This morning I made a casual visit to my dealer to hand in the retention certificate for personal plates. SUK had told both dealer and me a short while back that the confirmed build date was week beginning 02 May and we were both expecting delivery in about 3 weeks from now. While casually chatting to Deborah, the sales rep, she went on her PC to re-check on actual progress and was very surprised to see that it was already in the country (Tyneside) and will probably be with them late this week or sometime next week !! Despite what SUK had indicated to us both two weeks ago, when it had already been built at that point of enquiry.

Deborah knew nothing about the £150 18 week delay compensation until she contacted a superior who had vague knowledge of that scenario - so she is checking that out for me as it will have just gone over 18 weeks between SUK acceptance of order and delivery. I certainly get the impression that if one does not ask for that £150 one does not get it. Thank you forum for that (and many other things)

I mentioned bringing in the wood effect dash trim (mine is Gobi sand interior) for them to fit while preparing the vehicle and she mentioned there would be a charge to do that. I showed her on a showroom Yeti how easy it was and I said that there would indeed be NO charge for that and if there was I would fit it myself (I've seen the threads on forum) or if nervous my local mechanic up the road would indeed fit it FREE of charge (I pointedly said). It pains me that dealership departments work against each other to the dis-benefit of the customer. "Oh - but the mechanics department will charge the sales department for that operation" she said. One day they might learn to act as a team for the benefit and satisfaction of the customer rather than for each individual department and then perhaps get more customers. We had a conversation about me originally being nice to them and not going on the internet to purchase and then (via this forum) discover that they were the suppliers to autofinders, supplying identical vehicles at a big discount and charging me - someone who has bought from them 3 new cars in 3 years - full price for the Yeti. Again - she said "different department" - as if it did not reflect on the company as a whole. A slightly awkward conversation in which I wanted to make a point - but as she said - the deal is now done !! However I DO know for next time.

It management terms it's called "how to pass the buck"!!! In some companies I've seen the same name on the front eg "Sandwich" but with different registered companies for different depts.!! So you get "Sandwich (Scotland) Ltd.", "Sandwich (Property) Ltd.", and when you check at Companies House you find that they are all registered at the same address!!! AAAGGGHHHH!!!

Edited 10 May, 201115 yr by fabdavrav

Full price?

Full price?

Yes - full list price. Traded in two cars - but nothing special on their prices either - just standard dealer exchange price. Hoping for an upward lift in price of second car when I hand it in on delivery of Yeti.

The problem is, they are all different departments within the dealership so if you want things doing as part of the deal it has to be negotiated up-front as they know how much money they can put into the deal with the workshop and so-on; each department will have its own income targets, budgets and expenditure and performance against these will be monitored against each other and, more importantly, with respective departments within the network doing the same function - your local dealers aftersales lead will not look very clever if (s)he continually has a higher cost base and lower income because they don't keep the sales team honest with dealer-fit options.

Unfortunately, as you have signed on the dotted line anything after that is a different deal; you might find family owned businesses would take a different view but not the larger groups.

The problem is, they are all different departments within the dealership so if you want things doing as part of the deal it has to be negotiated up-front as they know how much money they can put into the deal with the workshop and so-on; each department will have its own income targets, budgets and expenditure and performance against these will be monitored against each other and, more importantly, with respective departments within the network doing the same function - your local dealers aftersales lead will not look very clever if (s)he continually has a higher cost base and lower income because they don't keep the sales team honest with dealer-fit options.

Unfortunately, as you have signed on the dotted line anything after that is a different deal; you might find family owned businesses would take a different view but not the larger groups.

I agree with everything you say (well put). However for a small town dealership they must know that it is probable I won't return for future sales (Internet now calls strongly) and I would have thought they as a team could have a "put a good customer first" button. I had no intention of say going elsewhere say for servicing the vehicle (during warranty) but I will probably now get quotes from less local dealers and if cheaper make a service day a day trip to visit an adjacent town. Loyalty works two ways.

I feel your pain with them, I am STILL waiting for them to supply me with an item missing from my car that I collected nearly 5 months ago!

It has even taken SUK's intervention to assure me that Telfords WILL be supplying me the missing item as despite their claims it is a std fit part and not something that has been discontinued

I expect to have to do the leg work in chasing it as mine was bought through an online broker, BUT there is no need to blatantly lie to a customer, just to save a few quid, every car should be supplied as ordered irrespective of how it was ordered.

I feel your pain with them, I am STILL waiting for them to supply me with an item missing from my car that I collected nearly 5 months ago!

