I ordered my Superb Combi L&K end of April 2014

 

Was told in mid June, all on track and set for delivery first week in July ... (happy days )

 

On June 27th was told that the car was coming off a ship that had docked on the 24th.

 

On June 30th was told I would have the car on July 4th or 5th.

 

On July 3rd at about 4pm I phoned them to find out , which day..... only to hear, "oh, we got our wires crossed" ..... the car only landed in Ireland on July 2nd and it will take another week to get to the dealer......

 

This does not instil great confidence in customer service..... I had to phone them ...... (were they gonna keep it a secret , wait till I just turned up to tell me , oh no car.... ) They really F***'ed up my weekend..... I told the guy this,,, the response was ... "the good news is, there will be another weekend"  ... (poor service) !! (and I haven't even taken delivery yet!) :(

 

I had to ask for it , but they did give me a loan of a car for a week . ( a 08 ford fiesta) Petrol ...as I had sold my old car privately.

 

Just read a very impressive post http://www.briskoda.net/forums/topic/320307-well-shes-home/ where the dealership seems to be outstanding with the sales and delivery service.

 

Am I being naive , is my experience typical of Skoda Dealership or should everyone expect the experience of http://www.briskoda.net/forums/topic/320307-well-shes-home/ ???

 

I would like your opinion?

Edited 4 July, 201411 yr by onslimited

I can only comment on my experience, and it was very, very good, car ordered on March 8th, built 1st week of June, delivered to the dealer 3rd week June and I collected last week... 

 

The dealer and Kate in Skoda customer services were fantastic... The dealer knew that I had spoken to Skoda on another matter and Kate had promised to call me every two weeks with an update, and true to her word she did, she even called on Monday to see if the car was OK after I had collected it.. 

Stuart, you seem to be blessed with the people and dealer you choose.

 

I wonder, should I contact Skoda customer service ? or am I just stuck with a Skoda dealer that on the face of it does not give a ****.

Don't forget that the delivery of your car to the dealers is something they have very little control over-that's all down to Skoda and who ever has the transport contract. My dealer was upfront when I ordered mine. He said it was in the big holding centre on the continent but which ship they put it on or how long it would take after that would depend on the current demand. So although they gave you some duff info they then had no power to try and solve it.

easy for me to say I guess but I'm sure it'll fade once you get the car and hopefully you'll get some decent treatment from them when things are totally in their control.

good luck with your new car.

I take you point littleade ,

 

but , to be told on various occasions that the car was already in the country and that is was due to be picked up on July 4th or 5th ..... and then to be told ONLY after I phoned them an hour before close of business on the 3rd that it would be another week.... their attention to customer service is poor to say the least  and the flippant attitude makes it worse. 

 

Hopefully, my experiences with get better, and yes , I am disappointed at the moment and probably a bit like a disappointed kid on Christmas morning.... :( .

 

But in saying that, this is the most money I have ever spent on a car and it was hard earned. One would like to expect a little better customer service than that received to date.

Sorry to hear mate and totally agree with littleade that it is out of their control till they get it.

Picked up my L&K Combi on July 3rd, ordered April 25. Dealer was I regular contact on email on various things like warranty extension and service plan and updated me on progress as we went along. Build week was shuffled up a couple of weeks along the way. Overall had a fantastic first time buyer experience with my dealer.

Sounds like you've had a bad experience, which can happen, but the dealer should do something to alleviate your pain!

Stuart is right in that when you take delivery, you'll soon forget the dramas!!!

raygun57

 

so you have your car 2 days.... whats spec did you get , do you have any pictures , I assume your happy so far

 

Massively happy. The legroom in the back is insane.

cool

 

congratulations !!!!

 

looks good , nice colour too !

Nice plate protection.

Love that colour! Congrats

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in your opinion is the L&K worth the extra over the standard (without L&K)

I'm not saying you shouldn't be dissapointed as I would have been too and so far the dealer has fallen short of both what you and anyone else would expect..... but... hopefully it will improve dramatically when you finally pick her up. Out of interest is it a multi franchise and/or a multi location dealership as certainly SUK seem to be going down that route which in general results in poorer customer service. I'm lucky that there are 2 independents local to me though......

the dealer is a local dealer: In Ireland, Skoda apparently encouraged VW and Merc dealers to take the Skoda dealership a few years ago. 

 

(for less money than I am spending on the Superb, I could have purchased a new Merc.)

Colour's lovely

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I wonder, should I contact Skoda customer service ? or am I just stuck with a Skoda dealer that on the face of it does not give a ****.

