GolfGTIforum.co.uk
Model specific boards => Golf mk7 => Topic started by: jrc193 on 13 September 2013, 16:28
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Conscious of the many unhappy souls on this forum I thought it might introduce a more positive note if I mention my own experience. I ordered on the 22/05 a GTI 5door,PP, DSG, park assist in CSG. The car was built in the week estimated ( BW28) and arrived at the dealer's premises in London on the 8/08 . I collected on the 2/9 as I wanted a 63 plate.The collection experience as the dealer's showroom was first class , in that amongst other things I was taken through the PDI list and the head of sales took me through the car's systems and explained various features. The whole experience felt special and the salesman seemed to get almost as much pleasure as I did in inspecting the car and discussing its many virtues. I am not usually in the habit of recommending dealers , however given the substantial discount I received , the flawless service from the date I ordered through to collection I have no hesitation in recommending this particular dealer, despite the fact that I had to travel to London to collect ( delivery was available but I preferred to collect personally).I do not know what the forum policy is on recommending particular dealers ,however if anyone wants details of the dealer please feel free to contact me
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Yes that makes me feel better, knowing that you ordered a month after me and have it arrive at the dealer over a month ago while mine isn't even built yet.
Thanks for helping :sad:
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"How to make friends and influence people" springs to mind...
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Nice to hear a positive review of a dealer. I also received a really good service although wasn't taken through all the ins and outs of the car as you were. It just goes to show there are some good dealers out there but they're few and far between
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My dealer particularly the salesman involved was fantastic throughout. Warned me when I ordered the delivery date was most likely going to be *very* flexible.
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Are you a VW plant?! :laugh:
Good to hear you had a great experience. Given that you ordered 6 weeks after me this is said through gritted teeth however! Only joking, hope you're enjoying your car - get some pics up!
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I'd love to put some pics up but without input from my grandchildren I've no idea how to go about it. I'll try to beard them this coming weekend. Incidentally, it was never my intention to offend anyone I simply felt that people should know that not all VW dealers are tarred with the same brush. I ,personally, decided not to use my local dealer as there was no attempt to meet me part way on matching some of the alternative quotes I had received so I took the plunge with a dealer I didn't know from Adam.
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I'm sure any sane person can't be upset with you - you didn't cause the delays! Yeah see if you can coax them into helping you out with the pics!!
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How do you put pics up? :smiley:
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How do you put pics up? :smiley:
Easiest way is to set up an account with photobucket. It's completely free. Just upload and save your photos into it then for each photo click on the IMG link, copy the link and paste it in your message :smiley:
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First class service from my dealer too.
Kept me updated (before the tracker updated) and provided an excellent handover experience, not a single call to VWUK required.
Very happy customer.
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still doesn't get away from the fact that the vw brand has woeful customer service. two positive reviews won't even scratch the surface unfortunately.
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still doesn't get away from the fact that the vw brand has woeful customer service. two positive reviews won't even scratch the surface unfortunately.
You got to remember that not everyone who orders a GTI/GTD is on this forum so although there are quite a few disgruntled people on here (and understandably so) there will be a number of others who have quietly ordered and received their cars by now. Hell, I've seen two others already out my neck of the woods
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I agree Craig but if using just the people on here as examples the customer service is still shocking.
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People do use this forum to vent their impatience though.
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I agree Craig but if using just the people on here as examples the customer service is still shocking.
No, I do agree with you pal. Clearly it has not been very good from the feedback on here but the problem is we don't know what % of the customers we represent
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People do use this forum to vent their impatience though.
Not impatience, I would say frustration at being lied to. I think everyone on here knew they would have to wait at least 16 weeks, if not 20.
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And if you bought a mk 6 from launch you knew it would be anything from 16 to 35 weeks.
Broker orders seemed to have the longest delays overall, don't know if this is still the case or not.
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And if you bought a mk 6 from launch you knew it would be anything from 16 to 35 weeks.
Did you? I didnt....
With the mk6 I was quoted 10 to 12 weeks from the dealer. It took 7 months.......
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And if you bought a mk 6 from launch you knew it would be anything from 16 to 35 weeks.
Really? I know there were issues but mine took 16 weeks. I was one of the lucky ones. However, even after that monumental f7ck up of a launch based on the horror stories eg. Snoopy you would have thought they would have dealt with this launch a little better and learnt their lesson.
