[Zoe2013 failure]

My long running saga is almost over.
Brayleys Renault Milton Keynes failed to repair the car despite having it for 12 weeks.

During that time, as I had it for less than 6 months, but only just, I rejected the car .
It was taken back by the Renault Dealership that I bought it from, Westover Renault in Poole. They refunded in full what I paid for it.
It was was Westover who told me that Brayleys had failed to repair the car and after only 1 day in their workshop they had fixed it.

During the time it was off the road Renault paid almost £2000 for an Enterprise loan car and I have now received a cheque for the fuel I bought for it, £290.66.
They are also sending a voucher for £200. The voucher can be exchanged towards accessories, repairs, services or a new Renault purchased within their dealer network.
View attachment 122213

I will not be replacing it with another Renault, instead I am getting an MG ZS EV.
We also have a Z.E.40 R110 which we will keep and it will never go anywhere near Brayleys.

Please can i share this image?

 

[Zoe2013 failure]

Please can i share this image?

did you ever trip an RCD on a chargepoint?

 

[Blackwater]

WIN WIN
I am so pleased for you. Did you have to deal with Renault UK intervention team?

Yes, I went as high as the MD of Renault UK before things started to happen, but even they didn't seem make any progress with Brayleys who are in my opinion a total disgrace.

 

[Zoe2013 failure]

Yes, I went as high as the MD of Renault UK before things started to happen, but even they didn't seem make any progress with Brayleys who are in my opinion a total disgrace.

I am having the same thing with Renault Liverpool. Can I ask who your contact was at Renault - the MD? I have BP Chargemaster fighting my case and they will not release their contact at Renault UK. I also have Trading Standards, the ICO, the ASA and the Motor Ombudsman involved in my complain and yet no progress......

 

[Blackwater]

I am having the same thing with Renault Liverpool. Can I ask who your contact was at Renault - the MD? I have BP Chargemaster fighting my case and they will not release their contact at Renault UK. I also have Trading Standards, the ICO, the ASA and the Motor Ombudsman involved in my complain and yet no progress......

First thing is to be polite, I know how difficult is to stay cool and explain the whole story in detail.
The MD is Vincent Tourette (not a joke) vincent.tourette@renault.co.uk
His deputy is Andy Tulloch, Senior Customer Support Manager for the Directors Office customerintervention.team@renault.co.uk
But first, before sending emails, call Renault UK 03443350000 and choose the option for complaints, it may take a while to get through, so the patience of a saint is required. Then tell who ever takes the call the whole story.
If you get Georgia Cooper she will probably say how surprised she is because the Zoe is the best selling car in Europe.
The best person to speak to is Gemma Lawrence-Swan, Lead Support Manager, Renault UK who will hopefully get the ball rolling a liaise with the dealership.

 

[SiW]

Agree that Gemma is good - Brandon is terrible.

Ironic that my local Renault dealer has an ex Renault UK customer service person working in the service department and she agrees most of them in customer service are c**p.


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[Blackwater]

Agree that Gemma is good - Brandon is terrible.

Ironic that my local Renault dealer has an ex Renault UK customer service person working in the service department and she agrees most of them in customer service are c**p.


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Yes Gemma is good, listens and doesn't try to fob you off with BS.

Haven't dealt with Brandon, but Georgia is a total waste of space, might as well be talking to robot.

 

[Zoe2013 failure]

Agree that Gemma is good - Brandon is terrible.

Ironic that my local Renault dealer has an ex Renault UK customer service person working in the service department and she agrees most of them in customer service are c**p.


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First thing is to be polite, I know how difficult is to stay cool and explain the whole story in detail.
The MD is Vincent Tourette (not a joke) vincent.tourette@renault.co.uk
His deputy is Andy Tulloch, Senior Customer Support Manager for the Directors Office customerintervention.team@renault.co.uk
But first, before sending emails, call Renault UK 03443350000 and choose the option for complaints, it may take a while to get through, so the patience of a saint is required. Then tell who ever takes the call the whole story.
If you get Georgia Cooper she will probably say how surprised she is because the Zoe is the best selling car in Europe.
The best person to speak to is Gemma Lawrence-Swan, Lead Support Manager, Renault UK who will hopefully get the ball rolling a liaise with the dealership.

