Thumbs up to Lookers VW

[Pld118]

A lot of main dealers get bad press no matter the make or model of car so this is just to compliment outstanding service from Lookers VW Preston.

Bought the car there a few weeks ago and they did a lot of pre sale preparation work on the car at my request as part of the deal.  The Salesman was personable and straightforward and the buying experience was uncomplicated.  He even went out of his way to assist with the prompt assignment of a private plate.

After sales, I noticed a noise on the gearbox, driver's door wind noise, a problem with the finish on rear seat leather trim and an over sensitive seatbelt warning device.

Nothing was too much trouble.  The service dept made immediate contact with me, booked the car in that week and offered a courtesy car.

On arrival at the at the garage, the Master Technician came over to the car and wanted to help.  He agreed with all of the issues and simply said not to worry, they would sort all at no cost to me.  I pointed out that one of the refurb'd alloys could have been a bit tidier and that was concurred with too.

Within 7 days the car was returned with a new clutch and flywheel; the driver's door realigned and the wind noise gone; the rear leather seat had been reupholstered with new leather; sound advice given re the seat belt warnings; said alloy wheel had been re-finished; and the car had been looked after whilst there, being returned with no other marks or scratches which can happen at garages.

Delighted with the car.  First class service like this ensures the buying experience doesn't turn sour and is what it should be... enjoyable!

[falconmick]

Nice to hear of positive experiences for a change, full marks to Lookers@Preston.

[Mattyj]

Awesome news

[Snoopy]

Some dealer staff do care, its just getting harder to find them.
Nice to hear of a good one.
One of the reasons I ran SEATs was I use to have a good local dealer afterservice.

[Booth11]

Good to give credit where it's due.  Nice to hear about a great service experience and let others know so they know who the good guys are.

[Pld118]

...

[Booth11]

Best part of a month at the dealers, that is shocking 

Get shot of it, get your money back and move on to something worthwhile.

[Rhyso]

WOW!!! Just like WOW!! 

[Buck]

That's ridiculous and must be quite stressful

Get your refund and get a decent one.

[Pld118]

Well, things went a little awry with this purchase for a while.  A justifiable complaint was escalated to Director level and was immediately taken seriously.

A good courtesy car was supplied and either a refund or repair offered.

The car was actually a painstakingly sourced and prepared gift.  The recipient just wanted it to be 'right'.  So, I trusted the people in receipt of the complaint, listed the concerns to them and they were fully sympathetic.

Off the car went to an alternative group dealership and - fuss free - they went to work on a host of issues. 

Yes, they had the car for a long time and the car spent a disproportionate amount of time in the garage after being bought.

Since buying the car, the selling group has replaced the noisy clutch, replaced both front seatbelt buckle inserts (to remedy undue seatbelt warning activations), replaced the timing chain and tensioner components (timing chain rattle), replaced both front window regulators (squeaking electric front windows), driver's door alignment adjusted (wind intrusion), leather seat repair, 2 x alloy wheels refurbished (including one with milk spotting), paintless dent removal (damage caused during a dealership visit) and they have properly investigated other query concerns to my satisfaction.

Additional good will has also been extended from the Lookers group to demonstrate their confidence in the car and for our peace of mind.

The car has been back just over 2 weeks now and we can't fault it.  Whilst not driving it too often myself, it does now appear to be spot on and when I do get the chance to have a shot, it's just brilliant and great fun.

A fine looking car is finally being enjoyed, with confidence in it and is now being used as originally intended.

Main dealers often get a bad press.  My experience with Lookers has been that Directors and senior managers very much care about their reputation and customer satisfaction, having gone out of their way to resolve issues, without quibble, fuss free and in exactly the way we wanted them to be resolved.

Credit when due and glad we stuck with it.  Back on track and enjoying a superb car.

Thank you Lookers