JCB Group / Eurovans - Terrible Customer Service

[Legin]

Im afraid this behaviour is a reflection that there are negligible repercussions for the companies involved. The dreaded PCP doesnt help. So the answer is to hit them where it hurts and thats them losing business. I agree with FB publicity and keeping the focus external to VAG and their cronies.

Its actually VW group that are the villains and the rest descend to the lowest denominator. Same happened with Alfa Romeo. You should see the stunts they are pulling with the premium arm like Porsche and the crazed headlamps at 5k a pair not honoured under warranty as its cosmetic, horrendous.

Cant stand what VAG group stands for these days , rot exposed with the emissions scandal. Yet I own 5 VAG group vehicles alone but its come to an end for me.
Ever greater cost cutting in build quality and compensatory customer claim savings !
The Koreans are going to clean up soon they will do what the Japanese did, sooner the better.

 

[Blue Juice]

I brought a new Beach in 2016 from Eurovans, then a new Ocean last year again from Eurovans. Never had any problems both in the spec / price negotiation, handover or with the servicing. I’m just about to purchase a Caddy as a replacement work van from them and they gave a very reasonable trade in value on my current Ford Transit Connect. Sorry you had a bad experience.

 

[Billywizz]

Given that they have a couple of the best VW dealerships (Breeze and SMG) as local competition you‘d expect them to make an effort! Maybe they can’t be bothered with California’?

Breeze???? I’d take them off your list

 

[Billywizz]

Very worthwhile posting on VW commercial FB site.

When I had a long drawn out problem going nowhere I posted on there and was supported by a few members of this forum (thank you @WelshGas ) and we managed to rattle the cage a little.

Do let us know when you are posting. I'm sure keeping it bumped up to the top may help focus minds.

When I posted on VW UK Facebook, they deleted any of my negative comments

 

[GrumpyGranddad]

I brought a new Beach in 2016 from Eurovans, then a new Ocean last year again from Eurovans. Never had any problems both in the spec / price negotiation, handover or with the servicing. I’m just about to purchase a Caddy as a replacement work van from them and they gave a very reasonable trade in value on my current Ford Transit Connect. Sorry you had a bad experience.

My Ocean is yet to arrive so I can’t comment on after sales service but all my dealings with Eurovans so far have been very good Indeed. Mike and Victor have been very helpful throughout.

 

[WelshGas]

When I posted on VW UK Facebook, they deleted any of my negative comments

They will. You just keep reposting. Especially in the evening as they tend to check when they open up in the morning.

 

[GrannyJen]

When I posted on VW UK Facebook, they deleted any of my negative comments

They did mine, but not before someone else replied .... crowd them out

 

[ArunAlec]

Breeze???? I’d take them off your list

Not heard any negatives about Breeze?

 

[Niborn]

I brought a new Beach in 2016 from Eurovans, then a new Ocean last year again from Eurovans. Never had any problems both in the spec / price negotiation, handover or with the servicing. I’m just about to purchase a Caddy as a replacement work van from them and they gave a very reasonable trade in value on my current Ford Transit Connect. Sorry you had a bad experience.

Glad to hear it. It would be even more amazing that every customer experienced terrible service . I can assure you though what I wrote is exactly my experience and VW also haven’t been able to get them to respond . Laura at VW did say I’m not the first one to complain , hinted as well that their dealership might be under review . Of course I wish it was all different . I think we all know that some companies satisfy most if not all their customers with decent service , some satisfy some , and some satisfy few . It would be interesting to compare all the people who bought at EuroVans and SMG.

 

[Niborn]

They did mine, but not before someone else replied .... crowd them out

I’ll keep posting, starting tomorrow.

 

[Niborn]

Im afraid this behaviour is a reflection that there are negligible repercussions for the companies involved. The dreaded PCP doesnt help. So the answer is to hit them where it hurts and thats them losing business. I agree with FB publicity and keeping the focus external to VAG and their cronies.

Its actually VW group that are the villains and the rest descend to the lowest denominator. Same happened with Alfa Romeo. You should see the stunts they are pulling with the premium arm like Porsche and the crazed headlamps at 5k a pair not honoured under warranty as its cosmetic, horrendous.

Cant stand what VAG group stands for these days , rot exposed with the emissions scandal. Yet I own 5 VAG group vehicles alone but its come to an end for me.
Ever greater cost cutting in build quality and compensatory customer claim savings !
The Koreans are going to clean up soon they will do what the Japanese did, sooner the better.

