Dealer Response........or lack thereof!

[backdoc]

Backdoc, here’s some insight about how the process should go when you purchase a new vehicle.

You should expect a call/email the following day after the purchase/deposit is given. This phone call should outline the time frame for delivery (in your case 4 months+) and any potential delays that may occur e.g. factory closing over Christmas and stagnant shipping and transport over this period.

The process would then be to call you after a week just to confirm the ordered number and that it is in the system. You should then be told in about 4-5 weeks you will receive another call to confirm the build has been accepted and a planned week/day has been allocate for production. Once the car has started the build process it will receive all it’s identification number engine, vin etc, this normally happens around 7-8 weeks after you placed the order but maybe a few weeks either side in some instances.

I personally ask every client what level of contact suits them, I tend to try and make a phone call every 4 weeks after the first week call but would also ask whether YOU wanted more or less contact.

This is not to say i am better than everyone else or to discredit anyone , I really do not know the circumstances surrounding your dealings with the dealership in question, I am merely offering some insight of how it should transpire.. Maybe this is also a dialogue you can have with the dealer and tell them what you want and prefer.

If none of this has been done by the dealer then you probably do have a reason to be upset, it's a lot of money in anyone’s terms and you shouldn't have to chase them for this information at anytime.

As everyone has said it maybe a simple mistake but you should definitely make it clear to the dealer that you are unhappy and then gauge their reaction and level of customer service based on how they come back to you from here. If all else fails send me a private message and I will help you further.

Cheers

Chris

Thanks Chris, I sent you a PM.

[Jayse]

I was going to buy the R36 but I actually was finding it hard to justify the extra $25-30k for it over the RS. It does look awesome though!

I did the same thing with the BMW 335i or the 3.0TDI A4...couldn't justify spending the extra 30-40k!!

I don't think you'll be dissapointed with your purchase mate, i'm patrolling the skoda thread now as i'll be getting a vRS when we need a second car next year. (Chris i'll be in touch!) Great car for the money!!

Cheers,

Jayse.

[Sales @ Mentone Skoda]

I should be honest

Hi Guys,

As embarrassing as this is in the spirit of the forum i should come clean and mention that the dealer 'backdoc' had purchased the vehicle from was us at Mentone. Not from me specifically but at the end of the day i am as much responsible for this as anyone else working here

Backdoc has PM'd me and i have been able to give him all the relevant information and my personal assurance that i will keep him well informed from here on until he takes delivery of his new car.

[h100vw]

Hi Guys,

As embarrassing as this is in the spirit of the forum i should come clean and mention that the dealer 'backdoc' had purchased the vehicle from was us at Mentone.

Good on you for 'fessing up Chris. I am sure that will go a long way to winning back friends.

The other dude looking for a job??

Gavin

[noone]

Good outcome.

[backdoc]

Hi Guys,

As embarrassing as this is in the spirit of the forum i should come clean and mention that the dealer 'backdoc' had purchased the vehicle from was us at Mentone. Not from me specifically but at the end of the day i am as much responsible for this as anyone else working here

Backdoc has PM'd me and i have been able to give him all the relevant information and my personal assurance that i will keep him well informed from here on until he takes delivery of his new car.

You weren't suppose to go do that! I mean calling is great but you didn't need to come clean.

Wow.......buy all cars from Chris!

[Gravey]

holy, an honest dealer...they do exist!

I'm sure the result would have been the same wether backdoc whinged on a forum or called them straight away!

[Jayse]

holy, an honest dealer...they do exist!

i'm checking out the window to see if the sky is falling down?!

Awesome work Chris!

Cheers,

Jayse.

[static1800]

I just saw a couple of pigs fly by

Good to see it's all worked out, hope you are happy with the car when it arrives.

[JAZ_RS]

Backdoc, here’s some insight about how the process should go when you purchase a new vehicle.

You should expect a call/email the following day after the purchase/deposit is given. This phone call should outline the time frame for delivery (in your case 4 months+) and any potential delays that may occur e.g. factory closing over Christmas and stagnant shipping and transport over this period.

The process would then be to call you after a week just to confirm the ordered number and that it is in the system. You should then be told in about 4-5 weeks you will receive another call to confirm the build has been accepted and a planned week/day has been allocate for production. Once the car has started the build process it will receive all it’s identification number engine, vin etc, this normally happens around 7-8 weeks after you placed the order but maybe a few weeks either side in some instances.

I personally ask every client what level of contact suits them, I tend to try and make a phone call every 4 weeks after the first week call but would also ask whether YOU wanted more or less contact.

This is not to say i am better than everyone else or to discredit anyone , I really do not know the circumstances surrounding your dealings with the dealership in question, I am merely offering some insight of how it should transpire.. Maybe this is also a dialogue you can have with the dealer and tell them what you want and prefer.

If none of this has been done by the dealer then you probably do have a reason to be upset, it's a lot of money in anyone’s terms and you shouldn't have to chase them for this information at anytime.

As everyone has said it maybe a simple mistake but you should definitely make it clear to the dealer that you are unhappy and then gauge their reaction and level of customer service based on how they come back to you from here. If all else fails send me a private message and I will help you further.

Cheers

Chris

Chris,

Jumping in on this thread, could you shed some light on apparently VAG's processing service. Apparently it's running at a third of what its usual amount is for all cars (VW / Audi / Skoda).
I don't know if I'm being mislead by a particular dealer but my factory order RS has been sitting in some yard in Sydney now for 3-4 weeks, and the dealer can't say when it will be processed...

[gregozedobe]

Sounds like it is sitting in the "import compound" with Patricks (the stevedoring company). They handle all the initial processing of incoming VWs (including fitting of compliance plates), and they are notoriously slow at times. VWA and the dealers have no control over how long it takes Patricks to process a car, nor do they know when it will be released and delivered.

The only thing to be wary of if they take an inordinately long time is if it is because the car was damaged and needed to be fixed (new panels, resprays etc). Unfortunately it does happen with new cars sometimes. Personally if I thought my "new" car had serious panel damage before delivery I wouldn't accept it (it doesn't matter how good a job they do, it is never identical to the original factory job).

[Sales @ Mentone Skoda]

Chris,

Jumping in on this thread, could you shed some light on apparently VAG's processing service. Apparently it's running at a third of what its usual amount is for all cars (VW / Audi / Skoda).
I don't know if I'm being mislead by a particular dealer but my factory order RS has been sitting in some yard in Sydney now for 3-4 weeks, and the dealer can't say when it will be processed...

Hi JAZ_RS, Gregzedobe is right and his advixe pretty much rings true for the best part. We are able to speak to HQ about individual vehicles and get an exact reason as to why it has been locked in Patricks (in port) for an extended period of time. When i say an extended period of time the normal process shouldn't take anymore than 12-14 working days with the exception of Perth. If the dealer is on the East coast and the vehicle was web docked in the West the delivery time frame is around twice the time 3-4 weeks.

Damage is also a culprit when it comes to delays but more often than not a rarety so don't let your mind wander there just yet until the dealer gives you the exacts. We have been held up for weeks over little things like the vehicle owners manual going missing. It is apparently (not comong from me just what i have been told) against ADR to send a vehicle off the ports without the matching handbook (VIN details etc).

Get back in touch with the dealer and press them for a little more info, th guys at head office are really good when it comes to getting a sold vehicle off the docks when it has been unexpectedly delayed. They will do all that they can as long as the dealer has prompted them to do so.

Good luck and as always if you need anymore info just PM me.