Just wondering how long it takes skoda uk to reply on average to a customers email, i've been waiting a few days upto now, anyone else share thier experiences please

Edited 1 March, 201115 yr by w4rn3r

Hi,

In the last year I have e-mailed SUK on 4 occasions, only one got a reply and was so offhand as to be useless.

I have to say most companies are very bad on e-mail, nearly as bad as trying to get through on the phone.

Example, Early November last year e mailed British Gas because I'm moving. About 10 days ago got a reply but only to say my e-mail was being passed on to another department.

If Skoda UK give an e-mail address then they should answer them.

Chris.

Is it anything I can help with?

Is it anything I can help with?

just an equiry really, I.E chasing up my order and asking why people who have ordered thier yeti 2L Diesels after me are getting thiers before me.

Phone Skoda CZ (they speak pretty good English).

Skoda UK are monkeys

Phone Skoda CZ (they speak pretty good English).

Skoda UK are monkeys

anyone have thier contact details, i'll give it a try if all else fails

I've once had a reply the next day (when I highled the electric seat option not including the electric folded mirrors anymore), other ones have been ignored for days with me only getting a response 10 days later. One was ignored outright. So just be patient. OR phone them.

My most recent e-mail enquiry via the form on Skoda UK's web site got a reply within a week. It didn't actually answer my question, and the information it gave was wrong, according to a number of posters on here I escalated the issue to Skoda CZ on Wednesday and they acknowledged my query today.

Previously I have had a telephone response within two or three days of posting a query via Skoda UK's web site.

My most recent e-mail enquiry via the form on Skoda UK's web site got a reply within a week. It didn't actually answer my question, and the information it gave was wrong, according to a number of posters on here I escalated the issue to Skoda CZ on Wednesday and they acknowledged my query today.

Previously I have had a telephone response within two or three days of posting a query via Skoda UK's web site.

Hello do you have skoda cz email or contact details

Hello do you have skoda cz email or contact details

Hi,

for contact details see;

Skoda Auto

Regards,

TP

From my own very recent experience they take well over a week [after resending e-mail and then faxing as well] and then the reply is not worth having!

I complained that the dealer I am using [via DtD] was not very forthcoming with info and asked if they could help me with a projected build date and also asked a couple of other points. The Customer Service Manager [unless that is a title all the customer service people use] wrote back that the information was internal and I should contact my dealer for it!! Also never even mentioned one of the other points I raised.

I've written back asking why they cannot answer the questions asked and WHY they refer me back to a dealer I am moaning about in the first place! I work for a large offshore insurance company in the Customer Service area and part of my job is auditing our complaint handling. I certainly wouldn't rate this guy's reply to me if I was auditing his work

I'll wait and see what reply I get this time around, if I get one at all

I have previously found that emails are replied to fairly quickly, even if at first it's only a 'holding' answer. However, I have now been waiting a week for a reply to my straight question about how much compensation I can expect for a 28-week gap between order and delivery!

I have previously found that emails are replied to fairly quickly, even if at first it's only a 'holding' answer. However, I have now been waiting a week for a reply to my straight question about how much compensation I can expect for a 28-week gap between order and delivery!

Im only 6 weeks behind you on that subject aswell

Its all happening today after getting a provisional build week on my order i got a reply to my email from skoda uk (still awaiting reply from skoda cz)below is a copy/paste of thier reply to my email.

Dear Mr *****,

Thank you for your contact dated 16 February 2011. I am sincerely sorry that you are experiencing an extended wait for your vehicle. I appreciate that upon ordering a new vehicle,the waiting time should be filled with excitment and anticipation not confusion and doubt as has been the case in your situation.

Skoda UK are experiencing our biggest ever order bank. Whilst this is a positive outcome for the company as a whole and showsthe progress we have made as a Brand, it can inevitably cause production delays and therefore a negative effect on some of ourcustomers. It is for this reason that we have a process in place to reward our customers patience with a goodwill gesture, whichyour Sales Person at Bickerton Skoda will be able to advise you of this in further detail.

Does anyone know what these goodwill gestures consist of?

