Comms and Expectations

[Woodman]

I have owned many performance cars and a have a long history of Lotus cars. I currently have a lovely Elise in my garage so I am used to the ‘quirks’ that can accompany a Lotus life. However, When I put my Emira deposit down with my great dealership well before we even knew what it was called or looked like, it was a leap of faith (again), but you only live once.

Now we all know that Lotus has a lot going on, but the Emira remains a very important launch for the company if it is ever going to be toe to toe with Porsche. Since my order communication has either been non existent or all over the place and whilst the car looks fantastic, I am one of a few that I know who are going a little luke warm on their orders.

The process itself seems to have changed a number of times - did we pay one two or even three deposits? Despite being a very early customer, I read about many people being called last year and only got a call back after phoning up myself several months after the calls began - ‘Oh you should have been called’ was the response. The calls we got could not even tell us what was included on the car and what was not. Even today I have no idea whether the v6 FE’s are lumbered with the ‘driver aids’ or not or whether a reversing camera is on UK spec (I hope it is). I was told I would be contacted in January for my final spec and would be able to change anything up to that point, no call came, the weeks went by so in early February I contacted Customer support - “oh you should have been called’ (again) - your spec is now locked in….. After much huffing I was able to change the colour having driven all the way to Norfolk to see some of the VP cars and insist on the change. I was told that was ok, spec was locked in and was scheduled for the first batch June delivery.

After that nothing, silence, no confirmation of spec, no order sheet with the spec set out with allocated chassis number - nothing…. Zilch.  So we are now in April, a VP car has been in the mags and on YouTube with lots of caveats and Gav saying oh we are 4-5 months on from this ! Why on earth give a Journo a car that is entering ‘production’ the month the youtube reviews went out and let them drive a outdated spec - argh. The reviews are positive but not exactly euphoric, there are no full tests, one journalist saying how his drive back in a 911 put the Emira in context showing its weaknesses. How difficult is it to run a press launch with final spec cars to quality Journalists? The V6 sound seems to have been dialled way down from the Evora so I hope they will turn it back up a bit as it was a bit puny- there was nothing wrong with the evora. I saw one post this week about a very recent factory tour where engineers on the production line were overheard talking about experimenting with different adhesives and this is meant to be in production….

So, today, on the faint premise that (if they find my phone number) I am going to be asked for the best part of £80k in the next month or so, I phoned my excellent Lotus dealer, to see if he knew more than I had gleaned. Very sadly he knew absolutely nothing about orders or where the car was in development or production. Lotus with their new factory direct model (in principle its OK) seem to have cut off virtually all communication with the dealerships until the point where they notify them a car is being delivered. I don’t think its unfair to say he was very uncomfortable with this, but the dealers now appear to be completely neutered - this is neither smart when you have customers with 20-30 year relationships nor actually like the agency model works with other brands.

So today I phoned Customer support who were as usual welcoming and polite and after a minute or so they found my order. Now I think you probably know what is coming next….  ‘Oh you should have been called with your delivery slot’ after I stopped laughing I was then told that mine was a July delivery. Well its a messed up world so whilst it would be nice to have had it for June I assumed that supply delays were pushing production back, but no I was assured production is on schedule mine has just been put back to July. I was in the first 20 UK deposits I believe, so I asked why this was -  they did not know, but would investigate and I have had an email to that effect.

I would like to be clear about a few points . I am a lotus person through and through and have owned a number since my first S4 SE Elan, I love the brand, fully understand why they need to do SUV’s etc and will defend the brand to my core. The dealers are a real asset not to be discarded and can be used better under the new model. I can safely say that if my dealer moved to Mclaren, Porsche et al he would pull a lot of customers so Lotus please start talking to your dealers.

Customer services are always charming to speak to and are doing their very best but they have not had clear consistent instruction, a clear schedule to work to, nor the tools to generate the paperwork needed - its not their fault. Having spoken to them today they are getting this sort of dissatisfied response every single day right now - I feel very sorry for them. It would be easy to say change the PR manger, Change the customer support manager, but having spoken with a very senior person in Lotus, they to were in the dark regarding final specs on the cars, so clearly the issues are further up, perhaps not even in the UK.

