Not happy with after purchase treatment. What to do?

[Timmy10]

Hi all,

Not happy with the after purchase treatment I have been getting.

A few costmetic and non cosmetic issues. I dont want to go into detail on this though.

I call the dealer and email them, and yet they dont respond and only get a hold of them if I call them the following day or the day after.

I still havent submitted that survey that is going back to VW, that expires at the end of this month. Should I just give them a bad rating? Or send a letter to the dealer first outlining this?

Some say I should get over it and pretty much suck it up and do it on their terms, but considering i spend $35k on a car I think I am entitled to basic customer service.

ANyone had experience or advice?

[noowve]

Hi Tim

what i suggesst you to do are the following

you may want to get the guy to contact VW head office and demand a VW rep independently assesses it. They visit dealerships usually 1-2 times a month

The other you should do is to get hold of Anke Koeckler (CEO VW Australia) and refer to this article Volkswagen - VW gets serious about customer service | GoAuto.. VW has been talking up customer service and i've got friends and business associates that has been treated like dirt after they have purchase their vehicle from dealership.. Not all dealership are bad, but some don't live up to expectations in terms of looking after their customer.

The second thing is to contact the office of fair trading and explain the issues. (this should be referred to in a letter to Anke [which should be copied to the local dealer], giving her 7 days to respond, and then advising you will be contacting the office of fair trading)

The third thing you should do is also explain you are sending a copy to Ross and John on the 3AW breakfast show to try and gauge the level at which this poses a safety issue with other VW owners.



THIS WILL GET ACTION

hope that helps

[Christopher]

Look. I think noowve's response is pretty full on. Firstly - have you been down to the dealership and spoken to the dealer manager about this to express your dismay about the way you've been treated?
In the end, the survey is your chance to voice your opinion and experience, use it that way. But I'd definitely speak to the dealer manager first..

[Timmy10]

Hey Christopher,

Im not planning on doing the survey etc without speaking to the dealer manager first. That will definately be my first port of action.

I just wanted to know what people have done and what outcomes have occured.

[GTi Crow]

Look. I think noowve's response is pretty full on. Firstly - have you been down to the dealership and spoken to the dealer manager about this to express your dismay about the way you've been treated?
In the end, the survey is your chance to voice your opinion and experience, use it that way. But I'd definitely speak to the dealer manager first..

Totally agree with this approach. Go face to face first.

[moniker]

Survey? I don't recall ever doing any survey?
Would this have been on delivery day?

[nau]

Survey? I don't recall ever doing any survey?
Would this have been on delivery day?

I was told it gets send to you after about a month....


if you have time just go there and talk to the manager, if its still not satisfuctory do what noowve said

[STV4SYT]

I got mine last week, so about 2 months after the delivery.

Most dealerships offer a 1000km checkover, just book in for that and discuss the issues then with the service dept.

At the end of the day they are the ones that will have to rectify and blunt as it sounds, once they have sold the car, a lot of sales people disappear...

[craig_the_german]

Hi all,

The issue that I had when I took delivery of my Golf was that the dealership forgot/couldn't be bothered to even detail the car before delivery. (documented in another thread here) and tried to deliver it in that condition.

I contacted VWA customer service and they have responded quickly saying that they will contact both the Sales Manager and the Dealer Principle on my behalf.

Considering that it was the Sales Manager himself who we were dealing with and who was looking after the sale after the salesman left the dealership...I have my doubts if the dealership will do anything.....we will wait and see.

[PassatB6]

I would suggest you submit the survey with a negative response because that reflects exactly your experience. You shouldn't have to keep giving them multiple chances - they should know their job by now. Nothing changes with these sort of people until they see consequences coming. VW Australia is definitely the next port of call.

Believe me if you do nothing, the next customer will cop it X2. So you're doing us all a favour.