Skoda service standards??

[bobski]

They won't understand until people start fighting for their deposits back. I, like you, can deal with them being disorganised, but I hate it when people don't call me back when they say they will, or simply palm you off to someone else. Ownership of problems is so important in any customer service role. Which is why so many companies do it wrong.

[woofy]

Road Service is sub-contracted throughout Australia.

I only ever needed to use Skoda road service once. The issue was handled expediently so i don't really care who it was sub-contracted to.

I agree, contacting Skoda is a waste of a phone call. Their customer service is a joke as is their service network.

I doubt I'll be buying another Skoda despite loving my Octavia. I'll either go with a wide dealer network & buy a Focus ST or have some proper fun with a lousy dealer network & buy a Renault Megane.

I'd get the ST, if I were due now I'd order one sight unseen, although dealing with Ford servicing again....ugh.....Renault you will run the big risk of Gremlins that Renault don't want to know about while simultaneously reaming you....

[2009fsi]

It's all the same place, run by VW Group I think Joel.
The points made by D-V & Transporter are quite valid, but think there has been a real decrease in customer support regardless.
Years ago my father bought a Peugeot 403 when most people had never heard of them. The car was really reliable, and parts were dearer than say a holden or Austin of the day, when they were needed, but generally they were say 20% dearer & in stock.
These days the world is a much smaller & faster place when it comes to transport, but auto importers have used that to cut costs rather than improve customer service. Just-in-time usually isn't. And the cost of getting spares when the manufacturer is saving money by not keeping any stock has been totally passed on to the customer. VW/Skoda have never adjusted parts prices for the significant rise in the FX of the A$, or for the enormous drop in shipping costs since the GFC hit. They apply the old Toyota & Qantas adage; charge as much as the market will bear, plus a bit more. The prices we're asked to pay here are more than double other Skoda markets in several examples I've chased up. I see SuperSkoda.com has expanded beyond Europe & established new franchiases in China, Taiwan, India & Ukraine (Greece now closed I see). If the younger owners in the Octavia forum keep ordering from them at the rate some do, it may encourage someone like SS to set up an alternate parts & price option in Australia. One can only hope.

[MISS VDUB]

Perhaps this isn't an issue with Skoda but the dealership themselves getting everything organised and processed.

Gary Cricks in Maroochydore on the Sunshine Coast have been amazing, i've received everything super quick and they even follow up with me on email and phone to ensure I am happy and have everything I need. Definitely no complaints this end!

[BluChris]

It was frustration with servicing availability, cost and competence that got me out of my Skoda and into a Focus. I didn't want to spend the $ or dump what I still regard as a very good car. Just couldn't take the stuffing around and excessive cost any more.

I have no illusions about Ford service but there are many more dealers so the odds are more in your favour of finding a reasonable dealer. Fixed price servicing for 6 years/105,000 km too - VAG take serious note!!! Transporter, I know your views on this issue but for many peeple it isn't so much the amount but the certainty. The Focus fixed service prices are higher than Mitsubishi or Toyota and I'm fine with that. They are still less than VAG on average and they are predictable above all else. Owners know what they are up for.

On the Focus ST - I have only the cooking version (Trend manual) but it is a very well sorted car with that keen to play feel all good chassis have. The ST should be a fine drive.

[joele]

There are people with Hyundais who paid well over $300 for their first service at 7,500km.

Just for the sake of accuracy..

We also have a now almost three year old diesel i30cw, to maintain their standard 5 year unlimited km warranty you only service every 15,000km or yearly.. Also minor services are around 260, I believe they are also fixed price now too so no bad dealers ripping people off...

Skoda so far are not so good.. $2600 extra to extend the warranty to five years and it isn't even a true manufacturers warranty.

My Scout was ordered then they contacted me and said they could only get it with MDI or parking sensors on the front, either one I would have to pay for. So I went with mdi, then when it was delivered it turned out to be premium not a standard as the skoda delivery system said, so either pay more or cancel as there were no more of the colour I wanted in the system available, i believe until late next year when the new model will come out.

[Rooboy]

I also had a complaint on their facebook page but I did get a phone call from one of the Skoda execs about my experiences with a specific salesman. I moved on from that issue but now have another one which is being worked through with customer service (run through vga). The guy I have been dealing with so far has been pretty good and hopefully it will be resolved soon.

[VAG newbie]

Dealers were very unsure what options were and I couldn't get definate answers on somethings.

I was told by Trivet Skoda in Blacktown Sydney that they could not order a Yeti with the options I wanted because Skoda Australia had too much stock and they were not ordering any at the time. I sent a message through the Skoda Australia Face Book page because I didn't know anyother way of contacting them at the time. I was told they (Skoda) would look in to it and call me back. A week later I contacted Skoda Nowra and they said they knew nothing of it and accepted my order.

I wanted to order Annapurna wheels but I was quoted $1700. The dealer said there was no code to order them instead of the standard Spizberg (Spelling) wheels. Since there was no code, they had to order the wheels through spare parts, meaning I would have 8 wheels. The Annanpurna are the same size, just a differnet style. They are a 89 pound option in the UK. All the pictures in the brochure show the Annapura wheels.

The picture of the interior for the 4x4 model in the brochure is not avalible in Australia. Could marketing not find a camera?

The "sound system" option is not explained at all in the brochure and no dealers could tell me what it includes.

I was told by dealers that there was no Yeti with the "Off Road Tech" in Australia, then walked out to their yard and said "What about this one"?. Turns out it was ordered standard for all 2011 delivered Yeti but then changed to an option in 2012. None of the Skoda stock coding was ever updated.

