Skoda Customer's Service Concept?

Dieses Thema im Forum "Skoda Fabia I Forum" wurde erstellt von msantana, 06.04.2004.

  1. #1 msantana, 06.04.2004
    msantana

    msantana Guest

    Hi All,
    I just suscribe to this forum to share my recent " not to good" experience dealing with Skoda.

    I'll copy our e-mails comunications....and you be the judge.

    My problem still perding of solution and just hope with this thead that perhaps one of you can address me with someone inside Skoda that can help me out to solve this issue in the right way.

    Regards,

    Miguel.-

    +++++++++++++++++++++++++++++
    Original Message -----
    From: Miguel Santana (Cargo Conn.)
    To: info@skoda-auto.cz
    Cc: Ingrid Nadal
    Sent: Monday, March 15, 2004 6:27 PM
    Subject: Need your kind help with a Fabia Sedan 2002

    Dear Sirs,
    My name is Miguel Santana, from the Dominican Republic.
    On December 2002 I bought 2 Skoda Octavia Combi TDI, and one month later bought a Fabia Sedan (Mrs. Ingrid Nadal ingrid.nadal@peraviamotors.com , from Skoda Sales Department locally can confirm that)
    This morning local time I send my Fabia to have some service at the local's workshop distributor Peravia Motors, because the air conditionate was not working properly ( Order Number 57974)
    They informed to me that the air conditioned compressor have one part damage and need to be change completely.
    I just have 1 year + almost 2 months with this Fabia, which is to soon to have a part like the A/C Compressor failing...in a car that still new with less the 15,000.00 Kms.
    So, I would like to have your support on this matter. Peravia Motors ( local distributor) need your authorization to replace with a new part with no charge to me. They are willing to help me, but this is up to you.
    I will copy them this e-mail.
    Thanks in advance for supporting me as your client. Is not possible to start having problems with a new car so soon.
    Kind Regards,
    Miguel Santana
    Dominican Republic.
    ++++++++++++++++++++++++

    ----- Original Message -----
    From: Miguel Santana (Cargo Conn.)
    To: info@skoda-auto.cz
    Cc: frank.nadal@peraviamotors.com
    Sent: Tuesday, March 16, 2004 10:50 AM
    Subject: Re: Need your kind help with a Fabia Sedan 2002

    Dear Sirs:
    Please acknowledge received of this e-mail and also send it to the proper persons to assist this matter.
    A few friends told me yesterdays that others persons they know, had has the same problem than me with their Skodas.
    In order to make things easier, bellow are the information related to local Skoda distributor. Mrs. Ingrid Nadal from Peravia Motors is out on vacation now. You may contact Mr. Frank Nadal at frank.nadal@peraviamotors.com , which is also in the "cc list".
    When I decided to invest my money buying 3 Skodas, I did it for 2 basic reasons: The good quality service and friendship of the people I know inside Peravia Motors and secons, the trust in Skoda brand. Please....help me to support you.
    Regards,
    Miguel Santana+++++++++++++++++++++++++
    THEIR FIRST RESPOND:

    ----- Original Message -----
    From: Tomsu, Ondrej
    To: 'MSANTANA@CARGOCON.NET'
    Cc: Wiegel, Christian (VWGLA) ; 'frank.nadal@peraviamotors.com' ; 'ingrid.nadal@peraviamotors.com'
    Sent: Wednesday, March 17, 2004 5:20 AM
    Subject: RE: Need your kind help with a Fabia Sedan 2002

    Dear Mr. Santana ,

    thank you for your email sent to our mailbox.
    We are sorry to hear about the difficulties with your Skoda Fabia you have mentioned in your email.

    However, concerning your request, we are sorry to inform you that we can neither judge nor solve any complaints especially not the technical problems because we are unable to check the technical conditions of the car and we do not have enough of required information to do so .
    Nevertheless, all the above-mentioned tasks are fully in the competence of your official Skoda dealer/importer. Regarding the warranty conditions and the possibility of any discount for the repair may be decided by the dealer/importer as well or they certainly know the relevant procedure whom to contact in our company.