It has even taken SUK's intervention to assure me that Telfords WILL be supplying me the missing item as despite their claims it is a std fit part and not something that has been discontinued

I expect to have to do the leg work in chasing it as mine was bought through an online broker, BUT there is no need to blatantly lie to a customer, just to save a few quid, every car should be supplied as ordered irrespective of how it was ordered.

Hehe - I was talking about you this morning - as an example of one who had bought a car on net supplied by them.

My sister works for a higher education establishment, was that vague enough? An accountant at the top decided to put things on a greater business footing so everything was suddenly given a charge. Meeting rooms within the building were charged out for a set amount to different depts as they used them for meetings. This came out of their budgets. My sister took the hump at the stupidity of this and took her meetings to nearby hotels that were charging less. So now a room that effectively costs them nothing, as it is there anyway, is left empty and money from within the establishment now goes outside the establishment instead of staying within it. This has been carrying on for over a year now and no one high up has the gumption to accept it was a stupid decision.

I tell this story as it a) makes me laugh and b)emphasises your point of "different dept, not my responsibility". Whether you are a business or a university you are supposed to work together for the greater good. Too many larger organisations are full of empire builders who only look to their own little dept and actually enjoy screwing up the next door section. They simply don't see how it affects them. This dealer has now lost you for future cars, plus possibly servicing, plus you will now tell everyone in your locality not to use them. How is that good business?

Edited 10 May, 201115 yr by EdmundBlackadder

Are you part exchanging a Skoda of some kind for the Yeti?

Nice to hear your wait has nearly ended!

Are you part exchanging a Skoda of some kind for the Yeti?

Nice to hear your wait has nearly ended!

Yes - I have part exchanged two Skodas for this Yeti. 1) a nearly new Octavia L&K 1.8TSI DSG estate bought from them a few months earlier which they took from me at the time of the Yeti deal (December 2010) and 2) a 3 year old Fabia3 1.9TDI hatch also bought from them to be handed in on delivery of the Yeti. So including the Yeti, 3 new cars bought in 3 years. Quite a valued customer I would have hoped (??) The 3 year old Fabia hatch has 12000 miles on and they are offering me £6000. I would like a bit more - particularly in the circumstances

I originally wanted a Yeti rather than the Octavia L&K that I traded in for a Yeti but could not get any sort of realistic deal with them (for Cash). Only opted reluctantly for the Octavia because of the VAT free deal that Skoda was promoting. We subsequently decided to go down to running only one car - which provoked us into striving successfully to get eventually a Yeti. Certainly has been an ultra costly trip for me to get a Yeti and VERY profitable exercise for the dealer.

If you want you can drop me an email with the details of your 2 part exchanges and I'll see if I can better their offer somehow, I appreciate it is too late for me to do anything about the Yeti sale but I used automatic Octavia estates are always good news for us and diesel Fabias too.

I'll need registration numbers, mileage, colours (interior and exterior), any factory or dealer options, and condition.

If you want you can drop me an email with the details of your 2 part exchanges and I'll see if I can better their offer somehow, I appreciate it is too late for me to do anything about the Yeti sale but I used automatic Octavia estates are always good news for us and diesel Fabias too.

I'll need registration numbers, mileage, colours (interior and exterior), any factory or dealer options, and condition.

Octavia went last December when deal was made - however PM sent - thanks for interest in my situation

I feel your pain with them, I am STILL waiting for them to supply me with an item missing from my car that I collected nearly 5 months ago!

It has even taken SUK's intervention to assure me that Telfords WILL be supplying me the missing item as despite their claims it is a std fit part and not something that has been discontinued

I expect to have to do the leg work in chasing it as mine was bought through an online broker, BUT there is no need to blatantly lie to a customer, just to save a few quid, every car should be supplied as ordered irrespective of how it was ordered.

How did you manage to order the car from Telfords and sign the paperwork when you live so far away - it must've been a real bind and one helluva deal they offered if you were prepared to drive 400 miles!

How did you manage to order the car from Telfords and sign the paperwork when you live so far away - it must've been a real bind and one helluva deal they offered if you were prepared to drive 400 miles!

I ordered through an internet broker (who will remain nameless ..... for the time being) who placed the order, the car was eventually ordered through Telfords, which should of been delivered to my door - however they failed to do that on 4 separate occasions, in the end I drove just short of 500 miles (round trip) to collect the car.

This was mainly down to lack of communication between parties and p. poor management.

Yes there are very good savings to be made, however some of the well known brokers are best avoided at all costs.

I feel your pain with them, I am STILL waiting for them to supply me with an item missing from my car that I collected nearly 5 months ago!

