Tarted up dealerships - good or bad?

[mangochutney]

I've been happy enough with Hortons (Lincoln) for quite a while now, but lately they've had a £1m facelift.  Probably no different from anywhere else, and doubtless all driven by SUK, but what we now have is this:

 

1  Smart new all-white showroom - nice, but absolutely sterile.

2  No access to anyone (service, spares, sales, whatever) without first having to go through an initial reception desk placed at the entrance.

3  Having to wait (not enough seats frequently - there are about 6) every time for someone from service to come to talk to you.  That applies whether you're delivering or collecting a car for service.

4  Having to pay (inevitably) for the reception staff, who do nothing but act as a barrier between the 'real' staff and the customer.

5  Never being able to get straight through to service on the phone - it always involves their calling back, sometimes quite quickly, sometimes not.

6  Nice surroundings, coffee machine etc, but a real sense of having to pay for it all.

 

Is this happening everywhere?  Presumably it's all an image thing, but it's tempting me to go back to the much smaller, but much friendlier, 'scruffy' VW specialist in Lincoln where I know the work to be good (I'm sure they'll be as competent with Skoda as they are with VW for obvious reasons) and where there are no barriers like this.

 

Just me, perhaps?

[Coops]

Yes it'll be dictated by SUK (but funded by Horton) and seems to be the way forward for some manufacturers. 

 

Gone are the days when you could walk in and have a chat with the Service Desk!

 

 

[ahenners]

My local (Simpsons Preston) has the all white refurbishment etc. but I can still go in and speak directly to parts or servicing staff etc. It's just like it was before but a bit nicer inside. Never found a reason to complain about the dealership facilities.

[Ootohere]

mangochutney, welcome.

Best go to that VW Specialist and give them your support and custom.

[mangochutney]

14 minutes ago, Awayoffski said:

mangochutney, welcome.

Best go to that VW Specialist and give them your support and custom.

I really don't want to - I've been happy enough with Hortons - but these recent changes are driving me in that direction, and that's obviously quite the opposite of what Skoda and Hortons are trying to achieve.  I was just curious to know whether this is happening across the country, and whether people are happy with the set-up.

 

For example, on a recent visit, I'd estimate that the new reception procedures added around 20 minutes to the waiting time for the vehicle.  Another guy in there was hopping mad about it.  I was more sanguine, not being in a particular hurry that day, but if I'd been in a hurry I'd have been spitting feathers!

[Ootohere]

Be sure to ask the Front Desk Receptionist for a Customer Satisfaction Survey, or better Email the Principal Dealer and ask for one to be sent as you were not given one.

Then when the Skoda UK Customer Services partner Survey Firm call remember to mention the lack of form from the Dealership.

They are 'Simply Clever' and like mentioning Customer Satisfaction.

[Aspman]

As Coops says it's most likely nothing to do with the dealer. These demands for new shiny 'corporate' styled sites come from the manufacturer. Either the dealer funds the new build or they lose the franchise. I'm aware of quite a few dealerships that have given up franchises rather than meeting the demands. I also know one that paid out more than a million quid for a new building to meet requirements.

 

As long as it's not rat infested I'd rather get a decent deal than pay extra for the shiny site.

[mangochutney]

10 minutes ago, Aspman said:

As Coops says it's most likely nothing to do with the dealer. These demands for new shiny 'corporate' styled sites come from the manufacturer. Either the dealer funds the new build or they lose the franchise. I'm aware of quite a few dealerships that have given up franchises rather than meeting the demands. I also know one that paid out more than a million quid for a new building to meet requirements.

 

As long as it's not rat infested I'd rather get a decent deal than pay extra for the shiny site.

"Lincoln car dealership set for £1.3 million transformation"    -  that was this one (Horton Skoda).  

 

Very difficult to see how they can recoup that sort of money without substantial increases in labour rates - or corner-cutting.  That's what bothers me about all this - there's only one person that can pay for it, and that's the customer, even though in reality the customer service is actually reducing because of the loss of direct communication and the delays introduced.
 

Edited 31 March, 2017 by mangochutney

[vrskeith]

Two Skoda "local family" run and Skoda loyalty near where I live and who I have dealt with since 2003 . One in Oxfordshire and the other in Wiltshire about 3/5 years were given an ultimatum of invest £2m of your money on a SUK standard new look facility /culture, but also move from your "local" well groomed and develop Skoda loyalty base to a location some 10plus miles away. Both dealership at excellently trained technical and sales staff fully committed to their community. Outcome ,both refused and were given short shrift by Skoda. Given about 6months of continued new sales, after which only used and service contract would be extended. One now a Subaru Dealership with Skoda used and Skoda approved servicing. The other Skoda used and servicing for locals, otherwise general auto sales and service.

Both were homely ,yet top class professionally run businesses with a wide reputation for quality of their operation, albeit you couldn't " eat you dinner off the floor facilities".

However, in my professional opinion these businesses were a big loss to Skoda UK and loyal communities.

Sorry Skoda UK, as a previous loyal Customer you lost me with that move.

As a Customer I was never approach via a questionnaire as to what I wanted on offer from my local dealerships.

