So my yearly contact with a dealer and this year I choose to try a different dealer after my fun and games last year.

 

I was stricken with Covid and my wife took the car to the dealer and I am now trying to get the pollen filter replaced. It was missed as part of the service last week. I had expected it to be replaced. I have the 2 year All in One policy to get the warranty and I get two MOT's and two Services plus Pollen, Air and Sparks

 

From my understanding the pollen fiter is 2 years or 40,000 miles and it was last done on my car July 2022 so i expected it to be done last week.

 

I thought it would be a straightforward sorry we missed it and lets sort it for you.

 

A service team member at the dealer has written this...

 

I invite any opinions as to the truth of the statement.

 

Quote

Having checked your service policy you have two services on the plan - one of which is an oil and inspection service (the one you had last week) and one major service which includes all additional filters (including pollen) which is the next service on your plan for next year.

The pollen filter wasn't missed it will be replaced next service as part of the major - unfortunately, you cannot split the services and have parts changed out of sync.

 

 

Edited 2 August, 20241 yr by MJ1

The Dealers statement  contradicts what they have actually done. By not replacing the pollen filter they have not done things in sync. Suppose this was an engine critical part which was not replaced after 24 months and a fault developed 6 months later as a result of that part not being replaced, Skoda would argue that the vehicle had not been serviced correctly.......

 

I have found that some Dealers are very reluctant to the point of reusing to accept they are at fault. 

To be honest the filter is a £10 part and easily done DIY...   it's not worth arguing over IMHO

20 minutes ago, skomaz said:

To be honest the filter is a £10 part and easily done DIY...   it's not worth arguing over IMHO

As I have paid for the All in One it is...

 

🙂

22 minutes ago, thamestrader said:

The Dealers statement  contradicts what they have actually done. By not replacing the pollen filter they have not done things in sync. Suppose this was an engine critical part which was not replaced after 24 months and a fault developed 6 months later as a result of that part not being replaced, Skoda would argue that the vehicle had not been serviced correctly.......

 

I have found that some Dealers are very reluctant to the point of reusing to accept they are at fault. 

Yep they are doubling down!!!

 

The computer says NO!!!

 

I feel an escalation coming on...

 

The joy of Dealers and computer systems.

 

Quote

Thanks for coming back to me – the service plan you are on is what you have detailed in your email which is correct – but the system it is set up on for us to authorise and cost the work only gives us 2 options 

1 – Oil and Inspection Service (The one you had) 

2 – Oil and Inspection with Extended Scope with Pollen / Air and Either Fuel filter or Spark plugs

Unfortunately, we are unable to separate items from either service the system simply does not allow it – The additional items will be performed with the major service next time.

These are the systems provided to us by the brand and set up accordingly by them.

 

The Pollen filter has been in the UK shown for 2 decades as @ 2 years / 20,000 miles.  (or sooner.)

 

Skoda UK changed in 2019 from calling it Interim / Minor or Major Services of a Fixed Service Regime.

They went to 

Oil & Inspection Services & Extended Scope @ 3 years.

 

As it is Pollen Filter, Fuel, Air filter, Spark Plugs became extra cost/

When it was Major Services it was not a Major at the First 2 years, but a pollen / cabin filter change was due. 

The Air Filter changed to at 6 years / 60,000 which is ridiculous if they never check it.

Edited 2 August, 20241 yr by Ootohere

Skoda dealer near me has become very mercenary in the last few years - so much so I think I’ve bought my last Škoda………

They think they are the Gate Keepers.  The Computer might say no, well these sometimes idiots have not the sense to call a friend or people that now.

 

Brake Fluid now @ 2 years first not @ 3 years and each 2.

VAQ (Front Diff) now @ 2 Years. Mk4 Octavia.

Some are saying Haldex @ 2 Years. 

 

1.4 TSI PHEV Fixed Oil & Filter oil changes. Some are saying Annual Servicing.  Well no, it is Oil & Filter that is Fixed, and the rest can be look see and report, and still b-annual Servicing.

