On 20th September I used the ŠKODA Online Service Booking website to book an Oil and Inspection Service with Extended Scope (covered under my Skoda Service Plan) plus MOT, and was offered various dates and times. I wanted this done on a Friday, so selected the morning of Friday 27th September, and selected a "waiting" service whereby I'd stay with the vehicle while the work was done.  

 

I subsequently had a telephone conversation with the dealer who advised this slot wasn't available, and the first Friday which would work would be today, 18th October.

 

Today I attended at 8.30am and on arrival at the dealership there was a tablet device to check my car in. I started this, but was then approached by a staff member who basically tapped the screen for me and asked me to sign on the screen, and put my key in a door which popped open beneath. I noticed the screen mentioned MOT, and trusted all was well, so deposited my key and then went to the café next door while the work was done.

 

After 5 minutes I got a "Check in confirmation" email which showed the planned work as follows:

 

Carry out MOT Test

Carry out Free Visual Health Check

Other matters I had advised them of (missing trim, battery may need replacing)

 

I spotted there was no mention of the service on this list of planned work, which was surprising, so I went back into the dealership and spoke to the staff member in the service department, saying "I just want to check that the service is on the list of planned work, and that you know I'll be waiting next door while the work is done".  He replied and said that he didn't know I was going to wait, and that the service was not on the list of planned work, but he would get this done and call me when it was finished.

 

I was prepared to wait as long as it takes, but I got the call at 12.10pm and returned to the dealership next door. Some paperwork was ready for me, and the guy told me the service plan would cover the service, but that the recommendations were replacement rear wiper blades for £30-ish, and a replacement battery for £330-ish. The latter was not in stock, I agreed to pre-pay and return next week for this to be fitted.

 

The paperwork was very minimal - literally two sheets of paper (double-sided) with very little information about the findings of the service. I asked whether this was all the paperwork there was, or if I'd receive a more comprehensive report by email, and the guy told me no, that is all the paperwork there was, nothing more. I found this strange but headed home.

 

Once home I looked through the paperwork in more detail - the first sheet is basically the "Service Invoice Details" which makes no mention of any service. Instead it mentions a "Free Visual Health Check", issues relating to the trim which I'd asked about, issues relating to the battery which I'd asked about, and issues relating to the wipers which they'd mentioned and I'd had replaced. The second sheet is the "Vehicle Health Check" report.

 

There is no paperwork anywhere about what kind of service they've done on my car. The car's computer says the next inspection service is due in 730 days, and the next oil change service is due in 365 days, which suggests that the car "thinks" they've done the basic service (not the extended scope one that I booked), but there is no paperwork to support this, and I've a horrible feeling that they've claimed to have done the work, but actually done nothing more than the basic "vehicle health check".

 

I phoned them back at 4.00pm and asked them whether they've actually done the service on my car, and the lady I spoke to was very cagey and said she "was sure they had done the service, but would get the staff member to phone me back to confirm". They haven't got back to me and I doubt will today, now that it has gone 6.30pm.

 

While waiting I phoned VWFS who manage the Skoda Service Plan that I took out, and asked them if they can see anything on their systems which suggest that the service plan has been completed. This person told me it normally can take up to 48 hours for this to appear on their systems, but she agreed with my point that normally a detailed report would be provided at the conclusion of a service, and the absence of this was out of the ordinary.

 

Have I been mugged off? Do you people normally get a more detailed report after a service - I know I did last year from an independent garage, and in the years previous when I had cars from Honda and Peugeot.

 

Do you think I'm imagining this scenario and being paranoid, or could this have actually happened? There are another couple of things that have made me suspicious about this dealer which I've not included here as they aren't linked to the service itself...

Edited 18 October, 20241 yr by BigBlockOfCheese

People hide an awful lot of bad behaviour in vague terms and comforting-sounding phrases.

This garage sounds like they could be fobbing you off with vague waffle. The trick is to pin them down to specifics.

Ask more specific questions. Forget asking about your "service".

Ask "When my car was with you, was the engine oil and filter changed? Which oil was used? Was the air filter changed? Was the fuel filter changed?" etc.

Ask them WHO performed the work, get a name.

Then ask for the paperwork confirming all this.

 

If they fob you off and tell you it's all been done and you have no need to worry, without providing details and evidence, then maybe you have been mugged off.

Make allowances for dippy reception staff and busy service managers, but be persistent.

Don't encourage the idea that if they just keep fobbing you off for long enough, eventually you will go away.

I'd be looking for another garage for the next service, as you clearly don't trust this one.

