We Got our First Polo GTI in today...

[FJ Steve]

Guys, he had taken the time to inform us of his perspective and provide a little more info than most of us have access to. I think the more appreciation business' have for this forum, the more leverage and influence we can have.

How about a little appreciation for his taking the time to show his perspective, he sure didn't have to...

this. Totally agree.

[OilBurna]

I think it is positive at least that David posted a reply and offered a detailed explanation. I recently had an extremely good experience with Bayford's service department who went the extra mile and helped me out of a jam when another dealer who shall nameless couldn't even be bothered lifting a finger to help when my car broke down literally 200m from the service dept. All good dealers can often have bad eggs for those in customer service it is the feedback that helps us improve

[walbjj]

as a business owner, i know there is always 2 sides to a story. also, there is always more to those 2 stories than the layman can ever know.
in this instance, i think he was trying to "educate" people on some of the intricacies of being a car dealership. he didnt have to, he could have just said sorry and left it at that. then people would have gotten their back up and complained he didnt go far enough.
ur damned if u do, and damned if u dont. what does a guy need to do. he doesnt know how much or how little needs to be said, he is just saying what he thinks is a decent response from his point of view.
i know ive been in countless situations with customers trying to explain to them mundane issues involved in running a food retail business in a shopping centre, and they dont have a clue.

[Buller_Scott]

we're about 10 years behind the rest of the modern world in Australia, but mr Blackwood- it's 2010. people flock to the internet for advice, and for discussion, with their peers. you may not like this fact, but your only saving grace is that at least with this forum, it's pretty heavily overmoderated, so any negative feedback directed at you will likely be deleted under the premise of "if you dont like it, then it must mean you cant afford it" (as if this is a lamborghini or a porsche forum for people who live in bellevue hill).

get used to it, david. the internet isnt just for facebook and porn. any negative feedback on here has the potential to spread to other forums, for enthusiasts of other car makes who could be potential customers, who'd now avoid your business as a result of this negative feedback.

man up. understand that the internet is a tool that will help keep your business honest, and in shape. sweeping things under the carpet with complaints to internal departments... that's 90's, man.

[Transporter]

Poor reply David. Rather than make the apology your potential customer so clearly deserves in the opening lines of your response, you instead focus on how it's affecting your business. You then follow that up with a snide comment about "fighting an uphill battle."

The entire tone of the apology, such as it is, is negative and only reinforces the opinion formed by me when I read the original post.

Complaining that you'd prefer to receive feedback in a different manner is a little disingenuous when your business is quite happy to use this forum for good news stories. More particularly in this example I fail to see that it is the customers responsibility to ensure your employees and their managers adhere to your claimed business practices. Or to do you the personal favor of notifying you when they aren't. That's what you're paid for. Managing your business.

You should be thanking the poster for posting on here in the first place because at least you've been made aware of what is going on at your business. You won't though because quite clearly you're more interested in damage control.

Man apologized what more do you want, if you red his post till the end you would know. (the same to BR @ ON).


To David Blackwood, your staff (anyone in your company who hear it) should report you any negative feedback from all customers immediately (If it was me at the position that would be the rule no.1 and failing it would mean immediate dismissal).

[pologti18t]

get used to it, david. the internet isnt just for facebook and porn. any negative feedback on here has the potential to spread to other forums, for enthusiasts of other car makes who could be potential customers, who'd now avoid your business as a result of this negative feedback.

man up. understand that the internet is a tool that will help keep your business honest, and in shape. sweeping things under the carpet with complaints to internal departments... that's 90's, man.

Are you for real? Most forums are peopled/visited by the lunatic fringe - lol You know, the ones who complain at the drop of a hat.
Complaints should indeed be handled by people trained to do so.

Just because you don't like the response from a business doesn't make automatically right and them wrong.

[Transporter]

I feel sorry for people who keep their car for 10+ years and they have to pay $2500+ the dealer delivery fee. But I don't feel sorry for people who change their cars every 2-3 years - they're rich and they can afford it, and it's probably them complaining the most.

So, yeah, get over it!

[vvt172]

The customer is always right!

[walbjj]

The customer is always right!

Sometimes. Not always

[Frostee]

Followed up with my Dealer re delivery date of my GTI.

Response was they're awaiting advice from VW. Seems the reported 22nd Dec memo re delivery is news to them, or they're playing it close to their chest. I think it's the former.