Breeze Poole Not so good

[Countryoak]

Problem with a broken bed latch on our new Cali, so rang Breeze in Poole as we are on holiday in Poole their response was not good sorry we can’t fit you in for over a week and a half ring VW assist!

Really I said it’s not a mechanical fault yes was the response so I did…

The very helpful lady at VW assist said I will email Breeze Poole they will fit you in within 48 hours please give the email a few minutes to arrive with them and call them back so I did…

I called them back explained and got the same response sorry over a week and a half so I said we will have to go home then? again all I got was yes sorry !

So I rang Breeze in Portsmouth who fitted me in the very next morning please see my other post on how good Martin at Portsmouth was

So a 120 mile round trip to Portsmouth saved the day when really a trip down the road could have too !

Please publish this email moderators as the forum is for the positive and the negative aspects of dealers

 

[Billy]

Did you mention you are a VIP member as this helped me when I phoned them , they even dropped me into town while my Cali was in . Saying that I guess if they are full they are full , it’s not their fault

 

[ArunAlec]

Did you try Breeze Totton? Bit closer.

 

[Countryoak]

Did you try Breeze Totton? Bit closer.

Hi
No one answered the phone at Totton so tried Portsmouth and got a reply straight away

 

[Hawthorn37]

To be fair, I think many garages are really stretched at the moment. No staff, too many customers etc.. Quite a challenging time for many businesses.

 

[dspuk]

TBH, for balance, I would say your thread headline and complaint is a little unfair. The headline should read “Unhappy that Breeze Poole would not see me even though they were full and apologised”.

Your expectation was that they should drop another customers work to do yours?

Diagnosis and any repair can be anothing from an hour to a day, depending on the issue, fix needed and parts being available. They have no idea until you rock up. If they are at capacity what is it they were meant to do?

They may also be massively understaffed, people may be off ill or with covid etc causing them to be running on reduced capacity.

 

[blakeley]

If my van had been in that day and I found out that you had jumped the queue I would not have been very happy, very unfair comment

 

[Ch1pbutty]

Pleased to hear you got it fixed from a decent dealer who values good customer service.

If you had faced a long wait, then fairest way would be for VW to extend the warranty period to cover the your lost use of the van as a camper without a useable bed is pretty useless!

Lead times should be far quicker given the purchase price of a new Cali. Our local VW dealer usually has a 6 week lead time, the only reason we take it there for a service is because we purchased a Black Friday offer service plan a few years ago. I did get worried once when they said they had never seen an Isotop before, and van had roof canvas poking out of the closed top when i collected it after a service....but they are the experts right!

Versus say VW specialists Bognor Motors who can usually fit you in same week, happy to discuss requirements, return phone calls & cheaper than VW for suspension / mechanical work.

 

[Ch1pbutty]

TBH, for balance, I would say your thread headline and complaint is a little unfair. The headline should read “Unhappy that Breeze Poole would not see me even though they were full and apologised”.

Your expectation was that they should drop another customers work to do yours?

Diagnosis and any repair can be anothing from an hour to a day, depending on the issue, fix needed and parts being available. They have no idea until you rock up. If they are at capacity what is it they were meant to do?

They may also be massively understaffed, people may be off ill or with covid etc causing them to be running on reduced capacity.

If a dealer asked me to shift my van service by a few days so they could fit someone in for an emergency repair, I would say yes; Would of course be easier to send a photo/video of the issue but this would not be accepted by VW as they would lose the charged diagnosis time.

If you charge for a premuium product, then you need to offer a premium service level.

 

[Adamvanman]

If a dealer asked me to shift my van service by a few days so they could fit someone in for an emergency repair, I would say yes; Would of course be easier to send a photo/video of the issue but this would not be accepted by VW as they would lose the charged diagnosis time.

If you charge for a premuium product, then you need to offer a premium service level.

Maybe I am selfish but I would not shift my appointment for someone else's emergency as when I take my van in for servicing a repairs it takes quite a bit of time for me to arrange in advance

 

[Countryoak]

If a dealer asked me to shift my van service by a few days so they could fit someone in for an emergency repair, I would say yes; Would of course be easier to send a photo/video of the issue but this would not be accepted by VW as they would lose the charged diagnosis time.

If you charge for a premuium product, then you need to offer a premium service level.

I certainly would be happy to re arrange too for someone miles away on holiday, I had the part number (supplied by the very helpful Matt at Tonbridge who would have fitted us in straight away had we been nearer to him )
It was done and cleaned in less than an hour.

 

[apreading]

Servicing departments generally allow for some slack time, for emergency jobs or pre-booked jobs that turn out to be bigger then expected or to run over to the next day.

I am guessing we all with have had a service on some vehicle in the past, which uncovered some required work that came as a surprise and sometimes the job cannot be finished same day. If they then said that they therefore couldnt finish the job for 2 weeks, because they had to book in another slot to finish it then nobody would be very happy.

Maybe someone hadnt turned up to work and they were just having a bad day when everything went wrong and they got so backed up it got out of hand. Can happen to everyone.

 

[dspuk]

If a dealer asked me to shift my van service by a few days so they could fit someone in for an emergency repair, I would say yes; Would of course be easier to send a photo/video of the issue but this would not be accepted by VW as they would lose the charged diagnosis time.

If you charge for a premuium product, then you need to offer a premium service level.

So now the dealer has to ring all the customers in that day and ask if they are happy to take a delay because someone else has an emergancy? When they are likely short staffed in the first place, hence the challenge?

I think we can politely agree to disagree on that one.

I worked in a dealer, dealing with Warranty complaints (where I worked), as part of my Nissan HQ induction. It’s a thankless task with a phone that rings off the hook all day with people demanding instant service and long explanation on why their situation is more special than anyone else.

The OP is assuming here that the picture and part number was enough (luckily it seemed it was) and the part was in stock (it may not have been at BP). I stand by my point here - not only is the position unreasonable, the solution to ring other customers to accept a delay is practically unworkable.

The OP had their issue fixed, by a place that had space and the part, at a minor inconvinece to them, by the same dealer group, just not at the place that was nearest to where they were at the time. The complaint, IMHO, remains unfair.

Ref the point on charged diagnosis time - also a little off the mark. In order for a dealer to submit a warranty claim, and have it accepted and paid they have to prove the original part was faulty and that they carried out the right diagnosis (we used to call them CS and CT codes). They have no choice or they don’t get reimbursed.

I do though have empathy with the premium price, premium service point. Given the cost of most vans being 60K +, and our special ownership needs, I would like to see VW group creating national centres of excellence for VW Cali owners. Having us lumped in with van centres, who typically are dealing more with tradesmen and less complex vehicles, is clearly past it’s sell by date.

 

[4x4 joker]

Did you try Breeze Totton? Bit closer.

Breeze totton are stacked out too, I had to have a sensor replaced Derek got it sorted but wasnt that quick.
Waiting for part and then wrong diagnostics, then waiting on right sensor to turn up.
Luckily van was usable and Derek kept me up to date and got it sorted.

 

[HowieDog]

I've used Breeze Poole for the last 11 years for the last three Calis. None have been purchased from them, but their service is second to none and they actually know about the Cali, especially Master Tech Martin. Really can't fault them.