AlisonF
Super Poster
VIP Member
Lifetime VIP Member
I thought I'd share my experience to date with my dealer. For obvious reasons I am not mentioning here which dealer....
On ordering (2nd September 2015)
- I had downloaded the brochure from their website and marked off the options I wanted (quite simply, 204 DSG 4 Motion, Navigation Plus, Multi function steering wheel and Safe).
- I was not informed until almost completing the order that I would receive a T6 rather than a T5 (the brochure on the website). When I asked what differences I was told ‘some change in shape at the front, that’s about it’ or words to that effect
- I was not informed of a month to firm up my order (is this standard?)
- I was not informed of other options that were available (e.g. the dealer selected without my knowledge the double glazing for rear windscreen with windscreen wiper. Fortunately he didn’t mention the seats as I would be in swivelgate right now...I’d be interested to know what other options I didn’t know about...)
On collection (1st March 2016)
- The dealer visibly raised his eyebrows when I turned up with a male neighbour and I produced a checklist (“not one of those checklists”).
- I ordered rear bumper protector and door sill protectors - they arrived in opposite colours to what I had ordered
- On fitting the rear bumper protector there is dirt trapped underneath
- I had ordered ‘door handle cup’ protectors. These did not arrive.
- There was a cup and holder which I had not ordered - the dealer did not know it was a freebie, confused it with the above and so kept the cup :-(
- He showed me the net and said ‘that’s the storage net’. I said ok, I didn’t order that, where’s the safety net, which is standard. He replied it wasn’t. I believe my net is the safety net and he didn’t know it was, nor that it was standard
- I asked about the capacity of the water tank and waste tank - he was unable to give me the answer
- He was unable to tell me which icons on the panel referred to water tank and waste water levels
- He had to refer to the manual as didn’t know how to empty water tank or waste water tank
- He was unable to tell me which icons referred to the leisure battery charge level
- He was unable to tell me where the main fuse is or how to replace it
- There was no mention of the recommendation to sterilise the water tank before use (maybe a minor point)
- “You’ll need to get a charge cable” - minor point, I’d already bought one, but would have been nice to have known earlier on in the process as he knew I was departing in a few days on my first trip
- He was clearly aware of the LHS door pillar ‘moulding fault’ as was very quick to say it was part of the fabrication and not a fault...
- When I asked about the swivelling chair confusion he denied there had even been an issue (really????)
- There was a scratch on the sliding door (around 0.5 cm diameter)
- There was dirt on the upholstery on the inside of the door (which I had spotted at pre-inspection and asked for it to be cleaned, which it wasn't and I had to insist it was unacceptable for handover before they offered to clean it on collection)
- At pre handover inspection there were muddy foot prints on the carpets - again I asked for these to be cleaned
Contractually
- Three things appear on my final contract which were not on my original order:
1) Bluetooth Handsfree Set With Coupling Box and WLAN (9IF) - £245 (this additional amount has then been removed from my total bill)
2) Guide & Inform Package - Contract Duration: 1 Year (Z97) £0
3) SD Card (Europe) (7RE) £0
by this stage I just wanted to leave so will need to contact them for explanation unless anyone can help?
- I was informed I could not get a Service Plan as had not taken out a finance package
- I was informed I could not get the Extended Warranty through them but would need to contact VWCS (I asked for contact details but haven’t been given them)
On exit
As I was leaving he said that his bonus is part of his salary and he only gets it if people give an ‘exceptional’ on their feedback...
Clearly, this list is being refined and updated and will be sent to VWCS. However, I would be very appreciative of any advice and comments from others and what to do with this info... Am I being too picky or was this simply shoddy and unacceptable for £55k?
On ordering (2nd September 2015)
- I had downloaded the brochure from their website and marked off the options I wanted (quite simply, 204 DSG 4 Motion, Navigation Plus, Multi function steering wheel and Safe).
- I was not informed until almost completing the order that I would receive a T6 rather than a T5 (the brochure on the website). When I asked what differences I was told ‘some change in shape at the front, that’s about it’ or words to that effect
- I was not informed of a month to firm up my order (is this standard?)
- I was not informed of other options that were available (e.g. the dealer selected without my knowledge the double glazing for rear windscreen with windscreen wiper. Fortunately he didn’t mention the seats as I would be in swivelgate right now...I’d be interested to know what other options I didn’t know about...)
On collection (1st March 2016)
- The dealer visibly raised his eyebrows when I turned up with a male neighbour and I produced a checklist (“not one of those checklists”).
- I ordered rear bumper protector and door sill protectors - they arrived in opposite colours to what I had ordered
- On fitting the rear bumper protector there is dirt trapped underneath
- I had ordered ‘door handle cup’ protectors. These did not arrive.
- There was a cup and holder which I had not ordered - the dealer did not know it was a freebie, confused it with the above and so kept the cup :-(
- He showed me the net and said ‘that’s the storage net’. I said ok, I didn’t order that, where’s the safety net, which is standard. He replied it wasn’t. I believe my net is the safety net and he didn’t know it was, nor that it was standard
- I asked about the capacity of the water tank and waste tank - he was unable to give me the answer
- He was unable to tell me which icons on the panel referred to water tank and waste water levels
- He had to refer to the manual as didn’t know how to empty water tank or waste water tank
- He was unable to tell me which icons referred to the leisure battery charge level
- He was unable to tell me where the main fuse is or how to replace it
- There was no mention of the recommendation to sterilise the water tank before use (maybe a minor point)
- “You’ll need to get a charge cable” - minor point, I’d already bought one, but would have been nice to have known earlier on in the process as he knew I was departing in a few days on my first trip
- He was clearly aware of the LHS door pillar ‘moulding fault’ as was very quick to say it was part of the fabrication and not a fault...
- When I asked about the swivelling chair confusion he denied there had even been an issue (really????)
- There was a scratch on the sliding door (around 0.5 cm diameter)
- There was dirt on the upholstery on the inside of the door (which I had spotted at pre-inspection and asked for it to be cleaned, which it wasn't and I had to insist it was unacceptable for handover before they offered to clean it on collection)
- At pre handover inspection there were muddy foot prints on the carpets - again I asked for these to be cleaned
Contractually
- Three things appear on my final contract which were not on my original order:
1) Bluetooth Handsfree Set With Coupling Box and WLAN (9IF) - £245 (this additional amount has then been removed from my total bill)
2) Guide & Inform Package - Contract Duration: 1 Year (Z97) £0
3) SD Card (Europe) (7RE) £0
by this stage I just wanted to leave so will need to contact them for explanation unless anyone can help?
- I was informed I could not get a Service Plan as had not taken out a finance package
- I was informed I could not get the Extended Warranty through them but would need to contact VWCS (I asked for contact details but haven’t been given them)
On exit
As I was leaving he said that his bonus is part of his salary and he only gets it if people give an ‘exceptional’ on their feedback...
Clearly, this list is being refined and updated and will be sent to VWCS. However, I would be very appreciative of any advice and comments from others and what to do with this info... Am I being too picky or was this simply shoddy and unacceptable for £55k?
