What Happened To Good Customer Service?

[ar899]

Brenbo, that's shocking service. If you have other nearby options I'd look into those.

[Brenbo]

Brenbo, that's shocking service. If you have other nearby options I'd look into those.

I was just thinking the same.  I will be contacting a rival dealership in a different nearby city today to see what their service dept appointment policies are.  The other dealer is a bit more of a pain to get to, but if they don't have the ridiculous weekday first thing of morning only sit & wait times then I may have to give em a go... As my current dealership is losing the plot. 

[ar899]

If you are out of warranty, a good independent VW specialist may be worth considering. Honestjohn would be interested in your experiences and runs a 'Good garage guide' on his website.

[Brenbo]

I will give honest John's website a look as have some more ranting left in me.  Have just called rival dealer from another city nearby and they could not have been more different if they tried.  They were so helpful and got the impression the service dept contact had knowledge and experience about what she was talking about.  They also do sit and wait in weekday afternoons and when I said I may need the drainage grommet in tailgate to be looked at, she said it would be no problem and noted it down.  The difference between service depts of both dealers was night and day.  So although more awkward to get to, I have booked service with the other dealer and have cancelled original dealers service appointment.  I even felt need to tell original dealer why I cancelled but as expected they didn't care less.  So if all goes well they could be losing a sale of a new golf from me in the near future

[jv]

Well that's more like it at least! Time to name the two dealer's I think 

[Brenbo]

OK, the awkward dealer was VW Exeter (inchcape) and the other dealer which has restored my faith in there being good customer service still, is VW Plymouth. 

[ar899]

Glad you are making some headway. I've always been happy to travel a few extra miles for a better customer service - not just in cars, but other things as well.

[andy28]

OK, the awkward dealer was VW Exeter (inchcape) and the other dealer which has restored my faith in there being good customer service still, is VW Plymouth.

Glad you're getting sorted Brenbo. I did wonder if it was Inchcape as they changed their booking service to a centralised call centre a little while ago. They will still answer VW Exeter for example but they are not the guys and girls that you see when you go in. I have found that they are very much "computer says no", whereas I used to get a better service from dealing direct.

Once I'm out of warranty I will be going to an independent but I'll put up with it until then.

[bgbazz]

This might be considered a slight thread drift, but I reckon you guys are a bit spoiled for choice.

If you want real good VW customer service, slip over my way and see how it works.

eg...paid a visit to the local VW dealer (the only one), a few years ago, looking for a part for my Mk4 TDI...got told that they don't carry spares for such an old model!

eg...slipped into the same place a couple of months ago and inquired about buying a new VW Toureg. The receptionist requested my contact details and informed me that someone would get back to me in the next few days. The place was almost empty, except for the staff, but hoops need to be jumped through, so I went home and waited, and waited, and waited. As of now, I am still waiting.

Maybe that's why I have never seen a MK7 Golf, or any of the late model stuff over here. Gazillions of MK4 models, with German plates running around, but not much else.

I use an independent garage for servicing, MOT and repairs these days. The owner, who is a close friend of mine, tells me that he got fed up with them years ago and now sources spare parts from Germany.

At least you guys have some choice.

[watchdog]

Whilst not wishing to go over old ground, having previously commented on this subject, my current car is my very first VW (GTIP) having previously drove Audi for the last 20 years.  I absolutely love the GTI (apart from it recently having a new gear box after just 3000 miles) but, there's simply no comparison between Audi and VW when it comes to customer care. My findings thus far of VAG is, Audi customer care is nothing short of impeccable, and VW are on my list as the worst after 46 years of driving.

I had an Audi before my GTI and the service was mostly okay, no better than my VW dealer, but they took the pi$$ in an unforgiveable way and I never went back. So I can't agree with your broad brush assessment, nothing personal.

Fully agree with your comments Watts, its each to their own and should be based on individual findings.  Mine are based on my own findings after experiencing  Audi for 20 years and changing the car every 2 years and receiving impeccable customer care, then dealing with Inchcape Bolton VW and suffering appalling service for 5 continuous weeks whilst the car had the gearbox taken in and out 4 times and then they finally decided it needed a new gearbox.