Worst Customer Service Peugeot UK

[Anonymous]

I have had a engine fault on my RCZ since I bought it several months ago, when you accelerate it sometimes stutters for a second, no warning lights and then drives normally. I have had it in the dealers on and off for over 4 months, they have declogged the top half of the engine twice now, changed timing belt etc with no change and fault remaining. I have rang Peugeot UK over the past 4 months of this nightmare of in and out of the garage for weeks at a time. The people in the Peugeot contact centre are great, but then you get passed to a customer care manager, this is were the problem starts. These people never ring you back, they contradict each other, you can never get them on the phone, they are always busy, it is a total nightmare. You have the dealer on one hand blaming Peugeot UK and Peugeot UK when on the rare occasion they actually ring you back blaming the dealer. I have rang Peugeot in excess of 50 times and only had my phone calls return 4 times in 4 months, on the latest occasion a so called customer service manage rang me back, she was completely ignorant and completely uninterested in my case. I was intending the buy a new RCZ R this year coming and after the customer service I have received or not as it may seem, I will be going elsewhere for my new car.

 

[Anonymous]

Such a shame to hear another tale of such shoddy customer service. However, my recent dealings with another marque haven't done much to restore my faith that this is isolated to one marque or another, far from it.

If I was you then I would put everything in writing to Peugot's Customer Service Team in Coventry. I found them to be far more interested than my local dealership ever were and, on several occasions, were fundamental in resolving my situations. They also provided some very well received compensation.

 

[Anonymous]

I have tried both the dealer & Peugeot UK, I have contacted the Peugoet UK customer care over 70 times, received 4 phone calls back in 4 months, customer care managers are never available, nor do they ring you back, it's just a blame game between them & the dealer. I couldn't believe that on the last occasion Peugeot UK tried to sink the dealer by accusing them of not carrying out the de-clogging procedure properly, nothing like loyality lol.

 

[Anonymous]

Also on the point of compension Peugoet UK customer care manager said it is not Peugeot's policy to give out compensation, but knew they were being economical with the truth.

 

[Anonymous]

Dorino, fire me a PM and I'll give you the name of the customer care manager at head office who I have had very positive dealings with.

There is often an element of attributing "blame" but I was always ok with this if it resulted in a satisfactory resolution.

 

[stagger321]

Dorino, fire me a PM and I'll give you the name of the customer care manager at head office who I have had very positive dealings with.

There is often an element of attributing "blame" but I was always ok with this if it resulted in a satisfactory resolution.

Its a nice offer for the guy, although I suspect it may be less than fruitful.

I am currently 2 months into getting a resolution to my jacking point failure issue (separate thread).
My impression of the Pinley House Customer Care managers I have dealt with thus far is that they are polite, helpful and sympathetic to my issue, but they appear to be somewhat overloaded with cases. Recently my Case Manager was changed to a second one to take some of the load off the first Case Manager. As a consequence it takes some chasing to get things done, and often seems like you are wading through treacle.
So in dorino's case I doubt you will be just able to pick and choose what Case Manager you can deal with.
With the recent press announcements of cutbacks on staffing levels across the UK operations, including at Pinley house, I can't see this making the the customer care experience any better.
I have no doubt they are trying their level best, but with limited available resources its difficult.
Its really a PSA senior management call on whether this improves or not.

Its tempting fate I know, but I am still very hopeful that I will get a positive outcome from my issue, and to back up what mrizzle has said above its definitely better to take the issue to the head office, if the dealer chain don't appear to want to help.
So I will continue to battle on. In my case I am polite but very, very stubborn. I will get a satisfactory outcome - even if it takes a little longer.

All the best dorino.

 

[Anonymous]

Hi thank you for your kind offers and advice, I am determined to get a resolution on this matter, unfortunately it is looking more like I will have to use a solicitor on this matter, which is unfortunate.

 

[stagger321]

Hi thank you for your kind offers and advice, I am determined to get a resolution on this matter, unfortunately it is looking more like I will have to use a solicitor on this matter, which is unfortunate.

Before you open up the can of worms and involve expensive solicitors, have you tried Trading Standards? Might be a Sales of Goods Act issue.
Its worth a try.

 

[Anonymous]

Funny you should say that, they advised me if I had given Peugeot or the dealer a reasonable about of time to fix my car and they have not I am within my rights to ask for a like for like replacement. Here is where the problem pops its up head up, the dealer say it is a Peugeot UK warranty engine fault and its not there responsibility it Peugeot UK who has to authorise this. I cannot get hold of my customer service manager been trying for over a week, but last time I spoke to her she said why are you ringing me, your car is fixed, when challenged she flipped out saying she had not had a chance to read my case notes, bearing in mind that she rang me she should of looked at the file first. Great customer service if I treated my customers like this they wouldn't be customers for long.

 

[stagger321]

Funny you should say that, they advised me if I had given Peugeot or the dealer a reasonable about of time to fix my car and they have not I am within my rights to ask for a like for like replacement. Here is where the problem pops its up head up, the dealer say it is a Peugeot UK warranty engine fault and its not there responsibility it Peugeot UK who has to authorise this. I cannot get hold of my customer service manager been trying for over a week, but last time I spoke to her she said why are you ringing me, your car is fixed, when challenged she flipped out saying she had not had a chance to read my case notes, bearing in mind that she rang me she should of looked at the file first. Great customer service if I treated my customers like this they wouldn't be customers for long.

I sympathise mate. I'm not trying to defend them in any way, but as I say I believe they are somewhat overloaded.
Although its tempting to berate them I've personally found that does not get you anywhere. Not suggesting you did this, but its something to bear in mind.
Your dealer, in exactly the same way as my dealer did, will say its not their issue - its a warranty issue. What they should do at this point is raise a warranty claim for you. Have they?
If Peugeot UK come back with a yay, or nay, then you at least you know what approach to take next.
It doesn't look like you are there yet though.
I seriously suggest you look at other options before you resort to solicitors. It will get more expensive than you think (unless you have a solicitor in the family or are able to claim Legal Aid), and Peugeot UK will know that if you suggest it.
I'll PM you shortly

 

[stagger321]

Just PM'd you Dorino.