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Terrible Customer Service from JCB group / EuroVans and VW together

LPGoodwood

LPGoodwood

Messages
8
Location
Chichester
Vehicle
T6.1 Coast 150
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

WelshGas

Retired after 42 yrs and enjoying Life.
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Lifetime VIP Member
Messages
16,723
Location
Vale of Glamorgan
Vehicle
T5 SE 180 4Motion
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

GrumpyGranddad

Lifetime VIP Member
Messages
273
Location
Wendover
Vehicle
T6.1 Ocean 199
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

Niborn

VIP Member
Messages
398
Location
South London
Vehicle
T6 Ocean 204 4Motion
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?
 
Niborn

Niborn

VIP Member
Messages
398
Location
South London
Vehicle
T6 Ocean 204 4Motion
@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

AlisonF

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Messages
1,477
Location
Aberdeen
Vehicle
T6 Ocean 204 4Motion
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

camperhov

Messages
39
Location
Surrey
Vehicle
Looking to buy
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

GrannyJen

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Moderator
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Messages
8,493
Location
West Sussex
Vehicle
T6 Ocean 204 4Motion
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.
 
camperhov

camperhov

Messages
39
Location
Surrey
Vehicle
Looking to buy
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.
Thank you, appreciate the feedback.

Aware the negative experiences usually out weigh the positives, and the negatives are remebered while the positives forgotten...
 
Niborn

Niborn

VIP Member
Messages
398
Location
South London
Vehicle
T6 Ocean 204 4Motion
Thank you, appreciate the feedback.

Aware the negative experiences usually out weigh the positives, and the negatives are remebered while the positives forgotten...
Well, we've all got our own experiences, mine were not one offs, the long duration of repeated incompetence and the poor service on top is what motivated me to write and warn others. Ive been in the distribution trades for over 40 years plus my academic life in business teaching the stuff. Im very objective on the matter and patient. However in this case I really advise you to stay away, its just too stressful to go through all this. Eurovans and JCB as distributors have been, over time without doubt repeatedly truly terrible for me. Id much prefer to buy and get service in the same place if I could. Then one is truly a customer of the dealer, it should count for something. Sure Eurovans after some negotiation gave me a good deal on purchase, which is why I bought there in the first place. Although not knowing about their terrible service department I didn't try to get it matched at the other dealers known for their better service . If I was buying again this is what I would do and suggest it is what you should do.
 
GrumpyGranddad

GrumpyGranddad

Lifetime VIP Member
Messages
273
Location
Wendover
Vehicle
T6.1 Ocean 199
Thank you, appreciate the feedback.

Aware the negative experiences usually out weigh the positives, and the negatives are remebered while the positives forgotten...
My dealings with Eurovans to date on the purchase of my Cali has been good. Haven’t taken delivery yet so can’t say what after sales service is like? If you’re getting the best deal from them I’d stick with it. Post sales you’re not obliged to use them for serving or warranty issues.
 
H

HamishEeyore

Messages
38
Location
Stamford
Vehicle
T6 Ocean 150
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.
I hope you can enjoy some great times in your fab vehicle, untainted by your horrible and stressful, prolonged experience.
 
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