Nev's home - an update on feedback from our dealer!

Glad everything got sorted, was the brake problem caused by sticking handbrake cables, as I alluded to on fbas being my problem. I have a copy of the service item list from a 'dealership' and the only extra in a major service is check sparkplugs, engine flush, and check tracking. Gearbox oil is only changed by request. No reason to remove engine sump.

Hi. Not sure about brakes although ray c said it could be caused by driving with hand brake on.

Yes I too have the 'list'. I can't see how so much degeneration could take place with so few journeys.

Glad nev is back to full health
First comment , in anticipation of an inevitable towing event at some point , we hand the brand team fit a tow hook. Obviously that will be a stress reliever.
Second comment . The more you hear about dealerships and failures soon after that should/arguably should have been detected,the more I think its better to get work done at the smaller independent places like brand.
Anyway good news that it's behind you

Just for arguments sake the sump leaking could happen after service, the tyres could also have happened after service was pressure correct before journey however was garage's recommended pressure correct? The brake shoes for me should have been noticed at the last service. The wheels should have been removed in order to remove the drums to enable shoes to be inspected as well as wheel cylinders. The person removing the wheel would hopefully have noticed any issue that was present with the tyre and the shoes would at the very least show signs of uneven wear if not more damage. Which both point to incorrect adjustment at a previous point/service. Might handbrake cables been adjusted rather than at the backing plate in order to pass an MOT?

I had a discussion with PB post this incident and he routinely checks the sump nuts on the 1.4s. It's a known characteristic of the engine that they can work loose.

For me. I have lost trust, sadly, with the dealership we bought Neville from. I know nothing about mechanics so have to trust in the people I pay a lot of money to regularly to ensure the vehicle is safe.

Had we driven thousands of km since the service, been reckless etc then fair enough. But 4 or 5 straight forward journeys I don't think should have resulted in this weeks findings.

So. I'm glad it's sorted. I'm glad we're safe.

I am in friendly and hopefully helpful discussion with the new man at the dealership. I think it's sad that they have a poor reputation for customer service and after care. I will update you on any outcomes.

I would however say to those of you solely using this dealer to please be aware and def get a tow hitch fitted.

Also having had a trite response to my complaint to the RAC think about an alternative roadside provider.

However if you need a tow truck - EGERTONS - we're fab

Now. Next adventure off tomorrow to pick up Eric

Als wrote:

Next adventure off tomorrow to pick up Eric

Very envious - will we see Eric next weekend?

Well I wouldn't like to tempt fate after this week but hopefully

Als wrote:

Well I wouldn't like to tempt fate after this week but hopefully

Cool

Als wrote:

and def get a tow hitch fitted.

Paul fitted ours last year

P.

I've said this before and I'll say it again. It's what organisations do after an error occurs that really matters.

All service industries are reliant on people and, inevitably, people can make mistakes - I definitely know I have done in the past. Owning up to mistakes and rectifying them is so important, if you're going to regain trust. My team in the office know that I fervently believe that we can have a stronger business relationship with a client post-error, than we did before, if we deal with any issues properly and make things rght without delay.

The companies with justifiably bad reputations are those who refuse to accept their errors and try to bluster their way through. These are often "one sale" businesses such as house builders, hotels, etc, who know that there will be no long term relationship with you as a customer. Car dealers (and servicers, in particular) certainly shouldn't fall into this category, especially in the small world that is Brazilian VW land!

As you all know, we've had our van serviced at the same dealer since we bought her in 2011. Not everything has gone as planned, but everytime there's been an issue they've sorted things out promptly and entirely to my satisfaction. I'm not here to defend them - they can do that for themselves - simply to put another viewpoint.

Would I be annoyed, if I was you, Als? Absolutely, I would. Would I let them have a chance to sort things out? Almost certainly, I think, but I'd understand if you jumped ship, although how you'd feel if one of your teaching staff let you down and you weren't allowed to put things right, I'm not sure.

The main thing is your safe and Neville is back on the road. Eric loads amazing - can't wait to see him.

I have just been reading about the exploits with Neville, glad back safely. Can I ask where you purchased the tow hitch for front, to avoid front beams being towed?

Our bus is currently having first 1000 mile service with Brand Autos and they will fit if I supply. Any recommendations please of where to purchase?

Thanks.

I purchased one from Ebay and Paul welded it to the front. I was like this if I remember correctly -
Towing Eye

ours was fitted at Danbury

Thanks both for responding and the link on eBay - very appreciated.

Yep eBay is your friend for one of those tow hooks. You could probably even get one in a matching colour.

Sadly (!!) I was just looking for a green one!!!!

Living The Dream wrote:

Sadly (!!) I was just looking for a green one!!!!

You're in good company here!

I'm surprised that no one mentioned the fact that the tyres you have have fitted are only suitable for a car and you really need commercial tyres. You would not have any problems then. oil leaks happen no big deal - you could just keep topping up until you can sort it out.

does the coloured one have to be welded - or will it bolt on - where is it best fitted under the front of the van (lowered and rhd with Danbury-fitted power steering)?
Mark

Morning all, I would like to update you with the really great outcome from my conversations with the dealer we purchased Neville from as a response to all of the issues listed above.

There is a new man in post as Head of Operations - Jonathan Williams - I have had long and really constructive conversations with him over the last couple of weeks.

He seems exceptionally customer focused and really wiling to listen, make changes and take responsibility and accountability when things go wrong.

We have discussed changes to current servicing practices.

We have talked about how the customer service, post purchase can be improved.

And

For us, in this particular instance, have reached a mutual conclusion that will mean we will return to Danbury for our next service at least.

I have been informed that another appointment has been made - not sure of title. - but someone in charge of making the post sales experience better for everyone.

Sally,on the desk, continues to be helpful.

So, jj123vw, if you read this - I'm ny opinion, you have made a great appointment in Jonathan and we will see you in July.
Thankyou

Great conclusion. It's good to talk

That's a great post, Angela and very reassuring for all of us who use Danbury.

Good stuff!

Good news that you are happy ALS and yes Jonathan is a great addition to our team. See you soon