Not best pleased...

[pat15312]

I am in a bit of a grumpy mood this morning...

Up until Friday, I was anxiously looking forward to picking up my 'rocco on Monday.
I thought i should ring up my dealership salesman to find out what day I should pick the car up. I wanted to do it as early as possible as I had booked the day off.

It was my salesman's day off so some other salesman let me know the news...
"oh your car hasn't arrived yet, it's still in Germany. You should speak to you salesman on Saturday."

I rang the guy yesterday at 10am. His exact words were "give me 10-15mins and i'll give you some more exact details."
11am rolled along and nothing so I rang again to give him a bit of an earful. Again, "give me 10-15mins and i'll give you some more exact details."
I didn't hear from him all day and i refused to ring him again on Saturday.

This morning i rang him again and really laid in. 5 minutes later i had an email outlining the situation.
So the car is now in Sheerness in Kent, so in the country at least.
The car should be at the dealership on 21st or 22nd of May.
Taking into account the 3 working days to get things sorted out, I should be picking the car up on the 27th.

I'm not really bothered about the car not arriving on time as I know the car is in demand and VW are under pressure with the 'rocco, passat cc and beetle. We ourselves, as a business, are struggling to get our deliveries out as its so busy at the moment.
I'm even not really bothered that he didn't get back to me when he said he did as he may be busy with customers at the time and he probably just forgot.

The bit that pisses me off is that if i hadn't rang the dealership up, i would have booked the day of on Monday, driven over to the dealership and been very, VERY annoyed.

It has put a bit of a downer on the whole experience.

[greenstick]

Making a phonecall is such a simple thing for them to do and makes a whole load of difference to the customer.

Sometimes I think the sales staff forget who pays their wages.

I'm also awaiting a call back from one of the salesman, from last Monday.

I don't think this is uncommon with VW dealershits though

[MRKJM]

Making a phonecall is such a simple thing for them to do and makes a whole load of difference to the customer.

Sometimes I think the sales staff forget who pays their wages.

I'm also awaiting a call back from my salesman, from last Monday.

I don't think this is uncommon with VW dealershits though

Stronly agree with you mate, as you say if it wasn't for us they wouldn't have a job nor a wage at the end of the week. I phoned 1 of the dealers on Thursday and was told the salesmen where all to busy and someone would ring me back, guess what??? they didn't bother their a**. Really frustrating, do they want to sell cars or not, same with another dealer I literally had intended ordering a car with, phoned the salesman twice last week was told he'd ring me back which he didn't. I always wondered if you asked for the manager in these dealerships and complained about this problem would anything be done?

[scirocco]

When you have taken delivery of your car you will receive a call from an agency used by VW to determine customer satisfaction. Tell them exactly how the dealer treated you. It very important that the dealer gets a good review as I hear it effects dealership bonuses and numbers of cars supplied to them in one year. You can have the last laugh....

[pat15312]

I spoke to the dealership manager a while back.
I had originally ordered a manual but a week later I found that the 7 speed dsg was available.
I rang up to change the order and spoke to the manager. I actually asked if it would all go through ok and that it wasn't too late and he said it was fine.
Again, a few weeks later I rang to ask for a firm delivery date, as I hadn't been given one at this point.
I made a comment about how I had tried the dsg in a mates car and that I couldn't wait to try the launch control.
The salesman then reaffirmed that I was getting a manual... I was like what?!? Your manager said it was all changed and went through ok!!!
I think I will most definatly be ordering my next volkswagen from jonathan at the cirencester vw dealership (most of you will know him as business manager on here and scirocconet).
Love volkswagens sooo much but they need to sort out their salesmanship, some dealers are well below par.
Ps. £5 says that the car won't come with the extras I asked for (alloy pedals, bootliner and door sill) ordered, let alone fitted...
This really would be the icing on the cake...

[albertz33]

What price a phone call?

Sadly this is not only VW's fault but a modern day phenomenon, it happens everywhere,..would it take so much time / effort to pick up the phone or bang out a quick email?

Nobody does good service these days, mores the pity.

[sciroccodan]

I got messed around for weeks with the arrival date of my Roc, always me doing the chasing!

When it finally did arrive, it arrived without Xenons, nobody told me they had been removed from my order, and the xenons were the reason my car was delyed for so long!
Anyway they gave me me a choice take the car as it was, or reject it and reorder with xenons, i`d already waited close to 4 months so took the car.

i kicked off big time, obviously they repriced it to show removal of the xenons, they thought that was ok! i did not howeve,r so i ripped into them and VW UK i got £1000 discounted off the price, free mats and free Life shine!

so stick with it n make sure you give them hell!
Good luck with it!

[silver130]

I have to agree with the comments about dealers not ringing back. When i placed the order for my Scirocco i kept in touch with the salesman via E-mail with a read receipt on everthing. To be fair he normally read and responded within an hour. He even said that this was the easiet way to get hold of him and told me what his days off were so i did'nt have to wait too long for a reply..
I shall deffo use this way again when the time comes.

[sir_rocco]

I spoke to the dealership manager a while back.
I had originally ordered a manual but a week later I found that the 7 speed dsg was available.
I rang up to change the order and spoke to the manager. I actually asked if it would all go through ok and that it wasn't too late and he said it was fine.
Again, a few weeks later I rang to ask for a firm delivery date, as I hadn't been given one at this point.
I made a comment about how I had tried the dsg in a mates car and that I couldn't wait to try the launch control.
The salesman then reaffirmed that I was getting a manual... I was like what?!? Your manager said it was all changed and went through ok!!!
I think I will most definatly be ordering my next volkswagen from jonathan at the cirencester vw dealership (most of you will know him as business manager on here and scirocconet).
Love volkswagens sooo much but they need to sort out their salesmanship, some dealers are well below par.
Ps. £5 says that the car won't come with the extras I asked for (alloy pedals, bootliner and door sill) ordered, let alone fitted...
This really would be the icing on the cake...

John @ Cirencester VW and the rest of the guys there will look after you, the service department guys are very good as well. AND, before anyone asks he is not giving me a 15% discount on the R20 when it comes out but if he is reading this then 15% might persuade me to chop in my current roc.....

[skippy]

Some things never change, reading about problems with VW dealerships and service reminds me of a situation about 10 years ago. Just as the Beetle was being bought in as a Right Hand drive variant, if you recall there were (and still are) quite a few left hookers on the road, it was at the time the car a lot of people were interested in.

We went down to our local VW dealer, and had to wait to see a salesman. When I eventually got to see him, I started asking him questions about the Beetle when they would have one in, brochures etc, but he would not be drawn on anything. It was the standard sort of reply, VW have not told us yet, I suggest you come back in 2-3 months time and we should have a better idea. I can't remember exactly what was said (as it was 10 years ago), but I don't think they would even take a contact number from us and I do remember leaving the showroom somewhat disappointed. I also remember the the young salesman enjoying the attention from potential punters and each and everyone getting the fob off!

10 years on we went back to the same dealership to look at the Scirocco (albeit new premises and new franchise name) and still found the same sort of attitude - unbelivable.

It does lead me to assume that for desirable cars which they know will sell well, they are not going to put their energy and effort into those, you are more likely to get a great buying experience by buying a mid range Golf, Passat or at the other end of the market, a 5 litre Touareg.

[pimp my roc]

What you have all just found out is most dealers are shite at what they do............