Paul

Nice car, poor after sales

I bought an Audi TT from ESP Cars (Jan 2022) and whilst I am happy with the car itself, the after sales experience did not go well. Close to purchase ESP cars identified the rear light needed replacing which they did replace. However, the fitting of this light was poor, it was not aligned flush to the adjoining body of the car and part of the light itself had broken off (see photo) Upon reporting this to ESP, I was informed the car had gone through preparation correctly and they dismissed these claims despite me sending photographic evidence of the poorly fitted light (the day after collecting the car!) no offer was made to remedy this matter which was disappointing. In terms of other matters, I was told the car had a 3 month warranty, I was given absolutely no paperwork regarding this, instead ESP just wanted to push their “Premium Comprehensive” warranty at £699 which seemed highly marked up. I didn’t have the luxury of spending hours for the car handover, however viewing the car indoors in very poor lighting allied with no offer to test drive it before driving off I felt was also poor. So overall, yes a nice car, would I buy again from ESP nope, certainly not. For me after-sales is just as important and I hope ESP can take the lessons learnt here to improve their customer experience moving forward.