Fleet News

Fleets speak out in dealer service row

FLEET operators have added their weight to the Fleet News Fair Dealer campaign with a growing list of examples of where they want service levels improved.

The Fair Dealer campaign highlights best practice and condemns unacceptable service in Britain's dealer network.

The operators wrote to us confidentially through FNN.

Among the case studies was that of a two-year-old Renault Laguna diesel, which needed to be repaired when the warning light came on and power dropped.

It was reported to a local dealer on May 21 and the first appointment offered was more than a month later, on June 25.

The fleet manager affected said: 'The car was left at the dealer's for several days as it would only be a 15-minute job to put it on the diagnostic computer, but they never touched it.'

He added that the company was paying for a hire car while his company vehicle was off the road.

Other problems included getting service departments to answer the phone or return calls.

Another issue was getting them to charge standard work times for jobs and not treat customers like 'idiots'.

One reader accused a manufacturer's dealer network of not being properly equipped to cope with the demands of commercial vehicle operators. He wrote: 'They need to take a look at proper commercial vehicle operations, such as those run by Iveco and Mercedes-Benz. No longer can they claim to be car manufacturers who build one or two vans.

'People like ourselves who operate several hundred commercial vehicles need to be catered for with 24-hour servicing, seven days a week.

'We cannot be asked continually to queue up behind three Motability cars, Mrs Jones' leaking Fiesta and Mr Smith's Ford Mondeo that he keeps reversing into his garage door.'

At the time of the campaign's launch, dealerships argued that most of their hard work and good service often goes unnoticed, with only the bad news coming to the surface.

If you have a good or bad story to tell about your experiences with a dealership click on the Fair Dealer Campaign logo on the right of the homepage.

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