49 minutes ago, BigBlockOfCheese said:

Carry out MOT Test

Have you the MOT paperwork?

Is it online? 

https://www.gov.uk/check-mot-history

 

Service details should be put on an online ' Digital Service Schedule ' website.

 

This can also be checked?

 

Thanks. AG Falco

25 minutes ago, EnterName said:

The trick is to pin them down to specifics.

Ask more specific questions. Forget asking about your "service".

Ask "When my car was with you, was the engine oil and filter changed? Which oil was used? Was the air filter changed? Was the fuel filter changed?" etc.

Ask them WHO performed the work, get a name.

Then ask for the paperwork confirming all this.

This is extremely helpful, I will do as you say. Thank you for your advice, it is much appreciated.

20 minutes ago, AGFalco said:

Have you the MOT paperwork?

Is it online? 

https://www.gov.uk/check-mot-history

 

Service details should be put on an online ' Digital Service Schedule ' website. This can also be checked?

The MOT paperwork was provided separately, and I've checked that online, and it matches - so they got that bit right but I'm sure they know they'd be in dangerous waters if they didn't get that bit right.

 

I agree that a digital service schedule would be a great thing to have, but don't think it exists with Skoda yet, does it? If so I would definitely be checking it now...

 

One thing I didn't mention though is that they initially told me the vehicle would fail the MOT due to an item stuck in a rear seatbelt anchor point. They said they were unable to get the stuck item out, and quoted £170 to replace it. They asked me to pre-pay for this to be fitted next week, and I paid this as part of my invoice for wiper blades and new battery, but when I got home I managed to fix the issue quite easily and the seatbelt and anchor point are now fully working. I phoned them back up within the hour to request they cancel the ordered part for the seatbelt anchor point, and they told me they'd try to cancel the item which had been specially ordered, but couldn't confirm whether they'd be able to cancel it... and said that if the item arrived with them, then I'd just have to lump it and have the item that had been ordered, with no option for a refund for an item I didn't need. I argued that this was not reasonable and ultimately another staffmember agreed with my position and said they'd refund it... but they refunded me £155, not £170. Examining the original invoice shows that despite quoting me £170 they only charged £155. When I asked for a credit note, they said they couldn't provide this at the time but would email it through. I'm still waiting.

Edited 18 October, 20241 yr by BigBlockOfCheese

2 minutes ago, BigBlockOfCheese said:

but don't think it exists with Skoda yet, does it? If so I would definitely be checking it now...

Yes it does.

 

If you PM me I can check.

 

Thanks. AG Falco

Have I missed something, how did it pass an MoT if a seat belt (anchorage /stalk??) couldn't be tested?  - https://www.gov.uk/guidance/mot-inspection-manual-for-private-passenger-and-light-commercial-vehicles/7-other-equipment#section-7-1-2

 

Edited 18 October, 20241 yr by nta16

Just now, nta16 said:

Have I missed something, how did it pass an MoT if a seat belt (anchorage?) couldn't be tested?  - https://www.gov.uk/guidance/mot-inspection-manual-for-private-passenger-and-light-commercial-vehicles/7-other-equipment#section-7-1-2

 

I took it home for 10 minutes after I'd pre-paid for the replacement part. I fiddled with it and got the item out (using a teaspoon!). I then took it back to them and they completed the MOT.

 

I didn't initially add this aspect into the timeline, as I wanted to keep it focussed on the service issue, but hey. I suppose it is relevant as their behaviour around this increased my suspicion. I literally asked them, "did you really try to fix it, or are you just trying to sell me an expensive thing I don't need". I was assured they'd tried to fix it and couldn't. 

A "service" is just an engine oil and filter change and a look-see for more chargeable work (the "free health check" often offered, if it's had a "full car road test" then that would show up on your milage (if you know what it was when you left the car with them.  Who knows how many or much diagnostics checks actually get done, I'm not saying they don't do them but I can't remember seeing any evidence (perhaps I have and forgot, no printed evidence with my wife's 2015 car),

 

For extended scope you might or might not be able to see evidence of the wheels being removed and doors lubricated (a job you'd probably do better yourself).

 

As for £330 for a battery replacement you could possibly get it done twice or more elsewhere, including any necessary 'coding' if you own an appropriate battery charger and maintainer and fully recharge the battery with it after reading the car's Owner's Manual and charger maintainer's booklet instructions, if done properly you may well get much more good serviceable life out of the battery with just very occasional future preventative recharges using the charger maintainer - but of course I can't know this and you may prefer to change the battery anyway if it's the factory original.

