Main Dealers - Still As Useless As Ever
Discussion
KTMsm said:
It took another 50 minutes for the two bolts and two connections to change the airbag
I could do it in approximately 5 minutes
Of course they didn't change it for another brown airbag but a black one but at this stage I just wanted to get out of there
Sorry, you have a two tone steering wheel now? I could do it in approximately 5 minutes
Of course they didn't change it for another brown airbag but a black one but at this stage I just wanted to get out of there
I would not accept that
My recent experience with main dealers local to me:
Mercedes: Fine. Reasonable service cost and all done on time. Can't rate them for repairs/warranty as nothing broke or went wrong in 3 years ownership.
VW: Useless. Four separate visits for two different intermittent faults. Then took to a second local VW main dealer (Who I bought the car from), who not only also failed to diagnose either fault, but also tried to stick me with a £200 diagnostic fee.... on a car they'd sold to me which was still under warranty.
BMW: Useless. Told it'd be 6 weeks till they could book in my car, or 12 weeks if I wanted a courtesy car. Also told they'd need the vehicle for 2 days. Local auto electrician fixed it in 30 minutes for £20. What use is a BMW approved used warranty if you can't f**king use it?
That was the same BMW dealership that insisted my friend take his 6 series in for urgent recall work despite them not having the parts to do the work, and then gave him a Vauxhall Meriva for 4 months before the work was completed. He was not amused, and also no longer drives a BMW.
Mercedes: Fine. Reasonable service cost and all done on time. Can't rate them for repairs/warranty as nothing broke or went wrong in 3 years ownership.
VW: Useless. Four separate visits for two different intermittent faults. Then took to a second local VW main dealer (Who I bought the car from), who not only also failed to diagnose either fault, but also tried to stick me with a £200 diagnostic fee.... on a car they'd sold to me which was still under warranty.
BMW: Useless. Told it'd be 6 weeks till they could book in my car, or 12 weeks if I wanted a courtesy car. Also told they'd need the vehicle for 2 days. Local auto electrician fixed it in 30 minutes for £20. What use is a BMW approved used warranty if you can't f**king use it?
That was the same BMW dealership that insisted my friend take his 6 series in for urgent recall work despite them not having the parts to do the work, and then gave him a Vauxhall Meriva for 4 months before the work was completed. He was not amused, and also no longer drives a BMW.
Used to have an Astra from new, and the Vauxhall main dealer was always ok, never upsold and work was done quickly. Only recall two issues, one they tried to deny a warranty claim because I didn't have continental tyres (it had Pirellis) which I told them sounded like a load of nonsense and the warranty claim was agreed, and second a loud groan that developed on full lock, which they examined a few times and said everything was fine, took it to an independent for a second opinion who wrote a letter to the service manager to tell them what needed replacing, service manager had a face on but suddenly they found fault and it was rectified.
It wasn't the most reliable car in the world and had a few warranty jobs done(until i took out an extended warranty where it ran perfectly for a year), 9/10 it was done without quibble, but just a couple of times tried their luck.
It wasn't the most reliable car in the world and had a few warranty jobs done(until i took out an extended warranty where it ran perfectly for a year), 9/10 it was done without quibble, but just a couple of times tried their luck.
Surely the fact we have a thriving independent sector says everything you need to know about official dealers!
Unfortunately they hold the ace card of the factory warranties so owners of sub 3 year old cars who don't want to risk the warranty stick with them like s
t to a blanket.
Take away the warranty handcuffs I doubt many would survive the storm of competition they would find themselves in.
Unfortunately they hold the ace card of the factory warranties so owners of sub 3 year old cars who don't want to risk the warranty stick with them like s
t to a blanket.Take away the warranty handcuffs I doubt many would survive the storm of competition they would find themselves in.
It’s massively subjective and impossible to make as a blanket statement. Land Rover in Hereford have been absolutely outstanding with me. There’s also an excellent independent (Hereford 4x4). The other stand out place is BBR in brackley. Again, awesome. Shame they arnet all created equally but I imagine demographics play a part!
Experienced a few over the years....