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Conscious of the many unhappy souls on this forum I thought it might introduce a more positive note if I mention my own experience. I ordered on the 22/05 a GTI 5door,PP, DSG, park assist in CSG. The car was built in the week estimated ( BW28) and arrived at the dealer's premises in London on the 8/08 . I collected on the 2/9 as I wanted a 63 plate.The collection experience as the dealer's showroom was first class , in that amongst other things I was taken through the PDI list and the head of sales took me through the car's systems and explained various features. The whole experience felt special and the salesman seemed to get almost as much pleasure as I did in inspecting the car and discussing its many virtues. I am not usually in the habit of recommending dealers , however given the substantial discount I received , the flawless service from the date I ordered through to collection I have no hesitation in recommending this particular dealer, despite the fact that I had to travel to London to collect ( delivery was available but I preferred to collect personally).I do not know what the forum policy is on recommending particular dealers ,however if anyone wants details of the dealer please feel free to contact me
It's fine to post details of dealers, which one have you enjoyed good service from?
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There are a few issues here:
The first is about the Dealer performance, I don't think anyone can complain about learning how well a particular dealer has performed, I think we definitely need to spread the word when we have good or bad experiences. Personally I don't really have a problem with my dealer (Robinsons in Stamford) they always return my calls and have done a fair bit of work trying to get my courtesy car, Yes I would like to be their number 1 priority but common sense dictates that this isn't possible as they are busy people.
Secondly we have to talk about the performance of VWUK, again good and bad experiences are appreciated as we can use examples to try and help things along, Personally it has been very hit and miss for me, some people I speak to couldn't give a cr4p and others are very concerned about your situation and ring back to make sure things are going OK (The arrival of my courtesy car is the only real reason I have been speaking to VW, It seems that VWUK are intent on not providing the Dealer with the correct information)
Finally we have people on this site (mostly with best intentions) saying how their car didn't take long at all and you just need to be patient.
While I agree its a fair comment it really does grate. It makes you feel like you are in the post office queue and someone walks in the door and gets served straight away while all of us suckers wait.
As ever there are valid reasons why some cars are delayed and some arrive super fast, but please if you are going to tell us how wonderfully fast your car arrived you had better be prepared to accept a barrage of light hearted banter (abuse) from us waiting for 'checkout number five please'.
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My dealer rang me today to ask me how the car is, how i'm enjoying it etc - something he didn't have to do. A nice touch to say they've still got an interest in you after they've had your money (although thy do have a vested interest in trying to retain you for servicing and warranty work)
For the vast majority of issues we've all had, the blame lies with VW UK and not the dealership. Maybe even as a level up VW UK aren't really to blame, but are reliant on limited/poor/incorrect information from the factory. There seems a level of fear/reluctance on the dealerships part to get VW to sort their act out and stop faffing their customers about. You'd have to be brave to risk 3/4 of your profit margin potentially to challenge VW strongly (15% potential profit on the car whhich is discretionary in addition to the mandatory 5%).
DVLA have cocked up - my V5 arrived this morning and it it the keeper/non-owner version with teh red cover. I own mine, it was not financed through VW. Maybe it was applied for by the dealership on the assumption I was taking finance. A very minor issue - i'll get DVLA to correct it next week.
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I've said it already, but as much as I love the mk7, I am in no way prepared to wait over half a year for a new car. If they had been very apologetic about the whole thing, offering some kind of token freebie like some servicing or extended warranty, I would tell people that I was treated well and thank them before heading off to buy something else.
However, the general consensus seems to be that VW don't give a flying Banana about customer service for the most part. That's why even though I'm currently in negotiations to buy an Ex Demo GTD, I'm also looking at A3's and may even go to the BMW garage just to have a nosey *Dodges rotten fruit* :tongue:
I have alot of respect for the guys on here who are being super patient waiting 6+ months for their car. I couldn't do it, which is why I'm not trying to. I'm sure when the wait is over though it will be super sweet to sit in that cockpit.
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I suspect my good fortune is down to the fact that the dealer I finished up using ( after contacting many dealers around the UK) is that a) they are large and handle large numbers of sales which no doubt gives them larger allocations than the smaller dealers and b) I ordered a GTI and not a GTD ,the latter seemingly prone to delays.
