My query is more to do with my consumer rights than mechanical matters.
I have a petrol Citroen C4 1.4 which I bought brand new 7 months ago. In the last fortnight the car has developed a "flat spot" when changing from 1st to 2nd and 2nd to 3rd (the car jumps very violently and usually cuts out).
On a journey on Wednesday the car became completely undriveable, I called out Citroen Assist (RAC) who diagnosed the flat spot, and they towed the car to the nearest Citroen dealer, which happens to be the same one I bought the car from. Citroen Assist gave me a hire car.
The Citroen dealer called me on Thursday to say there are "absolutely no faults" with the car, despite the RAC man confirming the flat spot to them. I told them there was definitely a problem, please could they take another look.
Friday arrived (today), and again the Citroen dealer called me and they are adamant there is absolutely no fault with the car. Reluctantly I picked up the car after quite an argument with them.
Just before I got home, the car juddered and cut out (3rd gear @ 2500rpm). I just about managed to get it home.
I've called Citroen Assist again and they're sending the RAC tomorrow morning to look at the car, and most likely take it back to the dealer.
What should I say or do if the dealer continues to insist there is no problem with the car, when there clearly is a rather major problem?
The trouble is, the problem only occurs when the engine is hot after 30 minutes or so of driving, so if their mechanics take it for a quick spin round the block it probably won't happen.
Also, does anyone know Citroen Assist's policy on courtesy car provision? They said the hire car they gave me was only for 48 hours - regardless of how long it takes the dealer to fix my car - and if I needed it longer I had to pay out of my pocket. Surely this isn't fair?
Many thanks in advance to anyone who can advise me.
|
|
Personally I would try another dealer and or contact head office.
|
Citroen Customer Service?
An Oxymoron IMHO
|
My experience of Citroen dealers is that you have to push your point and stand your ground, otherwise they will walk all over you.
They really don't deserve to sell these cars, as the response that there is nothing wrong with the car is all too common. It has happened to me and it has happened to my brother.
|
I can only suggest a "Mr Angry" letter. When my Cit was serviced in March they hadn't the clips to refit a minor piece of trim perfectly, it also came back with an oily handprint on the seat. They promised to "ring me when the clips came in". They didn't.
When it went in for recall work at end of August I reminded them and asked them to replace indicator stalk which was dodgy. When I picked up car "the parts weren't in - they would order them and ring me".
I waited 3 weeks - nothing, so wrote a very sarcastic letter about whether they had problems with the phones, was there a world shortage of trim clips and indicator stalks (strange because if it would make it easier for them I would get the parts from GSF, next day delivery), oh and by the way, when I caome to replace my Cit with a new one in a year's time (Oh yeah!!)should I come to them?
Next day, they phoned, fixed appointment, free valet and discount off next service. Better than nothing!!
|
|
I would endorse everything you say Phil. I wonder how many individual customers this kind of treatment has been meted out to? I like the cars but I haven't found a decent dealer yet.
|
"haven't found a decent dealer yet"
Must admit that as soon as my warranty (dealer warranty unfortunately) runs out I will be off down the road to Dilip and Jack, independents, who have looked after our older Cits with care and much more cheaply despite using genuine Citroen parts. Labour charges are less than half main dealers. And they always ring back when they say they will, and they are open all day Saturday, and they will often fix minor problems or diagnose problems for nothing.
I won't mention the problems that my daughter has recently had with two Renault dealers recently - it might put people off French cars and we wouldn't want that would we Machika!!
|
Having worked on Citroens I would say that their electrical systems are the work of the Devil. Expressly designed to make life difficult for the technician - not to mention poor quality wiring and connectors.
I suspect that the technician is only given a short time to do the diagnostics - maybe enough time to run a scan tool on it and a drive around the block.
Best thing (assuming the problem is fairly repeatable) is to go for a drive with a passenger in the back seat holding a camcorder pointed at the instrument panel. Record the problem and show it to the dealer. It does sound like an engine management failure.
BTW - I really like the look and design of the C4 - if only it were made by someone like Nissan, Toyota or Honda I'd be very tempted to buy one.
|
|
PS - I don't think you have any legal right to a hire car. My elderly mother's new Polo was held at the dealer for 3 weeks whilst a new senor was on order! No hire/courtesy car was available.... (and she was daft enough to buy another Polo from the same dealer).
|
|
|
"I really like the look and design of the C4 - if only it were made by someone like Nissan, Toyota or Honda I'd be very tempted to buy one"
But then it wouldnt look like a C4 - it would look like a nissan, toyota or honda.
|
|
|
|
