Marshalls Oxford

[Peterchequers]

We have two Skodas (Octavia estate and Superb estate 280) along with a Range Rover and a Mercedes.

 

The 2015 plate Octavia was purchased a year ago from the Kidlington dealer just around the time the acquisition by Marshalls took place.

 

The sales team were excellent and the level of service was very good although it turned out a service was due almost immediately which was outside the commitment for an approved used.

 

However after an apology the vehicle was collected and serviced and delivered back cleaned, so we were happy.

 

This time we when booking the Octavia for a service we were told that the earliest date for a collection was in the new year so we agreed to drop it off.

 

While booking in the Octavia I mentioned that the service indicator of the Superb was showing an oil change due in 90 days so could I please book that in now given that they obviously needed a decent lead time.

 

I was told sorry we no longer cover your postcode just off M40 J5 which is 35 minutes away.

 

Obviously that's their prerogative, but I was quite surprised that even when I explained that I typically change cars every 12-18 months and that I would definitely be looking at another Skoda maybe two in the coming year that perhaps they might want to consider keeping me as a customer.

 

However it seems they don't. 

 

Given that retail car sales are declining significantly it seems bizarre that dealers aren't willing to do more to keep loyal clients?

 

 

 

[nbramwel]

The car trade is a law unto itself, always has been despite their claims of superior service and such like.  They constantly do exactly the opposite of what you expect to be a reasonable approach.  Take your business and funding somewhere else and when they ring you up to try to get further business from you (if they bother), tell them why you no longer want to use them.  Better still, write to the dealer principle now and give them a piece of your mind.

[edwards]

Similar poor aftersales service from the 'sales manager' at Willis Motors in Ruislip when we bought the missus's Yeti last year lead to me writing to the owner, Denis Willis.

 

The issue was then resolved to my satisfaction, but when we were looking for a Sportline 280 this year, we elected to buy from Murray Skoda 250 miles away in Plymouth, despite the fact they were a £500 more expensive than Willis, just because we had excellent service from them when we were in the area on holiday, including a 2 hour test drive and excellent, unobtrusive follow up, even though I had said I wouldn't be buying right away.

 

Goes to show that pleasant service goes a long way - the sales manager at Willis cost them a £34k sale by his intransigence over a part on the car delivered damaged, his attempt to blame me for damaging it and then his unwillingness to replace it. I suspect the cost of the part was less than £50.

Edited 12 December, 2017 by edwards