Main Dealers - Still As Useless As Ever
Discussion
alscar said:
But as always very dependent on which MD / Manufacturer.
Yesterday my R8 was due its second year service - showed up at 9.15 as requested , someone came out to greet me and shown inside to be asked if we wanted a drink , keys to demo car handed to me ( no courtesy cars left and we were only going locally ) and left.Call at 1.30 all done.
It does indeed vary. Took my R8 into Audi for a health check (normally use a great indi). Reported back a slight oil leak (which I knew about). £2500 later one small oil pipe replaced (and an idler pulley as they said it had a little play). Off I went. Oil leak still suspected present (smoke from engine bay once warm for a few mins after long park up - oil dripping onto exhaust) - took it back.Yesterday my R8 was due its second year service - showed up at 9.15 as requested , someone came out to greet me and shown inside to be asked if we wanted a drink , keys to demo car handed to me ( no courtesy cars left and we were only going locally ) and left.Call at 1.30 all done.
"It's an oil leak sir", yes, but you showem me the video tour and your repair. "It's another one", You dind't spot that one then? (during the £240 inspection) how much to fix?, "engine out for this one, £10k + vat". lmao. Actaully lauged at the guy and said, "yeah, like that's happening", Drove home, redsidual oil now burnt away and no more leaks anywhere.
£10k+ vat....
Griffith4ever said:
alscar said:
But as always very dependent on which MD / Manufacturer.
Yesterday my R8 was due its second year service - showed up at 9.15 as requested , someone came out to greet me and shown inside to be asked if we wanted a drink , keys to demo car handed to me ( no courtesy cars left and we were only going locally ) and left.Call at 1.30 all done.
It does indeed vary. Took my R8 into Audi for a health check (normally use a great indi). Reported back a slight oil leak (which I knew about). £2500 later one small oil pipe replaced (and an idler pulley as they said it had a little play). Off I went. Oil leak still suspected present (smoke from engine bay once warm for a few mins after long park up - oil dripping onto exhaust) - took it back.Yesterday my R8 was due its second year service - showed up at 9.15 as requested , someone came out to greet me and shown inside to be asked if we wanted a drink , keys to demo car handed to me ( no courtesy cars left and we were only going locally ) and left.Call at 1.30 all done.
"It's an oil leak sir", yes, but you showem me the video tour and your repair. "It's another one", You dind't spot that one then? (during the £240 inspection) how much to fix?, "engine out for this one, £10k + vat". lmao. Actaully lauged at the guy and said, "yeah, like that's happening", Drove home, redsidual oil now burnt away and no more leaks anywhere.
£10k+ vat....
If you could be bothered I think I'd be tempted to email the aftersales manager there to complain.
My local BMW dealer had my car in for an airbag recall. The original was removed, checked, and it was determined that it didn't need replacement. They then sent me on my way with the steering wheel scratched and with an airbag warning light illuminated... which turned out to be because they hadn't plugged the air bag back in.
Griffith4ever said:
alscar said:
But as always very dependent on which MD / Manufacturer.
Yesterday my R8 was due its second year service - showed up at 9.15 as requested , someone came out to greet me and shown inside to be asked if we wanted a drink , keys to demo car handed to me ( no courtesy cars left and we were only going locally ) and left.Call at 1.30 all done.
It does indeed vary. Took my R8 into Audi for a health check (normally use a great indi). Reported back a slight oil leak (which I knew about). £2500 later one small oil pipe replaced (and an idler pulley as they said it had a little play). Off I went. Oil leak still suspected present (smoke from engine bay once warm for a few mins after long park up - oil dripping onto exhaust) - took it back.Yesterday my R8 was due its second year service - showed up at 9.15 as requested , someone came out to greet me and shown inside to be asked if we wanted a drink , keys to demo car handed to me ( no courtesy cars left and we were only going locally ) and left.Call at 1.30 all done.
"It's an oil leak sir", yes, but you showem me the video tour and your repair. "It's another one", You dind't spot that one then? (during the £240 inspection) how much to fix?, "engine out for this one, £10k + vat". lmao. Actaully lauged at the guy and said, "yeah, like that's happening", Drove home, redsidual oil now burnt away and no more leaks anywhere.
£10k+ vat....
Driving down the road after a few minutes I started to smell burning, then saw a huge plume of blue smoke behind the car (thought it was on fire!).
I took it back to the indie and they fessed up. Car was actually fine after the residual oil had burnt off. Debatable if the oil on steel may actually make the flexi last longer (it's a traditional thing to do in smithing).
CraigyMc said:
Griffith4ever said:
alscar said:
But as always very dependent on which MD / Manufacturer.
Yesterday my R8 was due its second year service - showed up at 9.15 as requested , someone came out to greet me and shown inside to be asked if we wanted a drink , keys to demo car handed to me ( no courtesy cars left and we were only going locally ) and left.Call at 1.30 all done.
