The following needs to be addressed:
What sort of commercial convoluted arrangements PSA have with their so called 'authorised service centres' should not inconvenience customers or result in a disadvantage to customers.
Whenever Peugeot official website tell the public, it must stand behind what it tells 100% without exception, no excuses oh we no longer this we no longer that... if that was the case and then you changed on them - give customers plenty of notice- a transition period and recognise and acknowledge customers did follow advice provided by the official website - no oh we changed owners importers hence we no longer care what the previous entity have put in place - this is poor management and poor customer relationship building - unless this is a company that does not give 2 toss of maintaining and keeping good customer relations
When making changes to the way you do business don't keep it a secret let customers know ahead give them a heads up explain how this may or may not disadvantage customers provide some examples how this could be the case
give the customer the benefit of the doubt after all, they did spent tens of thousands of dollars to end up with a complaint to you
Listen to customers - you may learn a thing or 2 about building success - don't write them off because it did not fit in the box - think outside the square.
Solve problems, not delegate problems, don't be rhetorical don't pass the problem back to the customer.
Find out before you judge
No customers are looking for a freebie, after all they have spent tens of thousands of dollars to end up putting this complaint
Not every customer is out for $$$$ many just want to understand why and how - help them understand not help them open wallets
Acknowledge that there is mistrust of dealerships - this is a widely accepted norm - no surprises here - what are you going to do about it? continue to project that negativity?
Always put spending more money as a last resort - not the first choice - for the customer - show evidence you really tried present options
Show you give a damn about your customers provide evidence of this. Throwing the book and putting the customer to stand trial is not a good start.
A little professional courtesy and goodwill goes a long way to promote your brand Throwing the book and putting customers on trial with 40 questions will only bring misery.
That is all essentially. It's not rocket science a huge conglomerate with the sort of deep pockets they carry, it's not at all a lot to ask. With the recent merger with Chrysler/Fiat the pocket just got even deeper - even less of a ask for the above.
unless of course the intention was never a long term plan for this market with intentions to fold and leave this market altogether. In that case then it is normal behaviour to conduct Spanish inquisitions ala forced visits to the dealer - don't care , who gives a damn we're leaving this market anyways