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Found 1 result

  1. azureglo

    So you want to buy a car?

    Yes indeed I do, it a Skoda Karoq Edition 1.5 TSI DG with a few goodies and I'll happily pay the £30,930 list less any discount because it's a cracking car, I know , I had a loaner from Hertz whose building we share. And like a diligent car buyer, I did my research: I drove and specced: A Nissan Qashqai (aka "Kumquat" c/o Jeremy Clarkson)- Plain horrible and expensive A Seat Ateca- Basically the same as the Karoq but with rock hard suspension and fewer goodies, weird gear ratios as well for motorway cruising A VW Tiguan- car on which the Karoq & Ateca are based, very nice, cost £5000 more than Karoq with the same spec! So today i was going to test drive the exact spec Karoq at the local dealer in Reading, negotiate a price as I'm a cash buyer with no part exchange, had booked the test drive 3 weeks ago, got my license code etc, , I even had transferred £5000 into my current account for the deposit so I could pay it on the spot and cleared it in advance from my bank for the unusual transaction. So what could possibly go wrong? (08:30) " Hi its Mr Azureglo, confirming my test drive and appointment with Nick at 11:00" " Ah its Ken here, Nicks off sick . No-one called azureglo is booked on any test drives today, but can I check your number and call back right away?" " Sure thing Ken speak later" 09:30 "Hi is that Skoda Newbury, I'd like to book a Saturday test drive for a Karoq Edition TSI DSG which your Reading branch has but isnt terribly keen to let me near" " Hi Mr Azureglo, I'm sorry about that, unfortunately they probably wont let me have it for any Saturdays as its the only one in the group" " OK, so have I done something to offend your company? I mean is just asking to buy car from you and test drive it first some form of Ancient Order Of Vehicular Dealers Tribal insult I was unaware of?" " Sir there is no need to be sarcastic, I'll try and help but I feel you are blaming me for something thats not my fault" " OK, I'm glad to see that your company teaches its staff to take responsibility: So its not your fault and you'll try and get from the recluses at Reading but there's no guarantee?" " Again sir, I think you're being sarcastic and unfair" " Really, thats good to know, you try and sort out this test drive on Monday and we'll see how we go" 10:30 " Hello is that Skoda Reading? I'd like to know why this Ken didn't return my call as promised 2 hours ago? " Hello , I'm Eric the sales manager and Kens busy on a test drive, I think you are being very aggressive and you should know I'm short staffed due to sickness and redundancy and dont appreciate your tone" " Really, my tone is not something thing you don't appreciate, perhaps your dismal customer service and my failure to appreciate it may be the issue? In any case I've re-booked this with Skoda Newbury ,in the vain hope they could not possibly care less about customers than you" "Listen, I'm a grown man and wont wont be talked to like that, I'll tell you Eric's Theory about Perception and Reality" ( he actually said this exact sentence!!!) " Before you do, I have a masters in Cognitive Psychology and am over 50 so I think I win on both counts" " Mr Azureglo, I dont want to have this conversation any more, you can to Newbury , go to my directors or any other Skoda dealer but i am going to end this conversation" " Have a nice day in that case" " I will do" Now I'm exchanging emails with their group brand Director via Linked In and he's a bit worried about all of this, including a threat to record my conversation without my permission ( a criminal offence in the UK) as well as explaining I'm a customer experience architect at O2 Telefonica and this dealer has given me the best example of really bad customer experience. And for the final bit of Karma in three weeks one of the guests at my next public seminar on "multi channel customer experience" is a senior director of retail for VAG, Skoda's parent company. Even for atheists, it appears there is a god. Apart from the sheer waste of time, wasn't buying a new car supposed to be a fun and exciting experience,..not if you want a top of the line Skoda SUV in Reading it seems. Cheers A