It does indeed vary. Took my R8 into Audi for a health check (normally use a great indi). Reported back a slight oil leak (which I knew about). £2500 later one small oil pipe replaced (and an idler pulley as they said it had a little play). Off I went. Oil leak still suspected present (smoke from engine bay once warm for a few mins after long park up - oil dripping onto exhaust) - took it back.Yesterday my R8 was due its second year service - showed up at 9.15 as requested , someone came out to greet me and shown inside to be asked if we wanted a drink , keys to demo car handed to me ( no courtesy cars left and we were only going locally ) and left.Call at 1.30 all done.
"It's an oil leak sir", yes, but you showem me the video tour and your repair. "It's another one", You dind't spot that one then? (during the £240 inspection) how much to fix?, "engine out for this one, £10k + vat". lmao. Actaully lauged at the guy and said, "yeah, like that's happening", Drove home, redsidual oil now burnt away and no more leaks anywhere.
£10k+ vat....
Driving down the road after a few minutes I started to smell burning, then saw a huge plume of blue smoke behind the car (thought it was on fire!).
I took it back to the indie and they fessed up. Car was actually fine after the residual oil had burnt off. Debatable if the oil on steel may actually make the flexi last longer (it's a traditional thing to do in smithing).
t my pants! :-) (told the unburnt fuel causes oil to enter the cylinder over time)alscar said:
Yes quite appalling and a new take on the " brake pad and tyre wear " attempted up selling that you sometimes see.
If you could be bothered I think I'd be tempted to email the aftersales manager there to complain.
Never felt like they cared TBH - they were super polite and welcoming and gushing about my car interior etc, but when it came to money, quite elusive. I asked their hourly rate for a service and was flat told NO there is no hourly rate, its all menu priced, they were steadfast on this. "so tell me, what happens when you find something that is outside the service - how much an hour?", "ahh, £195 + vat". So there it is! :-)If you could be bothered I think I'd be tempted to email the aftersales manager there to complain.
Just all felt a bit unprofessional IMHO. Only took the car there to get a a good look over as been using an indie for 3 years and it always helps with resale to see Audi stamps in there.... god that cost me!
Red9zero said:
VW were horrendous as soon as the car left their forecourt.
As others have pointed out, you can't really talk in terms of brands - although the whole point of brands having 'dealer standards' is supposed to make them all the same.Wife's VW was looked after for the 8yrs we had it until last summer by a smallish Inchcape VW dealer - they were pretty good, and, unusually, readily accepted any 'inputs' I had about things they got wrong, like them not knowing the correct Haldex servicing interval etc.
Perhaps the key difference is I generally only dealt with the Service Manager - even when one retired his replacement picked up with me fine.
I've tried the same thing with the dealers of other brands and the service managers won't talk to customers.
Local Mitsubishi dealer are horrendous. Claimed they had never heard of the gearbox fault that developed on my L200 despite it being a known issue that Mitsubishi have a kit to repair and had a TSB issued for it.
The dealer slightly further away got the work and it turns out they end up with quite a few customers of the first dealer.
The dealer slightly further away got the work and it turns out they end up with quite a few customers of the first dealer.
CraigyMc said:
A given location/brand is only ever going to be as good as the people who work specifically at that site, in my experience.
This.Mrs H has used the local VW dealer for >12 years.
Pre-Covid they had a pretty stable team who knew her, who were on the ball with work, and with no silly up-sell. Then a few years ago they got in a new (young, female, attractive, full-of-attitude) Service Manager, who was of course never wrong, and who caused most of the service advisors to leave. Service Manager has now gone (having f'd up the previous service plan on our current Golf, leaving us chasing up a pre-paid service that VW aren't interested in), but the new people aren't as good and have started all the lying-bulls
t upsell - new tyres needed urgently despite having over 4mm left on them on a car that does ~5-6k a year, the usual disks-and-pads nonsense, air-con service, diff service* etc.- Interestingly NOT in the service plan we've paid for, apparently, despite being a requirement on the service schedule. Wasn't impressed with that one...
Whataguy said:
A good main dealer can be worth it, but sadly some can lose their reputation quickly.
I know someone who had been using a German brand main dealer for several years and they were great for not trying to upsell... until the last time when they tried to tell them the car needed new brake pads and disks when they were only around half worn!
And at the same time also tried to sell them a couple of tyres when the old ones were on 4.5mm! Tried to sell them two summer tyres instead of all seasons to match what it had on, so would have had some unusual handling in the cold.
Are you local to me? I know someone who had been using a German brand main dealer for several years and they were great for not trying to upsell... until the last time when they tried to tell them the car needed new brake pads and disks when they were only around half worn!
And at the same time also tried to sell them a couple of tyres when the old ones were on 4.5mm! Tried to sell them two summer tyres instead of all seasons to match what it had on, so would have had some unusual handling in the cold.
KTMsm said:
Dad was an independent car dealer so I grew up with a distrust of main dealers which was re-enforced by my experiences when I had company cars - useless service which also costs a fortune
Over 30 years in the industry myself, and exactly the same.Each time I have to go into one I think
Will they actually do this without damaging my car?
