For once I have to praise SEAT customer services for getting stuck in and dealing with my complaint.
I took delivery of a new car in the dark and due to the snow it took me a few days to notice some scratches. Not overly too bad, but not what you expect of a brand new vehicle.
I spoke to the sales person who promptly told me that as it was a week the scratches could have been caused by myself no offer to look at them nothing. I put a complaint into to the dealership head office and via SEAT CS.
Got a call from the general manager, or at least that is their title, manage their way out a paper bag springs to mind. After trying to fob me off agreed to get me in for their SMART gut to look and correct. Took car in waited two hours and went back - nothing done. Apparently my car was pushed back due to sales for a job that took 15 mins!! Scratches were on the whole polished out but a few remained.
SEAT CS got involved but had trouble getting hold of the manager, who appeared to basically being evasive. Another complaint was sent to the dealer head office and I got another call from him. I had to explain my issues again before he then 'clicked' was the problem was. I went down to see him with the car, show him the scratches. He tolld me he was 100% sure they would polish out even though the SMART guy thought it would require a respray. Promised twice to ring back in four hours - four days later no call apart from SEAT CS. Who he had told had arranged with me to take the car in on x data and time. Which, obviously he had not - so lied to them as well as me.
SEAT CS to be fair have told me they are quite unhappy about the way I have been dealt with and intend to put in an internal complaint.Further comms are to be via email for an audit trail. In the meantime I decided to give up with the dealer and sort the scratches out myself which in 90% of the case are gone and a good quality wax (Autoglym HD) has made the others virtually invisible. SEAT CS have then pressed for compensation - to which dealer offered me £50... Now negotiating up as does not cover my time and expense...
Fair play to SEAT CS who have gone into battle to try to resolve the issue become frustrated themselves and I would rather see the dealer get a good kick up the backside - as their current level of customer service is beyond poor...
Long post, but a word of warning about using SEAT Derby at this current point in time.
I took delivery of a new car in the dark and due to the snow it took me a few days to notice some scratches. Not overly too bad, but not what you expect of a brand new vehicle.
I spoke to the sales person who promptly told me that as it was a week the scratches could have been caused by myself no offer to look at them nothing. I put a complaint into to the dealership head office and via SEAT CS.
Got a call from the general manager, or at least that is their title, manage their way out a paper bag springs to mind. After trying to fob me off agreed to get me in for their SMART gut to look and correct. Took car in waited two hours and went back - nothing done. Apparently my car was pushed back due to sales for a job that took 15 mins!! Scratches were on the whole polished out but a few remained.
SEAT CS got involved but had trouble getting hold of the manager, who appeared to basically being evasive. Another complaint was sent to the dealer head office and I got another call from him. I had to explain my issues again before he then 'clicked' was the problem was. I went down to see him with the car, show him the scratches. He tolld me he was 100% sure they would polish out even though the SMART guy thought it would require a respray. Promised twice to ring back in four hours - four days later no call apart from SEAT CS. Who he had told had arranged with me to take the car in on x data and time. Which, obviously he had not - so lied to them as well as me.
SEAT CS to be fair have told me they are quite unhappy about the way I have been dealt with and intend to put in an internal complaint.Further comms are to be via email for an audit trail. In the meantime I decided to give up with the dealer and sort the scratches out myself which in 90% of the case are gone and a good quality wax (Autoglym HD) has made the others virtually invisible. SEAT CS have then pressed for compensation - to which dealer offered me £50... Now negotiating up as does not cover my time and expense...
Fair play to SEAT CS who have gone into battle to try to resolve the issue become frustrated themselves and I would rather see the dealer get a good kick up the backside - as their current level of customer service is beyond poor...
Long post, but a word of warning about using SEAT Derby at this current point in time.
