Communication between the dealer and you

[dave_r]

I hope you aren't speaking too soon, see how you go after you have paid a proper deposit and signed an official contract, as that's when the attentiveness seems to drop off.

Sorry, can't agree with you there. I have had that experience on previous occasions but in this instance the dealer has been really good.

I've had calls from various people at the dealership, including e-mails when there have been updates like today regarding the 3dr R info today.

We'll see how it pans out but I'm currently very satisifed with the service being received given I've only put a $1000 down on a dodgy order.

[Corey_R]

That's assuming the customer receives the after purchase survey and the dealer hasn't been filling them out themself as one dealer up here was doing

Isn't it VW Australia that contacts you for the survey, and not the dealer?

[JohnA]

No complaints with my dealer

Went in to order purchase the car on Friday
was shown that the car i wanted was actualy in stock, they just had to get it to thir showroom
got a call on Monday to say the car should arrive in their showroom today
Got an e-mail this morning at 10am saying the car has not yet arrived and if its not there by noon, i won't get it today.
Got a call 10;30 am to say it has arrived, and it will be ready for me to collect today between 4-5pm

so all in all, a very painless 1 week

[hcvo1]

Isn't it VW Australia that contacts you for the survey, and not the dealer?

There is a dodgy Toyota dealership down here in Melbourne who deals with people who have problems with English. What they do is that they tell their customers to bring in the survey once they receive it and they will send it off to Toyota for them... hmmm

[Maverick]

Isn't it VW Australia that contacts you for the survey, and not the dealer?

Hypothetically speaking a dealer could supply Volkswagen with 'incorrect' addresses for customers and 'accidentally' receive the cards themselves.

And hypothetically speaking Volkswagen of Australia would after a period of time figure this out and send executives to the dealership to smack heads resulting in the sudden departure of managers who knew of or were involved in the activity.

[Pauly]

I had exactly the same experience. I have ordered the car below in my signature.

I was informed at point of sale that the car will arrive in September, however to call back in 2 weeks for a firm date.

So I call back in 2 weeks, and the pre deliveries lady tells me it is Early July.

Not beliving that for a second, I called back yesterday and spoke to the manager and the sales man I delt with. They laughed at the early July delivery, saying there was no way that would happen.

They told me that the car should arrive in Late August to Early September.

[nau]

Its not all dark and bad

my dealer called me yest and said that my car will be ready in 2 weeks (not in 1.5-2 month) as expected
great service so far ... now just need to sale my old VW very quickly

[Corey_R]

Hypothetically speaking a dealer could supply Volkswagen with 'incorrect' addresses for customers and 'accidentally' receive the cards themselves.

And hypothetically speaking Volkswagen of Australia would after a period of time figure this out and send executives to the dealership to smack heads resulting in the sudden departure of managers who knew of or were involved in the activity.

Lol... hypothetically speaking of course!

[hcvo1]

I had exactly the same experience. I have ordered the car below in my signature.

I was informed at point of sale that the car will arrive in September, however to call back in 2 weeks for a firm date.

So I call back in 2 weeks, and the pre deliveries lady tells me it is Early July.

Not beliving that for a second, I called back yesterday and spoke to the manager and the sales man I delt with. They laughed at the early July delivery, saying there was no way that would happen.

They told me that the car should arrive in Late August to Early September.

Was this from Barloworld?

[hcvo1]

I have been dealing with Barloworld and they are a large corporation, do they even car about customer satisfaction? btw still no response from them after they said they would call me back in 1/2 hour (it has been 2 now)

I just called them back - 4 hours now and they said that he was 'busy'...

[Pauly]

Was this from Barloworld?

Yeah Glen Waverley. Ive had great customer service from the rep that served me and the manager there. No complaints at all.

Its just that the varience in dates annoys me. Especially when you are saving up and trying to organise money with banks and alike.

[hcvo1]

Yeah Glen Waverley. Ive had great customer service from the rep that served me and the manager there. No complaints at all.

Its just that the varience in dates annoys me. Especially when you are saving up and trying to organise money with banks and alike.

Exactly the same boat as me, same dealership and situation. I have called them this morning and there has been no reply from Cathy or Daniel...

[265coupe]

It seems to me that there are multiple people at a dealership that are involved in your purchase. They include the salesperson, dealer principle and the post delivery customer service person.

My own experience included a precontract period where the salesman was attentive, prompt with corro and keen to communicate. Post contract was a different story. His attention dropped off to zero. My requests for correspondance to facilitate finance and insurance were met with lazy indifference. My financiers emails went unanswered. He was tardy and inaccurate with answers to my questions. All very disappointing. In the end I was forced to go up the tree and communicate directly with the dealer principle.

My dealings with the principle were the opposite. He was professional in all our dealings. My inquiries were answered promptly and accurately. He was only too eager to help. He was apoligetic for the hassles we had had with the salesman and I'm sure it was down to him that our purchase (after a 5 month wait) was satisfactorily concluded.

The followup customer service women was equally helpful. She sorted the final remaining business problem the same day after I had spent a week and 3 emails trying to get a result from the salesman.

My experience was: salesman for the contract (Nil care after that) and professional admin after that.

[ryano]

Who did you end up going with?

And I assume one of the ones you didn't hear back from was Austral?

Ian Boettcher and the salesman was Shaw Weir.

Neither Austral, Highway Motor Group or Norris Motor Group ever replied to my online enquiries (multiple) where I clearly said I was interested to buy within the month while Ian Boettcher replied (and followed up when the Golf was named car of the year) so they got my business.

and FWIW their service costs are less than Austral

[team_v]

Ian Boettcher and the salesman was Shaw Weir.

Neither Austral, Highway Motor Group or Norris Motor Group ever replied to my online enquiries (multiple) where I clearly said I was interested to buy within the month while Ian Boettcher replied (and followed up when the Golf was named car of the year) so they got my business.

and FWIW their service costs are less than Austral

I would be going to JMac to get the service
Or a VW specialist.

I found calling to get more responses than email as it shows you are genuinely interested.