Toyota.... Hands down the best dealers I've used been to three different dealers. Denton, Macclesfield and Altrincham. All spot on always bend over backwards for you. Nothing is to much trouble, no upsell also replaced parts when warranty had expired as a gesture of good Will as we purchased car from them and returned for servicing (rear wheel bearing)
Suzuki.... Bolton again been a great experience no upsell, work completed for quoted price and time frame used them twice now for missus Vitara. Told us about the tyres quoted us a price and then said they couldn't get near tyre places and gave us a place that would do them cheaper.
Kia.... Started off absolutely amazing and slowly became a battle to get anything approved for warranty various visits. It was all replaced eventually but it went from being taken in and replaced in a day to 2/3/4 visits to put the matter to bed. Missus wanted a newer Kia when the 7yr warranty ran out but the constant battles to get anything sorted meant our 20k+ was spent elsewhere when we bought another car
Mercedes.... Stockport hands down the worst experience I've had. From the initial phone call trying to get booked in telling me my a45 didn't have a rear diff and was 'only' a a180 to the advisor telling me I wasn't having a gearbox service because they had decided it wasn't due. It was a new to me car and wanted all fluids doing for peace of mind.... It was me paying the bill anyway so my problem it wasn't due not theirs
The service it's self was spot on, advisors enthusiastly chatting about the car got offered a decent courtesy car even didn't ask for one.
The final straw was walking in half asleep after a night shift admittedly not dressed very smartly to pick it up, it wasn't quite ready yet so I made a bit of an enquiry about a gle63 they had in as I liked the look of it. I was told in no uncertain circumstances it was out of my price range only for them to overheard I was picking up my a45 all of a sudden they came running over wanting to be my best friend. That really hit a nerve with me as I'd heard about people's stories and always dismissed it. Vowed never to darken their door again after that stunt.
Toyota.... Hands down the best dealers I've used been to three different dealers. Denton, Macclesfield and Altrincham. All spot on always bend over backwards for you. Nothing is to much trouble, no upsell also replaced parts when warranty had expired as a gesture of good Will as we purchased car from them and returned for servicing (rear wheel bearing)
Suzuki.... Bolton again been a great experience no upsell, work completed for quoted price and time frame used them twice now for missus Vitara. Told us about the tyres quoted us a price and then said they couldn't get near tyre places and gave us a place that would do them cheaper.
Kia.... Started off absolutely amazing and slowly became a battle to get anything approved for warranty various visits. It was all replaced eventually but it went from being taken in and replaced in a day to 2/3/4 visits to put the matter to bed. Missus wanted a newer Kia when the 7yr warranty ran out but the constant battles to get anything sorted meant our 20k+ was spent elsewhere when we bought another car
Mercedes.... Stockport hands down the worst experience I've had. From the initial phone call trying to get booked in telling me my a45 didn't have a rear diff and was 'only' a a180 to the advisor telling me I wasn't having a gearbox service because they had decided it wasn't due. It was a new to me car and wanted all fluids doing for peace of mind.... It was me paying the bill anyway so my problem it wasn't due not theirs
The service it's self was spot on, advisors enthusiastly chatting about the car got offered a decent courtesy car even didn't ask for one.
The final straw was walking in half asleep after a night shift admittedly not dressed very smartly to pick it up, it wasn't quite ready yet so I made a bit of an enquiry about a gle63 they had in as I liked the look of it. I was told in no uncertain circumstances it was out of my price range only for them to overheard I was picking up my a45 all of a sudden they came running over wanting to be my best friend. That really hit a nerve with me as I'd heard about people's stories and always dismissed it. Vowed never to darken their door again after that stunt.
Took my wife down the road yesterday to my local Toyota dealer where I get my MR2 serviced only to find it had become a Kia dealer. They couldn’t even be bothered to contact me to tell me they were closing. If Toyota have become that bad at basic customer service then main dealers are stuffed as a concept.
Rob 131 Sport said:
+1. My local BMW dealer is very good and is another reason why I chose another BMW.
See your profile says Chester, so is that Halliwell Jones? I’ve never gelled with them - maybe it’s me, but I did try a few times. They even fobbed me off when I had a loaner BMW from work for a while and it developed a fault.I prefer Main Dealers. Always been Professional and pleasant to deal with. BMW, Porsche, Land Rover, Jeep are my experience.
