PUGBITZ has a great name but even we get an occasional complaint. Fortunately we have had only FOUR complaints since we opened over TWENTY YEARS ago. We have a great COMPLAINTS policy and thoroughly investigate, as we should. We have had ONE justified complaint over the years, apologised and took care of the customer CONCERNED through reimbursement. He now uses PUGBITZ regularly.
WE HAVE JUST RECEIVED OUR FIFTH COMPLAINT and feel it is a tale worth telling.
A customer drove his Peugeot 1.6 GTI a round trip of approximately 65 miles asking for a Diagnosis of a fault. GAVIN carried out the diagnosis and found the car needed a TIMING CHAIN. We told the customer and advised the fee to fix this. He accepted this and later drove his car a further round trip of approximately 65 miles to have the work done.
The job was done, the customer was delighted. He paid and drove off happy.
Over two weeks later we received an email from him saying his webcam had recorded the test drive, carried out by Gavin, and alleged speeding at 110mph and dangerous driving, his view may have been swayed by the industrial language and misunderstanding of the 110kph speed achieved in the comments of technicians on the recording. He demanded £100 compensation for wear and tear plus fuel used. We replied at once advising his complaint would receive a full investigation.
I am an Advanced Driver and drove over the 4 mile route taking TEN MINUTES, exactly the same time as the test drive. The route consisted of 20, 30 and 40mph speed limits plus the 70mph limit on the short motorway segment. My car recorded an average 24mph. It included 1.7 miles on the Motorway averaging 57mph. and so confirmed the speed of the customers car on the Test Drive was normal..
We emailed the customer to advise that a letter was in the post advising the results of our investigation. AS IS HIS RIGHT he emailed back disagreeing with our findings.
At this time it was a complaint that we had addressed in the proper manner, as is our duty. He was dissatisfied so should then report the matter to the independent Motor Vehicle Ombudsman and/or take it to the Small Claims Court.
HE DID NEITHER. Instead he made a demand for £1000 on pain of reporting it to the Police and spreading the video over the Internet with anticipated damage to Pugbitz.
This is, in our opinion, BLACKMAIL and we reported it as such to Cheshire Police who allocated it a Crime Number and an investigation is ongoing.
We accepted their advice NOT to pay the demand or correspond further with the customer.
The customer has carried out his threat. Police are not interested, as we expected, and the video has been altered a little, with captions, and is on Youtube for all to see. It has received almost a thousand views and has been copied and pasted throughout the Internet, mainly by people who believe the complainant has made himself look a bit silly.
Our website has since been inundated with LIKES. Seems there is no such thing as bad publicity.
We haven’t lost his business….he, to his detriment, has lost ours.