I used to be alerted to Paul Hollibone’s story from his submit on Fb. It was intriguing. It obtained much more fascinating diving into it with him.
“Effectively, after per week of enjoyable, our BYD Atto 3 which suffered the charger failure is now again in our palms. Andrew at Automall Metropolis Service in Albion suggested that the emergency cable failed, which additionally precipitated the solenoid to fail? I’m certain meaning one thing to somebody. All is fastened, automotive is again on the street, and I’ve nothing however good issues to say about Andrew and the group at Albion. Throughout its keep, the automotive additionally acquired the replace with Apple CarPlay activated, and it runs simply as anticipated. Andrew additionally suggested that in a couple of days’ time, some BYD Atto 3‘s are arriving as mortgage automobiles for that location. Additionally props to Justin at Indooroopilly EVdirect for taking care of us and being our center man throughout what was a really disturbing and troublesome time.”
Lovely child. Picture courtesy of Paul Hollibone.
With little prompting, Paul informed me the small print that led to the submit:
“We initially had a nasty expertise with BYD and EVdirect. We had a pre-order and we finally organized a take a look at drive with the Indooroopilly, Queensland, location. The take a look at drive was nice, as was the guide who went with us, however it turned to shit after the take a look at drive. They referred us to their enterprise supervisor who was the standard used automotive salesman, pushing all the standard automotive gross sales crap, not listening to us or our wants. We wasted what felt like hours however was in precise reality 1.5 hours with him, the place we achieved nothing. He had no solutions for us about our automotive; and was about speaking us into utilizing their finance, insurance coverage and extras. We walked away upset and needed to surrender on the BYD model, regardless of loving the automotive.
“We shared our expertise on social media, the place it was clear we weren’t alone with this expertise at this location. An govt at EVdirect contacted me apologising and vowed to make it proper. She managed to push our issues to the pinnacle of Eagers Automotive. From there the expertise modified, and we had been handed to the Indooroopilly customer support supervisor who took care of us going ahead. They had been very involved about our expertise, and did the whole lot they might to proper the fallacious of what had occurred. They went so far as organising a take a look at automotive to be delivered to our home for the day (an hour+ journey away from the expertise centre) with no strings connected. While the preliminary expertise was not good, and had us able to stroll away, the group made it price our whereas and I’m glad they satisfied us to stay with the Atto 3.
“We had been driving the automotive for about 3 weeks once we plugged the automotive into our residence charger in a single day. The following morning, we awoke — it was Sunday, one of the best day of all days to take the automotive out for a morning drive. At this level, the automotive was blocking our different automotive from getting out. After we went to unplug the automotive, it wouldn’t unplug. We went via the guide, adopted the troubleshooting information, and we simply couldn’t get the automotive to unlock the cable.
“So, we then resorted to the emergency launch, which then failed. We had been caught with a automotive that wouldn’t transfer as a result of it mentioned it was plugged in, and no means of getting the automotive to let go of the charger.
“We rang the roadside help who’re included within the automotive buy, who got here out to assist us. They checked the automotive over, however other than following the troubleshooting information, had been sadly extra clueless than us. He examined the 12V battery and mentioned ‘not way more I can do mate, have an awesome day.’
“I put a social media submit on the native BYD help group, which is what saved me on this present day. An exquisite chap named Martin from the Robina Expertise Centre contacted me, and we mentioned the problem. It was his day without work, however he was keen to attempt to assist me. We did the troubleshooting, we tried various things. He spent an hour and a half coping with me instantly that day, and sadly we had no success.
At residence within the storage. Picture courtesy of Paul Hollibone.
“Martin then referred me to a person referred to as Justin at EVdirect who once more tried to assist me over the cellphone, although sadly with none luck. Once more, all of their spare time and on a Sunday. Justin was additionally chatting with BYD engineers to attempt to remedy the issue. By now it was approaching 12pm, and while Justin was unable to get the charging port unlocked, he managed to assist me via a course of to get the automotive right into a rollable and moveable state. Doing so allowed me to maneuver it out of the way in which, so we may get the opposite automotive out. This course of would show to be useful when it got here for the automotive to be towed the next day.
“Justin checked in with me the next day, and after we realised we had no different possibility, we organized for the tow truck to come back and accumulate the automotive, and for the car to be sorted out by the Eagers group at Albion. Justin labored with the group there to get the automotive in, and to get a mortgage automotive sorted for us. From that time on, aside from having to drive a petroleum automotive, the expertise was clean crusing. The Eagers’ Automall West Albion service group taken care of us nicely, obtained us going within the loaner automotive, and 4 days later we had been capable of return the automotive and decide up the BYD once more, all fastened.”
Towed away. Picture courtesy of Paul Hollibone.
“As soon as the car arrived at Albion, the method was simple and easy, the paperwork was minimal, and the drop off and decide up of the car was not like a conventional automotive service expertise.
“It turned out that the fault was one which BYD and EVdirect had not skilled earlier than, so very uncommon. We obtained our charging module and emergency launch cable changed, and all appears to be good once more.
“Throughout this time, I additionally let the customer support supervisor who helped us earlier within the piece know what was occurring, and he did the whole lot in his energy to make sure we had been taken care of.
“I by no means thought I’d say this after our preliminary expertise with the group after our first take a look at drive, however they actually did one of the best they might to take care of us.”
Thanks for sharing your disturbing, but optimistic expertise with us, Paul! As I lately wrote a few Polestar driver’s expertise, potential EV consumers may be reassured that they are going to be taken care of once they take the bounce into the long run with an electrical automotive.
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