Satisfied customer

[monkeyhanger]

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.

[Bill_the_Bear]

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!

[mcmaddy]

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 

[Andy B]

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 

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,

[GolfTi]

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.

[EliteBajan]

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.

[GolfTi]

Thank you.

EliteBajan, that was so well said. My sentiments exactly.

[Bill_the_Bear]

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!?!?!

[EpicUsername]

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.

[GolfTi]

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.