GolfGTIforum.co.uk
Model specific boards => Golf mk6 => Topic started by: jaxx on 11 November 2009, 13:13
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Heres the story :
Ordered in early Auguest, got the commission number s few weeks later and given a delivery date of early November.
I called the VW Contact Center with the comm no., and they too confirmed the above details.
I followed up twice more with the Contact Center, with the latest being a few weeks ago when I was told that car was being shipped, docking early November.
Forward wind to last Monday - call my dealer - confirm that vehicle has docked, and awaiting customs cleareance (a week or so).
Today, after more pestering on a status update, I get a call from my saleslady, telling me that they made a mistake with the commission number, and that my vehicle is only landing late November - this was after months of confirming commission numbers, status, etc. Her explanation is that their logistics controller made a mistake, and the original commission number was not for my order. However the vehicle associated with the orig. comm no. has landed.
Her story was inconsitant, at first the old commission number was for a vehicle different from mine, then same spec/colorr but DSG, as so on. Thing is I told her early on I would be confirming her dates with VW directly, so she couldnt fake a delay.
I called VW once again, asking them to confirm the spec / color of my original commission number.
They werent sure if they could, but would look into it.
If this matches my order, then my dealer has reallocated my car.
How can I prove that this is indeed the case (assuming the CC can give me more info), and what can i do about it ?
After waiting for 3 months, and putting down a deposit, I feel cheated. :angry:
I know its only another 3 weeks, but whos to say that this story wont change closer to the time.
If I walk away, there goes my deposit.
Any advice please ? Im f#$&*^@ peeved!
Edit to Add : Also just confirmed that the New Commission number does not match my spec either. :shocked:
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Datsun did this with me.
Turned out my car had arrived on time but was damaged in unloading.
They needed the extra time to replace and paint the drivers door.
That door was a sheet of rust after a couple of years.
Car salesmen don't have their reputation for nothing.
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Thanks Egbert.
Just confirmed that both the original commission number and the new comm. no. do not match my order.
Original is a DSG without PDC and Dynaudio, new is without PDC and Dynaudio.
Im speechless.
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I think the problem is deeper than car sales people with not enough info trying to give a coherent answer. It is more than poor customer service (and doesn't excuse it) and it involves some of us, as new car buyers. Jaxx, this is not aimed personally at you.
The car manufacturers, like many businesses, are having to operate in a different way to pre-recession times. Their production plants, procedures, suppliers, shipping agents, etc are all geared up for 1000 cars a day rolling of the line (or what ever the number is) and now it's only 100 cars a day.
In the mean time suppliers have gone bust, shipping companies have mothballed half their fleet, people have been laid off, skills and knowledge have been lost and everything got more expensive. It was all humming along happily and now it has changed. It'll come back again but just for the moment there will be more mistakes, information errors, misbuilds and disruption than anyone is used to.
Inevitably this will mean disgruntled customers who are unaware of these kinds of problems and don't care anyway. Our new cars are not a fridge, or a mobile phone, or an ipod. They are highly complex machines built from thousands of parts made by hundreds of thousands of people all over the world who have been disrupted just like those of us who have to wait an extra month or two for our shiney new car. Or more so, since we can still afford to buy a new car whilst they sit at home in the cold with no heating, no money and no prospect of that changing any time soon.
Do you seriously think businesses and individuals want to make mistakes, damage their reputations or have to tell an irksome and irate man opposite them that his new car is delayed? The answer is no. So we have to drive last years model for a few extra months - boo hoo. Suck it up or buy one from stock.
And be tolerant. The world has been through a great deal of disruption of late. It'll take some time to get close to having back the smooth running consumer monster we all so took for granted.
In my humble opinion.
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Did you get any discount on the car jaxx??
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Not taken personally mac7.
But in my personal situation, I ordered my car to Spec on the 3rd of August this year.
I ordered a manual, PDC, S/R, Dynaudio, Xenon.
Nobody bothered to check my order, until this morning (even though Ive been following up with them on an almost forthnightly basis), and only because I was expecting to take delivery this weekend.
This week they 'received' a DSG, S/R, RCD510, Xenon.
In 3 weeks time I can have a car, but without PDC and Dynaudio.
Why should consumers accept this type of service? If anything, during tough times, businesses should look to improving service to retain customers.
Im sorry, but I wont be surprised if dealers that cannot get the fundamentals of their business right go bust, and it wont be the fault of the recession.