I sympathise with your analogy and should have been a bit more diplomatic in my attempt to share my good fortune with others by offering to direct them to the dealer I used.
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I have had the same experience as Monkeyhanger.
Plenty of attention from my dealer (Martins VW in Camberley) and follow up text,call and e-mail.
I have not had the misfortune some have had of delays in delivery so no reason to keep me sweet other than customer care and professional courtesy.
I very much look forward to dealing with them again should the need arise.
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I have not had the misfortune some have had of delays in delivery so no reason to keep me sweet other than customer care and professional courtesy.
They want a good review on the survey they are going to send you nothing more nothing less... its purely mercenary. I think it is extremely rare that you ever meet a business who cares about you, a stranger, and wants to be nice to you with no personal benefit... I'm not sure I've ever encountered that its that rare. They are a business not a charity.
I was called by my dealer the day after cancelling to enquire was I happy with the "handover of my new car". Obviously they had an admin error where the ending of my case triggered the call without the person calling knowing the exact circumstances. The instant I explained I had cancelled all pretense was dropped and they ended the call asap (voice speaking much faster "oh thats a shame, sorry you cancelled good bye then" phone goes dead). They couldn't get more money from me so they no longer gave a damn.
This is just how the world works. :undecided:
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I have not had the misfortune some have had of delays in delivery so no reason to keep me sweet other than customer care and professional courtesy.
They want a good review on the survey they are going to send you nothing more nothing less... its purely mercenary. I think it is extremely rare that you ever meet a business who cares about you, a stranger, and wants to be nice to you with no personal benefit... I'm not sure I've ever encountered that its that rare. They are a business not a charity.
I was called by my dealer the day after cancelling to enquire was I happy with the "handover of my new car". Obviously they had an admin error where the ending of my case triggered the call without the person calling knowing the exact circumstances. The instant I explained I had cancelled all pretense was dropped and they ended the call asap (voice speaking much faster "oh thats a shame, sorry you cancelled good bye then" phone goes dead). They couldn't get more money from me so they no longer gave a damn.
This is just how the world works. :undecided:
Must say that's a bit all encompassing and slightly cynical.
I'm sure some sales people do it because they want to and even partly do it to give the customer what they want.
I do not believe they are all 100% hard nosed and numbers driven.
It takes allsorts.
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I have to agree with Billy Bear. Now days people who go out of their way to help other people are the minority. Especially in trades involving commission. I never trust anyone trying to sell me something, so I always read everything written down. Paperwork isn't going to screw you over to make an extra quid. A person probably will.
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I'm sorry I didn't mean to give the impression that sales people are being bad and I'm not saying they are hard nosed or whatever. Its their job and they probably get a buzz out of having a satisfied customer... but they did it because they are paid to do it.
As you know businesses are trying to sell you stuff. Even when they are trying to make you happy they are doing this because they think this will make it easier to sell you stuff. It is extremely rare that any business will go out of their way to do something to make you happy with no prospect for some kind of profit, why would they?
When they call you which they "don't have to do" they want you to think afterwards, oh that was nice of them to do that. That is why they did it. This is just like advertising, people get taken in by it. When a business does something nice like this for me I am happy they have done so but I have no illusions about why they have done it. I don't think it is being cynical to recognise selling tactics, its being smart.
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I honestly don't think people have the time to have a 5 minute phone conversation when there isn't something in it for them to be on the phone more than the 20 seconds it needs to do the job(like in Bill's case - although they could've said "hope you enjoy your new BMW, but we hope to be of assistance if you fancy a VW in the future".
In the 40 mins I was collecting my car, the salesman's phone never stopped ringing (wasn't you mcmaddy, was it?) He answered about 6 calls (one was about my finance being settled - conformation from VW UK finance) and left another 4 or 5 to ring off.
People in general are getting more and more worked heaped upon them in all walks of life, salespeople included.
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I think they should just have made a little effort to find out why I cancelled and if they needed to improve their service or not. Seems like they are only interested in statistics that make them look good. What is the point in doing those surveys if you only give them to customers who are satisfied? The procedure is supposed to encourage dealers to give good service by rewarding satisfied customers but it seems that my dealer, probably all dealers, are abusing the process to get the cash reward without having to improve their service.
As it happens I would have responded to say it was VWUKs fault and I had no problem with the dealer (service was average say). But they'll never know that since they hung up on me!
