UK-POLOS.NET - THE VW Polo Forum

MrTomOates wrote: Sun Aug 16, 2020 9:32 am

Ima wrote: Sun Aug 16, 2020 9:04 am Glovis Century now on its way to Emden and arriving tonight. The trick then will be to work out what ship to UK

Buzzing. That’s the only thing I’m worried about, I’m confident my salesman has no idea how close my car is to the UK because he’s not made an phone calls off of his own back to say the location and update of the car as of yet. So... it could be that it’s a customer service job to see if they can help me rather than him

Ima wrote: Sat Aug 15, 2020 9:31 am @ monkeyhanger, the SEAT dealer I used is a family business that prides itself on service and that made all the difference. I’d built a good relationship and after multiple LEON purchases for all my family meant great deals and I’ve always done well on residuals on the cars I bought from them with good positive equity when changing. My local SEAT dealer the other hand was awful and a pile it high emporium.

Funnily enough when I went to buy my GTi this time he only let me test drive on the basis I was serious about a deal if I liked the car although not to the extent I had to agree before hand as like you I’d have walked away. Talking of residual value the worst I’ve had was from my old Polo GTI which ended up in negative equity. I think the Golf likely to be the strongest performer for residuals so it will be interesting to see how the Polo GTi performs this time.

Ima wrote: Sun Aug 16, 2020 11:07 am

SRGTD wrote: Sun Aug 16, 2020 10:54 am

MrTomOates wrote: Sun Aug 16, 2020 9:32 am I’m confident my salesman has no idea how close my car is to the UK because he’s not made an phone calls off of his own back to say the location and update of the car as of yet. So... it could be that it’s a customer service job to see if they can help me rather than him

VW salespeople could learn a lot by reading forums ;

• get an understanding of the type of info that waiting customers would appreciate receiving.

• appreciate that the lack of information and updates, and not responding to customer queries can be very frustrating for the customer.

• find the answers to some of the questions they no doubt get asked many times over by customers.

• improve their product knowledge of the cars they’re selling - many forum members are enthusiasts and have better product knowledge than the salesperson.

Some VW salespeople may be members on forums and understand what’s important to many customers waiting for their cars. The majority probably won’t though.

Absolutely! It's not rocket science about basic customer service and the difference this makes to developing a relationship that in the longer terms maintains brand loyalty. Many small family dealers who rely on customer satisfaction and word of mouth have worked this out but the bigger dealers just don’t bother or seem to care. I’ve often known more about the car I’m buying than the salesperson and had to chase myself for any updates and it puts me off.

On the forums we all share our good and bad experiences that as a larger group can have a big impact on buying choices so it’s in the dealers interest to take notice. However when I mention that I have gained information from a forum I usually get rolled eyes from dealers and exasperated dismissive responses. My current buying experience is so poor I’d happily never go back to VW dealers again. My wife has just bought a Skoda Kamiq from a small family dealer and the experience has been stark in their efforts to meet her needs and far more communication already on car build dates, expected delivery etc than I’ve had and I know my dealer will have no interest in me until it’s time for me to sign the finance documents and once I pick up I’ll never hear from them again.

Ima wrote: Sun Aug 16, 2020 11:10 am

MrTomOates wrote: Sun Aug 16, 2020 9:32 am

Ima wrote: Sun Aug 16, 2020 9:04 am Glovis Century now on its way to Emden and arriving tonight. The trick then will be to work out what ship to UK

Buzzing. That’s the only thing I’m worried about, I’m confident my salesman has no idea how close my car is to the UK because he’s not made an phone calls off of his own back to say the location and update of the car as of yet. So... it could be that it’s a customer service job to see if they can help me rather than him

Let me know what you find out as I won’t get any dealer updates either so I’m relying on VW customer support for any updates.

MrTomOates wrote:

Ima wrote: Sun Aug 16, 2020 11:10 am

MrTomOates wrote: Sun Aug 16, 2020 9:32 am Buzzing. That’s the only thing I’m worried about, I’m confident my salesman has no idea how close my car is to the UK because he’s not made an phone calls off of his own back to say the location and update of the car as of yet. So... it could be that it’s a customer service job to see if they can help me rather than him [emoji23]

Let me know what you find out as I won’t get any dealer updates either so I’m relying on VW customer support for any updates.

Vice versa pal, if you hear anything let me know. Do you reckon every car due to go to the UK from the Glovis Century will all be on the same ship from Emden to the UK?

ShockingIce wrote: Sun Aug 16, 2020 1:35 pm
Nope! It’s all about where in the UK it’s going. Currently the ship for Sheerness and also the ship for Tyne is at Emden so is small possibility that when Glovis Century arrives it will go straight on them.


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Ima wrote:

ShockingIce wrote: Sun Aug 16, 2020 1:35 pm
Nope! It’s all about where in the UK it’s going. Currently the ship for Sheerness and also the ship for Tyne is at Emden so is small possibility that when Glovis Century arrives it will go straight on them.


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I thought VW also used Grimsby ?

Ima wrote:Cheers. I can see Malacca Highway is a vehicle carrier leaving to Grimsby on 18th so wondered if that might be the one but maybe not. I guess it’s harassing customer services again once ships leave

Ima wrote:Cheers. I can see Malacca Highway is a vehicle carrier leaving to Grimsby on 18th so wondered if that might be the one but maybe not. I guess it’s harassing customer services again once ships leave

Ima wrote:Cool how do you know all of this