    We hope that the final result will fully satisfy you.

    With best regards,

    Ondrej Tomsu
    Customer Care
    +++++++++++++++++++++++++++
    MY RESPOND TO THEM

    [
    Code:
    COLOR=blue]----- Original Message ----- 
    From: Miguel Santana (Cargo Conn.) 
    To: Tomsu, Ondrej 
    Cc: Wiegel, Christian (VWGLA) ; [EMAIL]frank.nadal@peraviamotors.com[/EMAIL] ; [EMAIL]ingrid.nadal@peraviamotors.com[/EMAIL] 
    Sent: Wednesday, March 17, 2004 11:10 AM
    Subject: Re: Need your kind help with a Fabia Sedan 2002
    
    
    Dear Mr. Tomsu,
    
    First I would like to thanks you for responding my request.
    
    I undestand that you do not have the way by your self to determinate the technical conditions of the car, and that's why I copied my message to your local representative. They can tell you with full details about those issues. 
    
    I'm expecting that Skoda handle this as a team along with their local partners....they are your "ears and eyes" in our country, so at this point any decision should come as a result of a consensus of both parties in front of me, your client that decided a year ago the put my trust and money in your brand and services.
    
    I got 1 year guarantee when bought the car, and even the year expired almost 2 month ago, and knowing the well conditions of my car, is unacceptable that a part like the air compressor from the A/C system stop working, which obviously makes anyone doubt about the quality issue here.
    
    Your local partner, Peravia Motors, is willing to help me on this matter, they are doing a great job, and as a matter of fact I believe they sent an e-mail to the factory including a picture of the compressor's damage piece. It seems that is only an small piece of the compressor ( like a relay switch...) that is not functioning, but you don't provided separate.
    
    It was my decision to send you and e-mail. I'm not the kind of person who likes to seat and wait if I also have the chance of doing something, been useful.
    
    Anyway, I'm just trying to appeal to Skoda sense of customer service. I'm sure that you in my position will think the same. Sometime sticking to the " company's manual" is not the best option, like in this matter now.
    
    I like to have peace of mind when driving a car, and that's why I bought new cars. Now my concern is " what's new problem could arise next?" Should I sell my cars an run to other brand? Hope not.
    
    I found some interesting phrases in Skoda's web site:
    
    --------------------------------------------------------------------------------
    
    [URL]http://www.skoda-auto.com/company/perspective/[/URL]
    
    We focus on people and their needs
    Our customers can be sure always to get an adequate value for their money: reliable, technically advanced automobiles, original in design, and fully comparable in parameters as well as user properties with our competitors products
    
    ...Creativity, fairness, quality, reliability, openness, and serious attitude to relations with customers and the public - these are the primary virtues of the `koda brand at the present and will continue to be in the future
    
    --------------------------------------------------------------------------------
    
    Please, be kind sending this message to the persons inside Skoda that works on this type of problems. Don't live me alone now..... and "focus on people and their needs" ....and support your local partner so they can keep your brand to the level they had taken it.
    
    
    Kind Regards,
    
    Miguel Santana[/COLOR]+++++++++++++++++++++++
    
    
    ----- Original Message ----- 
    From: Miguel Santana 
    To: Tomsu, Ondrej 
    Cc: Wiegel, Christian (VWGLA) ; [EMAIL]diva.gomez@peraviamotors.com[/EMAIL] ; Ingrid Nadal ; [EMAIL]frank.nadal@peraviamotors.com[/EMAIL] ; [EMAIL]elmes.pereyra@peraviamotors.com[/EMAIL] 
    Sent: Thursday, March 25, 2004 9:51 AM
    Subject: Re: Need your kind help with a Fabia Sedan 2002
    
    
    Dear Mr. Tomsu,
    
    I do not understand the needs of Skoda to spend 10 days without giving me an answer on this matter. 
    A company like Skoda is suppose to have a big structure to support customer services, right? At least in the web site Skoda is putting a lot of emphasis in "customer needs"....so?
    Believe me, this situation is completely unpleasant, and much more if the weather in our country have 35~37 degrees Celsius (hot!) and the person driving that car is my wife. Also, is not safe to have a woman driving with the car's windows down due to the criminal situation down here.
    So, if Skoda is not willing to understand this matter, please have someone, at least, to say it, so I can go to buy with my money a brand new Bosch A/C compressor....Yes a Bosh, because if Skoda is not willing to support me, why should I keep supporting Skoda? Next step will be to sell all 3 cars.
    
