Warning about Barloworld VW Glen Waverly

[JonathanT]

*Please move to the correct forum if need be*

The only good thing about Barloworld Volkswagen Glen Waverly is their cheap car prices. If customer service matters at all to you then DO NOT GO HERE. I plan to take my car elsewhere to have it serviced and looked at.

Service Rep Matt and his manager Giles (not sure of spelling) are both extremely rude and unapologetic when it came to the numerous issues regarding the new Golf I bought in July 2013. Problems regarding the wiper blades not making proper contact with the windscreen, squeaky clutch pedal, the common 'wastegate rattle' problem and condensation building up in the tail lights. You would think for a brand new car someone would apologise to you for having such bad luck with four issues within the first few months of ownership. All I received was attitude and repetitive explanations.

If they read this, please be aware that consumers only see you as VOLKSWAGEN, no body cares if it's the dealership or the head office that has to deal with things. We only deal with service reps face-to-face, you are our point of contact and you should handle all your internal disputes yourself rather than trying to explain your internal issues to customers.
Furthermore, Giles had the nerve to insinuate that I only raised the complaint because I didn't want to pay for new wiper blades. If my wiper blades are genuinely worn out, I WILL FIX IT MYSELF, I don't need some half-wit to tell me what happened. If the wiper blades don't make proper contact with the windscreen from factory then any normal person would expect you to fix it and apologise for selling such an issue-ridden car.

The golf was mainly intended to be used to transport my dog around and as a run about but I've never encountered such bad service in my entire life when dealing with car dealers. One more thing, on my first visit another service person told me the condensation in my tail lights was due to a "chemical reaction" Please train your staff properly in customer service and also product knowledge. Whilst you're at it maybe send them back to high school to teach them what a chemical reaction actually entails??!?!?!??!

/Rant

[JonathanT]

My car is a Golf MK7 90TSI (manual) that was bought there new in July 2013. The only reason I took it in today was because of the time it takes to book a loan car. I will be going to Camberwell VW from now on!!!!

[kure69]

I also paid them a visit when shopping around for a golf. All I can say service was poor and I got a bit of attitude when I told them that a purchased some where else.

[kaanage]

Their Moorabbin Service Center is also staff by clowns.
Buying from them but that's all is good advise.

Consider Burwin if you're anywhere in the East of Melbourne.

[Bug_racer]

Their Moorabbin Service Center is also staff by clowns.
Buying from them but that's all is good advise.

Consider Burwin if you're anywhere in the East of Melbourne.

Do they do good rates for parties ?

[alebonau]

wow bit of angst here, for what its worth. I bought my gti originally from moorabin great service in sealing the deal. while the glenwaverley dealer wasnt really interested in a sale. I used their glenwaverley service centre though for the 3 years that owned my gti and no complaints.

sad to see comments as above. but I would personally suggest a better thing might be to escalate up the tree at the dealer ship concerned and have the gripes dealt with there. probably more effective long term. as feedback is direct and can be dealt with directly

posting here doesnt really achieve anything. apart from just looking for a shoulder to cry on ie agony aunt or having a whinge if thats what looking for.

[JonathanT]

It's meant to be more of a warning to other people that might be searching online to decide where to take/purchase their VWs.

Well I tried going one level up but was met with someone that had a similar intellect to the service rep.

End of the day they still fixed everything. It was the unapologetic and argumentative attitude that I got from them that pissed me off.

[kaanage]

So if the service manager doesn't want to know that there is an issue with his staff, you're saying we should go to the dealer principal?

As for posting here not doing anything, if it loses them business and shifts it to more competent dealers, then I'm content that I've achieved something worthwhile.

[alebonau]

So if the service manager doesn't want to know that there is an issue with his staff, you're saying we should go to the dealer principal?

As for posting here not doing anything, if it loses them business and shifts it to more competent dealers, then I'm content that I've achieved something worthwhile.

absolutely ! Go as far up the chain as necessary. Most businesses have a formal means for feedback. Just matter of using it.

And that makes a difference. Business's realise with direct feedback how to improve. That's good for them and us. As you then have more choice as to where to buy your car from or get it serviced. It's a win-win all around

If want to just whinge on a forum go to whinge pool, find a thread whinging about something or other. Amongst all the whinging.

To give you an illustration, recently not happy with lease company and ending lease with them, I voiced my dissatisfaction. Got stock answer. Told them not happy and wanted to escalate. Got manager, got stock answer told them not happy and wanted to escalate further. Before knew it had the CFO of what is a very large company ringing me on my mobile... And satisfaction. That's taking direct action. And bet you the message went right through to the very top in that case

[dening]

Have you all completed the online service surveys from VW?

I mentioned a few things were off once and I wasn't completely satisfied, someone from VWA called me the next day to get more info.