Jan J

Dirty car, broken promises

Picked car up from Stafford Volkwagon and it was dirty. In addition, i paid for the Autoglym finish and they only did half of it. Sytner disputed that but the evidence was obvious as the rear seats had bits and debris all over them. This resulted in 2 trips to go back. Then 10 months later i find the rear fan assembly was glued together - I know 100% that i did not do that and so the only people that could were VW Sytner. They of course refute that. But nonetheless i felt it was important to raise it, but i didn't expect them to fix it due to time lapsed, but no way was i letting it go without telling them (i did explain that to them). Surprisingly, they said 'We want to keep you in the business, so we can repair that FOC for you I’ve got the parts on order and they are coming'. You know what, i was happy - nice customer service, top marks. I left being told i would get a call from 'Jay’. A week goes, then 2 and then 3 but no call came (although they claim they rang 4 times). I rang them and left a message for Jay (Jay was not at his desk). Again, I was promised a call back, no call back. I rang again a week later, same promises, no call back. I tried a 3rd time...same. By the 4th (and this is now the 7th week) call i contacted them and asked for the Manager, Matt. I spoke with him and predictably (if not understandably) he defended Jay by countering that Jay had rang me, however, as I pointed out he never responded to the last 3 messages so, whether he did or did not is old news (he didn’t for avoidance of doubt)… he listened to issue and said, again “they [Sytner] could fix that; No problem, we will absorb that cost to keep you in the business”, I was surprised, but thought, fair play, once again great CS. Call closed and left with a promise of a call back to agree dates to return. Guess what? No call ever came back, so i rang him again - but this time - they are not sure they can do the repair. This time there's an inference i might have done it, did i not check when i bought it? …Well, i did, but on a 9-month-old car i don't forensically check every fan and clearly VW don't either – I cannot trust you to the point I need to forensically check a car myself, really *Alarm bells ringing. I contested it and expressed my unhappiness at being messed about. Call closed with Matt telling me he would go away and speak with Ryan (who is now head of, apparently) and call me back. Guess what? No call ever came back and that was 2 weeks ago. Absolutely the worst example of customer service i have ever seen. Dreadful. Start to finish. Still waiting, Matt. My advice is to avoid. Don’t do it. Yes, they will sweet talk you and make wonderful promises while you are paying but after that, its broken promises. I’ve only ever had this problem with Sytner VW. Audi & BMW are probably the options I’ll be heading to next. That said, I’ve got my eye on a Porsche as well so who knows, what I do know is I won’t ever go back to VW and I will warn everyone I meet.