Sorry to hear about that. What kind of reputation do they normally have? If there are any issues at all at collection I'd be straight on to Skoda. Skoda Ireland do take customer issues seriously in my experience and the dealers are under a lot of pressure to maintain good customer service. I deal with a Dedicated Skoda dealer and they seem to be very conscious of not attracting any undue attention from Skoda HQ and appear to be audited heavily by Skoda.

you're obviously dealing with one of the dealers with Skoda as an add on brand, probably because they lost the Audi brand as happened with a few! I had a brief experience with one of them and I sensed an arrogance there alright. Spending around €40k on a car you deserve decent attention and I'd be making a fuss if they fall short on anything else.

My dealer screwed up on some factory ordered spec a few years ago but they were very apologetic, gave me a car for 8 weeks while they ordered another car for me. I put it down to human error and because they were so professional I didn't hold against them. A slightly different approach by them and I wouldn't be dealing with them now. Doesn't take much to be professional with customers.

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in your opinion is the L&K worth the extra over the standard (without L&K)

Well I looked at it this way.....I was paying €36k for an elegance versus a little over a grand extra for an L&K so may as well go for the very top spec if you're spending that much on a Skoda. IMO it's worth it as the L&K does look that bit more special and the sound system is nice. KESSY can be handy but wouldn't buy an L&K just for it. Might attract a bit more interest at resale time hopefully as they are rare over here. Now I have had a few issues with my one as you might see on other threads but I'm putting that down to bad luck.

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The way I specced up the elegance it was actually more expensive to get the Elegance than the L&K. But because "residuals" are based on the basic model price the elegance would have had a lower resale than the L&K so it was a no brainer except for the issue of the brown leather interior which I had not seen and just had to order on faith.

Very pleased with the decision.

The way I specced up the elegance it was actually more expensive to get the Elegance than the L&K. But because "residuals" are based on the basic model price the elegance would have had a lower resale than the L&K so it was a no brainer except for the issue of the brown leather interior which I had not seen and just had to order on faith.

Very pleased with the decision.

 

if you look at the pictures you see on the internet, including my own I posted the brown leather looks horrible.. Lol it looks way too light in pictures but in reality it does look nice, it is a real dark brown, and with certain colours it does look a good combination, my Cappucinno beige for instance .. 

It's weird how it looks in photos compared to in real life.

I even tried to take a photo of the interior yesterday and gave up as it would have been misleading to post. Dark chocolate is the colour not mid-brown that appears in the photos. I think it looks great!

I have said before on this forum that I did not like the photo and got Skoda uk to supply a swatch which convinced me to buy the L and K.

Thanks Superb170 and thank you all for your comments !

Edited 6 July, 201411 yr by onslimited

Sorry to hear about that. What kind of reputation do they normally have? If there are any issues at all at collection I'd be straight on to Skoda. Skoda Ireland do take customer issues seriously in my experience and the dealers are under a lot of pressure to maintain good customer service. I deal with a Dedicated Skoda dealer and they seem to be very conscious of not attracting any undue attention from Skoda HQ and appear to be audited heavily by Skoda.

you're obviously dealing with one of the dealers with Skoda as an add on brand, probably because they lost the Audi brand as happened with a few! I had a brief experience with one of them and I sensed an arrogance there alright. Spending around €40k on a car you deserve decent attention and I'd be making a fuss if they fall short on anything else.

My dealer screwed up on some factory ordered spec a few years ago but they were very apologetic, gave me a car for 8 weeks while they ordered another car for me. I put it down to human error and because they were so professional I didn't hold against them. A slightly different approach by them and I wouldn't be dealing with them now. Doesn't take much to be professional with customers.

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Well I looked at it this way.....I was paying €36k for an elegance versus a little over a grand extra for an L&K so may as well go for the very top spec if you're spending that much on a Skoda. IMO it's worth it as the L&K does look that bit more special and the sound system is nice. KESSY can be handy but wouldn't buy an L&K just for it. Might attract a bit more interest at resale time hopefully as they are rare over here. Now I have had a few issues with my one as you might see on other threads but I'm putting that down to bad luck.

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Thanks Superb170 and thank you all for your comments !

Sorry to hear about that. What kind of reputation do they normally have? If there are any issues at all at collection I'd be straight on to Skoda. Skoda Ireland do take customer issues seriously in my experience and the dealers are under a lot of pressure to maintain good customer service. I deal with a Dedicated Skoda dealer and they seem to be very conscious of not attracting any undue attention from Skoda HQ and appear to be audited heavily by Skoda.

you're obviously dealing with one of the dealers with Skoda as an add on brand, probably because they lost the Audi brand as happened with a few! I had a brief experience with one of them and I sensed an arrogance there alright. Spending around €40k on a car you deserve decent attention and I'd be making a fuss if they fall short on anything else.

My dealer screwed up on some factory ordered spec a few years ago but they were very apologetic, gave me a car for 8 weeks while they ordered another car for me. I put it down to human error and because they were so professional I didn't hold against them. A slightly different approach by them and I wouldn't be dealing with them now. Doesn't take much to be professional with customers.

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received a call from the garage: the  car should be ready for collection Thursday evening or Friday morning of this week