Just made a small donation as well - anyone who puts animal welfare at the top of their agenda is OK by me.

Cheers, I'm not a complete ****, contrary to popular belief

Not read the whole thread, but no business is obliged to deal with any customer. Any business can send a customer packing for any reason they like.

In this case with Yeti's being in such demand, it's not likely they'd lose out or be stuck with a car they cant sell.

Off at a tangent, as usual, but SWMBO is a university lecturer, and textbook author, specialising in business ethics and corporate social responsibility. Her way of dealing with poor customer service is to tell them what she does and then say "I'm going to use you as a case study example of poor practice in my lectures, and I may even write about you in my next book". If she gets really annoyed she writes that in a letter to the CEO. Works remarkably well, I do have to say.

**** happens, and often the way a company resolves the complaint is a measure of their true worth. I've had immediate action - and compo in some cases - by emailing the CEO (http://www.ceoemail.com/). OK, who knows if the response is actually from them, but it worked for me.

Might be good to combine this with HMIB's advice in post 68 - tell the CEO when his staff have done exceptionally well too!

In reality most dealers make far more money from the 'servicing' element of their business than they do from the sales side. I appreciate they need the sales to feed the service dept. but the margins on servicing at any main dealers is incredibly high and of course in many cases we are locked in to their servicing to keep our warranties validated.

Perhaps by letting them know the servicing would be done elsewhere and with a poor margin from the sale, this could have prompted the initial response from the Sales Manager?

Might be good to combine this with HMIB's advice in post 68 - tell the CEO when his staff have done exceptionally well too!

Yep, good point. I did make a point of asking how I could give positive feedback for the Skoda Assist lad who sorted out our HT lead issue, and did so. Other recent examples where I've done the same :

* BT Infinity engineer

* Cafe Rouge waiter

But I have to say, examples are so few and far between, these stand out in my memory :think:

Edited 26 April, 201313 yr by Michael G

... tell the CEO when his staff have done exceptionally well too!

I just have to add, bravo :clap: for this.

We are always quick to complain and very slow to thank and compliment. Too much following of the American litigation culture I'm sure. I've sent emails to line managers and CEOs myself in the past when I've had excellent customer service that goes beyond the person's paid job, and think we should all do much more of that as a society.

Edited 26 April, 201313 yr by wilkenstein

Slightly off-topic, but to illustrate the point being made. Some years ago, my father died after suffering dementia for a number of years. I am an only child, living 350 miles away and so had to rely very heavily on support by Hampshire County Council. After my father's death, I wrote to the Director of Social Services to thank him and his team for the excellent support they had provided, and I received an almost pathetically grateful letter back from him, saying that mine was the first thank-you letter his department had received in over 15 years!

This is an interesting incident. I always believe there are two sides to any story. But in this case I think the OP played too many of his cards in saying he will take the servicing elsewhere (and in doing so the dealer played his card, which from the sounds of it, he is totally allowed to play sadly). I've never serviced any of my cars at the dealer I bought them from. But I have also never told them this beforehand. It is none of their business at sale time and to get the sale they can believe whatever they want. I'm particular in what I want (as is anyone willing to wait four months for their car I'd have thought) and thus I would have accepted the car I've been waiting so long for. This had been built to my specific specifications and THEN I'd have gone to SUK / dealer principal to vent my anger. No point in my book to cut your nose to spite your face. But what is done is done.

Perhaps one side of this incident (that has not been mentioned) is that the OP got cold feet re the car? And decided deep down (or perhaps subconsciously) he didn't want a new one or that he had made a mistake and wanted a facelifted one in due course? And thus what happened, happened as a result. If the OP really wanted the car, he'd have taken it regardless of dealer attitude. A dealer is something you deal with for a few weeks or with a few phone calls - your car will be yours for years to come to do with (and service wherever) as you please.

