Bournemouth SEAT - Sort it out!

[Martyn]

After "Bray and Sear" closed and Bournemouth SEAT opened I thought great a decent local dealer at last.

How wrong I was......

During the last 4/5 months my car has been in and out of Bournemouth SEAT due to some annoying faults, which should have been
rectified quickly under the SEAT UK used car warranty. Instead of being fixed quickly the process has been painfully dragged out either due to excessive wait times to get the car booked in or due to unacceptable wait times for simple parts like electric mirrors. Not to mention the very poor customer service, was that a call back I was waiting for? Hmm I wouldn’t hold your breath.....

Another quality bit of customer service I received is being left standed at work without a car...

I finish at 5.30.......5.45....the car is still not back........6.00pm.......hmm getting cheesed off waiting for my car now......hmm, shall I walk home?.........6.15......this is taking the p*ss.........6.35......at last, thanks for that guys!


To cut a long story short my car is "almost" completely fixed but in the process Bournemouth SEAT have kindly done the

Following damage....

* 25cm long crease in my passenger side door card.

Still waiting for a replacement on the above.

* Various screwdriver marks in the plastic door handle surround on the door card.

Still waiting for a replacement on the above.

* Snapped the lugs off the back of the mirror backing plate, only to be stuck back in place with sticky pads!

Still waiting for a replacement on the above.

When I challenged the guys at Bournemouth SEAT about the above damage I've been given the impression that they couldn’t care less, take this for example....

.... I received a call from one of the guys about the outstanding problems with my car, we went through the issues 1 by 1, when we came on to the issue of the mirror backing plate, I explained that the lugs had been snapped off..to which the guy replied "It does the job doesn't it!?" Very professional!

Shock horror...SEAT Cordoba held together with sticky pads!

If you're gonna buy a car from Bournemouth SEAT make sure you get any niggles or problems fixed before you had over your cash or you'll have a fight on your hands to get anything fixed!

The above is purely my opinion and based on the service I have received from Bournemouth SEAT.

Due to the treatment I've received I certainly wont be buying a SEAT again, time for something else now I think. Anyone want to buy a Cordoba?

 

[Dannyboy]

Not good to hear mate.

In my short Seat ownership days my experience with Bmth Seat weren't great. Every time something was fixed, it normally would come back with another problem.

I totally agree with the chasing them bit, I always had to chase them, never had a single call back when they promised me call backs.

And also the amount of times I said, I need my car back by a certain time, and it would turn up half another later or an hour late. (sounds picky, but I have alot of physio due to a car accident and have to get to appointments on time)

I know when I owned my Seat, Bmth Seat had "staffing problems" but to be fair thats not my problem, their staffing levels should not affect their customer service, thats just poor management!

Hope it gets sorted soon, and keep hammering em

Regards

Dan

 

[Stubill]

I popped into Bornemouth SEAT a while back to enquire about a 60K service on my V5. The service guy says :

"Has it had a cambelt sir",

I reply :

"It's a V5",

He says :

"That doesn't matter sir, it still needs a cambelt at 60K"

I left sharpish !

 

[Martyn]

What pisses me off the most about the whole situation is that I wasted my time with them and now the warranty has expired

 

[Dormouse]

Should have gone to GC....

(Dor realises mart has trouble getting there with work and all).

Dor.

 

[ryand]

A Bit Harsh

This all seems a bit harsh to me, based on my experiences.
Yes, Bray and Sear service was shocking, but since changing to Bmth SEAT, I have had a 1st class service. Everything done to time, within reasonable costs, car dropped back to me on time, leave the car with them and they drop me to work and bring car back to me etc. Parts on time etc.

Only thing I would say, on a different note, is that many of us know that used car prices on the forecourt there are very high in comparison to other dealers and the market value (eg 8v R or V plate Ibiza Cupras still around £6995).


Ryan

 

[Binary]

I got a really good deal from them for my Leon...

Never used them for warrenty work though...

 

[Martyn]

Ryan, what work have you had done by them? Did you have to pay for it? If so, then say no more.

 

[Fen]

They were asking list list! for an ex-demo TDi Sport when I bought mine. Didn't exactly have 0 miles either. Somebody had paid up though, 'cos it isn't there now...

