Warning about Barloworld VW Glen Waverly

[Arnold]

Barloworld Five Dock Service Department Manager, Damien, or something, appeared to have no interest in, or empathy for, customers and adopted an exquisitely anti-customer, pro-Barloworld don't-give-a-**** attitude from the outset. In fairness to him though, he was probably an ex-mechanic who was not educated past year 10.

[GeckoZAO]

barloworld glen waverly and moorabbin are the top 2 vw dealers in Australia, based on sales...
and i really dont think their price is low, like i have posted in other topics, i got 40k for my 103TSI with paint and all options, but both barloworld vws were not even close to that...
probably thats why they are rude and etc...because they are too big.

[jbcool]

My experiences with Barloworld are the same. Car Sales and Servicing are worlds apart in customer engagement.

Servicing at Barloworld Five Dock is a nightmare. They stuffed up my brakes and no-one has been able (or wanted) to fix them on the return visits. And try getting the shuttle... ha, YOU need to ask about the timetable don't expect to be told. So, on a day when it was literally raining cats and dogs, I ended up getting public transport from Burwood station and getting drenched. (I thank the bus driver for his help ! Thumbs up to him!). So, I've never gone back. [PS: A friend of mine just bought a car from there, I've told him to service it elsewhere.]

I have similar experiences with Barloworld Mascot, but I will be honest and qualify that it is the service counter staff that lack that decorum when dealing with customers (whereas I've found the mechanics to be highly intelligible and down-to-earth). Ask a tough question, then it's straight to the manager. Challenge the service cost (luckily at the counter before the service), then you're told (and I quote Helen M) "you can collect your car from outside".

When I draw an analogy to my role, my employer relies on the sales staff to engage and take the time to understand and please the customer. If those guys can't perform their job, then there will be no work for me to do. THE SAME GOES FOR BARLOWORLD .... Be rude to your customer and he won't come back. And if they spread the word about the poor customer experience, then your reputation will erode away...

[RRRRIT]

Never buy any parts from them, just as well im a calm person otherwise would have knocked the old p**** out. Spoke to me like a piece of s***. Saying my part numbers are rubbish. Some people deserve to be treated a lesson. Word of advice the worst dealership on that side

[Snail Style]

Just a question...

You bought the car back in 2013, how long before you took it back regarding the wipers issue? Vw only cover the wipers under the bulletin if the vehicle has it reported within 1000km of new. Otherwise it is deemed a service item.

[brad]

Barloworld Five Dock Service Department Manager, Damien, or something, appeared to have no interest in, or empathy for, customers and adopted an exquisitely anti-customer, pro-Barloworld don't-give-a-**** attitude from the outset. In fairness to him though, he was probably an ex-mechanic who was not educated past year 10.

Elitist, much?

Just remember when you turn on your tap & get fresh, clean water or flick a switch & the light comes on that at it's most basic you wouldn't have those services without tradies that weren't educated much beyond year 10. (conveniently forgetting the 1000+ hours at TAFE to get a Craftsman's Certificate of Proficiency plus other specialist post-trade courses)

I'm sure Damien is a prize knob but it isn't because of his trade or education.

[mgrobins]

I'm going through a similar experience with my local dealership - except the interactions are really polite and it's the work that isn't up to scratch. Some dealers have obviously worked out being polite helps - even if you then fail to actually help the customer!

Al's advice is on the mark. I engaged the Service Manager (who still wanted to blame everyone else mind you) and was told 'Here are the Industry standards - there is no problem we have to fix'. I'm glad they gave them to me as I was able to point out the assessment failed to meet the standards and show the Manager the fault .

The key is having the problems logged early in car life so as they persist you cannot be pushed away on the basis of it being your fault or the car being out of the initial 1500km period or whatever it is.

Reading here I can only say I'd rather the pain of my local dealer than BarlowWorld. Sounds like the only way to make them perform is VWA or a court order.

[Pokie]

Bring them all to Burwins!!! We're no1 in the dealer network for a reason!!

[jacky_moo]

Last year i organised the purchase of a new MK7 comfortline through barloworld and i have to say yes the prices are good, but thats it. the salesman i had was incredibly rude, arrogant and continuously spoke down to me and spoke over me, i'm a pretty calm person and will traditionally just shrug off such behavior, but this guy was relentless in his pursuit to p**s me off, after about 30mins of backward and forward with him and many times politely asking him to adjust his attitude/stop being rude to me and my friend, i just got up and walked out - it was that or get into a all out brawl with this guy, the dp came running after me and i settled the deal with him but it just baffled me that a salesman could have such an attitude towards clients.

