Tivoli Auto Services Limited

Dear Sir Many thanks for your email We are sorry to hear that you were disappointed with our service My colleagues were unable to find your original emails which you posted on our website which would explain why you havent heard from us I would very much like to look into this matter but to do so i will need some more information (ie car registration or invoice number) With this i will be able to carry out an internal investigation and can get back to you with my findings We pride ourselves in offering a high level of customer service and operating with integrity at all times I look forward to hearing from you at your earliest convenience Regards Paul White

We would like to thank our customer for their feedback and to reassure them that this matter is currently being dealt with through our quality control process with the assistance of the team at Which Trusted Traders. We would like to say thank you for the comments which we take on board. Whilst we also accept that it is not possible to please everyone all of the time, in my experience there are usually a couple of simple reasons behind a customers dissatisfaction, which fall into two key areas: 1. Communication of the fault diagnosis and steps towards the fix 2. Interpretation of the fault and following the correct steps towards a positive result This customer is a new customer to Tivoli as of March/April this year, and it is obvious that he has some knowledge of how a car works and has informed us that he would normally carry out his own repairs,(and also owns his own basic fault code reader). The first step of any diagnosis on a modern vehicle is to plug into the diagnostic system. We are fortunate to own a Volvo vida system which offers us the main dealer capability for diagnosis. The vehicle on its initial visit had only one fault code present (dpf pressure fault). Common practice for this fault would be to replace the dpf sensor with new which we agreed to have done. The car was taken on a short road test and the code did not return. It was agreed that the car would be tested by the customer for a few days. After a week or so it was reported to us that the car was still not any better (in a note from the customer - it was reported that the cars power had improved slightly following the replacement sensor). We had the car back into the workshop and carried out further tests, one of which was a smoke test which helps identify a potential air leak. We found that a Turbo boost hose was leaking, which we reported to our customer who agreed to a replacement. Car had a short road test and again appeared to drive normally No other faults were found in the system so the customer was to try the vehicle once more. We believe that further time on the vehicle would have identified the Turbo and dpf issues but unfortunately this additional time was not authorised by the customer. As a result the customer has chosen to take his vehicle to another repairer where by carrying out more extensive diagnosis, disconnecting and removing components was able to identify the worn turbo and dpf which have now been replaced. The initial diagnosis carried out by Tivoli was correct and the parts replaced were necessary to overcome this stage. We are strong believers of fitting genuine top quality parts wherever is possible (we would only consider fitting parts from an Ebay source as a last resort). We have communicated with the customer and made a goodwill offer which he has declined. Our experience tells us that that in situations like this there is always a compromise to be made. We sympathise with the customers' frustration relating to this matter. We feel that a complete refund would be unacceptable to Tivoli however we would like to reach a fair and reasonable compromise for all parties.