Have Lotus Customer Care gone to ground?

[Hell4Leather]

What is that supposed to look like? Mines seems to be a rubber pointed thing inside the gap?

That’s what she said…..

 

[Lankan]

@TomE or others may be able to confirm, but I understand current Lotus Customer Care is in the Midlands (Wolverhampton ?).

I think they were Volvo employees moved across to handle Lotus direct sales.

Given they are not co-located with any other Lotus staff, engineers, production people etc that can’t help with communication.

But I think this is changing soon and they are setting up a new LCC somewhere else nearer to the factory or engineering center.

Too late, as I have already cancelled, but I do certainly hope Lotus manage to pull their finger out and perform as any well established business would, which would mean putting their customers first.

My experience of dealing with Lotus CC has been mixed. I think there are some staff who 'care', but they are misinformed (or are not up to speed on whatever the current situation may be with regards to production) and, often, provide responses that are far from reality, which inevitably leads to unhappy customers.

Never purchased a new Lotus before (love my Exige S RGB though), and judging by the experience I have had, I never will. Why, oh, why did they choose to use the 'Direct Sales' model, which is nothing but a complete and utter failure?!

 

[Pegasi]

I think CS, sales and production will get much better, just not anytime soon... we are years away from them fixing all the issues we have seen over the last 24 months.

Yes, this is a very good and informative post. My opinion, I believe echoed by TomE and Matt Windle years ago!, was that Lotus was overwhelmed with deposits during a pandemic. It will indeed take years to get this right, there is no switch to flip if you aren't used to this volume. Too much business is just as bad as too little. Anyway, like everyone else on here wants, just keep improving the car and service.

Now more than ever it's important for these forums to exist to show policy makers and car executives that enthusiasts want engaging cars. I know I am dreaming here but we can only try.