The brochure says tinted windows are standard but there is an option for privacy glass. Either all the Yeti I have seen have privacy glass or only the rear windows get tinted as standard? No one knows.

None of the dealers until Nowra would provide me with commercial pricing. I am salary sacraficing through a goverment department. I was considering just getting a Toyota Hilux because it saves me near $10,000 getting Goverment pricing. Makes up a little for the rubbish pay.

The majority of what I learned was via internet searches and forums. Then it was hard to know what I'll be getting because Skoda keeps changing things. I have seen 3 differnet brochures in less than 12 months.

All the Australian delivered Yeti have had tow prep as standard and it's not currently an otpion. Who knows if the next shipment that might change and I'll end up without it?

I'm told it's part in parcel with buying a European vehicle but I dont see why it has to be?

Things like including the wheel code to the dealers for Annapurna wheels should be simple admin. Most if not all of these things could be fixed pretty easy. Skoda wont survive here at there current rate. They have good vehicles nad hense why I have still ordered one but come on.

It's true with all European cars. Even Mercedes! The brochure is just so confusing even the dealers themselves get it wrong.

Not returning your phone call? You must come from Japan. In this country, "I will call you back ASAP" = "get lost, I don't wanna talk to you". This applies to banks, insurance company, phone company, doctor's surgery, government offices.....and so on. I've never received a phone call from them, I always have to chase them like a stalker. So that's not just Skoda. That's an Aussie thing.

[joel0407]

It's true with all European cars. Even Mercedes! The brochure is just so confusing even the dealers themselves get it wrong.

Not returning your phone call? You must come from Japan. In this country, "I will call you back ASAP" = "get lost, I don't wanna talk to you". This applies to banks, insurance company, phone company, doctor's surgery, government offices.....and so on. I've never received a phone call from them, I always have to chase them like a stalker. So that's not just Skoda. That's an Aussie thing.

Yeh. Usually the case. But no so much when they are getting something out of it. Usually they harras you until they get the sale.

I didn't get anything even before I paid my deposit.

And yes I know what Japan is like. My wife is Japanese and I have been there a few times.

Happy Days

[Transporter]

Re: Skoda service standards??

Just for the sake of accuracy..

We also have a now almost three year old diesel i30cw, to maintain their standard 5 year unlimited km warranty you only service every 15,000km or yearly.. Also minor services are around 260, I believe they are also fixed price now too so no bad dealers ripping people off...

Don't worry they get you when you will need brakes or something else, that is not included. My experience is that, after people drop their car off for servicing they call them that there are some other things that need additional servicing which aren't part of the deal, but it is highly recommended to be done, and many fell for it. The promised $180 service is turned into almost the $400 one.

Something to be aware of, when the time comes.


Sent from my GT-N8000

[Rooboy]

The brochure is just so confusing even the dealers themselves get it wrong

That's the source of my current problem with them. The Yeti brochures (and the website) show one style of roof/luggage box and its described as a 370ltr box or a 380ltr box. The original dealer I went to was so focused on getting a sale he didn't check the dimensions even though he knew I wanted it for skis. It turns out the one sold in Oz is the Thule Pacific 100 which is only 139cm long making it way too short for skis. The Thule website also describes that box as 330ltr and not 370. I found out later that NZ mention both the 370 and 380ltr boxes in their accessory brochure but specifically say which one is displayed. On that point, just why do NZ get more options than us dammit??

If they are only selling the one box it would be better if Skoda Oz listed dimensions rather than capacity.

Anyway I've been very happy with the service I have received from the dealer so far (Richmond) and reasonably happy with the guy from Skoda service but the final resolution is starting to drag a bit. At least he has given me his direct number to call for follow up.

[brad]

Don't worry they get you when you will need brakes or something else, that is not included. My experience is that, after people drop their car off for servicing they call them that there are some other things that need additional servicing which aren't part of the deal, but it is highly recommended to be done, and many fell for it. The promised $180 service is turned into almost the $400 one.

Something to be aware of, when the time comes.


Sent from my GT-N8000

The dude's had his car for 3 years so I'm sure he's aware of what happens when he goes for service.

A guy I work with has both a Yaris & a Getz on fixed price servicing & has never experienced an attempt at claw-back from either dealer (they haven't even tried to sell him fuel additives). The biggest concern would be that they do the very minimum required, so the oil is the cheapest allowed, air & fuel filters are stretched out to the maximum, etc.

Audi/VW/Skoda are all pretty good at trying to maximise their returns from the service centre as well.

[Transporter]

The dude's had his car for 3 years so I'm sure he's aware of what happens when he goes for service.

The dude is not the only one in this forum.

But, yeah, I can keep the things to myself, thanks.

[brad]

The dude is not the only one in this forum.

But, yeah, I can keep the things to myself, thanks.

Fair enough. You appeared to be telling him how to suck eggs.

[joel0407]

I recieved a call from Skoda Customer Service.

I have posted in this thread earlier about how I had ranted on "Skoda Australia" face book page several times, ranted here, and ranted to the staff at the Skoda stand at the Motor show. All about problems I've had ordering my Yeti.

I'm not complaining as such. I just want to provide feed back. I think Skoda have a good product but I think they could do things much better.

Any way, today, 2 months after I was told by who ever operates there Face Book page that someone will call me, I received a call. Who knows if it will fall on deaf ears but I'm happy that someone has listened.

Happy Days.