Naughty Naughty

I was shocked when I found out about it today.. I really thought Scoobyclinic was the top end when it comes to customer service and Subaru expertise in the UK.

To be fair though, there are always 2 sides to the story.


Kev has reached out to this customer asking for a copy of the video in order to take the appropriate disciplinary actions and the guy denied providing it.
If I were the employer I'd rather want to see a proof before taking any further actions against my employees.

This is copy and paste from Kev on MSOC forums:

Msoc thread:


Hi,

yesterday an incoming phone call started with, "I hope you can help me, I have been everywhere and spent a load of money on my blob eye STI trying to sort the brakes yet the pedal is still spongy", we booked him in and today he appeared, this is how it went................

I went into our waiting room for a coffee, customer was sat there so I took the opportunity to say good morning and ask what the brake problem was in detail and what had he spent "loads of money" on with regard to fixing it.

He replied, smirking, "why, cant you find the problem ?" with an added body gesture meaning we had already failed,. I replied, "no it would just save us a little time, hence money if we are given some guidance regarding what work had already been carried out"

He replied, "its had a new master cylinder, new servo, new discs and pads all round, pipe work to the servo, another new master cylinder and the pedal is still crap"......

Seat bag on and car backed onto a wheels free ramp, all wheels removed and bleed nipples on callipers opened, strange, blue brake fluid drained out and some fresh dot 5:1 fluid flushed through and all callipers bleed up.

pads removed, callipers cleaned, copper grease applied and all re fitted together, servo pipe work and one way valve checked, time to road test.

A steady run down our lane, through the ford and out onto the open roads, a look in the rear view mirror to check all was clear and several braking sessions carried out to test the brakes, one from 30MPH to dead stop then 40MPH the same and then a final 50 MPH to dead stop and all was perfect, the brakes behaving the same as they all do, return to workshop and add up the invoice.

A total of £146.00 + vat, invoice raised customer on his way............

10 mins later he was back saying the brakes were no better, another discussion and road test proved otherwise, and off he went again only to reappear after another 10 mins, this time he didn’t mention the brakes but complained we had been speeding on the road test and pulled his bumper off stating that it was all recorded on his in car camera.

I was called in to manage the dispute, armed with Dale our body shop man expecting to do a repair and paint and Andy who had road tested the vehicle to witness the footage on the in car camera we found nothing wrong, bumper was fine and unmarked, puzzled we asked the customer to explain..........

He grabbed the front bumper and pulled it up and down, "it never moved like that before and I can hear it rattling whilst driving".

Back into the workshop we found several bumper clips missing and found the banging noise to be the headlight as it had no retaining bracket on the bottom and had a run of glue underneath it to tack it to the front panel which had now broken free, all this pointed out .

We removed the front bumper added a new retainer bracket to the headlamp, re fitted the bumper and replaced the missing clips, it was pointed out to the customer that it had been like this for a long time after some kind of front end repair which had not been fitted up correctly.

Now who pays ?, he thinks we caused it, we proved it was a previous bodge and explained the main headlamp support bracket was missing along with several bumper retaining clips, however we would throw away the 2.5 hours labour we had spent sorting it but asked the customer to pay for the £10.00 bracket as a contribution, then all hell let loose..............

Straight on his phone to the AA legal cover threatening to put us in court, what for a £10.00 bracket we had supplied ?

We gave him his keys, no charge, never did see his speeding footage....

All part of life’s tapestries......

Some funny folk out there

Kev
 
Msoc part 2:

Hi,,

he is now threatening to put his "footage" on you tube, what a complete plonker

John, he was from Romford in Es***.

To be fair we should not have rolled over and given in, we should have charged the whole 2.5 to 3 hours and the price of not just the bracket but the extra clips needed to fit where one were missing,

He would have been facing a £185.00 + vat bill, however as we really do try hard we would feel that its a bit of a blow on top of his brake bill, we would have taken a view on it and more than a view we simply asked for a contribution as in a tenner.

the amount of huffing and puffing and phone calls that he made, threatening legal action using his AA legal cover it was a case of we don’t need this s**t, heres your keys and go away.

He was a strange character as when we removed the bumper clips he started to line them up on the floor, double checked their alignment to make sure they were laid out in a perfectly straight line................

weird ?

Kev
 
regardless of this open letter, driving like this over potholes is no excuse. If customer doesnt know how to behave, I will still not give him weapon against me.

The technician that drove the car like this should not work in that garage any more, he acted unprofessional. Problem is, customer can be unprofessional, as its not his profession to be customer. Sure he is a ****, but this is just not how you drive customer's car no matter how he behaves.

This situation deffo doesnt help this garage, and regardless of the letter, even if everything there is 100% truth, the video of a guy aiming purposely for the potholes is just making it win-win situation for the 'customer'.
 
100% agree.

Apparently the guy driving the car handed in a notice and took full responsibility for it. He also asked of not punishing the guy sitting on a passenger's seat... :ponder2:
 
Very bad form. It's very easy take full response ability when your caught . They called him a cheat and a lier and said he was a bit weird but since the video was released there hasn't being a word from them . Your as good as your last job or customer Yes loads of people liked them and we're happy with them. But are they happy now even they see what goes on when your not there . Shocking business model to run in fairness so such an established company :icon_evil:
 
This doing the rounds too

cedafa89e7e0d1eb5abe7e36ca5a3279.jpg


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Whether you're dealing with a customer or a cųntomer, you don't treat their car like that.

