G
Guest
·I previously posted about Shrewsbury VW's on the last forum. My initial experience with the Sales side was very positive - the Lux Car Manager is very helpful and always returns calls. However I must say the service department/after sales do have me a tad worried.
A week after I picked the Treg up, while washing it for the 2nd time, I noticed the C-Pillar trim was not fitted correctly. I tried to push it back into place, without success, so off to the dealer I went. After a review of the trim by a technician (apparently - i dont actually know this, since the car was taken away to be checked), I was informed a new piece of trim has to be ordered. So far so good.
Was introduced to the After Sales Manager (Simon), who either was far too busy to speak to me, or just wasn't interested - couldn't really tell. He said he would call me and let me know when the trim comes in to arrange the repair work. Ok, I was a little dissappointed with the lack of interest by After Sales, but hey, people have bad days.
2 weeks later, I had heard nothing. I called and spoke to Simon - after explaining who I was, what car I drive and what I was waiting for, he informed me the part had still not arrived in stock. He confirmed he would call me when it had arrived.
2 more weeks later - nothing. I called again, and this time spoke to another person in after sales - again I explained who I was, my car and what was wrong with it. After being on hold for a few minutes, I was informed the trim was in stock. I did ask when it had arrived, and guess what - it came in that day - how fortunate
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. As I needed a loaner, I then had to wait 2 weeks to get it booked in, and guess what car I was offered - a polo!!!! Apparently that is all they have - I informed them that the Lux Car Manager informed us we would have an equivalent car in case of warranty work etc, to which I received silence. Oh well, that will be ok.
So the night before the car goes in, I had to show my wife the prob, as she was taking it in and collecting it. So, I pushed the trim, and heh presto - it popped back into place. At first I felt a bit embarassed, but then thought what did the tech guy actually look at - or did he even look at the car at all. The next morning I called after sales and told them the trim had clicked back into place the night before - response: no problem, if we have the problem again, they will order a complete replacement piece of trim
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- did they actually order anything in the first place at all? Feels like I was just given good old lip service - what the customer doesn't know wont hurt him.
Not a biggy I know, but thought I'd share it.
Another issue I need to take up with them too is related to my VW assist card. After the previous threads on the old database I spoke to my Lux Car Manager - who informed me he would get straight on to it - if I didn't hear from him that means its being processed. 3 weeks on - nothing
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Oh well - I would like to give Shrewsbury VW 9/10, but due to the above little quibles, plus the fact I didn't get my Unlimited day thrown in makes me only give them 6/10
Kaine
A week after I picked the Treg up, while washing it for the 2nd time, I noticed the C-Pillar trim was not fitted correctly. I tried to push it back into place, without success, so off to the dealer I went. After a review of the trim by a technician (apparently - i dont actually know this, since the car was taken away to be checked), I was informed a new piece of trim has to be ordered. So far so good.
Was introduced to the After Sales Manager (Simon), who either was far too busy to speak to me, or just wasn't interested - couldn't really tell. He said he would call me and let me know when the trim comes in to arrange the repair work. Ok, I was a little dissappointed with the lack of interest by After Sales, but hey, people have bad days.
2 weeks later, I had heard nothing. I called and spoke to Simon - after explaining who I was, what car I drive and what I was waiting for, he informed me the part had still not arrived in stock. He confirmed he would call me when it had arrived.
2 more weeks later - nothing. I called again, and this time spoke to another person in after sales - again I explained who I was, my car and what was wrong with it. After being on hold for a few minutes, I was informed the trim was in stock. I did ask when it had arrived, and guess what - it came in that day - how fortunate
So the night before the car goes in, I had to show my wife the prob, as she was taking it in and collecting it. So, I pushed the trim, and heh presto - it popped back into place. At first I felt a bit embarassed, but then thought what did the tech guy actually look at - or did he even look at the car at all. The next morning I called after sales and told them the trim had clicked back into place the night before - response: no problem, if we have the problem again, they will order a complete replacement piece of trim
Not a biggy I know, but thought I'd share it.
Another issue I need to take up with them too is related to my VW assist card. After the previous threads on the old database I spoke to my Lux Car Manager - who informed me he would get straight on to it - if I didn't hear from him that means its being processed. 3 weeks on - nothing
Oh well - I would like to give Shrewsbury VW 9/10, but due to the above little quibles, plus the fact I didn't get my Unlimited day thrown in makes me only give them 6/10
Kaine
