Re: JD Power Survey - Poor Vauxhall Customer Service Rating
I was interested to note Vauxhall came bottom of league table of 28 manufacturers in the 2011 JD Power Consumer satisfaction survey.
Unfortunately, based on experience over past 6 years of Vauxhall ownership, this came as no surprise. Despite my local Coventry dealer website advising, “Our mission statement has never changed as is exactly what is required if we are to stay in business : "Committed to provide quality service, honest pricing strategies and excellence in customer satisfaction, encouraging long term loyalty", there is much to be desired!
One occasion I visited their Torrington Avenue branch to purchase a single 5 Amp fuse. We were informed fuses only come in multi-packs, but the Parts Manager was absent and the Service Manager advised that staff present did not know where to find the fuse packs! On asking the same question to the local Citroen dealer, the service manager popped into the workshop and provided a fuse free of charge! Only a small gesture, but very significant in terms of true quality service.
At the other extreme (skipping over numerous other issues), shortly after replacing a shock absorber (Dec 2010), I discovered that the wheel nuts had been over tightened to such an extreme it took two strong adults with a 3 foot breaker bar and extension tube to loosen them (including the security wheel nut) on the 'alloy' wheel. Following simple notification of this fact to the local branch manager, and eventually Managing Director, in the hope that we would receive a basic apology and assurance that this would not happen again, we were advised that: “The engineer did not remove the wheel to fit the shock absorber” (although this is contrary to Vauxhall procedure, and not possible according to two other Vauxhall Service Managers) and it was unreasonable to believe the wheel nuts were over torqued without having checked with a torque wrench" to verify this fact!
Overall, from the minor to the major, it is evident my local branch of Vauxhall have lost their way in terms of true ‘quality of service’ and ‘honesty’, let alone ‘excellence in customer satisfaction’. Unfortunately, as far as ‘long term satisfaction’ goes, they have just lost another customer!
15-07-11
Tags:
Poor Compentence, Poor Quality, Poor Satisfaction
