Taringa, Australia
10 Walker St
N/A
+61 735481910
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Went to the centre this evening to pick up my car that was dropped off to be serviced this morning. Terrible customer service. Waited outside for 45 minutes to be acknowledged. When i went to the centre to drop off the car i was told to wait outside. When i went to pick up the car there were 2 more customers waiting outside to be serviced. The 2 other customers were serviced and left and i kept waiting outside for someone to come out but no one did although they could see me outside. Since there was no one else waiting I went in and asked what was happening and that i had been waiting for 45 minutes, I was told that I was most welcome to have come in. Very unfriendly staff. Did not have the courtesy to even say sorry. One of the staff just said 'lets not argue, you could have come in'. And mind you I was not arguing. I was just asking why i was made to wait for so long without being acknowledged. Also, I had received a letter from Westpoint Volkswagen offering a 10% discount for servicing. When i mentioned this to the staff in the morning he asked me to email it to him. When he presented the invoice i asked him if he had checked his mail. He says 'what email'. So much for customer service. I understand people are busy. However if customers are acknowledged and shown a little courtesy they will be happy. Very disappointed the way I was treated.
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I asked to have a wheel balance and rotation, Wheel rotation was not done due to the service manager telling me that the best tyres are to go on the back of the car.. cannot see any desk tops due to customer files, no waiting room just a dirty old couch at the bottom of some stairs. car don't get washed due to the machine being broken ( have you heard of a sponge and bucket..) i got a Hyundai i30 as a loan car... Audi always gave me a Audi, Ford always gave me Ford as a loan car.. And Julian I am still waiting for your call back that you said you would do??
Extremely poor communication skills, have left several messages for service staff to call me with information about rectifying warranty issues and no one calls back, not even the manager. It’s been 6 weeks to get a simple lock fixed on the roller hard cover, I was told the lock order got cancelled 3 times.... would you ask the question why after the first cancelation!! who knows if they will be able to fix a vibration in accelerator pedal which is making driving near on impossible. All seems to be in the to hard basket and certainly don’t move with any pace. I would not recommend getting regular servicing done at this place.
Extremely poor customer service. Only when I got there for my service appointment they told me that they do not provide drop off service now where as in my previous services I used the drop off service. Most frustrating off all was that they said the car would be only ready by 4pm when The appointment was at 10. I had my wife and child with me and so I had to cancel the service and go back home. There were no apologies from anyone. The attitude was that we are not here to help. However I called back to book in a service today and the lady I spoke to I shared the bad experience I had when she said the service would take up to 2 hours. Even though I told her all that, her answer was do you want to book it now?. I felt it was completely unprofessional and I told her that I will call back.
The service team was great. Nick helped me out and was awesome. I found it hard to find the place cause i never go to that side of town but the friendliness of the team and their service made it all worth the while. I highly recommend them!
Service department needs some serious improvement. I called to get a quote to service, I needed a 60k service, new rear brake pads and new windscreen wipers. Was told they would have to get the quote back to me the next day - more than fine. Two days later, no response. Called and the lady that answered couldn’t be less helpful if she tried - made it sound like me requesting a quote was the most inconvenient thing in her life. She started saying random numbers at me and then said my total was 1,900. I said the numbers didn’t add up and if she could email me the actual quote - a request that again sounded like I was asking her to move heaven and earth. She hung up on me without saying goodbye. I immediately called and and was answered by a different lady (starting with L). I told her the story, she apologised and said that is not how we want to provide customer services. She said she would get back to me in 24 hours - which she did - great service now! Then I called to book the car in for the service and was dealing with L again, this is where things went bad again. I was asked if I called the spare parts department and knew if my brakes would be ready for when I wanted to book a service.... I had not called spare parts. That is not my job, I just want to give you the 1,900 and have my car serviced... I got told I can’t book my car in for service without confirming with the spare parts department will have my rear brake pads and rotors. I asked L if she could call spare parts on my behalf, the answer was no and that I had to do it myself.... Bad experience and too hard to simply get a car serviced... I was willing to drive up from Gold Coast to get a service... but gave up on that. Went to a mechanic in Milton ... much better service and also better value.
I’m just going to be a Karen and leave this review as to why I will never be coming back to this service centre again. During my last service here I was recommended to get my front and rear brake rotors to be replaced. Only to be told today once I had finally booked for the repairs to be made, that my front rotors were completely fine and my back rotors were pretty much brand new. So it seems that during the time period of my last service and now that my brake rotors had been magically fixed and didn’t need replacement. Seems like this service centre has just tried to ‘scam’ me out of 1200 worth of repairs. As a young woman walking into a Volkswagen specific service centre with no car knowledge whatsoever, you tend to trust the professionals with your car. In doing so, you become an automatic target to them as you’re naive and willing to do whatever it is they recommend (as you generally wouldn’t know any better). This is exactly what happened to me at this service centre.
Great customer service, took good care of the car, however there's limited number of parking spaces so it can be difficult to find a park. But apart from that I recommend this place
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