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Did you get any discount on the car jaxx??
Hey,
Yes I did - just under 5%.
But the sad thing is I had another dealer down the road from my office willing to match that offer, with the same lead times.
Just called him - he ordered my spec in any case (back in August when I was enquiring), and delivered it two weeks ago :cry:
The only reason I went with my current saleslady was that she offered me the discount 1st, and I felt like I owed it to her to give her the business (even though she is based 50kms from my office, and out of my way). Never again.
I know there are bigger issues in life, but the dissapointment still hurts.
:cry: :cry: :cry: :cry: :cry:
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You may find the dealer is trying to cover a mistake at there end and they missed off something from your order. Or VW made a build error so the dealer is trying to cover it up. Or somethings happened in transit and they don't want you to have that damaged car.
IMO If i was you i would think myself luckie that ordering in August your actually going to get a car this year. Most other August orders have been delayed till next years build weeks.
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You may find the dealer is trying to cover a mistake at there end and they missed off something from your order. Or VW made a build error so the dealer is trying to cover it up. Or somethings happened in transit and they don't want you to have that damaged car.
IMO If i was you i would think myself luckie that ordering in August your actually going to get a car this year. Most other August orders have been delayed till next years build weeks.
If I could have the car that I ordered before the end of the year, I wouldnt be making such a fuss.
I now either have to accept whatever spec they can offer me, or start afresh which means another 3-4 month wait.
I just know that if I take the one without PDC and Dynaudio, Ill regret it a few months down the line.
I dont buy cars very often ( my last was a GTI in 2001), so this is a big deal for me.
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Sorry i took it from
"Today, after more pestering on a status update, I get a call from my saleslady, telling me that they made a mistake with the commission number, and that my vehicle is only landing late November"
That this one was going to be your spec, I misunderstood the link between the two posts.
Build errors do happen all the time and i think this is maybe whats happened. Not thats any help but i do understand were your coming from. But i think you maybe reading more into it than there is. I think She has either a)made a mistake ordering it (often happens). b)VW has made a build error (often happens.)
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Sorry i took it from
"Today, after more pestering on a status update, I get a call from my saleslady, telling me that they made a mistake with the commission number, and that my vehicle is only landing late November"
That this one was going to be your spec, I misunderstood the link between the two posts.
Build errors do happen all the time and i think this is maybe whats happened. Not thats any help but i do understand were your coming from. But i think you maybe reading more into it than there is. I think She has either a)made a mistake ordering it (often happens). b)VW has made a build error (often happens.)
No worries - Ive edited the post to clarify.
Thanks for the feedback in any case.
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The best thing you can do is ask for an appointment with the sales manager. Take in your original order form with your spec on, ask for them to confirm the spec with the back room guys n gals (as they are the ones who inpout the order, get the comm number and track the build progress). The sales men/ladies are just a contact, they know bugger all between writing the order form and the car arriving. At least you can attempt an audit trail to establish whether the original comm number was against your order or a genuine error. You need to establish your 'new' comm number for the spec you ordered, not one similar but exact.
I know its no consoluation but a lot of August order that were week 44-48 build seem to have slipped back. Whether this is because of demand, capacity or just availability of engines or other parts no-one knows, we just like to speculate !!
I bet your order form doesnt have a delivery date on it ? A nice get out for the dealer.
Hold out for what you ordered, if theyd offered you a close spec on a short lead time when you ordered then thats one thing, but offering something at this late stage is just bad ettiquate.
If my lowly TDI order moves from BW48 now i'll be miffed, and ive suggested i'll go elsewhere, but it means buying a used/demo car or waiting it out again.
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Did you get any discount on the car jaxx??
Hey,
Yes I did - just under 5%.
But the sad thing is I had another dealer down the road from my office willing to match that offer, with the same lead times.
Just called him - he ordered my spec in any case (back in August when I was enquiring), and delivered it two weeks ago :cry:
The only reason I went with my current saleslady was that she offered me the discount 1st, and I felt like I owed it to her to give her the business (even though she is based 50kms from my office, and out of my way). Never again.
I know there are bigger issues in life, but the dissapointment still hurts.
