Just to round off my issues. As promised, Smiths Renault did reach out to me, and my car was booked in for the updates. This was yesterday, and after having the vehicle for the day, both the BMS and Energy screen (EVC) updates were successfully applied, all under warranty.
Whilst it should have not taken the amount of fuss, it did, and there should be a more consistent approach across all Renault Main Dealers - I cannot fault the customer service delivered by Smiths. Whilst we all make mistakes, we should be judged by our responses and in this case it was first class. As I often work in Peterborough, I will continue to use Smiths Renault for my servicing etc.
I had a similar experience with my local dealer, in that I effectively had to get the updates done as 'faults' covered under the warranty, that is that the battery range was low and that the energy screen was "missing".
Just to add to my previous messages, I thought I should elaborate a little further. As a dealer, we can only investigate when you have asked us to look into a specific fault.
For example, if you request us to investigate eco screen not working, a dealer can investigate and action accordingly under warranty.
If a customer requests a dealer to look at the battery range appearing low after being fully charged, we are again able to investigate. If a BMS software is required, this can again be actioned.
i think most of us feel that if there are *any* updates available they should be applied - assuming Renault develop the updates for a reason, and not just because they were bored for a day or two…
Smiths refused to do the BMS and Energy Screen updates under warranty, as there were no faults with the car. If I wanted to have the Energy screen update then it would take 2 hours and they would charge me their normal rate of £120 per hour.
After some research online (including this forum), I gathered evidence to show that it is a "postcode lottery" whether you can get these update and done under warranty (or at least FoC). This demonstrates a massive inconsistency across the Renault UK Dealer network and is in violation of our consumer rights. I have therefore asked Smiths to either to successfully resolve the situation internally or raise a formal complaint with Renault UK.
It does make a mockery of the relationship Smiths Renault have with this group and does not really fit with the statement (under the "About" menu item) - "The benefit of this association with a Renault dealership is we have easy access to a wealth of knowledge, both product and technical and can share this with members of the Club. "
My Sept 2020 Zoe ZE50 is currently having a "B" service at Smith's Today. Spoke to the person at reception, when booking the car in, and explained about the BMS and Energy Screen updates. They were a bit lost to say the least and was convinced updates are only applied it there is an issue i.e., error code etc. I asked them to have a look and showed them pictures of the Energy screen on a ZE50. Hope the updates will be applied as this was one of the reasons I purchased the car in the first place.
As I live in Cambridgeshire, it's a bit of a journey 😀, but thanks anyway. However, it just demonstrates a massive inconsistency across the Renault UK Dealer network, which just sucks for customer service!
Yes, I used to work in Cambridge, so have used John Banks Renault Cambridge. In fact, I purchased my Zoe from them. Sales were excellent. Did not try and sell pointless extras/insurance etc. to me and arranged the finance efficiently without issues. Cannot say the same about their Service Dept. Even thou, my Zoe ZE50 is an early 2020, they knew nothing about the BMS update (still don't have it). Also, on the "Health Check" they undertook, my exhaust was in good condition !
Well, we have now collected the car, but I have realised that the energy info screen isn’t there, which presumably means it is missing at least 1 update…..but disappointed to say the least
Just to round off my issues. As promised, Smiths Renault did reach out to me, and my car was booked in for the updates. This was yesterday, and after having the vehicle for the day, both the BMS and Energy screen (EVC) updates were successfully applied, all under warranty.
Whilst it should have not taken the amount of fuss, it did, and there should be a more consistent approach across all Renault Main Dealers - I cannot fault the customer service delivered by Smiths. Whilst we all make mistakes, we should be judged by our responses and in this case it was first class. As I often work in Peterborough, I will continue to use Smiths Renault for my servicing etc.
Just to add to my previous messages, I thought I should elaborate a little further. As a dealer, we can only investigate when you have asked us to look into a specific fault.
For example, if you request us to investigate eco screen not working, a dealer can investigate and action accordingly under warranty.
If a customer requests a dealer to look at the battery range appearing low after being fully charged, we are again able to investigate. If a BMS software is required, this can again be actioned.
Smiths refused to do the BMS and Energy Screen updates under warranty, as there were no faults with the car. If I wanted to have the Energy screen update then it would take 2 hours and they would charge me their normal rate of £120 per hour.
After some research online (including this forum), I gathered evidence to show that it is a "postcode lottery" whether you can get these update and done under warranty (or at least FoC). This demonstrates a massive inconsistency across the Renault UK Dealer network and is in violation of our consumer rights. I have therefore asked Smiths to either to successfully resolve the situation internally or raise a formal complaint with Renault UK.
It does make a mockery of the relationship Smiths Renault have with this group and does not really fit with the statement (under the "About" menu item) - "The benefit of this association with a Renault dealership is we have easy access to a wealth of knowledge, both product and technical and can share this with members of the Club. "
My Sept 2020 Zoe ZE50 is currently having a "B" service at Smith's Today. Spoke to the person at reception, when booking the car in, and explained about the BMS and Energy Screen updates. They were a bit lost to say the least and was convinced updates are only applied it there is an issue i.e., error code etc. I asked them to have a look and showed them pictures of the Energy screen on a ZE50. Hope the updates will be applied as this was one of the reasons I purchased the car in the first place.
Same question really, although as I’m buying mine from Smith’s I assume they will have sorted all the updates? 😉