UK Paint Warranty- Escalations bribery!

[Man.v.Cars]

I complained to CS last year about the faults, failures and time my car has spent at the dealers and unusable, I was passed through to Escalations and after a couple of calls and numerous emails received the attached email.

I'd asked for some kind of compensation, eg extended warranty/service plan, for the inconvenience and amount of time I'd been unable to use the car, 5+ months since May '24. I also pointed out the depreciation suffered since Lotus began offloading returned cars and overstock to Auto100.co.uk.

I held back on posting the attached awaiting a reply I sent requesting all my concerns be addressed, not just the paint warranty issue. I rang again today and yet again the agent was 'on another call and would call me back straight away', again failed to do so. 3 months back and forth and I think I've been patient.

Lotus 'made a mistake with the paint warranty period posted on the website', for 2 1/2 years, and they are washing their hands of it. My dealers service department believed it was 5 yrs, as others on here have been told, and were surprised when I told them it was 3.

Being offered an extension on the proviso that I keep quiet doesn't sit right with me. Is it me, or Lotus?

 

[Tod]

Lotus needs to make it right! Life is simple…just do the right thing and you will build a loyal following. Good customer service is important! Providing exceptional customer experiences establishes/solidifies brand loyalty!

 

[Orchardbike]

It stinks! They clearly want to brush it under the carpet and keep the ‘offer’ quiet. The fact is they advertised a 5 year warranty, it influenced the purchase decision and they need to honour it, for everyone, not just do a deal with one person on the quiet. A reputable company would not try to do this, they’re basically scamming people.
My case (different issues) has been passed to the escalations department and the only difference from normal customer service is they take longer to reply to emails. They’ve offered nothing.

 

[geoffbland]

Thanks for posting this.

Knowing about the paint issues I bought my second-hand '72 Emira on the understanding that the paint was covered for 5 years as stated on the web site. I love the car and so far the paint has been fine. But I have less than a year of my 3 year warranty and so if paint issues do show up after that - the fact that they agreed to abide by their published 5 year warranty for you will help my case (and anyone else's).

 

[Man.v.Cars]

This was after I'd pointed out the The Consumer Protection Act 2015 should cover us for 6 yrs as all the faults are inherent, known about and being sorted under warranty. The hurdle with that Act is proving the inherent fault, here we have no problem doing so.

My next step is Matt Windle, VP of Lotus. I have too much time on my hands

 

[Orchardbike]

This was after I'd pointed out the The Consumer Protection Act 2015 should cover us for 6 yrs as all the faults are inherent, known about and being sorted under warranty. The hurdle with that Act is proving the inherent fault, here we have no problem doing so.

My next step is Matt Windle, VP of Lotus. I have too much time on my hands

Good luck contacting Matt Windle! I sent him a signed for, registered letter and gave him 3 separate ways of contacting me……letter ignored, no response. Lotus treat their customers like dirt!

 

[911toEmira]

Thank you for doing this and for sharing, the reality is that there is enough evidence here to validate that this is an inherent problem.

Infact I suspect you would have no problem getting a dealer to confirm this in writing. One told me 70% plus of the cars they had sold suffered paint issues.

 

[Man.v.Cars]

I'll keep you updated. Li Shifu is also on my list, Chairman of Geely. Others will be the heads of press team and marketing.

 

[Orchardbike]

I'll keep you updated. Li Shifu is also on my list, Chairman of Geely. Others will be the heads of press team and marketing.

Nice! I may try that!

 

[MiamiBlue]

I was also told 5 years when I bought the car. Surely they cannot backtrack and change their mind just because it's costing them so much?

 

[Beachbum]

I was also told 5 years when I bought the car. Surely they cannot backtrack and change their mind just because it's costing them so much?

Legally they cannot. Adverting 5yrs and then changing their minds 2-3yrs later, means that Cars bought prior to the change, will have the 5yr warranty and those purchased after the change will get 3yrs
They know it, but will push back in the hope that people will give up. It may take solicitors letters etc, but in the end, they wont have a leg to stand on.
Does anyone have a certified copy of the 5yr statement? I saw it on the web, as did many others, but hopefully there is some printed brochure by Lotus that also has the info, that way, they really are screwed


Editted to add, that their letter to MvC is sufficient to show that they know it said 5yrs. Therefore they will need to be the ones that show when it was changed to 3yrs

 

[PJS]

What do we make of this then? Printed this of their website on 8/10/24. It now says Anti-Corrosion is 8 years ( down from 12).
If lotus claim the paint is 3 years then that's a good reason for me to give it back when my 3 year pcp is done.

Lotus Cars Official Site

www.lotuscars.com

 

[Beachbum]

Again, it very much depends on what was being written, at the time the car was first sold by Lotus.
They can change their warranty, but they cannot legally apply it retrospectively