fair play to you JP - the video was well intentioned & highlighted a real issue. Given the circumstances, I think it is best to remove it as you have done. It does not excuse the abuse you have received especially the other Arnold Clark employee. I certainly won't be choosing them as a dealer to supply my car in the future now.
I can understand why the young man felt upset. Nobody likes their lack of knowledge pointed out on social media, even though the video was criticising Arnold Clarke and not him. He actually came over on the video as a really decent bloke trying his best to be helpful.
JP, I am sure you are aware the there used to be a website called "WehateArnoldClark.com", in which the Arnold Clark organisation spent much money in lawyers fees to have taken down. They said they had improved their public image and that it was totally unjustified. Well, to me, it sounds like it needs resurrecting!!! You have done the right thing, both in posting the original video, and then in taking it down. This was never meant as a personal vendetta.
You weren't to know, Jonathan. I must confess to having been slightly surprised at the 'secret filming' aspect of the video, maybe I'm old fashioned. But subsequent to that, you've handled it well. I expect all sides have learned a bit. Keep up the otherwise excellent work.
So sorry to hear about this poor young man’s predicament. I think you have done the right thing. Maybe a positive would be for you to make a video of yourself doing a full proper EV handover to a first time EV driver and offering that out there as an example of best practice? As a reference material for dealerships and their staff , I think it’d be very valuable. It’d also be good for customers to see, so they are clued up on what questions to ask if their own handover looks like it is going awry.
Totally Arnold Clark at fault .well done for taking the video down .most people picking up an EV it will be for the first time so all dealers get the correct training for your employees
Well done Mr Arnold Clark Service manager.I was going to take my MG5 for it's service at the local MG Arnold Clark dealer.I had big issues with Arnold Clark Toyota in the past when they smashed the steering rack on a RAV4.Looks like the service experience it still at the same level. I think I'll get the nice folk at Clevely mobile to do it instead..😊.
Good to see you accept the part your video played in his resignation, even though I’m of the opinion that the video was not out of order. You’re a proper gentleman, Jonathan 👍🏽 I wish that guy well and I hope his mental health improves and that he is able to get back to work soon. People being abusive to you on Facebook unfortunately doesn’t surprise me. There are too many people who are happy to abuse others from behind a screen on the internet, knowing they likely won’t be held accountable for anything they say. As for the Arnold Clark guy - I can only imagine what sort of vile messages he sent you. These massive car dealers seem to be allergic to any form of criticism, which is really stupid because that’s how you improve your service. All you pointed out was that they should ensure all their salespeople are properly trained on EVs. Why on earth you’d get worked up about I don’t understand. I don’t know why people have to be so nasty to each other. At least you’re a decent guy and have conducted yourself in a well-mannered way. Looking forward to your next video 🙂
I second that idea of making what would be the ideal handover of a newly purchased EV. One that gives sales people a starter on what their customer needs before leaving, etc. Not just paper the work. Also one for the customer, what you'll need to be aware of, know how to charge, etc.
Fair play for putting your hands up. You should have blurred out the chap. You are correct about it being Arnold Clark's fault, but human nature is to take the criticism personally We all make mistakes, owning them is key.
J P, really look forward to your Video’s your my no 1 on you tube, have to say I am so glad you took that Arnold Clark Video down, I get your point but I feel you could have resolved the issue when you met the main man at Arnold clark who then could have have spoken to the lad and you could have still made your usual great you tube packed full of ev information, Still my no 1 you did the right thing today.
@@JonathanPorterfield thanks all I can say is I really do look forward to you vids, I have a 2024 Hyundai ionic 5 SE 58kw which i had via lease loco two year deal 9k with service plan 10k total miles I believe it to be a total bargain, It was delivered to my house and I was asked to sign, No hand over what so ever car had 220 miles and 18 miles of charge and driver said I only have one key JT Hughes know key is missing and will be in touch to resolve issue, I knew nothing, “Nothing” about EVS it was like a non swimmer being kicked in to the deep end of a swimming pool, I have had 8 new cars and all handover’s have been poor, Honda, BMW, Vw, Skoda, Ford, Vauxhall, Kia weren’t to bad 60 out 100 it seems to be the norm. But the ionic 5 again love the car and the V2L is really something special, Keep up the good work JP so many interesting EVS due soon, Would never go back to fossil fuel cars, Regard David,
Well done Jon. True to your character as a thoroughly decent chap. I can see in your face how upset you are that this young man is in distress. All you did was highlight a long standing issue with many dealerships over the years where they have little knowledge of EVs and sometimes have even tried to divert prospective EV buyers towards ICE or hybrid cars. I was fortunate to get my Nissan Leaf from Barnard & Brough in Haywards Heath, West Sussex in 2016. They bucked the trend by being both knowledgeable and enthusiastic in supporting EV customers. Dealerships that don't bother to train their staff to deal with EV customers will find themselves out of business within a decade. Unfortunately in this case one of the dealership's staff has also suffered from the company's lack of commitment.
