Klingon2me
Free Member
Hi All
Just wanted to share my experience with you in dealing with Brownhills of Newark.
We bought a 12 month old Swift Bolero from them after searching for the right model for some time. We were over the moon with the layout and everything the van had to offer. We got a deal with Brownhills that we were pleased with.
A week later and after our first overnighter, we had a list of 8 problems that should have been picked up on the pre-delivery inspection, ranging from 2 water leaks on the fresh water tank to main tube lights only working on 230v and not on leisure battery plus others. :Sad:
I reported them to the salesman, he emailed the service department and I heard nothing for a week. I called and called and called and eventually was told they could do nothing to fit us in for two months - we were going on hol before that so told them it would need to be done earlier. :Sad:
I then had to ramp it up to the service manager who told me to bring the vehicle down to them and leave it for two weeks and they would sort the problems. I did. They didn't. 5 out of eight were cured.
Further emails after we returned from holiday elicited the information that the service manager had left. Customer service manager arranged for someone else to emaill me and we agreed a date to return for the three faults to be fixed and by then I had discivered a fourth.
On arrival I was told only one job card had been raised, not four. oh:after a few strong words I was promised all jobs would be rectified. I spent the day with them to be told that they had done 3 out of 4 and would have to contact Swift to resolve the fourth. :Angry:
I emailed the customer service manager after my return home and asked for compensation for their total failure to prevent the whole scenario by a thorough PDI but was told
"It has been recognised that areas of Brownhills are lacking in both experience and good customer service hence the reason for recent management changes.
There has clearly been a significant breakdown in communication with regards to your contact with Brownhills and can only apologise for this and hope that in the future when you do need to visit us for any reason, you will see an improvement in all areas.
As a company we do not recognise compensation and are not able to offer you anything in respect of fuel/loss of holidays from work etc. Our aim going forward is to eliminate any unnecessary repeat journeys to Brownhills wherever possible."
So what can I do? Not much I think but make everybody else aware of their attitude to their customers.
Hope this is helpful to anyone thinking of using them.
Just wanted to share my experience with you in dealing with Brownhills of Newark.
We bought a 12 month old Swift Bolero from them after searching for the right model for some time. We were over the moon with the layout and everything the van had to offer. We got a deal with Brownhills that we were pleased with.
A week later and after our first overnighter, we had a list of 8 problems that should have been picked up on the pre-delivery inspection, ranging from 2 water leaks on the fresh water tank to main tube lights only working on 230v and not on leisure battery plus others. :Sad:
I reported them to the salesman, he emailed the service department and I heard nothing for a week. I called and called and called and eventually was told they could do nothing to fit us in for two months - we were going on hol before that so told them it would need to be done earlier. :Sad:
I then had to ramp it up to the service manager who told me to bring the vehicle down to them and leave it for two weeks and they would sort the problems. I did. They didn't. 5 out of eight were cured.
Further emails after we returned from holiday elicited the information that the service manager had left. Customer service manager arranged for someone else to emaill me and we agreed a date to return for the three faults to be fixed and by then I had discivered a fourth.
On arrival I was told only one job card had been raised, not four. oh:after a few strong words I was promised all jobs would be rectified. I spent the day with them to be told that they had done 3 out of 4 and would have to contact Swift to resolve the fourth. :Angry:
I emailed the customer service manager after my return home and asked for compensation for their total failure to prevent the whole scenario by a thorough PDI but was told
"It has been recognised that areas of Brownhills are lacking in both experience and good customer service hence the reason for recent management changes.
There has clearly been a significant breakdown in communication with regards to your contact with Brownhills and can only apologise for this and hope that in the future when you do need to visit us for any reason, you will see an improvement in all areas.
As a company we do not recognise compensation and are not able to offer you anything in respect of fuel/loss of holidays from work etc. Our aim going forward is to eliminate any unnecessary repeat journeys to Brownhills wherever possible."
So what can I do? Not much I think but make everybody else aware of their attitude to their customers.
Hope this is helpful to anyone thinking of using them.