 

 

[Ootohere]

Skoda UK used to be quick at doing press releases when they were getting high results in consumer surveys, 

i must of missed where the CEO big upped this result.

http://motortrader.com/surveys/nfda-dealer-attitude-survey-winter-2015-11-03-2015

I wonder how Winter 2016 was for the Skoda placing.

[bspman]

12 hours ago, vrskeith said:

As a Customer I was never approach via a questionnaire as to what I wanted on offer from my local dealerships.

 

 

 

No doubt some hot-shot with an MBA has come in and wants to make his mark. All too often senior people are completely out of touch with the day-to-day operations of the business and gradually ruin it until it's run into the ground. They move on before the poor results of their work are visible and get a nice bonus and pat on the back for meeting some kind of target.

Edited 1 April, 2017 by bspman
fixed to-> too

[Ootohere]

Skoda UK Brand Director Alasdair Stewart was offski to bigger and better things in the VW Group as the sharn hit the fan with the emissions scandal, Jan 2016 (Edit.  New job again... Dec 2016) http://linkedin.com/in/alasdair-stewart-b4b0a427 

and in came the new boy, or back he came.

http://uk.linkedin.com/in/duncan-movassaghi-a0b6ba9 

 

 

Edited 31 March, 2017 by Awayoffski

[YS53]

I don't often go near main dealers (occasionally have to for genuine parts) but I also hate the modern corporate style of dealers premises.I agree they are far too sterile and 'remote'  as posted earlier .

[io1901]

Bad - as it drives a lot of family run dealers to either;

 

1. Give up the franchise,

or

2. Sell up to the larger chains.

[camelspyyder]

Hortons is OK, but Westgate is...cheaper.

 

Same modern showrooms, neither applied any pressure to get the sale done but the bottom line in Grimsby beats the one in Lincoln (and its only 37 miles away).

 

 

 

 

Oh, and having tried both of them, I'm happier with the servicing at Westgate, even though I bought one of our cars from a 3rd dealer (Pentagon in Scunny)

 

 

Edited 4 April, 2017 by camelspyyder

[Chris]

Horton's had the reception desk before...At least they did in the tent. 

 

My local dealer (ALS Autos) were Skoda dealers for years. In the end, my understanding is that they were told they needed to move and go to the new image. They refused and lost the franchise. They are now a Suzuki dealer with Skoda Service and Parts. It's a tiny dealership in a small village near a City. Service is top notch too. 

 

My other local dealer is Walker's at Kings Lynn. They were taken over by a bigger group, lost the main Peugeot franchise and then refurbed both bits of their showroom into the new Skoda image, however nothing like the Horton's makeover. Can still access the department's without going to reception. In fact I've never seen a receptionist there! 

 

Wings in Peterborough has had a massive refurb too, much like the Horton's one. 

 

When I bought my Superb from Horton's the sales guy was telling me that they had the option of a mini refit or the full blown version...Guess it's the full blown version haha!

[vrskeith]

On ‎31‎/‎03‎/‎2017 at 19:44, vrskeith said:

Two Skoda "local family" run and Skoda loyalty near where I live and who I have dealt with since 2003 . One in Oxfordshire and the other in Wiltshire about 3/5 years were given an ultimatum of invest £2m of your money on a SUK standard new look facility /culture, but also move from your "local" well groomed and develop Skoda loyalty base to a location some 10plus miles away. Both dealership at excellently trained technical and sales staff fully committed to their community. Outcome ,both refused and were given short shrift by Skoda. Given about 6months of continued new sales, after which only used and service contract would be extended. One now a Subaru Dealership with Skoda used and Skoda approved servicing. The other Skoda used and servicing for locals, otherwise general auto sales and service.

Both were homely ,yet top class professionally run businesses with a wide reputation for quality of their operation, albeit you couldn't " eat you dinner off the floor facilities".

However, in my professional opinion these businesses were a big loss to Skoda UK and loyal communities.

Sorry Skoda UK, as a previous loyal Customer you lost me with that move.

As a Customer I was never approach via a questionnaire as to what I wanted on offer from my local dealerships.

 

 

Went passed mine and my missus's old Skoda dealership today, one of the one's Skoda killed off from selling New Skoda models by trying to force then to buy -into SkodaCorporate identity at huge expense to a small family business ,as mentioned above.

However, in passing saw this parked outside ,that they use for their own technicians use and sometimes loaner when car in for service.

 

God we did like our Fabia vRS mk2, warts and all, only wish they had made a mk3 version.

 

 

Edited 17 April, 2017 by vrskeith

[vrskeith]

Dealerships Original - Skoda UK withdrawn the

 

Skoda Franchise from this great family owned and run business.

Now Subaru have the benefit of their, expertise ,skill and local CUSTOMER loyalty.