    Regards,
    
    Miguel Santana
    Dominican Republic. 
    +++++++++++++++++++++++++
    
    ----- Original Message ----- 
    From: Tomsu, Ondrej 
    To: 'Miguel Santana' 
    Cc: 'ingrid.nadal@peraviamotors.com' ; [EMAIL]frank.nadal@peraviamotors.com[/EMAIL] ; [EMAIL]elmes.pereyra@peraviamotors.com[/EMAIL] ; 'Diva Gomez' ; Wiegel, Christian (VWGLA) 
    Sent: Friday, March 26, 2004 7:45 AM
    Subject: RE: Need your kind help with a Fabia Sedan 2002
    
    
    Dear Mr. Santana,
    
    as I have already informed you, Skoda Auto company is a production factory which is unable to solve any technical problems via email.
    
    There are official Skoda dealers and importers who are capable to consider themselves with the customers complaints and they are trying to satisfy
    our customers as much as possible.
    
    I completely understand your discontent about the current situation (driving the car in hot weather without the aircondition) and I would like to assure
    you that I have already communicated with my colleagues from Peravia and they will certainly do their best to solve your matter as quickly as possible.
    
    Thank you for your kind understanding.
    
    Best regards,
    
    Ondrej Tomsu
    Customer Care
    
    +++++++++++++++++++++++++
    
    ----- Original Message ----- 
    From: Miguel Santana 
    To: Tomsu, Ondrej 
    Cc: [EMAIL]ingrid.nadal@peraviamotors.com[/EMAIL] ; [EMAIL]frank.nadal@peraviamotors.com[/EMAIL] ; [EMAIL]elmes.pereyra@peraviamotors.com[/EMAIL] ; 'Diva Gomez' ; Wiegel, Christian (VWGLA) 
    Sent: Friday, March 26, 2004 8:57 AM
    Subject: Re: Need your kind help with a Fabia Sedan 2002
    
    Dear Mr. Tomsu,
    Yesterday I got an e-mail from Peravia Motors.
    My car's problem in on its way of solution.
    Thanks for you understanding, and hope this experience helps to develop a faster channel of communication and a better team work & support between Skoda and your local partners. As a customer I'll appreciate it.
    Kind Regards,
    Miguel Santana 
    ++++++++++++++++++++++++++++
    
    ----- Original Message ----- 
    From: Miguel Santana 
    To: Tomsu, Ondrej 
    Cc: [EMAIL]ingrid.nadal@peraviamotors.com[/EMAIL] ; [EMAIL]frank.nadal@peraviamotors.com[/EMAIL] ; [EMAIL]elmes.pereyra@peraviamotors.com[/EMAIL] ; 'Diva Gomez' ; Wiegel, Christian (VWGLA) 
    Sent: Monday, April 05, 2004 11:09 AM
    Subject: Re: Need your kind help with a Fabia Sedan 2002
    
    
    ATT.: 
    Mr. Tomsu
    Mr. Wiegel
    
    We'll....what's seems to be on its way of solution is been delayed for eternity.
    I been informed that the factory had request a few A/C compressors to be shipped to them to determinate where the problem is and in the mean time, I'm carrying with my car's problem.
    Can someone do something about it....? What is need to be done? I just need a simple order from anyone in the factory of someplace else authorizing Peravia to replace the damage part.- 
    Do you think is logical that I'll have to wait IF at the end the intentions are to replace my part?
    Where is the "We focus on people and their needs" phrase from your adds in the internet?
    I'm going to bring this up to any forum I can find in the internet to share this experience with everyone....is simple amazing.
    