I do agree , it is not a surprise that any company which makes the customer feel valued with a half decent product is going to win . Lets remember to how VW have been found out regarding faking the real MPG Figures . Indeed they wield a lot of power and do try and get away with too much .

 

[Niborn]

I think this is standard with Vw dealerships. I have used SMG OF Cowfold not very good complete lack of interest. Recently I had to write a long email of complaint. Eventually they responded and dealt with the matter. I have been back two weeks from France. On the way home a deer threw itself at the van. The van was taken to Brive we sat in the van 40deg my wife is disabled plus German Shepherd. Don’t give a monkeys. ten days to get parts and repair, Also tyre punctured getting onto the tow truck they tried to get me buy two tyre which which they would fit next day. Then told me to get money from the insurance because I’d have to stay. So that’s the edited version problem not unique to Uk. I am about post the rest of the problem relating to the insurance company

This sounds like a nightmare , what else can we all do to get VW and dealerships to offer consistently good service ?

 

[Niborn]

Very worthwhile posting on VW commercial FB site.

When I had a long drawn out problem going nowhere I posted on there and was supported by a few members of this forum (thank you @WelshGas ) and we managed to rattle the cage a little.

Do let us know when you are posting. I'm sure keeping it bumped up to the top may help focus minds.

Hiya,
This is the reply I’ve got back from JCB off their FB Page.
0% for care and 0% for initiative again , they know the dealer , they know my name , it’s on the face book page , they own Eurovans , they want me to tell them details of the purchase ? So much for knowing a customer that’s spends 70,000£ ??

 

[GrannyJen]

Hiya,
This is the reply I’ve got back from JCB off their FB Page.
0% for care and 0% for initiative again , they know the dealer , they know my name , it’s on the face book page , they own Eurovans , they want me to tell them details of the purchase ? So much for knowing a customer that’s spends 70,000£ ??

So you tell them. Date, price paid, service history, promises made by salesman (mike Harbison?).... tell them, the more you tell them those details the more there responses will appear woefully inadequate.

Can you also share a link to the FB page? I am sure an interesting conversation can be sparked off here

 

[Niborn]

So you tell them. Date, price paid, service history, promises made by salesman (mike Harbison?).... tell them, the more you tell them those details the more there responses will appear woefully inadequate.

Can you also share a link to the FB page? I am sure an interesting conversation can be sparked off here

Thanks , of Course I’ve sent everything on email , but they never respond .
here’s the two posts , links

one on JCB and one on VW site

It’s not a surprise then to see the customer rating for VW is so incredibly low , just amazing they dont care at all , reading the other horror stories .. it’s all beyond belief

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[LPGoodwood]

My experiences so far of VW's UK commercial dealer network (and those of others, that I'm reading about on here) are actually beginning to put me off buying a Cali !
It seems to be the case that not only do the sales staff know a lot less than the customers do about their premium product lines , but they have no interest or ability in selling them. Communication is at best, sketchy and unprofessional.... This is when I'm trying to buy one! I can only assume the aftersales service must be terrible.
Such a shame that they are tied into the commercial network. I get why, for servicing, but the sales side of the business should be a specialist division, or at the very least within the car network.
I'm sure the good times would outweigh the bad experiences...so for now i'll keep looking for a dealer that's interested and knowledgeable. I've watched so many YouTube videos of the Cali lifestyle now that I think there's no turning back now!

 

[WelshGas]

My experiences so far of VW's UK commercial dealer network (and those of others, that I'm reading about on here) are actually beginning to put me off buying a Cali !
It seems to be the case that not only do the sales staff know a lot less than the customers do about their premium product lines , but they have no interest or ability in selling them. Communication is at best, sketchy and unprofessional.... This is when I'm trying to buy one! I can only assume the aftersales service must be terrible.
Such a shame that they are tied into the commercial network. I get why, for servicing, but the sales side of the business should be a specialist division, or at the very least within the car network.
I'm sure the good times would outweigh the bad experiences...so for now i'll keep looking for a dealer that's interested and knowledgeable. I've watched so many YouTube videos of the Cali lifestyle now that I think there's no turning back now!

