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Discussion Starter · #1 ·
Ridgeway have a new Aftersales Manager, called Richard Jory, and he seems determined to ring the changes and iron out all of the customer service problems. He's told me that he intends to set up some customer/VW forum sessions and asked me if I'll take part. His idea is to get some good feedback on where things are going wrong (apart from the obvious stuff!) and what customers really want to see.

I'm filled with new hope. By the way Matt, I suggested that you might be a good guy for Richard to involve in these. Let me know if you're keen - I guess the idea is for the session to take place in Reading some evening. My view is that it's only fair to give up an hour or two to try and do something constructive if Richard seems willing to listen and try to get things right.

Maybe the start of a new error (sorry, era).
 

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Hey Elbi,

Very happy to take part. But I have to admit that I'll take some convincing.

Fingers crossed tho, eh?
 

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QUOTE(Elbitrevnoc @ May 8 2005, 08:10 PM)Ridgeway have a new Aftersales Manager, called Richard Jory, and he seems determined to ring the changes and iron out all of the customer service problems. He's told me that he intends to set up some customer/VW forum sessions and asked me if I'll take part. His idea is to get some good feedback on where things are going wrong (apart from the obvious stuff!) and what customers really want to see.

I'm filled with new hope. By the way Matt, I suggested that you might be a good guy for Richard to involve in these. Let me know if you're keen - I guess the idea is for the session to take place in Reading some evening. My view is that it's only fair to give up an hour or two to try and do something constructive if Richard seems willing to listen and try to get things right.

Maybe the start of a new error (sorry, era).
[snapback]1079[/snapback]​

If you hear any more about this, please get in touch with me as I would like to take part as well.
 

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Discussion Starter · #4 ·
OK, I admit it. I never heard another thing, although I did chase it once, when I was last in there, and was told that it had been delayed by their marketing people.

Oh well, serves me right for being optimistic. At least by expecting the worst I'm never disappointed!

BTW, did I ever say that I finally got my transfer box and steering pump issues sorted? - This after Ridgeway's tech tried to tell me that the noise was simply my imagination. He first tried to tell me that it was just reflected noise off a wall when I started my car in the morning! Tests proved otherwise and both pump and transfer box were replaced. I still feel that the car 'snatches' at a gear (from time to time) when I'm creeping along in traffic, but they tell me that that's a normal 'quirk' of the 'Touareg. I find that a little hard to believe - especially given their track record.
 

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QUOTE(Elbitrevnoc @ Dec 10 2005, 09:16 PM)OK, I admit it. I never heard another thing, although I did chase it once, when I was last in there, and was told that it had been delayed by their marketing people.

Oh well, serves me right for being optimistic. At least by expecting the worst I'm never disappointed!

BTW, did I ever say that I finally got my transfer box and steering pump issues sorted? - This after Ridgeway's tech tried to tell me that the noise was simply my imagination. He first tried to tell me that it was just reflected noise off a wall when I started my car in the morning! Tests proved otherwise and both pump and transfer box were replaced. I still feel that the car 'snatches' at a gear (from time to time) when I'm creeping along in traffic, but they tell me that that's a normal 'quirk' of the 'Touareg. I find that a little hard to believe - especially given their track record.
[snapback]14155[/snapback]​

sorry, not convinced, ridgeway reading told me that my excess tyre wear was imaginary and that there were no issues with the vehicle in october 05 and now i have to go back in , after waiting weeks for an appt to get it looked at again. i would avoid them like the plague if i could.

i will be using ridgeway newbury as they can now service touaregs and they (newbury) really know the meaning of customer service.
 

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QUOTE(darrenasmith @ Jan 18 2006, 12:55 AM)sorry, not convinced, ridgeway reading told me that my excess tyre wear was imaginary and that there were no issues with the vehicle in october 05 and now i have to go back in , after waiting weeks for an appt to get it looked at again.? i would avoid them like the plague if i could.

i will be using ridgeway newbury as they can now service touaregs and they (newbury) really know the meaning of customer service.
[snapback]15710[/snapback]​

Just to add to this thread as an update. We went to Reading with a view to test driving a Treg a few Saturdays ago. We had driven the XC90 in the morning (to be fair Volvo were great (Basingstoke) we just pitched up and within mintues we were testing driving) and wanted a direct comaprison witht he treg.