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I honestly don't think people have the time to have a 5 minute phone conversation when there isn't something in it for them to be on the phone more than the 20 seconds it needs to do the job(like in Bill's case - although they could've said "hope you enjoy your new BMW, but we hope to be of assistance if you fancy a VW in the future".
In the 40 mins I was collecting my car, the salesman's phone never stopped ringing (wasn't you mcmaddy, was it?) He answered about 6 calls (one was about my finance being settled - conformation from VW UK finance) and left another 4 or 5 to ring off.
People in general are getting more and more worked heaped upon them in all walks of life, salespeople included.
yeah could have been me :grin:
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Quite a few different topics circulating here, so I thought I'd wade in with my own views as it's the internet!
Firstly, it makes me happy when people are courteous to me (and I reciprocate). I don't need to know their reasons, be it a future sale, Jesus, or sexual attraction :laugh:
Secondly, when I read this forum, I understand that it's a place to raise problems and gripes (which is fine), but it's impossible to judge one way or the other any statistical facts about a company's success or otherwise in dealing with its customers. I'm happy for people to get things off their chest here, and as we're all human, cock-ups or failures on the part of others conspire to ruin our day, and if raising some of the disasters improves things for others, then that's a good thing.
Finally, I don't think the thread-starter was intending to wind people up. It's just that when you come on here, you may suspect that buying a golf is going to be a disaster, and all posting this sort of topic just reminds us that the system doesn't leave everyone wanting to pick up a sawn-off shotgun.
Personally, I think that companies would do well to put effort into satisfying those whom the system has let down, even if they lose a bit of money in the short term. It's a shame when they're not geared up to convert a disaster into a triumph of brand loyalty!
In my cynical moments I wonder if the perfect car marketing strategy is to engineer faults which create situations which the customer-loyalty department then turns into life-long devotion for the brand. However,
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The nice box of chocolates for the wife was also a nice touch, I also appreciated the non rushed time my dealer spent going over all of the controls etc.
Also the fact he arranged a quick spin before it was even registered without be even asking.
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It's really interesting to read all the different takes on this topic. We all want good customer service and our cars in good time but don't want to hear about people who have experienced good service. Some how people seem to be offended as if the person is some how rubbing our noses in it.
I work in an environment which is dominated by the delivery of good customer service, we receive constant mystery shopper reports on our staff and spend huge amounts trying to get it right. The company that constantly tops customer satisfaction is John Lewis, where their staff have no time constraints (only my opinion!) when dealing with customers and will get paid no more irregardless of how many customers they serve.
There in lies the key, in any commission based business it's going to be hard to find a balance between customer service and shifting units. People will often say they want good customer service but then shop around for the best price without a care in the world for customer service.
My own experience has shown me a couple of things; 1 I have had my expectations managed from the moment I order my mk7. I ordered 24/05 and was told don't expect it before before November. It's now confirmed b/w 37 and just like most I'm not expecting it to be built before the end of next week which should see it comfortably arrive before November. 2 I had my mk6 stolen at the end of March and it took VW Insurance/Allianz 2 months to settle my claim. I went with them as I thought that the service would be good and they will collect your car from the scene of an accident and take it free of charge to one of their approved garages for repair. I could have got a cheaper policy but like I said I thought I'd get good customer service, but after my experience with them I'd probably buy on price and not on what I hope to receive in customer service.
All I'm trying to say is, no company gets customer service spot on because there are so many variables to actually delivering it. I want people to be courteous but ultimately I want people to be straight up with me. If I've got a 6 month wait then tell me that and I can make my mind up or tell me as soon as you know what's going on.
As a customer I want it all, but that just not possible. As a company VW hasn't covered themselves in glory and unfortunately we'll never know the truth about the delays and I think they need to adopt a first come first served process which would take away a lot of the frustrations.
Sorry for the long winded post.
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Thank you.
EliteBajan, that was so well said. My sentiments exactly.
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It's really interesting to read all the different takes on this topic. We all want good customer service and our cars in good time but don't want to hear about people who have experienced good service.
Could be argued that they have not received good service. They've received bad service (along with everyone else) that happens to have benefited them. VW screwed up the process so people didn't get the cars in the order that they deserved. Some benefit from this at the expense of others but I don't consider that to mean they got good service. You might say they got lucky.
