Service Centre Rudeness. - Common VW Australia trait?

[GolfConvert]

Hi all!

I post sporadically, but it seems to be around service times

What I would like to know, is if anyone has had trouble with servicing their VWs? I have been to one in particular and they just seem so rude. At least at the reception. Either disinterested, or permanently annoyed. I have been in a couple of times, and just find the staff at the reception so hard to talk to. They just ask for your car details and before you get a chance to explain anything or any specific concerns you might have, they are done with you and you feel choofed out the door. I get the impression that this is a common trait with many dealers & service centres. I was reading a thread from a couple of years ago talking about a very similar thing. Great adverts and all that, but it stops after you buy the car. Why is that do you think?

I went to book my car in for its 15,000 km service and have no idea if they even offer a courtesy bus or car service or the like (never got a chance to ask). Another time I was there, they just said that I have to find my own way etc. The dealership is in the middle of the suburbs. How ever on earth are you supposed to go once you drop your car in? This is so different from our experience with Subaru, who offer a courtesy drive into the CBD half hourly in the mornings and afternoon and have very helpful friendly service staff.

I spoke to someone at another dealer and they had a little bit more initiative.

What have been your customer service experiences?

[Tobes_WIR35]

Hi Mate,

My fiance has taken her Up! to Kedron several times as she had some issues with it. The MapsNMore system is playing up, and the rear washer jet is leaking consistently. Both she and the car have been in there several times to have the issues looked at. The service co-ordinators either try to fob her off completely by insinuating that a) she didn't know how to use the Maps N More properly, and b) that the rear washers always drip after being used. The problem was that they did not listen to the initial complaint, and every time the car went in to be checked, they failed to address the root of the complaint.

The only way she managed to get Norris to put some legitimate effort into resolving the issues was to complaint to VW Australia head office, which seems to have had some effect, but not enough.

At this point in time, they have agreed to replace the MapsNMore unit, however they have not responded to subsequent emails and we have no idea when they plan on replacing it, as they won't return emails. They have still failed to address the problem of the leaky washer. They keep saying that it's normal for the washer to drip after use, but as we keep telling them and they keep not listening, the washer isn't even being used, it just plain leaks!

On the other hand, I have my Golf GTI serviced at Austral Newstead, and I have found them to be good. There have been a number of warranty issues that they have fixed, without any fuss (wastegate clip rattle, replaced steering rack, replaced all four ignition coils). Their service staff are reasonably competent and helpful.

Going back to Norris, I used to have a Nissan Navara, and had a number of issues with it. I took it in there three times complaining that there was a problem with the rear diff being whiney and very tight when turning (almost like a locked diff), but they fobbed me off each time saying that it was "normal operation." Anyway, one day the diff seizes up completely. As it turns out, the wrong oil was put in it from the factory. I am pretty sure that nobody actually took it for a decent test drive when I gave them the car, anyone could tell that it was far from "normal operation". So the car was there for about 7 weeks waiting for a new diff to arrive, while I was stuck with an absolute piece of junk Triton tray back ute hire car, which at least Nissan Australia paid for (that thing got punished!!).

The thing that annoys me the most is when service people don't listen to my issues properly, or try and insult me by fobbing me off. I'm an engineer, and have also been playing around with cars since I was a kid - so it's extremely annoying.

[ParaBul]

I've only had my Golf serviced once, but I wasn't overly impressed.

When I rang in September to book a service in (bought in October, so car was telling me its 12 month service was due) I was informed that early November was the earliest slot. I said I was happy with that, as long as it wouldn't affect my warranty. No comment from the woman, she just asked for my details. Then she hung up before I had a chance to tell her of the additional concerns I had, that I would like addressed at the service.

When I turned up to drop off the car (waited outside for the gates to open) the place was pretty busy, and the bloke at reception booking me in didn't want to know about the additional concerns either - he even had a go at me about not mentioning them when I booked the service, so I had a go at him about not being given the opportunity.

For noise that could've been either bearings or tyres, they rotated the tyres - and the noise got worse.
For an intermittent water leak through the passenger door seal they followed the door adjustment procedure. No mention if it was out of adjustment, and haven't experienced significant rain since, so I don't know if it still leaks.
For intermittent activation of the "pinch" function on the driver's window (window stops then retracts slightly rather than winding closed) they reported No Fault Found. Really? On an intermittent fault?
For an intermittent "false neutral" from the DSG they again reported No Fault Found - no errors logged, and they told me that I need to tell them how to induce the fault. To be fair, it's only happened twice in the last 4 months, so it's not a massive problem for me.

Now that I've had my rant I wouldn't rate them highly for service, but I guess they weren't particularly rude, either. Ultimately, I wouldn't recommend them.

[Diesel_vert]

Service Centre Rudeness - Common VW Australia trait?

You'll always come across both good and bad workshops, dealer or independent, across all marques (with the possible exception of Lexus).

The trick is to find a good one - recommendations from fellow forum members can be a good guide.


EDIT: Same deal with showrooms and staff - there are good ones and bad ones (as post below demonstrates).

Generalisations are not always conclusive.

[Guest001]

Never mind service issues. Try buying a VW. Our experience.