They have a 3ltr tdi demo (the model we were after) and although they were very busy, teh car was out on an extended test drive (1hr) they said as we just wanted a quick blast they were happy for us to come back in an hour to see if its was available. We duly did and were equally impressed that the "touareg sales specialist" let us give it a blast to the MadStad and back on our own with just the picture bit of the licence ("more than my job 's worth mate without the paper bit" at most garages!!!)

We were impressed and wanted to take it for longer the next week but as the salesman was busy selling a 3ltr tdi treg when we got back, to be fair he didn't/couldn't spend anytime with us and told us to ring during the week.

The incredulous bit is when my wife rang during the week to speak to the salesman (rob something or other) to arrange a date for an extended drive to be met with the comment "well you've already driven it....you can't do it again"

Er...hello...we are about to buy a car that is a lot of money.....it wasn't as if we turned up for a laugh with nothing better to do on a wet January Saturday...subsequently my wife got quite arsey with him (always good to watch) and rang his boss who also subsequently got an earful....as such on Sunday we are picking up a 3.0TDi from Sidlow Gatwick (not exactly local) and I am of course a tad tempted to pop home via Ridgeway


I don't know whether it is just me or the way the country is going (I'm a typical cynical northerner living in the south!) but when you are going to spend a good chunk of hard earned wonger you want more than 5mins seeing if it is the right car for you. I spent longer picking out the christmas gammon than I did in the ridgeway demonstrator !

It seems in general you are made out to be a "difficult customer" if you want more than 5 minutes on a test drive ...I mean come on car sales people...car sales are down 5%...you need to make an effort (shameful to say it but BMW gave us an X5 for a whole day!)

As a new owner of a Treg and with limited service centres in my area (Fleet, Hants) Reading may have to be visited again
 

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QUOTE(timbo @ Jan 20 2006, 03:07 PM)As a new owner of a Treg and with limited service centres in my area (Fleet, Hants) Reading may have to be visited again
[snapback]15835[/snapback]​

There will be a lot of agreement on this site. It seems to be the variation in standards of different companies that causes most of the frustration expressed on here.

As servicing & limited warranty work is now available from the entire VW dealer network, there should be some choice for you, hopefully. Good luck.

Rob
 

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QUOTE(CovRob @ Jan 20 2006, 05:36 PM)There will be a lot of agreement on this site. It seems to be the variation in standards of different companies that causes most of the frustration expressed on here.

As servicing & limited warranty work is now available from the entire VW dealer network, there should be some choice for you, hopefully. Good luck.

Rob
[snapback]15847[/snapback]​

well my latest news is that ridgeway cannot find the battery drain issue on my touareg, they know its happening but cant diagnose the fault. and BIG surprise the transfer box is buggered (nb they turned me away for this in october) and i will need a new set of tyres.

BUT even more amazing is that it will take god knows how long to get the parts and in the meantime they want me to return their courtesy car and be off the road until the parts come in and then wait for another appt with a new courtesy car.

call that service !
 

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QUOTE(Oli @ Jan 23 2006, 09:20 AM)Did you purchase your Touareg from them?
[snapback]15904[/snapback]​

well that question simply opens another can of worms!

As a (most likely) younger owner of a touareg I was dismissed by the sales staff when i entered the showroom, they paid me no attention at all and even when I asked for assistance you would think I had asked them for something beyond their reach. Instead i travelled over 50 miles to Sidlow Horsham who were most welcoming and incredibly helpful

i would never, from choice, use Ridgeway Reading.

Oh and this morning found out that they have found the battery drain issue, linked to a catch/switch in the bonnet. But even though the transfer box is still buggered and will need new tyres, i am still expected to collect the vehicle so that they can have their courtesy car back. sod me, i am just the existing customer, not a NEW customer, eh!
 

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I don't think age comes into it where Ridgeway are concerned. I'm mid 40s, and still didn't get much of a reception when trying to buy a new V10 off them.

I sent them an email after I'd bought from Heritage Bristol, and rather than admitting they'd screwed up, taking it on the chin, and asking how they could improve, the sales manager told me it was my fault for getting the email address of the salesperson who eventually took me for a test drive wrong.

It was quite hysterical really, as the marketing lady I was in correspondence with, stated the sales guy had seen my email, and didn't think he could deliver at the price I wanted. He hadn't even tried to negotiate, just never responded at all. I'm tempted to put the whole correspondance on here just to show how incompetent they are.
 

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QUOTE(darrenasmith @ Jan 23 2006, 02:40 PM)
As a (most likely) younger owner of a touareg I was dismissed by the sales staff when i entered the showroom, they paid me no attention at all and even when I asked for assistance you would think I had asked them for something beyond their reach.

