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Just been reading through some of the subjects in this forum.What struck me was the issues some have had at dealers due to being a motorbility customer.
Just curious do motorbility staff actually go to any dealers in person,maybe even pretending to be a customer like high street shoppers.Personally some of the stories on here ,some dealerships dont deserve the business,and some deserve praise for going out their way to help.
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Hello Paul
You ask a good question, but one that is difficult to answer.
Just curious do motability staff actually go to any dealers in person,maybe even pretending to be a customer like high street shoppers
I would say that dealerships are under some contract of sorts with Motability, with regards expectations of customer care and service towards disabled customers. Training is given and a nominated person is then appointed Motability specialist at their dealership.
Regarding motability staff visiting dealerships pretending to be secret shoppers. I do not really know. Though I think that would be a good idea. Logistically, it would be a nightmare with over 4,500 dealerships, and varied locations of dealerships.
Joss
Current car: BMW X2 sDrive 20i M Sport 5dr Step Auto In metallic Portimão Blue. 04:10:2025
Previous car:Peugeot 308 GT Premium 1.2 Pure tech Petrol.Remember visit days at school-work, when even the horrible teachers – managers were walking around smiling and talking to the pupils-workers ??, guess would be the same sort of thing.
When I had cause to complain, Motability told me “We trust our dealers”. I’m sure they respond to specific complaints about a specific dealer, but with that attitude it’s pretty unlikely they would get out of their comfy office to find out something they don’t want to know.
Do Motability take personal experiences at dealships seriously, or have some kind of official reporting method?
I think this would be key, if they don’t already. There should be a system in place that takes personal reports (good or bad) and provides official feedback to the dealership or branching manufacturer accordingly.
I personally feel this should be a priority for Motability- I’ve not had a ‘bad’ experience with “my Wife’s first application , but I would say it could be very easy to become disheartened and not proceed any further beyond initial phone calls.
There is a manager for every area of the country, every dealership has one of these that will make visits, keep in contact with up to date information etc. Just as you would expect them to have/do.
Motability are judged on customer feedback alone. There are going to be problems when you are processing over 200 000 car purchases for a third party every year. That’s just a fact as is that experiences will vary from person to person, dealer to dealer, manufacturer to manufacture. Then throw in a global pandemic for good measure. I’m still astonished that there is food on the supermarket shelves let alone cars being produced and sold.
Great post @wmcforum ?
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Jay N asked “Do Motability take personal experiences at dealships seriously, or have some kind of official reporting method?”
With the problems I’m having at the minute, my dealership told me they had received a “Notice Of Concern” from Motability and Motability told me they had further raised my case to a “Complaints Level”
If either of those mean do Motability take personal experiences at dealerships seriously, I can only wait to find out.
The problem with Motability using customer feedback is many folk only leave feedback when things have been great and just looking at the countless photos we see, or used to see, of happy customers shaking hands with their local MP and dealer at another Motability handover, can you imagine a salesperson or MP turning up for a photo shoot when that salesperson has lied to you about what you were told was in the car and it turned up without that item because it never existed in the first place.
Can’t say I’ve ever been asked to give feedback on any car I’ve picked up unlike Amazon who ask for feedback even if I’ve only spent a pound.
As it happens out of the 4 Motability handovers I’ve done 3 would score 4 stars with my last one being only 2 stars and going by that I hope things aren’t getting worst and that my last handover was just tarnished by a lying salesman.
Overall ordering and collecting has been generally good but finding out about a particular car can be lacking though some dealers are OK but half are a nightmare virus or no virus. This last point has been further degraded for want of a better word by the lack of Motability roadshows and online roadshows are as helpful as a chocolate teapot in my view and hope that Motability don’t go getting it their heads this is the way to go in future.
I wouldn’t say the salesmen tell lies as such, more often they don’t tell you the truth. At my recent handover my car was under a big Vauxhall cover and the first thing that stood out was a large aerial sticking up at the back of the car.
When I asked what had happened to the shark fin aerial the salesman quickly came back with “these are all the rage now” but what that really meant was Vauxhall have spotted another area where they can cut costs.
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