I have had two complaints with them Sam Cabiad and Tulissa Emmanuel - Sam Cabiad particularly bad and Tulissa was okay but intervention team stepped in. Nothing that Tulissa promised was honoured by Intervention Team.

Complaint two was with Wasim Choudhary then Jemma Rajani - both better than the first complaint and Jemma did do her best to be fair but then intervention team got involved again and all lines of communication were closed by telephone. Whilst I am dealing with the intervention team, Renault Liverpool will not talk to me. My car tripped three RCDs at Liverpool last year and they all deny this ever happened- as do Renault UK. They diagnosed my battery as defective

I have emailed Vincent Tourette and never had one reply - although other people have. I have just emailed him and that Andy now again to try my luck

i just spent five hours at a charge point with BP Chargemaster that Renault UK set up (to get results before they accept my final rejection of the car) but Renault didn't even show up - how rude??

 

[Zoe2013 failure]

I have had two complaints with them Sam Cabiad and Tulissa Emmanuel - Sam Cabiad particularly bad and Tulissa was okay but intervention team stepped in. Nothing that Tulissa promised was honoured by Intervention Team.

Complaint two was with Wasim Choudhary then Jemma Rajani - both better than the first complaint and Jemma did do her best to be fair but then intervention team got involved again and all lines of communication were closed by telephone. Whilst I am dealing with the intervention team, Renault Liverpool will not talk to me. My car tripped three RCDs at Liverpool last year and they all deny this ever happened- as do Renault UK. They diagnosed my battery as defective View attachment 122223

I have emailed Vincent Tourette and never had one reply - although other people have. I have just emailed him and that Andy now again to try my luck

i just spent five hours at a charge point with BP Chargemaster that Renault UK set up (to get results before they accept my final rejection of the car) but Renault didn't even show up - how rude??

I rang customer services too on Friday and I am no longer allowed to communicate with Renault by telephone.

 

[SiW]

Were Renault going to watch you charge and see if anything happened?

Mine is going in on Wednesday again - now I just confirm the Enterprise car and wait for the call back from Renault to tell me what the issue is.

Now know the service manager quite well and he gives me fleet rates on servicing the family wagon as well without me asking for it!


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[Blackwater]

I rang customer services too on Friday and I am no longer allowed to communicate with Renault by telephone.

Why are you not allowed to communicate by phone? Was it something you said?

 

[Zoe2013 failure]

Why are you not allowed to communicate by phone? Was it something you said?

because the complaint has escalated so far. Its ridiculous to be honest.
I hope I have a happy ending like you!
Renault said if I can prove it was not the charge point (which i did last weds) I can reject the car but I am sure they will find another reason to go back on their decision, they have so many other times. My data request shows that Renault UK are giving BP Chargemaster incorrect information too... very naughty.

 

[Blackwater]

because the complaint has escalated so far. Its ridiculous to be honest.
I hope I have a happy ending like you!
Renault said if I can prove it was not the charge point (which i did last weds) I can reject the car but I am sure they will find another reason to go back on their decision, they have so many other times. My data request shows that Renault UK are giving BP Chargemaster incorrect information too... very naughty.

If you have owned the car less than 6 months you can reject back to the dealer you bought it from, it is your right as a consumer.

 

[Cloud]

Manpreet is good, I dealt with her when there was a hire car complication. (Not a dealer fault, it was something to do with Axa). Kept chasing things round and keeping me in the loop, I have a lot of respect for anyone who can sort things out in a situation that involves a few different companies as inevitably that means every company tries to fob you off by saying it's the other company's problem.

Heard good things about Gemma here before

They're all trained to give that "I'm surprised to hear this of the fastest selling EV in Europe" line. I actually stole it for when I'm telling charge networks off for installing DC-only chargers

 

[Eco~Roller]

Very interesting thread and at the same time slightly worrying to see all these posts about this specific failure.
Most users experienced the problem when the car was quite new, and fixing it was still covered by warranty.
Last post was from 26-08-19, this makes me wonder why there haven't been any more reports from other Zoe drivers?

