Aberdeen - VW Van centre

[Fleur]

Hi everyone, we recently placed an order for an Ocean from the VW Aberdeen branch. They promised us regular updates (every two weeks) on the progress/status of the build. Since placing the order in March, we have received no phonecalls or emails from them. We have contacted them (three times) for updates and to request a price for a bike rack... still nothing. We called VW commercial UK, but they seem just as disinterested (one person who just kept putting the phone down claiming a poor phone signal). We are getting to the point where we are considering cancelling the order.

Has anyone else had a similar experience? Does anyone have any advice on how to get some action?

 

[Max-Felix]

I would seriously 100% cancel the order. Service is everything, especially with a Cali that will in all likelihood require post-collection dealer follow-ups. Plenty of other dealers out there, many recommended on here who will gladly take your money *and* look after you.

 

[Loz]

Hi everyone, we recently placed an order for an Ocean from the VW Aberdeen branch. They promised us regular updates (every two weeks) on the progress/status of the build. Since placing the order in March, we have received no phonecalls or emails from them. We have contacted them (three times) for updates and to request a price for a bike rack... still nothing. We called VW commercial UK, but they seem just as disinterested (one person who just kept putting the phone down claiming a poor phone signal). We are getting to the point where we are considering cancelling the order.

Has anyone else had a similar experience? Does anyone have any advice on how to get some action?

Initially there is a wait until the dealer has a confirmed build week, where there is simply no news. I would not cancel otherwise you will move to the back of a very long queue.
You can drop them an email saying "any news" ??

 

[BerndRos]

Why would you want these updates ?

You know you have ordered and the likely timescales. Any updates would be meaningless until nearer delivery.

In the UK people's expectations are often far to high, this goes back decades but with social media it's becoming impossible.

Chill....

 

[Neilgbj]

Sorry to hear this ( it is worth persevering!) ....we didn't hear much but it is poor service when you aren't able to speak to anyone. These days I find a rant on Twitter for big organisations on their Customer Service feed tends to stir things up!!..... have you tried VW Customer Service?

 

[Tommy Gun]

Hi everyone, we recently placed an order for an Ocean from the VW Aberdeen branch. They promised us regular updates (every two weeks) on the progress/status of the build. Since placing the order in March, we have received no phonecalls or emails from them. We have contacted them (three times) for updates and to request a price for a bike rack... still nothing. We called VW commercial UK, but they seem just as disinterested (one person who just kept putting the phone down claiming a poor phone signal). We are getting to the point where we are considering cancelling the order.

Has anyone else had a similar experience? Does anyone have any advice on how to get some action?

Hi,

I'm not surprised by your comments. I asked for a quote from them back in August/September 2015. They didn't bother getting back to me, so went elswhere. It would be great if you could shift your sale to another garage without losing your place, but don't think this is possible.

Whilst you don't really need the updates at the start (as mentioned by BR above) they should stick to what they said they would do. That was part & parcel of how they persuaded you to buy through themselves. It is nice to know where things are, even if there is no movement.

Agree with Loz & Neil, the queue is very long (but distinguished) - would be a shame to lose 3-4 months. Suggest you stick it out for now. You can always tell them what you think of them loudly in showroom so that everyone hears, after the keys are in your hands. A bit childish I know - but might make you feel good

 

[Mr Q]

You just need to stick it out I'm afraid unless you can get a deal on a demo vehicle. If you cancel and re order with someone else you won't get your van till next year.

I went into the Aberdeen dealers and got a quote from them but ended up going elsewhere for a better price. Downside is I have further to go to collect when it's eventually built.

I'd just order a bike rack on line and put it on yourself. Doing it that way will save you money.

I'd also push them to give you the VW order number for your van so you can get an update/progress your order with VWCS.

 

[Dave bee]

Once you have your vehicle there is nothing stopping you from going to another dealer for service, warranty issues etc. Don't lose your place in a long queue but find a recommendation for another dealer for everything else.

 

[kave]

I don't get why you need updates every two weeks 6-12 months before deilivery? I have had similar experiences where the seller can be hard to reach after contract is signed. Probably they are on vacation or dealing with new customers. If you like to add 3 months more to the delivery time cancel might be a good idea.

