Shocking service and I'm very surprised that the dealer is also being ignorant to Skoda UK themselves.  Are Blade one of the 'facelifted' dealers within the franchise?  I thought that would have given Skoda a bit more power/influence over them. 

 

Good luck, sounds like you've got enough stacked in your favour to have a positive outcome in the end.  

 

Aye, small claims definitely an option. I intend seeing out the ombudsmen process before deciding next (legal!) steps....

 

I believe the dealer is part of the facelifted dealer network. Skoda UK really aren't impressed. And who can blame them. 

 

What Car? are very interested in running a story on my experience for its magazine. That'll hurt..... 

Wow, we're past simply rejecting the car and getting your money back.

 

A genuine case for some significant compensation here.

 

Shame on Skoda UK and their lack of ability to properly manage their own franchised dealer network.

 

Be sure to write a scathing report once this sorry debacle has concluded...

 

https://www.briskoda.net/forums/forum/71-skoda-dealers-south-west/

This thread will be indexed by google

Blade Gloucester
Blade Gloucester issue
Blade Skoda issue
Blade customer service issue

Edited 24 August, 20187 yr by Alan_P

I've started a dealer review which I'll conclude once I have closure.  I'd hate for anyone to go through what I have.  Skoda UK reminds me of the UN and Sarajevo in this instance!

 

I've wondered about appropriate compensation. I've had my original deposit (reluctantly) refunded by the main dealer. There's the 2 months PCP refund as a gesture of goodwill from VWFS (which Blade is not passing on to me!). And Skoda UK contributed £1,500 to my Kodiaq deposit to retain my custom. One always wants more of course, but I attribute a recent diabetic episode directly to the stress and frustration associated with this. I feel I should be further compensated. I requested the return of all my PCP related payments but that was declined. The Ombudsmen's adjudication will be interesting....

Seems the dealer is still refusing to play ball. Skoda UK Area Manager has been deployed now. This is the second time it's come to this. I'll not have my money anytime soon I suspect. 

 

I'm still to hear from the Ombudsman. I expect it's report will damn all parties frankly. But hit the dealer hardest. 

The Ombudsman has commenced it's investigation. I have provided it with all supporting documentation and evidence in support of my case. The money owed me remains outstanding. Skoda UK Executive Team keep telling me how horrendous this is for them. It's flipping worse for me! Skoda Finance are not returning my calls now.  Neither the main dealer.... I hope the ombudsman wipes the floor with them frankly. Skoda UK need to take learnings away from this to ensure nobody else goes through my trials and tribulations. Voluntarily or otherwise. What Car wishes to commence its investigation..... 

 

The pen is mightier than the sword.

Best of luck. Keep us posted

Quick update....

 

I eventually received the final money owed me from Skoda UK...not the main dealer who refused point blank to repay me any further despite intense pressure from Skoda UK.  Skoda UK told me they intend recovering it from the main dealer as part of some business process.  This begs the question why it didn't do that at the start of my difficulties.  I suggested the very same way back when I could see the rejection process bogging down.  I was told in no uncertain terms that Skoda UK directly compensating me was not possible.  Yet another example of truly terrible customer service at the highest level. 

 

The Ombudsman's investigation is on-going.  In explorative conversations I have detected astonishment in the voice of the adjudicator reviewing my case.  And justly so I say.  Since the investigation has commenced proper I've had a couple of missed calls from Skoda UK asking me to make contact.  I think this is an attempt to head off the adjudication so am sitting on my paws for now!  They can suffer the same frustration that I experienced...... 

Hi MarlboroLites.

 

Interesting to read your trials and tribulations with this problem. Disgraceful that it's taken them so-oooo long to get something sorted properly especially with supporting confirmation from many sources. Bit of an effect with Griffin Mill in Treforest losing the Skoda franchise: getting to White Dove is a bit more of a problem for us near Pontypridd (Tonteg). I've had 2 Skoda's since 2010 - one, 2008 Octavia L&K estate handed over to son when his car gave up the ghost (Dec 2018) and now with a 2015 Superb L&K Estate - same engine with extra 50 BHP.

 

Keep us up to date with your result.

The Ombudsmen's adjudicator is still adjudicating ..... It seems he's experiencing the same frustrations as me. All sides blaming each other.... When I last spoke to him he agreed the one person not at fault is yours truly!  A small moral victory there.... 

 

I'll keep in touch.  I'll also complete my dealer review when the curtains fall on this thoroughly ball breaking 'Carry on ...'! 

I presume but have not looked that you may have left Dealer feed back on this terrible matter.

Why did you not use Capitol in Newport?

Edited 13 February, 20197 yr by Danny 57

I will be leaving feedback when the issue is resolved. I feel it's only right to inform others who might find themselves in my position. 

 

On Capitol, the car I bought had incredibly high spec for a great price. Shame about the gearchange.... It was the only one for sale in the UK of that spec, with 4x4 and manual box.  All the boxes I wanted ticked.  The temptation was too great.

 

White Dove in Cardiff have since been good to me though. I have a Kodiak 2.0 TSI DSG SE L now, and love it. 

Thanks MarlboroLites for keeping us posted on this. I do hope you get some closure soon.

Having recently purchased a 2.0 TDI manual 4x4, thank you for highlighting a potential problem.  Interestingly Skoda have changed their spec this build year as they no longer supply manual 4x4s... Apparently Skoda contacted my dealer in Oct/Nov (I ordered it in Sept 18, just before the spec change!) saying they wouldn't build it as a 4x4 but as my dealer knew I specifically wanted that drive they told Skoda to honour the order.

For those interested, I have now received the first level adjudication from the Financial Ombudsmen.

 

The adjudication is lengthy but in summary I am fully vindicated. For a long time I was made to feel like a vexatious litigant. It's pleasing to see this recognition. Highlighted is the shockingly poor customer service. Singled out is VWFS who the adjudicator believes should have taken control of the situation and put my interests first and compensated me direct then have its fight with Blade Gloucester to recover any losses.  Given the impact of this shocking treatment on my health I am disputing the final compensation amount as it is far too low in my view (a bit over one month's PCP!). Next stage is an official secondary review by the ombudsmen. I want this reviewed by the very highest authority as this simply mustn't be allowed to happen again. 

So a brief update.... whilst admitting that I've been treated like a piece of doo doo on a shoe, VWFS has said it will not raise its compensation offer. I've been out under pressure to accept but itt's a paltry amount so I've nothing to loose in pushing for the full ombudsmen review. The ombudsmen will review the evidence afresh and reach a binding decision (cannot be challenged).

 

If I wish to pursue a direct case against the garage I have been advised to approach the Motor Industry Ombudsmen.  I've nothing to lose by doing so and in fact  feel totally vindicated. 

What a saga - and extremely poor customer relations, sincerely wish you good luck with your case. I only hope VWUK take all this on board.

Thank you very much. I'm hoping for a favourable outcome. If there's any justice left in the world VWUK will be forced to sit up, take notice, treat me respectfully and make sure my experience of customer service is never repeated.

 

I'll keep this post updated.