[snapback]15912[/snapback]​

Seems to be a trend - I went to a VW garage in Leeds (franchise no longer does VW!) and lost count of the number of times I asked to speak to the Lux Car Manager about getting a Test Drive - invariably fobbed off with some excuse about him not being in. They just didn't want to know.

I guess a 33 year old in Jeans (shreeek!) and T-Shirt (scum of the earth pov) don't fit the normal 'image' of a Treg driver......

Took the greatest of pleasure in parking on the forcourt and showing them the £37k of business they lost, but I doubt they cared..........At least it made me feel happy
 

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QUOTE(Elbitrevnoc @ May 8 2005, 07:10 PM)Ridgeway have a new Aftersales Manager, called Richard Jory, and he seems determined to ring the changes and iron out all of the customer service problems. He's told me that he intends to set up some customer/VW forum sessions and asked me if I'll take part. His idea is to get some good feedback on where things are going wrong (apart from the obvious stuff!) and what customers really want to see.

I'm filled with new hope...

Maybe the start of a new error (sorry, era).
[snapback]1079[/snapback]​

I think time has told the truth with the title of this thread that started in May! A new broom determined to sweep clean appears to have fallen into the apethetic rut that may be what this dealer epitomises.


Time for an edited title or even a new thread?

Rob
 

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QUOTE(mjstubley @ Jan 23 2006, 02:34 PM)Seems to be a trend - I went to a VW garage in Leeds (franchise no longer does VW!) and lost count of the number of times I asked to speak to the Lux Car Manager about getting a Test Drive - invariably fobbed off with some excuse about him not being in. They just didn't want to know.

I guess a 33 year old in Jeans (shreeek!) and T-Shirt (scum of the earth pov) don't fit the normal 'image' of a Treg driver......

Took the greatest of pleasure in parking on the forcourt and showing them the £37k of business they lost, but I doubt they cared..........At least it made me feel happy?

[snapback]15914[/snapback]​

Having purchased my first Treg from your neck of the woods Leeds whoever it is now,

I then in past months had a bolockings from Sir Peter Vardy, " quote you never purchased the vehicle from our company anyway"

Anyway

Point is/was, I turned up to collect my new motor in not far from my stupid skoda pose

Kind of lost the meaning, I was in my tracky and paid for by switch

If you know me you know what I am about

Richard
 

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QUOTE(Buster @ Jan 23 2006, 10:39 PM)Having purchased my first Treg from your neck of the woods Leeds whoever it is now,

I then in past months had a bolockings from Sir Peter Vardy, " quote you never purchased the vehicle from our company anyway"

Anyway

Point is/was, I turned up to collect my new motor in not far from my stupid skoda pose

Kind of lost the meaning, I was in my tracky and paid for by switch

If you know me you know what I am about

Richard
[snapback]15939[/snapback]​

Yup - 100%
 

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uhmm'd and err'd about this one, but in retrospect, it deserves wider airing

Hi Lisa,

That is the address I used, capitals won't have an effect (and I never received any notification that the email had bounced or was not delivered), and as you said earlier, Simon explained he couldn't match price, so he must have read the email at some point.

Anyway, as you say, a missed opportunity.

Thanks
Brendan

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From: lisa.westaway [mailto:[email protected]]
Sent: 02 November 2005 14:02
To: Brendan
Subject: Re: Touareg V10

Hi Brendan

I have just been talking to our General Manager regarding this situation and he pointed out to me that the e-mail address you have for Simon is incorrect and therefore this could explain why you have not heard from him. His correct address is [email protected].

We are sorry that we have missed an opportunity with you.

Regards

Lisa

Lisa Westaway
Marketing Manager
Ridgeway Reading

Direct Line: 01189 336 727
Tel: 01189 759 191
Fax: 01189 313 372

http://www.ridgeway.volkswagen.co.uk
----- Original Message -----
From: Brendan
To: 'lisa.westaway'
Sent: Wednesday, November 02, 2005 1:24 PM
Subject: RE: Touareg V10

Hi Lisa,

No, no contact at all. If he had, I would have negotiated with him. As I'd had problems even being allowed to sit in a Touareg on my first couple of visits (Luxury salesman that left recently) or arranging a test drive (I had to call to arrange, no one got back to me), the lack of feedback or contact was why I decided to go instead to VW Bristol who have communicated excellently throughout, and been very helpful

Regards
Brendan

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From: lisa.westaway [mailto:[email protected]]
Sent: 02 November 2005 13:02
To: Brendan
Subject: Re: Touareg V10

Hi Brendan

Did Simon not come back to you to tell you that he couldn't match it?

