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Top marks to SMG Tonbridge.

Borris

Borris

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T6 Beach 150
Having ordered a new Beach in August, I received an Email from the Sales Manager, Laine Watts at SMG Tonbridge last Thursday. His Email told us that it had arrived. He had also attached a walk round video of the vehicle in it's preprepared state. This was a lovely surprise after over two months of being Caliless.

Is this video normal on factory orders? I have owned lots of cars over the years but all of those that were new were either ex demo or off the peg from either dealer or national stock. This is the first vehicle we have ever factory ordered. OK it's only a small thing but I thought that it was excellent customer service.

Well done SMG Tonbridge and in particular, well done Laine Watts.
 
Last edited:
Sandyvan

Sandyvan

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1,175
Location
Derbyshire
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T6 Ocean 150
Having ordered a new Beach in August, I received an Email from the Sales Manager, Laine Watts at SMG Tonbridge last Thursday. His Email told us that it had arrived. He had also attached a walk round video of the vehicle in it's preprepared state. This was a lovely surprise after over two months of being Caliless.

Is this video normal on factory orders? I have owned lots of cars over the years but all of those that were new were either ex demo or off the peg from either dealer or national stock. This is the first vehicle we have ever factory ordered. OK it's only a small thing but I thought that it was excellent customer service.

Well done SMG Tonbridge and in particular, well done Laine Watts.
Its made you happy Borris, so its a good thing Dude.
 
Czmitche

Czmitche

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Messages
26
Location
Reading
Vehicle
T6 Ocean 150
Having ordered a new Beach in August, I received an Email from the Sales Manager, Laine Watts at SMG Tonbridge last Thursday. His Email told us that it had arrived. He had also attached a walk round video of the vehicle in it's preprepared state. This was a lovely surprise after over two months of being Caliless.

Is this video normal on factory orders? I have owned lots of cars over the years but all of those that were new were either ex demo or off the peg from either dealer or national stock. This is the first vehicle we have ever factory ordered. OK it's only a small thing but I thought that it was excellent customer service.

Well done SMG Tonbridge and in particular, well done Laine Watts.
We have just bought an Ocean from stock via Liverpool Van Centre - they also did a little video tour for us after they had fitted an awning in the dealership. I agree its a nice touch and not that difficult to do. Based on the feedback of Marshalls above it appears some dealers are much better than others. To be fair we have just had a tracker and webcam fitted by Marshalls in Reading and they were very good.
 
Jabberwocky

Jabberwocky

Forever young (ish!)
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3,462
Location
My World
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T6 Ocean 150
Having ordered a new Beach in August, I received an Email from the Sales Manager, Laine Watts at SMG Tonbridge last Thursday. His Email told us that it had arrived. He had also attached a walk round video of the vehicle in it's preprepared state. This was a lovely surprise after over two months of being Caliless.

Is this video normal on factory orders? I have owned lots of cars over the years but all of those that were new were either ex demo or off the peg from either dealer or national stock. This is the first vehicle we have ever factory ordered. OK it's only a small thing but I thought that it was excellent customer service.

Well done SMG Tonbridge and in particular, well done Laine Watts.
Excellent news! Can breathe easy now as 31st October is till two weeks away........ :cheers
 
blondebier

blondebier

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544
Location
Sussex
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T6 Beach 150
Is this video normal on factory orders?
We got a video presentation from Eurovans in Crawley in 2018. Nice touch.

We used to take our vans to Tonbridge for servicing, but a few poor visits made us try elsewhere. Their service team isn't what it used to be.

We go to SMG in Cowfold now.
 
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LemonDrop

LemonDrop

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252
Location
Hampshire
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T6 Beach 150
Exciting, can't wait to see pics of the 2-tone beauty (good choice Grand-kids).

No idea whether it's normal or just an SMG thing? Matt from SMG Tonbridge sent us a walk-around video of ours before we collected.
 
Borris

Borris

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Canterbury
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T6 Beach 150
We got a video presentation from Eurovans in Crawley in 2018. Nice touch.

We used to take our vans to Tonbridge for servicing, but a few poor visits made us try elsewhere. Their service team isn't what it used to be.

We go to SMG in Cowfold now.
I've found the service team to be OK. However, I have had several extended warranty issues, all of which were initially refused. After drawing their attention to VW's online blurb incl their T and Cs and referring these issues to VW Customer services, they were resolved in my favour. It seems to me that with any Factory Extended Warranty claim the first action seems to be to tell the customer it isn't covered!!! So it's best to argue.
 
Borris

Borris

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Canterbury
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T6 Beach 150
Exciting, can't wait to see pics of the 2-tone beauty (good choice Grand-kids).

No idea whether it's normal or just an SMG thing? Matt from SMG Tonbridge sent us a walk-around video of ours before we collected.
Thanks.
We are keeping it as a surprise until then but as it's their half term break next week, we are planning to take them out on "an adventure" involving train ride to Tonbridge, a slap up lunch and the on to SMG to collect Moonlight, then home via McDs I suspect. Unfortunately that means we have got to go down there either this week or next and check it over, pay for it and kit it out with waterproof seat covers, booster seats etc etc.
 