 

[BournemouthSEAT]

Bournemouth SEAT Replies

Martyn,
I'm really sorry that westill have not properly sorted your vehicle and will endeavour to do so when parts for your vehicle are available. I am suprised to note that you failed to mention to fact the your vehicle wasn't bought from us and many of the things we are trying to fix were like it at the time of delivery. Perhaps the supplying dealer thought of this when he didn't replace your door mirrors but did manage to glue your door card on so when we removed it, it broke. SEAT UK and SPAIN are searching for a replacement card as we speak. Yes, screwdriver marks are in the trim pieces and these will also be replaced along with the mirror backing plate. When you spoke to us about this, or when we told you about this damage you didn't seem to care less and you realised that we would replace these items at our cost! It is unfortunate that your vehicle is dated with the franchise now and parts are becoming harder to get, but will TRY! You also fail to mention the faults we have cured that have been present since your ownership began. As discussed with you, I think your car wasn't properly sorted before you drove it away and that a 101 check wasn't completed. I would really have struggled to justify getting your vehicle to SEAT APPROVED USED CAR Standard. You also fail to mention the time we have wasted on your vehicle trying to sort gear change problems when you have installed non-genuine and non-approved short shift linkage pieces. I have taken your comments to heart regarding failed promises and un-returned phone calls etc. and I will be making changes to remedy this, thanks for your input. Your closing comment of not buying another SEAT we both know to be false as it's in your blood as much as the rest of us!
TO STUBILL - 99 TOLEDO V5
Yes we know it's a chain but have you had it inspected, SEAT UK service policy on this item is inspect @ 60,000 and replace if signs of wear, inspect @ 70,000 and replace if worn or replace at 80,000. The timing cogs on the camshafts wear and if the belt slips then terminal engine damage occurs, cost to replace £7000.00 approx and not covered by warranty if you can not prove inspections from 60,000. We have replaced 3 V5 engines for this this year.
TO RYAND - WE KNOW
Yes our prices are sometimes high for certain vehicles but the two you picked on were perfect examples, the 8v R reg being in concours condition, lots of mods 17" wheels, brake mods, engine brace, pipes, exhaust etc. At the end of the day, by keeping the prices up I am protecting all of your residual values and maintaining a large enough margin in my vehicles to firstly, fully sort them before delivery and secondly ensure that Bournemouth SEAT is here for the long term of you all. Remember the dark days of no dealer in Bournemouth and trekking out into the wilds to get your car looked at!
To Finish
We are not perfect, we wish we were but we are not. Constructive critism of what we do wrong is the only way we can improve and I would like to thank all of you who bother to do so. If you would like to contact me personally my email is [email protected] and to finish, Merry Christmas and Happy New Year to you all.
William Lander
Director ~ Bournemouth SEAT

Every current model and many older ones!

 

[m0rk]

Every current model and many older ones!

even the ones with obsolete parts.

Good reply though, well appreciated I'm sure

 

[JmZ]

Well I have to say that I am happy to see btoh sides of this finally aired at last!

It has seemed a little one sided, but it bodes well that the SEAT dealer in question has taken the time to address this in person!

Surely this is what the Forum is all about! Feedback....

More feed back = more informed punters?

 

[Martyn]

Thanks for replying Will but I think some things need to be set straight...

I am suprised to note that you failed to mention to fact the your vehicle wasn't bought from us and many of the things we are trying to fix were like it at the time of delivery

This is not so, the mirrors worked when I brought the car from Cornerhouse, the few minor niggles I had when I brought the car were rectified at Amethyst SEAT as I'm sure Flapper and Swinny would be able to confirm.(Lamda probe was replaced as was a mirror switch)

Perhaps the supplying dealer thought of this when he didn't replace your door mirrors but did manage to glue your door card on so when we removed it, it broke.

That's fair enough, but is that really my problem?

Yes, screwdriver marks are in the trim pieces and these will also be replaced along with the mirror backing plate. When you spoke to us about this, or when we told you about this damage you didn't seem to care less and you realised that we would replace these items at our cost!

I first pointed out the damage to the door card after my car was fitted with a "LHD" passenger door mirror. You guys were aware I was unhappy but nothing was done until recently.

The mirror backing, that's just a joke!

You also fail to mention the faults we have cured that have been present since your ownership began

See above.

As discussed with you, I think your car wasn't properly sorted before you drove it away and that a 101 check wasn't completed. I would really have struggled to justify getting your vehicle to SEAT APPROVED USED CAR Standard.

So you're saying I've been shafted by Cornerhouse?
According to my paperwork a 101 was completed.

You also fail to mention the time we have wasted on your vehicle trying to sort gear change problems when you have installed non-genuine and non-approved short shift linkage pieces

Yes, I did fail to mention it because I was informed by both you and your technical guys that you couldnt fix the problem due to the short shift.

I do accept that, but the part was fitted by a VW/Audi specialist who I may add, re-fitted the original linkage for my own peace of mind but the problem still occurd so I had it re-fitted. The issue is not with the linkage, It is a common problem with the 020 gearbox.

