Not sure if this is the correct place to post/ask about this but if not could someone move it to the best place.

 

I've got an issue with my dealer on a new car I purchased back in December and they have been giving me the runaround for more than a month now. I've decided to put my complaint in writing giving them 14 days to solve the problem (It's already been over a month since I reported it). I've CC'd the letter to SUK (Skoda Customer Services, Select A Post 34, Sheffield S97 3FA) with an explanatory cover letter explaining the problem and complaint.

 

Has anyone else had to contact SUK directly to make a complaint and if so how long does it take to get a response?

This way you get a call back within 24 hours, and you go from there,  raise a case or whatever.

Have everything confirmed in writing with them.

 

http://skoda.co.uk/about-us/contact-us

 

There is a recent thread going on in Roadside Hotel section on the same subject.

Edited 22 July, 201411 yr by goneoffSKi

Not sure if this is the correct place to post/ask about this but if not could someone move it to the best place.

 

I've got an issue with my dealer on a new car I purchased back in December and they have been giving me the runaround for more than a month now. I've decided to put my complaint in writing giving them 14 days to solve the problem (It's already been over a month since I reported it). I've CC'd the letter to SUK (Skoda Customer Services, Select A Post 34, Sheffield S97 3FA) with an explanatory cover letter explaining the problem and complaint.

 

Has anyone else had to contact SUK directly to make a complaint and if so how long does it take to get a response?

Whats the issue and who is the dealer?

I ordered a brand new Octavia vRS with a few extras, one of which was the black design pack. Instead of fitting the black grille I paid for they spray painted the chrome grille black and handed it over thinking I wouldn't find out.

I found out as nothing sticks to chrome properly and surely enough it's all flaking off.

Phoned up to question them and find out (what I already knew) if they had indeed just spray painted the grille and they avoided answering me for nearly a month so ended up just walking into the garage and asking them face to face. Since then I've not been contacted to fit the correct grille despite them saying they would phone within 2 days....that was more than 2 weeks ago now.

Edited 22 July, 201411 yr by JamesVRSmk3

Are you talking directly with the Dealer Principal rather than some other employee.

 

You had best just contact Skoda UK, via the Message System and tell them the story tomorrow when they call you.

 

They will contact the Dealership to get their side of the Story

It should be resolved by the Weekend and the Dealership can order the correct parts you paid for. & arrange the fitting of them.

If you do not trust them, have them arrange for some other Professional Establishment to do the work.

 

george

I'm dealing with the Aftersales Director. I'll fill in the form tonight then.

It may be worth speaking to another dealer about it if you are not happy with the current one.

Spoke to Skoda and they said as I've sent a letter directly to them there is no need to speak to them on the phone as they will use that to setup the case and then will phone me within 2 days. Just checked Royal Mail tracking and the dealership got their letter this morning but Skoda UK didn't so guess they will hopefully have it by tomorrow and I will have a call by Friday.

Was there a satisfactory resolution to this?

 

george

it's bloody disgusting.

 

No apology for calling them a Main STEALER in this case.

Well the correct part is now fitted so satisfactory in that sense. Still can't believe what they did though!

After firing off the letter within an hour of it being signed for the next day the chap I addressed it to phoned me. He isn't actually based in the office I sent it to (he runs the dealership group) so someone must have scanned and sent him a copy.

He apologised profusely for what had happened. The stupid thing about it all was the part had arrived and was just sitting in their workshop for around a week so they could have fitted it when they said they would but they still hadn't bothered phoning me. He arranged for my car to be collected from my place of work and dropped it back by the end of the day with the real grille fitted.

The letter to Skoda UK never arrived despite being sent 1st class recorded delivery (still showing as not delivered on Royal Mail website). You cannot however complain to Royal Mail for a refund until something like 14 working days after the delivery date. That's another complaint for another day though!

Glad it's fixed anyway.  The Sheffield bulk mail address you wrote to looks like Capita who must operate the 'customer service centre' for Skoda UK.  That would make my heart sink!

 

Quit while you're head and enjoy the car

In my experience, contacting them via email gets a very rapid response. They say 48 hours but it's usually quicker than that.

 

Whether or not they (SUK) will deal with your complaint properly is another matter.