I don't think you'll find anyone feels anyone else is rubbing it in but obviously its not going to make them happy is it? Nor should it. Its not jrc's fault that VW have supplied him his car ahead of people who have been waiting months longer. The irritation here is with VW.
I agree with everything you've said except the part about wanting it all. I didn't want it all, I just wanted something reasonable. VW weren't reasonable at all. If this had been a £50 purchase I'd have been annoyed. It was a £30k purchase and by that standard they were bloody awful. Really really awful. It makes me quite angry to think back on the rudeness, the lies and the indifference. None of those things were necessary. And they wanted £30k off me!?!?!
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At the end of the day we're all human, and internally wired to want whats best for us. Bill I don't understand how you went as long as you did. I couldn't even take it for a week before binning my order lol.
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Certain people on here post lots and lots and lots of negative posts.
A lot. All the time, every day.
Some positive comments now and again are like a breath of fresh air, very refreshing.
And yes, I have my car.
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Certain people on here post lots and lots and lots of negative posts.
A lot. All the time, every day.
Some positive comments now and again are like a breath of fresh air, very refreshing.
And yes, I have my car.
I honestly would have loved to see your posts should you have been in Bear or Jimble's position.
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There are a few, like Jimble, who have waited way too long.
Not too many angry posts from him or the many others who are just patiently waiting.
Most negative or angry posts on here are from the same few people.
I was lucky, got mine early, I knew I might have a very long wait, new model GTIs are ways in high demand. Nearly every post I've made on here recently has been met with a negative response, again from the same few people.
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It's really interesting to read all the different takes on this topic. We all want good customer service and our cars in good time but don't want to hear about people who have experienced good service.
Could be argued that they have not received good service. They've received bad service (along with everyone else) that happens to have benefited them. VW screwed up the process so people didn't get the cars in the order that they deserved. Some benefit from this at the expense of others but I don't consider that to mean they got good service. You might say they got lucky.
I don't think you'll find anyone feels anyone else is rubbing it in but obviously its not going to make them happy is it? Nor should it. Its not jrc's fault that VW have supplied him his car ahead of people who have been waiting months longer. The irritation here is with VW.
I agree with everything you've said except the part about wanting it all. I didn't want it all, I just wanted something reasonable. VW weren't reasonable at all. If this had been a £50 purchase I'd have been annoyed. It was a £30k purchase and by that standard they were bloody awful. Really really awful. It makes me quite angry to think back on the rudeness, the lies and the indifference. None of those things were necessary. And they wanted £30k off me!?!?!
Bill
I can understand you're frustration. Without doubt VW as a whole have been poor and experience with their insurance backs that up even further. But what is good service for me might not be good service for you. It is subjective.
That someone gets their car before someone else who ordered before them can't be seen as them receiving poor service. Yes maybe it was good fortune or the misfortune of the person who ordered first. But if I receive my car before another that wouldn't concern me! I'd be happy and whilst I feel for people left waiting unreasonably I would feel I've had good customer service.
As always I can only speak for myself, but I want it all. I want the service I want a great price and I want my car yesterday!!
You are right that when you're spending £30K plus you have a certain expectation, alas if you go on most forums whether that be cars, houses, electrical appliances or anything else you will find people who have been treated poorly. And that's from spending a fiver to hundreds of thousands.
I'm not saying that justifies how VW has treated people and obviously if I order before someone else that should mean I get my car first.
For companies like VW demand outstrips supply and they always have lots of enquiries for their products so to a degree take it for granted that people will wait. It's a bit like a night club, if you see two clubs next to each other and one has a long queue and the other no queue you tend to think the one with no queue must be rubbish. This makes me wonder as the car has just been released are there really any delays or is this all manufactured to keep interest high?
But like I said before I doubt we'll ever know what the truth is.
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Certain people on here post lots and lots and lots of negative posts.
A lot. All the time, every day.
Some positive comments now and again are like a breath of fresh air, very refreshing.
And yes, I have my car.
I totally agree with you....Lets spread some positivity
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There are a few, like Jimble, who have waited way too long.
Not too many angry posts from him or the many others who are just patiently waiting.
Most negative or angry posts on here are from the same few people.
I was lucky, got mine early, I knew I might have a very long wait, new model GTIs are ways in high demand. Nearly every post I've made on here recently has been met with a negative response, again from the same few people.
