Andy

Shocking -1* Service

I bought an Insignia from Eden Fareham and the saleman (Luke) was great. There was a faulty tyre pressure sensor, so Luke ordered me a replacement. NOW FOR THE SHOCKING SERVICE THAT FOLLOWS: The problems started when I went to have the sensor fitted. I was told I could have a waiting appointment and that my car would be first into the garage, if I arrived before 08:00, which I duly did Having gone for breakfast, I returned an hour later to see my car still on the forecourt When the car was eventually worked on, I was told that the mechanic had damaged the tyre and needed to go and get a new one, so there would be a delay. Next, I was informed that the mechanic collecting the tyre had "broken down", so there would be a delay. He finally returned and was fitting my tyre, so progress was being made, although after an hour I challenged the receptionist and was told that there was a need for a 15 minute test drive to calibrate the sensor After a further 30 minutes I started to complain about the excessive time it was taking to fit a simple sensor, only to be told that they were having trouble finding the "original" ticket I was too angry to complain at the time, as I would have just ranted at the first person I saw, so I drove slowly home and phoned the garage and asked to speak to a manager as I had a complaint. I was left on hold for a period and was then connected to somebody unable to talk to me about complaints, saying that he would get a senior manager to call me back. When he called me the manager was dissmisive and "sorry they didn't come up to my expectations". He also stated that they do not bother looking at these customer reviews, so no lessons will be learnt from this customer experience either!! Is it just me, or does anybody else think that a 4 hour wait, three excuses and a dismissive management attitude is not the customer service one would expect, following a fault on a car purchased from a main dealer?