It's as plain as day that they were aiming for as many potholes as they can.

They want a copy of the video, download it from YouTube.
 
Ciaran WRX said:
This doing the rounds too

cedafa89e7e0d1eb5abe7e36ca5a3279.jpg


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Click to expand...

What causes this could have been a number of things
Pic and video of all sort of craps to come I'd say.
That said the driver had to go.
Strange or not his car didn't deserve that
 
JohnRA said:
Whether you're dealing with a customer or a cųntomer, you don't treat their car like that.

It's as plain as day that they were aiming for as many potholes as they can.

They want a copy of the video, download it from YouTube.
Click to expand...

Well, problem is, that they didn't see the video until it went public on the news.

Which is kind of a problem, because the boss could not react on statement made by one of customers against employee without evidence. Furthermore, that its one customer against two technicians that were sitting in the car.

video appeared few days after the incident happened. To which point apparently the garage did not release any official statement.

Also the fact, that they tried to discredit the customer:

He was a strange character as when we removed the bumper clips he started to line them up on the floor, double checked their alignment to make sure they were laid out in a perfectly straight line................

weird ?
Click to expand...

is also very unprofessional.

At the end of the day, I would go into the store to get my car done, I am 100% positive, that in following at least 6 months, they will be doing the best job possible to try and fix their reputation.
 
just dont give them your buisness or money
its the only action you can do to a **** like that
hit them in the wallet
 
Here you go, Statement from clinic

'HI,

By now many if not all the car tuning community will have seen Ben Newbery's in car camera footage, especially the Subaru community.

We at the clinic pride ourselves in our honesty and integrity, 35 years in the trade, 30 years operating from these premises and the last 20 specialising in Subaru's gives us a great knowledge base to look after tune or repair your Subaru with the research done on our race, rally, gymkhana and RX cars

It amazed me how quickly some members of the car tuning community jumped on the bandwagon, deliberately stirring up the situation and turning it into a media frenzy, its akin to villagers coming out with pitchforks and burning torches hunting us down without giving us a chance to sort this, give our side of the story, make amends, carry out an internal investigation and disciplinary action if required.

Yesterday evening and through the night in a bid to minimise damage we had to delete and block several liable posts and posts containing bad language and threats from our facebook page, in this mass cull we may have deleted some members by mistake, if this is the case please E mail us direct to reinstate your profile.

Lets boil this down to its core, there is footage that we were not privy to posted on the Daily Mail on line web site, this footage seems to show a car being driven up our lane at 19 MPH, its alleged that the driver was deliberately aiming for pot holes when its clear to see that he tries to swerve avoiding as many as possible but due to the recent wet weather the lane is riddled with them making it impossible to miss them all.

Some audio is recorded showing the two lads having some sarcastic banter between them not knowing that they were being recorded, what else does it actually show ?, if the owner thinks we have done wrong the we openly apologise to him.

Our employee who has been with us for 15 years and is a very valid member of staff has tendered his notice as of yesterday requesting that I don't sack the passenger as he wasn't driving.

This witch hunt based on one employee allegedly overstepping the mark just the once has jeopardised every ones job here at the clinic and my life's work, if the community thinks that is fine then so be it.

This morning several messages left on our answer phone were listened to, they range from nasty to funny, a few nasty Emails too I do hope the perpetrators of these messages feel so much better after leaving them.

A big thanks to all our supporters and their kind words by E mail, forum posts and direct contact.

Onwards and upwards.

Kev'
 
It's shocking to see such ignorant response..

It's almost like he didn't watch the same video that everybody else did.


The guy deliberately aimed for potholes and in my opinion drove a bit faster than 19mph.

Regardless of how fast he drove, he shouldn't have exceeded 5mph on such poor state of a road in customer's car.
 
Wouldn't expect any other response from sc


Heard that sc are trying to sue the customer from not saying about the hidden camera
Invasion of privacy,

Some bunch of chancers,delighted they been found out
 
Always two sides to a story , but scooby clinic have handled very badly, there is lunatic customers about but they are the ones you babysit because of damage like this. Car should never have been drive like this no matter what the reason. The fact he has someone working for him 15 years that would do this is amazing. And his response to the video is not doing him any favours.
 
Where's the Humbleness in the company's reply?..

very intesting

think his response will do just as much damage to reputation as orginal video.




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Shocking response
Avoiding the holes ???????
I think he hit every hole on the lane and did it hard
How could you watch that and say he was avoiding the holes
 
Shocking stuff, I think this hole event is going to change two things.

1, SC will and should go out of business

2, every body that values there car should have a dash cam.
 
Obviously the employee that did that has more self awareness than the owner/PR of the company. Some ppl just do not understand, that sometimes, the best defense is actually admiting the blame, instead they will keep saying that what we saw with our eyes is lie, probably Michael Bay montage or something...

I dont get this, its Subaru drivers he is trying to keep as customers, its Subaru drivers that knows that when you are going through road like this, you need to slow down.

This is just nonsense, and worst thing is, he is blaming the damaged customer, who had is car damaged in that little stunt(maybe not directly, but those shocks and tyres will surely go fast after this)
 
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