I've been banned from my Volvo dealership!

[Mike_Brace]

I have been overwhelmed by the interest in this issue - 935 views and 35 posts in the first 24hrs.
To fill in some of the gaps - we have been using the dealership for about 20 years and from the first visit have always received a friendly welcome and found the staff very helpful.The dealership even sponsored us our fundraising trip with the 244 pick-up back in 1994. As the years have past we have made new friends there and not only knew staff by their first names but helped them out on occasion and equally had the odd after work home visit to view the latest project or help us solve some particularly difficult problem.
We have been spending several hundred pounds a month in the parts department as well as make use of them for things such as four wheel alignment. We have also referred quite a few people to them for parts as well.
Yesterday's incident was one of the rare occasions that I have see the DP there. Those who have come to know me through the forum know that I will freely help and advise and will never intentionally insult or offend anyone. I left that dealership feeling like a bit of dog sh1t on someone's boot. We were both very upset by the way we were treated which is the reason that Matt phoned Volvo and I've posted on the forum.
We are still waiting for Lee from Volvo to phone - he spoke to both of us yesterday and promised to phone us back late afternoon. Hmmm.

Now in reply to some specific points:

Originally Posted by PNuT

is it one of those places you have to walk thru the show room to get to the parts department?

Unfortunately yes!

Originally Posted by stephenmogg

It seems like we've all suffered at the hands of arrogant dealers. In my experience, the more 'prestige' marques seem much better. BMW and Porsche dealers seem to understand the concept of customer service better than most - mind you, they could probably all learn a few lessons from Lexus dealers.
I certainly get a different reaction from a dealer if I rock up in my Boxster compared to my 240.
Someone should setup a feedback system for dealerships - like they have on Ebay or Tripadvisor.
I few negative feedbacks might puncture the inflated egos of arrogant dealers !
Steve

Feedback system sounds a good idea - anyone up to it?

Originally Posted by minesa240x3

I like your idea very much radiomark,perhaps mike can let us know whether or not this is the time for such a protest!He may be waiting to see if the plonker gets the sack,My "polite responce" is in mind already but I dont want to make things worse for mike until he's sure theres no turning back.
The look on thier faces after recieving a large amount of inmail from a large amount of volvo enthusiasts who can vote with thier pockets!!!!!
Just can't wait.FPRIVATE "TYPE=PICT;ALT="
Forgot to add"This is tantermount to treason"Maybe we should hang somebody?or maybe hold a massive get together on one of thier busy days and jam up thier forecourt(old cars only of course).

I am all for this as whatever the outcome I have no desire to put a single further penny in his pocket. I would say PLEASE whatever you might feel that you are POLITE and NOT abusive however much you might feel like it. It's not my way and would I feel be extremely counterproductive.

Again thank you all so much for your support and input.

[Paddler Ed]

I'm fortunate enough to have contacts (or unfortunate depending on your viewpoint) within VCUK and have always been lucky enough to get good service; albeit slightly confusuing some people at times (went into Bala y Modurn and asked how long they had been there... my Dad had signed them as Volvo dealers 30ish years ago!)

I avoid Stratstones like the plague (had a bad experience with them repairing a V40 - they had to do some front bodywork repairs and failed to fit the correct grill style to a current MY car!)

Up here in Lancashire I have the choice of Stratstones in Lancaster or Preston, 2 specialists or PV Dobson in Kendal... for main dealer jobs it's Kendal, for little jobs it's Corner Car Sales even though it's nearly an hr to Kendal and 30+ to Corner as opposed to

When I was in Berkshire I used to use Fawcetts; when I 1st started driving I used to get odd looks walking in there (aged 21 with a current V40), but they grew used to it (roof racks, mountain bikes, tents, kayaks have all been in the cars when they've gone into the garage)

I have been blanked when I've walked into a dealer; they don't always associate me with driving a volvo and like many here I'm more likely to turn up in shorts or jeans then a suit.

I'll let you know what the French dealers are like when I'm back in September!