Independents I’ve used were generally scruffy with an air of “on the cheap” but not really much cheaper.
MOT booked for Saturday, Independent because nearest Main is now far away but will use for Service and make a day of being in York while it is being done.
Independents I’ve used were generally scruffy with an air of “on the cheap” but not really much cheaper.
MOT booked for Saturday, Independent because nearest Main is now far away but will use for Service and make a day of being in York while it is being done.
This week I had car in for service and so did a colleague.
At my independent garage I arrived at 8.00, was greeted by name, agreed the full service and MOT and confirmed they would look at what what sounded like a grumbling wheel bearing. I had a verbal quote if costs - likely around £500 total. 5 mins and I was on my way.
My colleague turned up at the main dealer up the road at 8.00 appointment time for a service. Apparently the service department don't really get going until 8.30. By then there was a queue of 10 customers. He finally got away by 8.45.
At 1pm I was called - yes the bearing was goosed, the car would be ready by 5pm. And it was. Bill waiting for me when I arrived, as ever the owner had a quick chat and pointed out a few things on the (extensive) service notes which I might want to attend to but were fine for MOT and today.
At 3.30pm my colleague was called by Main Dealer - they had emailed a video of the car. Did sir want a service? Did sir want a re-gas? Did sir want to watch the video with them on the phone?.... No, sir wants a fekkin service and his car back at 5pm(ish). Well, it needs brakes, and being late in the day they would need until tomorrow...Cue some negotiations. He got the car back by 6pm, by which time reception had left for the day, and after 10 mins of staring and waving at the mechanics he actually just walked into the 'staff only' bit and told them there was no service receptionist. Cue being offered plastic coffee and smarmy sales person having to remember how to do an invoice on the service till. And they didn't stamp the service book.
At my independent garage I arrived at 8.00, was greeted by name, agreed the full service and MOT and confirmed they would look at what what sounded like a grumbling wheel bearing. I had a verbal quote if costs - likely around £500 total. 5 mins and I was on my way.
My colleague turned up at the main dealer up the road at 8.00 appointment time for a service. Apparently the service department don't really get going until 8.30. By then there was a queue of 10 customers. He finally got away by 8.45.
At 1pm I was called - yes the bearing was goosed, the car would be ready by 5pm. And it was. Bill waiting for me when I arrived, as ever the owner had a quick chat and pointed out a few things on the (extensive) service notes which I might want to attend to but were fine for MOT and today.
At 3.30pm my colleague was called by Main Dealer - they had emailed a video of the car. Did sir want a service? Did sir want a re-gas? Did sir want to watch the video with them on the phone?.... No, sir wants a fekkin service and his car back at 5pm(ish). Well, it needs brakes, and being late in the day they would need until tomorrow...Cue some negotiations. He got the car back by 6pm, by which time reception had left for the day, and after 10 mins of staring and waving at the mechanics he actually just walked into the 'staff only' bit and told them there was no service receptionist. Cue being offered plastic coffee and smarmy sales person having to remember how to do an invoice on the service till. And they didn't stamp the service book.
I also forgot: my last car it to Arnold fekking Clark 3 attempts to get coolant level correct or the new radiator to not leak. Literally as I left the gates of the garage the warning lights came on.
We also had an airbag recall on the Toyota: and it took until 7pm to do it, with 30 mins wait as again it was after service reception had gone home and so I had to wait for sales person to flog a new car before I could get the paperwork and keys.
But, plastic coffee and st smarmy suits abound.
We also had an airbag recall on the Toyota: and it took until 7pm to do it, with 30 mins wait as again it was after service reception had gone home and so I had to wait for sales person to flog a new car before I could get the paperwork and keys.
But, plastic coffee and s
t smarmy suits abound.Bobtherallyfan said:
Took my wife down the road yesterday to my local Toyota dealer where I get my MR2 serviced only to find it had become a Kia dealer. They couldn’t even be bothered to contact me to tell me they were closing. If Toyota have become that bad at basic customer service then main dealers are stuffed as a concept.
