The Lotus Cars Community banner

Are you happy with the customer service you have experenced from Lotus USA

  • Yes, I am very happy

    Votes: 15 17.4%
  • I am not happy but not upset

    Votes: 44 51.2%
  • I am outraged

    Votes: 18 20.9%
  • I dont care about service, I want my car!

    Votes: 9 10.5%
1 - 20 of 41 Posts

·
Registered
Joined
·
394 Posts
Discussion Starter #1
Hola all prospective Lotus Elise owners. I am curious how you feel about your Lotus experience as of this point in the purchasing process.

Select one of the options. I am wandering how we the buyers see the service ability of Lotus, also I want to know how many of you care about service or just want a car...

Adam p
 

·
Registered
Joined
·
394 Posts
Discussion Starter #2
A quick question for you admin's of the site. Will this thread float to the top if someone JUST votes and does not post a message? Or, will it sink to the bottem if no formal posts are done and only votes are done?

Just wandering,
Adam p
 

·
Registered
Joined
·
1,679 Posts
I'm not upset with Lotus UK, Lotus USA or my dealer because I'm somewhere between #25 and #30. I won't be getting my car for a few months and the demos and LSS cars being delayed doesn't affect me.
 

·
Registered
Joined
·
394 Posts
Discussion Starter #4
Johnny B said:
I'm not upset with Lotus UK, Lotus USA or my dealer because I'm somewhere between #25 and #30. I won't be getting my car for a few months and the demos and LSS cars being delayed doesn't affect me.
I will be honnest, I voted for not upset but not happy and I feel more like I should have voted for outraged because of how many times the delivery schedule and allocations have changed. My car went from a July delivery to a September delivery, this will cost me another 2k in various ways where if I were told september in the first place I wouldnt be upset at all.. 2k is alot of money to me, heck I made that is 2 weeks of work, that is 85 hours of my life I could have saved for masturbation or watching the grass grow or stairing at porn on the BMW roadfly Mlounge Site with all the others who had some sort of spare time...

Adam p
 

·
Registered
Joined
·
1,679 Posts
I'd feel much different if I was in the top 5 at my dealer or if I hadn't just bought a house and wasn't getting married this year. I have a lot on my plate and the longer it takes to get my car, the more time I have to raise $.

I'd be pissed if I was one of the first on the list.
 

·
Registered
Joined
·
739 Posts
Afraid I'm madder than hell...

There is no NEED for this serial total lack of basic information - it can only be deliberate on the part of Lotus largely to protect those dealers who wish to price gouge - kinda like a "thanks chaps" political kickback for sticking around all these years.

So Lotus remain silent, hence give those immoral dealers carte blanche to rip off their customers safe in the supremely smug knowledge that they'll sell their cars no matter what.

It's clear as bloody day and as a customer who has paid money now and even bought an Elise in the past I think it's grossly unprofessional. If I treated a client like this I'd expect to lose the contract and receive very bad press to boot.

This is a deliberate stitch-up backhander by Lotus to their dealers. By keeping quiet Lotus allow their dealers to lie.

... and don't we know it.

It just does NOT need to be this way. It's the corporate equivalent of a "F*CK YOU" from Lotus. A few people get rich... now there's a suprise.

And what's most maddening... it's so easy to turnaround the situation (marketing 101) - but they just can't be bothered.

:mad:
 

·
Registered
Joined
·
1,256 Posts
don't you think some of your frustrations are a product of having the internet and forums like these so everyone bitches together and works themselves into a frenzy? I really don't think it's unreasonable to expect a small car company trying to put out a huge release to have delays and to have problems communicating these delays with customers.
 

·
Registered
Joined
·
2,195 Posts
Delays, yes.
Silence, no.

Information doesn't cost anything. Again, not talking about a PR firm or prime-time commercials, just a few web-site news updates or "open memos" for the eager enthusiasts. The only information we get is from insider 'leaks', member visits to the factory, and insiders at the freeking shipyard for pete's sake..


You have to think it would pay for itself in spades AFTER the cars are delivered if the customers feel they were informed and treated well during the wait and order process. If you have a customer who has been kept in the dark for a year, given no information to plan with, and slipping dates -- that customer might be less likely to forgive minor issues with their car than someone who's mellow with information, thinking Good Thoughts about the company.

They're burning goodwill for no reason. And most dealers are scum. I'd cut the middleman out of the buying process if I could. Order from a web page, dropped off by a truck, and I can peel the protective tape off and fill the tank myself.
 

·
Registered
Joined
·
739 Posts
Au contraire...

It's EVEN MORE inexcusable that a small company can't keep in touch with its customers. Hells teeth. They are JUST the people who should be able to do it.

Lotus shut down their own damn forum!!!!

Write me a Goddamned letter Lotus!!!! It isn't hard, your dealers have all our addresses.

"Dear Paul

Unfortunately we've experienced a number of delays in bringing the new Fed Elise to the USA, largely down to our desire to make sure we put the very best car into your hands. At the moment we project that production will be ramping up through August and we're bringing on extra staff to address the backlog.

Your dealer will be receiving 5 cars per month from September onwards and we hope that this information will help you plan your transporation and finance needs for when you new hand-built Elise arrives.

Inevitably there may be further as yet unforseen delays which may affect our estimates and we will do our best to keep you informed. Please do bear with us, we value your patience, business and enthusiasm for our company and we know that our greatest asset in the world is our loyal customer base!

We've included a new Lotus keyring with this letter... the first part of your new Lotus! Bring this to your dealer when you are notified that your car has been born and we promise to attach a fantastic new 2005 Lotus Elise to it.

