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| Yes Car Credit | |
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| Topic Started: Oct 24 2005, 08:12 PM (2,118 Views) | |
| James | Oct 24 2005, 08:12 PM Post #1 |
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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 £6m and projected losses of £20m - how long do you think Provident shareholders will put up with those sorts of figures? |
 
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| whatanaffcar | Feb 22 2006, 08:32 PM Post #2 |
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forgive me if i find it hard to believe that there are any decent staff at ycc.i bought my car from the luton branch.i was led to believe that i had to buy the optional payment protection and they were that sure that i,d buy it or no sale that it was already printed up on the sheet for me to sign instead of needing to be filled in.a week after buying the car the exhaust fell off.i had to argue with staff at ycc that it was their responsibility to repair this.i had to argue the point that exhaust brackets etc do not rust in one week.shortly after having this resolved the door hinge that was rather worn snapped.ycc reluctantly repaired it(possibly) only for it to break a few days later.we have since found out that the car was involved in a bad accident.we are left with a crap car that i hate taking my kids in.we are livid at ycc and ourselves over the insurance.bearing in mind that this was over 2000 pounds.we wrote to ycc saying that we were with holding payment until the two issues could be resolved but no one was even interested .the response was well we will reposes. we have since contacted a solicitor who has advised us to bring our account up to date and then take ycc to court. oh and just to enlighten you about ycc,while with holding payment waiting for a response from my solicitor i was called every day by ycc.one of these days i was told that my father who has cancer was dying and sat by his bedside all day.i had to be strong to support him and his partner.i got home collapsed in tears only to hear my phone ringing.yup ycc.i explained the situation and said to the caller please not today.the reply was i,m sorry but were not prepared to accept that.nice people you work with arent they.steve 
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| jenni | Mar 7 2006, 10:51 AM Post #3 |
www.saynotoyes.co.uk
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no they aren't nice people steve and i don't buy the poor excuse that we should feel sorry for them because they haven't had the correct training. At a company like your everyone is trained in the same way, it's how people use that training that is the problem. There is not one compassionate person at YES Car Credits after sales team. They harrass and insult clients even though you are advised that if you have a problem with paying you should contact them immediately. So you do and all you get is some little oik on the end of the phone who hasn't got a clue about anything but claims he knows everything, telling you over and over again that they aren't interested in sob stories they just want money. I hope to god nobody has to go through the situation I am facing in life at the moment but if anyone did I wish it could be one of the idiots that sit in your call centres, then maybe they would realise what real life is about and stop harrassing and trying to degrade their customers. How you can defend people that treat others like they are the scum of the earth when they have severe problems in life they just want a bit of help with and compassion shown, is beyond me and in my eyes makes you no better than them. |
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| casper | Mar 10 2006, 11:41 AM Post #4 |
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jenni, i have had a load of problems with ycc, in my opinion all the staff i have had any dealings with,are all idiots,and whatever training they were giving,they were either not listening or the training they were giving was in arogance,as i have not spoken to anyone that can give you a straight answer. Anything you ask them they always turn it around so it is the customer that is wrong,and not ycc. What ycc and other greedy companies like them should understand,is it is us the customer that puts the bread and butter on there table, and the customer should be treat with some sort of respect, as it is we are just mugs in the eyes of the likes of ycc. The customers of this country should boycot the greedy companies,and they might relise that the customer actually has the power and not the greedy fat cats. just look at ycc and you will understand if big companies like them can go under,so can a lot of other companies like them,example ycc parent company the provident could also go under. REMEMBER THAT THE CUSTOMER NEEDS TO BE RESPECTED. |
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11:23 AM Nov 23