As I said on your previous video, the salesman was polite and and courteous. He was let down by the managers of Arnold Clarke. You were highlighting the failings of how, many people are not given a good handover and the lack of EV knowledge by the dealers is apparent. This is a failing within the car industry. The future is Battery Electric veicles and they need to embrace them and be able to fully explain and help people understand the differences.
That video highlighted the fact that the AC employee didn't have training and sufficient knowledge to handover the EV. Always like your EV related work JP. We all wish that chap the best for the future.
Always good to have a pause before posting critical videos and comments. There are so many possible reasons when something goes wrong. Good to get the full story. ❤
When IKEA were still doing £6 off with EV charging. I met an elderly couple trying out charging their brand new e-Golf, with Arnold Clark sticker. At 45th minute the charger stopped and I began my charging. They were confused why it only put in a few kWh. Turns out the handover process had not gone over charging at all! Thus they were not aware of the little flap covering lower parts of CCS port. 😅
I met a couple of army recruitment chaps at a services once who had the same problem. They hated their e Corsa and thought it inadequate for their role of driving across the nation to different events. They were likewise unaware of the CCS bung and we're trying to use type 2 cable only. I'd be more sympathetic but I'd you see the bung and hold a CCS cable you'd think you'd try and remove the bottom bit 🤷
Well done for pulling it down, given the reason. Just hope that AC (shark) have taken note of the video & act on the very poor quality of the handover, especially given this was a Motability customer. So maybe Motability can also look at this & decide if they actually want to have AC as a company they are associated with, or at least give them a kick up the backside to remind them of their responsibility. End of the day. The UK franchise of dealers needs to end & manufactures take control back, so this does not happen.
I’m a Motability customer myself and it’s absolutely true that even for non Motability customers that the dealerships aren’t training their staff with EVs, I’ve had my Kona EV 2021 for 3 years almost and I had to do all the research myself as the dealer knew nothing about EVs, just took payment and handed over the keys, they also tried to give me the car without the EVSE charger until I told them that it’s the only way I can charge the car, so he stole one from an Ioniq 5 sat in the lot… (I didn’t actually need it as I had a 7kw charger at home but needed it for my sisters house), much more can be done as my experience with the dealership was more trying to force me to get a petrol car rather than an EV when I strictly said I was after a specific car, the adoption of EVs especially for Motability customers is something that seriously needs to be looked at considering the dealers themselves are doing everything to turn them away from leasing them.
Hi JP it just shows you that after 12 years of evs and considering that they have to sell 22% of vehicles in electric form and younger people I would of thought would be much moor into technology and new zero emissions vehicles. Hope you're OK it does show how much more training is required by the dealerships. Kind regards always Marky
I bought a vehicle "serviced " by Arnold Clark for 104,000 miles. It cost me nearly £4000 to get the vehicle fixed and repaired from the damage done by Arnold Clarke "mechanics " It still had the original air filter fitted to the car as new! A good mechanic , a good friend of mine) was recruited to a branch of Arnold Clarke to fix 6 vehicles brought in from branches around the country that could jot be fixed. It took him 2 weeks to fix the 6 vehicles and several more. After he had fixed the backlog of vehicles, none of their "mechanics" could fix they then got rid of him. He now works for BMW.
You copped a lot of criticism in your own comments for showing his face while blurring the customer's face - it would have been nice to see you own up to that. I agree with that criticism. I'm not sure what your thought process was. Take a hidden video and "I better protect my customer's face and privacy" but the sales guy - well he doesn't deserve that same courtesy. I like your channel Jonathan but that was a very poor judgement call.
