Skoda Australia customer relations

[K1W1]

Saab and Hummer are sold through the same dealerships by GM.

[Tensixty6]

It's hard to keep track these days.

GM have sold Saab to the Swedish Sports Car firm, Koenigsegg.
GM have sold Hummer to a Chinese Company...Sichuan Tengzhong Heavy Industrial Machinery Co.

[woofy]

They took the signs down about a week ago.
I do not think Barlow World were ever committed to Skoda there it was located in the old used car office with no showroom. I doubt that in the 12 months they were there they actually sold any cars.

They were the first place I went to, big bunch of useless Holden used car bogans.....three sales people came over and when they went to get the brochures, none of them returned. Eventually the "Skoda" guy came over...and he knew nothing whatsoever about the RS apart from "it goes"

Friends of mine that live out there went to see the RS after I got mine, they couldn't show it to them, nor let them drive it for a few weeks as the accountants daughter had it....I was told much the same thing when I first came...that it would have to be prior arranged a few weeks (in my case it was sitting right there). I later saw said P plater daughter trawling outside JB Hifi in Knox, trying to impress her friends with the car. Nice to see they understand that P platers aren't allowed to drive turbo cars, and more importantly clearly someone there thinks its more important their daughter has a demo car instead of actually selling any.

[Tensixty6]

They were the first place I went to, big bunch of useless Holden used car bogans.....three sales people came over and when they went to get the brochures, none of them returned. Eventually the "Skoda" guy came over...and he knew nothing whatsoever about the RS apart from "it goes"

Friends of mine that live out there went to see the RS after I got mine, they couldn't show it to them, nor let them drive it for a few weeks as the accountants daughter had it....I was told much the same thing when I first came...that it would have to be prior arranged a few weeks (in my case it was sitting right there). I later saw said P plater daughter trawling outside JB Hifi in Knox, trying to impress her friends with the car. Nice to see they understand that P platers aren't allowed to drive turbo cars, and more importantly clearly someone there thinks its more important their daughter has a demo car instead of actually selling any.

You see, that highlights the point l made earlier. It wouldn't matter how good the car was, there's no way l could put up with dealing with that sort of nonsense. No wonder they closed down.

[Jake02]

Firstly, I've never had any problem communicating with VW Australia. I've emailed Head Office a couple of times since 2006 and guess what, they actually replied.

I checked the Skoda Australia website to locate the nearest dealer. Took a trip out to Ferntree Gully Skoda to have a look at the cars only to find they're not there any more. So, that was a waste of time. I emailed Skoda OZ to find out if the dealer had moved or whether a new dealer had taken their place. Consequently got no reply, which is bad business.

There is so much more to buying a car than just the car itself. You have pre-sales and more importantly, after sales service.

It would seem I'm not the only one who's dissatisfied with certain aspects of Skoda Australia customer relations. As far as I'm concerned, if they're not sufficiently interested to reply to what was a very simply inquiry, I have no interest in buying a car from them. That's my choice. I'm sorry if that attitude makes you feel unwell. Take a Valium and lighten up.

Hmmmm rightio then. Sorry if my 'attitude' offends you! Go buy the new GTI - suits you better.

Brad - yep thats me I may not drive it everyday (but I have 'legally') but I do ride it and, as my dad said, I did say to look at one. So, yep, I do know alot about them, and alot about cars in general. My brother is a mechanic, so I know alot about engine bits and generally what cars are reliable etc (eg don't go near Peugeots) so you can't say I don't have a backed-up opinion. Look, I understand, but what I don't understand is that someone would be turned off by a company who may not reply to an e-mail, and yet their business would be improved by their interest.

But I designed a 2012 Octavia (I'm also somewhat arty as well as car-y) as well as a list for improvement for Skoda Aus, proposed Fabia/Yeti specs for Aus and a Roomster spec shuffle (as it is one of the best vehicles available and I reckon should sell in many more numbers). The lack of Customer-Statisfaction will go on the list, anyone have any others?

[K1W1]

My brother is a mechanic, so I know alot about engine bits and generally what cars are reliable etc (eg don't go near Peugeots) so you can't say I don't have a backed-up opinion.

I'm sorry but that is not a backed up opinion that is third part bias.
My brother is a fitter and turner who is worth squillions who retired in his early forties but that does not mean I know anything about fitting and turning or how to make money.
I'm involved in sales, have been for over 30 years and no matter what I sell there are always people who have "friends" who are "experts". I have found through long first hand experience when people rely on advice from "friends" (or relations) who are "experts" they invariably make the wrong decision.

[dazag]

Why do people rely on e-mails so much these days - pick up the phone and call them, it's a more direct way to get the answers you need.

When researching the new facelift Skoda RS, I was dealing direct with 2 seperate dealerships both in person and over the phone, I had them contacting Skoda Aust to get the info I needed as I wasn't going to purchase a car with out certain information. The only time I e-mailed is if I needed something in writing for future purposes.
I did my own research both through forums and other websites and was fairly well informed when talking with the car salesman, so I had an idea of who was spinning bull**** and who was on the money.

Perosnally I have had no need to go direct to Skoda Aust, and I wouldn't expect them to answer me via e-mail that quick anyway, that's what dealerships are for.

As far as after sales service with dealerships, well I guess I'll see how that pans out now that I have picked up my FL Skoda RS this week.

As far as the car goes, I thinks it's brilliant, and hopefully it should never have to go back to the dealership unless for servicing, and even then I will be sitting down with the service manager to discuss what i expect from them.

