It would be unrealist to expect them to value my custom greatly.

WHAT!

I have purchased four new cars from them and have had them all serviced at the same dealer including the three I currently own.

What sort of level of service would you expect then?

What about paying

Skoda Customer Service Centre

PO Box 114

Wallington

Surrey

SM6 7QJ

Tel: 0845 7745 745 Fax: 020 8288 2440

e-mail: [email protected]

Ring customer services and explain it to them and see what happens. I had cause to get in touch with them last week over a problem with the car and a dealer and I cannot fault them or the way I was treated and the way they resolved it.

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' date=' 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[/quote']

10 years at the same dealer? Involving 3 purchases and servicing of 4 cars? You sound like a pretty loyal customer to me. I'm amazed you are taking this poor service from them as calmly as you are.

If it were me, I'd be parked out outside there with a banger with a notice saying how they are treating a customer of 10 years standing. That should get them to sit up and take notice.

Cra

a: wouldnt take a car to main dealer for bodywork repair. especially one who i didnt buy the car off.

Then it wouldn't be an authorised body repair and you would loose your corrosion warranty.

b: wouldnt leave car with dealer unless they gave loan vehicle thus would never get stranded - but let me guess they didnt offer one as you didnt buy the car there.

Job was to be completed same day so didn't need one and they charge the same no matter where you bought your car from.

c: certainly wouldnt have paid for work that was not up to scratch.

My wife picked up the car and didn't notice the scuffed area and runs

my point is not that the dealer has given you poor service and that is ok - it clearly isnt ok.

my point is that someone who sources a car from outisde of SkodaUK's appointed dealer network should not be surprised when they are not as valued a customer at a dealer as one who sourced their car from that dealer....

Please see my earlier post about dealer loyalty

Cheers

Lee

Look,

Everyone makes mistakes, I could have stood all the problems we have had if they had just said "Sorry"

It was getting fobbed off the first time and then being told that's all you deserve.

I'll ring Customer Services.

Thanks for everyone who has helped.

Cheers

Lee

...

I would be pretty p1ssed off if i had taken my Tuscan or any other car into the supplying dealer for service and not recieved a loan car cos the loan car had been lent to a cust who didnt even buy a car from that dealer. Fortunately I have bought my cars from main dealers who agree with me.

Oh right so when I bought my car new from a skoda dealer' date=' and then moved house, and later learned (from this forum) that the dealer I'd bought the car at had folded what I was [i']actually[/i] doing all along was exhibiting poor customer loyalty and I certainly shouldn't expect Skoda UK to honour my warranty with any degree of courtesy ... and here's me thinking that the customer is always right...

If a dealer told me that he couldn't give me a loan car because "boo-hoo, I've only gone and given them to people who bought their cars from someone else" I wouldn't care at all - since everyone would be paying for their service/work it's entirely the dealer's problem if he doesn't operate enough loan cars. I'd just take my custom somewhere else (that I didn't buy my car from either).

What a right old hornets' nest this is! I hesitate to raise my head above the ramparts, but it seems to me that:

- I don't think Skoda dealers (or any other franchised dealers) make that much money on the sale of new cars. Most of their revenue would come from the servicing side. Therefore, if you take a Skoda to them for paid work (servicing/repairs), it would be unwise of them to treat you badly just because you didn't buy the car there. In fact it would be an opportunity for them to gain you as a customer and hopefully persuade you over time to buy your next car from them as well. Even if you don't you're repeat service revenue, no?

- Even if the work was warranty related, they are still making a profit on it by claiming the parts/time back from Skoda UK. So there's no reason for them to be reluctant to do warranty work for you just because you didn't buy the car there, is there?

- I can see how dealers could be reluctant to be helpful when the car was not even UK sourced. None of their network will have had the sale, and presumably the warranty has to be claimed against Skoda in whichever country the car originated from - possibly loads of hassle. However, as Lee stated, his car was a UK spec, so therefore originally (presumably) from a UK dealer. The fact that he bought it second hand, and where he bought it from, should make no difference to the way he is treated by the service department, should it?

- Presumably Lee had taken the car there for them to quote before agreeing to have the work carried out. So they've agreed to do a job for a price. If they, or Lee, had been unhappy presumably either could have said so at that time. They also offered a courtesy car which subsequently failed to materialise (is that right, Lee?), leaving Lee's disabled wife stranded. Courtesy car problems do happen, and I wonder whether Lee might have been better to reschedule the work. Only he can tell us why he chose not to.

- They then failed to do the job properly, which means the whole saga has to be played out again. It's possible that they think they did a good job, and Lee is just being difficult about it because he doesn't want to pay, or something like that. But then Lee is quite right to take the matter up with Skoda CS to resolve, isn't he? After all that's their job.

Having recently moved house myself, I've started to use a different dealer (where I didn't buy the car). I've had no problems obtaining courtesy cars and on the one occasion that they had a similar courtesy car **** up, they worked flat out to secure me a car. This worked massively in their favour as I loved the car they lent me so much (an Octy II 2.0d Ambiente) I've ordered one. Isn't this an example of why good customer service pays?

These are, of course, just my opinions, and I could be wrong......

