Are we going to see a turnaround in Skoda/VW servicing?

[K1W1]

Capped-price servicing was designed to keep the independants out of the hunt.

It also keeps heads coming back to the dealership so sales people can approach owners of 3 or 4 year old vehicles with upgrade offers.

[Umai Naa!!]

It also keeps heads coming back to the dealership so sales people can approach owners of 3 or 4 year old vehicles with upgrade offers.

Absolutely. The old saying in the industry goes:

"The Sales department sells the first car, The Service Department sells the second, third, and fourth".

[BluChris]

I knew when I bought my Skoda that it would probably cost more than many common brands and was prepared for a premium because I liked the car.

I did not expect costs like the 4 year service, did not expect dealers who were very unhelpful and highly lacking in product knowledge, did not expect the build quality issues I experienced that the dealer couldn't/wouldn't fix and I mostly had to DIY... In other words it wasn't just cost, it was cost + poor customer experience. Can't tell you how much time I wasted and how immensely frustrating and disappointing it has been. I have had tons of cars, owned and company, and never had anything approaching this experience. I've had much worse cars (old French cars come to mind), but the dealers have been on the ball by and large, as have independents I used. If not, move on and easily find another who could do the job.

Guys, I hear lots of very good things about the independents who are forum members and a couple of months back that's where I was headed. I just got to the stage where I couldn't do it any more. After 3 years and some issues still unresolved (2/3 build quality) after a recent workshop visit for beaucoup $ that also required a return visit for rework, and facing a very big service bill plus probably brakes early next year, I cried 'enough'.

I work in a vehicle related industry and hear about repair costs for many Euro brands, and yes Land Rover is notorious. And, like me, I know of many owners across these brands who move away from them for these reasons. The point being that if service sells the next car, this is definitely where they lost me and are losing others. Maybe VAG have finally woken up to this?

[Greg Roles]

Great to hear, thanks for the lengthy update. Perhaps it's less about facing up to the issue and more about forthcoming major competition from excellent marques like Opel and the current majors releasing some great cars. If you were to go hunting in the next several months for a new toy, well there's a LOT of choice now....

Lately every time I notice a car and think "what is that" it's a bloody Hyundai or Kia! Seems the world is catching up.

[BluChris]

You may well be right Greg. Everything I drove is in a category below the one my Skoda was in at the time. All are decent cars I could live with. The Focus I chose is up there with the Golf, and for non-enthusiasts the new i30 is attractive inside and out. Hell, even the Cruze with the 1.4 ITI engine and IRS is a decent enough drive. Go up the scale and there's enormous choice. VAG needs to be on its game.

We all know there are plenty of trolls about and people with an axe to grind will jump in, but read the feedback on the VW article in The Age. It paints a picture of unhappy ownership.

[K1W1]

There is not a bad car on the market today. Even Alfas and Renaults are reliable (allow me some latitude here). The only decision is whether what you look at meets your price, performance and comfort/quality expectations.

[Umai Naa!!]

Another problem VGA are suffering from is allowing multi-franchise dealers to mix Skoda and VW in with the rest.

It simply doesn't work. VAG have some pretty stringent rules about procedures, workshop design, etc. Many of these clash with those of other manufacturers. The procedures are there because they're tried and tested, and they work for the product. Alot of dealerships tend to go in their own direction, or do it XYZ Car Company's way. Some dealerships are struggling to keep their head above water on Customer Satisfaction Indexes because of this.

[woofy]

My take is that the VW brand was growing so strongly in the last 5 years that they didn't feel the need to deal with this issue. Times were good and people were not worrying about service - they wanted the badge. Different for Skoda, where people were buying the product based on good background research.

Problem is, with serious flaws in the product range (Golf rattles in past models, 118 engine failures, 7 speed DSG issues, random issues across the board that seem more common than Japanese competitors etc), pretty consistent negative feedback about VW dealers and to an extent Skoda dealers and most competitors moving to fixed price servicing, something was going to bite sooner or later.

I won't go into detail, but let's just say the survey company intimated they had received plenty of negative feedback on VAG product and my experience was not isolated.

I have a deposit on one of the last German built Focus. In terms of service, 6 years or 105,000 km capped price service, all but one are $335, one is $470. Annual service intervals. Could the service turn out to be poor? Sure, but at least there is a far greater dealer choice and more likelihood of finding one you are OK with. Have done exactly this with other brands in the past.

Next year's 4 year service on the Octy quoted by Richmond $2,600. Typical minor service quoted cost about the same as the major on the Focus, etc. Independents are cheaper but still not cheap; for the 4 year I have been quoted $2,000. Yes, I know timing belt, DSG fluid etc; don't care. I have yet to mention these costs to anyone without a horrified reaction and instant, unprompted calls to sell it...

Time for VAG to fix it!

Really timing belt? I was told that a few years back but repeatedly have been told its now 105k/7 yrs. I have been meaning to call them, but when I last asked it was $800 for the 60kservice, plus another $1200 when the belt was due as well.

[K1W1]

Gee I was told 120,000 kms for the belt. I guess the inconsistency of information and pricing leads credence to the point of the thread.

[BluChris]

Stuffed if I know. I suggested it when quoting and Richmond agreed. The independent I spoke to also said timing belt at 4 years without being asked. I have a DSG so fluids as well. Brakes likely on top. You're right about impossibility of a straight answer being part of the problem.

I don't want to reignite the timing belt debate; the issue really is you have to go with what they say or you are on your own when problems occur. Plenty of UK posts saying 4 years regardless of mileage, but your call.