VW Australia survey

[hely]

i'm sure the Corolla wasn't purchased from Sci Fleet.

[z1000]

I too complained about poor aftersales service of a particular dealer on the survey, but nothing has been followed up as far as I know.

There were numrous annoyances with this particular purchase:
• Dealer provided false stock availability to secure the sale.
• Unable to source an exact vehicle as per sales contract, but refused to release the deposit.
• Promised a 2012 compliant car but provided a 2011 plated car instead. The contract only says MY12.
• Postponed the delivery date three times.
• Expensive rear parking sensors are not the genuine VW accessory as I was led to believe. Genuine accessory is not the official VW accessory.
• Car is poorly prepared for the delivery; tyres overinflated (47psi cold), sticky residuals on exterior panels, loose interior trim caused by the sub standard rear sensor install.
• Did not provide radio pin code despite two formal requests.

Of course not all dealerships are as bad as the one I dealt with, maybe it is just not my year.

[brimway]

i'm sure the Corolla wasn't purchased from Sci Fleet.

Torque at Northlakes

[dmn]

My wife and I bought a new 132 Tiguan and a Polo GTI on the same day. You would have thought the dealer would be falling over themselves: you would be wrong. Picked up the Polo first, had less than half a tank of juice, which we didnt realise until the next day. 4 days later the Tiguan had the same lack of fuel. When I pointed this out, they said it must have been an oversight and went and filled it. The service manager was 'surprised' that it was VW policy to supply all new cars with a full tank.

I asked for the radio codes for both vehicles. Not supplied. Booked in with them to have the vehicles plugged in to provide the codes. The salesman hadnt advised the service crew, wasted an hour with no codes for either vehicle. And the list goes on and and on.

Completed the surveys and did receive a call from VW Australia, expressing their concern at the problems we encountered, including the salesman dropping the 'F' bomb on the phone when I inquired about the issue with the radio codes.

Sales manager rang me 'alarmed' at what we had been through wanting to know what he could do to improve the 'experience'. Well, the purchases have been made and the damage in our minds very clear. We will not take our vehicles to them for servicing, but will be going to a VW specialist who I have visited and spoken to. Unlike the dealer, he is interested, informative and nearly half the price when it comes to servicing costs.

I know of two other people who have similar bad experiences with our dealer. Just wish I had known before I went throught the purchasing process.

Cheers

Some of my adventures with a northside Canberra dealer which I might add are still ongoing since it's 15k service in August last year

http://www.vwwatercooled.org.au/foru...ice-64411.html

VWA got involved so they could actually fix the towbar wiring that they (the dealer) stuffed up when the towbar was fitted before delivery...in the end it did get fixed thanks to VWA's intervention...mind you it was the dealers fault in the first place due to their incompetence...even went without a boot light for 12 months - need I say anymore!

Unfortunately they also couldn't stop the reverse sensors going off when the trailer was hooked up and I was reversing - they said they needed some codes - mind you they had the car for 2 days and that was November last year - still waiting - now that's service for you - NFI

But wait, there's more, had a phone call from the service department (Jan this year) asking me to bring the vehicle in to fix something that they had already been fixed, that was after he actually asked what they did fix in the first place which was the wastegate clip and earth lead - there's a communication problem somewhere - hello anyone home time to update your computer systems!

Have already been to see CVWC in tuggers (thanks to Pullstarter) to tee up my 30k service next month - nice to talk to somebody that knows my pain and obviously has a keen interest in VW's and whats-more knows his stuff! - as for the dealers wake up to yourselves!

[mutare 23]

[QUOTE=dmn;788745]Some of my adventures with a northside Canberra dealer which I might add are still ongoing since it's 15k service in August last year

http://www.vwwatercooled.org.au/foru...ice-64411.html

VWA got involved so they could actually fix the towbar wiring that they (the dealer) stuffed up when the towbar was fitted before delivery...in the end it did get fixed thanks to VWA's intervention...mind you it was the dealers fault in the first place due to their incompetence...even went without a boot light for 12 months - need I say anymore!

Unfortunately they also couldn't stop the reverse sensors going off when the trailer was hooked up and I was reversing - they said they needed some codes - mind you they had the car for 2 days and that was November last year - still waiting - now that's service for you - NFI

But wait, there's more, had a phone call from the service department (Jan this year) asking me to bring the vehicle in to fix something that they had already been fixed, that was after he actually asked what they did fix in the first place which was the wastegate clip and earth lead - there's a communication problem somewhere - hello anyone home time to update your computer systems!

Have already been to see CVWC in tuggers (thanks to Pullstarter) to tee up my 30k service next month - nice to talk to somebody that knows my pain and obviously has a keen interest in VW's and whats-more knows his stuff! - as for the dealers wake up to yourselves!

DMN

you are totally spot on. Michael at CVWC is switched on keen and interested in his work and his customers. This is the total opposite to my experience at the dealership.