It has even taken SUK's intervention to assure me that Telfords WILL be supplying me the missing item as despite their claims it is a std fit part and not something that has been discontinued

I expect to have to do the leg work in chasing it as mine was bought through an online broker, BUT there is no need to blatantly lie to a customer, just to save a few quid, every car should be supplied as ordered irrespective of how it was ordered.

Dear Customer

I am sorry to hear that you are still awaiting a part missing from your car over 5 months ago.

Does you reg end ATF?

I ordered through an internet broker (who will remain nameless ..... for the time being) who placed the order, the car was eventually ordered through Telfords, which should of been delivered to my door - however they failed to do that on 4 separate occasions, in the end I drove just short of 500 miles (round trip) to collect the car.

This was mainly down to lack of communication between parties and p. poor management.

Yes there are very good savings to be made, however some of the well known brokers are best avoided at all costs.

I am very sorry to hear that we where to deliver your car to you. In fact all of the Fleet cars are delivered to the company who ordered the vehicle with us and never to the end user unless they are closer.

I do feel that you have been mis-informed when buying from your supplier but the contract with us and our customer is that all vehicles are delivered to them and not you.

Sometimes some customers do wish to travel to collect the car from us.

This morning I made a casual visit to my dealer to hand in the retention certificate for personal plates. SUK had told both dealer and me a short while back that the confirmed build date was week beginning 02 May and we were both expecting delivery in about 3 weeks from now. While casually chatting to Deborah, the sales rep, she went on her PC to re-check on actual progress and was very surprised to see that it was already in the country (Tyneside) and will probably be with them late this week or sometime next week !! Despite what SUK had indicated to us both two weeks ago, when it had already been built at that point of enquiry.

Deborah knew nothing about the £150 18 week delay compensation until she contacted a superior who had vague knowledge of that scenario - so she is checking that out for me as it will have just gone over 18 weeks between SUK acceptance of order and delivery. I certainly get the impression that if one does not ask for that £150 one does not get it. Thank you forum for that (and many other things)

I mentioned bringing in the wood effect dash trim (mine is Gobi sand interior) for them to fit while preparing the vehicle and she mentioned there would be a charge to do that. I showed her on a showroom Yeti how easy it was and I said that there would indeed be NO charge for that and if there was I would fit it myself (I've seen the threads on forum) or if nervous my local mechanic up the road would indeed fit it FREE of charge (I pointedly said). It pains me that dealership departments work against each other to the dis-benefit of the customer. "Oh - but the mechanics department will charge the sales department for that operation" she said. One day they might learn to act as a team for the benefit and satisfaction of the customer rather than for each individual department and then perhaps get more customers. We had a conversation about me originally being nice to them and not going on the internet to purchase and then (via this forum) discover that they were the suppliers to autofinders, supplying identical vehicles at a big discount and charging me - someone who has bought from them 3 new cars in 3 years - full price for the Yeti. Again - she said "different department" - as if it did not reflect on the company as a whole. A slightly awkward conversation in which I wanted to make a point - but as she said - the deal is now done !! However I DO know for next time.

Morning

I can now confirm your vehicle is in the UK and the transport order has been raised to delivery your car to us next week. I have spoken with the Aftersales department and they have also confimed that there will be NO charge to have your trim fitted. I will be speaking with my DP on her return from a break to see if there is anything else we can do for you, so you can regain faith in us as your supplying dealer for the future.

Morning

I can now confirm your vehicle is in the UK and the transport order has been raised to delivery your car to us next week. I have spoken with the Aftersales department and they have also confimed that there will be NO charge to have your trim fitted. I will be speaking with my DP on her return from a break to see if there is anything else we can do for you, so you can regain faith in us as your supplying dealer for the future.

Morning - Deborah - many thanks

Does you reg end ATF?

Yes that is mine.

Well I never......a person at a Dealership thats getting a ********* is actually prepared to read what is said on this forum and sort out the customers complaint properly and say sorry.....maybe pigs can fly!!??

Interesting - the power of this forum!

A dealer successfully 'outed' for poor service and a hard cash lesson learnt by one of our members. Next time I'm sure he'll shop around a little more - and bear in mind you don't necessarily need to use an internet broker to get a fair deal, as many of us can testify!

Well I never......a person at a Dealership thats getting a ********* is actually prepared to read what is said on this forum and sort out the customers complaint properly and say sorry.....maybe pigs can fly!!??

The person at the dealership (Debs) is ok - just that her company needs to get their act together. She has observed, taken note and is acting.