VW Australia need to change

[craig_the_german]

In the last couple of years I have bought a new MKVI Golf and recently a new Korean built Holden. The experience I had with the VW purchase left my wife in tears at the dealership and was just simply the most awful experience. The purchase of the "cheapest" Holden was one of the most pleasant buying experience I have had when dealing with Car Dealers.
VWA could take a leaf out of the "mainstream" dealers when it comes to customer service,
You don't need to buy an expensive car to get great service.

[Buller_Scott]

Particular our sales person didn't know **** about the cars he sold. He knew the colour and model names of the cars he sold, for anything else he had to 'look it up'. I mean he didn't even know that you can move the back bench back- and forwards in the Tig by 4cm. Glad I did my research before we we went there....

Before the test drive we were told 'not to drive too far' as 'they don't want to put too many kms on the car' and that 'once around the block should be enough' for a test drive.

that is just effing pathetic - to not know something as simple as the seat functionality, on a car you spend 40 hours a week around... no doubt all you need to get a job there, though, is to look good in a suit and to have the kind of lack of dignity befitting of people who chase sales. as for the test drive - i would have laughed and asked if they're trying to sell cars or not.

I took a really long time to buy this car, it is the most expensive I have owned. Now I have nothing but a bad experience and no car.

Worst decision of my life. VW should come clean with a new car or at least financial compensation. Fantastic car for the one week I had it in my possession!

i feel sorry for you. it would be nice, just like with tv's and mobile phones and computers, etc, if you could demand a replacement item under the "early life failure" policy/ laws, or if you could use the good ole ACCC thing of "had i known that it would have this major defect, i would not have purchased in the first place", in which case you can demand a new item or a full refund.

You don't need to buy an expensive car to get great service.

no, you dont. VWA stropping around with a complacent "pfffft, mate, if you dont buy this car from us, someone else will, so fck off, okay buddy?" attitude, not to mention the seemingly huge number of issues that they've got with their cars these days, is precisely why i'll not be buying VW for a long time. i've loved VW's ever since i first saw a VR6 when i was 14, i've had two so far, and luckily my little diesel pog has a bulletproof engine. i'll be hanging onto it for as long as it runs. but i think, as i like reliability and good service, my next car will be japanese (good service as in, i know where i'll be buying my next car, and they're good to deal with).

[samSC1192]

I went into a VW dealer the other week to get some cv bolts and when i went in there i got stared at like i shouldn't be there as if say whats this teenager doing in a place where expensive, nice cars are sold and when i did ask them for the part i wanted they didn't seem thrilled to take 5 mins out of their day and order the part for me.

[brimway]

Gone are the days when dealer staff "know" their product. When I went to get a pair of wiper blades for my MKV Golf,the parts guy wanted the VIN,WTF?

[thepowercosmic]

Gone are the days when dealer staff "know" their product. When I went to get a pair of wiper blades for my MKV Golf,the parts guy wanted the VIN,WTF?

Being asked for a VIN is not out of the ordinary when buying parts from a dealer, though for wiper blades does seem strange.

Reading this thread re-enforces the things that I have say when I get asked about what I think of the VW brand.

"With the dealership experience, it's really a wonder that they are able to sell as many cars as they do here in Australia"

[Transporter]

There are only 2 dealers in SA and I haven't been in Murray Bridge yet, but I believe they offer the same service as the Adelaide's Solitaire. When we bring the car to the dealer for warranty repair, we always are offered a courtesy car, the smallest we had was a new or just a couple of months old Golf or Jetta. The dealer was always polite, so was any staff I was talking to. I don't think that we can complain much.

If you're not happy with the dealer you're talking to, the first step would be to ask for the dealer principal and if that doesn't solve anything just call VW Australia or even head office in Germany.

But make sure when you deal with the dealer that you're always polite, that including the bargaining when you buy a car, since the bad word spreads quickly these days.

[bombsquad21]

This is an area where Lexus bury V-AG.

They may bury VAG, the abomination that is Brisbane's inner city VW dealer see's to that. But in many cases, they are really not that great themselves. I've had many many dealings with them, service, car purchases, finance etc. Both in Brisbane and remotely when I bought a car from a Lexus dealer in Adelaide. The simple fact is no-one is...Not locally anyways, over the years I have experienced exemplary service from only 1! source. I spend all my money, all my wife's money, all the money for my business and a lot of money for long term employer.

No-one delivers what they say they will..
No-one knows their products..
No-one shows any initiative, up sells or follows through..
Telco's, Cars, Banks, Airlines, ISP's, supermarkets (think about how much money you give them a year). It just goes on and on and on..

Everybody I know who has purchased a VAG product new has reiterated the negative sentiments shared by others, without exception.

I was in LA this past xmas, the retailers their want your money, the car dealers are professional and motivated, they offer service and the staff undergo training.

[Finance_Analyst]

While my own experience was first class, I do find the city dealers around Brisbane are 'muppets'. Australs are pretty bad, Highway don't let you drive on weekends (or so I was told, even though I pulled up in my Merc SLK so they couldn't have thought I was a joy rider). I then called the manager at Highways to tell him he lost a sale and that I would tell all my clients/friends to NEVER go there., plus I would make an offical complaint to VW Australia on their appalling customer service.

But the problem is, most ppl are too lazy to drive a bit further and find better service to make the experience better. VW is like Mercedes was 6-8 years ago, when they were so arrogant that there was no discounting and cars will sell with or without you. Best customer service I find is Lexus or BMW (even if their cars are pretty crap these days).

[kinezo]

Cannot argue with the above topic, hence i cannot speak highly enough of Chris at burwin vw. He is the only person that i trust, who provides exceptional service with the most honest information best to his knowledge. I know a few guys on vwgolf.net and vwwc from interstate who have purchased cars from him just based on his level of service and his ability to do whatever he possibly can to pull a deal through. I have even heard he will hold off from giving you a qoute because he wants to wait for his manager to be in a good mood before he present the proposal to him, to make sure his customer gets the best possible price. I cannot comment on burwin as a whole as i have dealt with some stuck up people there but Chris Seck has been a champ. He is also a car enthusiest and understand the values of owning a vdub or any car. I knwo some people on here will agree with me.........

[kinezo]

Btw, he owns a baller of a passat. Grey passat R36 with black telladegas with soon to be straight pipe exhaust.......hrmmmmmm