Can I suggest the reason your posts are met with a negative reply is that there's always a 'I'm all right Jack' tone to them? It's very easy to be all high & mighty when you can look out at your driveway at your new car while a lot (yes, a lot - not a few) of people have been messed around massively and faced severe delays with no communication.
My advice would be to maybe climb down off that high horse and reasses some of your comments, and then you possibly won't get such a negative response in the future.
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Thanks for the advice.
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Thanks for the advice.
It was my genuine pleasure.
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Currently re assessing all of my comments.
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Currently re assessing all of my comments.
I'm glad you've taken my advice on board. And for the record that comment actually made me :grin: so not negative at all!
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Comments re assessed.
All good, now I'll assess yours.
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There are a few, like Jimble, who have waited way too long.
Not too many angry posts from him or the many others who are just patiently waiting.
Most negative or angry posts on here are from the same few people.
I was lucky, got mine early, I knew I might have a very long wait, new model GTIs are ways in high demand. Nearly every post I've made on here recently has been met with a negative response, again from the same few people.
Can I suggest the reason your posts are met with a negative reply is that there's always a 'I'm all right Jack' tone to them? It's very easy to be all high & mighty when you can look out at your driveway at your new car while a lot (yes, a lot - not a few) of people have been messed around massively and faced severe delays with no communication.
My advice would be to maybe climb down off that high horse and reasses some of your comments, and then you possibly won't get such a negative response in the future.
So should we all be a bit more humble then and not enjoy our cars because somewhere out there are GTI less individuals?
How can you have a go at someone who is in the very position you want to be in?
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In summary.
Negative, moany, whining whinger.
One of the select 'special' group.
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Guys calm down. No one is having a go at anyone. Its VW people are annoyed with.
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I'm not annoyed with VW.
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Guys calm down. No one is having a go at anyone. Its VW people are annoyed with.
I think I'm fine thanks but surely as much as anything else this forum should be a place where we can celebrate ownership irrespective.
Feels like I need to tip toe for fear of offending.
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I need to get my post count up a bit and I'd like to keep this particular thread at the top.
:kiss:
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There are a few, like Jimble, who have waited way too long.
Not too many angry posts from him or the many others who are just patiently waiting.
Most negative or angry posts on here are from the same few people.
I was lucky, got mine early, I knew I might have a very long wait, new model GTIs are ways in high demand. Nearly every post I've made on here recently has been met with a negative response, again from the same few people.
Can I suggest the reason your posts are met with a negative reply is that there's always a 'I'm all right Jack' tone to them? It's very easy to be all high & mighty when you can look out at your driveway at your new car while a lot (yes, a lot - not a few) of people have been messed around massively and faced severe delays with no communication.
My advice would be to maybe climb down off that high horse and reasses some of your comments, and then you possibly won't get such a negative response in the future.
So should we all be a bit more humble then and not enjoy our cars because somewhere out there are GTI less individuals?
How can you have a go at someone who is in the very position you want to be in?
Learn to read my friend. Not once have I said that, let alone even insinuated it. I am querying GolfTi's comments regarding negativity on this forum due to what he perceives to be a misunderstanding of lead times and the way people moan because their cars have been delayed. If you would like to take the time to read my posts for example you will find that anyone who has received their car I personally have been ultra positive and genuinely pleased for them given we are all VW fans. In fact, as been posted by many people, the more comments and pics by those lucky enough to have their cars the better, as it keeps the rest of us going.
Maybe have a read back over the last few months worth of posts for a better understanding, and you'll see there is no one on here who is p1ssed off someone else has a car before them - we are all adults, not children.
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This is fun. Arguing on the internet about cars.
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This is fun. Arguing on the internet about cars.
I'll leave you to it.
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Never go to bed on an argument.
Apologies matchboy, we all have different opinions and yours is as good as mine.
We have the same taste in cars and both of us spend a lot of time on here.
Ceasefire?
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Never go to bed on an argument.
Apologies matchboy, we all have different opinions and yours is as good as mine.
We have the same taste in cars and both of us spend a lot of time on here.
Ceasefire?
Of course mate! Honestly, I don't want to get into any arguments either! This is a great forum and we all have the same taste in cars and it would be boring if we all agreed but that's a good thing!
It's forgotten! And I apologise too!! :smiley: