Skoda Australia customer relations

[woofy]

Good to know. I wondered when the website changed whether something was up.

[brad]

Well, if targeted & honest responses like that are to be the norm then

[K1W1]

Well, if targeted & honest responses like that are to be the norm then

I agree. It's a breath of fresh air to see a manufacturer actually respond on an enthusiast forum. Generally manufacturers do not even acknowledge that the Internet even exists let alone take the time to communicate directly with their customers.
I hope that these are the first of many informative posts from Skoda.

[Transporter]

I agree. It's a breath of fresh air to see a manufacturer actually respond on an enthusiast forum. Generally manufacturers do not even acknowledge that the Internet even exists let alone take the time to communicate directly with their customers.
I hope that these are the first of many informative posts from Skoda.

Actually, dealer only not the manufacturer.

[K1W1]

Actually, dealer only not the manufacturer.

It looked to me as if the user TeamSkoda was representing themselves as Skoda Australia rather than a dealer. Am I incorrect?

[Transporter]

It looked to me as if the user TeamSkoda was representing themselves as Skoda Australia rather than a dealer. Am I incorrect?

You're right, it looks like Skoda Australia.

[brad]

It looked to me as if the user TeamSkoda was representing themselves as Skoda Australia rather than a dealer. Am I incorrect?

TeamSkoda = Skoda Australia IMO.

Wonder if they have any techo/eng/customer service jobs going?

[Skoda Convert]

Here's the big test here....................

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.

Well guys this seems to be an open invitation to get issue's dealt with. If this is the real deal then i for one am appreciative that someone from HQ (apparently) is taking this forum seriously and taking an interest in what we as CONSUMERS have to say.

We should all bang through our complaints and see the response

[space-godzilla]

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.

With my responsibilities during regular business hours and the wonderful modern "open plan" office, I don't have the time or inclination to call up X number of dealers for quotes on a new car. I'd rather get most of my preliminary questions answered by e-mail. And if salespeople think that an e-mail enquiry has little or no chance becoming a real sale, I think it's only because they don't treat it seriously.

Regarding Skoda's e-mail system, I did write to them about 3 weeks ago to complain that the Gold Coast, Nambour, Southern Classic, Solitaire, Bellbowrie, and Penrith dealers did not reply at all to my e-mails. So it was ironic that Skoda didn't respond to that e-mail. Just FYI, Brisbane Prestige, Steve Jarvin, Paul Wakeling, and Northshore replied the very next day.

Having said all that, Skoda's disappointing customer service so far didn't scare me away because I just bought a 2008 RS demo from Lennock in Canberra.

[Bayford Skoda]

Skoda Australia marketing person

Linda Streeter

Linda dot Streeter at skoda.com.au

If she is not interested in returning emails or solving issues with unanswered emails than I guess there is no hope.

Linda Streeter has nothing to do with Skoda Marketing...

If you have any questions speak to your selling dealer

[Skoda Convert]

Play nice

Judging by your blunt posting we would probably be better off talking to Linda or whoever.

The reason why we found a need to go to HQ Skoda is because most of the dealers know 10/5ths of nothing and force us in that direction. I'm not casting any dispersions on you but that seems to be the general consensus in here.

And remember in the future, the people here can have an impact on your business it is a niche brand and if you singe them they will be more inclined to return the favour with word of mouth. "Its never what you say, it's how you say it"!!

[Bayford Skoda]

Judging by your blunt posting we would probably be better off talking to Linda or whoever.

The reason why we found a need to go to HQ Skoda is because most of the dealers know 10/5ths of nothing and force us in that direction. I'm not casting any dispersions on you but that seems to be the general consensus in here.

And remember in the future, the people here can have an impact on your business it is a niche brand and if you singe them they will be more inclined to return the favour with word of mouth. "Its never what you say, it's how you say it"!!

No one is being blunt, I was just suggesting if you have any questions its best to speak with your local dealer. If you find that they cant assist you then speak to Skoda head office.

[nyc863]

I don't know anything about skoda australia, if their top management are cut from the same cloth as the UK crew they are probably doing their best to create a decent dealer network. So far, however, I am surprised how sad the dealer network in Sydney appears to be! I've only been to two of them, but I think there are only three total in the metro area, and one of those is so far away it hardly qualifies as metro!! in both cases, they looked like they'd been thrown together in the back court of a falcadore dealership ..

Often cited is the UK survey placing skoda top in customer satisfaction but a large part of that survey is the dealer network there.

As for the issue of email and the internet I agree, why can't they get with the program? it is such a huge hassle to be forced onto the phone for every initial query by dealers. It seems to be an industry problem not really related to Skoda. Carsales.com.au has dragged them kicking and screaming into some kind of facsimile of an efficient marketplace but all the prices are padded and the next step is back to whispering and "give me something I can take to my manager", and all the old games.

[Sales @ Mentone Skoda]

i have to agree with the dealer

Again without sounding overly biased the dealership network and the sales consultant should be able to answer any questions (within reason) you have otherwise they are NOT fulfilling the role they are paid too.

The dealership is there to fulfill many roles but the main function is to be your direct link to the national HQ of the manufacturer. If we are not fulfilling this basic function then we shouldn't be representing the Skoda brand.

Rest assure it is in our best interest to get you the info you need relating to the service or sale of the vehicle otherwise we just look amateur and diminish our ability to sell you the product you want to own

[Swallowtail]

No one is being blunt, I was just suggesting if you have any questions its best to speak with your local dealer. If you find that they cant assist you then speak to Skoda head office.

Responding as per the manner you have posted (and being blunt, yes you were blunt):

No, you are wrong.

It is a customer's prerogative (be they existing or potential) to contact a business any way they choose. Especially when that contact is invited through a website such as the Skoda .com.au site - targeted at the public. Equally they may choose to speak to a dealer. Whichever way they choose, they should be able to have an expectation that the enquiry is handled in a professional, courteous and informative manner. Why should a customer have to escalate to Head Office or have a non-response from anyone? What kind of business model is that?? If a customer contacts head office and the best way to answer their query is via a local dealer, then Head Office should refer that (and follow up) as such. Should a local dealer be unable to answer a query, then THEY should refer to Head Office.

The general thrust of this thread is that a) many dealers seem to be uninterested in answering genuine enquiries and b) enquiries to head office have gone unanswered. Hopefully the latter was a technical issue that is now resolved.

The number of threads on this site with people complaining about sales staff and dealers not being interested in talking to them astounds me - are Holden and Ford dealers the same?