Skoda Australia customer relations

[K1W1]

I think the two dealers who are fighting for our attention have both displayed their inability to read and understand.
This thread is not about whether a dealer can or can not answer questions.
This thread is about the "Contact us" link on the Skoda Australia web site that was as Skoda themselves agreed not functioning and not being correctly answered. If Skoda do not want people to contact them directly they should remove the "contact us" link on their web site and instead put links pointing directly to dealers.

[Sales @ Mentone Skoda]

I think the two dealers who are fighting for our attention have both displayed their inability to read and understand.
This thread is not about whether a dealer can or can not answer questions.
This thread is about the "Contact us" link on the Skoda Australia web site that was as Skoda themselves agreed not functioning and not being correctly answered. If Skoda do not want people to contact them directly they should remove the "contact us" link on their web site and instead put links pointing directly to dealers.

Hi KIWI, i'm sorry you feel that this was nothing but opportunistic marketing on our behalf rather than a genuine attempt at introducing ourselves and making a bid to offer a better experience than has been received at a dealer level to date.

I was well aware that the thread was based on and was structured around the inability to get an adequate response out of HQ but i did also read some pretty frustrated posts at a dealer level (refer page 3 of this thread for example).

I apologize if this offended you or you are not comfortable with dealers being on the forum.

[Transporter]

I was well aware that the thread was based on and was structured around the inability to get an adequate response out of HQ but i did also read some pretty frustrated posts at a dealer level (refer page 3 of this thread for example).

I apologize if this offended you or you are not comfortable with dealers being on the forum.

Better tell us what corrective actions did you take to improve car owners experience at the dealerships. Since here on this forum is nothing to fix and it doesn't matter what you say, only matters what you do and how car owners get treated at the dealer.

Regards,
Miro

[dazag]

Wow, some heated posts guys.

I take it all with a grain of salt, I know the skoda brand has only been imported into the country over the past few years, and i expect their to be some initial teething problems, both at HQ and especially the dealerships.

All the people that have complaints I'm sure are geniune, but really flaming all dealerships for the sake of a couple of bad eggs is unfair. Skoda Oz have explained their problems with their website, and the couple of dealerships that are in here trying to find out the source of our aggrevations is a step in the right direction. I think it's great they are on the forums, as they can help explain any future problems we may have generally.

I'm not completely happy with the information I got out of Skoda prior to ordering my Octavia vRS, as they couldn't tell me 100% of everything fitted standard, or what the optional extra's offered would be ( I ordered back in April), but I had a couple of dealerships chasing up as much info as possible and the one who came through with enough info to satisfy me got my order.

But I'm really happy with the car, I dont expect to have any drama's with it, and if i do I'm sure the dealerships will assist me with a desired outcome.

Lets chill a little and be thankful our gripes have been heard and Skoda Oz & some of the dealerships are starting to take notice.

[Graybags]

Welcome Mentone Skoda, I appreciate that you have made the effort to get involved with the forum. There is always going to be unhappy customers in any market and it is not fair of them to tar all under the brand with the same brush. Perhaps some have higher expectations than others, who knows but I have had no problems with the dealers I have spoken to about knowledge of their cars, In fact they were very enthusiastic about them but then I made the effort to go in and talk to them or do my own research, but thats me. If anyone would not buy a new car on the basis of not having their emails returned probably isn't that serious anyway. my2c
-gt

[Transporter]

As someone else said:

You don't buy (pay for) only the car but service and technical help with it as well. That's what you paid for when you bought a new car.

If the communication before you buy the car is not good, what kind of back up, service, information do you think you get after you hand over your hard earned money?

[Sales @ Mentone Skoda]

Better tell us what corrective actions did you take to improve car owners experience at the dealerships. Since here on this forum is nothing to fix and it doesn't matter what you say, only matters what you do and how car owners get treated at the dealer.

Regards,
Miro

Hi Miro, I am not claiming that we are the magic 'silver bullet' that the brand needs. We would like to think we could raise the experience of dealing with the dealer network but its you guys and the people we encounter on the showroom floor are the best to make that assessment.

