Volkswagen Touareg Forum banner

1 - 9 of 9 Posts
G

·
Discussion Starter · #1 ·
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
. 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
- 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


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
 
G

·
Discussion Starter · #2 ·
ok, based on my experience this week I now rate Shrewsbury 9/10.

For those just reading this post and not the other threads relating to my recent troubles, and bit of background;

My Treg had a oil cooler failure 4 days ago (Sunday), and today (Wednesday) it has been returned, fixed and valeted. Communication from VW Shrewsbury (Inchcape) has been superb and speed on obtaining and fitting a new oil cooler has been excellent.

I can really say today I am a delighted customer!!!

Kaine
 

·
Senior Member
Joined
·
3,680 Posts
Kaine,

Please to hear it obviously approached by both parties in the correct manner
 

·
Registered
Joined
·
3,001 Posts
QUOTE(ScottieTreg @ Jul 6 2005, 01:20 PM)Kaine,

Please to hear it obviously approached by both parties in the correct manner

[snapback]6084[/snapback]​

Not to bad a turnaround

and thumbs up to Inchcape

Happy Tregging

Rich
 

·
Member
Joined
·
55 Posts
Inchcape, VW, Shrewsbury - regards my posting in connection with the foregoing. Our experience has not been as good as yours. However, diagnosing a problem and direct parts replacement are quite different challenges.

Thursday of this week my wife's tdi Beetle is in Inchcape, VW, Shrewsbury to have a new fuel filler release mechanism fitted. Pure parst replacement, I've told them the problem, all they need to do is fit one, if it wasn't warranty I would buyt it and fit it myself.

I think that's the crucial difference - any competent garage can replace parts, it takes experience, skill and specific knowledge to diagnose and cure problems.
 

·
Member
Joined
·
55 Posts
Beetle experience very good. Vehicle booked in for 10am ish, finished by 12noon, service staff telephoned to inform me of such. Courtesy car provided, excellent FIVE STAR service.

No praise for work on the Touareg though.
 

·
Registered
Joined
·
3,001 Posts
QUOTE(Richard Walsh @ Jul 8 2005, 08:52 PM)Beetle experience very good. Vehicle booked in for 10am ish, finished by 12noon, service staff telephoned to inform me of such. Courtesy car provided, excellent FIVE STAR service.?

No praise for work on the Touareg though.
[snapback]6218[/snapback]​

i too kthe wife's Beetle into Reg Vardy Leicester

they serviced the car,

i paid the money, he handed me the keys and the paper work and then proudly advised us we had a flat tyre, nice

and Sir Peter Vardy wonders why i had the hump with his garage when he was fixing the treg

Rich
 

·
Member
Joined
·
55 Posts
Inchcape VW, Shrewsbury - Faith Restored
Jon Mills, general manager of above, has this week made an offer to our acceptance in connection with issues we had with our V10.

He has acted promptly, and reconfirmed our confidence that his dealership is committed to supporting the product and the customer, through mistakes we all learn and in today's enviroment it is reassuring to meet with a little humility.

Well done, and again thanyou.
 
1 - 9 of 9 Posts
Top