I hope above all things that the car is great and the quality is good enough to threaten Porsche, albeit there is a hill to climb. Lotus has so many brilliant engineers and people and has had a lot of investment but I cant help thinking the verdict is still out. One thing that would be very positive would be for Matt WIndle to come on social media and send an email to all deposit holders and just give a full update, say what is happening on Comms, if production is on track and how they are ensuring quality etc. I am sure most on this Forum really want this car to be a great success and to be confident in spending our money but it really needs to clear definitive communication at this point. 

[jep]

A very interesting read. Thanks for a well written, thoughtful post.

I remember MJK saying once that GM money killed Lotus with kindness...... hopefully this is growing pains but your post highlights a worry. 

Your solution regarding a direct communication from the CEO is a wise thought. 

Justin 

 

[Beady]

24 minutes ago, Woodman said:

I am one of a few that I know who are going a little luke warm on their orders.

+1

give us something, photos, anything.

[TomE]

As I said on your Facebook post, Lotus acknowledge the customer experience has been below par but have no interest in improving it.

I’ve made my views known on this, including direct to Matt.  It’s not going to change. 

I’ll enjoy the car and have a great (but now disillusioned) dealer … sorry agent.  Sad to see people cancelling deposits this week because they’re fed up with the broken promises. 

[Bibs]

Any updates @Woodman?

[exeterjeep]

Having had a chat to my local dealer, they do not know much about the final sales/delivery process. One of their issues is how to deal with any p/ex cars that perhaps do not agree to the condition/mileage etc. Apparently BCA are dealing with the p/ex valuations.

[James DG]

An email from Lotus dropped into my inbox literally as I was reading this thread. I was scheduled for a June delivery but...

"As you’ll be aware from our previous communication, your new Emira specification is now fixed in our production system and scheduled to be completed in June 2022. Therefore, we are pleased to inform you that your new Emira will be ready for handover in July 2022. Ahead of this, we will be in contact to arrange the delivery and handover with you. We appreciate this is later than originally predicted, so please accept our sincere apologies for the slight delay.
In the coming weeks we will be providing more information regarding financial services, trade-in and insurance products that you may be interested in for your new Emira. Following that, a couple of weeks before handover we will be in touch to complete the checkout process. We know you have been waiting and are excited to receive your new Emira but please be assured that it will be everything you’d expect and more from a Lotus car."

Not particularly bothered (or surprised) unless it's a slippery slope.

[mdavies]

On 08/04/2022 at 22:25, TomE said:

As I said on your Facebook post, Lotus acknowledge the customer experience has been below par but have no interest in improving it.

I’ve made my views known on this, including direct to Matt.  It’s not going to change. 

A situation that's hard to come to terms with for long term customers of the "old Lotus" - although "customers" is a wholly inadequate term for their previous involvements with the cars, and with the people.  I can only guess at how UK management, staff and the "Agent" network feel.

Today, compounding and enlarging the situation, we have the announcement that:

".....ongoing transformation of the Lotus global retail network continues apace..." 

“……. roll-out of sculptural and artistic new retail environment continues……”

So "retail" is still the term!  Pretending nothing much has changed?! (Perhaps we still say "retail" because a word can mean whatever we want it to mean - get with the new scene!)

I'm seeing the priorities of Geely as clearly aiming to cultivate an unquestioning "worship of the brand", whatever the - tightly specified and enforced - nature of its interactions with its ......... What, "Customers"? "Followers"? "Users"? "Punters"? Believers?  I don't know. Perhaps Elon Musk could help.

Equally I suspect that Geely will apply those same principles regarding its Lotus products - "you take what you get - and you like it". I'm severely tempted to repeat a sentence from a published interview that quoted Matt W - but having said it's now behind me, I won't.

But I've decided not to "like it", so cancelled my order for a First Edition Emira.  Still hoping for a Basic model that I can like.

 

[mdavies]

As my post above is still the most recent here, I'll add another comment. The words “...complete the checkout process...”  in the emails now being sent out by Lotus fit my view as expressed above just too well to ignore.

As MJON has said in the "Delayed delivery thread": "like something from Amazon".

 

[Woodman]

On 13/04/2022 at 08:30, Bibs said:

Any updates @Woodman?

