Matt

In brief a shocking experiance

Unfortunately shocking service after such high overall reviews on trust pilot. My 72 year old father jumped on a train to collect his second hand but new to him Volvo xc60 from sighthill edinburgh to travel from the very north of the highlands by train. A journey of more than 8 hours to have the engine warning light come on within 10 minutes of driving the vehicle. Apologies were made and offer to pay for his train ticket to inverness and promise to drop the car to his door when fixed at the main volvo dealer. Unfortunately he lives another 150 miles north of there.... and no offer to get him home. My father has to ask for a car on loan which they don’t have or do, but given the benifit of doubt, provided him with a fiat 500 with only half the amount of fuel it would require to get him home.... A week goes by and no update, I myself phoned and spoke to the sales rep who promised me a call back, on this occasion I recieved it but was supposed to be followed up with a call back again, never recieved. I asked for a change to the warrent from 60 days to 10 month due to the issue and they didn’t call back. I then a few days later had to call the Stirling branch where the car was being delivered to be fixed to find out what was happening. Although a close family member also had poor service from Stirling, on this occasion they did remarkably better than Edinburgh. Thank you for that Stirling. That said we hear very little more for a food few days eventually for my father to call Stirling to find out what was happening. Stirling had no record of any agreement that was made with Edinburgh to deliver the car to my fathers door. But had said that they found more things wrong with the car than the engine warning light advised. I belive something to do with rear bushes or suspention in thier checks, which they also fixed, so happy with this from Stirling as my father was. . .time goes by with No information on what is happening with the car.. . So comes to myself again to call and speak to the general manager in Edinburgh Sighthill after an initial conversation with a representative saying I wanted a call back tonight or I would sit in thier showroom the following day and let any customers know the issues we were having, until it was sorted... now I know I wouldn’t do that but the worry from the GM made sure he called me back. Oh and too the representitive, bad mouthing a call from an angry customer (who was very calm on the phon3) by telling the manager the worst of the conversation and little else doesnt really sit well with anyone now does it when your GM didn’t have the sense to hold back and say to me on the phone that he wasn’t sure of the whole situation as all he was advised by you was the one stern thing i said about sitting 8n your sgowroom, very much goes to sgow that that comment was the only reason i recieved a call back...(My suggestion to Arnold Clark would be to have some retraining on staff as gow you speak and deal with vustmers needs some addressing) After speaking to the GM he assured me he and his staff would never agreed to deliver the vehicle to my father’s door, to which I responded then my father would have asked for a refund... in all honesty I was calm but direct to the situation and I was met not only with excuse of why they can’t provide an answer to the following Monday (this is Friday) but a sense of agrivation at me calling although appologies were free flowing they were done with contempt. “I have no record of the agreement with your father’ was the response from the GM after I advised that he needed to put a better process of recording critical agreements in place, which was also followed by “ calls are recorded so we don’t need to make notes” . All good except a conversation face to face isn’t recorded on a call is it, was my response. Now I could go on and I’m sure if Arnold Clark Sighthill want to respond I will add more to thier response but in the hope that head office see this, please have in mind, people that buy from you may not have much, may not have ever owned much or indeed bought a new car in thier lives... the purpose of buying a larger xc60 was because my mother is getting crippled with arthritis and the new car I bought my dad years ago she struggles to get in and out of and is in constant pain when in it... the money my father used to purchase this car was the very last of the tiny pension he squirreled away through his working years and would now have to rely on the national pension to survive.... you may ask why he bought the car then, well when you live in some of the most remote areas in the UK and there are no busses, very few shops and a road that has more potholes than road surface due to over usage (North Coast 500) then you have to have a means to get around... NICE ONE ARNOLD CLARK, YOU SUCCESSFULLY MADE WHAT SHOULD BE A PLEASENT EXPERAINCE PROBABLY THE WORST IT COULR BE, and left an older man feeling downhearted about the whole experaince and new vehicle... Roll on Monday before 10am to see if they really do call back with a solution to collecting thier car, delivering Dads car to his door (unlikely) offering any compensation ( somewhat doubt) and when does the warrenty run to on this car, the point of Purchase or the point of actually recieving it, because that matters too!