Interesting set of coincidences. I received one of those 'you recently had your car serviced' survey invites, and decided to tell VAG the kind of negative experiences I have had with service. Today, The Age has an article suggesting VAG knows it has a problem with price and customer service and is looking toward fixed price servicing and improved customer experiences. I then received a call from the survey company to ask more about my experiences. They indicated VW is very aware they have an issue.
In my case I explained what I had been through over 3 years of ownership - unresolved issues with multiple visits and wasted time, unhelpful or marginally competent dealers (and too few of them) and now out of warranty big $ for routine servicing. I also explained I had taken the very reluctant decision in the last couple of weeks to sell the Skoda because of this and have ordered a car from another manufacturer. I have moved from being a strong brand advocate to someone who would say to a prospective owner 'great car, but the service lets it down badly; avoid'. Repeat for all VAG products.
I know some of you have had a good experience, but in many cases probably because you've had no issues to resolve.
The survey company offered to have someone from VAG head office call me to go over my ownership experience and I welcomed that. It would be grandiose of me to think I could turn this around, but with others I hope to help VAG get real about this issue. The fact that they are talking openly about the problem to the media signals they know they are risking their brand.
I genuinely want Skoda to succeed here and I'd like to think that I could safely come back to them one day; I really do like the cars.
Hopefully some of you might benefit indirectly from my poor experiences.
In my case I explained what I had been through over 3 years of ownership - unresolved issues with multiple visits and wasted time, unhelpful or marginally competent dealers (and too few of them) and now out of warranty big $ for routine servicing. I also explained I had taken the very reluctant decision in the last couple of weeks to sell the Skoda because of this and have ordered a car from another manufacturer. I have moved from being a strong brand advocate to someone who would say to a prospective owner 'great car, but the service lets it down badly; avoid'. Repeat for all VAG products.
I know some of you have had a good experience, but in many cases probably because you've had no issues to resolve.
The survey company offered to have someone from VAG head office call me to go over my ownership experience and I welcomed that. It would be grandiose of me to think I could turn this around, but with others I hope to help VAG get real about this issue. The fact that they are talking openly about the problem to the media signals they know they are risking their brand.
I genuinely want Skoda to succeed here and I'd like to think that I could safely come back to them one day; I really do like the cars.
Hopefully some of you might benefit indirectly from my poor experiences.
Comment