freeman_2009
29th July, 2012, 10:34 AM
Hello all,
French, electric car user, we need your help.
I represent a community of users of electric Kangoo first generation, 2002-2005. Today we meet difficulties to maintain and repair our vehicles, including some as young as 7 years. For the vast majority of us, we bought these Kangoo used more than 10,000 euros, there are only 2 or 3 years, and sometimes less.
Until early 2011, when we were staying too far from a Renault garage authorized to act on electric vehicles (EV), the manufacturer asked us to contact the garage nearest the mark. The local agent sent a fax to the mobile service based in Paris and quickly warned us of the technician who moved from the Paris area throughout France, and sometimes even abroad. Then we brought our car to local garage, the technician Paris intervened, and we deal with the intervention to the local agent.
Early 2012, the number of requests for action and raises unanswered. Only those who wrote with AR directly to senior management (Carlos Ghosn) were contacted by customer service, getting one last time, according to said service, moving the field technician. On this occasion, we were given verbally that we should now move on our own EVs in our nearest approved garage, remote sometimes over 200 km, that is to say, well beyond the reach of our Kangoo . Renault customer service, always verbally indicated that we would receive an official letter quickly in this direction with the list of approved garages. Since then, we see nothing coming, and authorized garages recommended by the customer service, are no longer sometimes for years.
It should also be aware that a garage can not maintain its accreditation below a certain threshold of annual interventions, resulting in a list that is increasingly reduced, creating problematic situations to maintain our vehicles. Indeed, many of Kangoo, Clio and Express but even older, are stranded for lack of maintenance or repair.
Our small community of users would be reinstated the principle of intervention by the field technician, we have seen over the years it is the only, or almost, to ensure proper monitoring of our vehicle fleet so specific.
Issues that confront us are:
- The manufacturer can abruptly interrupt service agency must, without letting us know in advance, and without giving answer to our requests? What risk does he persist in this path?
- How to get a lasting guarantee of quality service (we do have more problems as a result of the work entrusted to authorized repairers who know only little about our cars)?
- The manufacturer has the obligation to tell us in writing what to do? Can he refuse to maintain our vehicles? How to get an official response from manufacturer? What can one expect?
- Is there way to tell the manufacturer the establishment of a service overcomes the problem of removal of garages inaccessible (due to self mileage of + /-90km), at a cost affordable, transparent to see the user if he does not want to maintain our old EV, an advantageous trade for us with models of its new range of electric vehicles?
-The scarcity and the remoteness of the authorized network of customer service, could it be considered a hidden screw the vehicle, or service.
- What are our capabilities, particularly for collective action?
All ideas, support, resources, are welcome.
We leave it to you, to assess initially the chances that our small community to get satisfaction with the manufacturer deaf to our demands.
Thank you for your patience reading.
Greetings. "
If you're interested, feel free to alert your family in this situation and to circulate information.
French, electric car user, we need your help.
I represent a community of users of electric Kangoo first generation, 2002-2005. Today we meet difficulties to maintain and repair our vehicles, including some as young as 7 years. For the vast majority of us, we bought these Kangoo used more than 10,000 euros, there are only 2 or 3 years, and sometimes less.
Until early 2011, when we were staying too far from a Renault garage authorized to act on electric vehicles (EV), the manufacturer asked us to contact the garage nearest the mark. The local agent sent a fax to the mobile service based in Paris and quickly warned us of the technician who moved from the Paris area throughout France, and sometimes even abroad. Then we brought our car to local garage, the technician Paris intervened, and we deal with the intervention to the local agent.
Early 2012, the number of requests for action and raises unanswered. Only those who wrote with AR directly to senior management (Carlos Ghosn) were contacted by customer service, getting one last time, according to said service, moving the field technician. On this occasion, we were given verbally that we should now move on our own EVs in our nearest approved garage, remote sometimes over 200 km, that is to say, well beyond the reach of our Kangoo . Renault customer service, always verbally indicated that we would receive an official letter quickly in this direction with the list of approved garages. Since then, we see nothing coming, and authorized garages recommended by the customer service, are no longer sometimes for years.
It should also be aware that a garage can not maintain its accreditation below a certain threshold of annual interventions, resulting in a list that is increasingly reduced, creating problematic situations to maintain our vehicles. Indeed, many of Kangoo, Clio and Express but even older, are stranded for lack of maintenance or repair.
Our small community of users would be reinstated the principle of intervention by the field technician, we have seen over the years it is the only, or almost, to ensure proper monitoring of our vehicle fleet so specific.
Issues that confront us are:
- The manufacturer can abruptly interrupt service agency must, without letting us know in advance, and without giving answer to our requests? What risk does he persist in this path?
- How to get a lasting guarantee of quality service (we do have more problems as a result of the work entrusted to authorized repairers who know only little about our cars)?
- The manufacturer has the obligation to tell us in writing what to do? Can he refuse to maintain our vehicles? How to get an official response from manufacturer? What can one expect?
- Is there way to tell the manufacturer the establishment of a service overcomes the problem of removal of garages inaccessible (due to self mileage of + /-90km), at a cost affordable, transparent to see the user if he does not want to maintain our old EV, an advantageous trade for us with models of its new range of electric vehicles?
-The scarcity and the remoteness of the authorized network of customer service, could it be considered a hidden screw the vehicle, or service.
- What are our capabilities, particularly for collective action?
All ideas, support, resources, are welcome.
We leave it to you, to assess initially the chances that our small community to get satisfaction with the manufacturer deaf to our demands.
Thank you for your patience reading.
Greetings. "
If you're interested, feel free to alert your family in this situation and to circulate information.