Clutch replaced on new car

pmpa

I bought a new 2014 e30k+ in January and after 12,000km heard a noise coming from the car. I brought the car to the dealer where I bought it and after going back and forth a number of times they eventually found that the car needed a completely new clutch system and fly wheel.
I got a replacement car from the dealer and am now going into the 3rd week without my car. Apparently parts are on back order and thats why I am waiting so long!
Rang customer care for Ireland who fobbed us off and then said would investigate further and get back to us straight away....2 weeks later we are still waiting for a reply!
We have also emailed a number of contacts for Ireland and Europe and still no replies!

So I was just wondering what people think about this?
Has anyone had a brand new car where the clutch had to be replaced 9 months after buying it!?
Any recommendations as to what I should do next or who I can get onto re: customer service issues in general? Is there an e.g. an ombudsman who deals with general issues of customer dissatisfaction like this?
To me it seems like the dealer was happy to take my money but the after sales has been none existent. Owner of the dealership hasn't rang me back either and I dont think it is too much to expect a phone call having spent so much money!?(Also this is the third new car in a row I have bought from them!)

MuppetCheck

Shouting in the showroom often does wonders but if the parts on back order they are probably as wise as you.

pmpa

Good idea! They are having an open day on Saturday for 2015 models! Might pay them a visit.

TonyStark

pmpa wrote: »

I bought a new 2014 e30k+ in January and after 12,000km heard a noise coming from the car. I brought the car to the dealer where I bought it and after going back and forth a number of times they eventually found that the car needed a completely new clutch system and fly wheel.
I got a replacement car from the dealer and am now going into the 3rd week without my car. Apparently parts are on back order and thats why I am waiting so long!
Rang customer care for Ireland who fobbed us off and then said would investigate further and get back to us straight away....2 weeks later we are still waiting for a reply!
We have also emailed a number of contacts for Ireland and Europe and still no replies!

So I was just wondering what people think about this?
Has anyone had a brand new car where the clutch had to be replaced 9 months after buying it!?
Any recommendations as to what I should do next or who I can get onto re: customer service issues in general? Is there an e.g. an ombudsman who deals with general issues of customer dissatisfaction like this?
To me it seems like the dealer was happy to take my money but the after sales has been none existent. Owner of the dealership hasn't rang me back either and I dont think it is too much to expect a phone call having spent so much money!?(Also this is the third new car in a row I have bought from them!)

What car is it? to be fair you seem to be looked after reasonably well they have provided you with a car in the interim while they wait on parts to arrive and they have committed to repair your car. What more do you want?

pmpa

Its a Mazda 6. I have never had an issue with Mazda in the past. My last 3 cars have been Mazda but I just don't like the way things are going with this one re: being kept in the loop, and info as to why this has failed already?? I know these things can happen and I am a very patient person but this is getting ridiculous and feel very let down by Mazda and the aftersales in this case is non-existent!

pmpa

TonyStark wrote: »

What car is it? to be fair you seem to be looked after reasonably well they have provided you with a car in the interim while they wait on parts to arrive and they have committed to repair your car. What more do you want?

I have been back and forth to the dealer and without a car for 2 full days on occasions while they investigated the issue before coming to the conclusion that the clutch was gone. I have no issue with the mechanic or service guys at the local dealership as they werent getting any information back from Mazda themselves either. At the same time I was having to ring them every few days to try to find out what was happening.

The owner of the dealership didn't seem too bothered, and Mazda themselves have never replied or looked interested in the problem.

All I am looking for is for them to come back to me and say why this might have happened and whether I can be confident that it wont fail again? Also it would be good for a company who prides itself on service to actually provide some!

martinr5232

pmpa wrote: »

I have been back and forth to the dealer and without a car for 2 full days on occasions while they investigated the issue before coming to the conclusion that the clutch was gone. I have no issue with the mechanic or service guys at the local dealership as they werent getting any information back from Mazda themselves either. At the same time I was having to ring them every few days to try to find out what was happening.

The owner of the dealership didn't seem too bothered, and Mazda themselves have never replied or looked interested in the problem.

All I am looking for is for them to come back to me and say why this might have happened and whether I can be confident that it wont fail again? Also it would be good for a company who prides itself on service to actually provide some!

Tell them you want your money back that usually gets things moving.