Brighton Volkswagen

I am not usually a person who spends time complaining about a bad customer service experience, I would usually just 'vote with my feet', as my limited free time is precious and we thankfully live in a time, whereby a competitor is always happy to take the business. However, I have experienced two such examples in as many weeks, with the customer service received at your Brighton dealership tantamount to a comedy reality show.

After owning and servicing cars both professionally and personally with Volkswagen in the UK and Germany, there is a vast difference in what and whom the customer is. I have always been treated with the utmost respect as a customer, hence my continuing relationship with them. The experience has always been professional, welcoming, trustworthy and efficient. However, it would appear that the brand customer service training never made it across the water and most certainly not to Brighton Volkswagen.

I made a call to your Brighton service department on Monday the 12th of December, to see if it was possible to bring our two year old golf wagon in, as the car had been intermittently coming up with an electric brake fault. With the last such example forcing me to to turn the engine on and off, in order to apply it. The call was originally answered by a very abrupt lady, who had failed to say where I was calling and when I asked if this was indeed 'Volkswagen', her response was simply 'yes', what do you need? Ok, maybe someone was having an off day, however, when I started to explain what I needed, I was cut off and the response was 'look, I'll forward you to reception! This was clearly not a great time to be calling!

I was then transferred to one of your employees, 'Edmund', to whom I explained my predicament, he then informed me there would be no free slot until the 23rd of December to look at the fault. Whilst understanding, I explained that I had a long drive from Melbourne to Byron Bay coming up and was concerned about its reliability