So after 7 delays (Spring 22, August 22, Sept 22, November 22, December 22, March 23 and now April 23) I have finally received my checkout email.
I only knew it had been sent yesterday (they sent it to the wrong email address !) when I was on the phone to Customer Service today seeking to elevate a compliant about zero pro-active communication from Lotus - not once since I placed the order in July 2021 have Lotus pro-actively contacted me to update on delivery timing ! Every time it has got close to the promised date I have called or emailed and only then been told of yet another delay.
As I have said on here a few times, I can understand production delays (new car, new approvals, new production facility, Brexit, Covid, Ukraine etc) but what I find it very hard to forgive is the horrendous customer service. I was told the only way to escalate a complaint is to make a comment on the customer satisfaction survey that they send after a call (which I have never received). I pushed and have a call next month with the head of Customer Service. The point of my escalating is to pass on feedback that hopefully means they improve. I want Lotus to succeed but fear they won't unless they get a grip of the customer interface. If anyone has Windle's email then let me know.
Interestingly (to me at least), Customer Service said that "Lotus HQ" had been proactively sending out updates to customers on the production delays. I have never received one and was told this was because my "marketing preferences were turned off" - not sure what that has to do with updates to customer who has placed an order ? But I share that in case it helps others.
I have a test drive tomorrow to make my final decision whether to close out the purchase or walk away. Right now I am 50:50 (having been so excited when I put my first deposit down). I won't repeat the same reasons from the many pages on this forum but in short the reasons I am on the fence are;
1) hopeless customer service (what will aftersales be like ?) and 7 delays of approx a year have taken the shine off
2) numerous quality control problems as covered elsewhere - my nearest dealer is an hour away
3) changing specs and dodgy practices (like all website images being slammed)
4) mixed reviews - some from journals that I like/trust
The reasons I am still in and haven't walked away;
1) I love the way the car looks - particularly its compact baby supercar looks
2) would be my first Lotus - I had posters of them as a kid and have always loved the brand, driven 7s and Elises and loved them
3) hydraulic steering
Spec; V6 manual, DV, silver wheels, yellow callipers, touring, lower black pack, privacy glass, tan leather
Wish me luck on the final decision !
I only knew it had been sent yesterday (they sent it to the wrong email address !) when I was on the phone to Customer Service today seeking to elevate a compliant about zero pro-active communication from Lotus - not once since I placed the order in July 2021 have Lotus pro-actively contacted me to update on delivery timing ! Every time it has got close to the promised date I have called or emailed and only then been told of yet another delay.
As I have said on here a few times, I can understand production delays (new car, new approvals, new production facility, Brexit, Covid, Ukraine etc) but what I find it very hard to forgive is the horrendous customer service. I was told the only way to escalate a complaint is to make a comment on the customer satisfaction survey that they send after a call (which I have never received). I pushed and have a call next month with the head of Customer Service. The point of my escalating is to pass on feedback that hopefully means they improve. I want Lotus to succeed but fear they won't unless they get a grip of the customer interface. If anyone has Windle's email then let me know.
Interestingly (to me at least), Customer Service said that "Lotus HQ" had been proactively sending out updates to customers on the production delays. I have never received one and was told this was because my "marketing preferences were turned off" - not sure what that has to do with updates to customer who has placed an order ? But I share that in case it helps others.
I have a test drive tomorrow to make my final decision whether to close out the purchase or walk away. Right now I am 50:50 (having been so excited when I put my first deposit down). I won't repeat the same reasons from the many pages on this forum but in short the reasons I am on the fence are;
1) hopeless customer service (what will aftersales be like ?) and 7 delays of approx a year have taken the shine off
2) numerous quality control problems as covered elsewhere - my nearest dealer is an hour away
3) changing specs and dodgy practices (like all website images being slammed)
4) mixed reviews - some from journals that I like/trust
The reasons I am still in and haven't walked away;
1) I love the way the car looks - particularly its compact baby supercar looks
2) would be my first Lotus - I had posters of them as a kid and have always loved the brand, driven 7s and Elises and loved them
3) hydraulic steering
Spec; V6 manual, DV, silver wheels, yellow callipers, touring, lower black pack, privacy glass, tan leather
Wish me luck on the final decision !