 

[T6 CFO]

VWCS Will be able to give you an update.
As for cancelling it will depend on how much you want it, when you want it, how much you paid.
Little point in cancelling if you still want one and paid less than you would know.
Don't do anything in haste, call VWCS.
If you still want one it will be worth getting a price from somewhere you have trust in before cancelling.
I ordered in March and doubt I would get the same deal now.


Mike

 

[Loz]

to add: I understand we would just like a simple call or email to say "Hello xxx, this John from the sales department, just to say we no nothing more than last time and as far we we know it is progressing"

But in reality salesmen are programmed not to ever say anything negative, so by not having anything positive to say, anything else is just negative and they just don't like having that conversation.

I am sure you will get a call soon saying "Good news, it's being built week xx" as you ordered in March you must be due a build slot soon I would think...

 

[Hotel California]

If you cansel your order , they are waiting in line for taking over your order .
Resulting in a even longer wait for you , prices going up , £ going down...
God nows how other dealers will handle things if you go elswhere.
It is the same thing on the mainland , guess we call it " the downside of the Cali-succes" suddenly there is a boom on new orders an 2nd hands hardly turn up.
Your patience will be rewarded ....
Dutch dealer said to me 8months wait in Holland!

 

[larrylamb]

Fleur, did the dealer give you any idea of a delivery date? 4 months and still no build date seems a long time to me. You could always check with VW website if any demos are for sale, they usually are.

 

[Teejay]

Hi everyone, we recently placed an order for an Ocean from the VW Aberdeen branch. They promised us regular updates (every two weeks) on the progress/status of the build. Since placing the order in March, we have received no phonecalls or emails from them. We have contacted them (three times) for updates and to request a price for a bike rack... still nothing. We called VW commercial UK, but they seem just as disinterested (one person who just kept putting the phone down claiming a poor phone signal). We are getting to the point where we are considering cancelling the order.

Has anyone else had a similar experience? Does anyone have any advice on how to get some action?

HI Fleur,
Sounds like you were promised something they never planned to uphold.

"They promised us regular updates (every two weeks) on the progress/status of the build."

As people have said, there is not a lot of information to give unfortunately, so I wouldn't cancel just yet. You will be taken to the back of the queue. VW do have a bit of a monopoly at least in the UK with the campervan market, excluding conversions. If you are still annoyed then either call in, if possible and wait until seen or speak to the sales director/dealer principal to see if that gets what you want.

A good friend of mine was a brilliant salesman, (IT not cars) but he always told me that one of the secrets of his success was always keep the customer updated. No matter what, whether good or bad news, you can deal with bad news but its not knowing that grinds my gears too.
Based on this I instructed my salesman to tell me everything good or bad I don't want to be kept in the dark,

Hope you get sorted to your satisfaction.

message ends....

Teejay

 

[Bramco]

Hi Fleur,

The only thing you really need to check is the actual build spec. That is the spec the factory have agreed to build. This can sometimes differ re options from what you have specced. It was in our case, re the aux heater option. Apparently the spec we ordered which went through the uk ordering system wasn't something the factory would build, so they just dropped the heater which of course for us was a deal breaker.

We also ordered in March but a couple of years ago and heard nada from the dealer until close to what we expected the build date to be. That's when the heater option c*ck up came to light. In 2014 there were a number of orders that were messed up by VW UK to do with the change over of model year which happens around that time. Miscommunication between the factory, VW UK, the dealers and the poor customers.

I would insist on a copy of the order in the system, it will take them half a day of offering you coffee etc. until you get it but make sure it is what you ordered, also check the order stage. I would have thought you would have a build date by now. And then as others have said, don't expect anything from the dealer until it is in their yard.

When they do the handover, they will be begging you to give them a high customer sat rating, obviously tell them you'll do the rating but don't imply it might be rotten. Then when you do the cust sat, be honest and detailed and then find yourself another dealer to do the services when needed. Although I'm guessing in Aberdeen you might have to make a little vacation out of each service to get it done somewhere else.