:cry: :cry: :cry: :cry: :cry:
the reason I ask is because its not unheard of for dealers to sell the car to someone else who is willing to pay full price (and maybe + some). :lipsrsealed:
they know they have your deposit and if you go elsewhere its not like your car is going to get there any quicker. Definately worth chasing this up with your dealers and if they dont satisfiy with their answers, I would take it to VW UK or Germany. :wink:
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Mate, buy a mk2, mine was in the country 19 years before i wanted it.. great service imo
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Mate, buy a mk2, mine was in the country 19 years before i wanted it.. great service imo
Ive had my mk1 19 years now and it was here 7 years earlier than i needed it, but it did take some finding :grin:
Not that this has anything to do at all or any help to the thread poster of cause. :undecided:
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If you are going back 19 years buy a 911.
QED
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It could be a mistake by the dealer on the order \ delivery (sounds like it might me).
Our Mk5 took 7 months and was bounced 4 times (even at one point we were called 1 week before delivery telling me ait would be another 3 months)!!!!!!! Threat to go somewhere else didn't bat an eyelid as they said "no problem", we've got plenty of people wanting your slot!
Basically was blatant screwing us over and passing our car over to other people (for example when you dealer offers you a car in the pipeline if you can be flexible on the spec!!!).
You get good dealers and bad ones. At the time we got hit by a the VERY bad one was a London based dealer for us via a broker who both didn't give a crap as there was such a high demand at the time. But now we have a very good dealer in north west whos beaten broker prices and 100% confirmed 1st March (especially as I'm getting hit by the VAT hike!).
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so let us in jelly cat. who's the dealer in the north west?
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Lindale?
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That's not so bad is it? :cry:
I ordered my GTI on 29 August [Carbon grey, Monza 18's, RCD510+dynaudio, ACC, winter pack, luxury pack, cruise, rear air bags] and have still only got a provisional build week. I started with a provisional of week 46 and am now at week 1, 2010!! If it takes much longer than that I may as well wait for the "10" plate to come out.
It's very frustrating but what can I do? The dealership I ordered from is a big VW/Audi operation and you would expect them to get a good allocation from VW, but it seems not. [My car actually went into their June allocation, or so I am told]
Not much I can do but be patient and wait, I am sure it will have been worth the wait when it finally arrives [Hopefully not whilst we're under a foot of snow :grin:]
Apologies if I'm being a bit forward, only joined yesterday. :smiley:
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RickS as you can see at http://www.golfgtiforum.co.uk/index.php?topic=130186.330 its happened to all us August orders.
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Do what I did. Take delivery of the car and when VW customer service calls gives you a call and asks how your experience was just give the sales lady a right good slating. That's what I did. I had a bad experience too. Milton Keynes VW garage, I can't even remember the name of the garage now. It was over a year ago.
The cheek of it was that when I took delivery of the car the sales manager asked if I could give positive feedback to VW customer service when they called. Well mr sales manager if you want positive feedback make sure the customer has a positive experience to short little tw@t of a sales person. Am I bitter? Maybe a little.
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I was told by the local dealer that the car will be 100% delivered for 1st March as it's such an early order, they added I can even have it early feb if I want. It's the first time I've bought a car via this local dealer (they normally service the current car and have been excellent so far). I told them about hastle when I bought my current GTI with the other dealer and won't go through that again, however they seem to be making the right sounds, but we'll see closer to the time I guess!
4 years back when we went got the current car via a broker, the dealer they used badly messed us about, changing delivery numerious times, at one point by an extra 2 months WITH 3 DAYS NOTICE AND I'd BOOKED THE DAY OFF WORK!!!! Dealer didn't give a crap and wasn't bothered if I cancelled the order as they advised they've got loads of peole wanting my slot. The delay was so bad, was supposed to be ready for the 55 reg 1st sept, but ended up being mid Feb 2006, I told them they could stuff the car if they didn't hold it back for a 06 reg after the messing about I went through (depreciation was on my mind). The broker was useless about pushing the order through and also wasn't bothered if I cancelled the oder too. I think it was because we went through a broker and so they didn't care.
The delay wasn't the key issue, it was the fact we kept getting lied to about delivery times over and over again (if I recall it was almost into double figures!), some points within days of the delivery date! This time around if I get messed about, I'll take my £25k add to it and get a BMW or Merc.
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Dealer didn't give a crap and wasn't bothered if I cancelled the order as they advised they've got loads of peole wanting my slot.
This is precisely my problem - Im getting the worst service I ever experienced from the dealer and saleslady (tried calling her multiple times on Saturday - never returned my call), but there is absolutely nothing I can do. Either take what they ordered (right color, but no Dyna + PDC), or go elsewhere and wait another 3 months.
