Who to contact at Skoda UK about poor Dealer?

[redbaron]

That said' date=' my dealership runs a "gold card" service...if you buy a car from them you get free MOTs on that car while you own it, you get discounts on parts and servicing, and other benefits also. So if you turned up out of the blue, you'd be discriminated against for buying elsewhere...are you going to phone up Skoda UK and complain about this practice?

Rob.[/quote']

prob will complain under the socialist ideal that those who pay extra for stuff have no right to anything better cos its not fair

[ecklad]

I'm not expect dealers to treat me in any way differently than anyone else..

If we use a Skoda dealer for non warranty work or servicing then the dealer has an obligation to provide that service just as it would with any other paying customer..!

My local dealer closed down so I use another Skoda retailer near by..

I expect and would be very annoyed if this dealer did not treat me the

same as any other of there customers... I'm giving them my business...

Its in there interest to provide a good service because there is more chance

I will go bake to poss buy another car or get repair/servicing carried out....

Lets hope some of you on here who are agreeing with the dealer on this

don't complain about poor service from other purchases you make from

3rd party suppliers....

Lets face it most of the products we buy come from sources other than manufacturers....

Dazz

[ecklad]

This is not what I'm saying at all. What I'm saying is' date=' it costs money to provide a good service. Supermarkets are constantly eroding the cost of car purchases (mainly by not giving a c**p about quality or aftersales), which will impact the dealer - so if one of them turns out to not be happy about it, I wouldn't be overly surprised.

What has the warranty got to do with anything? LEE WASN'T HAVING WARRANTY WORK DONE. He was paying for a service, same as he would've at any other garage. Like any other garage, the dealership is allowed to choose how they schedule their service books, how much they charge people, whether they do a "free valet", if they hire a pretty receptionist, etc.

As such, the quality of their customer service is up to them. Bleating to Skoda UK about it is pretty pointless IMHO.

Rob.[/quote']

Why are you getting your nickers in a twist over this point ?? I've already stated that its even worse in his case as he is paying for it!... The simple fact here is that it is

not down to a individual dealer to determine servicing policy... These come from SKODA!!!! And he SHOULD complain centrally to weed out these crap

dealers... Also the other main point is the dealer is there representing Skoda

so any bad service ultimatly gets reflected back on Skoda..

If car supermarkets are so bad then how do they source there new cars?

they come from Skoda offical sources. Usually from european dealers..

Thats not my or your problem... If I chose to buy a car from there

it STILL HAS a 2 year warranty and I can still take it to be serviced

where I like....

Dazz

[MonkeyHanger]

Thats not my or your problem... If I chose to buy a car from there

it STILL HAS a 2 year warranty and I can still take it to be serviced

where I like....

Incorrect i'm afraid.

No business is obliged to take you on as a customer. It is entirely at their discretion.

As for the repeat business argument, that holds about as much water as a sock. A customer who purchases from a car supermarket / internet dealer etc is more likely to re-use those sources as they are "cheap".

If you buy from a Franchised Dealer which subsequently closes, then another Franchise will be happy to have you on the books as you are more likely to return when new car time comes around.

[logiclee]

Right then lets clear a few things up shall we......

I have three Skoda's and only one is from a supermarket.

I have all three cars serviced through the dealer network and at this very same dealer.

I have used this dealer since buying a Favorite back in 1994.

The car was in for a rear bumper respray.

My wife, who is disabled, was left stuck at the dealers without transport due to their ****-up.

The car was filthy inside and out from the work done.

The car has been returned with a paint defect so has to be redone.

The attidude of the service manager was appaling and it was him who bought up the supermarket issue.

Now I'm sure Skoda Customer Services will be interested in my opinion as I have spent tens of thousands of pounds with them over the last few years and have come to expect the highest of standards from Skoda dealers.

Remember I'm not talking about grey or Euro imports but a full UK car the same as you would buy privately, from any car dealer or broker and one that the same Dealer has been servicing along side my other two Skoda's.

Cheers

Lee

[ecklad]

Dazz / Lee

but if i ran a dealer i would not want you as a customer. You have not bought from me. I have no obigation to serve you in any capacity. Skoda UK is the only one with an obligation ref warranty. As lee's matter doesnt involve warranty then the dealer may serve who they choose.

A landlord has no obligation to take a tennant. Neither does a dealer.

Unless the dealer refuses to serve Lee on the grounds of Race or Sex etc they can do as they please.

No you don't ... But if I come to you with my vehicle for servicing and whatever.. You as a business are going to turn me away? If thats the case then you might not be very successfull...

If you did treat me correctly then you would possibly get more business from me as the relationship would be there... 'I had good service there I'll go back'

etc etc.... More sales or servicing = more profit for you!

Thats the point!

Dazz

[logiclee]

Incorrect i'm afraid.

No business is obliged to take you on as a customer. It is entirely at their discretion.

.

Wrong,

They are a Franchised Skoda Dealer and the terms of their dealership means they have to carry out any work on cars with a 3 year UK warranty or 2 year pan european warranty.