Well said JP, however companies operating in this industry must be held to account. There is an avalanche of rubbish in the media and this needs good people to balance this. Don't stop what you are doing.
You couldn't have known about the poor lad's previous mental health struggles, Jonathan - so, don't "beat yourself up" over it. The mere fact that, once you were made aware, you've had the decency and compassion to remove your video and make this heart-felt apology says a great deal about your own integrity. Good for you, fella and keep putting out your fantastic, extremely helpful EV content 👍
Your experience at handover was due to poor management and training from start to finish, and unfortunately it sounds that the wrong person has resigned. If nothing else, hopefully it has highlighted the issue to head office and they take charge of it and get the young man reinstated. Not your fault at all by the way.
Most retail businesses and I’m sure Arnold Clark are one, use many tools even those such as Mystery Shoppers to assess the staff. Where there is an issue the footage is used to highlight and rectify any training issues. I do t think this should be viewed any differently. As for Arnold Clark, it’s a poor show from their other staff. Social Media policy?
It only goes to prove, the division between legacy automakers and forever EV resellers will only increase as legacy stumble and struggle to understand the ins and outs of EVs. I understand VW are focusing back on ICE as they found EVs just to radical for them.
the lad was keen and friendly, but let down by a lack of training, it is Arnold clarke at fault, although perhaps the lad was in the wrong job in such a high demanding customer focussed role
Don't feel bad Jonathan i knew it wasn't a personal attack on the guy just the dealerships, i made a comment about Hyundai dealers all being just the same , like the sales woman who said to me " I'd never have an EV " .
Even though i was late to the world of EV's in 2019 when i bought an ex-demo Nissan Leaf from a Nissan dealer, I found it strange i knew more about EV's and even more about the Leaf itself then they did. Like you Jonathan, I don't blame the persons I interacted with but with Nissan themselves who should be training their staff up, considering Nissan who have been in the EV game well before 2019 it's not as if it's new to them. I remember the Taycan driver who made the gutter press a few years ago who was literally given the keys by Porsche and he/she had to get on with it, no wonder they had a poor experience.
I recommend that anyone who has mental health issues read Dr Chris Palmer's book 'Brain Energy' or watch a video of him on youtube. Mental health can be acutely affected by your diet which is relatively easily fixed.
Jonathan, you were absolutely right to post the Arnold Clark video. The salesman clearly had no interest in electric cars and knew little about them. These are professionals who should know the product, and this needs needs to be exposed. The fact that the car had not been properly prepared - not taxed - was shocking but typical. There is a huge turnover of staff in vehicle sales, the average duration is 90 days - just 3 months - so your salesman could be leaving for any number of reasons, not because of you. If the person has health issues, they should ask for time-off or support from their employer, and should not be providing sub-standard service to customers. Arnold Clark get paid to sell cars - they are not a charity - and they have a duty to customers. This falls short. As for the Arnold Clark employee who criticised you, YES you should make his dealership aware of this, you should post it online for us to see, and if it was obscene or abusive you should report him to the Police.
I think there comes a point where common sense must prevail about sticking cameras in peoples faces & recording them especially in a work environment. I got it if it’s for your own safety & evidence if you are feeling intimidated or threatened. We don’t know anyone’s mental state & I haven’t seen the video but what if the same thing happened with the Princess Dianna Harmless Gag on the poor nurse. They are living with the guilt & shame today & still feeling the ramifications of that. All this audit nonsense is just weird & unhealthy.
fair play to you JP - the video was well intentioned & highlighted a real issue. Given the circumstances, I think it is best to remove it as you have done. It does not excuse the abuse you have received especially the other Arnold Clark employee. I certainly won't be choosing them as a dealer to supply my car in the future now.
I can understand why the young man felt upset. Nobody likes their lack of knowledge pointed out on social media, even though the video was criticising Arnold Clarke and not him. He actually came over on the video as a really decent bloke trying his best to be helpful.
JP, I am sure you are aware the there used to be a website called "WehateArnoldClark.com", in which the Arnold Clark organisation spent much money in lawyers fees to have taken down. They said they had improved their public image and that it was totally unjustified. Well, to me, it sounds like it needs resurrecting!!! You have done the right thing, both in posting the original video, and then in taking it down. This was never meant as a personal vendetta.
