"Profit v Customer Care"

A review of Arnold Clark Automobiles Ltd by Walter Morrison written on Saturday 11th of August 2007

I bought a Passat R.N. NG06WBD on Saturday 4th August 2007. Found a major defect within 7 hours. Telephoned and was told the salesman would get back to me. Never happened. Returned the car on Sunday 5th August - called off the deal as I had lost confidence in the car but more importantly last confidence in the company. Defect was the off-side rear window had been jammed with two small pieces of rubber which prevented the window opening electrically AND part of the handle of this door came away in my hand when I opened the door. In addition the door was out of alignment with the body. I was assured that all second hand cars wer inspected by RAC and the sales manager could not understand how this had happened. My money was re-imbursed within 4 days and I am now a committed customer to SAAB.

Suggestions for Arnold Clark.

1. Forget about making money - you already have enough to see you off for the next millenium, and focus on making your customers happy, as they are they ones who have made you rich in the first place.

2. Increase your staff training to ensure that no vehicle ever leaves your premises with such obvious faults.

3. Investigate this incident and establish;

(a) Why did the salesman not demonstrate that all functions of the car worked properly? Poor training.

(b) why did the salesman not return my call? Poor training.

(c) How did the RAC miss this glaring defect? Either RAC staff have been negligent or their report was accurate and ignored by the A.Clark organisation.

(d) Provide an email address which will reach you directly so that you can read first-hand the adverse comments of your customers. The adverse comments will change once you have focused on Customer Satisfaction and not on Profit only..

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