Bought a brand new VRS (to put the dogs in, as they are ageing and cant easily jump up into a SUV).  Within the first 100 miles I found the rear wiper wasn't working so informed the dealership I bought it from.   They said they would get after sales to contact me.  No contact was forthcoming despite chases and so I've now had to go to another dealer who diagnosed that the connector in the wiring loom had two bent pins, hence the lack of a working rear wiper.

 

I am slightly at a loss as to how the car passed PDI and why the dealer who sold me the car didn't bother to respond and sort it out.   I wrote to the dealership again and got a reply saying that they would contact me (copying in the after sales manager)...... you've guessed it.  No contact.   I have now written to one of the controlling Directors on the Board.  Still no response.

 

I have now spoken to one of my VAG contacts to see what they say.  I'm fortunate as I should say I control a massive global fleet of vehicles and I know the manufacturers and distributors well.  

 

If this is how Skoda look after customers they should take a long hard look at themselves.  I wont be buying another car from this Dealer and indeed when we look to consolidate our car choice lists I'm very much inclined to switch off the VAG contracts based on this incident.  This could well turn out to be an object lesson in be careful who you P$$$ off.

 

Bets taken on whether they read this forum and take action or continue to ignore me.

 

That escalated quickly.

If you have a complaint, always call or call-in for the first instance.

I had an issue with a dealership in my neck of the woods a few years back - absolutely taken for a ride on some repairs and then the person on the phone forgetting to mute the call before saying "Let's see if we can call his bluff......"

When I went in I asked to speak to the manager and when there was the "he's a bit busy at the moment, can we get him to call you...." I just said "It's OK, I'm not too bad today, I'll wait".

Issue resolved before I had even paid and grovelling apologies.

 

Letters seem to "go missing" all too often and I've never known an industry that seems to refuse to adopt the email form of contact as the motor industry.

As you can I have tried contacting the dealership and as its an hour and half away I wont be driving there on the off chance.

 

Somehow I think they dont care enough and I dont play nice when I think someone is fobbing me off.   I learned many things in work and one was be nice until nice doesnt work.  

 

I think they have had enough opportunities to redeem themselves.   

Just to add, My local dealer in Scarborough is the best dealer I have ever dealt with and I've had Skoda's for 20 odd years. Nothing is too much trouble. The service and sales departments are second to none.

 

Just shows how one family run car business can flourish, Skoda and VW on the same site. 

 

 

I once had a case opened with Skoda Customer services  and the young female case handler didn't even know what a drive shaft was.  She never knew what you were talking about

 

 

 

 

 

Edited 28 August, 20196 yr by Auric Goldfinger

12 minutes ago, Auric Goldfinger said:

case handler didn't even know what a drive shaft was

I've had similar issues with other organisations. I suspect the problem is that the case handlers are not actually competent in the basics of the core activities.

Never had any trouble with Garlands in Aldershot, we're on first name terms once they know who's on the phone if I have any issues.

 

I've had a few with this car, but it seems that the oil one has gone away and the other two are minor ones that can wait until the car is due for a service.

2 hours ago, Biggriff said:

Bought a brand new VRS (to put the dogs in, as they are ageing and cant easily jump up into a SUV).  Within the first 100 miles I found the rear wiper wasn't working so informed the dealership I bought it from.   They said they would get after sales to contact me.  No contact was forthcoming despite chases and so I've now had to go to another dealer who diagnosed that the connector in the wiring loom had two bent pins, hence the lack of a working rear wiper.

 

I am slightly at a loss as to how the car passed PDI and why the dealer who sold me the car didn't bother to respond and sort it out.   I wrote to the dealership again and got a reply saying that they would contact me (copying in the after sales manager)...... you've guessed it.  No contact.   I have now written to one of the controlling Directors on the Board.  Still no response.

 

I have now spoken to one of my VAG contacts to see what they say.  I'm fortunate as I should say I control a massive global fleet of vehicles and I know the manufacturers and distributors well.  

 

If this is how Skoda look after customers they should take a long hard look at themselves.  I wont be buying another car from this Dealer and indeed when we look to consolidate our car choice lists I'm very much inclined to switch off the VAG contracts based on this incident.  This could well turn out to be an object lesson in be careful who you P$$$ off.

 

Bets taken on whether they read this forum and take action or continue to ignore me.

 

 

My brand new VRS (in 2007) was delivered and passed PDI without the locking wheel nuts being done up properly. One fell out; then they accused me of taking it out to try to scam them for another.

 

1 hour ago, TheWanderer said:

Never had any trouble with Garlands in Aldershot, we're on first name terms once they know who's on the phone if I have any issues.

 

I've had a few with this car, but it seems that the oil one has gone away and the other two are minor ones that can wait until the car is due for a service.

I've bought both my skodas from gatlands and they were great. But when I wanted to service etc my local dealer is Nottingham and they were absolutely awful! Instead I drive the 30 miles to derby and let them service it. 

Not sure why you "informed the dealer" of the fault.

I would have just asked to be put through to the service dept. and told them that the wiper didn't work and at the same time booked it in for the fault to be put right under warranty.

Sounds like you complained to the sales team,and obviously received poor service,but that's what you,sad to say,can sort of expect,hence my approach as above.

 

I had a similar disgusting experience from my local (Stoke on Trent) dealer with my first Skoda, a '13 plate Octavia when it was serviced - on making my complaints (plural) clear to the Dealer Principal, I was invited to attend a "board meeting" with all the staff, where I made my points very forcefully. Despite much grovelling & promises to put right, and visiting 3 times for potential purchases ( all badly handled), I vowed never to use them again, now travelling 62 miles EACH way to a proper Skoda dealers, Mitchell's at Cheshire Oaks. It's like going from a non league team to a Premier League one, their service and facilities are truly excellent, which encouraged me to get my next two Skoda's from them, including my current Karoq. 

Just a question- you are based in Hull and bought from a dealer 1 and a half hours away. Why? Surely there are plenty in your local area, including the one you went to for the fix?

Little update.  The director has been back and has said my case has raised a QM issue (No Sh%t Sherlock) and profuse apologies.   Poor show all round.  

45 minutes ago, FatWolfie said:

Just a question- you are based in Hull and bought from a dealer 1 and a half hours away. Why? Surely there are plenty in your local area, including the one you went to for the fix?

 

 

Much better deal new