered by them and was asked to go to dealer .My customer was happy to take it to the dealer as he was going through that way but to my surprise they didn't even look at it , i think the words from the manager was " we didn't fit it or sell the part so why should we replace it foc " & went on to say to my customer there would be no way they "adva***ge vw" would replace their defective part as long as he was manager . |
Obviously i had an unhappy customer on the phone so called the service manager in question about this issue & was told the same .I offered to pay the full amount for the repair under warranty until the claim was credited so there would be no impact on them ...they refused.
I called tps and stated my case and wanted phone number for vw warranty .To be fair they contacted vw who did contact dealer and said due to vehicle having an indicator fault vw would be held liable and therefore the dealer in question also as it was a safety issue and had been reported to their agent .
It was a nice feeling having their service manager on the phone eating humble pie
I do feel if this part wasn't safety related then i would have had to replace it myself .I still use tps but am cautious on certain parts.
Our local Renault dealer charge for diagnostic tests under warranty as Renault wont pay
[ Automotive Industry Discussion Forum ]
Copyright © uk autotalk
terms & conditions please read