From: Andrew

Sent: 14 January 2004 19:49
To: xxxx@xxxxxxxxx
Subject: Help needed with a problem with my vehicle.

Hello,

Firstly I am really sorry to be bothering you with a customer complaint.  It is certianately not every day I will send a message to a Chief Executive of a company because of an issue I am having.   I appreciate your time in reading this email.

I bought my vehicle from you on the 8th August, and I had been really happy with it ever since.  As a new driver it was an exciting time for me, and I saw parts of the country I would have been unable to see had I not had my own car.  The independance was amazing.

In accordance to guidelines, I got the car serviced at a Fiat garage.  Unfortunatley they found a large number of internal faults with the car, and upon further inspection, one of these faults was the Turbo unit.  The cost of replacing this is £600 including labour and parts.  On top of everything else that was found, I`m now looking at a £1030 bill, and thats after i replaced the tyres and the air filter unit.

The problem is, the warranty are refusing to pay for any of it.  They say the other faults are not covered parts and the Turbo is not actually broken and therefore not covered. The thing is, the turbo is leaking oil onto the engine, and over time it will completely fail and take out the rest of the car with it.  To leave it, would be classified Driver Neglect and therefore not covered.

I`ve now been without a car for almost 3 weeks.  I have become to rely on the vehicle and miss driving a hell of a lot!  The car has been left at Fiat garage, because I do not want to further damage it by driving it.  I want my car to last at least 5 years.

I absolutely cannot afford to pay for a new turbo unit myself.  Its a very big lump sum that I just do not have.   The customer service feedback I have had from Carcraft and NAC (The warranty) have been unhelpful and to be honest, rude.

I would be very greatful if you, or a delegate could have a look into this for me and see if theres anything you can do.  Everyone I have spoken to, have said "No theres something wrong there, they shouldnt be treating you like this"

I hope to gain a resolution out of this and have my faith restored in your company and to enjoy my car once more.  I`m hoping to do a bit of driving round Europe this year, I`ve been looking forward to it.  If not, then I`m just going to have to cut my losses and let the car go. Which of course is the last thing I want.

If you wish to have any further details, or want to call me, please feel free.

I can be contacted on xxxx xxxxxx during office hours and xxxxxxxxx out of office hours.

Many thanks again for reading this email, I look forward to hearing from you.