Cheers

Lee

[cra]

I suppose a dealer is entitled to treat customers as they see fit. People who experience poor customer service will walk to another more customer focussed organsation. I know I would.

I am entitled to buy from wherever I like.

I imagine that Skoda UK would quite like to have a reputation for serving the needs of all customers and not alienating existing brand customers. It is much harder to gain a new customer than it is to retain an existing customer (as someone earlier alluded to).

Over the years, I have been on the receiving end of some pretty shocking service. It is for that reason that I no longer buy particular brands. If a dealer is not living up to the corporate image, then everyone who is responsible in some small way for that brand, as a whole, is tarnished.

If a dealer does not want your business, I think that tells you 2 things:

1. It doesn't appreciate customers. A curious attitude.

2. It is not interested in your custom next time you come to buy a car.

Last time I looked, servicing wasn't being done free of charge, so whether they like it or not, it is a revenue generator for the dealership. Revenue is what keeps the wheels oiled.

If it were me, I'd find out who the Dealer Principal is and write a polite letter, confirming what has happened, state your disappointment and ask for an explanation.

Cheers

Cra

[ecklad]

:confused: Where is it differing from Skoda UK policy? I don't think we really have enough details of the "poor service" to decide this...

What's with going on about the warranty again?

That's not what I'm saying at all. How my local dealership schedules their work and treats their customers is entirely up to them. If I didn't like it' date=' I'd go elsewhere.

That said, my dealership runs a "gold card" service...if you buy a car from them you get free MOTs on that car while you own it, you get discounts on parts and servicing, and other benefits also. So if you turned up out of the blue, you'd be discriminated against for buying elsewhere...are you going to phone up Skoda UK and complain about this practice?

Rob.[/quote']

The 'gold card scheme' blah blah is an attempt by the dealer to retain your

business... Because its important after the little revenue they got from the new car sale that they continue getting money from servicing and dare I say warranty!!!...

Dazz

[redbaron]

Wrong' date='

They are a Franchised Skoda Dealer and the terms of their dealership means they have to carry out any work on cars with a 3 year UK warranty or 2 year pan european warranty.

Cheers

Lee[/quote']

WRONG

No dealer is obliged to perform any work on your car unless SkodaUK tell them to. That is why every warranty claim is authorised with SkodaUK.

[MonkeyHanger]

Easy answer. Buy from a supermarket, don't expect the dealer service a customer will get.

Like it or lump it.

[redbaron]

No you don't ... But if I come to you with my vehicle for servicing and whatever.. You as a business are going to turn me away? If thats the case then you might not be very successfull...

Dazz

why would any business want a customer who was disloyal and unreasonable. I most certainly would not want you as a customer.

I fail to see what any of this has to do with warranty ref Lee..

I fail to see what Lees issue of accident repair has to do with SkodaUK?

[logiclee]

WRONG

No dealer is obliged to perform any work on your car unless SkodaUK tell them to. That is why every warranty claim is authorised with SkodaUK.

Correct but if the warranty work is genuine then the dealer cannot refuse to carry out the work just because you didn't buy the car from them. Nor can they refuse to look at a car in warranty because you didn't buy it from them.

Any dealer that did would soon be loosing it's franchise.

Lee

[redbaron]

Correct but if the warranty work is genuine then the dealer cannot refuse to carry out the work just because you didn't buy the car from them. Nor can they refuse to look at a car in warranty because you didn't buy it from them.

Any dealer that did would soon be loosing it's franchise.

Lee

they can say we dont want your custom find another dealer.. as many subaru dealers and porsche dealers have done with "imported"/grey-black market cars and owners.

your warranty is with skodaUK not the dealer. Why would SkodaUK terminate a dealer who hits their sales targets and gets good feedback from its customers?

they will not be too concerned if one of their dealers doesnt wish to work on cars supplied outside the dealer network.

the dealer simply need say they are too busy to do the work and you are forced to go elsewhere.

[logiclee]

I fail to see what Lees issue of accident repair has to do with SkodaUK?

Skoda UK may be interested to know that one of their dealers has treated a customer very poorly due to where the car was purchased. Especially when this particular customer has bought the brands cars for over ten years and who currently has three Skoda's all in the dealer network.

I would expect Skoda UK would like to ensure such customers are treated correctly.

Cheers

Lee

[logiclee]

they can say we dont want your custom find another dealer.. as many subaru dealers and porsche dealers have done with "imported"/grey-black market cars and owners.

your warranty is with skodaUK not the dealer. Why would SkodaUK terminate a dealer who hits their sales targets and gets good feedback from its customers?

they will not be too concerned if one of their dealers doesnt wish to work on cars supplied outside the dealer network.

the dealer simply need say they are too busy to do the work and you are forced to go elsewhere.

How many more times.

The car is a UK car not an EU import or grey import.

The car was not supplied outside the dealer network.

The dealer didn't refuse the work, he bodged it, left a disabled woman stranded and then blamed the fact that the car wasn't purchased from them.

