As a small business owner I thought I’d share with you a story illustrating the penalties of not listening to your customers. This is a true story that has happened to me today.
My cars’ MOT is due on the 1st October every year and having had the brakes worked on a few weeks ago I knew that the rear tyres would need replacing before the MOT at they were on the legal limit.
Having used the Formula One Autocentre in Peterborough several times in the past for tyres and brakes (in fact it was them that told me about the tyres a few weeks ago) I thought that I would go to them for the MOT. Ringing them on Tuesday to make the appointment for the MOT I told the chap that answered the phone that I would need two tyres and that I wanted these placed on the front with the current front tyres moved to the rear so that I had the best tyres on the front. “That’s not a problem was the response” so the MOT was booked for 1pm.
Today I arrived at Formula One before 12:30 to give them time to change the tyres and I told the guy behind the reception exactly what I wanted – two new tyres and the front ones moved to the back. This time I was told that they would put it though the MOT first to see what needed doing, so I repeated that I had been told by one of their mechanics that the tyres would need replacing within 2 months or so and I had already told them this over the phone, at which point I was directed to the waiting area.
Now bearing in mind that the MOT bay was empty and that the car had been booked in for 1pm I was a little surprised when it was 1:15 before the MOT was started, but decided not to worry about saying anything.
Finally the MOT finished and yes, you may well have guessed the story by now – the car failed as one of the two rear tyres was worn! When I said that I knew that was going to happen the receptionist calmly told me that they had the tyres in stock and could fit them (although first of all they quoted the wrong tyre size). Although feeling a little annoyed at the turn of events I agreed and then asked how long it would be. “An hour” I was told.
This means that a simple tyre replacement and MOT ended up taking over 3 hours, time that could have been reduced if Formula One Autocentre has just listened to what their customer wanted at the start.
I can hear you thinking to yourself – well, it was fixed in the end so what is the penalty to the company? My answer is simple, they have lost a repeat customer (remember that this was not the first time that I have used them), I have told others about the service I got – so that’s more prospective customers lost and you are reading this example of poor customer service leading. It’s very true what they say about the Internet, upset a customer and news of the poor service can spread much further than you could possible realise at the start.
*Edit* By 11:15 the following day I had received a comment on this blog post (see below) and was talking to the customer care team shortly afterwards. The complaint has been passed to the regional manager and I have been advised to expect a phone call from them later today.
*Further edit* The regional manager rang at approx 12:15 and apologised but it still seems that if you want tyres done before an MOT your best option is to take the car to Formula One the day before to get the tyres changed and then take it back the following day for the MOT, which means two trips. Even if you ask for the tyres do be done first it looks like it is their policy to do the MOT first, so they do not really listen to their customers on the “shop floor”.
*Yet another edit* Within 9 days of the new tyres being fitted one of them suffered a puncture while I was driving at 70 mph in Peterborough. The Green Flag mechanic could see nothing wrong with the tyre apart from the damage caused to the sidewall while I was driving on the burst tyre to get to the side of the road and come to a halt. The tyre was taken back to Formula One in Peterborough where I told them what had happened – they did not seem interested and charged me £45 for a replacement tyre. Needless to say this is the last time I will ever go near one of their depots !
Thank you for your feedback.
As a family run business it’s very important to us that we maintain the highest level of customer care. That’s why we take your review of our services very seriously.
We’d really appreciate an opportunity to talk with you so we can identify any areas in which we can make improvements.
Please call our careline on 01438 746633 or email us on careline@f1autocentres.com
We look forward to hearing from you.
Leon Glencross
Managing Director
Formula One Autocentres Ltd.
Thank you for your comment, as you may be aware I have just contacted your careline and am waiting for a call back from your regional manager.
I must say that the speed of reaction and the fact that you have (1) found the blog post and (2) are esculating it does impress me. However, it does seem that you are not willing to admit that you did not listen to the customer in this case.
I left my car into F1 autocentre in Luton – a company I have used a number of times in the past and felt I could trust. My car needed a service and MOT. It passed MOT and then they serviced it. I got a phone call telling me it needed front discs and 2 tyres in front and the total porice would be just under £900. I have MS and need my adapted car to get to work in London I said I would have to go ahead realising I would have to borrow money to pay. I was also having my boiler replaced the same day! I then began to think that this was an excessive price and rang a number of other F1 garages – they all quoted considerably less. When I went to collect the car I said that I was contacting trading standards and the managing director of this”family run competitive” business. When I said this the price dropped by £200 suddenly. I still thought what I paid was excessive but decided I would take my car and deal with the regional manager with whom I had left a voicemail. I drove tha car out and immediately a warning light came on and the car was still pulling to the left. I took it back and it took another hour while they tried to find where the diagnostic tool went – I pointed out that there was a book that told them.They sorted the light but re the pull to the left they saidas told I would have to drive it until “it settled down”!
All in all I paid a little short of £700 and know I have been ripped off! I will never use formula one again!
PS I had 2 tyres replaced because the MOT said it was needed – it did not. I t said that one was getting close to the legal limit and did not mention the other. They also found no issue with the brakes.
Fionnuala