I have just read through this thread and am amazed firstly about the treatment that Lee received and secondly some of the comments he has received on this forum. It sounds like some people think that if you buy from a supermarket you should be treated like a second class citizen.

If you pay for anything you should expect a certain level of service, I can understand the scheduling of work and maybe a customer who bought the car from the dealer getting priority, however the quality of work should be the same no matter where the car was bought, I am sure the dealer is making money out of all customers it carries out work for.

I bought my Octy vRS from a car supermarket , I first tried the local dealer but they gave me some spin about only being able to scource a red one they gave me no other options, SWMBO just didn't want red so we tried the local supermarket and got a silver one with a couple of extra's that I wanted, TBH after I paid for the extra years warranty the amount I saved was minimal. The last car I owned was a grey import Nissan Primera and I couldn't fault the service that I received from the local dealership. I am just hoping after reading this thread that my local dealer doesn't have the same attitude as Lee's dealer or some of the people on this board, If so my Skoda relationship may not last quite as long as anticipated

They also offered a courtesy car which subsequently failed to materialise (is that right' date=' Lee?), leaving Lee's disabled wife stranded. Courtesy car problems do happen, and I wonder whether Lee might have been better to reschedule the work. Only he can tell us why he chose not to.

- ......[/quote']

Didn't need a courtesy car as they assured her they could do the work in a day. She dropped the car off in the morning but on collection the car wasn't ready and wouldn't be ready until late the next day.

She had arranged transport from and to the dealers but was stuck at the dealers when the car wasn't ready. The dealer refused to get her home so she used a Taxi.

Cheers

Lee

Havn't enjoyed a thread so much as this since I joined. A few more thoughts.

Lee says this is a UK car, "nearly new" when he bought it. Therefore it must originally have been sold by a UK franchised dealer whether direct to the supermarket or to someone else who sold it on matters not. This is no different to getting a car from one Skoda dealer and taking it to another for service. The fact there are intervening sales transactions is irrelevant. The car was originally sold by a franchised Skoda UK dealer. This happens all the time with lease cars. Lease companies choose the supplying dealer on the basis of the deal offered; not proximity to the drivers address. The driver has the car maintained where it is most convenient to him/her at the time maintenance is required. Sales and workshop are different profit centres so why should the service manager be concerned where the car was sourced? Perhaps Sales are leaning on him for one reason or another. It is 05 plate PDI time .

Given Lee has all his Skodas serviced there, I am amazed at the service managers attitude. He seems hell-bent on alienating Lee. If, given the opportunity, the service manager won't resolve the issue satisfactorily I would escalate it to the dealer principal, not forgetting to tell the service manager of my intention. If there is no joy there thats the time to go to Skoda UK (forewarning the dealer principal and copying him in on anything written) who as the brand owner should be concerned to protect the brand in their own interest and that of all franchised Skoda dealers. I'd bet that at the least guidelines are laid down for dealers to follow and incentives offered to encourage them. This is pretty standard VAG practice isn't it?

Why did Lee buy his car at the supermarket? Probably because they had just what he wanted and maybe local dealers did not and/or were asking over the odds. After all, its said there is more money in used cars than new these days . He might equally have bought it from an auction, an individual or a traditional used car dealer. What's the difference?

BTW Lee, how did the service manager come to know you'd purchased the car from a supermarket? Did his guess strike gold?

Didn't need a courtesy car as they assured her they could do the work in a day. She dropped the car off in the morning but on collection the car wasn't ready and wouldn't be ready until late the next day.

She had arranged transport from and to the dealers but was stuck at the dealers when the car wasn't ready. The dealer refused to get her home so she used a Taxi.

Cheers

Lee

OK, thanks for that. In that case I think they should have rung to let her know about the delay before she left to collect the car, don't you?

If, given the opportunity, the service manager won't resolve the issue satisfactorily I would escalate it to the dealer principal, not forgetting to tell the service manager of my intention. If there is no joy there thats the time to go to Skoda UK (forewarning the dealer principal and copying him in on anything written) who as the brand owner should be concerned to protect the brand in their own interest and that of all franchised Skoda dealers.

Absolutely - couldn't agree more.

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!!!...

But I didn't buy my car new...so they were operating to their own margins on that. Either way, by being a customer who bought my car from them, I am getting a preferential treatment over a customer who didn't buy from them.

And never at any point did I say that the service Lee has received was acceptable...I was just saying it didn't surprise me that someone who bought a car from a supermarket wasn't given special treatment by a dealer.

Ultimately businesses will look after their most loyal customers...if Lee bought a car from elsewhere (and not even another dealership, but a supermarket), it throws into question his loyalty. I doubt they're trying to alienate customers, but they the effort to retain a customer will be proportional to the revenue produced by that customer. Awkward customers who buy elsewhere are not good customers.

However, what I have been questioning is what whinging to Skoda UK about it will do - the dealer is operating as a franchise, they are not part of Skoda UK. Complaining to the dealer themselves would be far more effective.

Rob.

