Yet another person unhappy with the level of customer service when trying to make a warranty claim from Suzuki's service department. It seems I'm not the only Suzuki car owner to have problems getting their new vehicle repaired under warranty.
South Australian motorist Jim Johnston wrote to me asking for help getting HIS Suzuki Swift repaired after having no luck with "New Spot" Suzuki's service department!
Here's Jim's e-mail...dated Friday 28 Dec 2007. I WONDER HOW MANY OTHER PEOPLE HAVE BOUGHT A NEW SUZUKI CAR AND ARE NOW SUFFERING FROM A LACK OF AFTER SALES SERVICE?
Hi Michael,
Looks like Suzuki have a special school that turn out this type of service person as I have had a similar experience in Adelaide. I hope you can post this on your site, keep up the good work.
Please read on.
Once upon a time there was a happy driver who went to New Spot Suzuki, Main North Road Adelaide SA. Never again. The End.
"I bought a new Suzuki Swift for my wife from New Spot Suzuki Main North Road Adelaide. It was my wife’s first new car and she loved it. We took delivery of the new car with low profile alloy wheels that the sales manager had on display.
After the first week we noticed a rubbing noise when carrying passengers in the rear. I reported it back to the sales manager who did not want anything to do with us now as the car now came under New Spot Suzuki Service department.
We booked the car in for inspection and the service manager raised the inner guards to try to give more clearance. Relief was short lived with us having to go back again many times over the coming months. Eventually the service manager said, "you need to wear the tyres down a bit” I did not believe what I was hearing.
The inevitable happened, a few more months went by and eventually the tyres had developed flat spots. This had the effect of creating a very loud droning noise to a point where you could not hear a passenger talk to you. I took the sales manager for a drive; we had only gone 200 meters when he said that’s enough, I will get Bob Jane to supply a new set of tyres.
When I took it back this time the service manager said the problem is the wheels are oversize and we should have kept the original wheels on the car. I contacted the sales manager for his opinion as this now seemed to be an inter department battle with the customer on the losing end.
The sales manager contacted the supplier Bob Jane T mart, to look into the problem. The representative said the tyres have flat spots because of incorrect sizing and he was not prepared to supply new tyres.
I explained to the sales manager that I was less than happy and wanted a new set of types. He arranged with Bob Jane to supply a second hand set with 1500 klms on them for $400. I wondered at the time why anyone would change tyres at 1500 klms (I was soon to find out).
The secondhand tyres were fitted, and sure enough the noise was gone (as expected) now that the flat spots were gone the droning was also gone. But now back to the original problem the rubbing of the tyres. The sales manager wanted me to pay 200 dollars towards the tyres which I had originally agreed to do. But now as we had proven the original problem was the rubbing I refused.
Two days later I needed to have a wheel alignment done as the car was pulling badly to the left. This was done three times and they could not get the wheels to drive straight. The manager at the wheel alignment center said it was the tyres that were the problem. I ended up having to buy new tyres. The car was driving like a dream but there was an occasional noise from the rear driver wheel. After the issue with New Spot Suzuki I decided to take it to Ultra Tune for a service.
Two Days after the service I took the car to New Spot Suzuki to have the noise looked at under warranty. A junior mechanic having seen the Ultra Tune service sticker on the window decided to make my wife an example asking who had serviced the vehicle and telling her it was Ultra Tune that had forgotten to do up the read plate on the wheel letting water in and corroding the wheel bearing!
The service manager took the mechanic at his word reported it to Suzuki as a non warranty item. When I went back with the car and the service manager inspected it personally he realised he might have been a bit premature reporting it to Suzuki as non warranty, not wanting to look a fool he decided to have me pay for the repair and then reclaim back on warranty. He told me that it most likely will be covered but he did not want to be left holding the baby ... The cost was $100!
I later that week received a call from the service manager to say Suzuki will cover the repair under warranty as a good will gesture this time, but I must agree to come back to New Spot for future service.