Good luck with sorting out the problems; I hope that they can come up with a sensible explanation and realise that one moment of stupidity can cost them one long serving customer who forms the basis of their reputation

Ed

[pigapumbu]

Originally Posted by Wind-Dreams

so it sounds like the stratstone group are a nightmare nationally.

Although the gentleman i spoke to at the parts desk in the cardiff branch a few months back when buying some wheel centres seemed really helpful and actually did have a pop at the staff at the newport branch about there service.

is the leatherhead dealer under stratstone? if yes, your comment is further substantiated. in my opinion, a small dealership owned by a family or one person tends to have a friendlier dealership which is more willing to accomodate its customers.

cheers

[pigapumbu]

Originally Posted by stephenmogg

It seems like we've all suffered at the hands of arrogant dealers. In my experience, the more 'prestige' marques seem much better. BMW and Porsche dealers seem to understand the concept of customer service better than most - mind you, they could probably all learn a few lessons from Lexus dealers.

I certainly get a different reaction from a dealer if I rock up in my Boxster compared to my 240.

Someone should setup a feedback system for dealerships - like they have on Ebay or Tripadvisor.

I few negative feedbacks might puncture the inflated egos of arrogant dealers !

Steve

Agree totally. Need a black list for dealerships that arent up the to scratch. But is this legal? And if yes, can the results be posted to VCUK for them to have a nice long read?

cheers

[pigapumbu]

Originally Posted by Mike_Brace

I have been overwhelmed by the interest in this issue - 935 views and 35 posts in the first 24hrs.

I think you have touched a raw nerve Mike with lackluster volvo dealers. i have been told before that people come to forums to complain mostly so one can get a 'wrong' idea of a car etc. But I don't think so. If a make or model is really good, you will sense it when you visit great forums such as this.

935 views, 35 posts in 24hrs speaks for itself. Something is not right at the moment with Volvo dealerships. In the past it was never like this. Volvo used to have good dealerships that went out of the way to make the customer happy. But these days, perhaps due to large companies taking over, things have changed. The personal touch has almost gone now. Now its all about $$$ and lots of it.

I hope Volvo picks up on these issues and realises their cars don't sell themselves and one has to work hard at keeping its customers. Otherwise the other makes will benefit.

cheers

[alsner]

Hi Mike, I really feel for you it wasn't right and the DP is obviously a prick with an attitude problem and to ban you was outrageous. Not being the most tidy person myself I to know exactly how it feels and the way it can stain a whole day when someone treats you with a total lack of respect but seeing as you are such a regular it must be even more insulting.

I had a similar experience in a SAAB dealership a couple of years ago but without the oil (never take young kids into a Saab dealer they don't like it at all, which is a bit rich seeing as they are just over priced GMs these days), the gits even repeatedly ordered the wrong part for my car and I ended up going mail order.

With regards to Volvo dealerships I have never had any problems with Johnsons of Gloucester, they have always treated me with respect and have gone out of their way to help me on a number of occasions with advice and parts ordering and they have allowed Cash on Delivery with no deposit down as I live in Cheltenham and usually can't be arsed to go to Gloucester in person. So I'll give the 5/5 from my experience.

Ali

[st5ve]

I have just read through five pages of this thread, I am utterly shocked at the attitude and arrogance of the DP that you had the misfortune of encountering. His conduct was not professional or favourable of an establishment that puts customer care and service first. A business that behaves like that to customers will not be in business for long.
I hope you get a written apology and financial recompense for the abysmal draconian approach this DP has to customer care.

[PNuT]

Originally Posted by Mike_Brace

I


Unfortunately yes!

its a really poor design & can only assume its so you can browse new cars on the way to the parts department....

unfortuanatly someone somewere along the line is going to get upset!!!

idearly parts & sales need kept seperate which would solve alot of these kinds of problems(ive had funny looks ) (but that happens in the streets too)

maybe we should all bring our oily boots to your dealership

[PNuT]

Originally Posted by ttacornwall

I have just read through five pages of this thread

im not sure if you know but you can adust how many posts per page in your control panel.... i find it makes it easier to follow

[LankyTim]

Mike, if you had an apology would you use the dealer again?

Maybe a "supermarket sweep" of their parts dept too