You weren't to know, Jonathan. I must confess to having been slightly surprised at the 'secret filming' aspect of the video, maybe I'm old fashioned. But subsequent to that, you've handled it well. I expect all sides have learned a bit. Keep up the otherwise excellent work.
So sorry to hear about this poor young man’s predicament. I think you have done the right thing.
Maybe a positive would be for you to make a video of yourself doing a full proper EV handover to a first time EV driver and offering that out there as an example of best practice? As a reference material for dealerships and their staff , I think it’d be very valuable. It’d also be good for customers to see, so they are clued up on what questions to ask if their own handover looks like it is going awry.
@@thelaserhive3368 pretty sure JP has got a handover video somewhere. Good idea 👍
Totally Arnold Clark at fault .well done for taking the video down .most people picking up an EV it will be for the first time so all dealers get the correct training for your employees
Well done Mr Arnold Clark Service manager.I was going to take my MG5 for it's service at the local MG Arnold Clark dealer.I had big issues with Arnold Clark Toyota in the past when they smashed the steering rack on a RAV4.Looks like the service experience it still at the same level.
I think I'll get the nice folk at Clevely mobile to do it instead..😊.
Good to see you accept the part your video played in his resignation, even though I’m of the opinion that the video was not out of order. You’re a proper gentleman, Jonathan 👍🏽 I wish that guy well and I hope his mental health improves and that he is able to get back to work soon. People being abusive to you on Facebook unfortunately doesn’t surprise me. There are too many people who are happy to abuse others from behind a screen on the internet, knowing they likely won’t be held accountable for anything they say. As for the Arnold Clark guy - I can only imagine what sort of vile messages he sent you. These massive car dealers seem to be allergic to any form of criticism, which is really stupid because that’s how you improve your service. All you pointed out was that they should ensure all their salespeople are properly trained on EVs. Why on earth you’d get worked up about I don’t understand. I don’t know why people have to be so nasty to each other. At least you’re a decent guy and have conducted yourself in a well-mannered way. Looking forward to your next video 🙂
I second that idea of making what would be the ideal handover of a newly purchased EV. One that gives sales people a starter on what their customer needs before leaving, etc. Not just paper the work. Also one for the customer, what you'll need to be aware of, know how to charge, etc.
Fair play for putting your hands up.
You should have blurred out the chap.
You are correct about it being Arnold Clark's fault, but human nature is to take the criticism personally
We all make mistakes, owning them is key.
J P, really look forward to your Video’s your my no 1 on you tube, have to say I am so glad you took that Arnold Clark Video down,
I get your point but I feel you could have resolved the issue when you met the main man at Arnold clark who then could have have spoken to the lad and you could have still made your usual great you tube packed full of ev information,
Still my no 1 you did the right thing today.
Thanks David 👍
@@JonathanPorterfield thanks all I can say is I really do look forward to you vids,
I have a 2024 Hyundai ionic 5 SE 58kw which i had via lease loco two year deal 9k with service plan 10k total miles I believe it to be a total bargain,
It was delivered to my house and I was asked to sign,
No hand over what so ever car had 220 miles and 18 miles of charge and driver said I only have one key JT Hughes know key is missing and will be in touch to resolve issue,
I knew nothing, “Nothing” about EVS it was like a non swimmer being kicked in to the deep end of a swimming pool,
I have had 8 new cars and all handover’s have been poor, Honda, BMW, Vw, Skoda, Ford, Vauxhall,
Kia weren’t to bad 60 out 100 it seems to be the norm.
But the ionic 5 again love the car and the V2L is really something special,
Keep up the good work JP so many interesting EVS due soon,
Would never go back to fossil fuel cars,
Regard David,
Well done Jon. True to your character as a thoroughly decent chap. I can see in your face how upset you are that this young man is in distress. All you did was highlight a long standing issue with many dealerships over the years where they have little knowledge of EVs and sometimes have even tried to divert prospective EV buyers towards ICE or hybrid cars. I was fortunate to get my Nissan Leaf from Barnard & Brough in Haywards Heath, West Sussex in 2016. They bucked the trend by being both knowledgeable and enthusiastic in supporting EV customers.
