VW Australia to focus on dealer quality

[dogbowl]

REf - http://www.goauto.com.au/mellor/mell...25766100830C44

I read this recently, and anyone on this forum may find this interesting. Essentially, the new head of VW here has admitted that rapid sales growth has been at the expense of dealer quality and post-sale experience.

I hope that they are able to make her objectives materialise, as a soon-to-be existing owner!

[suparockin]

REf - http://www.goauto.com.au/mellor/mell...25766100830C44

I read this recently, and anyone on this forum may find this interesting. Essentially, the new head of VW here has admitted that rapid sales growth has been at the expense of dealer quality and post-sale experience.

I hope that they are able to make her objectives materialise, as a soon-to-be existing owner!

Apparently there is a survey of some sort, if you answer lower than 9 out of 10 the dealer doesn't get a bonus from VW.

[Pana]

Apparently there is a survey of some sort, if you answer lower than 9 out of 10 the dealer doesn't get a bonus from VW.

yeah, when I bought my car, the salesguy went to a lot of trouble and mentioned several times that if I gave him a good score on the survey it would be great.

[Diesel_vert]

As unfair as it may seem for the manufacturer back home, the local aftersales experience can often tarnish the marque, even if the customer likes vehicle itself - and unfortunately, once the maker back home finds out the local dealers are stuffing everyone around, it's often too late and the damage is already done. Word of mouth is a double-edged sword, especially when the internet is at the customer's disposal.

[clip]

Apparently there is a survey of some sort, if you answer lower than 9 out of 10 the dealer doesn't get a bonus from VW.

Ahh, that would explain why I have got such fantastic service from my dealer. I scored them 9/10 for initial sale. But since then, servicing has scored 10/10 all times including the warranty work. Can't fault them, brilliant. So whatever the bonus is, it's working from my point of view.

[tighappy]

Non existent survey

My tig is 18 months old had three services 7K, 15K and 30K but I've never received a questionaires from VW and only received one of the VW mags. Anyone else been missed off their contact list?

[DJY]

I've done a couple of online VW surveys.

Happy to spend the few minutes to complete it.
Shame there is never any flow back of information / or follow ups on points raised though.

[Umai Naa!!]

As a technician, I too, would like to see some improvement in the customer service area. I've had way too many occasions where I've been called out the front to correctly explain to a customer the hows and the why-fors, or to calm a heated situation.

It doesn't look good for me, or the dealership.

I think what it comes down to, is a lack of product knowledge and communication at the dealer's end.