Thought peeps might like to know that if they've contacted Skoda UK recently they might get a phone call from a Ripon market research agency asking about their experience.

They wanted to know how I felt about a recent email I sent to Skoda UK. Afraid I answered Epic Fail to most questions as the head office is so poor at responding to emails.

I sent the last one some time last week and am still waiting for a reply. I wanted to know why they were still advertising a cool box on their website but have attached the part number to a different cool box so customers and dealers who order them get something they don't want. Frustrating for customer and dealer.

Suppose they will reply at some stage but I've taken my business to Halfords as I got fed up with waiting.

Not a patient person!

LizC

The response people get to questions is interesting and also inconsistent. I posed a question to Skoda UK via their website and I received a phone call the next day from a very cheery man with an answer. The answer was not necessarily the one I wanted but at least they responded. However a lot of people on this site seem to experience a very poor level of service to queries.

I emailed Skoda UK on May 3 and it's now May 11, so eight days and no response. Think they seriously need to beef up their customer service as well as updating their website because the superseded coolbox is still showing as available.

The head office is letting the dealers down in my opinion. Just acknowledging an email while they look into an issue takes seconds. I'm starting to get very annoyed because I paid nearly £100 for a coolbox which was not the one the dealer ordered and I don't even know when I am going to get my money back. Think I am going to ring my contact at the dealer tomorrow to ask the dealer to issue a cheque. Maybe they could issue one for the long delay I had waiting for the car at the same time!

LizC

The head office is letting the dealers down in my opinion.

My last call to SUK Customer Services they were blaming the dealer for no progress on the status of my order.

I had asked why my dealer and the area manager had no information on progress of my order. SUK Customer Servies response was, "you need to contact your dealer". I specifically made the statement "You are telling me the lack of progress in my order is down to something the dealer has or has not done?" to which they answered "You need to contact your dealer". As I am on good terms with my salesman I did contact him, to let him know that SUK were putting all lack of progress down to the dealership. He was very pleased to make a call to SUK Customer Services and ask them very politely to stop telling customers how poorly the dealer was performing.

My dealer currently has 24 orders in limbo with no idea on progress of any of them. The area manager has no idea on progress of any of them (and just wants to talk to the dealer about increasing sales). Skoda UK has no idea or interest in finding out the progress of any of them.

How anyone can see this as improving dealer relations, let alone good customer relations is beyond me.

Edited 12 May, 201115 yr by hertsnminds

They will be calling nearly every order in the future, as they want to get feedback from customers about the retailer network. I actually don't know what the questions they ask are but I presume they are along the lines of how would you rate such and such out of 5 for this etc etc?

They will be calling nearly every order in the future, as they want to get feedback from customers about the retailer network. I actually don't know what the questions they ask are but I presume they are along the lines of how would you rate such and such out of 5 for this etc etc?

That's exactly the sort of scoring but there is plenty of chance to add comments as well.

Still no response from Skoda UK to my email. Nine days now. Not interested at all, even though yesterday I gave the market researcher permission to pass on my name and phone number so I could tell them in person how poor their service was.

LizC