Checkout email, Lotus communication, still in (just)

[Emirahep]

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 !

 

[Captain.Kirk]

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 !

Maybe they actually pushed the send button on your email while you were on the phone with them.

I’ve received ZERO updates via email since the last one in August ‘22 and I haven’t changed my preferences at all so they’re full of crap.

However, great news for you. Hope it all goes well and your car is perfect.

Best of luck!

 

[Emirahep]

Maybe they actually pushed the send button on your email while you were on the phone with them.

I’ve received ZERO updates via email since the last one in August ‘22 and I haven’t changed my preferences at all so they’re full of crap.

However, great news for you. Hope it all goes well and your car is perfect.

Best of luck!

Many thanks, Captain !

I too found the whole “marketing preferences” thing a load of nonsense.

A “perfect” Emira may be too much to hope for, but perhaps one where the wipers work ?!?

 

[Magma]

I think the vast majority have the same exact feelings you do. Please do update with your thoughts after the test drive. We'll be anxious to hear what you decide. It's a tough one for sure!

 

[M100man]

You get an automatic customer survey 2 weeks after taking delivery. I got my survey today coincidentally straight after the surprise box arrived . I went to town on LCS but all that pales into insignificance once you actually get the car . After waiting 19 months like every one else and feeling like cashing in the deposit on a regular basis it is SO worth the aggro and the wait . The car is absolutely incredible to drive ( sports/ sports and sport mode I call my spec) and virtually faultless . People cross the road and chat at traffic lights ! Amazing !

 

[M100man]

You get an automatic customer survey 2 weeks after taking delivery. I got my survey today coincidentally straight after the surprise box arrived . I went to town on LCS but all that pales into insignificance once you actually get the car . After waiting 19 months like every one else and feeling like cashing in the deposit on a regular basis it is SO worth the aggro and the wait . The car is absolutely incredible to drive ( sports/ sports and sport mode I call my spec) and virtually faultless . People cross the road and chat at traffic lights ! Amazing !

There’s a great question in the survey when it asks whether anyone has contacted me since delivery to see if I’m satisfied with the car . Of course they haven’t !

 

[Emirahep]

You get an automatic customer survey 2 weeks after taking delivery. I got my survey today coincidentally straight after the surprise box arrived . I went to town on LCS but all that pales into insignificance once you actually get the car . After waiting 19 months like every one else and feeling like cashing in the deposit on a regular basis it is SO worth the aggro and the wait . The car is absolutely incredible to drive ( sports/ sports and sport mode I call my spec) and virtually faultless . People cross the road and chat at traffic lights ! Amazing !

Very encouraging to hear ! I still haven’t seen one on the road so the rarity factor is a nice thing. Thanks for your thoughts.

 

[Captain.Kirk]

Many thanks, Captain !

I too found the whole “marketing preferences” thing a load of nonsense.

A “perfect” Emira may be too much to hope for, but perhaps one where the wipers work ?!?

I’m a first time Lotus purchaser (assuming mine arrives eventually), but I’ve heard from many Lotus veterans that it wouldn’t be a Lotus without a few glitches.

Hopefully yours will have minor glitches, if any.

As Gandalf says, “There’s always hope!”

Happy driving.

 

[Maurice R]

I’m a first time Lotus purchaser (assuming mine arrives eventually), but I’ve heard from many Lotus veterans that it wouldn’t be a Lotus without a few glitches.

Hopefully yours will have minor glitches, if any.

As Gandalf says, “There’s always hope!”

Happy driving.

Whoever those veteran Lotus folks are they are correct. Speaking from personal knowledge and currently owning one
“A lotus without a few glitches is Not a Lotus”

 

[Emirahep]

Whoever those veteran Lotus folks are they are correct. Speaking from personal knowledge and currently owning one
“A lotus without a few glitches is Not a Lotus”

I am sure I can manage a few glitches - of character as some might call it !