We went looking in early December 2010 for a car to be delivered in Mid Jan 2011 due to money invested till then.

Started in the North of Brisbane

First salesman showed us a POLO and offered price over $2000 more than that car was subsequently found on Carsales

Next one a bit further south but in northern suburb Talked to salesman explained money position He didnt have cars till January and promised to ring us back Am still waiting
Went south and looked at a POLO and had a test drive, also went just down the road and looked at an i30
They had what we were interested in but wouldnt give price till I guaranteed I would buy.
DUH!!!!!!!!!!!!!!!!!!!!!! Why would you.

Went up the road and put a deposit on a POLO no probs small deposit pick up in 6 weeks.

Later decided a Passat would be nice Went to town to central city dealer.

Was I going to buy today NO but want a test drive to see if I like it first.

Boss doesnt like us doing test drives as it puts K's on the vehicles. WHAT Pay $55K+ for a car you cant drive.

Anyway after standing around for about half an hour he very begrudgingly let us go for a short drive.

We said yes its nice but no money for a while as before I will definitely ring you he said Still waiting

Later we decided to sell Cruiser and get Passat so back to where we bought the POLO and Lo and behold they have the vehicle in my Sig.

Got an offer on mine so a week later we are proud owners.

Other dealers missed out on about $80,000 of sales by being lazy or difficult.

Hard to believe I thought in economic climate and money was just waiting to be spent.

Have had issues with non dealer servicing so despite the price will probably go back to dealer next time

[AdamD]

I've only had my Golf serviced once, but I wasn't overly impressed.

You're talking about Solitaire, I take it?

I've had acceptable service from them, but wouldn't suggest they've done anything more than meet my expectations. Having said that, my car's had no issues, so I've not had to trouble them with any specific concerns. I also get my car serviced every other six months (so, the non-dealer services) by Transporter.

I've heard good things about the servicing at Duttons at Murray Bridge. There's also Lynas VW in Tanunda.

[Ryan_R]

Berwick VW in VIC are a royal pain to deal with, and going back a few years before I joined the club the sales staff at Glen Waverley were up themselves as well.

On the other hand Burwin VW are fantastic to deal with, and have been recognised as National Dealer of the Year a few times recently, so that's where I take my car, even if it's out of the way a bit.

[walbjj]

basically, go to a vag independent if u can, or buy a lexus if u want stellar after care service. lexus r the **** when it comes to treating u like a boss

[Tobes_WIR35]

basically, go to a vag independent if u can, or buy a lexus if u want stellar after care service. lexus r the **** when it comes to treating u like a boss

That's how they compensate you for buying a very expensive Camry... :-P

[walbjj]

That's how they compensate you for buying a very expensive Camry... :-P

i guess, but those free donuts and coffees are amazing.

[sVWatt]

If rudeness includes shuffling you out the door, and not noting the issues then you can include Gerald Slaven, Belconnen, Canberra. Even if they had free donuts I would not go back.

Busy, but listened, gave me a courtesy car, called me and made me a coffee - that's Lennock at Philip. Be booking in there for my next service.

[anthony]

For rudeness,nothing beats Siuth Yarra VW in Melbiurne,they are the pits,,,

[Guest001]

In fairness to all perhaps this thread could come back to bite you.

It is dangerous to name and shame in a public forum without actual legal proof and should some of them read this maybe a libel suit could follow,

Just a thought. I was careful not to name anyone in my post for that very reason

I realise the Forum has disclaimers as to responsibility for posts but all the same could be thin ice here.

[jamesatfish]

basically, go to a vag independent if u can, or buy a lexus if u want stellar after care service. lexus r the **** when it comes to treating u like a boss

Unless you don't look like one of their stereotypical customers, in which case you can go jump.

I went with a mate to drop off his LS460 for the 3 month first service - we were on the way to the gym so dressed accordingly. The service manager saw us walk in, came out of his office and told us to leave as the "service department for your Toyota is next door".

My sister also went through a mad stage where she wanted to buy an SC430 convertible - thankfully the "this car costs more than you can afford" attitude of the salesman at the Lexus dealer put an end to that.

Fully agree with the independent service recommendation - find one in your area who you can trust and you'll never go back to dealer service again.

[THE_EGG]

When I used to have a Polo TDI DSG riddled with gremlins, I had it serviced and 'repaired' through Austral. Now if I'm honest on the surface they are pretty good. However that is just it, just on the surface. They will only say, we are looking into it, blah blah blah. I was left without a car for 2 weeks with no offer of a courtesy car and when I requested one when I found out it was going to take longer than a week to diagnose the problem(s) on the Polo, they said there were NONE available. My DSG was supposedly replaced twice and still had hesitation/stalling, holding gears, etc. Also there was a turbo sealant leak which led to loss of power under acceleration. The mechanic that came out with me on the diagnosis drive (who will remain anonymous as he told me things he probably should not have) was very understanding and wanted to get the problems solved however he does not have the authority to. He also explained how there are many, many other people with problems like mine.

Personally I would also avoid Austral. I've heard good things from Gold Coast VW and Highway VW (<- Highway VW being near all those car dealers near IKEA) so it might be worth trying to get your car looked at there.

Long post and probably a bit too detailed but hopefully it helps.