Sytner defends response to customer who recorded employee speeding in his car on a dashcam

By Jeremy Bennett
|
6 April 2016

Sytner Group says it acted promptly and appropriately when it was alerted by a customer that service staff had taken his car on a 10-minute drive, repeatedly breaking the speed limit.

Chauffeur David Argust took his E300 AMG to Sytner Mercedes Bristol for a warranty repair on a wheel sensor, reports the Bristol Post.

He discovered from his dash camera footage that a mechanic and apprentice had driven the car to a nearby supermarket, breaking the speed limit nine times during the 10-minute journey.

He posted the dashcam footage on YouTube (see below).

Argust told the Bristol Post: "I pride myself in having a clean license, both as a driver and a chauffeur. I've done this job for 11 years, and I could have lost my licence if he was caught.”

But in a statement to AM, Sytner said: “As soon as we found out about this incident, we sincerely apologised to Mr Argust and subsequently offered him a goodwill payment which was declined.

“As a company we do not tolerate this type of behaviour and we can confirm that the employee concerned no longer works for us.”

The Bristol Post also quotes a letter from Nick Robinson, franchise manager at Sytner Group, touching on an appointment Argust had made at another Sytner centre.

In the letter, he wrote: "Following the release of your videos and recent post on Instagram I believe it is inappropriate for us to continue with your planned visit to Mercedes-Benz of Weston-super-Mare on the 4th April.

"These actions demonstrate a complete breakdown in relationship, and in conflict with any future positive business relationship we had hoped to restore.

"We will not accede to further demands and I find it extremely disappointing that despite our efforts we have been unable to arrive at a satisfactory conclusion.

"I must now consider your actions a rejection of all previous offers and they are therefore retracted."

The incident has also been reported in the national press.

> Video: Argust's dashcam footage

Sytner Group

Author: Jeremy Bennett

Head of digital

jeremy.bennett@bauermedia.co.uk

Jeremy has been a journalist for 30 years, 20 of which have been in business-to-business automotive. He was a writer and news editor on AM-sister brand Fleet News for three years before setting up the AM website. For the last five years he has been Bauer B2B’s head of digital helping to manage the digital assets of AM, together with Fleet News, Commercial Fleet, Rail and Smart Transport.

Comments (8)

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Comments

NotSytner - 06/04/2016 14:56

Seems that because it was made public and posted on internets sites Sytner got a sulk on and retracted their offers. A goodwill offer shouldn't depend on whether the customer makes it public or not. Although a Morrisons car park limit isn't legally enforceable.
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andy - 06/04/2016 16:45

Why didn't he go to the Asda he passed for his cash? It was closer, dealers will have to be very wary now of customers using dashcams in this way. Inexcusable to drive the car in that way
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Once a disciple - 06/04/2016 17:40

In response to "Not Sytner", surely a goodwill gesture should receive some amount of goodwill in response. Whether the customer chose to accept the offer or not, the offer was made and a full apology issued. Any level headed, non malicious individual would have left it at that. Instead he chose to stick it on Youtube knowing that everyone loves a motor trade bashing session., If he saw what the dry cleaners were doing to his suit he would be mortified!! Maybe he could fit a camera......
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paul bark - 06/04/2016 22:56

I don't condone what the tech has done, he is well out of order,should never drive customers cars in that manor,but I think its long overdue that dash cams should be switched off and unplugged or customers told to remove them whilst there in for service or repair,because too many good technicians could be or maybe sacked for driving over the speed limit,sometimes diagnostic tests put you over the speed limit,just my opinion.
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Neil - 09/04/2016 13:51

I would have to wholeheartedly agree with Nick's response and acts. They dealt with the employee, apologised and offered a 'goodwill gesture'. Unfortunately like it or not things like this happen as they employ human beings. The customer was undoubtedly trying to make something out of a relatively small matter and trying I suspect to claim/get a 'payment' out of all perspective. Goodwill gestures are made as an apology and also to help retain the customers business. If not accepted then they can obviously be withdrawn which I have done a couple of occasions when it was obvious that the customer was being completely unreasonable. I know this may shock some people for some reason, but a company has every right to sack a customer.
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William Thompson - 28/05/2016 14:04

Breaking the speed limit in the warning areas will lead to dangerous situation like car accident with people commuting on the road. This will not only hamper the owner but also all the other people who will get involved if anything go wrong. Mercedes is a very delicate and luxurious car and we need to take regular maintenance of it in order to make it last longer. I was in a trauma when my Mercedes c lass showed some severe problem. But the Mercedes auto body repair shops Highland Park saved my vehicle with their highly experienced mechanics. For more information about car repair go to http://www.dfwaimescollision.com/mercedes-auto-body-repair-shop.html
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Christopher Law - 14/11/2016 14:26

This is hardly abusing the car is it? Aston Martin used to ''test'' brand new cars at speeds in excess of 100 mph before speed limits were introduced, were they abusing new cars? Mechanics will always test drive cars this way to diagnose engine/transmission/suspension and brake faults under load and at speed.
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Jamie - 20/04/2017 07:45

Some people seem to be justifying the mechanic but there is not logical justification. He stole the car, he had no right to take it out. He broke the speed limit, the owner would have got the blame if he had gone through a speed camera. If the owner had not had the video and the police had accused him of speeding and he had just said "I do not know what you are talking about" the police would have assumed him guilty. There is not excuse and the garage should have noticed that a car that should not have been taken out had been taken out.
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