VW Australia survey

[TDZ]

Hey Tony Tiger,

I work for a large company that does do some surveys (not just surveys) and no i'm not from VW.

Filling in surveys does very little, as surveys are used as a means of gathering the majority view (think voting system), since your case (hopefully) is in the minority chances are your feedback would be viewed as an outlier and it'll give someone a good laugh at your expense/may get some sympathy.

If they stuffed you around to the point where its unethical, ie gave you wrong car/ gave you lemon/ did a runner with your money there is always the legal system/small claims court etc. However if its a matter of delayed delivery or something minor its probably something best copped on the chin and move on.

If its something small and youre actually financially out of pocket, there are ways but you'll need to do some ground work, first like others have said write a letter directly to the dealer explaining the situation and what you expect from them. (be reasonable or you'll just get someone laugh in your face) eg you expect money back for not getting option or getting them to install said option. If you don't get any joy your next bet is filing a formal dispute with the ombudsman (free service), where they will act as a mediator. I've lodged few disputes with the ombudsman myself and the system does work.

If that fails, and you still think its worth fighting (and winning) get yourself a good lawyer, and be prepared to stick to your guns.

Sorry about your issues with a VW dealer, but join the club. Pretty sure everyone has been stuffed around by a dealer in some form or another.

[whiskywallah]

Just had a fantastic pre-sales experience at 1 dealer and a decidedly average, read
from the script experience at another. Hopefully the pre-sales joy translates in 11 days time. I'll keep you posted

[Tony Tiggy]

Hey Tony Tiger,

I work for a large company that does do some surveys (not just surveys) and no i'm not from VW.

Filling in surveys does very little, as surveys are used as a means of gathering the majority view (think voting system), since your case (hopefully) is in the minority chances are your feedback would be viewed as an outlier and it'll give someone a good laugh at your expense/may get some sympathy.

If they stuffed you around to the point where its unethical, ie gave you wrong car/ gave you lemon/ did a runner with your money there is always the legal system/small claims court etc. However if its a matter of delayed delivery or something minor its probably something best copped on the chin and move on.

If its something small and youre actually financially out of pocket, there are ways but you'll need to do some ground work, first like others have said write a letter directly to the dealer explaining the situation and what you expect from them. (be reasonable or you'll just get someone laugh in your face) eg you expect money back for not getting option or getting them to install said option. If you don't get any joy your next bet is filing a formal dispute with the ombudsman (free service), where they will act as a mediator. I've lodged few disputes with the ombudsman myself and the system does work.

If that fails, and you still think its worth fighting (and winning) get yourself a good lawyer, and be prepared to stick to your guns.

Sorry about your issues with a VW dealer, but join the club. Pretty sure everyone has been stuffed around by a dealer in some form or another.

One thing I should have said earlier is that I have completed three surveys and sent an email to VWA. Not a word in reply.... It's a matter of principle mostly as I'm not out of pocket, however 3 items that we agreed would be included were not. Floor mats and window tint, which I have paid to be completed and I was assured that parking sensors were a part of the comfort pack (which of course isn't the case now I know - after I get the car). It's clear that the salesman didn't know what he was talking about and he Actually wouldn't do the hand over at the dealership as I had give him a spray already for stuffing me around so much with delivery dates.
I have since found out that the sales manager has been "let go" and I know of two people who have also received very poor service from this major Sydney dealership.... I will be following this up with both the dealer and VW Australia.

[SnowMotion]

Interesting reading this thread today as the pattern of behavior by the dealers seems consistent. I can add to a new LOW in the behavior of a dealer in relation to the surveys sent out by VWA.

I have been a difficult time getting my VW dealer to fit an option that is clearly listed on my contract. The dealer refused to rectify the problem so I lodged a complaint with NSW Fair Trading. So then the dealer agrees to do something. The rectification has been slow, of non VW parts and has damaged my leather seats in the process. So not really a fun experience and still not complete.

I have also been receiving the Surveys from Neilson and have been filling them as I thing feed back is good for a company to learn and grow. In the last survey I completed I added so notes at the end of the survey about my dissatisfaction in the experience buying a VW.
The next day I received a phone call from the salesman advising that the dealership had been sent a copy of my survey and were now no longer going complete any of the rectification work on my vehicle because of what i had said in my survey.

This reaction is the most unprofessional response I have ever experience in response to customer feedback.

I warn all of you that you may want to think twice about completing any survey for VWA as they do not want to know the truth.

[Dr freedom]

Snow, Id inform VWA, not the dealer, that you will be sending the survey & a signed statement of events to NSW Fair Trading

I also think there generally is a major difference between dealerships that are privately owned & ones that are VWA owned.

[mutare 23]

The difference between the efforts of different dealers appears to be pretty stark. I have previously listed my trials and tribulations when dealing my purchase dealer, but I also had cause to write to VWA to praise the efforts of the staff at Berwick VW in victoria. The staff were courteous, went out of their way to help and had a pride in their work that was the complete opposite that which I had experienced previously.

The same is true for the guys who work in CVWC's both in Tuggeranong and Belconnen. Informative and quality work man ship. I will never go to the main dealers again, unless of course I have a warranty claim.

Cheers