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Dealer didn't give a crap and wasn't bothered if I cancelled the order as they advised they've got loads of peole wanting my slot.
This is precisely my problem - Im getting the worst service I ever experienced from the dealer and saleslady (tried calling her multiple times on Saturday - never returned my call), but there is absolutely nothing I can do. Either take what they ordered (right color, but no Dyna + PDC), or go elsewhere and wait another 3 months.
supply .... demand
Ava
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Dealer didn't give a crap and wasn't bothered if I cancelled the order as they advised they've got loads of peole wanting my slot.
This is precisely my problem - Im getting the worst service I ever experienced from the dealer and saleslady (tried calling her multiple times on Saturday - never returned my call), but there is absolutely nothing I can do. Either take what they ordered (right color, but no Dyna + PDC), or go elsewhere and wait another 3 months.
supply .... demand
Ava
Well, Ive found another - got a call from a dealer saying a deal has fell through and the car is available - Xenon, S/R & RCD, but this time Candy White.
Rushed over to the dealer this afternoon, and after some negotiating, I signed :cool:
Im paying sighly more for this one even though its the same spec (only managed a 5% discount vs 6% on the previous), but there is no way my hard earned cash is going to the previous bunch of clowns called a dealership.
I should be collecting on Wednesday, and Im happy :grin:
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Nice one dude, mind get those pics up asap :smiley:
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Dealer didn't give a crap and wasn't bothered if I cancelled the order as they advised they've got loads of peole wanting my slot.
This is precisely my problem - Im getting the worst service I ever experienced from the dealer and saleslady (tried calling her multiple times on Saturday - never returned my call), but there is absolutely nothing I can do. Either take what they ordered (right color, but no Dyna + PDC), or go elsewhere and wait another 3 months.
supply .... demand
Ava
Well, Ive found another - got a call from a dealer saying a deal has fell through and the car is available - Xenon, S/R & RCD, but this time Candy White.
Rushed over to the dealer this afternoon, and after some negotiating, I signed :cool:
Im paying sighly more for this one even though its the same spec (only managed a 5% discount vs 6% on the previous), but there is no way my hard earned cash is going to the previous bunch of clowns called a dealership.
I should be collecting on Wednesday, and Im happy :grin:
Well Done, When its all done please name and shame if you have not done so already?
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Excellent work sir! :smiley:
In the end your the one spending a huge wad of cash £24,000ish+ and expect a level of basic service.
If you get messed about, sod them, get your cash back, walk away to another dealer \ brand, if a dealer screws you about why bother staying as they'll prob might mess you again for about several more months, and also what would the after sales be like? Sod them. As Av said it's supply and demand, but go elsewhere and get better service (especially if you tell the new dealer why, they in my case seem to then do their best for you).
I wonder if the crapy sales person then need to explain to their sales manager why someone's just walked (and their a car order down - monthly vw sales target bonus....)
In my case the seriously crap dealer who screwed us about badly bopuncing our delivery date a large number of times over about 8 months when we got the mk5 was from down south ...battersea If I recall (but could be wrong as that was 4 years ago and it was via a broker, so don't quote me on that!).
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Thanks for all the support guys.
Initially it was a tough decision to walk away - I wanted the car so desparately (after 3 months of waiting, another 3 months would have been torture.)
Fotunately, my saleslady made it easy for my by not returning my calls, then following up with a snotty reply on Monday morning. Im just glad that I didnt have to give them my business.
Im in South Africa by the way, so there's no point naming the dealership. (Plus im waiting for the idiots to refund my deposit.)
Didnt collect her as yet, but here are some fone pics in the mean time :
(http://i44.photobucket.com/albums/f9/go2vish/DSC00826.jpg)
(http://i44.photobucket.com/albums/f9/go2vish/DSC00819.jpg)
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Jaxx
Congrats, looks a nice car is it cloth or leather?
Enjoy!!
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Thanks man,
Leather is standard on GTI's here.
Other standard features are the Auto lights, Anti Dazzle Rear-view mirror, Multifunction steering wheel and cruise control.
Its funny how things work out though - My previous order was a United Grey, but after spending some 'time' with the white, it has become my 1st choice :
Pictures seriously dont do this car justice, but heres another anyways :
(http://i44.photobucket.com/albums/f9/go2vish/DSC00840.jpg)
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Very nice, fella!
Ava
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Nice Car! :smiley:
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5 door too.
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Lovely motor.... 5 door looks nice too