VW's new Servicing Promise

[Kev]

Some of the 10 are a bit tenuous but it's better than nothing

Volkswagen has today announced details of its Service Promise; it’s not a promotion, gimmick or short-term campaign, but a commitment of ten simple promises to offer Volkswagen customers the best service and value possible.

The promises cover all areas of vehicle ownership, and have been devised following research within the Retailer Network to determine what customers really expect and want. While some Retailers will already be providing some elements of the promise, this new initiative allows customers to see clearly what they can expect and demand from their local Retailer or Authorised Repairer (AR)*. The promises are:

• We’ll match any like-for-like quote within five miles: The Retailer or AR will match any like-for-like written quote for service, maintenance and repair using Volkswagen Genuine Parts ® from any garage within a five mile radius.
• We’ll fit bulbs and wiper blades free: The Retailer or AR will fit wiper blades and exterior bulbs (including sidelights, headlights, brakelights, foglights, reverse and indicator bulbs) bought from the Retailer or AR free of charge. A competitive quote will be offered for the replacement of interior, Xenon or LED lights.
• We offer free visual health checks: The Retailer or AR will give a free 34-point check of all the car’s ‘basics’, with no obligation.
• We offer affordable monthly Service Plans: All Volkswagen models (subject to age) will be offered with a ‘Retailer Service Plan’, a monthly payment schedule to spread the cost of routine servicing.
• Free MOT tests with your Retailer Service Plan: All customers who take out a Retailer Service Plan will receive free MOT tests for the life of the plan.
• We offer ‘real’ value for money: All the right service, maintenance and repair jobs will be carried out according to Volkswagen’s recommended times; a two-year parts and labour warranty is standard on all parts fitted after the manufacturer’s warranty has expired (excludes wear and tear items).
• No one knows your Volkswagen better than we do: All cars will be worked on by experts who receive the latest Volkswagen training and have instant access to the most up-to-date Volkswagen tooling and technology.
• Free road test with a technician if required: In the event of a problem arising, customers will be offered a face-to-face road test to demonstrate their concerns to a qualified technician who can then assess the issue.
• A range of convenience services to suit your needs: Customers will be offered a courtesy car, a lift to work or home or a vehicle collection and delivery service as required and appropriate..
• Free car wash and vacuum: Every time a car is in a Retailer or AR for a job taking over an hour, it will receive a complimentary wash and vacuum. If the job takes less than an hour, the customer can still request a free wash and vacuum.

Commenting on the launch of the Volkswagen Service Promise, Head of Customer Services and Aftersales, Alison Jones said: ‘We’re very excited about the Service Promise. It’s a way of showing our customers that we really do care as well as ensuring that they receive a consistently positive experience every time they come to a Retailer.’She continued: ‘We recognise that for the majority of customers, it’s not a lot of fun having their car serviced or repaired. But the Promise is all about making maintaining their Volkswagen more predictable, cost-effective and stress-free. The Volkswagen Brand stands for reliability and certainty and this is what we’re trying to guarantee from a service point of view.’

For more details, please visit http://www.volkswagen.co.uk/servicepromise" onclick="window.open(this.href);return false;

[kianok]

hmmmm

[adamj]

Dealers just returning phone calls would be a good start........

[ReubenGT]

WoW! are they finally taking notice? I would love to be able to say 'I got good service from a VW garage' My Dad worked at VW for over 20 years and he never could!

[trix]

I have to say mine stuck to it! albeit only the bottom two were applicable (I had my doubts that they would manage it!)

S

[Anakin]

Free car wash and vacuum: Every time a car is in a Retailer or AR for a job taking over an hour, it will receive a complimentary wash and vacuum. If the job takes less than an hour, the customer can still request a free wash and vacuum.