[brad]

Brad - yep thats me I may not drive it everyday (but I have 'legally') but I do ride it and, as my dad said, I did say to look at one. So, yep, I do know alot about them, and alot about cars in general. My brother is a mechanic, so I know alot about engine bits and generally what cars are reliable etc (eg don't go near Peugeots) so you can't say I don't have a backed-up opinion. Look, I understand, but what I don't understand is that someone would be turned off by a company who may not reply to an e-mail, and yet their business would be improved by their interest.

But I designed a 2012 Octavia (I'm also somewhat arty as well as car-y) as well as a list for improvement for Skoda Aus, proposed Fabia/Yeti specs for Aus and a Roomster spec shuffle (as it is one of the best vehicles available and I reckon should sell in many more numbers). The lack of Customer-Statisfaction will go on the list, anyone have any others?

Jake
I do not discount your knowledge or enthusiasm in the slightest. I have several mates that are < half my age that I go to for info & advice on various subjects (mobile phones, etc) quite often. But often, if you haven't sunk your hard-earned into something then you don't have complete emotional attachment to it & things like after sales service or communication aren't as important.

edit: re emailing. Had to make a complaint to Officeworks during the week via the "ContactUs" part of their website. My issues was attended to & resolved within 4 hours & included a reply email & a phone call. That is how an internet "Contact Us" should be handled. If you aren't going to support your systems then don't have them - just stick with flames around the Home Page.

[indulis]

Why do people rely on e-mails so much these days - pick up the phone and call them, it's a more direct way to get the answers you need.

I talked to Skoda directly and they were helpful, though their advice that "all VW dealerships can service a Skoda" was not entirely correct- VW dealerships can *potentially* service Skodas if you consider being able to do all service functions (code keys, interrogate and interpret ECU etc), but not all VW delaerships can actually do this- the service that all VW dealerships can do is more like what Automasters can do (with a bit of additional VAGCOM stuff). Anyway, I also had long delays with e-mail, though eventually got a reply (weeks!).

[aarondc]

They were the first place I went to, big bunch of useless Holden used car bogans.....three sales people came over and when they went to get the brochures, none of them returned. Eventually the "Skoda" guy came over...and he knew nothing whatsoever about the RS apart from "it goes"

Friends of mine that live out there went to see the RS after I got mine, they couldn't show it to them, nor let them drive it for a few weeks as the accountants daughter had it....I was told much the same thing when I first came...that it would have to be prior arranged a few weeks (in my case it was sitting right there). I later saw said P plater daughter trawling outside JB Hifi in Knox, trying to impress her friends with the car. Nice to see they understand that P platers aren't allowed to drive turbo cars, and more importantly clearly someone there thinks its more important their daughter has a demo car instead of actually selling any.

Amazing. Same experience at Preston Skoda. Asked to test drive an RS wagon and was told they would try and get it in but a salesman had it. Turned up on the day and apparently the salesman had taken it on holidays for the weekend, and it would not be available for test driving... :-/

Mind you, there was at least one other model (Ambience) Skoda out the back he could have taken - you know, $10k and 35kW less powerful....

Crazy attitude if you ask me.

[aarondc]

Why do people rely on e-mails so much these days - pick up the phone and call them, it's a more direct way to get the answers you need.
...

What is the point of having an email address on a website if you're not going to respond to it.

Having dealt with more sales people in the past 2 months than you could shake an oily dipstick at, getting emails to clarify what has been said / agreed to is paramount - people can tell you anything on the phone and you have no recourse if they later say something different.

[TuNeS]

I agree completely with the email comment earlier. Everyone relies on email too much. It is a secondary form of communication. Pick up the phone if you require something urgently.

As far as dealerships go, I found they didn't have a high knowledge of the cars either, however I knew exactly what I was shopping for and it came down to price. Also, I was looking at a Mazda 6 first and they weren't any better when it came to knowledge. They are salesman.....

After service is something I care about though. So far in any discussions I have had with the 3 dealers in SE QLD, they have all gotten back to me and have been helpful. This is a good sign. When it comes to servicing, I will find out more when its due at 15000km. Although this potentially is a problem with any make of car so I don't see how this is Skoda specific. Some of the stories I have heard through the industry and from friends who are customers are woeful. Make sure you and the dealer set expectations with what has to be done and any unscheduled work is authorised by you so there are no nasty surprises.

[woofy]

Email is not an instant form, but there is a reasonable expectation that it should be answered within 24hrs by any company. As it's a written form, its also traceable and trackable and usually comes under more severe penalty...its easier to trace unanswered emails than when someone has scribbled a note down.

I would certainly not say its a secondary form, almost on par, as you can also send on things such as price lists (whichs is what I have asked for in the past).

[TeamSkoda]

Has anyone had the need to contact Skoda Australia customer relations?

I've tried contacting them more than once through their "enquiries" email facility. No replies. Not impressed.

I had both the Superb Elegance and the Octavia RS wagon on my short list of potential replacement vehicles for my Golf GTI. Not on the list anymore. That sort of indifference puts me right off.

Škoda has always taken customer service seriously, so it’s disappointing to read comments that aren’t positive. But in this instance we have to hold our hands up and apologise because we stuffed up. We’ve had some third party technical issues with the back-end of our website which resulted in the communication flow from enquiries@skoda.com.au to ourselves being halted. The problem has now been fixed, however, and we’ve taken additional steps to regularly test and monitor this system to ensure it doesn’t happen again. We’re also working hard to clear the backlog of enquiries. So thank you for your patience, and again, our sincere apologies. Team Škoda.

[Tensixty6]

Fair enough. Thank you for your straightforward and honest response.