NAPA Auto Care’s Post

Disappointing Experience with Arnold Clark I purchased a car from Arnold Clark in July 2023, expecting a hassle-free ownership experience. Unfortunately, it's been a series of issues: - AC stopped working - Tyres constantly losing air - Failed first MOT (oil filter, brake pad, disc) - Side Mirror issue Despite reaching out to customer care during the warranty period, the problems persisted. Before posting this, I gave them another chance to resolve the issues. However, their response was dismissive, stating that the warranty's over and I need to pay for any diagnostic and repair costs. This response is unacceptable, considering: 1. The car's recurring problems 2. The premium price paid 3. The expectation of quality and reliability from a reputable brand like Arnold Clark As a customer, I feel let down by the lack of effective support and quality checks. Has anyone else experienced similar issues with Arnold Clark? How did you resolve them? I hope Arnold Clark takes customer feedback seriously and takes necessary steps to improve their services. #ArnoldClark #CustomerExperience #QualityIssues #Disappointed #UnacceptableResponse

A moment of reflection, One of the most frustrating parts of working within the automotive industry is that in general people don’t realise how skilled the men and women who work in Aftersales are. They deserve every penny they earn, it has always been a very technical job as cars have become increasingly more complex, but now we are on a completely new level of complexity, and even though we explain in detail what we have to do to repair the vehicle we still find ourselves justifying the invoice value. Our teams have to regularly complete extensive training courses to ensure that our collective knowledge is capable of carrying out the required repairs, and business owners have to invest in equipment that costs thousands of pounds. So the next time you hear, “My mate down the pub can do that!” or you find yourself standing in your local garage when they are trying to piece together the chain of events that has caused the issue with the car, bear in mind one thing. If we don’t make a profit, we will no longer be here to support you when things go wrong. The invoice value reflects the costs of training, equipment, knowledge, people and customer service; not just the time it took to fix it. And it’s usually our customers who drive around in the Flash cars, not the employees. #yourlocalgarage #euroreparcarservice

Purchased a car that had been smoked in and not disclosed. I can live with that. Then, after a month, paint on the quarter panel begins to chip off in large chunks. On closer inspection, the car had been in an accident and repainted, but there was no clear coat on half of the quarter panel. Carvana's description of the car was "no accidents". Carvana refers me to silver rock, who states they don't cover cosmetic issues. My issue is that the "150 point inspection" is a lie. Yes, I could have caught it earlier and they claim they would have helped. But I'm not the car professional... they are. If it was truly inspected, they should have noticed the issue. They should have noticed that it had been in an accident and partially repaired. They refuse to help. I can only get the run around from carvana. The reps are nice enough, but follow the corporate script of zero customer service. The cosmetic issue is only the surface of the potential nightmare. If it had been in an accident and had shoddy body work done....what's underneath that was never fixed and may be a bigger issue than peeling paint? Carvana should stand behind their description of the car a month from purchase. This was my first and last purchase with carvana.

❌ Never blindly purchase and extended warranty contract. ❌ 🤔 I like extended warranties, when it makes sense. “Your good bumper to bumper!” - a statement so often said Incorrectly to a customer purchasing an extended warranty. Next thing you know that same customer is very frustrated that their extended warranty won’t cover their xyz. I have worked with several extended warranty programs for my customers and I have purchased one myself. My experience is as long as you know what you are getting for what you are paying, you won’t be disappointed. It’s setting expectations. In the video I cover these repeat letters I get in the mail for “urgent timed information regarding my vehicle coverage!” 😱 ✅ If you want an extended warranty make sure it makes sense for you, the vehicle you have, and by all means read that contract before you sign. —— I’m Chris Craig. I create daily educational and coaching content for automotive employees. TikTok: https://lnkd.in/eMMVEWpC YouTube: https://lnkd.in/eTmW3WPS #extendedwarranty #fixedops #serviceadvisor #servicemanager #learninganddevelopment

Serious question. Why is the car dealership experience so bad? Let's talk about the "Service Center" ... I make an appointment for my complementary first service (Let's be honest, it's an oil change and a "visual inspection") My appointment is at 10am, but the appointment is just so their intake isn't overwhelmed - ok that's fair. When I ask how long it'll take, I'm met with "You should take the shuttle home and probably shouldn't wait, it'll be a while" ...so glad I made an appointment right? I wait for the shuttle - takes an hour or so for us to leave. I get home 30 minutes later, because it's a milk run. I get it. Sit down to work around noon-ish and get a call two hours later and we repeat the process to get picked up. 3 hours worth of waiting, shuttling and what not for what is likely a 20 minute job. How has nobody made this better yet? Or have they and I missed it?

A Testament to Dedication: Spotlight on Todd Hayes and Adams Automotive "World Class Service" - More Than Just a Motto In the bustling world of auto repair, the grind of day-to-day operations often goes unnoticed. But for Todd Hayes, COO of Adams Automotive, it's this very grind that has shaped their reputation for "World Class Service." It's a testament to the ethos that hard work, while not always immediately recognized, ultimately crafts undeniable results. Hayes embodies a philosophy that resonates deeply within the automotive repair community: Keep grinding, stay focused, and let the quality of your work speak volumes. In a field where trust and reliability are paramount, Adams Automotive stands out not just for their skill, but for their unwavering dedication to honesty and diligence. It's not just about fixing cars; it's about transforming lives. Their commitment goes beyond the garage, touching the lives of customers who appreciate not just the service, but the sincerity and integrity behind it. As one customer aptly put it, "You don't need a lot of words to prove you're the real deal." This is a call to all auto shop owners: emulate the dedication and honesty exemplified by Todd Hayes and his team. It's a powerful reminder that in our industry, genuine effort and integrity are the cornerstones of success. Let's take inspiration from Adams Automotive and continue to elevate the standard of service in our own shops. Remember, the fruits of earnest labor will always find their way to the spotlight.

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Are you curious about how dealerships are sparking enthusiasm among their technician ranks? Check out this insightful article to learn more!

CCCS has today indicated that it sent out reminders to car dealers in February 2024 directing them to remove any restrictions that might require their customers to repair or service their cars exclusively at the car dealer’s authorised workshops. This follows the market study conducted in 2017 which identified possible competition concerns with these warranty restrictions. CCCS indicated that it has from time to time received a number of reports that some car dealers continue to impose Warranty Restrictions. It continues to watch this space closely and will take enforcement action where necessary. https://lnkd.in/gYY2DZXz

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