Why did Lee buy his car at the supermarket? Probably because they had just what he wanted and maybe local dealers did not and/or were asking over the odds. After all' date=' its said there is more money in used cars than new these days . He might equally have bought it from an auction, an individual or a traditional used car dealer. What's the difference?[/quote']

We were looking at two at the time, the price to change wasn't that different between the dealer and the supermarket. The supermarket just happened to have the 1.9TDi we wanted and the supermarket car had aircon, the dealers didn't.

Both the dealers car we were looking at and the car at the supermarket had come straight from VAG fleet and had nearly identicle number plates and the same PDi stamp. Look at Skoda's used car website and there are a lot of cars with AD,AJ,AE or similar prefix letters, they all come from the same place whether they are for sale at the dealer, auction or supermarket and they are mostly ex-VAG fleet cars.

BTW Lee, how did the service manager come to know you'd purchased the car from a supermarket? Did his guess strike gold?

May have something to do with the supermarkets name on the number plates and the name on the tax disc holder.

Cheers

Lee

However' date=' what I have been questioning is what whinging to Skoda UK about it will do - the dealer is operating as a franchise, they are not part of Skoda UK. Complaining to the dealer themselves would be far more effective.

Rob.[/quote']

The franchisee will be contracted to support the franchisor's brand values etc., etc. He is the local face of Skoda UK. The franchisor has the ultimate sanction - termination or non-renewal of contract. Absolutely agree about complaining, go through the dealer's hierachy first but if no joy Skoda UK should be next.

Both the dealers car we were looking at and the car at the supermarket had come straight from VAG fleet and had nearly identicle number plates and the same PDi stamp. Look at Skoda's used car website and there are a lot of cars with AD' date='AJ,AE or similar prefix letters, they all come from the same place whether they are for sale at the dealer, auction or supermarket and they are mostly ex-VAG fleet cars.

Cheers

Lee[/quote']

My underlining in the quote. Presumably dealers get first refusal

The franchisee will be contracted to support the franchisor's brand values etc., etc. He is the local face of Skoda UK. The franchisor has the ultimate sanction - termination or non-renewal of contract. Absolutely agree about complaining, go through the dealer's hierachy first but if no joy Skoda UK should be next.

:iagree: That's exactly right, I used to work for a car manufacturer and terminations were an infrequent but routine result of repeated customer complaints. It's an inevitable result of the shady tradition of Arthur Daley-type car dealers that manufacturers get heavy-handed. The millions spent on marketing by the manufacturers are so easily undermined by unscrupulous (and frankly small-fry) dealer franchises who forget that their main function is to offer after-sales support :ashamed:...

Ultimately businesses will look after their most loyal customers...if Lee bought a car from elsewhere (and not even another dealership, but a supermarket), it throws into question his loyalty.

Rob

I think you have to put this into context, though. Car purchases are pretty emotive transactions. People get turned on by the prospect of a new car.

When I am looking for a new car, I travel far and wide and never solely buy on price. I want reassurance that the seller is genuine, above board, etc..

If a Skoda dealer doesn't have what a punter is lookin for, then can you blame the punter for looking elsewhere?

Loyalty is a 2 way street. I don't accept this notion that some customers are disloyal and some are loyal.

If people get good service, they will tend to stick with a particular dealer IF that dealer is able to offer the kind of deal that the punder wants.

If we both book our cars in to, say, your dealer and both are happy paying

I can't beleive the tone of some of the posts in this thread. Some of you almost suggest that Lee deserves the poor treatment metered out to him.

I've just bought a 4yr old Octy last month from dealer (1) 60 miles away, whilst my local dealer (2) is only 5 miles way. As to be expected, I'll be using the nearer one for servicing & warranty work.

To choose my Octy, I visited dealer (2) first. They had a T reg @

My underlining in the quote. Presumably dealers get first refusal

At the time I was lead to believe that all VAG-Fleet and Euro Fleet cars go through an auction. Skoda buy as required to put them through their used car system and dealers can then get them through the Skoda network.

Cheers

Lee

At the time I was lead to believe that all VAG-Fleet and Euro Fleet cars go through an auction. Skoda buy as required to put them through their used car system and dealers can then get them through the Skoda network.

Cheers

Lee

they go through closed auction first "approved" dealers have first pick....

anything they dont want goes public and ends up in nonfranchised outlets.

Nearly all company cars are bought somewhere else and a damn sight cheaper than you or I can get them ...and I have yet to see a dealer turn them down for not buying from him...because they have a lot more clout ...but if the service is really bad why not get in touch with the paper you can guarantee they would love to do a piece about a bad Skoda dealer or even better threaten the dealer with it I am sure his attitude would change

Hmmm.Plenty of nonsense here

When I bought my Audi from an independant ,sell all makes general garage I still went to an Audi dealer for servicing and received exactly the same level of service as someone who had bought a car from an Audi dealer.Collection for services ,free valets etc

Any skoda dealer who does not offer a proper service for anyone with a skoda where ever it came from needs a kick up the bum from Skoda UK.

It reflects on the whole of what Skoda is,wants to be and possibly is becoming...one of the best cars to own with good dealers(mostly) and cars.

Feel so sorry for those who have crap dealers.Another plug for my lot,Auto Sales Cannock