I had a call from someone who is Lotus through and through at the factory. Clearly lots of feedback has happened on comms and a new person has been employed and more will be coming soon, but I am not sure customer comms is near the top of the list for those in charge. Also sound like June is now July.

[Woodman]

On 13/04/2022 at 08:30, Bibs said:

Any updates @Woodman?

Had an email from Lotus today. Despite putting down a very early dealer deposit and checking as soon as the car was announced that the dealer deposits would be taken in strict time order, it appears that this wasnt done so my build was July and as per the emails coming out over the last few days, there is a further month delay, so I no believe I am now probably an August build (assuming they dont shut down ) and maybe that would mean a September delivery……… I hope they can build the car better than they are handling customers!

[CORKDSP]

My dealer has been great but has lack of info from Lotus.    Asked me to come in last week and configure my FE order.  I asked him if they still have the color samples as I am having some trouble nailing down the color I want.  Sadly they have no paint samples or pictures of colors only online configurator. 

My wife pulled the plug said this car is not ready for prime time or our hard earned $$.  I let them keep my deposit maybe by the time Base V6 cars are ready to order we will have more meaningful information to make buying decisions.  Wife wants me to get a 992 911S Manual instead... hard for me to argue with that except finding one is impossible and I really wanted the Lotus.

Enough people back out maybe Lotus will share some photos of cars with FE colors

[exeterjeep]

22 minutes ago, CORKDSP said:

I asked him if they still have the color samples

I thought all dealers had to have the 6 dish sized samples, I know Hendy has.

But that is not be enough to give you true feel of the car in a finished colour.

[MJON]

1 hour ago, CORKDSP said:

My dealer has been great but has lack of info from Lotus. My wife pulled the plug said this car is not ready for prime time or our hard earned $$. Wants me to get a 992 911S Manual instead... hard for me to argue with that except finding one is impossible and I really wanted the Lotus.

Have to agree, don’t think Hethel is in tune with customers or their dealers at this point, which is a shame as I’m sure the car will be great but I would really like to feel there is a proactive dealer engagement. A little concerned as to how any faults are handled between dealer and Lotus? Re 992S in manual, pretty rare. Had a early 991S with seven speed manual, worst gear shift ever experienced, although do believe they have improved it? It’s a great car but considerably more $$ than the Emira.

[Kebob]

5 hours ago, CORKDSP said:

My dealer has been great but has lack of info from Lotus.    Asked me to come in last week and configure my FE order.  I asked him if they still have the color samples as I am having some trouble nailing down the color I want.  Sadly they have no paint samples or pictures of colors only online configurator. 

My wife pulled the plug said this car is not ready for prime time or our hard earned $$.  I let them keep my deposit maybe by the time Base V6 cars are ready to order we will have more meaningful information to make buying decisions.  Wife wants me to get a 992 911S Manual instead... hard for me to argue with that except finding one is impossible and I really wanted the Lotus.

Enough people back out maybe Lotus will share some photos of cars with FE colors

Your wife sounds great - is she single?

[C8RKH]

Said it several months ago, Lotus 2.0 is and will be a completely different beast to the "old" Lotus. 

Lotus to me represents a club. People who love to drive their cars. Not dangle the keys at the bar for all to see. Enthusiastic owners who band together and keep the cars going, loving the brand, the history, etc. Dealers who genuinely were passionate for the Brand, the cars, the owners.

It's all gone a bit sterile to be honest  it's all corporate. You may as well be buying a Porsche or countless many other samey brands 

I made a decision early on to not get an Emira. Frankly, on listening to feedback I'm not so sure I'll be getting a later one either. I'm not feeling the love, nor the connection, with Lotus 2.0 and it has nothing to do with SUVs or batteries. It just feels like they've lost their soul. 

The new slogan should be "for the establishment", it might be about drivers, but not the owners.

Anyone any idea how BCA are qualified to handle the Lotus pex valuations?  I'm going to start following their website as I suspect some bargains will be there to have 

[Evotion]

Frustrating as this all is for all of us, as mentioned on another thread, I am confident Lotus are doing every single thing that they can do to get the cars out to us. They won't want a delay as much as we do. 

For us, it is a passion to own the car. For them, it does have to be business first.