24 minutes ago, MJ1 said:

As I have paid for the All in One it is...

 

🙂

 

Depends how you value your time and effort...   but that's your shout.  Personally I wouldn;t bother

 

Even where the Pollen / Cabin filter gets replaced at a service i think best to then be sure the job is properly done.

Take it out, vacuum the area and wash / disinfect it and dry and put back in that new filter.

 

Then there is checking the Coolant Level and see is it filled to MAX or by the time you got home has it set it's own level.

Check the OIl Level cold as they handed the car back, and also at Normal Operating Temperature to be sure they put enough oil in.

 

Check the Tyre Pressures they set and reset if needed for your need and reset the TPMS.

 

Just because they do services every working day in workshops does not mean they do it right or can be trusted.

Then, 

was the Road Test done?  

HAS THE BODY INSPECTION FOR THE CORROSION WARRANTY BEEN DONE? 

 

You pay a premium price for Main Dealer Servicing, so be sure they do at least the basics correctly.

Edited 2 August, 20241 yr by Ootohere

Just for interest I used the Skoda chat service to ask the question re schedule for the Pollen filter.

 

Quote

agent: Sorry, from 40.000 miles, however, your vehicle has a flexible service regime, meaning that when the pollen filter is due to be serviced, it will pop up on your dashboard to notify you.

 

Anyway that conversation proved that the person was not a Skoda expert. I did check the web site and it shows that Pollen filter is 1st done at 40k and then every 2 years. At a cost of £43 on top of the Oil Inspection and Service. It clearly shows that it IS NOT done at the Extended scope service as being claimed by the dealer.

 

I am looking forward to not being a Skoda customer once I choose to sell the Karoq.

 

£43 to replace - they're having a laugh!

 

Dealer servicing and labour rates are just plain daft these days...   as is their attitude in a lot of cases - glad I don't use them and have never taken out any service plans or other 'extras' when we've bought ours in the past.

Is it even a human now, AI / Chatbots.

Edited 2 August, 20241 yr by Ootohere

I had  some back and forth with TTEC on daughter's SEAT Ateca and they replied completely as if we had an Audi!   Their whole purpose seems to be to fob people off and keep VW Group employees from having to sully themselves interacting with customers.

 

Had the pollen filter issue with our Karoq - an Apr 22 car which we bought in Aug 23.  The dealer serviced it in late June 23 so  I took it for service under the approved used service plan in Jun 24 and they would only do a basic oil change, even though the service history said that's what it had last time.  Dealer absolutely insisted that what they'd done in June 23 was a 1st variable service and that included a pollen filter change and extended inspection.     I thought they be happy to get the car back onto the annual servicing schedule and, especially as VWFS were picking up the bill, would just do the normal 2yr fixed interval servicing, but nope, they wouldn't do it.  So it's all out of sync now.

 

 

Servicing on VW Group cars has always done my head in.  One year on a Golf, on a 3yr service plan that was supposed to include the BF change back then, there was nothing on the paperwork to say they'd done it.  On querying this, the service advisor hand wrote "brake fluid changed" on the paperwork and then absolutely insisted it had been changed!   I've never been to that dealer since - luckily there's another smallish VW dealer same distance away and while they're not infallible they are much more willing to discuss issues and make sure I'm happy.  I did manage to establish a relationship with the service manager there though, and only ever deal directly through them.   In the previous dealer the service manager wouldn't speak to me and apparenly wouldn;t take VW Customer Services calls either, to their obvious frustration.

 

I wish cars were sealed for life!

18 hours ago, Rory said: Their whole purpose seems to be to fob people off and keep VW Group employees from having to sully themselves interacting with customers.

 

 

Yep, our main dealer is local, 30 minutes walk or a 10 minute bus ride, so very convenient and I was very happy with their business model - that was until Covid struck. The restricted interaction with customers and the no frills basic servicing at inflated prices must have struck a chord with ‘em because since then they’ve mostly adopted those practices and become very mercenary too. 