All i was offering is my intent to ensure that anyone considering dealing with us at a dealer level doesn't walk away regretting the experience. As for what we say Vs what we do i couldn't agree more with you, unfortunately unlike our counterparts we haven't had the grace of time as we are only opening the doors tomorrow. I believe that the intent is 50% of the equation the rest is what we put into practice, so as i said only time will tell.

It's nice to see that there are people out there that will keep us on our toes

[wombatoutofhell]

I was very happy with the service and knowledge I got from Bayford when I bought my car. The dealer was very patient with me while I was having trouble with finance-they actually held the car for 2 months for me with only a $500 deposit. The sales rep I bought off moved on between the sale and when I picked it up, but I found his successor equally helpful. Bayford invited me over to test drive the Superb after Melbourne Motor show as they were after feedback-something I really enjoyed. My only complaint was although both reps promised they'd find the factory cargo nets for me, neither did. A minor problem though.
Not quite as happy with the service-I have yet to fill out the feedback form so I haven't really given them a chance to rectify my issues. I must get to that. I'll probably keep going there though as it's a condition of the extra 12 months on the warranty that was included with the car.

[Transporter]

I'll probably keep going there though as it's a condition of the extra 12 months on the warranty that was included with the car.

It is not! Factory warranty is warranty from manufacturer and they can't tell you that you have to go to them for servicing for 36 + 12 months. You have to go to that dealer only after 3 years factory warranty is over, to get extra 12 months warranty from them (might be different to VW factory warranty). But you can, it is your choice. ACCC states that clearly.

[wombatoutofhell]

Hadn't thought of it that way! As it happens, Bayford is very inconvenient, but I was happy to go there. My issues weren't huge but at the cost of the service and tyre rotation there should be none. One of the issues was a wheel bolt that fell out. That to me shows a lack of care when checking things-it makes you wonder what else they've missed? The other 19 wheel bolts on the car were tight-I checked after the first one fell out.

[Spook]

It is not! Factory warranty is warranty from manufacturer and they can't tell you that you have to go to them for servicing for 36 + 12 months. You have to go to that dealer only after 3 years factory warranty is over, to get extra 12 months warranty from them (might be different to VW factory warranty). But you can, it is your choice. ACCC states that clearly.

Not so sure about that. If the extra 12 months warranty is provided by the dealer, they can set the terms of that warranty. Chances are that it does depend on you servicing the car with them for the 3 years to qualify for the extra 12 months, and is probably non-transferable as well. But the fine print on the doc should clarify the conditions.

[Transporter]

Not so sure about that. If the extra 12 months warranty is provided by the dealer, they can set the terms of that warranty. Chances are that it does depend on you servicing the car with them for the 3 years to qualify for the extra 12 months, and is probably non-transferable as well. But the fine print on the doc should clarify the conditions.

3 years factory warranty is from VW Germany not your dealer and they can't take it away from you. Go to ACCC website for more details. For these extra 12 months you have to go to them for servicing, if they say so.

Regards,
Miro

[Graybags]

3 years factory warranty is from VW Germany not your dealer and they can't take it away from you. Go to AAAC website for more details. For these extra 12 months you have to go to them for servicing, if they say so.

Regards,
Miro

Whats AAAC?

[gregozedobe]

I agree that a dealer can't take away your initial 3 years of warranty (the VWA one). BUT they can set conditions for the extra (4th year) of warranty, and if one of those conditions is that ALL servicing (for all 4 years) has to be done at their dealership then it may be that if you want that extra year you will have to comply.

That is why it is very important to read and understand ALL the fine print in any contract you sign.

[TuNeS]

Whats AAAC?

I think the person meant ACCC (Australian Competition and Consumer Commission)

BTW: I picked up my FL RS Wagon today from Prestige in Brisbane and was very happy with the service. I did have a gripe with how they mounted the number plates, but apart from that it was good and I would recommend them highly.