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Discussion Starter #1
I know a lot ofpeople on here are either dealing with or have dealt with VCS regarding certain elements of their Mokka buying experience... has anyone had any success or just me?
Here's the complaint i sent them:



Good Afternoon,<?: prefix = o ns = "urn:schemas-microsoft-com:eek:ffice:eek:ffice" />



I wish to formally complain about the service received in
the ordering and delivery of my new vehicle (Vauxhall Mokka, Reg: *******). I
ordered my vehicle through Marshall Vauxhall, Ely. This branch closed its doors
in early November and my business was transferred to the Peterborough branch of
Marshall's. From there it all became very disappointing, as follows:



Problems with Marshalls:



""¢
When ordering the vehicle at Marshalls Ely I asked about having a spare (space
saver) wheel instead of a tyre repair kit. I was informed that I couldn't as it
was not available. This turned out to be wrong as I could have opted for a
space saver wheel / jack as an optional extra for £100. Should I choose to add
this now it will cost me £200, double the original cost.

""¢
Upon Marshalls Ely closing and my order being transferred to Marshalls
Peterborough I initially dealt with the Peterborough branch manager. Suddenly
without warning I was bounced over to a sales rep who I had had no meeting or
dealings with and so had no kind of relationship with. (The sales rep, Mr Jack
Tutin has been helpful, professional and informative through all of this and is
the only good point)

""¢
The car was delivered without the ""˜luxury mats' I ordered and paid for. Upon
quizzing the delivery driver he contacted the sales rep at Marshalls who stated
that ""˜they were an extra and had not been ordered / paid for'. It was
eventually proven that they had been both ordered and paid for to the tune of
£100. It transpires that the mats in question were only £50 Inc. Vat so I was
overcharged by 100%. In this instance I was offered a full refund, which I have
accepted, but it is completely unacceptable to overcharge like this and I
wonder how many other people may have been overcharged and never found out
because they had no paperwork or delivery errors by their dealership.

""¢
I understand that the weather has been bad and the driver had to drive 32miles
to deliver my vehicle but my car was delivered to me in a filthy condition. I
stated to the delivery driver that ""it's a bit mucky isn't it?""� The reply was
""yeah, but it was clean when I left""�. Having paid just over £16,000 I expected
a vehicle in pristine condition, when in fact I received a new car covered in
filth. A photo of the vehicle taken on day of delivery has been attached. It
would not have taken much effort to have the car cleaned a mile down the road
before delivery.



""¢
My car was delivered 1 week later than expected due to the transport company
""leaving it off""�. No explanation or recompense was made for this.

""¢
The Vauxhall tracking site updates late if at all, rendering it useless. In
fact at the time of writing this I have had ownership of my vehicle for 4 days
yet ""˜track my Vauxhall' states it's en route to the dealership.

""¢
My free 7 days insurance comprised of false information resulting in me not
being correctly covered. I was only asked for my DOB and job title. Apart from
this, my address and mobile phone number the rest of the information was a
complete fabrication:

1.
An email address containing my name was given; this is not my email address,
and while it certainly may exist it is not an account I can access.

2.
Employer's Business is noted as Engineering; this is incorrect.

3.
Length of Licence states 15 years; I have had a full Licence for only 3 years.

4.
No Claims Discount states 9 years; this figure suggests that I've had an
accident or made a claim when in fact I have never made a claim (see point 3).

5.
According to the cover note I have had no convictions or fixed penalties in the
last 5 years; I received an SP30 / 3 points & £60 fine in July 2011.



A scan of the cover note has been attached.



""¢
My V5 turned up addressed to Richard Follett. This is not my name and never has
been. I have had to return the document to the DVLA for correction.

""¢
My vehicle did not have an advertised VX Protect aftercare pack with it upon
delivery (details here: [url]http://www.vauxhall.co.uk/owners_services/vx-protect.html [/url] )

""¢
Having had the VX Protection added to my vehicle I expected some form of
literature to explain how best to look after my vehicle (i.e. what to use / not
to use when washing the vehicle, will the use of something in particular damage
the protection and invalidate it's warranty). Nothing was included and so I
have had to use my own time to search the internet for answers which should
have been provided to me. The certificate supplied looks very unprofessional
and tatty and did not come with any warranty information. It was only by
spending more of my time on the internet did I discover the very important
information that I have to contact Vauxhall between months 34 and 36 to qualify
for the protection to be re-applied.





All in all I have not had a very good first experience with
Vauxhall, and I feel that because of the extent of the issues raised I should
be fairly compensated. I was prepared to order a spare wheel and take out a
service contract through Vauxhall but presently feel that my custom will be
better taken elsewhere. It is disappointing to discover that while the car has
certainly met my expectations, the level of customer care from such a
well-known and successful company has been completely unsatisfactory from
beginning to end. I will not be considering Vauxhall in the future when it
comes time to upgrading my family's second car.



