customer service new cars

nasha_2

Hello my husband and i have just brought a new car from vauxhall (yesterday) and have had the worst customer service ever from them, this is the second car in two years that we have brought from them and have spent and lot of money on the cars. We want to complain but want to complain to someone who will listen not just fob us off who is the best person to complain to? We are the kind of people that moan about things but never actually do anything about it so we are not very good at compaining

nickmack

nasha wrote: »

Hello my husband and i have just brought a new car from vauxhall (yesterday) and have had the worst customer service ever from them, this is the second car in two years that we have brought from them and have spent and lot of money on the cars. We want to complain but want to complain to someone who will listen not just fob us off who is the best person to complain to? We are the kind of people that moan about things but never actually do anything about it so we are not very good at compaining

Without knowing more details of your 'customer service' (or lack thereof) it's not easy to say exactly.

Generally complaints should start at the source, so you should make your feelings known to the sales manager initially. If this proves fruitless, you could then write a letter to the Dealer Principal at that dealership. If you wish to take it further, you could then contact the head office of the franchise (Most Vauxhall dealers are owned by independent motor groups). The final step would be Vauxhall themselves.

The important thing is to make sure you have a clear description of what you believe the issue is and what steps you would like to rectify the situation. You need to be reasonable though (you wouldn't get very far demanding £1000 compensation for your car being delivered a day late for example). Be calm and polite in all contact, if you lose your cool and swear and shout, this is likely to be counter-productive. If you have a genuine complaint, any main dealer worth their salt, will want to help sort it out.

nasha_2

thanx for your reply, we are not looking for any kind of compensation we just want to give awareness of the way that customers are being treated, i know that my first message was very vague and seems stupid but we are unsure of which channels to go down to make a formal complaint as its not something we are good at!!

DealDrivers_company_representative

Sensible routes, assuming the complaint is something to do with the sale process (?) would be the Retail Sales Manager, then the Dealer Principal.

If no joy, find out if the dealership is part of a motor group, and approach the head of Marketing or PR at group level (they hate bad publicity by nature!), or their Customer Services Director at group level.

What exactly was the problem..? We might be able to advise you better before you start banging on desks...