Main Dealers and Specialists in North East & North Yorks

[Nick04]

Having just become a first time Volvo owner who needed to get some quotes for maintenance work; I thought I'd reach out to some of the main protagonists in my local Volvo landscape.

Firstly, may I say that I don't actually understand how most of these clowns manage to stay in business. One might say, if one conducted business in such a manner - it would be fair to expect a clip round the lugs and a kick up the backside 😆

Anyway, just basic communication seems difficult with most of these companies. Whether it's getting passed from department to department on telephone or having emails go unanswered - the poor service is consistent. And you'd better believe it, some of this service comes at a very high price should you sign up to it.

At the top of the list come a couple of the main dealers, namely Stoneacre and Ray Chapman. No response from Chapman and after a follow up email to a quote from Stoneacre - no response from them. This is despite Volvo HQ apparently asking them to get in touch with me to answer a question I had put forward. But I get the feeling they'd need asking...or perhaps telling, more than once.

Hutton Bros in York didn't reply to an initial email but then I did get a quote by email after speaking to them. Their overall price was not that much cheaper than the dealer, so I asked if they could get near to a quote that I'd received from another specialist. They answered my question by not replying to me.

The other specialist in question is Volmech. To be fair to them, they gave me a no nonsense quote inside about 30 seconds. It was easily the most competitive as well, so I'll likely give them a try. Another company called Autofix also got in touch in a prompt manner, although they are a bit further away, so I didn't pursue my enquiry.

Alas...well, let's say onwards & upwards instead 😎

[e123]

I'm surprised about Chapmans. I've been using them for over 10 years and always found them very helpful and going the extra mile to keep me/get me back on the road and fitting work in at short notice. (It's York I've used).

[Ulrikas PA]

Also I have had no issues with Ray Chapman in Malton ?

I've owned or run a lot of cars in my time (100+) and despite on-line booking or enquiry forms, I normally get a quicker response from people by talking direct with the service dept.

If it's a particularly technical or involved set of work you are asking about, I'd email that and then just refer to It in the phone call ?

[XC90Mk1]

Originally Posted by Nick04

Having just become a first time Volvo owner who needed to get some quotes for maintenance work; I thought I'd reach out to some of the main protagonists in my local Volvo landscape.

Firstly, may I say that I don't actually understand how most of these clowns manage to stay in business. One might say, if one conducted business in such a manner - it would be fair to expect a clip round the lugs and a kick up the backside 😆

Anyway, just basic communication seems difficult with most of these companies. Whether it's getting passed from department to department on telephone or having emails go unanswered - the poor service is consistent. And you'd better believe it, some of this service comes at a very high price should you sign up to it.

At the top of the list come a couple of the main dealers, namely Stoneacre and Ray Chapman. No response from Chapman and after a follow up email to a quote from Stoneacre - no response from them. This is despite Volvo HQ apparently asking them to get in touch with me to answer a question I had put forward. But I get the feeling they'd need asking...or perhaps telling, more than once.

Hutton Bros in York didn't reply to an initial email but then I did get a quote by email after speaking to them. Their overall price was not that much cheaper than the dealer, so I asked if they could get near to a quote that I'd received from another specialist. They answered my question by not replying to me.

The other specialist in question is Volmech. To be fair to them, they gave me a no nonsense quote inside about 30 seconds. It was easily the most competitive as well, so I'll likely give them a try. Another company called Autofix also got in touch in a prompt manner, although they are a bit further away, so I didn't pursue my enquiry.

Alas...well, let's say onwards & upwards instead 😎

I must say I have never found my dealer (or any of them really) to be too bad and the free years recovery is pretty good.

What age is the vehicle?

On a separate note at the moment every business is struggling to get staff, and even if they are not they have more customers than they can cope with etc.

Volvo dealers, carpet fitters, delivery companies etc etc. If you send an email, don’t expect someone to sit there sitting through a mail box and typing out responses, on my experience, especially in the current climate it will get you no where.

Call them and speak to someone….

