Having had satisfactory dealings with Peugeot CS in the past I was extremely disappointed with how my recent issue with a front suspension mounting clunk was dealt with - reported under the original 3yr manufacturer's warranty period (dealership failed to diagnose) and subsequently not covered by extended Peugeot warranty when it was noted after reporting it AGAIN at my most recent service - even though I was told it would be covered by my dealership. While the dealership in question (Fish Bros, Swindon) have been helpful and agreed to help resolve the issue after all other avenues had failed, I was expecting more from Peugeot CS - being told that a component is failed due to wear and tear after only 21,000 miles is not indicative of a manufacturing issue is rather insulting (I have a degree in mechanical engineering, including materials science and component design, 60-70k is fair wear and tear, not 20k...), especially as Peugeot has issued a flash bulletin to cover an issue well documented on the RCZ forum.
Info Flash #: B3BW010GQ0
Effect on the customer: Knocking in the front axle
Conditions in which fault appears: Noises when driving, banging on poor roads
Origin: RH and/or LH upper damper mounting
After-sales repair: Replacement of the RH and/or LH upper damper mounting
Necessary components: 1 Upper damper mounting (Part number 5038.F7)
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I was expecting a goodwill gesture in the order of £100 to cover half the cost and was prepared to pay half towards the quoted £220 fee to resolve the issue, which I considered both fair and reasonable. Instead I was told in a rather rude manner by a CS Manager that I'd get no help at all and it was nothing to do with Peugeot (I'd disagree, this is a manufacturing issue plain and simple - hence the bulletin, there are cars on the forum having the issue with <10k miles, one with only 1500!...). Anecdotal evidence from the RCZ Forum suggests this has been covered under warranty for other owners so I am rather at a loss as to why Peugeot were not even willing to go halves, bearing in mind it was reported as having been examined in print (shown on a dealership service invoice) within a month of the original warranty expiring.
Having owned variously a 205, 206, 306, 406, 406 Coupe and now RCZ (main dealer serviced), with my immediate family having owned 205, 206, 306, 309, 405, 205 GTi, I'd consider myself a loyal customer and one who was thinking of upgrading to an RCZ-R within the next couple of years. Customer Service is extremely important to me though, it is so rare to get good service these days that I am very loyal to those who display it, also recommending my friends/family. After my initial experience I was pleased with Peugeot CS, the latest experience (on top of my brakes failing approaching a roundabout at 40mph immediately after a main dealer service - due to a damaged bleep nipple not sealing) has left rather a sour taste and I would hesitate to buy or recommend a Peugeot to others because of this. On the whole I have been delighted with the quality and driving experience of the RCZ (which until now I had recommended to all), which is a real shame.
So in summary, for the sake of being fair and reasonable with me, you have likely lost my custom and that of my friends and family and will receive negative feedback on the well-respected RCZ forum, when common sense and discretion could have provided a positive experience for all, without over compromising or admission of liability from a manufacturer's perspective. A prime example of how NOT to do Customer Service...
