Absolutely brilliant to deal with so far, but then when you're spending this much they should be treating me like a lord
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bootsy007
Isaac Agnew VW - Belfast
Absolutely brilliant to deal with so far, but then when you're spending this much they should be treating me like a lord
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Joined
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172 Posts
Yep - they obviously were treating me good to get the deal...
Joined
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172 Posts
I pulled up at the dealership today - got my log book and satnav disc was sent to me last week (although it is V6.1 - they want £160 for V7)
They did top up my tank to make up for the 140mile round trip so they are redeeming themselves.
They did top up my tank to make up for the 140mile round trip so they are redeeming themselves.
Joined
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172 Posts
Was back last week to get my seat sensor fitted - wasn't in stock and no one rang to tell me! They didn't want to do the door fix or look at the book hinge either but I insisted - shouldn't have bothered - the door is now back to the correct height but it is sitting out at the bottom and road noise is driving me crazy. All this after the job taking an hour longer than I told them I could wait and the service rep telling me it was because the technician was being fussy. I rang the next day and cracked up. The customer service manager has now offered to come and collect my treg and bring it back when all is sorted (it's a 140 mile round trip to Agnews and my local dealer is even worse - they can't do treg body work!) problem is the seat sensor icon back order and they want to do it all at once. I AM A VERY UNHAPPY TREG OWNER AND SHOULDN'T HAVE TO COMPLAIN LIKE THAT TO GET MY CAR THE WAY IT SHOULD BE. Agnews were happy to get my money but boy am I going to make them work for it. If I don't hear from them this week it's going to VW UK.
Joined
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172 Posts
I got everything sorted - John is the only man I will deal with - we have an understanding (he makes sure the job is done right and I don't make a fuss in the middle of the show room).
Whatever you do don't go near Donnellys in Campsie - they are totally useless and Edwin May in Coleraine left me standing in the showroom for 30min when I was looking to buy a Treg.
Whatever you do don't go near Donnellys in Campsie - they are totally useless and Edwin May in Coleraine left me standing in the showroom for 30min when I was looking to buy a Treg.
Joined
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172 Posts
So it was back to Agnews on Monday for a service and the story goes like this...
About three weeks ago I got a call from them:
Hello Mr B our records show that your Touareg is due a service as you opted for the 2 yr servicing deal when you bought it.
Funny you should call I tell her as I am just about to send an email with some photos to John. A coupe of pieces of trim are defecting and the alloys are corroding.
So I speak to John, book a date and send him the email with some pics to ensure the parts will be available when I take the car for service as its a 140 mile round trip.
A couple of days later I call John back and ask him to pull the service forward by 1 day and do it in the morning as I am going on a trip to Dublin. John asked me to hold while he checks that THE ONLY LUXURY TECH THEY HAVE is in that day and then confirms it will be fine and I will be on the road by lunch time all being well.
So the morning of the service arrives and I set off early with my wife 5 yr old and 6 week old baby arriving at Agnews for 930. We are greeted with the usual pretty face and smile who takes my details and "John" is circled on the card she is filling in. So we take a seat and get a great cup of coffee and then another while we wait for service to come and take the keys. I see John looking over and then he seems to be frantically working away at the computer - hmmmm I being to think this is a bit familiar....
Finally at 10 a rather scruffily shaven American sounding service advisor comes over (I think his name was Ray but can be certain). Anyway he tells me that he is sorry for the delay as 2 OF THEIR LUXURY TECHS HAVE CALLED IN WITH MONDAYITIS. That's a bit strange as John told me they only had 1. He takes the keys and asks me if we want a lift into town as it will be 3PM before the car is ready. I voiced my disapproval but it just fell on unconcerned ears.
Looking back we should have just sat in the show room - my 5 year old could have had great fun climbing though the Golf R and other cars on show while our 6wk old could have screamed the place down while he waited for his feeds but unfortunately I didnt have this brain wave until that evening.
So 3PM we are picked up by the driver who has the conversational skills of an amoeba and arrive back at Agnews and my Touareg is sitting in the line ready to go. However I am subsequently told that one of the pieces of trim was scratched when they opened the box so they didn't fit it! I am now finding this hard to believe and looking back I should have asked to have a look at it.
He tells me we are good to go but they were just going to wash the car - I told him not to bother as I was already late meeting friends in Dublin.
I ask what they are doing about the alloys and he tells me that is with someone else and they will contact me later and at that stage they will also let me know when the replacement trim is in. 2 days later and I am still waiting for the update.
So I asked him what they had done to the car in the last 5 hours?
Did they check every switch and knob or did they give it he "luxury" service and hover and wash it to perfection?