Being there is not a pleasant experience these days.

Booking a service has to be planned 6 weeks in advance and the mere mention of a warranty fault gets the stock response ‘we’ll have to charge for diagnosing and you’ll be refunded if vindicated’….!

I’d like to think they’d see me as a good customer having bought 3 new cars in 5 years and I’ve never bothered ‘em for a courtesy vehicle, but no, I feel I’m a inconvenience to ‘em and that contributes to the given overall impression that they’d be happier if their business didn’t involve the need for customers.

I have considered taking my servicing business (no more new Škoda for me) elsewhere but the next nearest dealer has access and serious parking issues and the second option alternative dealer is owned by the same company as my local agent.

 

 

 

The trouble is they don't seem to recognise that their attitude and pricing is driving customers away.  If they dropped.  Thier rates a bit and had a better attitude they'd keep more customers which would be better and more profitable for them in the long run.

They have no spare workshop bookings, they can not get the best of staff even if they pay more and even Recall actions can not get booked in.  They do crap PDI,s in some cases and that just causes more issues.  This is Skoda UK or SEAT UK and how it is.  Even supply cars knowing there are updates going to need doing and not staff to do them.   Simply Clever, pee people off .

Edited 3 August, 20241 yr by Ootohere

Changing pollen filter is a 5 minute job.  Readily available online for pennnies. Compared with Stealers.

All makes have their “we know best” and fob you off. My old Citroen C4 diesel was on a two years/20k service interval, regularly serviced at supplier. At 46k miles, the DSG decided it would be fun to change from first to fourth, when pulling away (I didn’t find it so much fun, with vehicle behind in my boot!). Took to dealer, only to be told warranty void, as Citroen had changed to annual/12k, the year before, and I had missed the last service,  but hadn’t bothered telling customers.

@Choclab it was not a DSG was it, and EAT6 maybe.  Did the Autobox have a serviced schedule,? 

10 hours ago, BoxerBoy said:

Changing pollen filter is a 5 minute job.  Readily available online for pennnies. Compared with Stealers.

Yep but as I have paid Skoda the All In One service fee then I am expecting it to be done as part of the Skoda service schedule.

 

The issue is that the dealer says the system will not allow them to do it as part of the specified Skoda schedule.

 

So it does seem insane that they are refusing to do the work despite Skoda official schedule.

 

I am only paying for the all in one as it gives warranty cover and if I wasn't paying for it then I wouldn't be using a Skoda dealer to maintain the vehicle.

 

Anyway I will see what Skoda says when I take it up with them next week as I am retired and have time to play the game with them.

 

I like the vehicle but stuff like this destroys the brand. 

Not dimishing your comments and desire to hold the dealer to account but you've probably spent more time, energy and electricity cost posting about this issue that you would have changing the filter yourself. 

 

Anyhow I'll leave it there and refrain from further comment. 

6 hours ago, Ootohere said:

@Choclab it was not a DSG was it, and EAT6 maybe.  Did the Autobox have a serviced schedule,? 

14 years ago, but their version of DSG 7 speeder. Don’t know if any servicing needed/done to gearbox, other than whatever done during services. Only when after a warranty sort out of gearbox madness that dealer told me of changes to service frequency, and warranty voided. Glad to get shot of it for a Kia Venga.

10 hours ago, MJ1 said:

Yep but as I have paid Skoda the All In One service fee then I am expecting it to be done as part of the Skoda service schedule.

 

The issue is that the dealer says the system will not allow them to do it as part of the specified Skoda schedule.

 

So it does seem insane that they are refusing to do the work despite Skoda official schedule.

.......

How old is the car - if the pollen filter was changed in 2022 I'm guessing 4yrs? 

11 hours ago, MJ1 said:

The issue is that the dealer says the system will not allow them to do it as part of the specified Skoda schedule.

Is this on ERWIN?

 

Thanks. AG Falco