Smart Fortwo DCT Mechanical Problem

nlel1975 · 14 Mar 2023 at 16:34

tom_e said:
Like I said earlier I'm in a similar but worse position as my passenger door is unusable until I get my bodywork sorted but that can't be done until they can get hold of a grille which like your parts is on backorder with no date.

My parts are on back order from Germany apparently. Are there any known delays at the moment with getting parts from Germany?

nlel1975 · 14 Mar 2023 at 16:44

dLockers said:
Maybe you should buy a new Smart and give this one to your niece at a discount.

Funny you should say that my brother joked that I should sell my new Smart to my nephew for £1000 like I did with my old Smart to my niece as it was only fair. He’s now got a 4th generation Fiesta which my brother described as a **** box of a car.

nlel1975 · 15 Mar 2023 at 08:43

bainbridge said:
I've not heard anything but have you considered contacting the German suppliers directly to find out why there is a delay?

I don't have contact details for them. I'd assume they are ordered from the factory where they are made.

nlel1975 · 16 Mar 2023 at 17:52

I’ve sent a message to their headquarters in Stuttgart, Germany asking if they know of any parts delays. Probably won’t be able to help but no harm asking.

nlel1975 · 17 Mar 2023 at 12:36

Kenai said:
Well, it was at £75 a screw

I had every right to question why they had those £7.50 screws on order, they’re not even on the unofficial parts list and they still haven’t explained why. I don’t think they were trying it on, those particular screws do cost £7.50.

The official under tray screws M6x20 are £1.73 each a lot cheaper but still 10x the price of Wurth ones.

nlel1975 · 5 May 2023 at 18:07

Got fed up waiting for the parts so decided to ask them for it to be serviced under the new service plan via an email I sent to both the service advisor and after sales manager dealing with my case. This is because it’s now three months overdue a service.

Got no reply so sent another email saying that I would pay for the services individually if they refunded me the service plan cost, also apologized if I offended the parts manager when discussing part numbers and prices via email.

Again no reply, checked LinkedIn and found out the after sales manager no longer works for the company after 17 years and the service advisor went to school between 2012 to 2017 so can’t be older than 22. Therefore not very experienced.

Got a nice complaint email drafted to send on Wednesday next week to the general manager and I expect he’ll tell me one or both of them no longer work for the company. I’ll probably get it booked in for a service but getting it repaired properly looks like a slim chance.

The parts manager still works for the company but he only orders what the service department tells him too so it’s not his fault or responsibility.

nlel1975 · 5 May 2023 at 18:36

tom_e said:
Just give them a call...

I find it much easier to say what needs to be said in an email. Of course if I don’t get a reply to that one then I’ll give them a call.

nlel1975 · 5 May 2023 at 18:48

tom_e said:
All you need to say is can I book it in for a service no?

I drafted the email before I found out the after sales manager had left the company on LinkedIn. May still send it to show my disappointment at the customer service I’ve received. After all how was I to know he’d left the company hence no reply.

nlel1975 · 5 May 2023 at 18:58

Kenai said:
On another note - i'm confused as to why your reaction to no email response is to request cancelling your service plan and paying individually... what does that achieve? (Other than adding another complication into your relationship with the dealer)

I had a lot of trouble getting them to take payment for it so it seemed like they didn’t want to do it. They’d rather I pay for each individual service as they make more money that way. Not much in it for them to do three years services when the initial payment is long forgotten about.

nlel1975 · 5 May 2023 at 19:03

Diddums said:
Grow a pair and pick up the phone. You'll spend all day stalking their current and ex-employees to fail to achieve something that can be solved with a 30 second phone call.

A lot of companies have an out of office reply to emails or an automated response to say that a person no longer works for the company.

nlel1975 · 5 May 2023 at 19:10

Diddums said:
Pick. Up. The. Phone.

I always email it’s just the way I am, I do virtually all my shopping online too.

nlel1975 · 5 May 2023 at 19:20

tom_e said:
To be fair I'm similar in that in the first instance I'll probably prefer to drop someone an email but I'm not then going to cut off my nose to spite my face and refuse to call them if it's something I need sorted and I've not heard back.

You have got to give them 48 hours to reply. It’s not urgent I’ve been waiting three months already.

nlel1975 · 11 May 2023 at 15:41

Well I emailed another manager and he replied quickly. Said he would chase the parts and the service booking. During the email exchange I was able to attach a copy of a .pdf I downloaded from my online banking which showed the three year service plan transaction as proof that I'd paid.

That was late yesterday afternoon, just received an email confirming that my car is booked in for a service. Then shortly after receiving the email I got a phone call from them confirming the booking and that the car is to be collected.

They also said they have the undertray parts and will fit them. So all is looking good!

nlel1975 · 14 May 2023 at 15:41

Stuck my iPhone under the car and reversed the camera and took these photos...

imgur.com

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Discover the magic of the internet at Imgur, a community powered entertainment destination. Lift your spirits with funny jokes, trending memes, entertaining gifs, inspiring stories, viral videos, and so much more from users.

imgur.com

So the missing rear under tray is a pretty serious bit of kit, I'll find out soon enough whether they've got both the under trays but I'm just happy its being serviced.

nlel1975 · 14 May 2023 at 16:34

Armageus said:
Serious bit of kit?
Nope it's a big sheet of plastic with a few screw holes, and would make no real difference whether it's there or not

But the stuff under the car will get exposed to the elements that can’t be good.

nlel1975 · 17 May 2023 at 16:57

Well its all over folks, cars been serviced and the under trays have been fitted. They didn't use Wurth bolts but I'm not bothered about that just glad its finally over.

By the way the parts I photographed above aren't covered by an undertray anyway, which surprised me.

nlel1975 · 17 May 2023 at 18:35

Diddums said:
So take it back and tell them to remove the undertrays and give you a refund!

Lol!

Here's a photo of my new under trays...

nlel1975 · 18 May 2023 at 15:51

Diddums said:
So take it back and tell them to remove the undertrays and give you a refund!

Here's a photo of another Smart which shows there's no covers over those parts under the car...

I expected there to be but there isn't and its normal.

nlel1975 · 18 May 2023 at 16:30

LuckyBenski said:
That's modified though so I wouldn't take it as a reference.

I believe it’s a Brabus hence the exhaust pipes.

nlel1975 · 18 May 2023 at 16:33

Diddums said:
So when are you getting Brabus pipes? I heard they come with free fixings. Bargain.

Not interested in modifications, I’m happy with it as is.