[XC90Mk1]

Originally Posted by Ulrikas PA

Also I have had no issues with Ray Chapman in Malton ?

I've owned or run a lot of cars in my time (100+) and despite on-line booking or enquiry forms, I normally get a quicker response from people by talking direct with the service dept.

If it's a particularly technical or involved set of work you are asking about, I'd email that and then just refer to It in the phone call ?

Agreed. Emails don’t generally get any where near the response a call does!

[dcw]

I have used both Ray Chapman (York) and Hutton Brothers for many years now and always found the service from both very good.

I think your problem, as others have said here, is your means of communication. E-mails just go and sit in an inbox with hundreds of others. Unless the organisation is very small (a one-man-band, for example) - and even then sometimes - your e-mail will be dealt with whenever someone has the time to get to them. If by then it is rather old, the assumption may well be made that you have by now gone elsewhere.

I'm not saying this is necessarily right, but that's the reality. It applies to all sorts of organisations, especially in the current climate of staff shortages all over the place.

My advice would be that if you want a prompt reply, you're far batter off using the telephone or (as I often do) popping in. That way you have someone right there at that very moment, focused on you and the problem you are asking them about. Use an instant form of communication and you'll likely get an instant response...

David

[Nick04]

I appreciate that email isn't always the most reliable method of contact. But in this day and age, I'm afraid it is an absolute must for any competent business to be on top of this. Especially in the times we have been living, where face to face contact has been very much restricted. There are no reasonable excuses. There's a variety of easy solutions to make sure emails are fully monitored and responded to.

Furthermore, if there's an actual dialogue that is already initiated through email - it should be fulfilled. With these cases it is actually correspondence taking place with a designated person. My guess is that the companies involved suspect that they might not get immediate access to my wallet in full accordance to their tune. So because of asking a further question or detail - they go quiet. You see it time and again with businesses - these companies are far too used to pulling their customers' trousers down.

Just a point of clarification, phone calls were initially made. But it began to go down the route of speaking to customer service, who passed me on to the service department, who passed me to the parts department and back again to service. Then I was going to get a call back. I don't have time for all that nonsense, hence going the email route. I accept that calling in is often the best way, but that isn't always practical.

[AndyJudge]

I use Ray Chapman in York for all my maintenance needs & not had a single problem in the 6 yrs I've been dealing with them.

My advice would be to call them initially & ask to speak to the service department they're all a good bunch & always helpful.

[Ian21401]

I’ve used Mill at Newcastle since 2005 when my daughter bought her V40 from them and I bought my 940 ( as seen) which had been traded in and was waiting to be moved on. My daughter has since bought a V50 from them and now currently owns an XC70. I always try to speak to someone there about any matters I need resolving. Their parts dept. staff have always been very helpful. I’ve occasionally needed to speak to service dept. about my daughter’s car and never had any problems.
They’ve recently been taken over by Stoneacre and the premises completely remodelled. My jury is still out on whether they are still as user friendly as they used to be. Time will tell.

We’ve used Autofix at North Shields for a couple of “one off” jobs and have been satisfied by their attention and service.

Andy, York is quite a way from Hebburn.

[AndyJudge]

Originally Posted by Ian21401

I’ve used Mill at Newcastle since 2005 when my daughter bought her V40 from them and I bought my 940 ( as seen) which had been traded in and was waiting to be moved on. My daughter has since bought a V50 from them and now currently owns an XC70. I always try to speak to someone there about any matters I need resolving. Their parts dept. staff have always been very helpful. I’ve occasionally needed to speak to service dept. about my daughter’s car and never had any problems.
They’ve recently been taken over by Stoneacre and the premises completely remodelled. My jury is still out on whether they are still as user friendly as they used to be. Time will tell.

We’ve used Autofix at North Shields for a couple of “one off” jobs and have been satisfied by their attention and service.

Andy, York is quite a way from Hebburn.

Indeed it is however I did try Mill in Sunderland 1st & was very dissatisfied when enquiring about the service (numerous things) Chapmans always treat me right, always offer a loan car & don't seem to look down on me for driving a car older than 3yrs.