New Octavia ....when? How Much?

[GTR27]

No call. I emailed and called and left messages twice, but Skoda didn't bother returning calls or email. Not a good sign.....

[OilBurna]

Do you have MD's details?


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[GTR27]

No. If anyone had them I'm more than happy to call and express my concerns to him. Of I need to call them today (I.e they don't call me) then I'm escalating it to his manager. The service level is disgraceful. My request is not unreasonable, he said mid week, and on Tuesday said 'tomorrow'. I called at 2pm Syd time and left a message. I emailed at 3pm, and called again at 4:30 with none of the calls or emails returned. Even if he flicked an email saying 'still waiting for audit' I would have been appeased, but to completely ignore me is just terrible service. I'll give them till 2pm Sydney time to contact me, and then I'm kicking arse and taking names. This is ****.

[brad]

What happens if you ring

9695 6000

Is that just customer service - it's in the white pages as the # for the HO at Botany.

Also, Woofy has contacted Skoda CZ and received a response quicker than Skoda Australia

Linda Streeter was the marketing person in 2009. Her email was Linda dot Streeter at skoda dot com dot au

Assuming they use a standardised email format then the MD Michael Irmer should be Michael dot Irmer at skoda dot com dot au

au.linkedin.com/pub/michael-irmer/84/ab3/879

Madeleine Kjessler is in LinkedIn as Marketing Manager of Skoda Australia but it's interesting to note that she considers her employer to be Volkswagen Group Australia so it could be that her email will be volkswagen dot com au

This guy might be willing to talk to you:
VW Group Australia general manager communications Karl Gehling

or

Kieran Merrigan Area Sales Manager at Skoda Australia (appears to be Sydney based)

As an aside, VWAG are advertising for a Retail & Digital Manager for Skoda. I assume whover had the job got jack of it & moved upwards / sideways. It's interesting that Skoda Australia no longer appears to be a seperate arm of VWAG and VWAG is overtly running the show now.

[Gerrycan]

No. If anyone had them I'm more than happy to call and express my concerns to him. Of I need to call them today (I.e they don't call me) then I'm escalating it to his manager. The service level is disgraceful. My request is not unreasonable, he said mid week, and on Tuesday said 'tomorrow'. I called at 2pm Syd time and left a message. I emailed at 3pm, and called again at 4:30 with none of the calls or emails returned. Even if he flicked an email saying 'still waiting for audit' I would have been appeased, but to completely ignore me is just terrible service. I'll give them till 2pm Sydney time to contact me, and then I'm kicking arse and taking names. This is ****.

I think the storm has overloaded the available resources. It affected the whole of Patrick's yard so goodness knows how many manufacturers/cars are potentially affected or if the protector nets were designed for 1 in 35 year events like that.
As you quite rightly point out, the mistake is not to be completely honest with the customer from the outset.
The placatory promises given to you were obviously hopeful, not realistic.
Your purchase reads like an attempt on Everest, including battles with bureaucracy, porters, weather and now you have the last 50 metres to the summit to go, without oxygen.
Hope it gets resolved soon, it is difficult typing with my finger crossed for you.

[GTR27]

Thanks brad, that's my plan of attack. My Skoda rep is at Volkswagen dot com dot au, so I'd try Michael at Volkswagen first. I would try the rep again first, but how 'understanding' do I need to be?

Gerrycan - thanks for the support. I can't believe this crap is still being dragged out. Obviously the storm has affected a lot, but surely anyone with a brain would recognise increased workload and increase staff to cope. Being honest with a customer is much, much better than failing to keep promises.

The car is still not keyed to the new dealer yet...... So they aren't able to request the car. Is Thursday, so even if it was done today, they won't get car to next week. As a few days for pdi, and end of next week delivery is starting to look unachievable. At this rate I'll be lucky to get the car before Xmas.

Edit: car had been on the dock for 3 weeks yesterday.....

[Gerrycan]

Obviously the storm has affected a lot, but surely anyone with a brain would recognise increased workload and increase staff to cope.
Edit: car had been on the dock for 3 weeks yesterday.....

It does not surprise me that VW resources manage import/distribution as actual Skoda sales are relatively low
Regrettably, just taking on staff for short term unforseen event(s) (eg dealer failure and storm) is usually not usually economic or effective.
It just dilutes available talent from the problems as they have to train/supervise the temporary staff.
The usual solution is to work excessive overtime and then again the storm may have affected staff availability as well, and the widespread general car damage would be putting a huge workload on available bodywork repairers.

While it is incredibly frustrating for you, the real gaff on their part is the lack of transparency. Even a general e-mail to affected customers explaining their difficulties and ongoing strategy, beg forgiveness, and then promise of an 'inconvenience' offer say $'s off Skoda accessories (I know you have them all already) would be the way to go. With the mark up for accessories the actual cost to them would be negligible.

It is no wonder VW customer service are bottom of a recent customer satisfaction rating.
The description of 'arrogance' seems apt for VW/Skoda management response to their customers regarding the current issues.

[GTR27]

While I do agree somewhat that it can be difficult to train for short term, inspecting a car for damage visually isn't exactly rocket science. Numbers here would help, and as long as you had adequate supervision (the trained person) then it should go OK.

Skoda told me they have to say if the car had been damaged - it would be fraudulent to attempt to cover damage up, and if I found it, I would ensure they were punished for doing so.

The big problem here is as you highlighted - transparency.

[donweather]

Your purchase reads like an attempt on Everest, including battles with bureaucracy, porters, weather and now you have the last 50 metres to the summit to go, without oxygen.

I think the problem here is he's lost his Sherpa!!!

[GTR27]

Well no calls (aside from rob at GCS who has been excellent - has also helped me chase it up) so I sent an email to Michael irmer outlining what has happened, dates, who I've dealt with, the issues and what I want done. If they have any skill whatsoever in customer service, they will respond and I'll get some progress. If I hear nothing, I'll email Skoda cz and see if they reply.

[OilBurna]

Good luck you are a man ot extreme patience I reckon dropping a few emails to Drive.com.au to see if they are interested in your story

[GTR27]

GCS got onto the regional manager, who apparently knows me and the car. He has keyed it so the dealer can request it, and had asked Patrick's for a priority shipment. According to him, car is undamaged. Not sure why the customer service rep has just disappeared, but a big wrap for rob at GCS who has pushed things along. Should get the car next week based on what he has said. No reply from Skoda themselves. I'll probably wait until I get my car before I give it to them too badly, unless they respond and actually speak with me at length about this debacle. So some progress, but I'm hesitant at getting excited again....

[99Reza]

Looks like a light at the end of a tunnel... Thumbs up for you for sticking on this long

[OilBurna]

Good news hopefully lucky gcs are pushing it

[GTR27]

Yes, it's been trying. GCS have been excellent so far! Would def recommend them to others based on this experience.