SMG dealers

[Paul1]

My local dealer at Colchester who can service my California but has no idea about the habitation side and has no knowledge of the pop top bellows saga, said I need to go to a specialist VW dealership such as SMG Tonbridge. My Cali has an October 23 A sticker which has not been exposed to rain yet as I’m reluctant to test it until better weather arrives where it can be dried throughly. My question is, does anyone had any experience good or bad service at SMG Tonbridge ?

 

[Van Diesel VW]

My local dealer at Colchester who can service my California but has no idea about the habitation side and has no knowledge of the pop top bellows saga, said I need to go to a specialist VW dealership such as SMG Tonbridge. My Cali has an October 23 A sticker which has not been exposed to rain yet as I’m reluctant to test it until better weather arrives where it can be dried throughly. My question is, does anyone had any experience good or bad service at SMG Tonbridge ?

Purchased my California through SMG Tonbridge, ordered November 21 collected October 22, more than happy with the service I received from SMG when purchasing, also had first service undertaken last year and again no problems. Can't comment on warranty issues as not experienced any to date and hope it stays that way.

 

[Ch1pbutty]

My van once came back from SMG Cowfold with the roof canvas poking out the front.
(no damage)

Mechanical side was completed with no issues.

That said, they are well respected. But their hands will be tied by Head Office re warranty issues; our van has been on the waiting list for 5 years for the roof corrosion recall!

 

[NessL]

We use SMG Tonbridge and have been very happy with them. There have been quite a few posts about poor service from SMG Cowfold.

 

[NLB]

originally used the dealership at Chelmsford but under whelmed , last 2 services been done at SMG Tonbridge , no complaints

 

[Ch1pbutty]

We use SMG Tonbridge and have been very happy with them. There have been quite a few posts about poor service from SMG Cowfold.

Cowfolds reputation did drop, but they have since some staff changes over past few years.
That said, follow up on warranty issues is not great “will check and get back to you” - reply is never received unless you chase. Expect far more when paying a premium.

Once van is outside of warranty, you are probably better off getting habitation / charging issues fixed by a garage that specialises in motorhomes as are used to dealing with similar issues on a daily basis...will most likely be cheaper than VW with far better customer service.

 

[Jenny H]

I had excellent customer service from SMG Tonbridge when I purchased in 2021 but for servicing am using Chelmsford as figured the service is for the engine part so dont need to have knowledge of the camper part.

 

[pjm-84]

Used SMG at Cowfold in 2019 .....never again.... shambles.

Really poor and they lied about doing warranty work and then tried to pass the buck to me for signing the warranty sheet, they asked me to sign, after telling me they did the work, which they hadn't......they think that counts as my responsibility

 

[Paul1]

originally used the dealership at Chelmsford but under whelmed , last 2 services been done at SMG Tonbridge , no complaintsI

originally used the dealership at Chelmsford but under whelmed , last 2 services been done at SMG Tonbridge , no complaints

I share your feelings about Chelmsford branch, wouldn’t trust them with their, take it or leave it attitude with potential and existing customers.

 

[Pew]

Purchased from SMG Tonbridge 2022, a couple of warranty issues and an oil change, all dealt with promptly and efficiently, absolutely no complaints so far, apart from their Coffee that is.

 

[pjm-84]

They may have improved but they were poor. I had the following undertaken:

Sportline front valence added ( badly aligned causing parking sensor issues / broken / missing fixings / insufficent adhesive / poor fitting at the quarters) - spent a few hours trimming / lifting / realigning / refixing and new fixings

Lowering springs - failed a MOT 3 weeks later on a bent drop rod - the bend was in the outwards direction and could only be done once the ball joint was removed and the struct pulled outward - SMG said it could have be caused by a stone being flung up / pothole in the 3 weeks following the works being done

Cambelt and water pump change - all fine apart from a gasket leak on the water pump... the garage that replaced it 4years later said it was minor. Didn't add it to the service record as being undertaken so I had a few calls from Breeze reminding me that the works needed to be done

Warranty - roof taping - said they did, they hadn't. Came to light when Breeze did the MOT 3 weeks later and noted it outstanding and that it hadn't been carried out. SMG told me they had but as I had signed the warranty sheet I now held responsibility if it hadn't (WTF?)

 

[pjm-84]

And a stripped bottom ball joint bolt to the steering knuckle but to be fair to SMG, further works were undertaken by Bognor (Komfort K14 coilovers) and an Independant when I had all the bushes replaced.

So it could have been anyone of those 3

 

[M88GAV]

They may have improved but they were poor. I had the following undertaken:

Sportline front valence added ( badly aligned causing parking sensor issues / broken / missing fixings / insufficent adhesive / poor fitting at the quarters) - spent a few hours trimming / lifting / realigning / refixing and new fixings

Lowering springs - failed a MOT 3 weeks later on a bent drop rod - the bend was in the outwards direction and could only be done once the ball joint was removed and the struct pulled outward - SMG said it could have be caused by a stone being flung up / pothole in the 3 weeks following the works being done

Cambelt and water pump change - all fine apart from a gasket leak on the water pump... the garage that replaced it 4years later said it was minor. Didn't add it to the service record as being undertaken so I had a few calls from Breeze reminding me that the works needed to be done

Warranty - roof taping - said they did, they hadn't. Came to light when Breeze did the MOT 3 weeks later and noted it outstanding and that it hadn't been carried out. SMG told me they had but as I had signed the warranty sheet I now held responsibility if it hadn't (WTF?)

Sounds dreadful! Was this all at Cowfold?

 

[Kenisted]

I can’t fault Tonbridge, great sales team and service, they’re about to fit the forth set of bellows for me

 

[Stow]

Terrible experience at SMG Tonbridge. They failed to even look at the very thing it went in for and when attempting to make up their error they picked up the van and drove over the Dartford Crossing without telling me. I got a fine. Later service under warranty hasn't been entered on electronic service record. Several calls on it ignored. When I didn't give a five star review on my own experience, the manager wrote me a semi literate awful passive aggressive email, which still scares me to this day. Plus the parking is awful. Sales-wise, very good!

 

[Ch1pbutty]

Plus the parking is awful. Sales-wise, very good!

Haha, I arrived at Cowfold at 0750 (for 0800 opening). So parked my van in the only available space.

Young lad walks towards the van...I thought this is great, he has come to take the keys.

“You need to move your van, this is staff parking only”.

 

[oryx white]

Another vote for SMG Tonbridge. Matt and his team are always super busy but they get things sorted. They've looked after our Cali for nearly 7 years and I have used SMG and it's predecessors to service my Golfs for more than 20 years.

 

[pjm-84]

Sounds dreadful! Was this all at Cowfold?

Yes

 

[ArunAlec]

It’s a shame, SMG used to be supporters of the club, taking an active part in the forum and offering discounts to the club.