Regards,
Rick Follett

I was lucky that my complaint was randomly selected by a top dog's PA (apparently they do this) and has been dealt with by an upper management team. Off the back of this complaint i havehad:

Spacesaver wheel for free (being delivered this afternoon)
First service for free
Am stil waiting for the Security Info card to turn up though but overall i'm happy enough.

Anyone else?
 

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Good for you, It would seem there is a great many people not at happy with "new car experience" from Vauxhall.
They seem more interested in selling car at all costs than what the customer thinks or gets.
It is a pleasure to hear some body has had a happy outcome after a complaint and not just fobbed off.

Edited by: Lamp Tramp
 

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Jeez LS - have you still got anyhair left? Very restained & 'firm,but fair'. Please could you make about 10,000 copies available that we can all edit & make relevent to our individual cases - you're not the first & certainly won't be the last!
ps I was also charged £100 for space-saver - yet someone cut & pasted a Vauxhall order page showing that it should have been £95. I ordered this with the car on the promo weekend when my dealer was offering -20% off any extras! ???? Maybe a little chat is in order!
Apart from all this, enjoy your new car. Still got about 3 weeks to go on mine.
 

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I'm in the same boat. I've paid for the protect and I do remember the salesman saving I had to apply special confitioners Etc every month or two but don't have any "kit". I also have the wrong spare key as found out today when I'm 260 miles from the dealers. I have now twice tried to contact the showroom manager and been deflected to the salesman desk. A strong letter to perrys Huddersfield is going to be written with a cc to vauxhall head office. When I'm buying a £20k car I don't expect to have to chase my mats (which he had 7 weeks to order) and now have to go back to swap the key, which he admitted he had! We the hell did he not contact us!
 

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Discussion Starter #6
Tweev said:
you have inspired me to send my own email to VX customer services
Do it. Feel free to borrow mine and change details.

Update... space saver wheel was delivered last night albeit without any kit or retaining bolt so as nice as it is to get a free wheel it's not like i can use it if i need to. Fortunateley the Executive Support Manager i've been dealing with emailed me to enquire if it had turned up so rang her to fill her in (
).Needless to say she's sooo not impressed with Marshalls at Peterborough but is still fighting in my corner and is looking into it, so it's still a success but with more things to come.

Amusingly, whoever answers the phone at Marshalls knows who i am straight away... i'm hoping they just want to see the back of me.
 

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i sent a complaint to vcs ages ago & after just over a week, just got a sorry, no offers of anything. i then got a phonecall the very next day from dealer, who left a message, saying an 'update' phonecall, but telling me no different to what i knew & still not confirming a delivery date!! That was the second phonecall i've had from the dealership since this new salesman took over my order from the old one leaving. The first phonecall was in Jan, just to tell me the other guy had left!!!
 

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I had a long phone conversation with Justin today and told him that I was not feeling very valued as a customer by Vauxhall. He said that he was sorry I felt that way and that they would look at the situation once the car was delivered "as he believed he'd already mentioned".... as a matter of fact he hadn't so we shall see what happens.

He did admit though that his A**urance that once the car was built they would be able to prioritise shipment turned out not to be correct (which, I guess, is why it's still in South Korea 10 days later!)

He also mentioned that there were a number of customers with whom they were in contact with similar feelings and frustrations so I think the "strength in numbers" argument holds up here too.

I'm not after anything to which I'm not enT*Tled but neither am I after being treated like a mug....

Will just have to wait to see what happens but clearly if the car doesn't leave South Korea soon I can kiss the estimate date of 31 May goodbye



Edited by: AlyG
 

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do we have some sort of blocker on posts.... it won't let me type as surance or ent itled as one word!
Edited by: AlyG
 

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AlyG said:
do we have some sort of blocker on posts.... it won't let me type as surance or ent itled as one word!
One of the Mods or admin has been a little over keen with the swear filter
Edited by: Dawn
 

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Dawn said:
AlyG said:
do we have some sort of blocker on posts.... it won't let me type as surance or ent itled as one word!
One of the Mods or admin has been a little over keen with the swear filter

okay let's see what I can do
 

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PMSL I will A**ess all my A**umptions before commenting in future.
 

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VCS called me this morning after taking through my complaints with the salesman, and to inform me I should receive a call back from him to answer my queries/complaints.

Having not had the call back I then had to call the 0844 number yet again and rant at VCS who said they would ensure he would get perrys to call me back within 24hours. I then pointed out that would be difficult as the salesman has Thursdays off, and I wanted VCS to answer my questions not the showroom. I said at least I wanted the showroom manager to contact me with answers as per my email.

20 minutes later the sales manager rings to answer my concerns. Now this wasn't the man I asked to contact me but let's give it a go!

Firstly asked if he had seen my email to which he said he hadn't! Now how do VCS expect him to answer an already irate customer without the tools to do so!

To add to the hand over checklist please check:

Both keys work on the vehicle

If you have the vx protect that they give you the care pack.

When I calm down and have the correct kit an additional letter will be flying up the chain! As the dealer complains about VCS and VCS blame the dealer! Now who should answer my email if sent direct to VCS...surely VCS should answer my points and not pass the buck esoecially if they are not forwarding my complaint
 
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