Regards

Lisa

Lisa Westaway
Marketing Manager
Ridgeway Reading

Direct Line: 01189 336 727
Tel: 01189 759 191
Fax: 01189 313 372

http://www.ridgeway.volkswagen.co.uk
----- Original Message -----
From: Brendan
To: 'lisa.westaway'
Sent: Wednesday, November 02, 2005 12:38 PM
Subject: RE: Touareg V10

Thanks,

Was just wondering why no one had been in contact with me, as Simon hadn't responded. As a matter of interest, VW Bristol didn't match the price either, but as I preferred to buy from a main dealer and build a relationship, I accepted the higher price they offered
Brendan

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From: lisa.westaway [mailto:[email protected]]
Sent: 02 November 2005 12:28
To: Brendan
Subject: Re: Touareg V10

Hi Brendan

Thank you for the explanation. I have spoken to Simon who explained to me that unfortunately, he couldn't match the offer that you had been given by another Dealership. Is there anything else that I can do to help you?

Kind regards

Lisa Westaway
Marketing Manager
Ridgeway Reading

Direct Line: 01189 336 727
Tel: 01189 759 191
Fax: 01189 313 372

http://www.ridgeway.volkswagen.co.uk
----- Original Message -----
From: Brendan
To: 'lisa.westaway'
Sent: Wednesday, November 02, 2005 12:11 PM
Subject: RE: Touareg V10

Yours was the contact name on the VW website for your dealership
Regards
Brendan

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From: lisa.westaway [mailto:[email protected]]
Sent: 02 November 2005 11:57
To: Brendan
Subject: Re: Touareg V10

Hi Brendan

Not sure if you meant to send this to me?

Kind regards

Lisa Westaway
Marketing Manager
Ridgeway Reading

Direct Line: 01189 336 727
Tel: 01189 759 191
Fax: 01189 313 372

http://www.ridgeway.volkswagen.co.uk
----- Original Message -----
From: Brendan
To: [email protected]
Sent: Wednesday, November 02, 2005 4:39 AM
Subject: RE: Touareg V10

Still no response, so trying another avenue
Brendan

_____________________________________________
From: Brendan [mailto:[email protected]]
Sent: 31 October 2005 00:09
To: '[email protected]'
Subject: RE: Touareg V10

Simon,

I never heard from you, so have placed an order with Heritage VW in Bristol, who were most helpful, and expecting delivery in December

Thanks
Brendan

_____________________________________________
From: Brendan Spillane [mailto:[email protected]]
Sent: 16 October 2005 12:30
To: '[email protected]'
Subject: Touareg V10

Simon,

Thanks for the test drive. The specs I'm looking for are (including prices given to me by an internet company)

Many thanks
Brendan Spillane

Volkswagen Touareg V10

Exterior Colour: Metallic Shadow Blue
Optional Equipment:
4Zone electronic climate control (not available with reversible loadspace mat) (£374)
Alloy wheels - four 9J x 19 Atheo with 275/45 R19 tyres and anti-theft wheel bolts (£826)
Metallic paint (£0)
Navigation/radio system with 7 colour screen, incl TV, boot-mounted 6 CD autochanger and Audio system 12/11 (£2038)
Tailgate closing - electric (£65)
Towbar - electric folding, including 13-pin electrics (not available with tailgate mounted spare wheel) (£568)
Tyre pressure monitoring system, electronic (£262)
Upholstery - Nappa leather, Sunny Beige (£391)
£58225List price including your chosen options:
£5195Discount:
£53030
 

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Discussion Starter · #18 ·
QUOTE(CovRob @ Jan 23 2006, 03:51 PM)I think time has told the truth with the title of this thread that started in May! A new broom determined to sweep clean appears to have fallen into the apethetic rut that may be what this dealer epitomises.
?


Time for an edited title or even a new thread?

Rob
[snapback]15916[/snapback]​

As the starter of the thread in question I'm afraid I can only agree. Many moons ago on the original site I told a long and sorry tale of how I once tried to get Ridgeway to sell me a car. Like many others, I also gave up and bought elsewhere in the end, but had to suffer the agonies of using Ridgeway for servicing/warranty work. Getting a test drive was like asking to sleep with the Lux Manager's wife! The mind boggles at how much better Ridgeway's sales figures could have been.

Needless to say I will look further afiled now that the facilities have been opened up to more dealerships.
 
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