Halfords complaints

SnowfordSarah1995

I had an MOT done at Halfords and received awful customer service and they lost my service book. I have been trying to get my complaint sorted with them but it has been over 15 weeks and still not resolved. It is me constantly chasing them and not getting anywhere. 

What should my next steps be? 

eskbanker

What outcome are you looking for?

SnowfordSarah1995

eskbanker said:

What outcome are you looking for?

At this point I just want my service book back or a new one, but it will be missing my stamps from previous services, I have got receipts and records for services I have had but it had a previous owner so won’t have records for that. I want to part exchange it but I don’t want to lose money on it for not having a full service history 

LightFlare

What age/model/mileage vehicle are we talking about ?

Most "modern" cars have service records kept electronically.

For anything beyond that age - a full service record wouldnt be worth much to a prospective buyer anyway - unless the car is something special/collectible etc

eskbanker

SnowfordSarah1995 said:

eskbanker said:

What outcome are you looking for?

At this point I just want my service book back or a new one, but it will be missing my stamps from previous services, I have got receipts and records for services I have had but it had a previous owner so won’t have records for that. I want to part exchange it but I don’t want to lose money on it for not having a full service history 

If they can't find your service book then a new one wouldn't have all the prior history, so you'd need to rely on receipts or other records anyway.  It does seem odd that any business would pay any attention to a service book when carrying out an MOT though....

ButterCheese

I don't know where you'd go to escalate this - perhaps try and get the number for head office?  Do they have a FB page?  It sometimes helps if you pester them publicly.

As for the other advice on here about service history - the posters above are maybe only used to having new cars. I've always had used cars, and always wanted to see service history.  Receipts are ok but the service book is much more reliable and looks like you have actually looked after your car.  It is very important to keep and to keep updated so I would be doing the same as you and at least trying to get my history back.  After all, if it's not written down then it didn't happen.  Lots of astute buyers will not even look at a 2nd hand car unless it's got a full book of service stamps, and you certainly won't get top book price for the car without history (unless you're very lucky and get a buyer who doesn't care about checking for history).  Also I've never even heard of service history being held electronically.  Good luck to you.

p.s. I've heard more horror stories about Halfrauds than anywhere else.  I would urge you to use a trusted local garage next time.  They really do not care about their customer base, and are so arrogant that they think they have a monopoly on all things car and bike.  I once went in there to spend £200 on car stuff and they pretty much ignored me, so I walked out.  I complained to the store manager and didn't even get a response, so that should tell you all you need to know

Alderbank

ButterCheese said:

 Also I've never even heard of service history being held electronically.  Good luck to you.

Parker's Guide says those manufacturers that currently keep digital service records (DSRs) include Volkswagen, Tesla, Subaru, Smart, Skoda, SEAT, Renault, Porsche, Polestar, Peugeot, MINI, MG, Mercedes, Mazda, Maserati, Lexus, Land Rover, Jaguar, Honda, Ford, DS, Dacia, BMW and Audi.

You can print off the DSR to show to a potential buyer. If you share the car's VIN number they can access it themselves on the manufacturer's app, rather like checking the MOT online.

Of course the great advantage of a DSR is that if you print it off for the garage and they lose it, you can just print off another one.

Mr.Generous

Alderbank said:

Parker's Guide says those manufacturers that currently keep digital service records (DSRs) include Volkswagen, Tesla, Subaru, Smart, Skoda, SEAT, Renault, Porsche, Polestar, Peugeot, MINI, MG, Mercedes, Mazda, Maserati, Lexus, Land Rover, Jaguar, Honda, Ford, DS, Dacia, BMW and Audi.

Still a few big names missing though. Vauxhall, Kia, Suzuki, Hyundi, BYD, Ssangyong, Nissan, Toyota - plus the exotics.