Cheers

Lee

[redbaron]

Skoda UK may be interested to know that one of their dealers has treated a customer very poorly due to where the car was purchased. Especially when this particular customer has bought the brands cars for over ten years and who currently has three Skoda's all in the dealer network.

I would expect Skoda UK would like to ensure such customers are treated correctly.

Cheers

Lee

ring them up and ask them then... please tell us the results!

I suspect that your response will be polite but nothing will happen as they dont seem too worried when people have problems with genuine dealer supplied cars so their level of interest in "black market" product is questionable...

[ecklad]

why would any business want a customer who was disloyal and unreasonable. I most certainly would not want you as a customer.

I fail to see what any of this has to do with warranty ref Lee..

I fail to see what Lees issue of accident repair has to do with SkodaUK?

Who exactly is being disloyal and unreasonable. Lee has requested a Authorised Skoda retailer to carry out work for him.. He should be entitled to

have that work completed in a professional manner? I beleive a contract has been entered into here?..

As the retailer has a Franchise from Skoda UK to provide cars and services

then IT HAS TO FOLLOW SKODA PROCEDURES!!!! If it does not then it does not deserve to retain the franchise!

I you do not want me as a customer then its my right to complain!..

I would complain to you first then If I got nowhere then back to Skoda UK...

Then you might HAVE to carry out the work then!! or lose your franchise!!..

Dazz

[redbaron]

How many more times.

The car is a UK car not an EU import or grey import.

The car was not supplied outside the dealer network.

Cheers

Lee

so you didnt buy it from a supermarket?

and it was supplied by an Approver Skoda UK Car retailer?

with regard to bodged 3rd party repair work and leaving someone stranded (disabled or not) that is poor service to be taken up with the business owner.

Skoda UK have no control over the accident repair side of its dealer busines.

One question: if you did buy the car outside the UK network (which is unclear from the above.. ) why did you choose to pay main dealer rates for bodywork when much cheaper alternatives are out there?

[ecklad]

ring them up and ask them then... please tell us the results!

I suspect that your response will be polite but nothing will happen as they dont seem too worried when people have problems with genuine dealer supplied cars so their level of interest in "black market" product is questionable...

Whats black market about it?? It has originally come from a Skoda retailer!!

From which country is irrelevant...

Hence by LAW they have to honour any obligations to the car in question!

SIMPLE PLAIN FACT!!!

Lee contact the dealer princple and complain, also contact Skoda CS....

cheers

Dazz

[logiclee]

Who exactly is being disloyal and unreasonable. Lee has requested a Authorised Skoda retailer to carry out work for him.. He should be entitled to

have that work completed in a professional manner? I beleive a contract has been entered into here?..

As the retailer has a Franchise from Skoda UK to provide cars and services

then IT HAS TO FOLLOW SKODA PROCEDURES!!!! If it does not then it does not deserve to retain the franchise!

I you do not want me as a customer then its my right to complain!..

I would complain to you first then If I got nowhere then back to Skoda UK...

Then you might HAVE to carry out the work then!! or lose your franchise!!..

Dazz

Thankyou Dazz

The car is no black market, import, grey or whatever car.

For the last time, IT'S A UK DEALER SUPPLIED FULL UK CAR.

The fact that it's been sold on since new matters not.

Cheers

Lee

[logiclee]

ffelan,

Are you saying any uk, unmodified car bought from

http://www.briskoda.net/forums/f8-for-sale-&-wanted.html

Does not deserve any service from a Skoda dealer?

Cheers

Lee

[redbaron]

i would not expect the same level as service as if i had bought it direct from the dealer no. It would be unrealist to expect them to value my custom greatly.

buti supposed thats wny all manufacuters have "approved used car" schemes which clearly doesnt involve cars bought off a website.

but then i bought mine brand new from a Skoda UK approved dealer. Not via an unauthorised channed.

[logiclee]

i would not expect the same level as service as if i had bought it direct from the dealer no. It would be unrealist to expect them to value my custom greatly.

buti supposed thats wny all manufacuters have "approved used car" schemes which clearly doesnt involve cars bought off a website.

but then i bought mine brand new from a Skoda UK approved dealer. Not via an unauthorised channed.

What sort of level of service would you expect then?

What about paying

[cra]

why would any business want a customer who was disloyal and unreasonable. I most certainly would not want you as a customer.

I fail to see what any of this has to do with warranty ref Lee..

I fail to see what Lees issue of accident repair has to do with SkodaUK?

The mark of an organisation that prides itself in customer service is not how they deal with a customer who is, shall we say, run of the mill, but how they deal with a customer who is either difficult (let's face it some people can be downright obnoxious) or they have a difficult problem.

May I give you an example that happened to me today? Alarm company turn up to fit a new keypad. This was their 3rd visit. Problem diagnosed on 1st visit, part not in stock. Second visit was rescheduled due to a misunderstanding. 3rd visit today.

We paid the callout fee on the 1st visit and for the part. After the guy left, we get a phone call from the alarm company giving my wife the hard sell telling her we really need a maintenance contract and, of course, there would be a