That's fine as long as when I say "don't wash my car" they listen and make a note of my request and follow it out. Dealerships are very good at putting nice swirl marks all over your car, even after you have asked them not to wash it

[Evil Derboy]

• We’ll match any like-for-like quote within five miles: The Retailer or AR will match any like-for-like written quote for service, maintenance and repair using Volkswagen Genuine Parts ® from any garage within a five mile radius.
  ...If we don't try and wriggle out of it some way by telling you that the other garage is fitting plastic toy parts from China and that their technicians are all criminals.
• We’ll fit bulbs and wiper blades free: The Retailer or AR will fit wiper blades and exterior bulbs (including sidelights, headlights, brakelights, foglights, reverse and indicator bulbs) bought from the Retailer or AR free of charge. A competitive quote will be offered for the replacement of interior, Xenon or LED lights.
  ...although due to the fact that we're a bunch of monkeys who can't and won't believe that there's anything wrong with the wiper arm design, we'll just keep polishing your windscreen and accuse you of washing your windscreen with baby oil when you point out the wiper smear.
• We offer free visual health checks: The Retailer or AR will give a free 34-point check of all the car’s ‘basics’, with no obligation.
  ...although we will tell you that they're are 34 different things wrong with your car and we legally can't let you have it back until you've paid us to fix it.
• We offer affordable monthly Service Plans: All Volkswagen models (subject to age) will be offered with a ‘Retailer Service Plan’, a monthly payment schedule to spread the cost of routine servicing.
  ...which we'll include in the quote of your monthly payments without telling you and if you spot it, we'll tell you that it's mandatory and can't be removed.
• Free MOT tests with your Retailer Service Plan: All customers who take out a Retailer Service Plan will receive free MOT tests for the life of the plan.
  ... but if it actually needs any work done to pass the MOT we'll charge you a laughably exorbitant labour rate and a huge mark up on parts, which we'll never have in stock anyway.
• We offer ‘real’ value for money: All the right service, maintenance and repair jobs will be carried out according to Volkswagen’s recommended times; a two-year parts and labour warranty is standard on all parts fitted after the manufacturer’s warranty has expired (excludes wear and tear items).
  ...recommended times such as an hour to fit a set of metal pedals.
• No one knows your Volkswagen better than we do: All cars will be worked on by experts who receive the latest Volkswagen training and have instant access to the most up-to-date Volkswagen tooling and technology.
  ...at least it would be if we actually trained our guys or their attention to detail wasn't about as much use as Stevie Wonder's. Also don't be surprised if you actually know more about switching off Day Time Running Lights than we do. As usual we'll just make up any old shit to explain why something can't be done if we don't know the real answer.
• Free road test with a technician if required: In the event of a problem arising, customers will be offered a face-to-face road test to demonstrate their concerns to a qualified technician who can then assess the issue.
  ...by telling them that the sound is perfectly normal and is part of the car's design or by pretending that they can't see or hear anything wrong at all.
• A range of convenience services to suit your needs: Customers will be offered a courtesy car, a lift to work or home or a vehicle collection and delivery service as required and appropriate.
  ...but they'll need to insure it themselves at their own cost and we'll only do the lift/collection if your car's about 10 seconds away. Anymore than that and you can bugger off.
• Free car wash and vacuum: Every time a car is in a Retailer or AR for a job taking over an hour, it will receive a complimentary wash and vacuum. If the job takes less than an hour, the customer can still request a free wash and vacuum.
  ...which will be carried out by our resident car valeter, Igor, who doesn't know his own strength and uses a sheet of sandpaper instead of a sponge, battery acid instead of shampoo and actually doesn't seem to like car's very much at all but he prides himself on leaving your car's paint with a magical spider's web like finish.

[trix]

bad night ED...?

[Evil Derboy]

bad night ED...?

No, I'm only having a laugh...sheesh!

[kianok]

[quote="Evil Derboy"]
...which will be carried out by our resident car valeter, Igor, who doesn't know his own strength and uses a sheet of sandpaper instead of a sponge, battery acid instead of shampoo and actually doesn't seem to like car's very much at all but he prides himself on leaving your car's paint with a magical spider's web like finish.

That was personal favorite

[infinidim]

I really liked that one as well...




Infinidim

[ReubenGT]

Brilliant. Should they be made in to posters and snuck into VW dealers at night???

[adamj]

You've been to the same dealer as me then???

Thats brillient and very true