Dealer service hits all-time low, says fleet boss

Retailers are facing a renewed attack by fleet service customers just two weeks after a report said they were offering unacceptable standards of customer service and aftersales (AM, April 23.)

The Fleet Operator Attitude Survey, published by Sewells, found that fleets bosses felt retailers treated them in an “apparent off-hand manner”.

In a letter to AM sister publication Fleet News, one fleet decision-maker reinforced this view.

“Even though these are specialist franchises, for which both fleet and private individuals pay a premium on both the purchase and the ongoing maintenance of the vehicle, the service received has also slipped to an all-time low,” he says.

“A manufacturer re-education process on customer handling skills is desperately required.”

John Sharp, asset manager for James R Knowles (Holdings), adds: “Our local dealer is quoting five weeks lead time for a standard service. That can only be described as unacceptable.”