"EXCELLENT CUSTOMER SERVICE AT CITYGATE WATFORD"

[Nels]

I really feel that I must let everyone know that my dealer has displayed the most excellent customer service of any dealer I have ever used. I love a good old moan and would not hesitate in critisising poor customer service, in fact it was slightly poor service which lead to them coming good in the end.

Anyway I will get to the point now, last year when I purchased my Rapid Sport the dealer offered to put lowering springs on it for me, before they did I asked, will you be doing the wheel alignment once it's done? No they said it won't need it. I queried this because lowering a car adds negative camber ( tyres wearing on the inside) and they checked for me and again so no it's fine.

Now bearing in mind they did this in June 15, I noticed 2 weeks ago that my tyres were heavily worn on the inside, just as I predicted they would be. I was mortified but assumed that after 10 months and 10,000 miles they would say it's impossible to prove this is due to the car being lowered and I'd spend the next few months arguing the toss and getting nowhere.

Well the car went in yesterday morning and by 3pm Glen from Citygate Watford calls me to say that it's been checked and the alignment is really out, it supports your suspicions and I've spoken to the dealer principle and he's agreed new tyres and free 4 wheel laser alignment at no cost to me and they are sorry and imbarrassed that this has happened. Now I know it shouldn't have happened but for the dealer to be so honest after making the mistake and offering this is in my opinion well worth a mention. When I collected my car today Glen was again very apologetic and big enough to admit that they have learned that you do need to do wheel alignment after lowering a car.

Skoda UK you could learn a lot from Glen and the people at Citygate Watford because they have left me very impressed and I will now make sure I use this honest dealer for any future servicing. No ones perfect and they have made mistakes but at least I know they aren't out to rip me off. Thank you.

[chrisgreen]

This is fantastic news, and great to hear a good dealer service story for once.

[Nels]

Thanks Chris, it was refreshingly nice to write something positive for once lol

[UdayP]

I use the same dealer to do my servicing and MOT. I have had a minor service 18 months ago on my Octavia and the service manager at the time was kind enough to tell me what items I should prioritise in repairing or replacing first. He was not overly pushy and gave me really good rates on replacing my front discs and pads. They even did a collection and drop that was out of their radius with no extra hassle! A full detailed outline of the work done on the report and a bar of chocolate too.

6 months ago I never hesitated to go back to them for my MOT and service. I even bought a service pack for 2 years and 2 MOT which covers a major and minor service.

The service manager kept me informed on the progress of my MOT and service throughout. This means he called me while I was at work to give me updates on if I wanted to do any work with some minor items. Sent me a link of a video of my service report so I could make my own judgement.

Every year they also give me a free summer or winter health check to make sure my car is ok. They have never been late to collect my car, never dropped it late or try to oversell anything. They are honest and very helpful always giving me competitive quotes on repairs.

Well done citygate watford!

[Nels]

I use the same dealer to do my servicing and MOT. I have had a minor service 18 months ago on my Octavia and the service manager at the time was kind enough to tell me what items I should prioritise in repairing or replacing first. He was not overly pushy and gave me really good rates on replacing my front discs and pads. They even did a collection and drop that was out of their radius with no extra hassle! A full detailed outline of the work done on the report and a bar of chocolate too.

6 months ago I never hesitated to go back to them for my MOT and service. I even bought a service pack for 2 years and 2 MOT which covers a major and minor service.

The service manager kept me informed on the progress of my MOT and service throughout. This means he called me while I was at work to give me updates on if I wanted to do any work with some minor items. Sent me a link of a video of my service report so I could make my own judgement.

Every year they also give me a free summer or winter health check to make sure my car is ok. They have never been late to collect my car, never dropped it late or try to oversell anything. They are honest and very helpful always giving me competitive quotes on repairs.

Well done citygate watford!

And that's how to run a successful business in my opinion, make customers feel like they are valued and build trust. It's kind of why I bought the car from them in the first place. Any issues I've had with them in the past were because Skoda UK had to get involved. Skoda Uk messed up what my service pack consisted of and Citygate said don't worry we will honer it if Skoda Uk won't.

[UdayP]

Exactly! They are listening to their customers and I have found they can give competitive prices for work if I get a quote from somewhere in the same area. That way I get genuine parts and dealer warranty on the parts such as brake pads.

[RickTT]

Really positive to hear, keep customers happy = customer retention.