KWIK FIT MOT Mayhem ***Resolved***

[deemi786]

Honestly, why i dont listen to people about Kwik Fit i dont know. Decided to book an MOT a week + in advance as it was expiring on the 9th September, i see Kwik Fit are available on Sunday at 11am, pay for it and job done. Felt quite good about myself that i sorted it out and didnt run around like a headless chicken last minute.

 

I get a phone call this morning at 10am, 30 minutes before i am suppossed to arrive for my MOT appointment telling me, he wont be able to do my MOT as he has no testers available but he can reschedule me for the next available date which is the 12th, 3 days after my MOT expires.

 

No sorry, no apologies. "oh well its not my problem, im not a manager, i have got the short straw of ringing everyone, ring the online booking people"

 

Great service from the Watford branch of Kwick Fit on bushey mill lane! Thanks ever so much!:-x:-x

[rebel11]

Hi deemi786

 

Welcome to CAG

 

Write a Formal Letter of Complaint, mark it as such. Explain what's happened (Booked M.O.T.), how they have let you down (KWIK FIT cancelled M.O.T. with zero notice, they have left you with a big problem) and what you want them to do (Compensate you).

 

This won't resolve your current issue, but they may compensate you.

 

Sent it to:-

 

Guy Wheeler

Customer Service Director

Kwik Fit

Guy.Wheeler@kwik-fit.com

[Stigman]

Their is a Kwik Fit Customer Services Team that have a profile on CAG.

 

I have sent them a PM with a link to this thread.

 

Stigman

[KwikFit Official Customer]

Hi deemi786,

This is to confirm that we have received your letter of complaint and the customer services team and area manager are currently investigating further. A member of the team will be in touch with you in due course to discuss further.

In the meantime, thank you for your patience.

Kind regards,

Kwik Fit Customer Services

[j66]

Why leave it so late to book the MOT, you could have booked it in 3 weeks before expiry. If it was tested yesterday and it failed and it couldn't be repaired for a week, would that be Kwik Fits fault as well?

[rebel11]

But it wasn't tested yesterday, it was cancelled at zero notice. If Kwik Fit couldn't carry out the M.O.T. then they should have given the OP reasonable warning.

 

Why leave it so late to book the MOT, you could have booked it in 3 weeks before expiry. If it was tested yesterday and it failed and it couldn't be repaired for a week, would that be Kwik Fits fault as well?

[DragonFly1967]

But it wasn't tested yesterday, it was cancelled at zero notice. If Kwik Fit couldn't carry out the M.O.T. then they should have given the OP reasonable warning.

 

Whilst I agree, they can only do that if they have warning themselves, reasonable or otherwise.

 

I don't know the circumstances in the OP's case, but it could quite easily have been the case that the MOT tester that was due to be at work on that Sunday, phoned in sick on the Sunday morning, thereby leaving that branch Kwik Fit right in the lurch, with MOT's booked, but no one to test them.

 

Not making excuses either, those are for Kwik Fit to come up with, but having worked in the industry (not for Kwik Fit (or any other Fast Fit centre)) being let down at the last minute can throw, well, spanners, in the works for all involved.

[rebel11]

Part of managing any buisness is the 'if this happens' scenario, planning ahead, for example, I've booked an M.O.T. for Sunday, what if the 'Tester' phones up sick, I'll just ring the customer up and let him know. So no planning ahead whatsoever.

 

Forget about Kwik Fit, a small family enterprise would have forward planning so these customer service issues don't materialize.

 

Whilst I agree, they can only do that if they have warning themselves, reasonable or otherwise.

 

I don't know the circumstances in the OP's case, but it could quite easily have been the case that the MOT tester that was due to be at work on that Sunday, phoned in sick on the Sunday morning, thereby leaving that branch Kwik Fit right in the lurch, with MOT's booked, but no one to test them.

 

Not making excuses either, those are for Kwik Fit to come up with, but having worked in the industry (not for Kwik Fit (or any other Fast Fit centre)) being let down at the last minute can throw, well, spanners, in the works for all involved.

[Conniff]

Why leave it so late to book the MOT, you could have booked it in 3 weeks before expiry. If it was tested yesterday and it failed and it couldn't be repaired for a week, would that be Kwik Fits fault as well?

 

Whilst I agree, they can only do that if they have warning themselves, reasonable or otherwise.

 

I don't know the circumstances in the OP's case, but it could quite easily have been the case that the MOT tester that was due to be at work on that Sunday, phoned in sick on the Sunday morning, thereby leaving that branch Kwik Fit right in the lurch, with MOT's booked, but no one to test them.

 

Not making excuses either, those are for Kwik Fit to come up with, but having worked in the industry (not for Kwik Fit (or any other Fast Fit centre)) being let down at the last minute can throw, well, spanners, in the works for all involved.

 

 

Lets not make excuses for them or make light of it, they are a cowboy outfit and they know it.

[DragonFly1967]

Lets not make excuses for them or make light of it, they are a cowboy outfit and they know it.

 

Oh, I've absolutely no argument with that statement

[deemi786]

Thank you all, out of courtesy i thought i would give you an update.

 

I managed to book my car into servicingstop.co.uk in the end who did it for £25 which is cheaper than Kwik Fit anyway who also picked the car up and delivered it back.

 

I got a call in the meantime from customer services (Kwik Fit) telling me he was "very sorry". Apparently none of their stores do MOT's on Sunday and i shouldn't have been able to choose a Sunday on the online booking system, he said "that's not your fault its ours" and "you should have been notified sooner, not on the day of the MOT booking".

 

He offered me a free MOT but since i had already rearranged he gave me £25 off in vouchers as a good will gesture.

 

Thank you all for your suggestions, much appreciated.

[rebel11]

Well Done deemi786

 

So 'he had no testers', is misleading, it's not the same as 'we don't carry out M.O.T.'s on a Sunday', that should of been flagged up when an attempt was made to book the M.O.T., instead the system allowed the booking.