Official Kim Ogaard-Nielsen (Lotus CEO) Question-Answer Thread

[YAUDI]

To took advantage of the open e-mail to Kim Ogaard-Nielsen and here is his recent reply. Kewl he drives an Elise everyday

My message:

Kim,

I am a proud owner of a Ardent Red Fed Elise with the Sport Package and Hardtop. I've lusted after an Elise of a number of years here in the US, and still can't believe it today that I have one finally in my garage.

As a Mechanical Engineering and an avid high performance driver, my Elise is a perfect toy to suffice my needs. There is so much potential in the Elise, I amaze myself every time I hit the road courses honing my technique, lines, tire pressures, etc, and it's often lately.

My first comment to you are that we here in the US need more Lotus Sport aftermarket products/support. There are a number of us Lotus enthusiasts that just are chomping a the bit to get anything to add performance, refinement, robustness, etc to this already excellent product. If Lotus developed it, it has got to be the best you can get.

My second comment is related to US dealers. My original dealer almost killed me wanting the Elise by the way they were making the waiting experience. They just wanted a deposit and just said we'll get to you when we get to you. That's not something that gives you a good feeling when you go home at night. It was like I was lucky to even be considered. Conversely, the dealer I actually bought my Elise from, was very enthused and gave me a feeling like my wait was still worth it, a great experience. I know the dealers are not in your direct control, but there are a number of dealers here in the US who just don't know how to market and sell the Elise. It's a special kind of buyer who looks at buying an Elise. Maybe dealers just need take that more in consideration.

Well, I am sure you are very busy, I hope my words give you some sense of satisfaction. The Fed Elise you have give me, is a dream come true. Thank you and I hope for many great things to come.

Sincerely,

-Fists of the Red Lotus-
Senior Structural Analysis Engineer

CEO Response:

Hi Fists of the Red Lotus, <OK, I changed that>

I am very happy that you enjoy your Elise. I drive one every day and it's a joy.

We are currently making a serious review of aftermarket and assessory opportunities and I hope we shortly can enhance a product portfolio in these areas.

I am concerned about your dealer experience and I am afraid you are not the only one who has raised this issue. We are in the process of addressing it through dealer reviews and we will constantly work on enhancing this integral part of the Lotus experience.

Thank you for your encouragement in general - and start saving we have a lot of exciting ideas in the pipeline.

Best regards,
Kim Ogaard-Nielsen

Yeah, grouping this stuff together couldn't hurt ...

[usofrob]

What message did you send?

[JonOrangeElise]

Randy: Should we create a sticky for a single CEO response thread? I got a very detailed reply concerning my question on brake pedal travel. I would like to post it here, but it would be a shame for these kind and generous CEO responses (huzzah to Kim Ogaard-Nielsen!) to get lost in the chaos of multiple threads.

[YAUDI]

Originally Posted by TTP

Here's my guess based upon Kim's reply.

"Dear Kim,

I any chance of a factory SC offered soon? By the way the dealer in Dallas sucks."

Yours truly,

Franky"


Am I close?

[TTP]

LOL I deleted that post becuase you edited your post with your letter. I was too slow. Funny.

[Randy Chase]

Originally Posted by JonOrangeElise

Randy: Should we create a sticky for a single CEO response thread? I got a very detailed reply concerning my question on brake pedal travel. I would like to post it here, but it would be a shame for these kind and generous CEO responses (huzzah to Kim Ogaard-Nielsen!) to get lost in the chaos of multiple threads.

Yeah, I think it is a good idea. Want to start one, or sticky this one and add to it?

[JonOrangeElise]

Originally Posted by Randy Chase

Yeah, I think it is a good idea. Want to start one, or sticky this one and add to it?

I'll add to it. Here is my question for Kim:

The Brake Pedal
It's almost impossible to find an Elise owner who finds fault in the car's stopping power. That said, there is strong criticism of the brake pedal feel and set-up. In a nutshell, the brake pedal (as delivered) has excessive free travel before engagement, and because its natural engagement point is so low, heal-toe downshifting is nearly impossible. This all seems rather antithetical for a car expressly designed for performance driving enthusiasts.

(1) Are there any technical, design, or safety reasons why the pedal suffers from so much free play?
(2) Is Lotus aware of this issue, do they consider it a "problem," and is there a Lotus-approved fix to remove pedal slop, thus evening out the heights of the brake and gas pedals? Or, is the braking system perfect in Lotus's estimation, and us Yanks just aren't "getting it"?


Here is Kim's generous and illuminating reply:

Dear Jon,

Many thanks for taking the time to write to me and sorry for my slow
response which was due to a technical glitch on this side.

To answer your questions in sequence; (1) In order to keep the cost of the
vehicle in line with the customers expectations it is sometimes necessary to
utilise existing components or systems where possible rather than utilise
expensive bespoke systems. Some elements of the brake system are
proprietary parts and these have to a small extent forced us to accept a
slightly greater level of lost motion in the pedal travel than we would have
liked. That said, the system was fully tested and approved by our brake and
ride & handling engineers and was judged to meet the stringent criteria we
set for control inputs.

