Richard Macklin from Mitchell Group in response to Very poor experience

Ted our customer called our service team and was seeking 100% confirmation that the fault he had would be covered by his warranty. The service team explained the car would need to be inspected first to confirm if the fault/part would be covered. Not happy with this, the customer contacted the sales person Ben who also explained this is the process, but having checked with a technician it sounded like a common fault based on the description, which would be a covered item. Still not happy with the response, Ted emailed again on the Friday evening. Talking this issue over with the service team again on Saturday, Ben decided the risk of this part not being the normal problem was so small, we should just get Ted in and we could take the risk the warranty would not cover the faulty part. This as you can see by Teds words is classed as doing a "u turn", when in fact it was a company trying to be helpful to one of our customers. Ted was told by both myself on Sunday during numerous emails despite being closed and by Ben on the Saturday he could have the work done free of charge before he went elsewhere on the Monday and paid for the repair to be done. Ted has an excellent warranty, this being the Skoda approved warranty, but was not prepared to follow the simple process all our other customers do, which is let us diagnose the cause before confirming if the part is covered or not. As Ted made his decision to pay for the work when he did not need to and we can't claim off the warranty as none of the process was followed, we have not refunded Ted for the repair.

Edward Robertson in response to Very poor experience

I have only just seen the response from Richard Macklin,] as I rarely use the site, Richard is being 100% economical with the truth. I made it clear to Ben Walker that I needed a quick response otherwise I would have to go to my independent. Richard makes no mention of that. Ben said the repair may or may not may not be covered, He could not be definitive. I therefore contacted my independent who ordered a part specially for me and fitted me in at very short notice, Richard makes no mention of any of that. I got an appointment at very short notice, they would normally have been closed at 6.05pm but a customers job had overrun and I was booked in for the following Monday. Saturday morning arrived, nothing more from Ben so I got on with my day. Out of the blue completely an email came from Ben at12.20pm, FOUR HOURS after he started work to say that I was not to worry, the job could be done at no cost to me after all. The seemingly inviolate warranty process could after all be bypassed. Yet again Richard says nothing about this even though he is fully aware of it, I have made these points repeatedly to him in emails. Yet he chooses to say nothing about any of this. I wonder why? Could it be that it presents Ben in a very bad light? I remonstrated with Ben to say he had left it too late. I had done what I said I would do, contact my independent and he should have done his about turn at 8.30am when Mitchells opened if he was going to do it all. If he had I could have stopped the part being specially ordered and made my piece with the independent about cancelling. Richard had the sheer effrontery to say when this quickly escalated upwards to him that I should cancel my appointment with the independent. He didnt care at all about the fact that they had fitted me in at very short notice, that they might lose some money on the part they had specially ordered. Once again Richard chooses not to divulge this. I thought then and still think that it was a scandalous thing for a brand manager to say when the organisation he works for is supposedly based on Christian morals and ethics which is why they do not open on a Sunday! Basic business decency is clearly not Richards forte! Richard also chooses to say nothing about Ben being very rude to me in emails. Again, he is aware of this, I made very sure he was aware in several emails, I went to great lengths in several emails.So he is yet again concealing information to present himself in a good light when the exact opposite is true. The true face of Mitchell Skoda was beginning to emerge by now. Ben also had the effrontery to say that he had gone "above and beyond ( his exact words) with my sale. His idea of above and beyond includes having new windscreen wiper blades fitted to the car presale and supplying free screen wash mixture. You couldnt make this up .Again I have asked Richard to respond and to try to explain both the rudeness and the "above and beyonds" but he never has addressed these specific requests at al even though i have pressed him repeatedly for answers. I have written direct to the owner of the business, Mark Mitchell but he has had health issues and has delegated day to day responsibility for operational matters to guess who.... thats right, to Richard Macklin. Ben and Richard are engaged in mutual aid with the customer(me) being left out in the cold and the owner being unwilling/unable to deal with customer complaints. Readers of this review can judge for themselves why Richard has been so economical with the truth in his response. I am in no doubt that he did this to present himself and Ben Walker in a good light when the true facts here I have listed must, at least, make readers wonder why Richard omitted so much that is germane to this. Thank you for reading this. Edward Robertson.