    Regards,
    
    Miguel
     
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  3. #2 msantana, 06.04.2004
    msantana

    msantana Guest

    Good Morning All.
    See the latest...and judge.

    Besides, It is fair from me to say that local representative of Skoda in my country do have a excelente concept of customer service. In my point of view the problem is over sees, and perhaps is not a company problem....I have the feeling tha the problem is the way some people interpretate inside their heads the company's politics....perhaps.

    Any ideas of where can I make contact inside Skoda to discuss this?

    Regards & Enjoy:

    ----- Original Message -----
    From: Tomsu, Ondrej
    To: 'Miguel Santana'
    Cc: 'ingrid.nadal@peraviamotors.com' ; 'frank.nadal@peraviamotors.com' ; 'elmes.pereyra@peraviamotors.com' ; 'diva.gomez@peraviamotors.com' ; Wiegel, Christian (VWGLA)
    Sent: Tuesday, April 06, 2004 3:22 AM
    Subject: RE: Need your kind help with a Fabia Sedan 2002


    Dear Mr. Santana,

    thank you for your email.

    I would like to assure you that shipping the damaged parts of the car to the main factory for further
    inspection is an usual procedure.

    Please understand that this step is necessary for any further progress because as we all know
    your car is already out of warranty. Regarding this fact we would like to point out that any possible
    faults which may appear after the warranty period are in general always paid by the customer and
    this is a regular procedure which is same for all the products and companies worldwide.

    On the other hand, we may agree that not each of those possible faults is caused by the customer
    or inappropriate way of using or driving the car. In such case we, as a production company, or your official
    dealer/importer may consider more favourable solution for the customer. However, to determine the causes of damage our specialists need to examine the relevant parts.

    Of course, if you demand to purchase the necessary part and pay for it - which is obvious and logical since the car is out of the warranty - there is certainly no problem to do that by the Peravia Motors who may then repair your car, of course, again fully on your own costs.

    In conclusion, I would like to warn you, that our mutual correspondence is definitely not assigned to be published in any way and posting my replies (or replies of my colleagues) at various web forums may have legal impact as we have not allowed you to publish or provide third subjects with our contact details (names, email addresses etc.) and this could result as a violation of law for legal protections for personal
    data. Also, I would like to assure you that keeping posting such comments will not speed up solving
    your problem.

    Please understand that we are interested in solving your problem to your full satisfaction but we also
    need time to be able to do that.

    Regards,

    Ondrej Tomsu
    Customer Care
    +++++++++++++++++++++++++++++++++++++++

    MY LAST REPLY TO THIS GUY:

    ----- Original Message -----
    From: Miguel Santana
    To: Tomsu, Ondrej
    Cc: ingrid.nadal@peraviamotors.com ; frank.nadal@peraviamotors.com ; elmes.pereyra@peraviamotors.com ; diva.gomez@peraviamotors.com ; Wiegel, Christian (VWGLA)
    Sent: Tuesday, April 06, 2004 9:42 AM
    Subject: Re: Need your kind help with a Fabia Sedan 2002


    Mr. Tomsu,

    Shipping the damage part to the factory is a logical perform for the factory analyze and develop a better quality part for the future.

    What is not logical at all, under a customer service view, is that you put me to wait for all that internal process, and much more, it reflex a SERIOUS problem because you are not taking into consideration Peravia Motor's roll representing Skoda down here. Peravia is your partner for our country with expert people working in the car shop, I guess most of them trained directly by Skoda. So what's the point in putting me to wait? My car's A/C compressor is not the first in showing the same problem. So what the point?

    Also, there is no need that you remain me my car is out of warranty, and further more that the normal thing to do here is that I pay for all a forget about this issue.

    Worse more ( a lot! ), there is no need that you warned me with legal stuff to keep my mouth shot. I AM your customer and I do deserve respect from you. You have no right to threat me for posting in any forum this situation.

    I do believe you are not acting in best interest of Skoda with such statements. I resist to accept that Skoda company's perspective is represented by you and because of that I will not address to you any more comunications.

