1 hour ago, Rory said:

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

6 years old. The dealer a different one said it was due a change this year. The schedule is very clear on the web site it is now due.

33 minutes ago, AGFalco said:

Is this on ERWIN?

 

Thanks. AG Falco

Sorry I don't understand the question?

 

The dealer is saying they can't add it to the job and only allowed to do at the next service in a years time.

15 hours ago, MJ1 said:

6 years old. The dealer a different one said it was due a change this year. The schedule is very clear on the web site it is now due.

 

In that case I don't understand why they wouldn't have done the more major service.

 

Mind you, it's always annoyed me that VW Group have thing where spark plugs (or fuel filter on diesels) and air filter are only changed every 4 yrs, yet they still charge the same for a major service whether it's done on the 2yr or 4yr interval.  To head that off, the dealer that looked after our Tiguan told me they always do the full service at 6yrs, and indeed I could see they'd changed the fuel filter (or at least they'd moved the bolts around).  That was done under All In and was the first of the two services as the dealer somehow managed to sneak it onto All In even though strictly speaking it was 6yrs old the day the plan started.

On 04/08/2024 at 10:10, 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.

 

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. 

I had similar fun with all in one, made them change the spark plugs on the second visit (even though they had been done on a service previous to taking policy out.

 

I simply said it includes a set in the price, so might as well have them done even though not due.

 

They accepted it and I made sure it was written on sheet when I checked car in, to avoid receptionist forgetting to pass on message

Skoda service schedules and the various dealers applications of those schedules are a joke. Once you accept this as fact, diy it, use a specialist or reputable garage that you trust then you can enjoy the cars.

21 hours ago, MJ1 said:

Sorry I don't understand the question?

 

The dealer is saying they can't add it to the job and only allowed to do at the next service in a years time.

erWin is the Electronic Repair and Workshop Information service.

 

It is the web portal that they ( Skoda ) input your service records on.

The portal asks what has been done ( Last Service-s ) then suggested what wants to be done now.

I can tell it what I have just done, even if it is an item than is not suggested. Eg. Pollen filter.

 

Thanks. AG Falco

 

You gotta love Skoda Customer service...

 

A response to my complaint that the pollen filter was not undertaken as part of the service.

 

Arbury have fabricated a discussion that Never took place...

 

To be continued....

 

Thank you for your recent email regarding the All-In Service Plan you hold with our Financial Services. I appreciate you bringing this matter to our attention and I understand how confusing this situation must be. I sincerely apologise for any inconvenience this may have caused.

 

We have received a response from Arbury Škoda, advising us that you declined to pay the additional £43.00 fee for the pollen filter replacement. According to the Service and Maintenance Schedule, the cost is £220.00 for the Oil and Inspection service, with an additional £43.00 for the pollen filter replacement. As you did not agree to this additional fee, the pollen filter was not replaced.

 

I hope this clarifies why the pollen filter was not included in your recent service. Your understanding and patience in this matter are greatly appreciated.

 

Once again, thank you for contacting Škoda Customer Services. I look forward to hearing from you soon. May you have a wonderful day.

On 02/08/2024 at 12:13, Ootohere said:

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.

Can anyone recommended a disinfectant for cabin filter housing?

That’s about the standard of customer service everywhere these days - bar stewards.

Soap & Water, Washing up liquid. Bleach, anything with Disinfectant on the label will disinfect really.

Just a clean up and dry out before putting the filter back is good for the plastic. 

Wet wipes or the likes will do fine.

 

For the system.

Antibacterial, Sanitiser, Odor bomb etc etc.   

Everyone has a product. Holts, Mannol, Liqui Moly, Autoglym etc etc

 

 

Sounds like they have misunderstood the issue here.

 

If I understnad it right then the pollen filter is not due now as its not a major service which is why they don't want to change it. The issue is that it wasn't done last time, which is what you should really have complained about at the last service rather than now. I know thats easy to say in hindsight.

2 hours ago, SuperbTWM said:

Sounds like they have misunderstood the issue here.

 

 

Trouble is these things are dealt with by TTEC call centre staff who, while I'm sure are everyday nice people, are even more clueless than dealer service advisors and just accept anything they're told.

14 hours ago, SuperbTWM said:

If I understnad it right then the pollen filter is not due now

You have misunderstood. The pollen filter is due now. It was not done as the dealer has said that the Skoda computer system they use wouldn't allow them to do it.

 

It is very clear it is due to be done and the dealer is refusing to do it.

 

The latest statement from the dealer to customer service is a joke.

 

That conversation never happened and I shouldn't have to point out the defence is utterly wrong as I have an All In One policy where I pay a monthly fee to get that work done as per the service schedule Skoda lays out on their web site.

 

I am not going to renew my all in one policy if I can after the end of it. I will be selling the car at some stage.

 

Skoda is clearly losing the plot with the Customer service team who really don't understand the issue and just getting paid for doing nothing other than winding up customers.

1 hour ago, MJ1 said:

You have misunderstood. The pollen filter is due now. It was not done as the dealer has said that the Skoda computer system they use wouldn't allow them to do it.

 

It is very clear it is due to be done and the dealer is refusing to do it.

 

The latest statement from the dealer to customer service is a joke.

 

That conversation never happened and I shouldn't have to point out the defence is utterly wrong as I have an All In One policy where I pay a monthly fee to get that work done as per the service schedule Skoda lays out on their web site.

 

I am not going to renew my all in one policy if I can after the end of it. I will be selling the car at some stage.

 

Skoda is clearly losing the plot with the Customer service team who really don't understand the issue and just getting paid for doing nothing other than winding up customers.

Sorry, when you said ‘last week’ I read it as ‘last year’ for some reason. 
 

so you’ve had the air filter done and the spark plugs but they missed the pollen filter? And you have checked they have at least done that?

 

 

 

 

Quick update. Pollen filter replaced today for £40 at the cost charged to Skoda brand MK.

 

It would appear Skoda have changed the software so for an All In One policy you can only have the pollen filter replaced on the major service.

 

That is despite if the service schedule states it should be done sooner. Poor software? Poor implementation? Without seeing the software who knows. Ultimately poor management.

 

The fact that Skoda brand has paid for it says they have messed up and I hope they tweak the software to allow for the filter to be changed when scheduled.

 

I also got a rather impressive Hamper as a gesture of goodwill which mitigated my annoyance of having to drive 30 minutes each way to the dealer.

 

Case closed for me but again my trust in Skoda management and processes damaged.

 

 

@MJ1?   

Is it a 'All In' chart that shows what gets done & when?

Is it FIXED REGIME service intervals or VARIABLE / FLXIBLE?      12 months / 372 days,   or 24 months / 18,000-20,000 miles.

 

Do you having something showing what a MAJOR Service is, or a MINOR or INTERIM, because SKODA UK dropped those terms in 2019 & went the Oil & Inspection Services and first at 3 years Extended Scope, then after that the Extended Scope each 2 years.

 

The Consumables cost are not included in that other than the Oil & Filter & Sump Plug.

Edited 29 August, 20241 yr by Ootohere

Extended Scope. I can't be arsed trying to remember exactly how they describe them one is slightly different from the other but not much, so forgive me saying Major, tis just my way of saying the more detailed service.

 

So Pollen filter can only be done on extended scope if that's the correct current term...

 

Unless anyone asks a relevant question that's me finished on this. I posted it to make folk aware, if they can be arsed to check when their Pollen filter is due...

 

A 1st world problem that even if missed for a year isn't the end of the world..

😉

Edited 29 August, 20241 yr by MJ1