I am now seeking out Suzuki South Australia state manager and consumer affairs to inquire if it is legal to blackmail customers like this. I still have not been reimbursed for the $100.
Thanks for your ear,
Do Not Buy Any Vehicle from New Spot Suzuki. I have recently seen a gentleman with placard outside the dealership in regard to his issues with vehicle."
Regards,
Jim Johnston
SA.
Hi Michael,
Would you believe the saga regarding the wheels is still going on..?
To bring you up to date,
After three unanswered letters to the dealership no reply. At this point I was advised to have an RAA inspection done on the vehicle. The RAA found the wheels were oversize and did not fit the vehicle or comply legally. Another thing that was picked up was the fact that one side rear was wearing more that the other?
I took the dealer copy to the NEW SPOT maintenance manager, I handed t over and told him the RAA said the wheels did not comply. The RAA also stated on the report that they could not complete the inspection because they were unable to check the rear suspension due to the fact of body wheel contact not allowing them to check suspension travel distance.
I thought for sure this would resolve my issue and New Spot would come to the party. No such luck, I had zero feedback and was forced to take my complaint to Consumer affaires. Consumer affairs got in touch with New Spot and eventually after some long negotiations I was in formed by phone that they wanted me to take the vehicle to Bob Jane T-Mart to have the wheel size checked.
I did this and the tire service rep checked the vehicle and came up with the same result as the RAA. After the Bob Jane rep reported back to New Spot I had a call from the New Spot
(I was beginning to think no one in New Spot could read or write, but was since told this is a ploy used by many not to confirm anything in writing and to keep things on a he said they said level for future court cases) to take my vehicle to Bob Jane and they would fit new tyres, but fit them on one condition…. I was to sign a letter forgoing any other claim and remove this blog from the web before they fitted them. Needless to say that was not an option, I was advised legally and by consumer affairs that this is deemed an unfair contract and should not be interred into. I called back New Spot and told them of what I was advised, their answer was “see you in court”
I am presently putting my case together with the RAA recommended solicitor who specializes in this area, will keep you posted.
Regards,
Jim
Hello Again,
Latest on the wheel issue…
My last contact with New Spot management was through consumer affairs who were trying to assist a mutual settlement. This ended when New Spot giving me an ultimatum.
They wanted me to give up my consumer rights and sign off a no further claim waiver on them in regard to the vehicle. If I was prepared to do this they would fit a new set of smaller tyres and hopefully this would resolve all my problems. If it did not I had no recourse…
I informed the manager that I had been advised by consumer affairs and the RAA legal department that this would be deemed an unfair contract and that I should not enter into it.
To try and come to an agreement I offered to take the new tyres and test drive the vehicle with both myself and New Spot representative and then sign off. This was not agreeable to New Spot management and the last word was see you in court. So I will see them in court soon…
How can such a dealership have RAA recommendation and approval, when they wont recognise RAA reports or advice?
The attached information I have passed onto my solicitors who are now fully aware of the issue with New Spot Suzuki Main North Road Adelaide. The information may be of use to other readers of your site.
Thanks,
Jim Johnston
March 15, 2009... Jim emails me with an update...
Hi Michael,
The latest news is my Solicitor sent New Spot Suzuki General manager a letter outlining demands to have the car repaired and wheels replaced with suitable new wheels and tyres also make good any damage caused by the ill fitting wheels. Re-pay me my $1500 added cost for the alloys.
There was to be a positive answer within a week and repair made with in a further three weeks. Need less to say no answer was forth coming. Now we are on step two of arranging a court session.
Thanks
Regards,
Jim Johnston
This seems like a long drawn out procedure just to get a fault fixed under warranty... Jim first contacted me Friday 28th December 2007!
If anyone else has a story to share please e-mail me at the address below and I'll gladly add it to this site as a public service in the hope that SOMEONE in the Suzuki Motor Company might take notice and improve their appalling customer service procedures.
Michael @ mysuzukicar dot com