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Discussion Starter · #1 ·
Just thought I'd drop a quick line for the benefit of anyone reading at Lookers in Middlesbrough. SOME USEFUL SERVICE HINTS:

1. It is against the Geneva Convention to allow a fellow human being to endure more than 30 seconds of piped music whilst reception attempts to put him/her through to service. Is it really too much to ask for the receptionist to take my number so that someone from service can get back to me?

2. When a customer turns up, on time, to drop off his car and to pick up a courtesy car, the customer will inevitably become frustrated if said courtesy car is unavailable. It is worth noting that even if said customer is slightly larger than average and evidently out of touch with his feminine side, he would still prefer to drive off in a lilac Beetle, rather than waste another 15 to 20 minutes in your showroom.

3. When a customer brings his car in to have a fault repaired, said customer will become frustrated when, in the process of repairing the original problem, workshop staff cause another. This frustration is doubled when the customer only discovers the problem (a broken rear seatbelt) whilst trying to install 2 uncooperative children and a surly wife into his car. At the very least, the customer should expect an unsolicited apology from the service department, along with an assuarance to the customer's wife that the whole episode has not been a
conspiracy to avoid a long weekend away with the in-laws.

4. The customer is acutely aware that he is no better than the owner of a clapped out Lupo, but if your company literature is designed to convince him that he will become a member of the master race by buying one ofyour luxury cars, said customer will naturally be less than impressed when he is treated the same as said clapped out Lupo driver.

Here endeth the lesson
 

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[quote name='thommo' date='May 12 2005, 08:32 AM']
Just thought I'd drop a quick line for the benefit of anyone reading at Lookers in Middlesbrough. SOME USEFUL SERVICE HINTS:

Thanks for the comments on Lookers as they are my closest dealer to service my Treg, may be I will have a re-think.!!

Like yourself I to am slightly larger than average, OK a lot larger than average!!

What did they finally give you as a courtesy car ?

Andy
 

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Discussion Starter · #4 ·
Andy,

to be fair to Lookers, they have always sorted out my problems and I wouldn't have too many worries about using them - the issues that I've mentioned are all rather small in the grand scheme of things, and they have always been pleasant, if sometimes a little inefficient, when trying to sort them.

My point was mainly that the notion of luxury car service is just that - a notion. I really don't believe that the dealers have the resources, and perhaps the inclination, to make any realistic distinction between car owners within the group. It is this false raising of expectation that, I'm sure, causes such ill-feeling for Touareg owners, and it should be so simple to sort out. WHY DOESN'T ANYONE FROM VW LISTEN!!!!!


Sorry, I'm on the verge of ranting again, but to sum up, don't worry about Lookers too much - Bob the technician knows his stuff and Sam, in service, does try to help.
 
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