Dealerships that don't bother to train their staff to deal with EV customers will find themselves out of business within a decade. Unfortunately in this case one of the dealership's staff has also suffered from the company's lack of commitment.
Thanks Trevor 👍 appreciate your comments.
As I said on your previous video, the salesman was polite and and courteous. He was let down by the managers of Arnold Clarke. You were highlighting the failings of how, many people are not given a good handover and the lack of EV knowledge by the dealers is apparent. This is a failing within the car industry. The future is Battery Electric veicles and they need to embrace them and be able to fully explain and help people understand the differences.
That video highlighted the fact that the AC employee didn't have training and sufficient knowledge to handover the EV. Always like your EV related work JP. We all wish that chap the best for the future.
Did not see the video but think you did the right thing well done.
You have done the right thing Jonathan. I am always very impressed by you and your ethics.
Thanks Ian, I appreciate your support 👍
Always good to have a pause before posting critical videos and comments. There are so many possible reasons when something goes wrong. Good to get the full story. ❤
When IKEA were still doing £6 off with EV charging. I met an elderly couple trying out charging their brand new e-Golf, with Arnold Clark sticker. At 45th minute the charger stopped and I began my charging. They were confused why it only put in a few kWh. Turns out the handover process had not gone over charging at all! Thus they were not aware of the little flap covering lower parts of CCS port. 😅
I met a couple of army recruitment chaps at a services once who had the same problem. They hated their e Corsa and thought it inadequate for their role of driving across the nation to different events.
They were likewise unaware of the CCS bung and we're trying to use type 2 cable only.
I'd be more sympathetic but I'd you see the bung and hold a CCS cable you'd think you'd try and remove the bottom bit 🤷
Well done for pulling it down, given the reason. Just hope that AC (shark) have taken note of the video & act on the very poor quality of the handover, especially given this was a Motability customer. So maybe Motability can also look at this & decide if they actually want to have AC as a company they are associated with, or at least give them a kick up the backside to remind them of their responsibility. End of the day. The UK franchise of dealers needs to end & manufactures take control back, so this does not happen.
I’m a Motability customer myself and it’s absolutely true that even for non Motability customers that the dealerships aren’t training their staff with EVs, I’ve had my Kona EV 2021 for 3 years almost and I had to do all the research myself as the dealer knew nothing about EVs, just took payment and handed over the keys, they also tried to give me the car without the EVSE charger until I told them that it’s the only way I can charge the car, so he stole one from an Ioniq 5 sat in the lot… (I didn’t actually need it as I had a 7kw charger at home but needed it for my sisters house), much more can be done as my experience with the dealership was more trying to force me to get a petrol car rather than an EV when I strictly said I was after a specific car, the adoption of EVs especially for Motability customers is something that seriously needs to be looked at considering the dealers themselves are doing everything to turn them away from leasing them.
Hi JP it just shows you that after 12 years of evs and considering that they have to sell 22% of vehicles in electric form and younger people I would of thought would be much moor into technology and new zero emissions vehicles. Hope you're OK it does show how much more training is required by the dealerships. Kind regards always Marky
Thanks Marky !
I would never deal with Arnold shark , especially in Inverness ...
I bought a vehicle "serviced " by Arnold Clark for 104,000 miles. It cost me nearly £4000 to get the vehicle fixed and repaired from the damage done by Arnold Clarke "mechanics "
It still had the original air filter fitted to the car as new!
A good mechanic , a good friend of mine) was recruited to a branch of Arnold Clarke to fix 6 vehicles brought in from branches around the country that could jot be fixed.
It took him 2 weeks to fix the 6 vehicles and several more.
After he had fixed the backlog of vehicles, none of their "mechanics" could fix they then got rid of him. He now works for BMW.
You copped a lot of criticism in your own comments for showing his face while blurring the customer's face - it would have been nice to see you own up to that. I agree with that criticism. I'm not sure what your thought process was. Take a hidden video and "I better protect my customer's face and privacy" but the sales guy - well he doesn't deserve that same courtesy. I like your channel Jonathan but that was a very poor judgement call.
You are a true gent and this just reinforces that.
Thanks Neil 👍
You sir are a true gentleman.
Thanks !
Well said JP, however companies operating in this industry must be held to account. There is an avalanche of rubbish in the media and this needs good people to balance this. Don't stop what you are doing.