My 22kWh Zoe R240 from 03-2016 had the "STOP Electric Failure DANGER" message on 14-06-21.
Just 3 months after the 5 year warranty, I'm hoping for a goodwill gesture, fortunatly the dealer assured me this would probably be the case.
The car is still at the dealer waiting for parts
They told me the fault is caused by the DC-DC converter 400-12V (catalog part number 22).

I'm renting the Zoe battery and the dealer showd me that SOH is 100% according to Renault.
This can't be true as the battery hasn't been changed and only a few months ago during my last full service visit it was at 79%.
They say they will investigate this situation after the other problem is solved.

I would be very lucky if this expancive part and operation will be fixed under warranty, if not, this could be reducing the car's value drastically.

 

[Eco~Roller]

Update:

My Zoe was fixed, it took 2 weeks.
Most of the repair costs felt under warranty/goodwill I’m not exactly sure which, but I had to pay €450 for diagnostics and €50 + fuel for the service car.

When we drove home we noticed that the air conditioner wasn’t working so we reported this and they told us to have it checked at our local Renault garage.

After 2 different failed attempts to fix the air conditioner they told us to take it to a ZE dealer because they thought the problem was behind the high voltage unit which they weren’t allowed to service.

During a long road trip with my Zoe I suddenly noticed that it wasn’t fast charging anymore.
Charging was max 6,5kWh on a 22 kWh charger.
At first we thought this was a public charger error and tested another charging point which resulted in the same problem.
Using Canze we could see there was much more charging capacity available than what was being used by the car.
We also had a home charger installed that was capable of charging up to 17 kWh but it wasn’t going faster than 6,5 kWh, we assumed it was the home chargers’ fault and not caused by the car.

The car was diagnosed 2 times by our local non ZE garage but it didn’t mention anything about a defect in its charger or anything.
If we hadn’t used this public fast charger 22kWh and questioned ourselves why it was taking so long to fill the car’s battery than we probably wouldn’t have known there was a charging problem.

Next I contacted the Renault ZE garage that fixed the first problem and told them about this charging problem, they had no idea and asked me to deliver the Zoe for repairs.

My car is sitting at this garage for a week now and I got a call explaining the problems:

• Defect EVC board-computer that controls the air conditioner, has to be replaced and doesn’t have anything to do with the previous repair so estimated costs are €927
• Probably a defect fast charging cooling engine which sits on top of the charging unit, estimated replacement costs €543

I asked if they know what caused these defects and they told me they don’t know but will discuss it with Renault NL

again, let’s wait and see…

 

[MitjaK]

Hi guys,

I own a Zoe 2015 with a 22kw baterry little more then 2 months. Car was imported from abroad, so I dont know much about the history. I was driving it until 2 weeks ago. I try to start a car, but there was big red sign on the dashboard Danger, electric failure!
The car was town to mechanic, which found out inverter problem and as he said it can not be fixed!. (part number 296059135R) New part cost over 3000eur, but I can not find used one and the car does not have a waranty.

Did ever anyone fixed this part ? Or can I change this part from a new model maybe ?

Thanks!

 

[dparr59]

Hi guys,

I own a Zoe 2015 with a 22kw baterry little more then 2 months. Car was imported from abroad, so I dont know much about the history. I was driving it until 2 weeks ago. I try to start a car, but there was big red sign on the dashboard Danger, electric failure!
The car was town to mechanic, which found out inverter problem and as he said it can not be fixed!. (part number 296059135R) New part cost over 3000eur, but I can not find used one and the car does not have a waranty.

Did ever anyone fixed this part ? Or can I change this part from a new model maybe ?

Thanks!

Not sure if your in the uk but the company below might help

Cleevely Electric Vehicles | Electrical Vehicles | Gloucestershire

We are Cleevely Electric Vehicles. We help families, businesses and fleets across Gloucestershire switch from petrol & diesel to low emission, EV vehicles.

www.cleevelyev.co.uk

01242 308006
info@cleevelyev.co.uk