How's this for Service?

[dollythelw]

I dont think it matters if they are covered for it under thier insurance policy - its more important to find out if they are liable. it doest matter a monkeys if they are going to be out of pocket as long as you get the vehicle back in the condition you left it with them.

Good point Luke - get it in writing, amazing how much more "considered" peoples words get when they are accountable in print.

[Happyoldgit]

It's been infered, but not blatantly stated, but DO get everything in writing, you may come to rely on it further down the road. Whilst word of mouth may appear to get a quicker reaction, once this degenerates in to a "he-said-she-said" scenario, being able to provide copies of written correspondance will be very useful.

Agreed, get everything in writing.

[Fatboy]

A few years ago I took a motorbike to a "specialist" for a regular service. Their rep phoned up later that day to tell me:

Him; "It won't start..."

Me; 'Eh? I rode it in...., is it a flat battery or something?'

Him: "No, our mechanic took it out for a test ride after the service and it cut out at 13,000rpm and now... won't start/ Please come and get it."

Me; 'Surely.....'

Short of it was, they were adamant that it was not their fault. Willing to try and fix it if I wanted but it would cost.... Later in the afternoon, I was talking with a very good company lawyer on work matters and he asked why I was narked. He then offered to help and asked for the "Specialists phone number".

10 minutes later !!

"Sir? Yes, sorry... we have had a misunderstanding.. We will fix your bike and ensure it is correct. Clean it and bring it back to you, no need to pick it up".

'Oh... ok, thanks, that sounds fine'

"Is that okay sir, are you sure?"

'Yes, thats fine".

"Good... I'm glad. Now could you please phone up Mr X and tell him here is no need for further action and we have done as he instructed".

Couple of days later... Bike delivered to the door in a van. Washed and polished and running a dream!!

Mr X then achieved "God Status" in my books.

Stick to your guns and don't be too flexible with your requirements to get back what you took in.

[FridgeFreezer]

Bunch of arse.

- Tell the police

- Tell YOUR insurers what has happened and when you need it sorted by, they may take it up and then handle getting their money (plus their costs) back from matey's insurance co. The threat of a bigger bill could gee them up a bit

If your insurance aren't interested then there's plenty of companies who will take up your case and file an even bigger bill

- Signs in the car park mean f-all, most disclaimers are to deter you from kicking off and aren't actually worth the paper they're printed on. Even if it's halfway decent the only way to find out is to take it to court and see who's got the smarter lawyer...

They have a duty of care and if they get funny then I'm sure your insurers and trading standards would be interested to hear.

[BigSi110]

I've just had a call from NK4x4 and they have stated very clearly that they're doing everything they can to help the situation get resolved as soon as possible.

They have stated that they are an honourable company (based on past experience with them, I can't complain, which is why my 110 has been there every time I've needed something doing) and that they are taking this matter very seriously.

My situation is highly emotive and, in this situation, effective communication is essential.

I have been given every confidence that they will resolve this matter fully and will let you know the outcome.

[ibexman]

I would have thought a company as big as NK who supply brand new vechicles would have their compounds well secure with cameras and the like ??????

[imspanners]

In case there's any doubt about Duty of care: Read this

In all fairness, you have to feel sorry for that garage owner, it seems it was not his fault, but still had to pay out!

[DiscoStu]

A few years ago I put my 1979 VW Camper in Wigan Beetle Centre for an MOT and the subsequent work.

During it's stay one of the mechanics had a welding mishap which literally blew some poor sods cal look bug to bits, set fire to the garage seriously damaging 15 vehicles, 6 of which were later written off.

Mine was borderline and I was basically given the choice of a cheque or a repaired motor. I took the motor. Unfortunately I still had to pay for the MOT and the work

I would hope that NK see sense and value your continued custom and "Do the right thing" as my guys did.

[western]

BigSi, sorry to hear about your 110's misfortune, I hope NK sort it to your complete satisfaction, as others have said everything in duplicate writtten & inform police & your own insurers.

[missingsid]

Sorry to hear about your problem and hope it turns out OK.

I hope yours is just a glitch that gets sorted, they are very near to me and was thinking of using them.

Unfortunately thier comment does not sound good.

[Hybrid_From_Hell]

Whats the latest then on this sorry saga ?

Nige

[BigSi110]

Sorry saga. Yes.

I'll refrain from going into details, but NK complained to me that I was being rude about them on the forums. Not true.

My 110 now has new alloys and a stereo. It's missing the toolkit which I assembled for minor repair work, which was placed under the drivers seat that was brand-new and unused. A few other bits and pieces are missing.

Nk have part-paid for the wheels and stereo. I needed my 110 back on the road, so felt there was no other choice. The remainder of the costs to return my 110 to the same condition including tool kit etc amount to £650 which I've paid for so far.