Thanks Chris 👍
You are a true gentleman Jonathan.
Thanks Clive , appreciate your comment !
You couldn't have known about the poor lad's previous mental health struggles, Jonathan - so, don't "beat yourself up" over it.
The mere fact that, once you were made aware, you've had the decency and compassion to remove your video and make this heart-felt apology says a great deal about your own integrity.
Good for you, fella and keep putting out your fantastic, extremely helpful EV content 👍
Thank you Jonathan , appreciate your comments and thanks for watching 👍
Education for dealers would be lovely, sadly they’re often poorly informed and mistrusted.
Fair play JP, fair play.
Your experience at handover was due to poor management and training from start to finish, and unfortunately it sounds that the wrong person has resigned. If nothing else, hopefully it has highlighted the issue to head office and they take charge of it and get the young man reinstated. Not your fault at all by the way.
Most retail businesses and I’m sure Arnold Clark are one, use many tools even those such as Mystery Shoppers to assess the staff. Where there is an issue the footage is used to highlight and rectify any training issues. I do t think this should be viewed any differently.
As for Arnold Clark, it’s a poor show from their other staff. Social Media policy?
It only goes to prove, the division between legacy automakers and forever EV resellers will only increase as legacy stumble and struggle to understand the ins and outs of EVs. I understand VW are focusing back on ICE as they found EVs just to radical for them.
Fair play to you JP.
Thanks Tim
the lad was keen and friendly, but let down by a lack of training, it is Arnold clarke at fault, although perhaps the lad was in the wrong job in such a high demanding customer focussed role
Don't feel bad Jonathan i knew it wasn't a personal attack on the guy just the dealerships, i made a comment about Hyundai dealers all being just the same , like the sales woman who said to me " I'd never have an EV " .
Even though i was late to the world of EV's in 2019 when i bought an ex-demo Nissan Leaf from a Nissan dealer, I found it strange i knew more about EV's and even more about the Leaf itself then they did.
Like you Jonathan, I don't blame the persons I interacted with but with Nissan themselves who should be training their staff up, considering Nissan who have been in the EV game well before 2019 it's not as if it's new to them.
I remember the Taycan driver who made the gutter press a few years ago who was literally given the keys by Porsche and he/she had to get on with it, no wonder they had a poor experience.
I recommend that anyone who has mental health issues read Dr Chris Palmer's book 'Brain Energy' or watch a video of him on youtube. Mental health can be acutely affected by your diet which is relatively easily fixed.
You had good intentions and the handover wasn't nearly good enough so well worth highlighting. Try not to let the trolls get to you. Thanks
Why is it acceptable to secretly film someone?
Sounds like classic gaslighting to me unless he gave you proof, Jonathan.
Jonathan, you were absolutely right to post the Arnold Clark video. The salesman clearly had no interest in electric cars and knew little about them. These are professionals who should know the product, and this needs needs to be exposed.
The fact that the car had not been properly prepared - not taxed - was shocking but typical.
There is a huge turnover of staff in vehicle sales, the average duration is 90 days - just 3 months - so your salesman could be leaving for any number of reasons, not because of you.
If the person has health issues, they should ask for time-off or support from their employer, and should not be providing sub-standard service to customers. Arnold Clark get paid to sell cars - they are not a charity - and they have a duty to customers. This falls short.
As for the Arnold Clark employee who criticised you, YES you should make his dealership aware of this, you should post it online for us to see, and if it was obscene or abusive you should report him to the Police.
You put up a fair video it's not your fault
You should have blurred out his face in the original video. You were highlighting Arnold Clarkes shortcomings not the individual in question.
Even if i had blurred his face , he would have still recognised himself , and i didnt want to add to his mentally fragile state.
I think there comes a point where common sense must prevail about sticking cameras in peoples faces & recording them especially in a work environment. I got it if it’s for your own safety & evidence if you are feeling intimidated or threatened. We don’t know anyone’s mental state & I haven’t seen the video but what if the same thing happened with the Princess Dianna Harmless Gag on the poor nurse. They are living with the guilt & shame today & still feeling the ramifications of that. All this audit nonsense is just weird & unhealthy.
It was shot to highlight the failure of Arnold clarke to train their staff.