    Miguel Santana
    C U S T O M E R
     
  4. #3 msantana, 07.04.2004
    msantana

    msantana Guest

    Without your kind replies I can not optain a reaction from Skoda. So please take a few minutes to state your opinion about this. You do not have to be agree with me.
    Thanks all,
    Migue
     
  5. 6Y

    6Y Guest

    You are out of guarantee an you car ist defintely not new after 15.000 km. So you pay, what the hell ist the big deal?

    If your importer does not react, Škoda as the manufacturer can't do anything about it. It ist up to the importer to decide if you get charged or not. So it is in Germany. Complaining in the Czech Republic won't help.

    You bought a car, that does not make you God and you should not expect everyone at Škoda falling on their knees for you.
     
  6. #5 msantana, 08.04.2004
    msantana

    msantana Guest

    As a matter of fact I bougt 3 Skoda Cars ( 2 Octavias Combi 1.9 TDI and 1 Fabia 1.4 Sedan, all 3 models of 2003), and of course that's not make me fell like God or anything similar....perhaps I been putting a lot of heart in this :keineahnung:

    A car should not start giving such a problems at 15,000 KM. I just want Skoda to replace my Fabia's part...and after all this to improve their customer care department.

    Besides, is not the first Fabia in our country showing exactly the same problem, and the factory know it.

    Thanks,

    Miguel
     
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  8. #6 marcelh, 08.04.2004
    marcelh

    marcelh Guest

    According to my experience companies selling cars are interested in their customer only untill they receive the full payment for the car. Afterwards they don´t seem to care much - no matter whether you buy one, two or five cars - the only exception perhaps being large companies with which there is a chance that they will come back and buy even more cars - a lot of cars. This does not hold true only for Skoda - my (or my firends´)experience was the same also with Renault, Citroen, Fiat or Volkswagen. The service people deceive as well - it happened a lot of times to my friends that after having thier car checked during the regular check-up they discovered that the mechanic did not in fact change all the parts invoiced, or he did not change the oil, etc. Again, this is not just an issue of Skoda. As for the discount you would like to recieve for the faulty part - for all I know the amount of the discount always depends on the willingness of the particular service. I think if they were fair, they would have changed your part free of charge - since you bought three cars from them. The reality, unfortunatelly, is usually different. Here is what happened to me: my windshield wipers stopped working on the 366th day since I bought the car - i.e. just one day after my warranty period ended. The mechanic looked at the car and said I would have to pay roughly 120 dollars for the repair - no discusson about a discount, not to speak about a free replacement. So I went to another service and they were able to remove the problem for just about 12 dollars. My advice to you would be - if the service is not willing to change the part for free, try to negotiate a discount, and if that doesn´t work buy the part yourself and continue arguing with them later - it must be horrible down ther without A/C. And if nothing works try to find a different service - it does not necessarily have to be a Skoda brand service - often a private mechanic somewhere in a garage is able to do a better and much cheaper job than the Skoda service. That´s how I do it.
     
  9. #7 msantana, 14.04.2004
    msantana

    msantana Guest

    Friends,
    Last Monday the local representative from Skoda called me to inform that the factory gave them green light to solve at no charge my A/C compressor car's problem.
    Yesterday the new compressor was intalled.
    I sent them a thanks letter and told them that for sure something good could be learn from this experience.

    Marcel,
    The way some manufacturer handles their customer care departments after a car is been sold, somehow if our fault as customers.
    Sometime we need to take the time to demand for what we think is the right thing to do, as I did with Skoda.
    Also the customer care concept may vary from one country to another. I know for sure that in United Stated solving this problem takes minutes. Down here in my country Skodas people were willing to help me, but the decition was up to the factory. At the end, a German gentleman from VW in Miami seems to be the person who solve this as soon he was informed....he is the Vice President for Latin America....wao.

    I'm glad all this came to an end. I really like my Skoda's cars. I personally drive the Octavia 1.9 TDI....and look forward in the future to go for the Superv :hoch:.

    Lets see how customer care are improve till then....

    Thanks all,

    Miguel Santana
    :gruenwink:









    Regards to all,
    Miguel Santana
     
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Skoda Customer's Service Concept?

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