Thanks Paul for your patience, it is appreciated

Asshale
Lotus Cars"

Now HOW F*CKIN' DIFFICULT IS THAT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Paul:rolleyes:
 

·
Registered
Joined
·
352 Posts
So which manufacturer does a better job? Especially with a car costing under $100,000?

People naturally take a self-centered view of a question. What's so hard about answering "my" question? Problem is, there are thousands of "my" questions. Not to mention the people who don't even have a car on order.

How much time would it take a person to answer every post on Elisetalk? I'd bet it would take that much time, if not actually much more, to answer every question or mail someone would ask of Lotus. They can't tell the "important" ones from the wankers.

Ultimately, that's what the dealers are for. And this is a free market as I always say. Drop out if they are so bad.

Who does a better job? I've asked that question on another thread - I don't believe anyone could give an example (for a car that has not yet been launched or deliveries made.)

I'm not dropping out because I'm not convinced Lotus is offering horrible service, or mistreating me as a customer. I'm the kind of person who quit his newspaper subscription and never resumed it, for 6 years running, due to some bad service. I admit as far as cars go, never having purchased a new car before, I may be too undemanding. But if I thought I was being mistreated, I would not give any of these people one penny.



DLY
 

·
Registered
Joined
·
2,195 Posts
I don't know why there are such high estimates of the "time and effort" required to communicate simple info directly to the buyers. Not a personalized "dream letter", just a freekin blurb on their web page would do wonders.

I simply don't believe that this would take inordinate amounts of time or tax their resources or slow down production. It can only be absent by choice, and only to appease dealers would prefer that such information is NOT available. Your dealership wants to be your information conduit, and filter it as it best suits them. I'd expect honest dealers to be more communicative, and dishonest dealers to "lose the fax".

THAT said, I'm not unhappy the car is delayed. In the big scheme of things, it's a stretch to even call it "late" here in mid June. If they come through with my car in September, that's only a 30-60 day delay from the first quote. Not a big deal at all. It's the lack of reliable and up-to-date information from Lotus+Dealerships that is so frustrating. I can't plan, and it's driving me nuts.
 

·
Registered
Joined
·
1,256 Posts
IMHO you guys are failing to realize how different this situation is than any other than i can remember. I cannot remember a car that was available in the rest of the world that was so heavily desired here and finally came.

Because this was not really a new car and instead, for all intents and purposes, a car that has been available for years elsewhere, we knew about this car way before we would have. Normally no one even knows about a car or considers putting a deposit down until cars are much further into the production schedule. Lotus did not advertise asking us for our deposits, we sought out the dealers.

Everyone should just chill, when the cars come they come.
 

·
Registered
Joined
·
1,834 Posts
the blame lies with dealers who are willling to promise things that they can't deliver.

everything I've heard from my dealership has been 100% accurate--which usually meant them saying "we have no idea". Their info never contradicted anything I've read here. On the contrary, it has always corroborated what I've heard here.
 

·
Registered
Joined
·
394 Posts
Discussion Starter #18
atyclb said:
the blame lies with dealers who are willling to promise things that they can't deliver.

everything I've heard from my dealership has been 100% accurate--which usually meant them saying "we have no idea". Their info never contradicted anything I've read here. On the contrary, it has always corroborated what I've heard here.
Acty,

I was able to read a letter sent to my dealer which stated 8 cars for the inital 3 month release of the lotus scheduled in Mid June. I took this info to heart due to it coming from the horses mouth, however I was told that my dealer now expects WAY less monthly allocations and a 3 month delay.

Is it my fault to have believed the dealer who was mislead by Lotus USA in an offical letter? I think not, but I am known for having an unusual oponion. I am close to being convinced that my dealer has not misinformed any customers without the assistance of Lotus USA, which a dealer should be able to trust the company who supplies the product?? :confused:

Anywho, I think Lotus is mainly to blame. If it was not for the letter from Lotus USA I would still have an additional 2k in the bank, so I point the finger at Lotus USA and not my dealer, who has been more then awesome to me.

Adam p
 

·
Registered
Joined
·
1,352 Posts
And it all goes back to the fact that if Lotus wants to be bigger and better than they are today, then they will have to learn how to keep a website up to date and at least broadcast when the first set of cars are to arrive.

We have been over this already.

If your not getting better, your getting worse.
 

·
Registered
Joined
·
2,955 Posts
I have never contacted Lotus USA so I cant comment.

However, Randy posted that Lotus did not want the picture of the yellow car going into the trailer to be shipped to America to be released until about a week later, but somehow it was leaked and posted on another site. As a result we all thought the cars were going to be here in 2 weeks.

Did Lotus ever make an official announcement that the cars will be here by June 15th? No, we only speculated based upon a leak. When it became more a a believed date than an official date, it was mentioned by Lotus, or maybe specualted that it would be two weeks later. I dont even think their was an offical mention that the cars will be here on July 15, just more speculation.

Since Lotus never said the cars would be delivered by a certain date, then we have no right to complain. I was told that Lotus UK will notify Lotus USA when the cars are shipped for purchasers and then the dealer will be notified that the car will be here about 2 weeks later for us to pick up. I emailed my dealer today and they still dont know when or how many cars they are getting in the first shipment, just that they are hoping for July15th too. Once they find out for sure they will let the customers know.

I can see why Lotus will not give an official date. Even my contract says "Subject to Availability". This is done to cover Lotus ass in case the cars dont get here. If Lotus made an official announcement that my car was going to be here on July1st, and I sold my current car on that day and had to rent a car due to a delay, theres reason for them to think they they made be held liable for failure to deliver and that they may have to reimburse me for car rental costs or bus fare. Lotus would have to prove practical impossibility if they did not deliver on the specified date.
Its like a mortgage closing date. If you want to change it after everything has been set and agreed upon, your going to have to pay.
 
1 - 20 of 41 Posts
Top