 

If you want I can scan in some Dealership "service" bills to show how they were for my wife's 2015 Fabia bills and put them up as images/photos here, just let me know.

 

After decades of poor and very poor service, and being ripped-off, by some of those in the British (well English motor trade) and hearing stories from people I know who work/worked in the trade for decades I really dislike to see customers done down (of course not all customers are exactly angels i know this from decades of experience too).

 

Edited 18 October, 20241 yr by nta16
missing word

22 minutes ago, BigBlockOfCheese said:

I literally asked them, "did you really try to fix it, or are you just trying to sell me an expensive thing I don't need". I was assured they'd tried to fix it and couldn't. 

Looks like you're over-qualified to work there at repairs then !!  😆  Sometimes you just gotta laff at these idiots, especially when they really insult your intelligence, or that of any pet anyone has.

 

1 hour ago, nta16 said:

If you want I can scan in some Dealership "service" - [bills ] - to show how they were for my wife's 2015 Fabia bills and put them up as images/photos here, just let me know

Just seen I left an important word out (how very unlike me).

 

14 minutes ago, nta16 said:

Just seen I left an important word out (how very unlike me).

 

Hi Nigel, thanks very much for your kind offer. If this is a very quick/easy task then great - thank you - it would be interesting to compare. If it's a hassle then please don't worry.

 

I'll be going back next week to ask them a few questions, whatever happens.

 

Easy but nothing is quick with me (except perhaps the first half going down, sometimes too quick).  In Blue Peter fashion "here's some I prepared earlier" then I have a chore to attend to and then I'll crank up the scanner.

 

A "Complete record" of digital record from a VWŠkoda Dealership -

 

 

 

Took a bit longer as I couldn't find a shilling for the 'lectric meter.

 

The following is of the "8yr/80,000 mile service" (and the digital "Individual record" for that "service") just as an example, I have records of other "services" some with added maintenance stuff, that I had to get my wife to ask them to do as they didn't follow their own schedules, and some humorous ticksheets (tyres interesting) of work done and "work required" if you need other examples.

 

Any images that's not clear I can do 'bigger' to make it clear.

 

"Services" for just the engine are of lower importance than other more important components on the car like brakes, steering, suspension (all three include tyres), lights, safety electrics, reflective numberplates, windows and mirror (see and be seen) engine especially diesel can puff along (smoke) for ages and often need more attention to keep them (a bit) cleaner than Dealers/garages/mechanics servicing schedules. and intervals.

 

 

12 hours ago, AGFalco said:

Yes it does.

 

If you PM me I can check.

 

Thanks. AG Falco

Which is a lovely offer


More generally though people can also email [email protected]  (with your Reg No and/or VIN)  to request the digital record, in my case they took around 5 days to provide it which I don't think is too shabby

Edited 19 October, 20241 yr by Winston_Woof

2 hours ago, Winston_Woof said:

More generally though people can also email [email protected]  (with your Reg No and/or VIN)  to request the digital record, in my case they took around 5 days to provide it which I don't think is too shabby

Thanks, I'll try to get my wife to do that as she forgets to ask them for a paper print out (more reliable and instant that digital transfers) of the "Complete record" which I want for our records.  I'll see how long it takes for a reply (and how long for my wife to send the email, probably quickly if the laptop is open now.

 

The Dealership did give a paper printed copy of the "individual record" (as shown above) without being asked as they probably got used to us old folk (my wife and I as examples) wanting paper records and not digital or as well as, how odd the crumblies are they must think.  My wife is always in too much of a rush to get out of the place to ask and wait for a print out of the "complete record" and I can't blame her for that.

 

15 hours ago, nta16 said:

Any images that's not clear I can do 'bigger' to make it clear.

Looks like it is listed as a Fabia 1.2 TSI 110 on the invoice which is a CJZD engine.

But a CJZC ( noted in the next box ) is 90 as your avatar notes show.🤔

 

Thanks. AG Falco

1 hour ago, AGFalco said:

Looks like it is listed as a Fabia 1.2 TSI 110 on the invoice which is a CJZD engine.

But a CJZC ( noted in the next box ) is 90 as your avatar notes show.🤔

I'd forgotten that, a typo or laziness of not clearing previous entry on that form perhaps everywhere else that I can remember has it as a 90hp (66KW) CJZC.

How much did you pay, wiper, battery and seat belt excluded? Did they offer any lube?

