Communication between the dealer and you

[hcvo1]

Hi all,

Just wondering what your dealings have been like with your dealership after the contracts have been signed?

I signed my contacts with a big Melbourne VW dealer at the beginning of this month and was given an ETA of September 2010. After a month of no contact I decided to email the new car coordinator and see what was going on. I waited a few days and there was no response so I decided to call her, after speaking to her she told me that the car would be a week 14 build and that it should land in Australia June 22nd with an early July delivery.

I then emailed her again to make sure that what she told me was correct and there has been no response (2 days now). What makes it frustrating is that with my work emails I can check to see if she has received it or not and whether she has read it - she has done both but no response!!!

Is anyone else facing a similar experience after signing their contracts?

[MK06GT]

Sounds all too familiar to me! Once the contract is signed, customer service seems to cease.

[hcvo1]

Sounds all too familiar to me! Once the contract is signed, customer service seems to cease.

Well if it doesn't improve I know what I will be doing on the satisfaction survey...

[Mk6 GTI]

Exactly the same story with me..

Disappointing to say the least. I send emails and get no response and so i end up calling or going in!

Dont even get return phone calls!

I have sent an email asking some q's.. 2 days and no response also.

Not to mention the fact that i went in to ask if there was any news regarding the car and he said no..

I told him the day it was discharged from the ship and he has no idea!!

LoL

Anyway as long as i get My GTI in one piece ill be happy!!

[hooba]

I found it interesting that the contract which I reviewed required me to pay for the car in full within 7 days of the dealer advising me it was ready, otherwise I'd be in breach of contract.

Now I travel overseas a bit so 7 days may not be possible, and I don't think it would be unreasonable to at least be given 14 days to get my act together after having waited 6 months for the car to show up.

After waiting that long, I want to get my hands on the car asap.

[hcvo1]

Exactly the same story with me..

Disappointing to say the least. I send emails and get no response and so i end up calling or going in!

Dont even get return phone calls!

I have sent an email asking some q's.. 2 days and no response also.

Not to mention the fact that i went in to ask if there was any news regarding the car and he said no..

I told him the day it was discharged from the ship and he has no idea!!

LoL

Anyway as long as i get My GTI in one piece ill be happy!!

Well at least you know where you car is and when you would roughly get it delivered. No idea if my GTI will be delivered in July or September or even next year...

What ever happened to customer service and customer relationship management?

[hcvo1]

Sounds all too familiar to me! Once the contract is signed, customer service seems to cease.

It's amazing how many times they call you to seal a deal, but after that forget it... doesn't it sound the same as chasing a woman and when it is done, all interest is lost? LOL

[Mk6 GTI]

Well at least you know where you car is and when you would roughly get it delivered. No idea if my GTI will be delivered in July or September or even next year...

What ever happened to customer service and customer relationship management?

I know.. it would make the whole experience that much better!

Goodluck with it!

[hcvo1]

I know.. it would make the whole experience that much better!

Goodluck with it!

Thanks Mk6 GTI, I want to contact them and ask what the hell is going on, and on the other hand I don't want to be one of those annoying customers who they talk about always place your stuff to the bottom of the pile...

[Mk6 GTI]

Thanks Mk6 GTI, I want to contact them and ask what the hell is going on, and on the other hand I don't want to be one of those annoying customers who they talk about always place your stuff to the bottom of the pile...

haha yes i know exactly what you mean. How funny is it that we are the ones trying to manage the relationship not them lol

[hcvo1]

haha yes i know exactly what you mean. How funny is it that we are the ones trying to manage the relationship not them lol

Cause at the end of the day they have the GTI

[vw19]

Sounds all too familiar to me! Sealed the deal and I dont hear back from my dealer - rang him and found out that he has not secured my car yet and he is away on easter holidays for the next 2 weeks! Joy! His colleague will follow up for me - left him 2 voice messages and still waiting for a reply! Rang back today and he was away the whole day! I do not care if I am being annoying - I want customer service! haha

[hcvo1]

Sounds all too familiar to me! Sealed the deal and I dont hear back from my dealer - rang him and found out that he has not secured my car yet and he is away on easter holidays for the next 2 weeks! Joy! His colleague will follow up for me - left him 2 voice messages and still waiting for a reply! Rang back today and he was away the whole day! I do not care if I am being annoying - I want customer service! haha

Which dealership are you dealing with?

[dave_r]

I haven't even placed a proper order and it seems like I've had a better experience than you guys!

I've had um 3 calls since Jan when I placed my "pre-order" for the R even knowing full well they can't give me much, if any update on the car because VWA hadn't told them anything either.

Shows that even with no info, it takes no effort to make a 45 sec phone call to at least keep me up to date. So quite happy on that front.

[gregozedobe]

I haven't even placed a proper order and it seems like I've had a better experience than you guys!

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.

It seems that once they've made the sale many salespeople tend to concentrate their energy on the next prospect (ie one who hasn't signed on the dotted line yet).

It makes sense if you think about it from the short-term perspective of someone who makes most of their income from commissions and changes employers frequently.