No because if they did they would have noticed I need a new back wiper blade. If they had mentioned it I would have said yes please change it but as they didn't bother then I'll get one somewhere else.
Oil and filter is about the height if it! And when I sprayed the washers no suds came out! It had just been filled with water diluting down the screen wash I had in there. I know that if I had been paying for the service they would have been charging me for a bottle of screen wash.
Volkswagen after sales and service are pathetic. Perhaps they should open a coffee shop instead as thats is about the only thing can do.
I am currently drafting an email to the directors of Agnews. Does anyone have an email address for any of the directors of VW UK so I can copy them in?
3/10 and that's only because they made. Ice coffee!
About three weeks ago I got a call from them:
Hello Mr B our records show that your Touareg is due a service as you opted for the 2 yr servicing deal when you bought it.
Funny you should call I tell her as I am just about to send an email with some photos to John. A coupe of pieces of trim are defecting and the alloys are corroding.
So I speak to John, book a date and send him the email with some pics to ensure the parts will be available when I take the car for service as its a 140 mile round trip.
A couple of days later I call John back and ask him to pull the service forward by 1 day and do it in the morning as I am going on a trip to Dublin. John asked me to hold while he checks that THE ONLY LUXURY TECH THEY HAVE is in that day and then confirms it will be fine and I will be on the road by lunch time all being well.
So the morning of the service arrives and I set off early with my wife 5 yr old and 6 week old baby arriving at Agnews for 930. We are greeted with the usual pretty face and smile who takes my details and "John" is circled on the card she is filling in. So we take a seat and get a great cup of coffee and then another while we wait for service to come and take the keys. I see John looking over and then he seems to be frantically working away at the computer - hmmmm I being to think this is a bit familiar....
Finally at 10 a rather scruffily shaven American sounding service advisor comes over (I think his name was Ray but can be certain). Anyway he tells me that he is sorry for the delay as 2 OF THEIR LUXURY TECHS HAVE CALLED IN WITH MONDAYITIS. That's a bit strange as John told me they only had 1. He takes the keys and asks me if we want a lift into town as it will be 3PM before the car is ready. I voiced my disapproval but it just fell on unconcerned ears.
Looking back we should have just sat in the show room - my 5 year old could have had great fun climbing though the Golf R and other cars on show while our 6wk old could have screamed the place down while he waited for his feeds but unfortunately I didnt have this brain wave until that evening.
So 3PM we are picked up by the driver who has the conversational skills of an amoeba and arrive back at Agnews and my Touareg is sitting in the line ready to go. However I am subsequently told that one of the pieces of trim was scratched when they opened the box so they didn't fit it! I am now finding this hard to believe and looking back I should have asked to have a look at it.
He tells me we are good to go but they were just going to wash the car - I told him not to bother as I was already late meeting friends in Dublin.
I ask what they are doing about the alloys and he tells me that is with someone else and they will contact me later and at that stage they will also let me know when the replacement trim is in. 2 days later and I am still waiting for the update.
So I asked him what they had done to the car in the last 5 hours?
Did they check every switch and knob or did they give it he "luxury" service and hover and wash it to perfection?
No because if they did they would have noticed I need a new back wiper blade. If they had mentioned it I would have said yes please change it but as they didn't bother then I'll get one somewhere else.
Oil and filter is about the height if it! And when I sprayed the washers no suds came out! It had just been filled with water diluting down the screen wash I had in there. I know that if I had been paying for the service they would have been charging me for a bottle of screen wash.
Volkswagen after sales and service are pathetic. Perhaps they should open a coffee shop instead as thats is about the only thing can do.
I am currently drafting an email to the directors of Agnews. Does anyone have an email address for any of the directors of VW UK so I can copy them in?
3/10 and that's only because they made. Ice coffee!
Joined
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172 Posts
Unfortunately I'm in Northern Ireland. The two nearest dealers (Donnelly VW and Edwin May VW) are a waste of time. I wouldn't give them my 5yr olds electric car to charge let alone my Treg!!
Joined
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172 Posts
Sent this to Agnews service director and copied Mr Hazelwood..
Christine,
I purchased a used 2010 Touareg Altitude last July from your dealership - GFZ4333.
I am sure your records will show that shortly after this purchase I had a few minor issues such as the vehicle not being cleaned properly prior to delivery, a fault with the seat sensor, drivers door dropped, broken boot trim and paint damage etc etc... Not really what is expected when purchasing a "luxury" vehicle which is only 18 months old!
When my vehicle was returned for the repairs to be made someone had messed up the booking and your "luxury" tech was not available so I had to make a second 140 mile round trip to have the issues resolved. Indeed I believe I may have discussed this with you on the phone at the time.