In our case, we couldnt fault the dealer. In the end we had a replacement van for a few months at no charge until our real order could be built. We joined the back of the queue. Since then, seeing as we're on a 2 year and 20k service routine, we haven't seen the dealer. And actually the sales side and service side of each dealership can be very different, you can get shoddy sales but great service and vice versa.

Good luck and enjoy the van when you finally take delivery.

 

[Geezso]

Why would you want someone phoning you to advise its still not built, then a week later the same. I was under the impression the order is placed, when the dealer has news ie, its being built or on the boat you get a call, when its at dealer you get a call, maybe a video then collect.
I couldn't imagine anything worse than 24 updates to tell me what I know ie its not here.
If you really need to know make that clear to the dealer for weekly emails or similar.
Maybe that's just me.

 

[AlisonF]

Hi everyone, we recently placed an order for an Ocean from the VW Aberdeen branch. They promised us regular updates (every two weeks) on the progress/status of the build. Since placing the order in March, we have received no phonecalls or emails from them. We have contacted them (three times) for updates and to request a price for a bike rack... still nothing. We called VW commercial UK, but they seem just as disinterested (one person who just kept putting the phone down claiming a poor phone signal). We are getting to the point where we are considering cancelling the order.

Has anyone else had a similar experience? Does anyone have any advice on how to get some action?

Have a look at the thread 'dealer review - how to proceed' and send me a PM.

 

[CaliCurious]

Hello Fleur,

Sadly my experience of the Aberdeen dealership is similar to yours. Whilst the sales process seemed to go OK (however I did purchase from stock, rather than order), they are very poor at responding to requests for prices etc. I have had to complain on a number of occasions, but it makes absolutely no difference. I am not impressed by the post sales experience at all.

I note that they didn't even acknowledge my last complaint, so I have given up trying to be constructive with them.

I was going to give them another chance before I wrote a negative review for them, but given that they appear to be treating all their Cali customers with the same disinterest as I get, I felt the time for a "second chance" has now passed.

 

[Fleur]

Thanks to all of you for your responses - both helpful and supportive. I have a few ideas on getting more information about the status of the build now, although I can see that there are a few of us who are more than a little frustrated by this dealer's lack of customer service.

 

[AlisonF]

Why would you want someone phoning you to advise its still not built, then a week later the same. I was under the impression the order is placed, when the dealer has news ie, its being built or on the boat you get a call, when its at dealer you get a call, maybe a video then collect.
I couldn't imagine anything worse than 24 updates to tell me what I know ie its not here.
If you really need to know make that clear to the dealer for weekly emails or similar.
Maybe that's just me.

Geezso, I agree that you don't need to be contacted all the time. However, I think the point with this dealer is that when you order they very proudly tell you that you will get an email every 2 weeks to inform you of status - and then you don't get them - so you have no idea if it's "no news is good news" or if they've totally forgotten you exist - that's what is leading to the frustration.

 

[Scott Hastie]

Sorry to hear all your cali ordering issues with Aberdeen dealers.

Just out of interest what dealers were you using? Specialist Cars VW and VW Clark commercials?

Im looking into the Cali, and just wondering what dealers there are in the Aberdeen area.

 

[Tommy Gun]

Sorry to hear all your cali ordering issues with Aberdeen dealers.

Just out of interest what dealers were you using? Specialist Cars VW and VW Clark commercials?

Im looking into the Cali, and just wondering what dealers there are in the Aberdeen area.

Hi Scott,

The California dealer in Aberdeen is Clark Commercials, near the Airport. This is the dealer in ref to this thread.

Specialist Cars VW Aberdeen do just that - cars only.... (shame, as their service has been very good so far in my experience.)

Cheers

 

[Geezso]

Its easy to say told you so etc, but we only find out through experience and I know what dealer I would use.
Also very difficult to publicly rubbish a dealer for one bad experience as there typically will always be more positive encounters that we never hear of.
Dealer aside, its also sales person specific.

 

[Fleur]

Yes, just to confirm Tommy Gun's post - it is Clark Commercials in Aberdeen.

 

[Stuart]

And yet the Edinburgh van centre is also Clark Commercials and I've found them great so far in terms of both sales and service