Your closing comment of not buying another SEAT we both know to be false as it's in your blood as much as the rest of us!

I meant what I said, a VW Corrado is on its way, needless to say I'll continue to maintain the site as usual!

 

[andyb]

Re: Bournemouth SEAT Replies

Originally posted by BournemouthSEAT
Martyn,
Your closing comment of not buying another SEAT we both know to be false as it's in your blood as much as the rest of us!

a bit of naive comment. Maybe the reason some dealers dont provide much of a service is they think another SEAT is gauranteed.

I have crap sales service at a number of dealers inlcuding Bournemouth and ended up going the import route (which I hadnt even considered prior to that)

Since then, I have found one decent dealer, in Newbury after four rubbish ones (I havnt used Bournemouth so cant comment on the service side of things). They are brilliant and if it wasnt for them, I would have sold the car and bought another, simple as that. As for another SEAT? well i seriously doubt that, I'll buy another brand, just like the other four people in my family who had SEAT's. Shame their bloody good cars

 

[BournemouthSEAT]

So Martyn, do you still need us to replace bits or are Part Exchanging the Cordoba!
Re values, just tried to buy 02 02 Leon Cupra R in Yellow 6800 miles at closed sale, it sold for £16,800 yes that's right £195 less than list price for a new one! Are we going to see cars sold for over list price with the SEAT Franchise now then!

 

[Stubill]

Yes we know it's a chain but have you had it inspected, SEAT UK service policy on this item is inspect @ 60,000 and replace if signs of wear, inspect @ 70,000 and replace if worn or replace at 80,000. The timing cogs on the camshafts wear and if the belt slips then terminal engine damage occurs, cost to replace £7000.00 approx and not covered by warranty if you can not prove inspections from 60,000. We have replaced 3 V5 engines for this this year.

Hi William,

Thank you for your response.

If I may offer one small piece of constructive critism, it would be that the above sort of detailed and important information is readily known and offered to customers by the service department. It will only help to instil confidence and trust.

I hope this is of help.

Regards,

 

[Martyn]

So Martyn, do you still need us to replace bits or are Part Exchanging the Cordoba!

Depends, probably wont get as much for it if they find the damaged bits.

 

[ZBOYD]

I think Andy hits the nail on the head there.

from my own experiences of the dealers in the NW, its apparent to me, that most are spot on when they sell you a car.

And these newer SEAT's are bloody good cars, i dont think we'd be so praise worthy of them if we didnt like the cars, and of course running a site like this, what would be the point if we didn't like the brand?

I think where SEAT and their dealer network loses the ball, is hanging onto its customers once it has them.

I've had 2 SEAT's both top of the range models, i know plenty of you out there have had more than me.

But since my own dealer, who i was very happy with was defranchised, im left with other dealers local to me, who dont seem to care if im a customer or not?

This is a great shame, and has made me strongly consider my next car not being a SEAT, for the main reason i need to know when im spending xxxxxxx amount of money for a new motor, im also a valued customer who shouldn't have to feel second rate at another dealership just cause he didnt buy the car from them.

Its called passing the buck, and to be quite frank, if thats the case, then the SEAT warranty is dependant on whether you have a good dealer or not, nothing to do with whats written down in the paperwork, saying you can take your car to any SEAT dealer for repairs.



Its hardly suprising to me anyway, that people are going more and more down the import route for their cars, personally i wouldn't, but at the moment with no real commitment from SEAT im looking at another car next year that more than likely wont be a SEAT.

And thats a shame

 

[andyb]

most of the probs I have had were before I mentioned it was an import so that excuse cant be used....not that its an excuse. I do 30k a year so thats 3 major services, plus over £100 on accesories,extras etc so you'd think that dealers would want your service.

As for my next car. Probably stick with VAG

 

[Kev Hall]

You also fail to mention the time we have wasted on your vehicle trying to sort gearchange problems when you have installed non-genuine and non-approved shortshift linkage pieces
I do accept that, but the part was fitted by a VW/Audi specialist who I may add, re-fitted the original linkage for my own peace of mind but the problem still occurd so I had it re-fitted. The issue is not with the linkage, It is a common problem with the 020 gearbox.

As Martyn said and you 'should' know the gearchange problems are common in the 020 gearbox, Lookers Manchester had my Ibiza in numerous times for exactly the same problem and SeatUK were involved, I believe they had a tech guy sent out to look at it. As both linkages have been tried and the problem occurs with both surely it is obvious that it has nothing to do with the aftermarket linkage.
As I said in my letter to the dealer when I had the same problem, not being able to engage gear is more than just a problem, it is a danger, not only the driver but to other road users. Therefore it should be sorted regardless of warranty cover.