Customer Service in Brisbane...?? where?

[T&M]

OK. Look away now... I'm going to name names!

About 4 weeks ago we called the dealer we bought the Tiguan from in order to book in for the 15,000km service. This was Austral VW at Newstead in Brisbane.
Made the call about 0930 as we wanted to avoid their "morning rush". We were put thru to their service dept and gave all our details, asked for a date well in advance so my wife could get a loan car so she could still do her work. Then asked if we could just simply show up on the day with a small list of things to check or would he prefer I give him the list over the phone now.
The response was "we don't do lists". Not really knowing what he meant, I asked about how are we meant to communicate what needs attention...? This all took approx 1-2 mins. He then cut me off and said he had other customers waiting! Absolutley stunned, I reminded him that we too, were customers. He hung up! Hmmmmm...... WTF.

I called back and asked for their service manager - Gary.

No he said, out staff wouldn't do that.

Next call was to Norris Motor Group VW at Windsor. Asked if we could book in for the service, gave the details, got the loan car booked, he noted down what needed attention etc etc... My wife went in on the day, brand new Golf loan car was waiting.... absolutley nothing was a problem.

One of the problems on our list was the radio reception cut out every now and then with no general pattern. When NMG investigated they found that when Austral did some pre-delivery installtions, they had cut a wire around the back and never bothered to fix it, just left it dangling there. Imagine being told that after what has happened so far.

Well in summary...... WE WILL NEVER EVER DEAL WITH OR RECOMMEND AUSTRAL TO ANYBODY.

This may have been a one off - don't care they have burnt their business with us for ever.

That's our rant.