Are they going to tell me stuff needs doing when it's only 40% worn?
Are they going to come out with some absolute rubbish if I question anything?
Honestly, I could write a book on all the sheiss I've had to listen to over the years.
The shiny buildings, all the staff, the coffee, the company cars, the business rates, everything, has to be paid for out of their profits.
And they need to make a lot of profit... From us
I've seen the targets given to the service managers
There's a few independents around my way that I'm very happy with, help them out occasionally, nice honest people making an ordinary living.
But sadly they have to send people to the main dealers occasionally, modern cars for you.
Sheepshanks said:
As others have pointed out, you can't really talk in terms of brands - although the whole point of brands having 'dealer standards' is supposed to make them all the same.
Wife's VW was looked after for the 8yrs we had it until last summer by a smallish Inchcape VW dealer - they were pretty good, and, unusually, readily accepted any 'inputs' I had about things they got wrong, like them not knowing the correct Haldex servicing interval etc.
Perhaps the key difference is I generally only dealt with the Service Manager - even when one retired his replacement picked up with me fine.
I've tried the same thing with the dealers of other brands and the service managers won't talk to customers.
Seems a bit odd that you keep buying them after all the problems you keep having.Wife's VW was looked after for the 8yrs we had it until last summer by a smallish Inchcape VW dealer - they were pretty good, and, unusually, readily accepted any 'inputs' I had about things they got wrong, like them not knowing the correct Haldex servicing interval etc.
Perhaps the key difference is I generally only dealt with the Service Manager - even when one retired his replacement picked up with me fine.
I've tried the same thing with the dealers of other brands and the service managers won't talk to customers.
Edited by 119 on Thursday 1st February 15:11
Trevor555 said:
Yup
Bmw main dealer
£200 plus Vat per hour
Last person I sent there for a cab roof not working, two hours to investigate, and then say a whole new mechanism required.
So £480
Speechless. I knew their hourly rates were higher than indys of course but I didn't know it was that much! Eye opening, especially when they can't do the majority of jobs correctly!!Bmw main dealer
£200 plus Vat per hour
Last person I sent there for a cab roof not working, two hours to investigate, and then say a whole new mechanism required.
So £480
Have to say my recent experience with a main dealer (Lexus) hasn’t been great really.
Bought an rx450h, between the needlessly laborious process of getting the canbus protection plates fitted and then not carrying out the hybrid health check (and not telling me about it). There have been a couple of other minor issues, it’s just boring in all honesty.
Will more than likely service the car at a different dealer after this experience.
Bought an rx450h, between the needlessly laborious process of getting the canbus protection plates fitted and then not carrying out the hybrid health check (and not telling me about it). There have been a couple of other minor issues, it’s just boring in all honesty.
Will more than likely service the car at a different dealer after this experience.
havoc said:
Are you local to me?
Might be the same main dealer group, as they have branches over the country.While the car was in, they had also let slip that they were on a group wide ban on buying stock (apart from part ex after querying it) so
it appeared the large group were having issues - perhaps desperate for cash.
That and the silly service upselling cost them a customer and a sale.
Sheepshanks said:
Perhaps the key difference is I generally only dealt with the Service Manager - even when one retired his replacement picked up with me fine.
I've tried the same thing with the dealers of other brands and the service managers won't talk to customers.
When I had a Volvo, the service manager of the fairly local small main dealer dealt with me too and was excellent.I've tried the same thing with the dealers of other brands and the service managers won't talk to customers.
Now, the other nearest dealer can't even check your car in by talking to a person - you have to do it yourself on a screen in reception... which had crashed last time.
Two from me:
Mk2 Focus ST - replacement ABS module under warranty. Appointment arranged weeks in advance. Dropped car of at 9am. Told car would be ready at 3pm. Rang them at 4pm to be told they didn't have the part in and couldn't do it. Thanks for letting me know!
3 year old bmw 328 in for service at main dealer. Picked it up to be presented with the "health check" report that stated all suspension parts, pads and discs, new steering rack needed - estimate was something like £3.5k. Took the death trap to my local garage who went over every part they'd marked as "worn needs replacing". All parts were fine and within tolerance. Mechanic said "of course the're worn, they're 3 years old, a one day old car has worn parts".
Mk2 Focus ST - replacement ABS module under warranty. Appointment arranged weeks in advance. Dropped car of at 9am. Told car would be ready at 3pm. Rang them at 4pm to be told they didn't have the part in and couldn't do it. Thanks for letting me know!
3 year old bmw 328 in for service at main dealer. Picked it up to be presented with the "health check" report that stated all suspension parts, pads and discs, new steering rack needed - estimate was something like £3.5k. Took the death trap to my local garage who went over every part they'd marked as "worn needs replacing". All parts were fine and within tolerance. Mechanic said "of course the're worn, they're 3 years old, a one day old car has worn parts".
Gassing Station | General Gassing | Top of Page | What's New | My Stuff