I think we have all had similar situations where during the sales process you are treated like royalty and then once the money has gone through you revert back to being just a regular Joe. The polite conversation stops; the sincerity disappears almost immediately and they make you feel as though you are wasting their time when you dare to ask any questions. I would love to ask every service provider where they think the loyalty factor comes in to play? I always wanted a Volkswagen, because the resale value is fantastic and they are just pretty cars (in my opinion). As much as I love VW I have to say that the dealership I have had to deal with since I purchased my vehicle has put me off ever wanting another VW again.
This is not some back alley dealership either it is a proper VW service center. Every time I have taken my vehicle in for a service I have had issues, issues, issues. They are useless at communicating and they do not follow through on requests. I requested the invoice be emailed to me about seven times in one day and still never received anything. When I eventually arrived at their service department I requested the invoice print out and the buggers wanted to charge me for wiper blades that I told them I did not want because I had replaced my wiper blades not even a year ago at their dealership. I wonder what other “wear and tear” parts I just paid to have replaced that were actually worn or if they just bullshitted me about the rest as well?? It’s safe to say I do not trust them anymore. They offered me a courtesy car with the fuel light on and then gave me a fuel requisition slip and made the problem mine. If I sound bitter and pissed off; I am. Surely, they realize that these are all still touch-points of their business????
This is the best part; after every service they call me wanting to know how the service was, because they run these constant surveys to monitor service levels and customer satisfaction, but because the service has not improved an ounce in 2 years they can take their surveys and F*** right off. Maybe the majority of their customers are happy with the service, but I don’t see why I should help their research if in the bigger picture they actually don’t give a rats ass. Has anyone else had similar service related issues?