Jumping up and down sometimes works

[darkfriend]

Hi all,

I picked up my 118TSI over 4 weeks ago in WA. At the time I was annoyed that the car was fairly dirty. Later discovered that the bottle opener was missing as I have mentioned here previously. I was also promised floor mats, however none were in stock at the time the car was ready.

I sent emails to the sales staff about this. No joy. I wrote a letter to the Dealer Principal- no response. So in the end I wrote to the Customer Relations Manager at VW Australia. The day I received a letter back from them telling me that they would look into it, I was also contacted by the dealership.

Today they delivered a bottle opener and floor mats to my door.... sometimes it pays to keep complaining.

[elisiX]

Watch out for the kool aid in the fuel tank next service. :D

[Cossor]

Just as well it is TSI. If Diesel, added water to fuel.
Seriously though, do you have another dealer for service? looks as though your present one is not customer focused. (Read all the previous posts,
does take the joy out of a new quality purchase)
In my case, waiting delivery from country dealer. However as relatively small area adjoining three towns, if not happy, word gets around quickly.

[REXman]

Al Jokes aside, it was great that they ended up looking after you.

Worked out cause you were being honest about it, Im on my principles too.

[darkfriend]

Just as well it is TSI. If Diesel, added water to fuel.
Seriously though, do you have another dealer for service? looks as though your present one is not customer focused.

I've already been up to another dealer (Wangara VW) for some touch-up paint! Will probably go there for servicing, or ?Golfwagen (also in Wangara). Only ever hear better things about those places in this forum compared with my local dealer. After what's happened at the local dealer, I would be a little apprehensive to take my car back there...

[The_Hawk]

Just remember service is usually a whole different mob to sales. It's not uncommon to get two very different experiences.

[Olaf the Golaf]

can you send me the email or whatever of the customer relations people? i would quite like to rant about my people over here :)

[darkfriend]

can you send me the email or whatever of the customer relations people? i would quite like to rant about my people over here :)

The email address I don't know... but I found the address by asking in the inquiries section. They could probably send you a relevant email if you ask. Anyway, the address is:

The Customer Relations Manager
Volkswagen Australia
PO Box 2316
Strawberry Hills
NSW 2012

It is customary/ polite to contact the Dealer Principal at the dealership where you have the problem first, then go further up the chain.

[Highlander]

Just as well it is TSI. If Diesel, added water to fuel.
Seriously though, do you have another dealer for service? looks as though your present one is not customer focused. (Read all the previous posts,
does take the joy out of a new quality purchase)
In my case, waiting delivery from country dealer. However as relatively small area adjoining three towns, if not happy, word gets around quickly.

Word has been getting around for a long time but VW sales guy is tops

[GHW]

Just remember service is usually a whole different mob to sales. It's not uncommon to get two very different experiences.

Very true however the Dealer Principal (who couldn't be bothered to sort his customer out) still benefits if you take your car there for servicing ($$$$).
If it were me they would never see another red cent of my hard earned. I would go to another Dealership and I'll bet they bend over backwards to get your service business and look after you (if they're smart) as you'll likely purchase your next car off them if they treat you right.

[FJ Steve]

I've already been up to another dealer (Wangara VW) for some touch-up paint! Will probably go there for servicing, or ?Golfwagen (also in Wangara). Only ever hear better things about those places in this forum compared with my local dealer. After what's happened at the local dealer, I would be a little apprehensive to take my car back there...Ray Robinson is the Service Manager at Wangara......top bloke.

[ConR]

Very true however the Dealer Principal (who couldn't be bothered to sort his customer out) still benefits if you take your car there for servicing ($$$$).
If it were me they would never see another red cent of my hard earned. I would go to another Dealership and I'll bet they bend over backwards to get your service business and look after you (if they're smart) as you'll likely purchase your next car off them if they treat you right.

Agree with that, and I'm following that exact principal. The dealer I bought it from is losing my business for all maintenance work, and all future sales. First impressions are big for me. I didn't buy a toaster from Bing Lee...I bought a car that's going to last me for the next 3+ years. I expect something out of it, and that includes bang on service.