Aftersales
In survey after survey the there is one area in which Brownfools stands apart from all other dealerships. Customer care and Aftersales. Our customer satisfaction rating scores put us in a different league.
Here at Brownfools we are proud that our Aftersales department is infamous among the motorshenanigan community. Everywhere you go people will have something to say about Brownfools!
Here's what our customers say about us.
Speedy parts service
"I ordered a part for the outlet of my bathroom sink. It was only a small part so I was really surprised, when I arrived home from work the following day, to find a huge, heavy package. Inside this there was another package addressed to a couple who were on a campsite in the west country and desperately awaiting various parts for their hot water system. I thought they were a bit too heavy to be a plastic sink water trap. But they were very quickly dispatched!"
Helpful staff
"Following a rear end shunt Brownfools carried out repair works to my motorgroan. The vehicle was ready for collection on Friday and I needed it for the weekend but couldn't get by train from the south of England to Screwup, Lots until late on Friday evening. However the Aftersales Manager arranged that the vehicle would be parked in the Club Brownfools "overnight" area and the keys would be left at the security office so that I could collect the vehicle.
"On arrival I was able to collect my keys and enter my vehicle...only to find that it had been left with dirty shoe prints on the back of the drivers seat and on the mattress of the lower rear bunk bead. The interior of the vehicle was in a generally dirty condition and I was also dismayed to find damage to the heater cover. But, thanks to the actions of the Aftersales manager I was at least able to get my vehicle away from Brownfools!"
Routine vehicle servicing
"Having bought a new motorgroan from Brownfools, I took it in to Screwup, Lots for its first service. I was far from impressed and found out later that, back then (Autumn 2001) they did not even have Fiat accreditation.
I was fortunate enough to discover a Fiat Main Agent who specializes in Motorgroans in the South Of England. Essanjay Motorhomes of Poole in Dorset (01202 683608) are not only experts with Fiat vehicles, but also Motorshenanigan enthusiasts who are knowledgeable and qualified to carry out work on the shenanigan part of the vehicle."
Bodywork Repairs and Interior Fittings
"In June my Motorshenanigan was broken into and extensive damage done to the interior. My insurers wanted it to be repaired by '77 Motors' but I insisted on Brownfools carrying out the repair work so as to maintain the 6 year warranty. At the time I believed that that I had made the right choice.
"In July the estimate was prepared and the go-ahead given by Norwich Union to commence repairs.
"In August Brownfools were waiting for parts.
"In September Brownfools were waiting for parts.
"In October Brownfools, when pressed, said that the parts had arrived and the repair was arranged for early November with an estimated repair time of two weeks.
"In Early November I drove the vehicle to Brownfools. Brownfools refused to supply a replacement vehicle and I returned home using trains.
"In late November Ben (of Comfort Insurance, my Brokers) and Natalie of Norwich Union made attempts to prise a completion date out of Brownfools.
"In December (four weeks after 'repairs' had commenced, Alidroid (yes, her!) told Natalie of Norwich union that they were waiting for parts. I advised Norwich Union that I would be collecting the vehicle In one week and would return it when Brownfools could complete the work. What a mess it was! But we made it habitable and were able to use our pride and joy despite a long list of bodged, unfinished and un-started repairs.
"In January Brownfools were waiting for parts.
"In February Brownfools were still waiting for parts.
"In March Brownfools said that all the parts had arrived and booked a date to complete the work. Then they phoned again to say that there had been a mistake and that they were still awaiting parts. I found out sometime later that parts had indeed arrived - the wrong parts, as ordered by Brownfools.
"April, May, June, Brownfools incompetence is a year round thing.
"In July a young lady from Brownfools (not Alidroid!) called to say that the parts had arrived and could she arrange booking the vehicle in for repairs? This seemed too good to be true. And it was! I asked her to list the parts that had arrived and there were only three (of twelve)! The young lady said she would enquire about the others and call me back.
"September, and time to acknowledge the help of a few people. Ben at Comfort Insurance, who was helpful and knowledgeable in equal measure ('I told you to let 77 Motors repair it!'). Natalie of Norwich Union, who was an absolute star! She never stopped trying to penetrate the brick wall that is Alidroid. To Natalie I owe much thanks. Also, Angela and Leo of NU. Roy, Michael and Yasmin of the Engineers Planning Team for liaising with NU throughout. Kalim of the Office of Fair Trading. D C Jones, P C Peter Seery, P C Hamill, Andy Phillips, Neil Shipsey and all the boys in blue. And, of course, the hindrance of all the Muppets at Brownfools!
"October. 20 months after the break-in and Brownfools completed the work. Well, sort of! They didn't have some of the minor parts, and still don't - three years later! Most of these I have sourced and fitted myself. But, if anyone knows where I can obtain the plastic fixings that the bathroom door latches around at the top and bottom (I have one of those locks that have a full length connecting rod), I would be obliged for the info!
"In November I received a letter from Brownfools demanding payment of the invoice, already paid by my insurers!
"Some time later while out enjoying our motorshenanigan we suffered a 'hit and run' in Brighton. This time we used 77 Motors of Newark (01636 706682) for the repairs. Highly Recommended!
Brownfools Incompetence Victim.
Customer Dissatisfaction
Here at Brownfools we've always been able to boast that you'll endure a customer service experience like no other. But we won't sit back and let our competitors surpass us. So, taking a leaf from another well known motorgroan retailer, we're adopting a new Customer Redress Action Procedure (CRAP). This is how the CRAP works.
• Complaint is received from the problem customer, logged and sent to the relevant Brownfools cretin in the same day.
• This cretin has 48 hours in which to attempt to comprehend the complaint and to fail to resolve it.
• After 48 hours the cretin will send an email to the appropriate managerial imbecile.
• If the managerial imbecile cannot resolve the complaint in a further 48 hours, it will be escalated to our Head Office at Screwup, Lots.
• If the matter remains unresolved after being ignored for 48 hours at Screwup, Lots, in order to proceed to our final stage, the customer would need to explain the whole thing again on our website Express Attention To Customer Redress Action Procedure, at Head Office (EATCRAP @ Screwup, Lots). This will keep the problem customer engaged and impart the impression that something is being done. Failing resolution at this stage, the Customer Redress Action Procedure process has expired and no further course of redress would be available through the company. We've been though all the CRAP and you're still in the sh*t!
• Brownfools have thus successfully washed our hands of the affair. The matter is closed and we have no outstanding or ongoing problem customer issues.
EATCRAP @ Screwup, Lots operates only from this website and initiation is by Brownfools Mismanagement indecision only.
Click here to see this process in a flow chart.
Your Experiences!
If you have your own tale to tell about Brownfools please email us at webmaster@Brownfools.co.uk We look forward to hearing from you!
Please note that all correspondence may be reproduced on the website unless specifically marked "Not for publication".
Correspondence reproduced on the website may, at the webmasters discretion, have appended an appropriate comment, reply or rebuttal.
Brownfools - Incomparable Incompetence, Incredible Ineptitude!
