Just received another email from Matthew Grayson, the AA Special Investigations Executive once again explaining that correct actions were taken and that they will not be reimbursing me for the unnecessary costs I incurred due to their incompetence. Here is a copy of the letter: I have received the details of your email and furthermore, the letter you sent to Chris Jansen. I understand your frustrations and why you remain dissatisfied however, I have reviewed the matter again and our position remains unchanged. We have spoken to both the patrol in question and his Area Manager with regards to the job. The patrol conducted a visual check and road-test however, was unable to determine the nature of the fault. You had mentioned to the patrol that you had recently had a gearbox and turbo repair and the parts were still under warranty. As the patrol could not find an obvious fault with the vehicle and was wary of voiding any warranty you had with Jaguar, he felt it was necessary to arrange a recovery back to your dealership for further investigation. The patrol has followed the correct process, if we feel a repair at the roadside is not possible, then we will recommend a garage investigates. We understand that occasionally a diagnosis can be wrong, or something may be missed and the frustration this can cause but I am confident the correct actions were taken. In light of the above and in line with our previous responses, I am unable to consider any reimbursement of the costs you paid for the garage to investigate. I know you will remain dissatisfied but our position on the matter has been confirmed on more than one occasion and we will not enter into any further discussions. Yours sincerely Matthew Grayson Special Investigations Executive This is a perfect example of denial and refusal to accept responsibility. The letter says: You had mentioned to the patrol that you had recently had a gearbox and turbo repair and the parts were still under warranty. So what?? AA patrolman are there to find a fault; not be told what it might be!! ...and that is exactly the problem... Once again, the AA shirk their responsibility with absolutely no care whatsoever about loyal customers. It also states: was unable to determine the nature of the fault. This is yet another issue... I have since found out that the fault is a very common fault on diesel cars with intercoolers and should have been the first thing to look for -- as explained to me by another AA patrolman a week later when I was involved in a friends breakdown!!! He diagnosed the exact problem just from the short breakdown description I gave him. It is clear that the AA have no intention of reimbursing the unnecessary £267 costs incurred to me by their incompetence... but this issue has already cost them more than it would have cost them if they had just apologised and paid that amount... (and I would still be a continuing member). And that perfectly sums up the competence and professionalism of AA management... Incompetent!! THE AA -- WORST CUSTOMER CARE IN THE MARKET PLACE!!
Posted on: Tue, 02 Sep 2014 16:08:25 +0000
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