 

I'd be asking for a refund for any work not yet completed, buy a £100-150 battery off eurocarparts in the exact spec required and have it fitted and coded for free at the nearest independent that will now do your actual service. Wiper is under £10 on ebay btw

 

One thing to note, resetting inspection resets service interval as well, i don't think they had much of a choice there

I agree totally with battery and wiper suggestions above:  they are basically just (long term) consumables so why subsidise main dealer prices:

For wipers I now buy Ebay.  10-15 pounds for set of 3!   Original rear wash was poor ( till later on I opened up the jet slightly with a mini drill bit) and the rear wiper creaked from new.  Mentioned at first service- no interest- fobbed off. After 18 months I bought a genuine replacement rear wiper from dealers at about £25.   This one also creaked and skipped.

when at the second service the report suggested I needed a new rear wiper I nearly flipped. Politely explained it was a nearly new one from their own parts shop and no way would I ever put another genuine Skoda blade on. The Ebay cheapo bought afterwards has never creaked or skipped.

Try batterymegastore.uk or Taynabatteries for a new battery (Yuasa or Varta) delivered at less than half the dealer price - maybe even an improved AGM type for that,  and get it coded locally for a minimal price ( and fitted locally if needed).

Might be vaguely helpful. Launch the MySkoda app or go to the website . Go to "inspect", then "car details" and at the bottom there's "download a digital certificate". It shows lots of stuff, including services. It also shows other work, and parts for non service work. My certificate runs to ten pages.

 

So I even  know I had some "quantum mix water" at one point. That's cheering at least. 

3 hours ago, crankcase said:

Launch the MySkoda app or go to the website .

The info available sounds good , but, and I could be wrong (I am many, many times) I'm not sure this is available on a 2016(?) Fabia.

 

It's not on my wife's 2015 Fabia AFAIK, which I am very, very glad about as the VWŠkoda computer programs on the car already bug the excrement out of me without anything else communicating or interfering with the car or my wife's mobile (so called "smart", it's not) phone.

 

Some items listed on a "service" bill as just blanket form filling and never go to the car, had that a few times over the decades, if you question it the usual reply is that the "service" is fixed priced and the items listed are available to be used even if not used, bit like the old hotel stuff, similar in some ways to the ticksheets from "services" with tyre tread increasing from one ticksheet to the next despite the additional mileage on them and the full tread on the non-existent spare wheel/tyre, that one's just 'form filling protocol'. ☺️

 

On 19/10/2024 at 17:41, Athrx said:

How much did you pay, wiper, battery and seat belt excluded? Did they offer any lube?

 

I'd be asking for a refund for any work not yet completed, buy a £100-150 battery off eurocarparts in the exact spec required and have it fitted and coded for free at the nearest independent that will now do your actual service. Wiper is under £10 on ebay btw

 

One thing to note, resetting inspection resets service interval as well, i don't think they had much of a choice there

 

The service was meant to be covered under the service plan, and the guy said "no charge for the service, as that is paid for by your service plan" - but I don't think they did a proper service, beyond the "Visual Health Check" mentioned on the paperwork. I will be asking them for a full explanation when I see them tomorrow about what exactly was done.

 

They quoted £30-odd for the rear wiper blade, £170 for the replacement seatbelt stalk, and £330 for the replacement battery. I paid all this up front last week. They fitted the wiper blade - I know I paid over the odds but it was convenient. When I fixed the seatbelt issue and returned, within an hour, they initially refused to refund me for the seatbelt stalk I'd prepaid for, saying they had to wait to see whether the part would be delivered to them - they said that if it was, then I would have to pay for it, and there's nothing that could be done about it. I said this was not reasonable, and was told that's just the way it was. At this point they'd done my MOT and were asking for me to pay for that, and I basically said I wouldn't be paying for the MOT until I got a reasonable resolution on the seatbelt issue. It got escalated and they immediately backed down and said that I wouldn't have to pay for the seatbelt stalk after all, given it wasn't necessary, and I'd not received it.

 

I prepaid for the battery and that is apparently going to come into stock tomorrow. I will be visiting and having a fairly direct conversation about the whole matter with them then.

On 20/10/2024 at 08:13, crankcase said:

Might be vaguely helpful. Launch the MySkoda app or go to the website . Go to "inspect", then "car details" and at the bottom there's "download a digital certificate". It shows lots of stuff, including services. It also shows other work, and parts for non service work. My certificate runs to ten pages.

 

So I even  know I had some "quantum mix water" at one point. That's cheering at least. 

Hi, I tried what you suggested but sadly my vehicle is not supported by the App: