Viewing Single Post From: Yes Car Credit

Viewing Single Post From: Yes Car Credit
James	Oct 24 2005, 08:12 PM
Unregistered	I am a manager at a branch of Yes Car and I am reading this website with great interest. I would like to point out that there are currently 28 branches around the country and some are better managed than others. This is one of Yes Car's biggest problems - lack of training for the sales staff. There are a lot of very good people who work for this company and the majority of the complaints on this website are about the after sales care - or lack of. This is due to poor training - many of the staff simply do not know what to do when a complaint comes in. In fact, I have sometimes had problems dealing with severe complaints as I have no idea where to turn. When I forward the complaints to the "complaints investigation team" I often find that the customer is simply told to get back in touch with the branch and they will sort it out. What am I supposed to do? It's at this point that customer become really angry - we even have a term for it - "playing tennis with the customer" as they are batted around all over the place. It's wholly unacceptable but what are the staff meant to do when there is no training in this area? I often deal with small problems, such as strange noises coming from the engine after two weeks, but it's the problems that no-one wants to deal with which cause all the hassle. On another point I saw that someone said they had been threatened with being "blacklisted" if they didn't attend their appointment. PLEASE.... if anyone in any branch says this to you then I urge you to get their name and send a complaint in writing to the head office - Springfield House, Springfield Road, Horsham, West Sussex, RH12 8RG. This practice, which does happen, is disgusting and a total lie. "Blackliting" cannot possibly happen so do not believe it. Having said that, I would like to point out that not every branch says this to it's customers it's just a few badly run ones. I've been with the company for 5 years now and have seen it slowly and gradually change. Back when I started it's true that they would do anything for a sale, such as putting customers on hold whilst pretending to talk to an underwriter, but practices like these are a thing of the past. There are many things the company is doing to change but I feel it's too little, too late. The new management, put in place by Provident seven months ago, is doing it's best but it's not going to help now. They've posted losses of Ł6m and projected losses of Ł20m - how long do you think Provident shareholders will put up with those sorts of figures?
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