Hi all,

Do Skoda as a brand send out satisfaction surveys after purchase? To rate your buying experience etc. I haven't received anything yet, just wondered as our car was delivered with a dent and various scratches which we are trying to get resolved via the dealer and it's like pulling teeth.

Thanks all.

I was asked to rate very thoroughly by an independent agency.

Yes, I've had one everytime usually about a 2-3 weeks after delivery. I've had a one a few days ago for my latest Yeti. I also get one after each visit to the dealers, services etc. You get to choose if you want the dealer to see the results.

Just Contact Skoda UK Customer Services Direct over issues with one of their Official Dealerships.

There is contact details on the Website.

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

 

What is the Dealer Principal saying about the condition of the car they supplied.

Do you have it all in writing between the Dealership Sales Executive, Finance Director & the Dealer Principal?

 

Did you not inspect the vehicle at hand over, or what happened at that time and when was the damage first spotted?

Edited 25 September, 20169 yr by Offski

Just Contact Skoda UK Customer Services Direct over issues with one of their Official Dealerships.

There is contact details on the Website.

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

What is the Dealer Principal saying about the condition of the car they supplied.

Do you have it all in writing between the Dealership Sales Executive, Finance Director & the Dealer Principal?

Did you not inspect the vehicle at hand over, or what happened at that time and when was the damage first spotted?

I was asked to sign all paperwork 2 days before receiving the car.

Spotted dent as soon as I drove in to collect and they sorted it after 3 weeks. Mentioned the scratches (through to the metal) on pick up day after getting home, they touched it up with the wrong colour, not happy. Also the glovebox door handle looks like it was kicked around the car park before fitting, they said they can't sort that.

Will be complaining until it's sorted. I have an email trail for all conversations.

you say the scratches were "touched up", on a new car the relevant areas should have been resprayed to showroom condition

Edited 25 September, 20169 yr by bluecar1

Sounds a totally unsatisfactory hand over and that is the person handing overs fault then and since.

The Dealer Principal should have his or her employees on the case.

 

Skoda UK will say it is down to the dealership but if you raise a case on Monday the dealers attitude should change before the day is out.

 

Please tell us who the Dealership was after it is all settled.

They can get the bad review and then the update when they act as they should.   Car as Showroom Condition before next weekend.

you say the scratches were "touched up", on a new car the relevant areas should have been resprayed to showroom condition

Photo attached of touch up area on sill, not even the same colour. Car is 3 weeks old.

They are not doing very well as a Skoda Dealership for Customer Satisfaction.

 

If you pop the Dealership name on here you can be sure that Customer Services will see that by Monday anyway.

I'm due a call next week to hopefully get this rectified. I've had to chase every few days since I got the car.

I agree they should have picked up these things prior to handover.

Will keep you posted as to what happens.

that is not acceptable on a brand new vehicle

 

try reminding them of the option to reject car, that is their first attempt to repair, they have 2 left

I was asked to rate very thoroughly by an independent agency.

Yep, same experience as me. I think I've filled in about 3 of them since I received the Yeti.

I have been asked for feedback on servicing before, and believe me it makes a difference.  I rated the dealer that did my service badly on a couple of issues (for example forgetting to refit the bolts to the under-engine cover) - this means that I had to take it back to get it sorted.  This impacts their score with Skoda UK, which impacts the bonus they get from them.  The service manager called me, agreeing they had deserved what I had said and letting me know it had essentially ruined their very good customer satisfaction score.  To his credit, he was determined to strive to get it back, rather than being defensive or abusive.

 

Also, my experience of contacting Skoda UK directly was also good - they want to know about things not being right with dealers because, in the words of the guy I talked to about my case, they can take away franchises as well as give them out.

Mine won the VW/Skoda dealership of Australia award for 2014, I seem to recall.