Where can you get your wife serviced now?Fast and Spurious said:
Bobtherallyfan said:
Took my wife down the road yesterday to my local Toyota dealer where I get my MR2 serviced only to find it had become a Kia dealer. They couldn’t even be bothered to contact me to tell me they were closing. If Toyota have become that bad at basic customer service then main dealers are stuffed as a concept.
Where can you get your wife serviced now?But, like the Citroen dealer mentioned in another comment, I reserve the right to knock the job back if it turns out to be much bigger than expected
I think car manufacturers should have to make full diagnostic information available to the customer - most newish cars have a handy ‘tablet’ on the dashboard ready.
It would hugely improve main dealer service and customer choice. It doesn’t seem right that we spend many thousands of pounds on a car only to be held to ransom for diagnostic information. Rant over.
It would hugely improve main dealer service and customer choice. It doesn’t seem right that we spend many thousands of pounds on a car only to be held to ransom for diagnostic information. Rant over.
bluesdevil67 said:
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.
I don’t understand where they get their good reputation from - both Lexus Gatwick and Lexus Twickenham have been pretty dire in my 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.
Griffith4ever said:
You should see a V8 that's been not firing on a couple of cylinders when they eventually catch up....Had a Seight 4.3 and it felt a bit low on power for a while. Was a "lumpy" car anyhow so ignored it... When the "absent" cylinder/s fired back into life there was an epic smoke cloud - st my pants! :-) (told the unburnt fuel causes oil to enter the cylinder over time)
I had a Vectra diesel like that. If you idled it for more than a few minutes, oil would pool somewhere (presumably in the turbo) and then when you drove off, the sudden blast of extra air would carry it into the cylinders. Was like a tank using it's smoke generators to try and hide itself - literally couldn't see anything at all through the back window, it was like someone had stuck light grey vinyl on the rear glass. It would also consume a litre of oil a week without fail.t my pants! :-) (told the unburnt fuel causes oil to enter the cylinder over time)Main dealer couldn't fix it, naturally - or almost any the several other problems that heap of junk had. As a company we bought 6 of them at the same time, 5 of which had to be recovered by the RAC within the first few weeks of delivery. Utter, utter garbage.
I had one poor and one favourable experience at the old town centre BMW garage in Reading (that's now flats for anyone local).
The first time I used them for my company car 3 series, I asked them to investigate the poor radio reception while it was in for a routine service. Radio silence from them (see what I did there), so I phoned them late afternoon to see it it was ready. "no, it won't be ready until tomorrow. We had to replace the rear screen to fix the problem with the radio, and the glass must bond overnight".
I live locally, so wasn't an issue collecting next day, but if I’d lived a distance away and needed the car to get home, it would have been a big problem. The fact they didn't occur to them to let me know what was happening, and their general indifference was shocking.
I begrudgingly used them again some time later for another routine service, only because they were close by. They couldn’t have been more helpful – so maybe the previous service advisors had all been fired.
The first time I used them for my company car 3 series, I asked them to investigate the poor radio reception while it was in for a routine service. Radio silence from them (see what I did there), so I phoned them late afternoon to see it it was ready. "no, it won't be ready until tomorrow. We had to replace the rear screen to fix the problem with the radio, and the glass must bond overnight".
I live locally, so wasn't an issue collecting next day, but if I’d lived a distance away and needed the car to get home, it would have been a big problem. The fact they didn't occur to them to let me know what was happening, and their general indifference was shocking.
I begrudgingly used them again some time later for another routine service, only because they were close by. They couldn’t have been more helpful – so maybe the previous service advisors had all been fired.
JD82 said:
bluesdevil67 said:
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.
I don’t understand where they get their good reputation from - both Lexus Gatwick and Lexus Twickenham have been pretty dire in my 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.
Same dealer also does Skoda and wife got a nearly-new Karoq from them last summer and they've not been great with that either - messed about with appointments, kept the car for 2 days then got huffy as they wanted it collecting before 4.30PM. They replaced a part but issue seems exactly the same, also NFF on another fault that is completely obvious. The VW dealer we used for previous car was much better - was a shame wife wouldn't have another Tiguan.
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