KWIK-FIT Complaints

[Anotherdisallusionedcust]

See below

Edited June 11, 2014 by Anotherdisallusionedcust

[Anotherdisallusionedcust]

Dear Mr Murai,

CAMELON BRANCH OF KWIK FIT 100 Glasgow Road Falkirk FK1 1XS

 

I would like to bring to your attention serious concerns regarding contact I have had with the above branch of Kwik-fit. I have been a long and loyal customer of Kwik-Fit. In this spirit, I purchased Marangoni Tyres from Kwik-Fit on the 6th of October 2012 to place onto Mercedes c180K for winter tyres. I have recycled them, alternating between summer and winter tyres. On Saturday the 7th June, I hit an object on the road which punctured my tyre. I was reassured in the knowledge that given the extended warranty the manufacturer places on this tyre, Kwik-Fit would be well placed to help me with my issue.

 

I took the car to Kwik-Fit Camelon, for inspection on Tuesday the 10th of June and the fitter advised me that to return with a receipt the next day. I duly did, only to be told that the year’s warranty had expired. I then informed the fitter that Marangoni are unique in offering a lifetime guarantee for accidental damage. The link here for provides details:

 

http://tyre.marangoni.com/Azienda/Warranty/Warrantyfolder.aspx#.U5jBDXamU1I

 

 

The fitter said he would need to speak to his manager. The manager (Alan) then came over and aggressively said “what’s the problem?” I explained the situation to him. He put it to me that Kwik-Fit do not offer the warranty and it’s only 1 year of cover. I said that was in contrast to Marangoni’s manufacturer guarantee.The manager Alan, then became visibly angry and raised his voice saying, aggressively “To be honest with you, I don’t care what Marangoni say. I’m telling you that we do what we offer, and i’m not interested in anything else. As far as i’m concerned it’s your problem, take it up with Marangoni!” I was quite perturbed by this reaction and said “no, i’ll take it up with your manager” and asked for his details.

 

Alan provided Wayne’s (The area manager) mobile number.I called Wayne at lunchtime today and to be honest, am less than impressed by his customer service. He repeated (many, many times) that indeed Alan was correct about the warranty. After much discussion, he eventually offered to take the tyre and send it to Marangoni to see if they would honour the warranty. I said that I would be delighted take him up on the offer. I then told him about the aggression and the disrespect I felt I had received. Wayne then explained that “as I wasn’t there, I can’t comment” I asked him what he was going to do about this and he said “nothing”. I clarified, asking “you won’t speak to him about this, or investigate it?” He said “no” I eventually had to terminate the call because Wayne was continually speaking over me. I clearly asked him to listen to me and told him he wasn’t listening to me several times, but he was at this point, quite frankly, ranting.

This is clearly an unacceptable outcome from the original complaint.For 10 years, I have worked in public service and if I was to treat a member of the public with the aggression and disrespect that I have been subjected to in my dealings over this minor issue, an investigation of complaint would take place and if upheld, I would be disciplined.

 

My complaint centres around this key principle- customers and moreover people in general, should never be subjected to abuse/shouting/aggression in any interaction, even when disagreement occurs.

 

In this measure, Alan and Wayne have fallen well short of the mark. As a result, I will take my business elsewhere in future and at the age of 32 and in the prestige market, I would surely have continued a mutually beneficial relationship with Kwik-Fit had this not happened. I would like to know the following:

 

1.What is the procedure that Kwik-Fit operates in order to deal with customers who have been subject to aggression and disrespect? Is it as Wayne suggests- to do nothing? Not to investigate, not to redirect? Not to support their staff to strive for better customer relations and dispute resolution?

 

2-Are Kwik-Fit staff trained to be aware of Manufacturers Warranties? Do they receive training in the procedures in place to support customers wishing to claim under these. It seems in this case they clearly do not.

 

3-What will Kwik-Fit do to help and support customers like myself who have suffered in this way?

 

I look forward to your response and would like to thank you for reading my complaint. I apologise for it’s length, but I felt it important that you should both appreciate the situation in full, and get a sense of my own frustration and upset.

 

Regards,John Young

Edited June 11, 2014 by Anotherdisallusionedcust

[rebel11]

Hi Another

 

Welcome to CAG

 

In order for the guys here to read your post, you need to add spaces to create paragraphs.

[Conniff]

Yes please, add some paragraph and sentence spaces, it's unreadable as it is.

[Anotherdisallusionedcust]

Hi Another

 

Welcome to CAG

 

In order for the guys here to read your post, you need to add spaces to create paragraphs.

 

Hi, Thanks for the welcome, glad to be here. Yeah, i do write in papagraphs and headings but for some reason it's not allowing this to happen. After you click "edit post" and then put in paragraphs by pressing enter? what next as, when i did this in the OP, it reverted immediately back.I'mtryingitnow

[Anotherdisallusionedcust]

the i'm trying it now bit??? that was with huge spaces/paragraphs between them

[Conniff]

What are you using ??

[Anotherdisallusionedcust]

enter

[Anotherdisallusionedcust]

i'm at work so it could be this computer. I'll try at home

[Conniff]

lol, that's what I meant, the equipment and OS Sorry

[Bandit127]

Any browser that has javascript disabled will do exactly what you are suffering from. It is a particular problem with this forum - I don't get it on other forums.

 

And an annoyance if you are running temporary permissions with Noscript on Firefox like me.

 

Hopefully your home browser will be OK. If not, report your original post (by pressing the triangle icon at the bottom of it) and ask a mod to punctuate your post.

[Anotherdisallusionedcust]

Hi guys, thanks for the advice. obv javascript was disabled... edited post above

[Anotherdisallusionedcust]

You know, this whole thing got me thinking and i started asking around work about people's experiences of kwik fit and "extended warranties" on tyres. Many had paid more than originally, even when the warranty for "defects" kicked in. This is because the companies hike their price when dealing with a warranty claim so you end up paying through the nose. Chances are if you called up and priced it, agreed the price then took your damaged tyre to them you'd catch them out.

Mostly though, the warranties were worthless and never paid out. Another PPI???? lol

[Conniff]

Hi guys, thanks for the advice. obv javascript was disabled... edited post above

 

 

JavaScript updates are a major source of malware so the majority of savvy companies won't allow it. It's also worth remembering on a home computer when an update wants to download without being asked. In the case of Java it would be safer to say no and then go to the Oracle site and get the download yourself.

[KwikFit Official Customer]

Hi,

 

We are sorry to hear about this and we'd like to look into this for you. Please email [email protected] with your vehicle registration number and a contact telephone number and we will ensure this is looked in to.

 

Kind regards,

Kwik Fit Customer Service

[email protected]

[Conniff]

You must be really really fed up with looking into complaints.