some time later when the car arrived we went to pick it up and who is doing the delivery but mr. arrogant salesman who nearly got his teeth knocked out when he was showing the features of the car to my friend ( yes a 30yo good looking woman) but the way in which he did it was so chauvinistic and rude eg: kept on at little things like, showing her the sunvisor mirror and saying "oh heres where you can touch up your lippy when your driving and hold everyone up". or the bag hooks in the boot for when shes done the grocery shopping for her and her husband.. she let him have it, i didn't need to step in - The Dp did come over and say hello good to see you again etc but that was about the extent of his interest and promptly walked away.
whilst there i had my mk6 valued for trade in and their valuer seemed to be a nice friendly guy. came out to my car afterward and found the door lock cover had come away from the driver door and was just left in the drivers foot well, and the entire contents of my glovebox was emptied out onto the passenger floor ( and glovebox left open with service manual on the pass seat)

I know its a long rant but i could honestly say i will never go back there even if it saves me a few k off a new car!!

[TheDSider]

Interesting to read all this. I just ordered my Polo from Barloworld Mascot. The person I scheduled a test drive with didn't come in to work and nobody contacted me, and I guess nobody took me seriously so they palmed me off to the Work-Experience kid (at least he was enthusiastic). When I walked back in a few hours later to place the order, I asked for the same kid.... then all of a sudden everyone came out of the woodwork and was happy to help. Hahaha

In fairness though, aside from that they were friendly and helpful. I'm pretty mistrusting of dealers so I already had all my research done and just told them what I was willing to pay, and if they could match it then it was a deal. Easy sale for them, easy purchase for me, but I'll keep an eye out for servicing issues.

[Ryan_R]

When I walked back in a few hours later to place the order, I asked for the same kid.... then all of a sudden everyone came out of the woodwork and was happy to help.

Haha that's brilliant!

[zoomdust]

Firstly and most importantly putting your experience and opinion here, good or bad is very worthwhile, so thank you for sharing your opinion. Companies like VW need to be called out on bad behaviour. I have dealt with VW before and was sold a top line VW that had non-stop problems through its life. No matter how many times I took this car back under warranty it remained problematic and expensive to maintain as a result. VW did not care and only saw me as an annoying customer.

In my humble opinion anyone having their car serviced by a dealer is already in troubled territory. If you want a good quality service with someone that cares about you and your vehicle then track down any specialised privately owned VW service group and consider them as a real option. I use a local VW expert and the price has been reasonable and the service incredible. Having used a dealer in the past I can clearly see the difference and it is beyond better. As they care about their reputation they generally over-service and do what they can to save you money. Best of all they know you by name and take the time to make sure you are happy.

So you don't think I work from one of these companies I have deliberately not mentioned any be name but I have used 3 over my lifetime with VW's.

I can honestly say if it was not for these guys VW would have a bad reputation in Australia.

Finally and most importantly, if you are looking for genuine parts for your VW remember that eBay and other online overseas online stores offer reasonable prices and fast delivery. I recently ordered some light covers for my Golf for eBay. They were genuine parts and around 230% cheaper than an Australian genuine part. Go figure!

[Bug_racer]

Firstly and most importantly putting your experience and opinion here, good or bad is very worthwhile, so thank you for sharing your opinion. Companies like VW need to be called out on bad behaviour. I have dealt with VW before and was sold a top line VW that had non-stop problems through its life. No matter how many times I took this car back under warranty it remained problematic and expensive to maintain as a result. VW did not care and only saw me as an annoying customer.

In my humble opinion anyone having their car serviced by a dealer is already in troubled territory. If you want a good quality service with someone that cares about you and your vehicle then track down any specialised privately owned VW service group and consider them as a real option. I use a local VW expert and the price has been reasonable and the service incredible. Having used a dealer in the past I can clearly see the difference and it is beyond better. As they care about their reputation they generally over-service and do what they can to save you money. Best of all they know you by name and take the time to make sure you are happy.

So you don't think I work from one of these companies I have deliberately not mentioned any be name but I have used 3 over my lifetime with VW's.

I can honestly say if it was not for these guys VW would have a bad reputation in Australia.

Finally and most importantly, if you are looking for genuine parts for your VW remember that eBay and other online overseas online stores offer reasonable prices and fast delivery. I recently ordered some light covers for my Golf for eBay. They were genuine parts and around 230% cheaper than an Australian genuine part. Go figure!

Ebay genuine doesnt mean genuine German VW , it could be Chinese as well .

[Guest001]

Ebay genuine doesnt mean genuine German VW , it could be Chinese as well .

They mean they are genuine copies usually

[stefcio007]

They mean they are genuine copies usually

I bought centre caps from China and the copies were so good they even had "Made in Germany" as part of the plastic mould. I wasn't expecting genuine, you get what you pay for, but I thought it was pretty funny.