 

Up you and your Corporate demands Skoda -Miss you Turners!https://www.googleadservices.com/pagead/aclk?sa=L&ai=DChcSEwib8-Xo46vTAhVuse0KHTnsAfMYABAAGgJkZw&ohost=www.google.com&cid=CAASEuRow-pIsvgte6M0jEOApannQA&sig=AOD64_0Sb2Al9n56fjSX87e1ZhAjqzc43w&adurl=&q=&nb=0&res_url=https%3A%2F%2Fsearch.bt.com%2Fresult%3Fp%3Dsubaru%2Bdealer%2Bin%2Bdevizes%26pr%3Ddp%26fr%3Dbtmail&rurl=https%3A%2F%2Fbtmail.bt.com%2Fcp%2Fps%2Fmain%2Findex&nm=33&is=573x546&nx=182&ny=6&clkt=343&bg=!ra6lrrZEmWjg8RCOovYCAAABBlIAAABbCgBAi1BeUp3gPQ3Xtud_zmKzDYDrqkPm-jO9WXeSdLE-RploCVApExQep20OoGm3FGXATU-FNMH3rB1ueWzHpRT0Y5kA6TJ2SLFelHcjC8sH97cTiCz_jLrcTwBNYPiUUrOhEezFR2mVNyJB17NhU0aC7HpCi84q6KW9DdM3mteOmK288iavpyJQLJCGrHkBG_ZgSQfMD-mql_4t-ot0dcb5va08WXefQ4jVPVt5jv0e4ZiZn7o_fUVD3KluyLg31f-fJJPpWoMbHnJ3Vy6UktN9TVjQ-_0Exytso3Py_wp3pyyPsQjUsMqHUX7-uCSVG16RDkKW6qR5qS7B46BIwpLkqT7AM3e1ZImJmqwA7heVoZdTQV6hfBz24Uu0XKXitbJXqU3OvQ6wtB5BAB8J

 

 

Edited 17 April, 2017 by vrskeith

[vrskeith]

25 minutes ago, vrskeith said:

 

Miss you Turners of Erlestoke ex Skoda Dealership of Quality & CS!

Edited 17 April, 2017 by vrskeith

[Octy0GG]

Guess it's all part of a move to 'reposition' the brand a bit more upmarket.

Skoda should bear in mind though that very similar tactics were the beginning of the end for Saab.

The fancier the dealerships got, the better the crockery got, the more image driven, the more grandiose the job titles got the worse the customer service got. Sadly as we all know that didn't end too well.

 

 

 

[mangochutney]

That's pretty much exactly the way I feel about Hortons now - and Skoda.  Hortons was an excellent local family company offering excellent service with a really friendly feel to it.  The last couple of visits have shown pretty plainly that it's lost that since the revamp.  It's now a very slow process booking cars in and equally slow getting them out again after servicing - really annoyingly slow, with unnecessary layers of staff and delay.  The servicing itself was indifferent and had to be corrected later.  The friendly feel has been replaced with corporate cooolness, and I'm thinking it won't be long now before one of the multiples takes it over.  Maybe that's Oliver Horton's aim.

 

Whatever the situation, I don't like it, other customers also don't like it, and it's probably going to mean that the servicing wil go elsewhere and that the next car won't be a Skoda.  Sad really, because I liked Skoda, and I liked Hortons.  That 1.3 million has to be paid for, and so do the reception staff that actually get in the way of good customer service - I suspect the savings will come from cutting corners on the servicing, as already evidenced, and that's not good.

[mangochutney]

Just as a follow-up to this, it's now practically impossible to get hold of anyone on the service side - even by phone.  Every (and I mean every) time to call them, you get the reception people, and every time they say they'll have to get someone to call you back.

 

That wouldn't be so bad if they called back quickly, but they rarely do - it's sometimes a matter of hours later.  Very convenient, no doubt, for Hortons, but not remotely convenient for the customer.

 

I'm thoroughly fed up with this level of customer service now - such a change from the way it used to be, when the customer mattered.  Now all that seems to matter is a glossy image, but when you get under the gloss, there's nothing there.  I'll be defecting very shortly to another much smaller garage.  A lot less glossy - but rather cheaper, much better communications, and they don't have to find ways to claw back £1.3m from their customers.

[Octy0GG]

2 hours ago, mangochutney said:

...... Now all that seems to matter is a glossy image, but when you get under the gloss, there's nothing there.  

You may have just summed up the modern business model - if not the entire modern world.

[vrskeith]

So this is the next Sales & Marketing Corporate move, VW doing it already with 2017/18 range.

You can sit at you computer and not bother in visiting the Stealer until payment ?

https://www.autocar.co.uk/car-news/industry/skoda-launches-innovative-digital-showroom

Next move no showroom, no salesman, computer generated voiced car descriptions- WTF.  

Edited 5 May, 2017 by vrskeith

[CWARD]

It is all very well looking pretty and styles similar to offer dealerships for corporate identity but someone has to pay for it and it is the customer with less discounts available/passed on, higher labour and parts charges, warranty work not been done. All things that I don't want so I can have shiney floors, coffee machines and TV's whilst getting poor service from the staff.

Skoda dealerships have been the worst I've had to deal with but then I'm in area covered by DM Keith. all the surrounding ones are theirs too. If Skoda prevented a monopoly in the area it would add some competition where they compete on value and service but instead you either put with poor service or buy something else, I did the later.