The scheduled build week is determined by the specification of the order, versus the build allocation and available quota forthat particular vehicle at Factory level. In plain terms, this means that the scheduled build week can move forward or backward,as the factory looks for an available build slot. At present I am unable to confirm a build week for your vehicle and for this Iam very sorry.

I can only comment on the availability of vehicles in the United Kingdom and not in different territories around the world.However, I can categorically state that the profit margin, which may differ around the world, does not have an impact onavailable build slots. It is more likely that other territories have build slots waiting to be filled by orders. Skoda UK areinvolved with the Factory at looking at open build slots and are actively investigating all opportunities. I would invite you to contact Bickerton Skoda periodically for confirmation of your build week.

Thank you once again for taking the time to contact Skoda UK. Kind regards Dan Latta, Customer Relations Manager Customer ServiceÅ kodaAuto UK | Selectapost 34 | Sheffield | S97 3FATel: +44 (0)845 7745745 | fax: +44 (0)844 [email protected] | www.skoda.co.uk | www.skoda-auto.comÅ koda. Simply Clever

Quite a decent reply i think, answered all my queries aswell

Does anyone know what these goodwill gestures consist of?

Some weeks ago I was offered £150 as my delivery date had gone beyond 18 weeks. From this site, I gathered that, in the past, others have received an additional £150 after 25 weeks of waiting. I therefore emailed SUK to ask about the second £150 (as my delay will have been exactly 28 weeks when I collect my SM tomorrow week) and this morning I received an email back saying that they had confirmed a (total) payment of £150 with my dealer, without any reference to the extended delay!

I have therefore sent a further email querying why the additional payment has not been triggered. I suspect SUK have abandoned this further goodwill gesture now that so many customers are having to wait so long for their vehicles, but it would be better if they would say so, rather than just ignoring my question!

Did you have to contact your dealer for the first goodwill payment or did they contact you about it?

Edited 21 February, 201115 yr by w4rn3r

Did you have to contact your dealer for the first goodwill payment or did they contact you about it?

I had to BEG Å koda UK for it alas. MANY, MANY an email sent...

I had to BEG Škoda UK for it alas. MANY, MANY an email sent...

Me too - it doesn't come to those who wait: you need to show you know your entitlement!

I had to BEG Škoda UK for it alas. MANY, MANY an email sent...

As you can see from the first post that email is from SUK and its them who informed me of this compensation/good will gesture, i just want to know how you go about getting it, does SUK tell the dealer or do you have to inform the dealer yourself

As you can see from the first post that email is from SUK and its them who informed me of this compensation/good will gesture, i just want to know how you go about getting it, does SUK tell the dealer or do you have to inform the dealer yourself

As I said I had to ask them even after it was agreed. It was all done over the phone in the end as I used this compensation to part payment for my towbar. I never got any vouchers and all emails from them was left open ended as to exactly how one is supposed to get the compension in one's hands.

When SUK told me (by phone initially) that I was entitles to £150 compensation, i asked for that in writing (via email), copied to my dealer, which they did. A few weeks ago, my dealer phoned me (the only time he has!!) to ask if I wanted the £150 in M&S vouchers or towards servicing. I opted for vouchers, as I already have £250 toewards servicing as another goodwill gesture following the electric driver's seat/(non)folding mirrors fiasco.

Just to let you know that I have this morning received an email from SUK confirming that my 'goodwill gesture' for delay in delivering the SM WILL be £300, as the delay has now passed 25 weeks. So anyone else out there, keep pestering them!

Just to let you know that I have this morning received an email from SUK confirming that my 'goodwill gesture' for delay in delivering the SM WILL be £300, as the delay has now passed 25 weeks. So anyone else out there, keep pestering them!

Ah good news. Re the compensation. NOT re the longer wait. I waited 32 weeks in the end... :no:

Just to let you know that I have this morning received an email from SUK confirming that my 'goodwill gesture' for delay in delivering the SM WILL be £300, as the delay has now passed 25 weeks. So anyone else out there, keep pestering them!

Thanks for the update

Started my campaign last night with a first e-mail regard delays. I've worked out roughly 29 weeks from order to delivery, if build to collection takes the same period as with PAT

TP

Result Andrew! Persistence pays!