As you can see from the email trail below I recently booked my vehicle in for a service as I took out the 2 year deal at time of purchase. Due to the distance involved I contacted John Reid prior to the booking as there were a few more issues that needed to be resolved (one being a repeat repair on the boot trim!). I have to say John was great ensuring that the "luxury" tech was available at the date and time I wanted and getting me to send photos to ensure the correct parts were ordered in.
When I arrived on Monday morning (23/7) I was EVENTUALLY advised that my vehicle would not be ready until 3pm despite needing to be in Dublin by that time! I also had my wife, 5 yr old and 6 week old sons with me. John did not deal with me, instead it was a male who's name I can't remember but I am sure your records will show who it was. He advised me that there was only 1 "luxury" tech as 2 others had called in with "Monday-itis". This seemed a little strange as John said there was only 1 tech that could work on Touaregs.
Please clarify this for me.
When we returned to collect the car I was advised that the boot trim had been replaced but the replacement clip to hold up the spare wheel cover was damaged when opened. Given what I have outlined above and my previous problems I would have expected that all parts would be checked when delivered so that an alternative date could be arranged to avoid making two trips once again.
I was also told that someone had inspected the corrosion on the alloy wheels and they would be in touch with me and that service would also make contact re the wheel cover clip.
It is now four days since my car was with your company and I have not received any communication. Given that VW brand the Touareg as a "luxury" vehicle this is far from the level of service I expect.
If it was truely treated as luxury the technician would have checked every moving part, button and switch to ensure they were working properly. I know this was not done as my car requires a new rear wiper. I purposefully didn't mention this to see if it was picked up - if it had been I would have said well done, change it but as I suspected it wasn't so I will do it myself.
I am left wondering what exactly was done in this service that took 5 hours? The service advisor who's name I can't remember but can recall he had a scruffy looking beard indicated that it was basically oil and filter changes. I am baffled how this could take so long. I am also left wondering who I should take my car to next. I have open stated that my 2 local dealers (Donnellys and Edwin May) are both less than useless and there is a perception that Agnews are the best around. A perception which I no longer share, unless that it you are talking about the coffee.
Please advise me by return when the replacement spare wheel cover clip and replacement alloys will be available.
Christine,
I purchased a used 2010 Touareg Altitude last July from your dealership - GFZ4333.
I am sure your records will show that shortly after this purchase I had a few minor issues such as the vehicle not being cleaned properly prior to delivery, a fault with the seat sensor, drivers door dropped, broken boot trim and paint damage etc etc... Not really what is expected when purchasing a "luxury" vehicle which is only 18 months old!
When my vehicle was returned for the repairs to be made someone had messed up the booking and your "luxury" tech was not available so I had to make a second 140 mile round trip to have the issues resolved. Indeed I believe I may have discussed this with you on the phone at the time.
As you can see from the email trail below I recently booked my vehicle in for a service as I took out the 2 year deal at time of purchase. Due to the distance involved I contacted John Reid prior to the booking as there were a few more issues that needed to be resolved (one being a repeat repair on the boot trim!). I have to say John was great ensuring that the "luxury" tech was available at the date and time I wanted and getting me to send photos to ensure the correct parts were ordered in.
When I arrived on Monday morning (23/7) I was EVENTUALLY advised that my vehicle would not be ready until 3pm despite needing to be in Dublin by that time! I also had my wife, 5 yr old and 6 week old sons with me. John did not deal with me, instead it was a male who's name I can't remember but I am sure your records will show who it was. He advised me that there was only 1 "luxury" tech as 2 others had called in with "Monday-itis". This seemed a little strange as John said there was only 1 tech that could work on Touaregs.
Please clarify this for me.
When we returned to collect the car I was advised that the boot trim had been replaced but the replacement clip to hold up the spare wheel cover was damaged when opened. Given what I have outlined above and my previous problems I would have expected that all parts would be checked when delivered so that an alternative date could be arranged to avoid making two trips once again.
I was also told that someone had inspected the corrosion on the alloy wheels and they would be in touch with me and that service would also make contact re the wheel cover clip.
It is now four days since my car was with your company and I have not received any communication. Given that VW brand the Touareg as a "luxury" vehicle this is far from the level of service I expect.
If it was truely treated as luxury the technician would have checked every moving part, button and switch to ensure they were working properly. I know this was not done as my car requires a new rear wiper. I purposefully didn't mention this to see if it was picked up - if it had been I would have said well done, change it but as I suspected it wasn't so I will do it myself.