There are ways in which I can recover these costs and I'm reviewing them....

[Hybrid_From_Hell]

NK complained to me that I was being rude about them on the forums

FFS that is beyond belief

"I am sorry Sir, we have been useless and taken no care other than to park your LR in our yard we don't bother too much because we don't belive we are responsible, and, as a result your LR has been robbed of parts, but please don't be rude to us or we will get upset"

I think their behaviour thoughout has been disgusting, uncaring, unprofessional and shows them up in a dreadfull light.

I would think that many people who see this will now on the various LR Forums will think twice before going anywhere near this shower. This being the case the few quid they have saved by wriggling and being difficult asnd frankly taking the P**s out of the whole situation will prob costs them a hugh amount in the longer term.

Do NOT let them get away with this, and keep us and the LR Community informed, of cause you must also be sensitive to their feelings and not go upsetting them and making them sad and cry

Just as a matter of interest do they park their "Sales LRs" in a circle a la "John Wayne" Stylee ?, and do they all wear big hats ??...could be a suggestion you could make to them next time your in conversation

FFS

Nige

[GBMUD]

Si

If I were you, I should point out to the dealer that the coverage on the forums has been a truthful account of what has happened. If that account reads badly then perhaps they should consider the way that they are treating you and you should make sure that they know that a prompt and positive resolution will also be reported on the forums and will reflect much better on them.

I am sure that they know that but perhaps they need reminding. They must also know that bad news gets remembered much more than good so perhaps they need to make sure that there is more good news and less bad!

Chris

[sheeppimp]

incredible, you are being rude by clearly stating the facts and what they have told you You've been a d#mn site more polite than i would have been in your place

[Happyoldgit]

Of course NK is more than free to come on and state the facts from their standpoint.

[white90]

use the small claims on line service

you'll get your money + costs etc

they do do have a leg to stand on.

[Guest dew110CSW]

Of course NK is more than free to come on and state the facts from their standpoint.

Indeed, invite them on here to give us what they think the situation was, we're a level bunch. Well most of us, Well a few... Oh sod it!

[BigSi110]

Time to be honest, again.

The call also referred to some of their regular customers calling them to ask about 'this Si with a blue 110 and nicked alloys'.

NK seemed annoyed that their regular customers were becoming aggravated. They then pointed out that they were working hard to resolve the situation. Hence, I issued a post which outlined NK's commitment and that they had always previously worked on my 110 with integrity (true).

At that point I believed NK would bear the costs in full. They didn't say so, but that's the impression I got.

I then received a call at the end of the day explaining that the wheels and tyres were on order but that I was expected to pay £500 towards the costs, if I took that option. I didn't feel I had any other option to accept or work with.

We discussed the legal situation which, so far, we differ on. I felt I had no choice but to let NK get my 110 on new wheels etc, me to pay the £500 without prejudice and then decide which way was / is best to claim the costs back.

Only when collecting my 110 did I discover other items were missing.

I was in a difficult situation. No wheels = no go. Billing was upon us and I need my 110 as my everyday car, so I feel claiming monies retrospectively is my only option.

[Se7enUp]

Time to be honest, again.

The call also referred to some of their regular customers calling them to ask about 'this Si with a blue 110 and nicked alloys'.

NK seemed annoyed that their regular customers were becoming aggravated. They then pointed out that they were working hard to resolve the situation. Hence, I issued a post which outlined NK's commitment and that they had always previously worked on my 110 with integrity (true).

At that point I believed NK would bear the costs in full. They didn't say so, but that's the impression I got.

I then received a call at the end of the day explaining that the wheels and tyres were on order but that I was expected to pay £500 towards the costs, if I took that option. I didn't feel I had any other option to accept or work with.

We discussed the legal situation which, so far, we differ on. I felt I had no choice but to let NK get my 110 on new wheels etc, me to pay the £500 without prejudice and then decide which way was / is best to claim the costs back.

Only when collecting my 110 did I discover other items were missing.

I was in a difficult situation. No wheels = no go. Billing was upon us and I need my 110 as my everyday car, so I feel claiming monies retrospectively is my only option.

While I understand your prediciment (sp?)ie needing a vehicle, I think you were wrong to pay them anything at all.

When you handed them the keys to your vehicle, they took on the "duty of care" and that is why as a business they will (should) have adequate insurance cover.

Go and see a solicitor and get some professional advice.

I think you may be pleasantly suprised with the advice you will be given.

I would be really interested to see what Nick Kerner or a spokesperson of his company has to say.

For the cost of a stereo, a set of alloys and a few tools, they seem to be doing a fantastic job of ruining the good reputation they have built up over the years.

I have used them in the past but probably wont anymore.

It's not the security of the yard aspect, it's the attitude and general way they are (not) dealing with an obvious long term customer!