If the OP really wanted the car, he'd have taken it regardless of dealer attitude. A dealer is something you deal with for a few weeks or with a few phone calls - your car will be yours for years to come to do with (and service wherever) as you please.

I disagree, I think if I really wanted a car but the dealer behaved appalingly I think I might just take my business elsewhere just to make sure they got nothing at all from me.

I disagree, I think if I really wanted a car but the dealer behaved appalingly I think I might just take my business elsewhere just to make sure they got nothing at all from me.

With an iPhone or a fridge or something standard like that maybe, but for a bespoke car, built to your specifications, for which you waited four months? Nope, you're just cutting your nose to spite to your face (in my book). The repercussions from the complaint email and the storm he could have set loose to SUK / dealer principle afterwards would have cost the dealer enough in bad publicity, etc. Spiting them out of the £300-£500 profit they were making by selling the OP the car AND losing the car that he had been waiting for so long, makes no sense (in my book). Had the OP taken the car he would have had his exact car and on top of that, ten to one, lots of vouchers and goodwill gestures from both SUK and the dealer. As it stands he has nothing but a thread on Briskoda. So he lost on all counts.

I accept that you cannot force a business to sell you something, but in this case there must have been a contract imposing legally enforceable conditions on both parties.

I think it was the OP who made the ultimate decision to walk away? Presumably both parties can mutually agree to cancel.

Just picked up my new car from Simpsons Colne and received exemplary service once again. Speaking to the guys down there all I can say is there are two sides to every story and anyone reading this thread in solitude would be best to read both the OP's previous threads where they mention this order, and other reviews on Simpsons in the review section, and then make up their minds.

Oh if anyone want a new yeti they have a lovely example in the showroom.

Just picked up my new car from Simpsons Colne and received exemplary service once again. Speaking to the guys down there all I can say is there are two sides to every story and anyone reading this thread in solitude would be best to read both the OP's previous threads where they mention this order, and other reviews on Simpsons in the review section, and then make up their minds.

Oh if anyone want a new yeti they have a lovely example in the showroom.

What??? They didn't admit to poor customer service? I'm shocked!!!

Oh if anyone want a new yeti they have a lovely example in the showroom.

Lol

Sent from my HTC One X using Tapatalk 2

Well guys today I've just purchased a new freelander 2. As I probably won't be frequenting the forums, I'd like to thank the majority of you for your help and advice on many occasions.

Just to name a few

LlaniGraham

Truthseeker

Angry beard

Boss fox

90000

TP

Oldstan

Hmbennett

Bobdog

Skoda al coda

Johnceebee

Plus many more...

Again thanks for everything people.

Edited 26 April, 201313 yr by Dinski

All the best with the Freelander. I hope it lives up to the expectations you had for your new Yeti.

Well guys today I've just purchased a new freelander 2...

May I be the first to call you "splitter" (in jest) and call on everyone to "boo him, boo him ... and hiss him," then tee hee.

All the best, my mate has a Freelander 2 and absolutely loves it.

Well guys today I've just purchased a new freelander 2.

What??

Are you offnote in disguise?

Best of luck mate, not sure you have done the right thing, but you will still be welcome here providing you do not emulate offnote

Sent from my iPad using Tapatalk HD

And that is how important that Yeti was... ... ...

And that is how important that Yeti was... ... ...

You gotta move on.

And thanks everyone

You gotta move on.

And thanks everyone

Pleasure Dinski. Enjoy the LR.

Good Luck Dinski and have fun with the FL2. Something we looked at but it was just too big for our needs, and a bit too expensive at the time.

I suggest you get innoculated against Landroveritus quickly, as it is very contagious.

Oh, and as it is a new car please check that LR have fitted the special spider in the OS mirror. I believe that they breed a special one at Halewood that won't go into Jaguars!!

Has the dealer offered you the FREE trip to one of the Land Rover Experience Centres? If they haven't push them for it. Very worthwhile trip as it will teach you how good they are off-road.