Kwik-Fit Exhaust Detached Itself From Vehicle.

Kwik-Fit Exhaust Parted Company From SAAB 900

Letter sent to Kwik-Fit on the 8th May 1998
Dear Sir
On the 1st May 1998, while attempting to travel in my vehicle - a Saab 900 registration number XXXXXXX- from XX XXXXXXX Shropshire to my home address in Suffolk, the exhaust system fell off. It was a new system fitted on the 27th April 1998 at your Depot 133 Ipswich Suffolk. On investigation it was found that the rubber supports had come off both retaining clips on the new middle box, but not from the vehicle end. On investigation it was found that the hooks on the exhaust were of such poor design that they did not hold the box in place. Therefore with the slightest bump the rubbers would part company from the hook. This explained why I had been experiencing knocking noises for the previous few hundred miles. The exhaust must have become detached within a few miles of leaving your exhaust centre. I promptly called Britannia Rescue out to investigate the problem and get me going again. Like myself he commented on how poor the system was. He had to modify the box hooks so that the system would stay in place.
I contacted your customer relations department on the morning of the 2nd May 1998 and explained what had happened. He promptly apologized on behalf of Kwik Fit and promised a full refund if I wrote to you with proof from Britannia Rescue of what had occurred, which I have now done. As the exhaust was only supported by the front pipe it is possible that damage in this area has been done - time will tell. You can guess that I am reluctant to use Kwik Fit in the future as I am not a delighted customer as your advertisement promises. I await your prompt refund - plus I hope compensation for the inconvenience experienced by all.
Your Sincerely

Letter sent to Kwik-Fit on the 18th May 1998
Dear Sir
I wrote to you on the 8th May 1998 about an Exhaust System fitted by Kwik-Fit to my Saab 900 which fell off the vehicle. I also included proof of what had happened - Britannia Rescue Ref No: RH/PH/CC/6006521 dated 7th May 1998. So far I have received two responses from Kwik-Fit Your Ref: KFGB/37472 dated 11th May 1998, Your Ref: SR/133/1/37472 dated 14th May 1998 but no refund.
I contacted your customer relations department on the morning of the 2nd May 1998 and explained what had happened. He promptly apologised on behalf of Kwik Fit and promised a full refund if I wrote to you with proof from Britannia Rescue of what had occurred, which I have now done. I still await your prompt refund - plus compensation for the inconvenience experienced by all.
If this matter is not resolved within the next 14 days I will be forced to take further action which will include contacting the local Trading Standards, The Advertising Standards Authority Limited.
A thought for you to ponder - the results of all this could have been catastrophic with a serious accident more than a distinct possibility or worse somebody killed. So I await your reply?

Your Sincerely

Letter sent to Kwik-Fit on the 20th May 1998
Dear Sir
I spoke to a Kwik-Fit representative on the 20th May 1998 who confirmed that I would get a full refund but no compensation. However he then went on to dispute strongly a point I had raised about safety in my previous letter.
A thought for you to ponder - the results of all this could have been
catastrophic with a serious accident more than a distinct possibility or worse somebody killed. I found his attitude to be insulting and as you can imagine made me very angry - as it is obvious to all that this could happen. After this phone call I immediately contacted the Police Help Desk for Suffolk Constabulary and explained what had happened. The reply received briefly was: If the exhaust was not attached to the vehicle correctly the car would be an MOT failure therefore in an unroadworthy dangerous condition.
This more than confirms my previous statement. In case you are in any doubt regarding this I will list out some reasons why it is dangerous and I am not an expert.
a) The Exhaust was not being held in its designed position.
b)The ground clearance of the vehicle therefore being reduced.
c)It was able to move possibly causing stress on the front box welds.
d)If it had come away at the front welds it would most certainly have damaged the
vehicle if not caused an accident.
e)An exhaust system leaving a vehicle at any speed is a danger to others and could cause death or injury.
How can a representative of Kwik-Fit dispute the indefensible?
If this matter is not resolved within the next 14 days meaning a complete refund and compensation. I will be forced to take further action which will include contacting Trading Standards, The Advertising Standards Authority Limited. Suffolk Police , HSE. about your advertising and poor/dangerous workmanship. Also legal action through the Courts is a possibility. I am not a delighted customer - I will never be after this performance. I am not a fool - I can see what you are up to. Put up enough obstacles and he will go away not in my case. I am not interested in the money it is the principal that counts unfortunately in this case that means money.

Your Sincerely

Kwik-Fit did wriggle a bit.
Including being less than truthful about paying compensation. Also trying to say that an exhaust system not correctly attached to a vehicle was safe and not a danger to others. But in the end they admitted they had been in the wrong. SAAB however are in a different league. Jails are full of little people who have done far less. But some big organisations get away with murder. Check out my story and the experience of others on my web site. SAAB could learn something from this? How to be honest decent in particular when they are servicing/repairing customers vehicles to respect other peoples property. Also to refund a customer who is receiving a criminally incompetent level of service and I mean - full with compensation. Also the dealers concerned should be removed from the Saab Organisation. Any Saab representative out there reading this page should know who I mean.

All of the information on these pages is to my knowledge either an accurate summary of events and facts or is my opinion. It doesn't represent the views of Saab (urgh), my Internet service provider, Kwik Fit, or anyone else.