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GillianC

GillianC

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1,034
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Basingstoke
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T6 Ocean 204
Martin from SMG Tonbridge sent me a video of the van after my telphone enquiry asking if they had received an Ocean Edition. Did the trick - put down a £500 deposit instantly and ended up spending lots of dosh :oops:
 
Borris

Borris

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T6 Beach 150
Martin from SMG Tonbridge sent me a video of the van after my telphone enquiry asking if they had received an Ocean Edition. Did the trick - put down a £500 deposit instantly and ended up spending lots of dosh :oops:
Sounds like a jolly good sales tool.
 
blondebier

blondebier

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544
Location
Sussex
Vehicle
T6 Beach 150
I've found the service team to be OK. However, I have had several extended warranty issues, all of which were initially refused. After drawing their attention to VW's online blurb incl their T and Cs and referring these issues to VW Customer services, they were resolved in my favour. It seems to me that with any Factory Extended Warranty claim the first action seems to be to tell the customer it isn't covered!!! So it's best to argue.
They made a complete hash of a warranty job for us.

It's a commercial van centre with too many customers. It appears that anything other than routine servicing is a stretch. They don’t need to provide much of a service as they’ve got a constant stream of business customers that are getting their fleet serviced there.

There's rarely anywhere to park, no dedicated customer parking, and unless you've purchased your vehicle from here – with no real service to speak of at all.

It's a real shame as their sales team are pretty good. (We bought our first Beach from SMG)
 
GrannyJen

GrannyJen

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I was sent a video, almost a live feed, as my Cali was unloaded from the transporter into a very narrow and busy road before being squeezed into a quite overcrowded outdoor storage area.

My knuckles were white at the end,
 
Borris

Borris

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3,308
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Canterbury
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T6 Beach 150
They made a complete hash of a warranty job for us.

It's a commercial van centre with too many customers. It appears that anything other than routine servicing is a stretch. They don’t need to provide much of a service as they’ve got a constant stream of business customers that are getting their fleet serviced there.

There's rarely anywhere to park, no dedicated customer parking, and unless you've purchased your vehicle from here – with no real service to speak of at all.

It's a real shame as their sales team are pretty good. (We bought our first Beach from SMG)
Well I don't know about their service load but I certainly agree about the parking. It's awful.
 
2020 freedom

2020 freedom

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Hampshire
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T6 Ocean 150
+1 for SMG Tonbridge and I also got a video....
In fact mine is still up there on line I just took another look and all the excitement came flooding back.
Back when I first received the email with the link I achieved viral figures I reckon :D
 
Amarillo

Amarillo

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Royal Borough of Greenwich
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T6 Beach 150
They made a complete hash of a warranty job for us.

It's a commercial van centre with too many customers. It appears that anything other than routine servicing is a stretch. They don’t need to provide much of a service as they’ve got a constant stream of business customers that are getting their fleet serviced there.

There's rarely anywhere to park, no dedicated customer parking, and unless you've purchased your vehicle from here – with no real service to speak of at all.

It's a real shame as their sales team are pretty good. (We bought our first Beach from SMG)
I always go to SMG Tonbridge despite it being the 9th closest at 28 miles.

Apart from the lack of parking, I have confidence in their ability to take care of my van. Four warranty items without quibble, and one warranty refusal - the wind out awning canopy creasing. I'm not too surprised they rejected that: the canopy has two neat rows of evenly spaced punctures caused by me winding it in with sharp stones on top lobbed there by our then just three year old son.
 
pjm-84

pjm-84

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T5 SE 180
Quite a common sales technique these days but it is well received. I had one for a JCW back in 2017 and it was so windy it made me laugh. You also have them for your vehicle health check.

I used SMG back in the summer and had numerous issues, front spoiler too low (raised and corrected by Moi), told me that they had done the roof tape (nope they hadn't), and a bent drop rod on the front suspension after the lowering. Actually threw the drop rod away the other day (the bend is outwards which is not possible in a normal day to day situation). Once bitten I'm afraid.

You know the thing that annoyed me the most. Removing the number plate, when raising the spoiler, to find one fixing broken and one not installed :rage
 
Ta51tac

Ta51tac

VIP Member
Messages
78
Location
Peterborough
Vehicle
T6 Ocean 150
Having ordered a new Beach in August, I received an Email from the Sales Manager, Laine Watts at SMG Tonbridge last Thursday. His Email told us that it had arrived. He had also attached a walk round video of the vehicle in it's preprepared state. This was a lovely surprise after over two months of being Caliless.

Is this video normal on factory orders? I have owned lots of cars over the years but all of those that were new were either ex demo or off the peg from either dealer or national stock. This is the first vehicle we have ever factory ordered. OK it's only a small thing but I thought that it was excellent customer service.

Well done SMG Tonbridge and in particular, well done Laine Watts.
We had a video from John at Liverpool. Oh and just got a box of biscuits too through the post which was also a lovely surprise. :D
 

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