I agree Lotus 2.0 is shaping up to be a much different beast than before.  This may well have more negatives than positives from an ownership and relationship stand but we will get an excellent car. 

A reminder than Tom and I saw huge efforts and money being spent at the factory. No way my deposit is going anywhere though have moved the other deposit now anyway.

I understand it is tough to keep the faith. I still believe one cannot actually lose out and not getting an Emira will leave many people with regret.

[C8RKH]

I think you've missed the point @Evotion. I don't think anyone doubts the Emira will be a great car, but you personally cannot lament the passing of something you weren't a part of, at that time.

Yes, Lotus are spending mucho dollars on impressive facilities. Yes, they are building a great car. But the "soul" of Lotus appears to be fading. Previous owners have been loyal through thick and thin, but now Lotus seems to chase the wonga above all else, ditching loyal dealers and disconnecting with loyal customers 

I Personally love Lotus, but am feeling increasingly disconnected. Nothing tangible. All about emotion To me Lotus is going the way of brands like Maserati, becoming a "brand" first and foremost. I get it. Many will buy, but some will wander off from the new "model" in the broadest sense of the word.

[Del Lardo]

You mean they are trying to be profitable so the company can continue to exist. 

[Eagle7]

That's pretty much what Matt said in the interview with TG "If you want sports cars, we have to make money".  He's absolutely right.

[MJON]

Unfortunately long term loyalty to Lotus was just not demonstrated through the sale of new cars. I get the need for change and I’m sure they will sell all their models well. I really want to feel a quality customer support, not sure that has ever been a Lotus “Hethel” strong point?

 

[CocoPops]

I posted on the Facebook group to this effect...
As a long time Lotus owner (4th lotus, but 6 Hethel made cars) I am rolling with the "meh, it's Lotus" approach, but it really is piss poor quite frankly.

It HAS to change.

I placed a £2k deposit, like many others, on the morning after the global launch (preGoodwood) and yet I've had 2 emails and maybe 2 phone calls in that time. The silence is deafening!

[C8RKH]

11 hours ago, Del Lardo said:

You mean they are trying to be profitable so the company can continue to exist. 

No. A crass response to be honest from you 

I have no issue with Lotus striving for, or attaining, profitability. We all want to see Lotus succeed. @MJON as I said it is NOT about the shift to SUVs to drive profits. We get the practicalities.

However, their approach is moving to quite a cold, push, experience. To me, that means they are losing some of the personal connection and what I am driving at is that at a time when brands are bending over backwards to drive a closer relationship, a feeling of connection, a fulfilling customer experience, Lotus seems to be going to a more transactional approach. Ferrari, Aston, Jaguar, Porsche etc are all leaning heavily on their history. Their legacies (including older cars). All to create a warmth and loyalty attachment for their customers. What does Lotus know that these brands do not?

There are plenty of very profitable companies out there who major on a close coupled customer experience. It's their USP that attracts customers and encourages loyalty which often allows them, ironically, to charge a small premium to protect their bottom line. It build "credits" with the customers who will be more understanding/forgiving during difficult times/situations 

A cold relationship moves it to a transactional relationship which reduces loyalty as customers do not have the same depth of connection, so a lower tolerance threshold and a higher propensity to switch brands as the purchasing decision is more cold, more transactional.

It's not as simple as your curt response suggested, in my point of view.

 

[Evotion]

They are both points worth discussing.

Brand Image vs Profitability. This is always a balancing act.

Where @Del Lardo is likely correct is that Lotus has currently moved towards a primary goal of business longevity whilst leveraging the pre-existing brand and goodwill.

This means that, and where you are right, the brand image and personality has taken a bit of a hit in pursuit of sustainability.

All new to the brand owners like myself have an 'understanding' approach BUT we will all concede that we would have loved to have the old ways back, to an extent, and certainly an improvement in comms and support, which, of course, lends a better personal touch and connection to the public.

However, it is now how it is. This the way forward for them. With the move to EV, the direct approach makes most sense to me, the brand has already changed. That ship has sailed. If they can now spend some budget and resources on personal comms we will all be a lot happier. Lotus will be aware of this. How they achieve it is the tough part.

 

[C8RKH]

@EvotionI fear the one legacy attribute that Lotus does carry over from the past will be poor execution around customer. I do though hope that I am wrong