Here's my reply to Phoenix Saab Croydon's letter of 30th June

Without prejudice

Robin Day
Group Aftersales Manager
Phoenix Group
80 Plough Lane
Wimbledon
London
SW17 0BW


13th July 2008


Dear Mr Day

Reference: your letter of 30th June 2009

Thank you for your letter. I note your points with interest and will post it, in its entirety on my blog, as you obviously have a right of reply in this matter.

I would respond as follows:

You state that:
The core of [my] complaint lies with the manufacturer, rather than Phoenix as a garage, due to the fact that Saab will not pay for the bill or contribute to the cost of [the] repairs.

This is fundamentally incorrect! The core of my complaint is the very poor levels of service I have received from Phoenix in this matter and this is what I have documented at every stage to date, both on my blog and in my previous letter to you – I find it amazing that you have failed to recognise this fact and attempted to remedy it.

Your website states:

Aftersales
We make it easy to ensure your vehicle stays in the best working order and continues to deliver a premium driving experience. In addition to the highest quality workmanship, you can expect aftersales customer service that is second to none.

Frankly, I have never experienced such terrible customer service, ever, in my life!

Let me be clear here – I am not asking you to pay for the repairs and I never have. I have a warranty and, if the reports are true, then it’s a Saab problem anyway and, in this case, you are correct - Saab should pay for the repairs, anyway.

All I ever wanted (and expected) Phoenix to do was get this sorted for me, after all you are trying to charge me well in excess of £1,000 for the work, so a few phone calls doesn’t seem like an excessive effort if your aftersales customer service is anything close to decent, let alone “second to none”!!
Let me be candid with you - so far, I have put very little effort into this blog. As of today, a search of “Phoenix Saab Croydon” on Google.co.uk yields the following results:

You - #1
You - #2
Me - #3
Me - #4

Other combinations of these (and other) words yield similar results, which means that anyone trying to find you via Google will also find me and, incidentally, a few others who have not had a great experience dealing with you!

You’ve made it clear that you’re not interested in sorting this out, so I’m just going to post this letter on my blog and Google optimise it, so that my rankings continue to climb. Then I’m going to get the problem sorted by somebody else and blog about how good their service is, compared to yours, and we’ll leave it at that – I’ve learned my lesson with you and I’ll share my findings with the world via the Internet.

Yours sincerely