Karl Fielding

Hi Karl,

Thanks for your review. 

We’re sorry to hear you experienced difficulties with our app, and we apologise for any inconvenience.

Ordinarily, our photo app will assist you in taking photos which meet our requirements, preventing you from having to retake any and helping you create a professional-grade vehicle profile that helps to maximise your offers on the day of sale.

Where you experience difficulties with the app which we are unable to immediately resolve, our Sales Team will provide you with example photos to follow and send to us via email to ensure this doesn’t hold things up.

We've taken a look at your communications and we can see you spoke with an agent via Web Chat on the 26th November. You advised there were some issues uploading the pictures. The agent advised we just needed the final picture of the backseat of the car.

This picture was then sent to the agent over web chat and the agent uploaded this to your selling profile.

The agent then asked you if there were any other pictures of additional damages that you need to declare. Unfortunately, you advised it was dark outside, and you had added them to the additional section. The agent confirmed these photos need to be added to the condition and damage section.

The line was then disconnected and the agent could not finish the conversation. 

We can see that you then spoke with one of our agents from the Customer Sales Team shortly after the web chat ended. We double checked your profile information and car specifications. You mentioned your service history should be full and the agent assisting you checked this and updated it to a full history. 

The agent also asked if there were any additional imperfections that you needed to declare, other than the scuffed alloys, you confirmed there was not.

You then advised you do not have a private plate, the agent manually typed in your registration number, however, the private plate box was left ticked. We apologise for any confusion that this may've caused on the day of collection.

We have fed this back to the agent’s Team Leader for further investigation, and additional training will be provided to ensure our high standards of service are upheld at all times moving forward.

However, we want to let you know that private plates hold no bearing on the price, this just lets the buyer know whether or not the plate is coming with the vehicle, in case the plate needs to be transferred back to the original. 

We're sorry that you were unhappy with the reductions at the point of inspection. Unfortunately, if the buyer identifies any issues which were not listed on your selling profile, they may look to cancel the sale or adjust their offer at the point of collection to take this into account, as your offer is based on the accuracy of the information provided and advertised on your profile.

In this instance, the buyer has provided photos taken at the point of inspection which highlight a cracked wing mirror, a broken sat nav and a fault code for the accessory protocol interface module. 

Unfortunately, we were not made aware of prior to listing your vehicle. The only imperfections declared during the qualifying process were 4 x scuffed alloys. 

You’re never obligated to accept a lower price of course, as it is a voluntary transaction for all parties throughout, but the vehicle must be as described in order to achieve the agreed price.

We're sorry your experience with Motorway was not more in line with our usual high standards of customer satisfaction, but we're pleased that you were ultimately able to complete the sale of your vehicle, and we wish you all the best going forward.

Kind regards,

Kristy
Motorway Escalations Team

Hi Karl,

Thanks for your review. 

We’re sorry to hear you experienced difficulties with our app, and we apologise for any inconvenience.

Ordinarily, our photo app will assist you in taking photos which meet our requirements, preventing you from having to retake any and helping you create a professional-grade vehicle profile that helps to maximise your offers on the day of sale.

Where you experience difficulties with the app which we are unable to immediately resolve, our Sales Team will provide you with example photos to follow and send to us via email to ensure this doesn’t hold things up.

We've taken a look at your communications and we can see you spoke with an agent via Web Chat on the 26th November. You advised there were some issues uploading the pictures. The agent advised we just needed the final picture of the backseat of the car.

This picture was then sent to the agent over web chat and the agent uploaded this to your selling profile.

The agent then asked you if there were any other pictures of additional damages that you need to declare. You advised it was dark outside, and you had added them to the additional section. The agent confirmed these photos need to be added to the condition and damage section.

The line was then disconnected and the agent could not finish the conversation. 

We can see that you then spoke with one of our agents from the Customer Sales Team shortly after the web chat ended. We double checked your profile information and car specifications. You mentioned your service history should be full and the agent assisting you checked this and updated it to a full history. 

The agent also asked if there were any additional imperfections that you needed to declare, other than the scuffed alloys, you confirmed there was not.

You then advised you do not have a private plate, the agent manually typed in your registration number, however, the private plate box was left ticked. We apologise for any confusion that this may've caused on the day of collection.

We have fed this back to the agent’s Team Leader for further investigation, and additional training will be provided to ensure our high standards of service are upheld at all times moving forward.

However, we want to let you know that private plates hold no bearing on the price, this just lets the buyer know whether or not the plate is coming with the vehicle, in case the plate needs to be transferred back to the original. 

We're sorry that you were unhappy with the reductions at the point of inspection. Unfortunately, if the buyer identifies any issues which were not listed on your selling profile, they may look to cancel the sale or adjust their offer at the point of collection to take this into account, as your offer is based on the accuracy of the information provided and advertised on your profile.

In this instance, the buyer has provided photos taken at the point of inspection which highlight a cracked wing mirror, a broken sat nav and a fault code for the accessory protocol interface module. 

Unfortunately, we were not made aware of prior to listing your vehicle. The only imperfections declared during the qualifying process were 4 x scuffed alloys. 

You’re never obligated to accept a lower price of course, as it is a voluntary transaction for all parties throughout, but the vehicle must be as described in order to achieve the agreed price.

We're sorry your experience with Motorway was not more in line with our usual high standards of customer satisfaction, but we're pleased that you were ultimately able to complete the sale of your vehicle, and we wish you all the best going forward.

Kind regards,

Kristy
Motorway Escalations Team

Hi Karl

We are sorry that you didn't recevied the email. Usually, we reply our customer within 48 hours. If you did not get any feedback in that time, please check your spam box or junk folder.

We have reported your problem to our Customer Service Team and they will reply to you within 48 hours, If you did not get any feedback in that time. You can check if there are any email from "clientplus" with your spam box or junk folder. We will give you a satisfactory solution. Please notice that we will contact your email that left in the order.

Best regards

Thank you for sharing your review, we always strive to provide excellent service, I am sorry if on this occasion you feel like we haven’t . If there is anything further we can help with please can you email socialsupport@quidco.com and we'll be in touch.

Dear Karl, thank you for your recent review and we are sorry you have encountered issues with obtaining your refund. We would like to assure you that our team would not as for any sensitive information when locating a customers refund, but should you need any further assistance, please do get in touch with us at TPNCPreviews@ncp.co.uk. Kind regards, NCP

Hey Karl, Hope you are well, thank you for your review.
I am ever so sorry for any inconvenience caused due to the payment speed for the retailers, I do appreciate some retailers do have longer payment speeds than others and for this I do apologise. We are always looking to improve our service so we take on board your feed back and will do everything we can to help better our service.

Take care
Ashleigh 😁
socialsupport@quidco.com

Hi Karl, I am sorry to hear this. The charge to call our 0371 number comes from your phone provider and if you don't want to call us you can request a call back by sending a message via My Bookings. Elliott