Snows Plymouth

[calimera]

Update: 28/04/18

Phoned Snows yesterday morning for some info on Bruce, (they’ve had him 8 days) only to be told that they were still trying to replicate the problem and it was getting ‘intense’. I questioned this, as we have sent numerous photos and all they need to do is park him on a slight slope and fill the water tank to witness the H2O escaping in whatever direction gravity takes it!
Was promised a call back once some info had been gained from technician.
Called again at 5:45pm and promised a call back after 6pm when again they would have some info from technician.
They didn’t call. I’ve been more than polite so far and quite calm considering they ignored my requests to reply in writing to me, and also we have no photos yet of this ‘supposed’ investigation. I’ve been out of the country but now I’m back, I will insist on seeing the van stripped. We have also now complained to the finance company, as we have no timescales for completion, no idea what the issue is, and they haven’t actioned my requests for photos of the floor pan or an update.

Poor show from Snows Plymouth so far.
On Monday, they will witness my ‘not so polite’ side.

What feedback do you have for Snows ? What happened ? Have they resolved the problem to your satisfaction ?

We have only good experience with Snows.
Phoned them today for advice. Spoke to Darren (new Business/ service manager ) inpost for 4wks.He has bought a California specialist mechanic with him. He says best in the country.

So interested in your feedback.

 

[Wobble’s Mum]

What feedback do you have for Snows ? What happened ? Have they resolved the problem to your satisfaction ?

We have only good experience with Snows.
Phoned them today for advice. Spoke to Darren (new Business/ service manager ) inpost for 4wks.He has bought a California specialist mechanic with him. He says best in the country.

So interested in your feedback.

Hi,

Snows still have our van. My partner spoke to Darren yesterday. First dealing we have had with him as they were so short staffed, I think he’s literally just started?!

He was very good by all accounts. Explained that Jamie (a new master technician) is taking care of our van now. It’s all been taken out and placed in neat, numbered sections to make assembly easier.

The floor has been ordered on a fast track and should be in next week. They are also replacing the carpet which I didn’t expect or request, so I am very happy about that.

They did promise to send a video of the sub floor, so that we could be reassured there is no rust or damage, however we haven’t received that, so I may have to chase Tuesday.

We did get the finance company involved and things seemed to have moved along since we complained, and it’s probably coupled with Darren and Jamie joining Snows at the same time.

Fingers crossed, it’s all positive from here on...

 

[heavysalad]

They are also replacing the carpet which I didn’t expect or request, so I am very happy about that.

Hi, sorry to read about your leaky problems but good to hear it appears to be in good hands and on track... best of luck with it.

I notice you mention they are replacing your carpet... I could do with a T6 cab carpet so would be interested in the old one if you would like to sell it (assuming you can get it from the dealer)... I'm relatively local so no problem with it being nigh on impossible to post etc. I can't seem to pm or message etc. but perhaps let me know here for now ? Cheers.

 

[Wobble’s Mum]

Update for those PM’ing me or following...

We chased for videos or photos of the sub floor on Wednesday and finally got them through. There looks to be some mild patches of mould on some of the joints (where there is some form of taping) and a few little orange spots that are probably surface rust but it’s hard to tell.

They still haven’t sent photos of the floor of the cab, although it looks like it’s still in tact and not removed yet so is probably why.

I emailed back explaining that we want to see the van for ourselves, and I asked where it was currently being held, as I’ve already been told it’s not at their normal service department. Also asked whether a weekend visit is convenient due to work commitments.

I’ve had no response again, and will probably have to chase via telephone next week now, as I’m sure no one will help tomorrow as it’s the weekend.

It will be 7 weeks on Tuesday since we informed them of the problem. We’ve only owned it for 13 weeks. Very frustrating indeed and I’m actually just sad now more than anything.

 

[Wobble’s Mum]

Hi, sorry to read about your leaky problems but good to hear it appears to be in good hands and on track... best of luck with it.

I notice you mention they are replacing your carpet... I could do with a T6 cab carpet so would be interested in the old one if you would like to sell it (assuming you can get it from the dealer)... I'm relatively local so no problem with it being nigh on impossible to post etc. I can't seem to pm or message etc. but perhaps let me know here for now ? Cheers.

Leave it with me for now. I don’t know if it will be mouldy underneath yet, or even if they would release it to us. No harm in asking though.

I’m not sure selling it under the circumstances is very fair. You can have it if we can bring it away with us.