So, to answer (2), we are aware of the degree of pedal travel and do not
consider it a problem as the majority of our customers do not have an issue
with it. We do however accept that different drivers use different
techniques, especially for specialised things such as heel & toe
brake/throttle operation, and understand that the pedal positioning we have
chosen will not suit everyone as a result. We have therefore issued a
service notes update to all dealers in April of this year (part number:
A120T0327/05/02) which describes changes to the adjustment of the brake and throttle pedal to suit drivers who prefer a higher brake pedal in relation
to the throttle. If you find your brake pedal is too low relative to the
throttle for the heel & toe technique you prefer to use then you may wish to
try this alternative pedal set-up.

Contrary to your last statement, I believe the great success of the Elise in
the American market clearly shows that you Yanks are indeed, getting it!

I hope you continue to enjoy a long and happy relationship with your Elise.

Best regards,
Kim Ogaard-Nielsen

[end reply]

You gotta love this guy for taking the time to send such a detailed and helpful respone. It's THIS kind of attention from the top that builds customer loyalty!!!

[Randy: Do I have sticky rights? can't find them if I do!]

[fitfan]

i would not say "i am in love with the brake pedal" but it is natural and easy to heel toe, a touch higher and less mushy would be good, but not required imo.

so i might ask for the above service bulletian, just to tighten it up a bit - odd... that crisewell never mentioned it when i complained about the pedal "feel" at the 1k - perhaps they are not aware of that service?

[Stan]

If you run into me...jump in my car to feel the pedal heights and much firmer action (once braking is engaged). The brake pedal sits higher and the gas pedal lower using service manual suggestions. The firmness comes from the pedal pushrod adjustment and the rubber bushing compression tweak. The changes are quite noticeable...and taller drivers may appreciate the extra (near inch) gas pedal area leg room. I really noticed a difference when I drove Brian's car in Toledo - mushy brakes! Mine are quite firm now. Try it!

[Surferjer]

Stan-any idea where that thread is for the brake pedal adjustment? Or did you have the dealer do it?

[fzust]

Originally Posted by Surferjer

Stan-any idea where that thread is for the brake pedal adjustment? Or did you have the dealer do it?

BWHAHAHAHAHAHA!!!!!!

Stan having the dealer do it? That's rich! Please you're killing me....

[andykeck]

Originally Posted by Surferjer

Stan-any idea where that thread is for the brake pedal adjustment? Or did you have the dealer do it?

Here's Stan's thread. The adjustments are very simple once you wedge yourself down in the footwell. The passenger side was easiest to work from.

[Stan]

>>Stan-any idea where that thread is for the brake pedal adjustment? Or did you have the dealer do it?<<

Just advanced search for my name and braking terms. I don't think many dealers are up to speed here...and the bush adjustment is not blessed by Lotus. The gas pedal height thing requires new stop bolts and a cable adjustment at the throttle body. Might as well set the base idle...which may set off CELs if too high or low. You can try out my pedals at Devons.

[JonOrangeElise]

Originally Posted by Stan

>>Stan-any idea where that thread is for the brake pedal adjustment? Or did you have the dealer do it?<<

Just advanced search for my name and braking terms. I don't think many dealers are up to speed here...and the bush adjustment is not blessed by Lotus.

The dealers were not up to speed as of a month ago. Mine claimed that no service bulletin was out regarding the pedal issue, and the only thing they were allowed to do was bleed brakes for firmer feel. Thus my special interest in Kim's reply. FWIW, I'm not mechanically inclined, and I'd prefer to have a trained tech do this kind of thing.

[Crash]

I was already a Lotus fan but with communication like this from the top, looking sincere and genuine, they are helping to create a die hard one.

Permissum ethos of Lotus ago pro umquam

[Stan]

The brake pedal height mod is right in the service manual.

The gas pedal height (lowering) is right in the service manual. Specific pedal stop bolts are noted.

They certainly can do more than bleed! Copies of this service manual stuff should come up in a search. And the related throttle body adjustment is convenient to do at the same time...more stable, no stalls, right in the service manual.

In some cases, it's just so much easier and faster to DIY.

[fitfan]

Originally Posted by JonOrangeElise

The dealers were not up to speed as of a month ago. Mine claimed that no service bulletin was out regarding the pedal issue, and the only thing they were allowed to do was bleed brakes for firmer feel. Thus my special interest in Kim's reply. FWIW, I'm not mechanically inclined, and I'd prefer to have a trained tech do this kind of thing.

Criswell wanted - i forget - ~200 bucks to bleed the brakes... at the 1k service.

[Allan Gibbs]

Wow. I'm stunned that a CEO of a company would actually take the time to response to consumers. Not something that happens often at Honda or even Porsche.

I once wrote a comment to the CEO of a very low volume Italian motorcycle producer (not Ducati) and the close response was from his administrative assitant who said he would contact me, but never did.


Mr. Kim Ogaard-Nielsen, if you're reading this thank you.

[Paul MD]

I'm impressed, Lotus CEO just made my day... THAT'S the way a small handbuilt British sports car company needs to behave, especially in a new territory. Even if he has a ghost writer, it's Marketing with a capital M.

As for dealers - yes Kim, you might need to play a little hardball and take away a dealership or two, that'll encourage some attitude adjustment among the poor dealers.

I think HRM can be held up as THE proactive Lotus dealership in the US, they really are blazing the trail. Lotus could do worse than offer Mark Starr and obscenely large wad of cash to go run their dealer network.

Bravo!

[fzust]

Lotus of Scottsdale has been excellent to deal with. Use them as an example of how it should be done.