I am left wondering what exactly was done in this service that took 5 hours? The service advisor who's name I can't remember but can recall he had a scruffy looking beard indicated that it was basically oil and filter changes. I am baffled how this could take so long. I am also left wondering who I should take my car to next. I have open stated that my 2 local dealers (Donnellys and Edwin May) are both less than useless and there is a perception that Agnews are the best around. A perception which I no longer share, unless that it you are talking about the coffee.
Please advise me by return when the replacement spare wheel cover clip and replacement alloys will be available.
Joined
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172 Posts
Mr VW UK has assigned someone to look into this. Quite impressed with a reply from them although not from the man himself I can understand that he has assigned it to someone who telephoned me - unlike Agnews sales director who simply sent an email.b as I've said before I love my treg but. VW customer care is not existent in my experience so looks like a ML next time. I will keep you posted.
Joined
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172 Posts
So Agnews have offered to give me £250 if I send them any bill to that amount or more - (must be a tax thing??)
However upon further challenging their response it seems that no me took any photos of the alloys and they want the car for 2 days - I would say so they can refurb the wheels rather than replace them?
It's just one lie after another..
I no longer trust them to take care of my car but I have taken the 2 year service plan so it will be going to VW somewhere for the next service and then to an indie if it isn't changed.
Totally disgusted.
However upon further challenging their response it seems that no me took any photos of the alloys and they want the car for 2 days - I would say so they can refurb the wheels rather than replace them?
It's just one lie after another..
I no longer trust them to take care of my car but I have taken the 2 year service plan so it will be going to VW somewhere for the next service and then to an indie if it isn't changed.
Totally disgusted.
Joined
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172 Posts
So after copying my last email to the MD of Agnews and dealing directly with VW UK the alloys are being replaced.
Treg being collected from my home by Agnews and a courtesy Golf being left. They want it for 2 days to perform a detailed check on the vehicle as I was not satisfied with the level of service - I think they are going to have the alloys refurbed. Ur hey I don't mind as long as they are done to a high standard.
Also £250 when I send them a receipt to that or a higher value as a venture of good will.
Why didn't they just do the job right first time and not tell me a pack of lies.
The question remains - Should I let them do the service next year or should I go elsewhere? I have no faith in them but then surely they can't mess up three times in a row????
Treg being collected from my home by Agnews and a courtesy Golf being left. They want it for 2 days to perform a detailed check on the vehicle as I was not satisfied with the level of service - I think they are going to have the alloys refurbed. Ur hey I don't mind as long as they are done to a high standard.
Also £250 when I send them a receipt to that or a higher value as a venture of good will.
Why didn't they just do the job right first time and not tell me a pack of lies.
The question remains - Should I let them do the service next year or should I go elsewhere? I have no faith in them but then surely they can't mess up three times in a row????
Joined
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172 Posts
Im the other end of the country. I have an indie that does the work on my A6 and will use him if I keep the treg after the service plan ends, however at the moment I am seriously considering changing it after that to a ML. Pity the dealers over here are useless as I love my treg but for a luxury car they don't have the service I expect.
Joined
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172 Posts
OK they picked the car up this morning and left me a 1.6tdi golf with dsg box - not a treg but not the worst either.
Email this afternoon stating wheels not covered as they are scratched but they will refurb at their cost as a gesture of good will. I'm happy enough with that. The car has been inspected and it needs new wipers and will shortly need new pads which again they will do at their cost as a good will gesture total cost over £1k. All this and a £250 cheque so it has cost them badly - all because someone told me a few lies to try and save themselves a bit of bother...
Just waiting for a date for the car to be returned to me.
Email this afternoon stating wheels not covered as they are scratched but they will refurb at their cost as a gesture of good will. I'm happy enough with that. The car has been inspected and it needs new wipers and will shortly need new pads which again they will do at their cost as a good will gesture total cost over £1k. All this and a £250 cheque so it has cost them badly - all because someone told me a few lies to try and save themselves a bit of bother...
Just waiting for a date for the car to be returned to me.
Joined
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172 Posts
So treg arrived back some 2hrs 30min later than expected.
When I rang to query timing the customer service director wasnt available as she was in a meeting, when I asked for the MD by name she was suddenly able to take my call - funny that..
Wheels look lovely, nicely washed and cleaned out, new pads and a cheque for £250 for my troubles.
Still don't think I will go anywhere near them ever again though
When I rang to query timing the customer service director wasnt available as she was in a meeting, when I asked for the MD by name she was suddenly able to take my call - funny that..
Wheels look lovely, nicely washed and cleaned out, new pads and a cheque for £250 for my troubles.
Still don't think I will go anywhere near them ever again though
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