 

[Meoncoast]

I notice you mention they are replacing your carpet... I could do with a T6 cab carpet so would be interested in the old one if you would like to sell it (assuming you can get it from the dealer)... I'm relatively local so no problem with it being nigh on impossible to post etc. I can't seem to pm or message etc. but perhaps let me know here for now ? Cheers.

Warranty repairs - the old parts are VW's not the client

 

[Ocean Spirit]

Might be worth contacting VWCS and getting them to speak to Snows?
But be sure to tell them your expectations rather than wait for them to enquire and come back to you explaining a process taking place right now.
I'd tell them everything you have have asked snows to do, request that they follow it all up and make it happen.

Just my 2 pence worth but you have nothing to lose this way.

 

[heavysalad]

Leave it with me for now. I don’t know if it will be mouldy underneath yet, or even if they would release it to us. No harm in asking though.

I’m not sure selling it under the circumstances is very fair. You can have it if we can bring it away with us.

Many thanks... no harm asking as you say. I expect they would most likely only bin it which would be a terrible waste.

Sounds like an awful ownership experience so far, really feel for you.

 

[BikerGran]

Yes but don't ask - TELL them what you want!

I would think that you could pursue them for a full refund as it's obviously 'not fit for purpose' (although I know the Sale of Goods act has been updated and I'm not sure how it works now).

Your situation is totally unacceptable!

 

[Wobble’s Mum]

Update:

So, we phoned them on Saturday. I did have to be quite 'assertive' and within two hours we were down at Snows having a proper look at poor Bruce.
His whole interior bar the drivers seat and front cab flooring, has been taken out. Thankfully, there is no damage to the sub floor and no rusting.
The front carpet is still sopping wet, as the foam layer underneath has been taking up the escaping water for I don't know how long. We are still yet to inspect this area.
We have been assured that Jamie, the new Master Tech is one of very few in the country, and is starting to put it all back together this week, now that they have all the parts ready to go. Apparently, a new floor is an item that would normally be on back order, without a delivery date supplied and could take weeks. Snows said that they applied for special dispensation, and the floor was delivered last week instead of having to wait.

So really, we have two hurdles left. Finding out what damage, if any, is under the cab carpet - If there is, we will be rejecting the vehicle and asking for a replacement to be found. If it all looks ok, it will be down to Jamie to put Bruce back together properly. We have faith that he can do a good job. Where that faith comes from given the circumstances so far, is anyones guess, but we are both surprisingly calm about this.

They think that when the kitchen part was all put in at the VW factory, there was a nick in the tank and over time, and with usage, it has just got stretched and made bigger. They think that when they sold the van to us, it wasn't evident enough that they were even aware of it, and to be honest, we will never know one way or the other so not worth getting stressed about. The previous repair, in my opinion, was them trying to rectify the problem, and they either caused the damage fixing the other problem, or fixed the wrong thing. Either way, fingers crossed, we are on the home straight and we can have Bruce back on Fri/Sat.

 

[Wobble’s Mum]

Hi, sorry to read about your leaky problems but good to hear it appears to be in good hands and on track... best of luck with it.

I notice you mention they are replacing your carpet... I could do with a T6 cab carpet so would be interested in the old one if you would like to sell it (assuming you can get it from the dealer)... I'm relatively local so no problem with it being nigh on impossible to post etc. I can't seem to pm or message etc. but perhaps let me know here for now ? Cheers.

Hi,

I think I need to become a VIP member for you to be able to message me. I need to join up and never seem to get around to it.

Snows have said that we can have the carpet, however, they have to keep warranty repair items for three months. After that, it will go in the bin. They are going to keep a note on file for me, and as long as doesn't have to be sent away, you can have it. I still don't know what condition it will be in though...

 

[heavysalad]

Hi,

I think I need to become a VIP member for you to be able to message me. I need to join up and never seem to get around to it.

Snows have said that we can have the carpet, however, they have to keep warranty repair items for three months. After that, it will go in the bin. They are going to keep a note on file for me, and as long as doesn't have to be sent away, you can have it. I still don't know what condition it will be in though...

Hi Wobble's Mum... That sounds great, very much appreciate you following that up in the midst of more important and no doubt stressful goings on at the dealer. I doubt they would be sending an old damp cab carpet anywhere for post warranty analysis, they are right old bulky thing to handle for a start... we just have to make sure it doesn't get inadvertently binned I think. Hopefully it will be in good shape.

The VIP thing may well be the reason we can't message if you don't have any preference setting to enable it... send me one if you do sign up, otherwise my email is 1750mk1 (at) +++++ (dot) com

Good to hear Bruce is making progress... back for the weekend would be a great result, sounded like it was going to be a longer haul. Got to hand it to you for being so calm, I think I'd be... erm, not so calm.

