Nationwide Autocentre

LandyAndy

tomocb wrote: »

My worry is that are you could well be right. I hope not. The manager this morning did sound disappointed about how his branches(s) had been delivering poor service.

At the end of the day, if more people experience this then NA will lose more business and it will start to effect them financially.

Approach this business with extreme caution.

Thank you for taking that line.

My view is that senior management are well paid to do their job and part of that job is to make people like you go away. They won't see dealing with you as an inconvenience at all just 'all in a day's work'.

Nevertheless, I do hope you get an outcome you are happy with.

goldspanners

nickyhutch wrote: »

so never went back. Simples.

not for some though.

cheekychappy

I've never had anything but great service from the Northampton branch.

tomocb

Well.... It looks like the car is finally sorted!

The car still felt bumpy after collecting last from NA, but this is because of the start of the blow-out and the fact that now that the tyre has been replaced it feels like it did before it went in.

The independent garage that I took the car to for inspection said that it looks like everything has now been fixed, with the exception of the glow plugs which should have been replaced during the major service. However, that's far too minor a thing to dwell on given everything else that's happened.

Now that the car is sorted, all that is left to do is to respond to the letter from the CEO and thank them for their help and ask them what they are doing to prevent this kind of thing from ever happening again, i.e. having to wait until escalation reaches a regional manager in order for their organisation to say "you're right, we messed up and we'll get things sorted for you."

Any of you who want to use NA in the future, I strongly recommend scrutinisng any work they carry out or if you can't, then get someone else to. Otherwise, I would stay well clear until they prove that they have improved the QA.

Let's bare in mind that the car went in in April and only now is an independentgarage satisfied that it's now back to how it was originally. I wouldn't want anyone to go through the same thing we have.

I will post back and let you know what the CEO says. However, if I'm asked not to publish details of the correspondance, then I will agree not to do so, because the proof will be in their actions and not anything they necessarily say.

Sssssss

good for you taking this on, it's your time and life and up to you how to spend it, but do you really think the CEO is going give a damn? He will only get to hear what his people tell him, i.e. you have been refunded in full, end of story for him, he probably doesn't even know how to open the bonnet of his own car!

mchale

Tom, they have sorted your car out, now move on, find a new garage

tomocb

mchale wrote: »

Tom, they have sorted your car out, now move on, find a new garage

That's not what this is about. The car that was involved is not mine and I sorted because it belongs to my other half.

The bigger problem here is that there is overwhelming evidence that many other people are being effected by a lack of poor service.

Me forgetting about this whole episode is not going to make the problems simply go away. I'd might as well bury my head in the sand.

Personnally, I'd rather seem them change there ways than lose business. That is their choice and they know if they don't change that it will hit them with consumer forums like this.

I'm not even suggesting that the CEO will listen to me. But to assume that it pointless to communicate with people is very negative.

goldspanners

tomocb wrote: »

That's not what this is about. The car that was involved is not mine and I sorted because it belongs to my other half.

The bigger problem here is that there is overwhelming evidence that many other people are being effected by a lack of poor service.

Me forgetting about this whole episode is not going to make the problems simply go away. I'd might as well bury my head in the sand.

Personnally, I'd rather seem them change there ways than lose business. That is their choice and they know if they don't change that it will hit them with consumer forums like this.

I'm not even suggesting that the CEO will listen to me. But to assume that it pointless to communicate with people is very negative.

the CEO will look at thier bottom line, if they are still profitable then he doesnt have anything to worry about,if he sees they are starting to loose money they will put on a promotion for tyres and exhaust and the figures will be back up.

most folk will buy on price alone, so even if you shout from the highest roof top how bad they are folk will still go there if they are the cheapest,so your crusade will in the end be pointless. they wont change thier ways,they will however tell you they have and pay you some lip service.

Anihilator

So just to confirm the reason your car wasnt driving properly was because of a faulty tyre not supplied by Nationwide?

Twitchy_2

Call me cynical, but if I had the appalling service that you alledge you've had I would not have gone back, at the same time I would not waste hours of my own time telling the world online, the only question I have is have you ever paid for any work or have you always complained and gone back for a refund? This would explain to me why you would keep going back. If you are that altruistic about righting wrongs you should get a job on trading standards because at least you'd get paid.