Not sure I’d be happy with loads of trips to the dealer to get stuff fixed, particularly with a brand new car.

Moot point if I bail - all hinges on tomorrow’s test drive

 

[SweptVolume]

Many thanks, Captain !

I too found the whole “marketing preferences” thing a load of nonsense.

A “perfect” Emira may be too much to hope for, but perhaps one where the wipers work ?!?

Its actually GDPR... you must have clicked no to communication at some point in the past.. its a grey area tbh.. As a depositor, they should have reached out to check

 

[Boombang]

Wait for the test drive to make your mind up. A drive confirms the purchase for some and is an instant cancellation for others.

 

[Concept24]

Not sure I’d be happy with loads of trips to the dealer to get stuff fixed, particularly with a brand new car.

Perhaps if the dealership offered a free 1-hour massage by an experienced Asian girl, and a Long Island Iced Tea while you're waiting for your session, that would make all ill feelings dissolve.

 

[Emirahep]

Wait for the test drive to make your mind up. A drive confirms the purchase for some and is an instant cancellation for others.

Yep ! I think I will know after the test drive. I’ll post my thoughts.

 

[Emirahep]

Its actually GDPR... you must have clicked no to communication at some point in the past.. its a grey area tbh.. As a depositor, they should have reached out to check

I get GDPR but I doubt I would have clicked a no to Lotus marketing. Even if I had I would have thought GDPR would allow Lotus to contact an individual with whom the company has a contractual relationship ?

 

[SweptVolume]

I get GDPR but I doubt I would have clicked a no to Lotus marketing. Even if I had I would have thought GDPR would allow Lotus to contact an individual with whom the company has a contractual relationship ?

I agree... just trying to give perspective... loads of companies 'claim' GDPR

 

[nelly111s]

I’ve had Lotus’s for 15 out of the last 16 years. Very few glitches - none with current car which has 35K miles from new.
My advice is to find a local specialist rather than a dealer a strike up a relationship with a fellow petrol head who will look after your car well. Current car only went to the dealers for its oil change, then specialist after that.
When you get one, you won’t stop smiling and will find every opportunity to “pop out for some milk”

 

[Emirahep]

I’ve had Lotus’s for 15 out of the last 16 years. Very few glitches - none with current car which has 35K miles from new.
My advice is to find a local specialist rather than a dealer a strike up a relationship with a fellow petrol head who will look after your car well. Current car only went to the dealers for its oil change, then specialist after that.
When you get one, you won’t stop smiling and will find every opportunity to “pop out for some milk”

Very encouraging from an experienced Lotus owner . Thx for your thoughts. Looking forward to my test tomorrow

 

[TomE]

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 !

Like they say on the various reality TV shows, it's been a "journey"

The missing emails are most likely an error in their CRM system. I know several people have had the marketing preferences box set to "no emails" without ever asking Lotus not to send emails.

Not sure where you are in the UK, but hope you have a great route and helpful dealer for your test drive. My local dealer has said the conversion rate for people who test drive and go on to purchase is very high. It is a great car, if what it is attempting to do fits with your use case. If you've never owned a Lotus but loved driving an Elise then I think you'll enjoy the Emira - it's a grown up version with more usability but the same steering and ride & handling DNA.

It'll be interesting to hear how your discussion with Nicola goes about your complaint. If you do want to escalate it further let me know and I can provide relevant email addresses.

As others have said, Lotus cars can have foibles and it's one of the reasons there is a very active owners community, sharing the challenges and fixes as well as the common bond of a niche and interesting sportscar. There are several good indies around the country if you don't get the level of service you need from your nearest dealer.

 

[Emirahep]

Perhaps if the dealership offered a free 1-hour massage by an experienced Asian girl, and a Long Island Iced Tea while you're waiting for your session, that would make all ill feelings dissolve.

Just been to the nearest dealer for my test drive. I asked. The lady looked a bit taken aback. So I think that’s a form no, Concept24