He will be handling our Tiggy and Polo GTI and I note in other sections of the forum that he comes highly recommended across the board.

Cheers

[TDZ]

Hey Tony Tiger,

I work for a large company that does do some surveys (not just surveys) and no i'm not from VW.

Filling in surveys does very little, as surveys are used as a means of gathering the majority view (think voting system), since your case (hopefully) is in the minority chances are your feedback would be viewed as an outlier and it'll give someone a good laugh at your expense/may get some sympathy.

If they stuffed you around to the point where its unethical, ie gave you wrong car/ gave you lemon/ did a runner with your money there is always the legal system/small claims court etc. However if its a matter of delayed delivery or something minor its probably something best copped on the chin and move on.

If its something small and youre actually financially out of pocket, there are ways but you'll need to do some ground work, first like others have said write a letter directly to the dealer explaining the situation and what you expect from them. (be reasonable or you'll just get someone laugh in your face) eg you expect money back for not getting option or getting them to install said option. If you don't get any joy your next bet is filing a formal dispute with the ombudsman (free service), where they will act as a mediator. I've lodged few disputes with the ombudsman myself and the system does work.

If that fails, and you still think its worth fighting (and winning) get yourself a good lawyer, and be prepared to stick to your guns.

Sorry about your issues with a VW dealer, but join the club. Pretty sure everyone has been stuffed around by a dealer in some form or another.

[whiskywallah]

Just had a fantastic pre-sales experience at 1 dealer and a decidedly average, read
from the script experience at another. Hopefully the pre-sales joy translates in 11 days time. I'll keep you posted

[Tony Tiggy]

Hey Tony Tiger,

I work for a large company that does do some surveys (not just surveys) and no i'm not from VW.

Filling in surveys does very little, as surveys are used as a means of gathering the majority view (think voting system), since your case (hopefully) is in the minority chances are your feedback would be viewed as an outlier and it'll give someone a good laugh at your expense/may get some sympathy.

If they stuffed you around to the point where its unethical, ie gave you wrong car/ gave you lemon/ did a runner with your money there is always the legal system/small claims court etc. However if its a matter of delayed delivery or something minor its probably something best copped on the chin and move on.

If its something small and youre actually financially out of pocket, there are ways but you'll need to do some ground work, first like others have said write a letter directly to the dealer explaining the situation and what you expect from them. (be reasonable or you'll just get someone laugh in your face) eg you expect money back for not getting option or getting them to install said option. If you don't get any joy your next bet is filing a formal dispute with the ombudsman (free service), where they will act as a mediator. I've lodged few disputes with the ombudsman myself and the system does work.

If that fails, and you still think its worth fighting (and winning) get yourself a good lawyer, and be prepared to stick to your guns.

Sorry about your issues with a VW dealer, but join the club. Pretty sure everyone has been stuffed around by a dealer in some form or another.

One thing I should have said earlier is that I have completed three surveys and sent an email to VWA. Not a word in reply.... It's a matter of principle mostly as I'm not out of pocket, however 3 items that we agreed would be included were not. Floor mats and window tint, which I have paid to be completed and I was assured that parking sensors were a part of the comfort pack (which of course isn't the case now I know - after I get the car). It's clear that the salesman didn't know what he was talking about and he Actually wouldn't do the hand over at the dealership as I had give him a spray already for stuffing me around so much with delivery dates.
I have since found out that the sales manager has been "let go" and I know of two people who have also received very poor service from this major Sydney dealership.... I will be following this up with both the dealer and VW Australia.

[SnowMotion]

Interesting reading this thread today as the pattern of behavior by the dealers seems consistent. I can add to a new LOW in the behavior of a dealer in relation to the surveys sent out by VWA.

I have been a difficult time getting my VW dealer to fit an option that is clearly listed on my contract. The dealer refused to rectify the problem so I lodged a complaint with NSW Fair Trading. So then the dealer agrees to do something. The rectification has been slow, of non VW parts and has damaged my leather seats in the process. So not really a fun experience and still not complete.

I have also been receiving the Surveys from Neilson and have been filling them as I thing feed back is good for a company to learn and grow. In the last survey I completed I added so notes at the end of the survey about my dissatisfaction in the experience buying a VW.
The next day I received a phone call from the salesman advising that the dealership had been sent a copy of my survey and were now no longer going complete any of the rectification work on my vehicle because of what i had said in my survey.

This reaction is the most unprofessional response I have ever experience in response to customer feedback.

I warn all of you that you may want to think twice about completing any survey for VWA as they do not want to know the truth.

[Dr freedom]

Snow, Id inform VWA, not the dealer, that you will be sending the survey & a signed statement of events to NSW Fair Trading

I also think there generally is a major difference between dealerships that are privately owned & ones that are VWA owned.