 

[Wobble’s Mum]

Update:

THIS IS SO FRUSTRATING AND I AM BEYOND ANGRY RIGHT NOW!

On Wednesday, we received an email saying that the van was being put together and we could have it back on Friday evening or Saturday morning hopefully. I asked for photos of the cab flooring again, and was told I would get them via email.

NO emails came and fast forward to today;

Called Snows at 9:45am as following on from Wednesday's email, we are still yet to receive any photos of the front cab sub floor. I was told Gerrick would call me straight back. Guess what? No call.

I called again at 1:40pm and wasn't very polite. This time they said Gerrick was on lunch. I asked for a call please when he returned from lunch. Guess what? NO call.

He emailed me at 2:05pm saying that they have photos, and he needs to just get hold get hold of them and will send them to me. No emails came.

So once again at 5:15pm I called back. This time Gerrick answered the phone and I really hope I didn't swear, but he proceeded to tell me that the front cab had all been put back together with brand new carpet but they have yet to fit the seats or start the back.

I am fuming. For one thing, we have asked 4 members of staff for updates, photos and communication on the condition of the van as they undertake each stage of repair. We have received none of that from them willingly. On every occasion, it is us doing the chasing and getting fobbed off at every turn.
The other thing is that, we were told on Saturday, every thing they needed was now there ready for it to be put together. The sum total of this weeks work has been to remove the front cab carpet, forget to inform us of the condition, or send us the pictures (as requested in writing and to 4 members of staff) and then put it all back again without us having seen it, which is exactly what I asked them NOT to do.
Not only that, but I actually asked Gerrick at what point he was going to communicate to us that we wouldn't be getting our van back this evening, or tomorrow morning as we were told in Wednesday's email. He came up with some rubbish about their IT department not allowing the pictures to be sent, so I asked him to WhatsApp it, or send it via his mobile. He had nothing to say about when he was going to bother to let us know the van isn't finished.

He then sent me 1 picture of the front cab via mobile phone this evening, which actually all looks fine, but the experience is just horrendous. I came off the phone and cried. It's stressful enough that the van is undergoing such a major job, but the way we have been treated and the timescales to which they are working is just becoming unacceptable to us now. It's looking like we may have to cancel a SECOND camping trip for the other May Bank Hol weekend.

Sorry for the long post for those still following the saga. The support on here is appreciated. It is a record for me of what is happening as well, as much as a place to have a little rant. Or a big one!

 

[motacyclist]

Dealers that that should have their franchise taken away. Peugeot had the right idea sacking all the Vauxhall dealers, VW should take a leaf out of their book.

Commercial dealers mostly only deal with the employees who drive company vans and know they can get away with poor service.

You spend all that money, yet you can typically get better after sales service from an eBay seller in Hong Kong with whom you’ve only spent a few quid ...

 

[heavysalad]

Sorry to hear you are missing your camper for the good spell of weather and into the 2nd bank holiday.

Sadly, the 'not called back' scenario is all too common... not only from VW dealers but also from VWCS in my experience. Seems to be policy to ignore repeated customer calls and neglect the promised 'call back' in the hope that customers with issues may give up trying to get any service and just go away. Astonishing that you are suffering from this kind of service with such a serious issue.

 

[calimera]

Any more news Wobble’s Mum ?

The service department & Jamie have been helpful this week. We encountered several issues during our recent Cali holiday in Wales.

The forum has been great research tool to help identify the right solutions :
Tap has stopped working,new tap with micro sensor ordered ( seems to be a common problem).
Blind over sliding door needs replacing (part ordered)
Roof hydraulics need sorting.

Thank goodness for warranty.

Snows had the van to identify what parts needed. Given a loan transporter highline for the day .
Picked up Cali at the pre arranged time . They had cleaned it.

Cali booked in June for work,will feedback after.

 

[Wobble’s Mum]

Any more news Wobble’s Mum ?

The service department & Jamie have been helpful this week. We encountered several issues during our recent Cali holiday in Wales.

Hi,

I escalated the whole sorry scenario to VWCS, the finance company again, emailed Gerrick and also Jamie on Monday and really expressed my frustration with their lack of communication and time taken for this to be sorted out.

They have obviously prioritised other work over our van for some time now and I basically said that we want the van back THIS WEEK with all faults rectified.

I had to call them again several times late on Monday. Finally, Gerrick got back to me assuring us that Jamie will be on our van and nothing else now until it is completed. He did say he would personally ring today with an update. He hasn’t.

