I recently bought a car (well about 3 months ago now) paid a bit extra for a warranty, turned out that the MoreCars Luton don't really understand that its not just a bit of paper, in fact they decided that it wasn't worth the paper, I discovered they had sold it to me with a faulty injector - it would stall regularly on the motorway. With a heavily pregnant wife I didn't want to take the risk and with the threat of legal action they decided to buy it back off me - I paid about 2,300 they gave me 1500 (plus an extra hundred if I returned some more paper work) ...
Oddly enough the guy was complaining because business wasn't good - not sure how to explain that if you treat customers like rubbish, they won't exactly promote you to their friends, and any business I have been in which has had customers has been built on "reccomendations", negative reccomendations will loose you more business than positive ones will build!
Well, I learnt three things -
1. never deal with More Cars Luton and to make sure everyone I know doesn't.
2. if you buy a warranty make sure its on paper and ideally third party from a company you are comfortable with.
3. bad customer experience = bad customer reccomendations / retention.
Guess what - the same goes for Three Mobile and TalkTalk both of who have probably lost a large number of customers because of the way they have dealt with me or people I know ...
(quick apoligy to all those people I said that Three and TalkTalk were a good deal - Threes customer service used to be excellent!!!)
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