Docklands Customer Service - Opinions?

[chriskan]

[rant]

Hi All,

As most of you know I bought a Suby recently from Docklands. Everything was fine, went smoothly and delivery was on time etc. However, thereafter it seems that no one is interested in following up inquiries etc. I had a couple of simple questions with regards to the car (ex-demo) where it was basically a yes/no/maybe answer. Have sent emails to my salesguy, the delivery consultant and the business manager - only she responded and referred it to the delivery consultant again!!

Anyway, I gave up on that one. Went to order new plates for the car yesterday, and received a call from VicRoads this morning to say that neither my company or myself were the registered operators for the car?? It's been 2 weeks since I picked it up, would this delay in transfering the rego be normal?

On another note, I really think that the service level I've experienced at Docklands has been below par for the "premium" image Subaru are trying to project with their vehicles - do you think lodging a general complaint or even suggestion really (it's more constructive criticism really), highlighting the lack of after sales follow up. The only thing which has stopped me is the worry that it might make things worse in having to deal with them - thoughts?

Stuntgirl - any comments on this?

[/rant]

[bonski]

All I'll say is that it's a shame that we don't have Judge Judy here.

I could have been a star witness for the claimant.

[sinist4]

i didnt get my car there, but i guess every person has different experiences.

in saying this, i think its outrageous that the rego has taken that long to be processed.

[chriskan]

All I'll say is that it's a shame that we don't have Judge Judy here.

I could have been a star witness for the claimant.

Maybe u could get that robe and wig out again Ben?

Or did u throw away the key to the closet?

[onnzo]

I bought my vehicle from Docklands recently as well (MY06 Obsidian Black 3.0 Premium in Sep) and found the service to be excellent throughout the whole process.

I haven't had to call on the sales people since, but did bring it in for a service last week and that went off without a hitch.

I asked about a dimple on the door trim (from an elbow resting there) and they are ordering in a new trim to replace it. Aside from that, they didnt have any touch up paint in stock - I have copped a fair few stonechips already - but they have also ordered that in for me.

Michael

[adam]

I have copped a fair few stonechips already
Michael

i got my 2.oL delivered with 68K's on the odo then 3 days later drove it to coffs... of course on the way there got the MOTHER of all stone chips on my bonnet (5mm across) so i know how you feel.
adam

[stuntgirl]

feedback@subaru.com.au

if you have contacted all 3 and they are all passing the buck. then that is crap.

in can take up to 2 weeks to have rego transferred, this is legal.

usually it is done in a few days

i cant comment directly on your matter, but if you have simple questions and no one is getting back to you, that is wrong. and certainly not company procedure.

send a polite email to the above address, and someone will kick someones bum and you will get your answers... unfortunate that this has to be the way, but you will get results this way.

[chriskan]

Thanks Cat,

I'll give it a couple of days and send a feedback email.

I figured 7-10 days for the rego transfer, but it's just over 2 weeks. I just don't want any issues over Christmas etc just in case.

With the simple question, basically I bought an ex-demo tb STI. The car was first registered 28/10/07 but the sticker for the oil change says 9/8/07 - which is probably based on the pre-del date. I just wanted to know if the service was still needed to be done, as the car had 1400k's, so not 5k yet, or do I go by the date, and if so, do I have to pay for it as it should've been done as part of the car's service routine, so warranty isn't affected!

Even if they told me to pi$$ off it would've been ok, at least get some response, than silence!!!



Update: sent the email to the assistant sales manager, and got a reponse straight away! All sorted, don't see why it had to take 10 days!

[Spec B Wgn]

you need to escalate your enquiry until you get a decent response that satisfies you...

keep escalating it and naming all the people whom havent helped you get resolution..

Anyone got Nick Seniors mobile number...

[coyote]

Anyone got Nick Seniors mobile number...

I've tried the feedback@subaru.com.au address and just got a generic fob off.

Don't even need Mr Senior's mobile number, but would pay money for his email address.

[WhiteGTB]

I have his email address...

I have emailed him regarding my engine replacement earlier on in the year, his PA replied advising he is aware of this certain incident and it will be handled by the appropiate deartment.

[chriskan]

you need to escalate your enquiry until you get a decent response that satisfies you...

keep escalating it and naming all the people whom havent helped you get resolution..

Anyone got Nick Seniors mobile number...

I agree, but it shouldn't have to come to that surely. The rego thing i wasn't that worried about, but the question about the 5k service was fairly simple, yet neither the sales guy nor the delivery consultant could take the 2mins to give me a ring or reply my email. I don't think I'm being pedantic about it, it's just common courtesy, considering we're buying one of their flagship cars!!

It was pretty funny, the sales guy used the line that "I'll look after you so that when you're mates want to buy cars they can come and see me.." at least I know now to tell them who NOT to see...

Anyway.. the weekends here, and all's good!

[Spec B Wgn]

you need to escalate your enquiry until you get a decent response that satisfies you...

keep escalating it and naming all the people whom havent helped you get resolution..

Anyone got Nick Seniors mobile number...

I agree, but it shouldn't have to come to that surely. The rego thing i wasn't that worried about, but the question about the 5k service was fairly simple, yet neither the sales guy nor the delivery consultant could take the 2mins to give me a ring or reply my email. I don't think I'm being pedantic about it, it's just common courtesy, considering we're buying one of their flagship cars!!

It was pretty funny, the sales guy used the line that "I'll look after you so that when you're mates want to buy cars they can come and see me.." at least I know now to tell them who NOT to see...

Anyway.. the weekends here, and all's good!

hey we are with you on this one .. Your'e not being pedantic at all..

i work in customer relations.... & unless you make a report and let people know you arent happy then they will continue to go along thinking everything is ok...

imagine if 5 people have had the same problem as you but no-one has ever had resolution or thought about making a complaint to improve the process.

The first person who does will make it easy for the rest of us who may suffer the same feat if the problem isnt advised to them.

[onnzo]

i got my 2.oL delivered with 68K's on the odo then 3 days later drove it to coffs... of course on the way there got the MOTHER of all stone chips on my bonnet (5mm across) so i know how you feel.
adam

On the first day I got a carpark ding, 3rd day I copped about 8 stonechips (2 big ones on the bonnet the rest scattered over the left and right fenders) and a chipped/cracked windscreen as well!

Ahh well insurance will replace the windscreen, at least, and the stonechips/dings were bound to happen sooner or later.

Hope that makes you feel better

Mike