I did however get an email around tea time, from Darren, who has responded (in writing! SHOCK!!) to my complaint on Monday with an assurance that the van will be ready on Friday at the latest. He also said ‘as a goodwill gesture’ for the timescales we can spend £250 this Bank Hol weekend on whatever we want and he will reimburse us once he has receipts. Not sure how I feel about that yet. I think we will buy carpets from the club shop to protect the new floor courtesy of VW.

I’ll update everyone on Friday when I go to get Bruce, on the workmanship side of things. Pray that it is a million times better than their customer service!

 

[Wobble’s Mum]

Well Bruce is back! Looking all shiny and new.

I met Jamie who did all the work. What a lovely young lad. He knows his stuff, he took the time to go through some bits as I checked the van over.

Other than a couple of niggles with stress marks in some of the plastic trim, all seems well
The rear tailgate doesn’t close fully as the electric sensor seems to have stopped working, so Bruce will have to go back again for this to be fixed. Very annoying, but they did seem genuinely sorry and were hoping everything would be 100% when I picked him up. We have still gone camping as the door closes but doesn’t suck in electrically like it did before.

They have offered £250 compensation for the trouble and fact that 8 weeks have passed us by, and they also put some form of paint guard on the van.

Overall, in terms of how the van has been repaired, we are happy. I fed back to Gerrick that his communication was bad and in my opinion, if they knew they couldn’t prioritise our van, they should have been honest at every step and not misled us.

Unfortunately, I didn’t get to meet Darren and I will be speaking with him at some point as I believe he wanted to be present for the collection, but lives a long way away from Snows.

The support on the forum has been amazing though. Thanks, and hope to meet some of you at the Devon meet in a few weeks.

 

[calimera]

Looks brilliant setup .So glad you have finally got Bruce back, enjoy.
Thanks for your feedback.

We have been very impressed by Jamie. He knows his stuff.
He talked over the issues which needed warranty work with us. He had the van for a day to access,rather than us sitting around waiting. It had been booked in that day ,weeks ago,but a part was on back order ,so unable to do the intended job. Garrick had phoned a few days beforehand to warn us .

Grace booked in later in June so all jobs can be done at the same time.
They will collect & return your Cali if needed. Which we have used.

 

[Hotel California]

All good to hear you are happy , but what was the exact cause now they solved it and what have they done/replace is what many of us would love to hear .

 

[Wobble’s Mum]

All good to hear you are happy , but what was the exact cause now they solved it and what have they done/replace is what many of us would love to hear .

Sorry! Thought I’d put it in previous post.

They said it was a small slice in a pipe somewhere which was probably caused when fitted at factory. Then with continued use, the split got bigger and bigger and was rubbing? The water was going under the floor and getting absorbed by the cab carpet and foam underlay. It then couldn’t take any more water which is when it started to make itself obvious. The repair done previously was to an adaptor? Part of the pipes? A piece they said splits into two when they tried to rectify it before. I don’t know if that’s linked to this repair but I thinks it’s the same area as the whole tank didn’t have to be replaced. I thinks it to do with the shower bit. I was so excited to get him back and forgot to ask for the in depth details.

They replaced the foam underlay, the cab carpet and the main flooring.

They also replaced the control panel as the knob didn’t engage the settings.

The bench still knocks but apparently it’s a characteristic of our van and can’t be made any smoother.

 

[Wobble’s Mum]

Looks brilliant setup .So glad you have finally got Bruce back, enjoy.
Thanks for your feedback.

We have been very impressed by Jamie. He knows his stuff.
He talked over the issues which needed warranty work with us. He had the van for a day to access,rather than us sitting around waiting. It had been booked in that day ,weeks ago,but a part was on back order ,so unable to do the intended job. Garrick had phoned a few days beforehand to warn us .

Grace booked in later in June so all jobs can be done at the same time.
They will collect & return your Cali if needed. Which we have used.

Jamie is brilliant. They sound like they have been good with you and managed your expectations well. (ie being honest about when job can be completed)

Good Luck with it

 

[motacyclist]

The bench still knocks but apparently it’s a characteristic of our van and can’t be made any smoother.

Glad to hear you're back in business

What do you mean about the bench knocking?

 

[Wobble’s Mum]

What do you mean about the bench knocking?[/QUOTE]

The clonkety clonking of the rear bench when you slide it back n forth...

 

[andyinluton]

Isn't that just the nylon wheels on the sliding feet going over the joints in the aluminium trim of the runners?