Peter B

AVOID - SERVICE TEAM INCOMPETENT ABUSIVE

AVOID AVOID - SERVICE TEAM MANAGEMENT INCOMPETENT, NEGLIGENT, ABUSIVE Wanted buy duplicate stamped service book by phone & have posted to me. CHARLIE PENGELLY (Service Manager) stated 'Service History Team' would email within the hour stating email documents required. Upon my providing, would be done. 24 hrs - no email. Pengelly too dumb to give Service History Team (Holly) my email address, Holly too dumb to ask him for it. Holly refused my phone call - but left voicemail (to cover ass) during call (on same number) stating email requirements. Within 10 mins I sent (along with dates/miles of services - I knew s/h just wanted duplicate stamped book). 4 hrs later I rang for OK to buy book from parts dept to be handed to PENGELLY for stamps & posting. Holly gone home (4pm), PENGELLY refused to take my call. Passed from pillar to post for 20 mins (4 different people, including 'Team Leader'). Until passed to aggressive 'Senior Service Manager' DREW LAWRENCE, who stated duplicate stamped books could only be issued upon purchaser attending branch (46mls from my home). Exchange as follows:- Me - 'Please explain why both your 'Service Manager' CHARLIE PENGELLY & 'Service History Team HOLLY told me it can be posted, but you now state the opposite. I have expended 3-4 hrs & much stress re this simple matter. LAWRENCE - I refuse to address those issues. Me - Please put me through to MR. PENGELLY. LAWRENCE - I refuse to do so. I will also instruct PENGELLY to refuse to speak with you. Me - If that is the disgraceful states of affairs I will have no alternative but to make a formal complaint direct to VW UK against you and your department. That complaint will include (i) the voicemail message Holly left stating what email documents were required, pursuant to which the s/book could be posted (ii) my recording of this conversation LAWRENCE - 'Do it' So today I will lodge a formal complaint to:- (a) Jonathan Swift, CEO Citygate Automotive Ltd (b) Rod McLeod, Director, VW UK Pursuant to which I shall ensure that I contact & speak directly by phone with both (a) & (b) above I repeat - AVOID AVOID - AVOID LIKE THE PLAGUE