BUSINESS Paul Wakeling VW, Campbelltown, NSW

[sVWatt]

It couldn't have been any better. From enquiry, test drive, contract, to drive away.
By far the most professional and courteous team (not just one individual) I have experienced in my 12 years in Australia.

Nothing was too much trouble, the staff were genuinely friendly and attentive. The customer centric focus was clear to see.

Driving from Canberra, where we have two dealers where sales come too easily (and so sales courtesy and care are lacking), to Campbelltown was well worth it, and I can honestly recommend the Paul Wakeling experience to others.

[The_Hawk]

I'll add to that, that the Service Department have been fantastic too. I don't know if it's new management or the VW influence, but compared to the Paul Wakeling of the early to mid 2000's they seem to have improved their service about a million percent to be somewhere I now choose to go.

[brad]

Where-as I found the service department to be pretty lousy for the services I had between July 2008 & whenever I gave up (2011?).

Sales dept was good (but she left) & the presentation of the car was fantastic. Service department sucked though - they couldn't get their head around VW/Skoda.

One of my work colleagues had nothing but issues with them & he bought Holden products from there twice.

[R36 DSG]

Where-as I found the service department to be pretty lousy for the services I had between July 2008 & whenever I gave up (2011?).

Sales dept was good (but she left) & the presentation of the car was fantastic. Service department sucked though - they couldn't get their head around VW/Skoda.

One of my work colleagues had nothing but issues with them & he bought Holden products from there twice.

Their service department was revamped I believe last year where it is now separate from the other manufacturers. I was pleasantly surprised with their service recently. Went in for minor warranty work and even though never had the car serviced their was looked after and even supplied with a free courtesy car.

[The_Hawk]

These days we sadly we get all excited when a company manages to meet expectations as apposed to fail miserably... again I have to say that my local service department managed to step up again and did more than expected.

I had my 75k service today, turns out the CV shafts were noisy and in need of replacement and after telling me they couldn't get parts ordered in and installed today and that I would have to re-book it in for another day... but much to my surprise (and delight) when I picked it up this afternoon it was all done and dusted

It's not all roses and light, they did manage to order in the wrong wiper arms for me (I'm going Aero on the Van), but in cases like this it's how the error is handled. In this case it was simply an apology for the error and a new order for the right parts. Invoice done and sorted on the spot.

Bottom line, I can't fault their service at all since the revamp and move to the new facilities.

[Vdubboys81]

Test drive, sales staff, and finance staff all great, including the aftermarket sales department. But have to say the mechanics seem to be clueless. When you actually bring in the car, show them physically where the rattle is (3times, the rear panel, drivers side, boot) they come back three times and said oh it was the passenger door striker, then the passenger seat latch, then a dollar coin rolling around in the boot. Umm I didn't say anything about passengers side, nor a metallic "rattle". Told them plastic on plastic ticking sound. But three times, and it's still there, but they won't listen to where it is. And brought it in because of all exterior lights on all the time, and they said there was a fault, yet the needed to order the part. That was well over a month and 5 calls ago, and no call back. Honestly not happy with them, will be trying possibly Barlo, as when I bought parts, their parts department was the cheapest and best customer service. I went into PW and wanted a few parts, and they were hesitant to sell them to me, and not sure why.

[brad]

Narellan Skoda are happy to sell you parts.

Wakeling are a bit weird. I bought a luggage hook for a Tiguan off Wakeling except they sold me a tiedown instead. They wouldn't accept the return as it was a special order. So $70 up the spout because the parts interpreter didn't know the difference between a luggage hook & a tie-down.

[JonP01]

My experiences with Paul Wakeling VW have been variable. As for the actual vehicle purchasing experience, the salesman was absolutely top notch, went above and beyond and is a great asset to the company. Unfortunately he went on holidays after I signed the contract and things were not so good after that. When I had to go to the dealership a second time after signing the contract to allow them to photocopy my licence, I was completely ignored by all the sales staff (note that Mr. Highly Impressive was on holidays and yes, they did see me standing there). Upon delivery, I was told there was no bluetooth adapter because of some incompatability issue. Since no one else had ever heard of this, including VW head office, I suspect I was lied to.

The parts department has been generally very good, though not 100% reliable (i.e failing to contact me when parts have arrived). Have only had the first inspection thus far, but that experience was good. Have not decided if I will use them for the actual services or an independant specialist. That said, I sounded out an independant specialist last week and was disappointed and surprised regarding their lack of up to date knowledge in certain aspects, so I may well pay the extra and stick with PW if the reviews here remain generally positive.

[JonP01]

I'll add to that, that the Service Department have been fantastic too. I don't know if it's new management or the VW influence, but compared to the Paul Wakeling of the early to mid 2000's they seem to have improved their service about a million percent to be somewhere I now choose to go.

I dont know what the old one looked like, but the actual apperance of the new service centre was a major factor in me buying my car there. I dont think the new service centre would look out of place as a Formula 1 team factory. It makes a big difference to first impressions when you see well presented mechanics in a clean, well lit high tech service centre. That said, I think they need to work on their parking arrangements. Not enough spots, the spots are not wide as they could be (I dont relish the idea of a mechanic in overalls swiping past doors and mirrors to get into and out of my car) and most spaces seem to be taken up by newly delivered cars from the docks.