It is very Dealership dependant.
The one I use, not the nearest which is commercial only, sells cars and commercial from one showroom. The only vehicles NOT displayed in the showroom were the true commercials. With the cars they had a California, swapped between Beach and Ocean but more often the Ocean and the Amarok. All the other ” commercials “ were outside.
Servicing takes place in one large workshop and the Salesmen I dealt with knew. the ins and outs of the California.
There are some good Dealerships around who are knowledgeable and treat you as a valued customer. Unfortunately, we are not alone. The Mercedes Marco Polo is sold by the car Dealerships and prospective owners have the same problems/complaints as we do.

 

[GrumpyGranddad]

It is very Dealership dependant.
The one I use, not the nearest which is commercial only, sells cars and commercial from one showroom. The only vehicles NOT displayed in the showroom were the true commercials. With the cars they had a California, swapped between Beach and Ocean but more often the Ocean and the Amarok. All the other ” commercials “ were outside.
Servicing takes place in one large workshop and the Salesmen I dealt with knew. the ins and outs of the California.
There are some good Dealerships around who are knowledgeable and treat you as a valued customer. Unfortunately, we are not alone. The Mercedes Marco Polo is sold by the car Dealerships and prospective owners have the same problems/complaints as we do.

Which dealership do you use?

 

[Niborn]

My experiences so far of VW's UK commercial dealer network (and those of others, that I'm reading about on here) are actually beginning to put me off buying a Cali !
It seems to be the case that not only do the sales staff know a lot less than the customers do about their premium product lines , but they have no interest or ability in selling them. Communication is at best, sketchy and unprofessional.... This is when I'm trying to buy one! I can only assume the aftersales service must be terrible.
Such a shame that they are tied into the commercial network. I get why, for servicing, but the sales side of the business should be a specialist division, or at the very least within the car network.
I'm sure the good times would outweigh the bad experiences...so for now i'll keep looking for a dealer that's interested and knowledgeable. I've watched so many YouTube videos of the Cali lifestyle now that I think there's no turning back now!

Yes, you are regretfully right. Did you know that the customer review rating of VW on their facebook page is a total of 1.7 out of 5.0, thats incredibly low. How can a brand accept that?

 

[WelshGas]

Which dealership do you use?

South Hereford, Centurion Way.

 

[GrannyJen]

@Niborn

Robin,

Any more news?

 

[Niborn]

@Niborn

Robin,

Any more news?

Hiya,
Yes indeed I have. I was getting no where a few weeks ago and was advised that trading standards would support legal action against the garage.
SO s a last resort I sent an email, to both the managing director of JCB, the service manager at Eurovans, stating I was about to start legal action for the costs and the money owed, plus send the story to the Guardian news paper.
I got a phone call that day and paid quickly after, but not real apology, just with covid etc, so Im behind in answering mail.
Just as an a-side... My daughter took her car to a JCB in Canterbury and said the service there was terrible. Terrible attitude.

In summary : glad to be repaid but the expérience re JCB is very sad. Im sure the problem comes from the top.

 

[AlisonF]

Hiya,
Yes indeed I have. I was getting no where a few weeks ago and was advised that trading standards would support legal action against the garage.
SO s a last resort I sent an email, to both the managing director of JCB, the service manager at Eurovans, stating I was about to start legal action for the costs and the money owed, plus send the story to the Guardian news paper.
I got a phone call that day and paid quickly after, but not real apology, just with covid etc, so Im behind in answering mail.
Just as an a-side... My daughter took her car to a JCB in Canterbury and said the service there was terrible. Terrible attitude.

In summary : glad to be repaid but the expérience re JCB is very sad. Im sure the problem comes from the top.

Good to hear you got your money. Such a shame about the whole situation though. So unnecessary and easily avoidable.

 

[camperhov]

Just came across this thread.

Received a competitive quote from Eurovans Crawley, while Lookers Guildford were almost list price. Now wondering if I'm best to consider other dealerships such as Breeze Portsmouth/Poole or SMC?

Advice appreciated.

 

[GrannyJen]

Just came across this thread.

Received a competitive quote from Eurovans Crawley, while Lookers Guildford were almost list price. Now wondering if I'm best to consider other dealerships such as Breeze Portsmouth/Poole or SMC?

Advice appreciated.

In fairness to JCB it's not all bad. I had excellent service when being sold/collecting my first Cali and if follow-on support is disappointing then there is SMG just down the road.