Lakeside EAG Essex Auto Group

[TDI-FR]

Morning everyone,

just had a waterpump fail on my ibiza, called seat assistance on the tuesday 24th jan after waking up before going to work (work nights) as i went to put screen wash in to find the coolant expansion tank was empty/run dry. (previous night on a short drive it warmed up and temp dropped but was already home before any damage was caused)

anyway called seat assistant out and the guy from the aa confirmed it was the pump, they sorted me a car from enterprise as it was too late. then next morning after work i arranged both with Lakeside EAG and seat assistance for the car to be taken into them.

(the next available date with a courtesy car was the thursday 26th jan, which was when it was taken in)

they had the car for a week each time i had to call, for the progess of my car and saturday 4th feb i went straight from work (work in herts borehamwood and live in hainault essex) to pick up the car. i asked prior to leaving the dealership for a invoice or job sheet to show both waterpump and cambelt has been done. dont have a invoice but heres a letter stating whats done ' waterpump on warranty' theres no proof or indication of the belt being done even though on the phone it was confirmed it would be.

then opened up the bonnet before leaving the dealership to find the coolant expansion tank wasnt even a quarter full.

drove it a 100meters from overflow carpark to dealership to tell them whats going on, technician that worked on my car gave me a excuse its a air lock in the system (isnt that why you run the car and then top up as neccessary) i asked why is the belt still noisy ' o its your auxilliary belt' right so how much is that going to cost??? bearing in mind its still under warranty.

also i asked if they could adjust/tighten the shifter as its slightly slack (from use as most do) i was replied with we couldnt find a problem with your gearbox (i never said there was)

the icing on the cake was that the technician that worked on my car said (gods honest truth and i swear on my mothers life) 'im not experienced with vag cars' also 'ive been here for a week and a half'

ive called the seat customer services department to make a complaint, as ive got 2 years free servicing and ive arranged a different seat dealer (cmc harlow) to carry out the service and even they've told me please let us know if the belt has been done as we will be reluctant to do the mot/emissions test if it hasnt been done as its due for a belt change.

not happy, My first seat which i pay finance on and get treated like this at a main dealer.

also for losing the amount of sleep due to work 6 nights during the the problem running around and calling/chasing.


kind regards

bhavin

[EssexAutoGroup]

We are very sorry to read that the service you recently experienced at our SEAT dealership in Lakeside was not to the standard you expected, and we apologise for the inconvenience this may have caused.

We would like the opportunity to discuss the issues further and also give you a free vehicle health check to ensure peace of mind for both you and ourselves.

Please contact our customer care department on customercare@essexautogroup.com or call our customer relationship manager on 01268 220078.

Many thanks
Matt Brown
Group Marketing Director
Essex Auto Group

[TDI-FR]

Originally Posted by EssexAutoGroup

We are very sorry to read that the service you recently experienced at our SEAT dealership in Lakeside was not to the standard you expected, and we apologise for the inconvenience this may have caused.

We would like the opportunity to discuss the issues further and also give you a free vehicle health check to ensure peace of mind for both you and ourselves.

Please contact our customer care department on customercare@essexautogroup.com or call our customer relationship manager on 01268 220078.

Many thanks
Matt Brown
Group Marketing Director
Essex Auto Group

keeps going to voicemail/answer machine

[TDI-FR]

Just to add, I spoke to the customer relationship manager, which felt like there was some understanding and that what I have mentioned/ put down on here was not exaggerated. Also spoke to the service manager, which I thought was very helpful and was nice enough to give me her 61 Plate Leon Fr while the service and mot was done on my ibiza.

Do feel that the poor service at the start was made up for and in general alot happier, just hope i dont get any more problems with the car.

kind regards and thanks

bhavin

[Rob66]

You will love the car. The dealership is fairly new hopefully they will get better in the future.

I currently drive 210mile return trip to Robinsons in Lowestoft to get my LEON serviced as they always do a cracking job, there is no issue with a courtesy car and the overall level of customer care is first rate (me and my GF are on our 3rd car from them).

I will hopefully try EAG at some point as it would save me a 180mile trip. I popped in there the other Saturday to look at a Cupra R and the guy was pleasant enough but knew almost nothing about the car which didn't fill me with confidence. As i say i am sure they will get better, and top marks to Matt for replying on here.

R

[EssexAutoGroup]

Hi Rob,

We would be very pleased to service your vehicle and aim to ensure you receive the great level of service and care you are already enjoying, especially if it means saving you such a long journey!

Also, if you let us know when you’re looking to change your car again we would be more than happy to give you a call to discuss your needs if you’re looking to buy a new Seat a little more locally!

Many thanks
Matt Brown
Group Marketing Director
Essex Auto Group