No Courtesy Cars Any More For Warranty Repairs

[geoffbland]

I have just booked in my Emira for having the door replaced under warranty for blistering.

I've now been told by Lotus Silverstone that Lotus will not pay for courtesy cars anymore for warranty work. Apparently this is something new that Lotus have decided over the last few weeks. This may be just for owners that did not get their car new but legally that makes no difference (it even states this in the warranty terms and conditions).

So those of you that even got a Volvo whilst yours were being repaired seem to have actually been lucky.

There's no point arguing this with Lotus Silverstone, the dealership have courtesy cars but can't lend them out if Lotus are not going to reimburse them. Your only recourse again would be the small claims court - claiming under the Consumer Rights Act 2015 for minimizing disruption for faulty goods.

Note that the terms and conditions of the warranty do explicitly mention that a "[Lotus] is not responsible for providing a loan car during repairs. The provision of a loan car should be discussed with the retailer/repairer". So that's vague.


I'm going to try ringing Lotus Customer Care and tell them I will raise a small claim against them which will cost them more in the long-run. I don't hold out any hope that they will do anything - probably won't even respond.

There seems to be no recognition at all from Lotus about how bad their customer care is and how this will obviously affect the customer perception and their bottom line.

 

[nimbusblack]

i was told this when my doors were being done back in Feb this year, my dealer Bell and Colvile kicked up such a fuss that Lotus backed down but by that point my doors were done and i had the car back already as B&C had picked up my car and i had use of another.

 

[Lots_Of_Trouble]

I remember when I had my first Emira,one of the first 50 ,
bear in mind, a good opportunity for customer service excellence from the off...

My car broke down in the first 2 weeks of ownership, bellowing smoke down the a45.

What car was I offered as a courtesy car at the time?:

A ford focus!
I kid you not.

In fairness,they compensated me with lots of merchandise after plenty of complaining

 

[netsinah]

I purchased a new 2024 and was told from the outset, no courtesy car would be offered for any warranty repairs, unlike absolutely every other new vehicle I've purchased over the past several decades. I took the Lotus warranty wording, to verify that. Critiques will point to Lotus being a manufacturer that doesn't stand behind its vehicles or believe in its own quality control, unlike other manufacturers who pay for a replacement vehicle. I love my Emira and fortunately have had no issues, other than driving 3-hours one-way for warranty updates, which I see as worth it for its ride. But Lotus is creating a lot of ill-will for those who have a lot of problems with their Emiras, moreso those who purchased the first made with more glitches, by not offering a courtesy replacement. That said, I'm pleased to hear some received a replacement and as opposed to nothing, I'd even take a Ford Focus to get me around (lol). [Easy for me to say that; I know.]

 

[Orchardbike]

It was only by having a courtesy car that I still have my Emira. I’d have returned it without one.

 

[Lotusdoesit]

At my local Los Angeles Dealer (Galpin Lotus), I have been given a Jaguar and a Land Rover as courtesy cars.

I wonder if this is a UK policy only.

 

[MiamiBlue]

Lotus are properly skint and probably trying to save money at every opportunity. I've heard they won't replace PPF anymore either.

 

[geoffbland]

Lotus are properly skint and probably trying to save money at every opportunity. I've heard they won't replace PPF anymore either.

I can confirm they won't replace PPF anymore as they had already told me they won't replace mine.
But Lotus are going to remain skint (or worse) if they continue with such bad customer service.

 

[Foxy87]

Normal in switzerland, you almost never get a courtesy car (for free).