Liverpool seat

[Empi5]

It seems that Liverpool Seat seem to be appearing on here more and more, and for all the wrong reasons.

My girlfriend was persuaded by me ! to look at a new Ibiza after many years of trouble free motoring driving her Vauxhall Corsa. She ended up buying a 1.6 Diesel Sport Ibiza, from Liverpool after firstly getting the right deal, and secondly being assured by some favourable feedback on here ( about 6 months ago ). ( she lives in Manchester )

This car has been back to the dealer 7 plus times......! Yep you read it right, 7 times.....Albeit the dealer that has been attempting to do the repairs is the Bury New Road in Manchester,.............All to do with horrendous fuel economy, intermittent power loss, rough idle and a xmas tree dash.

As you know, Dealers are reluctant to provide a free courtesy car, so this means she has had to ring Seat Uk to voice her disatisfaction, enabling them to provide a free courtesy car.


After a phone call today with the supposed MD of Liverpool, she has felt nothing but let down by the way he has spoken to her, his attitude etc, and to me thats all wrong... If a car has been back 7 times from new, surely there is a problem. Rather than going on the defensive, try and help the customer. be a little understanding.... Dont say : "Its not my fault you decided to buy it from Liverpool but live in Manchester" In the sales spiel, its made clear that you can have you car serviced/repaired at any Seat Dealership, but as a get out they are saying, well youve not giving us the chance to look at it.

Surely, mechanics at all Seat Dealership are trained to the same standard, have access to all the same hardware and technical info.


Maybe Liverpool Seat can fix it, but thats not my point. Where has the customer service gone, without us you havent got a business.........Maybe its a sign of the times, everyone is under a lot of pressure.....But one thing for sure, youve lost a repeat customer and that is a shame.

 

[beefa_gaz]

I know ALL the mechanics at Liverpool seat they should be able to sort it imo they have some experienced talented lads there.

Was it tom you spoke to the american guy?

 

[Empi5]

I know ALL the mechanics at Liverpool seat they should be able to sort it imo they have some experienced talented lads there.

Was it tom you spoke to the american guy?

Not sure mate, the reason for my post is not really to do with who is able to sort it, its to highlight the frustration that we as customers get, and expect a little bit of understanding.

Equally frustrating is the fact that one dealer is confident of fixing it, when the other dealer is scratching their head.

Buying a car, whether it be new or second hand should be an enjoyable experience. Buying a new car should be without problems.... Agreed things sometime dont go according to plan and you put up with a minor inconvenience...... But a car that has gone wrong 7 times, and is spoken to in a way that comes across as arrogance, is not fair.

 

[Empi5]

Well the car has been fixed by Hobin of Manchester, apparently it was the wiring connected to the Fuel Pressure sensor which was faulty.......

So all ends well, just such a disappointment that the whole experience has been tarnished by the attitude of certain people who maybe have been installed in the wrong position and not used to being client facing.

lesson learnt, that the cheapest is not always the best !

 

[liverpoolsteve]

Empi5, Your partner spoke to Barry and he has asked me to post this in reply.

When Julia came onto the phone, she was very unhappy that her car had been into a SEAT dealership 6 or 7 times. My response to this was to offer to look at her car, as we were completely unaware that she had been experiencing any problems since taking delivery of her car last year.
Julia then proceeded to tell me that all SEAT dealers are the same and that it shouldn't matter where you take the car (which I agree with - but it doesn't necessarily work out that way). She demanded that we swap her car for a new one, which I replied that we can't do that yet, without first having the opportunity to look at the car.

I offered her a courtesy car totally free of charge (which we provide to all our customers). But Julia was not prepared to drive the car to Liverpool to give us the opportunity to a) fix the car or b) open discussions re possible replacement. (Obviously A has to happen before we can discuss B).

While I appreciate that Julia is incredibly frustrated that her car has issues, there is no need to resort to shouting at myself on the phone, when all we are trying to do is help. Not once did I raise my voice, I was just trying to get Julia to understand that she needs to bring her car to us so that we can resolve these issues for her.

In closing, how can you expect me to resolve your issues without seeing the car? You must understand this and that I feel slightly aggrieved that we've received negative feedback for another dealer's inability to resolve the issues with Julia's car.

Please phone me so that we can make the necessary arrangements for us (Liverpool SEAT, not anyone else) to resolve your issues.

 

[Empi5]

Steve,

Thank you for taking time to reply, but your response quoted on behalf of Barry contains various inaccuracies, Replacement car etc, Julie not Julia lol.

If you read back through my posts, the content is not necessarily aimed at the fact that you have been unable to fix the car, it was the manner in which barry conducted himself on the phone, to a customer that is quite rightly extremely annoyed and disappointed.

If barry feels agrieved at the content of the post, then perhaps he should think carefully next time about how he deals with customer complaints, and the comments he makes.

The car is now fixed, but i stand by what has been said, its quite easy for you to retort with you own version of events, that is the beauty of the internet. This section is designed to provide feedback from our own personal experiences both good and bad.

 

[t21svj]

I offered her a courtesy car totally free of charge (which we provide to all our customers).

Not once did you offer me a free courtesy car when i was having aload of trouble with my Ibiza, I had to stand there and argue with the service department for them to waver the charges after my car had come in the 4th time.

 

[liverpoolsteve]

Shaun, firstly, apologies for the delayed response, I've been on annual leave.
In answer to your comment, we received customer feedback such as yours regarding our courtesy car policy, which is why we decided to change it about 6 months ago and offer a free courtesy car. We understand that we may not get things right 100% of the time which is why we do listen and why we are constantly looking at how we can improve our services to our customers.
If there is anything else we can help you with in the meantime, please call us.
Steve

 

[betty_swollox]

If there is anything else we can help you with in the meantime, please call us.
Steve

I doubt they'll be calling you for help haha

 

[mardon]

How can you be angry at Liverpool if you have indeed not given them a chance to fix the car?
My guess is you've got on the phone very annoyed that your car is still having issues and spoken to Liverpool and taken your anger out on them, who have no clue about the problems your having. I know if I took a call like that out the blue i'd be confused.

Seat Manchester I would never return to and only took my car there because I had to as it was the nearest one when a vac pump popped off. Liverpool are great and have sorted me a car pretty much every time i've needed one or made alternate arrangements for me if it wasn't available.

Shame you've had a bad experience, at least they are trying to put things right. There are much much worse dealers out there.