Seat Set Service Pricing. Or Not?

[ben301281]

Ever noticed what it say's on the service price board? Seat Set Pricing?

After recently enquiring about getting my 20k service on my Leon Cupra I have noticed some dramatic changes in pricing from £154 to £299. I'm sure you all aware of this and there are plenty of threads stating it but lets try and do something about it!!!

Please read my email correspondence with Seat (and note they don't seem to care) if you've had a similar problem follow this link (It takes 2 minutes):

http://www.bbc.co.uk/watchdog/contact

Email as follows:

Dear Mr Jonas

Thank you for your further email of 31st August 2004. We apologise for the delay in responding.

We would like to apologise if you feel your enquiry was not answered to your satisfaction. We have spoken to our Technical Department in an attempt to clarify matters. Following your comments we can confirm that the requirement for the 20,000 mile service is for the engine oil to be changed, oil filter renewed and the replacement of the filter cartridge in the pollen filter.
Further to this other parts may need replacing which becomes evident when the service is carried out.

We would like to reiterate that we only stipulate the time for each task.
Although we understand your comments as our dealerships are independently owned entities they are in control of the prices quoted. As an independent organisation it would be inappropriate for us to comment on the literature our dealerships have on display. Pleased be assured that your concerns have been noted with regards to the difference in pricing, we are sorry we are unable to assist you further.

If you have any further concerns please do not hesitate to contact us again by calling our Freephone Customer Care Line 0500 222222 during our office hours of 8.00am - 6.00pm Monday to Friday and 9.00am - 1.00pm Saturdays.

Kind Regards

SEAT UK Customer Service Centre




-----Original Message-----
From: Jonas, Ben, VF UK [mailto:Ben.Jonas@gb.vodafone.co.uk]
Sent: 31 August 2004 14:16
To: Seat Customer Service Centre
Subject: RE: 69666


Thanks for your reply. I understand what you're saying but it still doesn't
add up. Please read me original email. You set 1.6 hours for the 20K
service. Newbury Seat charge £66 per hour so 1.6 X 66 equals £105.60 in
labour so that must mean that parts must cost £195 (which I know they don't)
to make up the £299 asking price?!? Basically they are ripping people off by
£100. Newbury Seat where unable to explain where my extra £100 was going.

I visited Newbury Seat today to get some minor warranty work booked in and I
noticed the service price board says "Seat set servicing price list". This
annoyed me as it's not set at all and I know I can get the same service £100
cheaper 35 miles away. This should not be the case!

I would like someone to explain to me why the service board says "set
pricing" and where the extra £100 is going please. This is Newbury Seat and
Emma Green Seat.

PS - I had my 20k service done at Camberley Seat on Saturday. I was very
pleased by the service.

-----Original Message-----
From: Seat Customer Service Centre [mailto:seatcustomercare@seatcars.co.uk]
Sent: 27 August 2004 15:58
To: Jonas, Ben, VF UK
Subject: FW: 69666


Dear Mr Jonas

Thank you for your email of 25th August 2004, which is addressed to Kevin
James our Managing Director. Mr James has passed your letter to our Customer
Care Department. We are fully committed to resolving all customer issues and
responsibility for this aspect of our business is fully attended to from
here.

We are disappointed to hear that you are frustrated due to the charges
quoted for a service by your dealership. SEAT UK has no influence on the
pricing of the labour charged by each dealership, although we do stipulate
the time needed to perform each task. The pricing reflects local situations
and competition. Naturally the dealerships are aware of the need to be
competitive so as to increase their market penetration. Although we
understand your disappointment, we would like to assure you that all of our
dealerships aim to repair and service vehicles as quickly and as efficiently
as possible with minimum costs for the customer.

Please accept our sincere apologies for your dissatisfaction, we have taken
the liberty of forwarding your email onto our After Sales Manager for his
information.

Should you wish to discuss these matters further please do not hesitate to
contact us again by calling our Freephone Customer Care Line 0500 222222
during our office hours of 8.00am - 6.00pm Monday to Friday and 9.00am -
1.00pm Saturdays.

Kind Regards

SEAT Customer Service Centre


-----Original Message-----
From: Jonas, Ben, VF UK [mailto:Ben.Jonas@gb.vodafone.co.uk]
Sent: 25 August 2004 12:15
To: kevin.james@seat.co.uk; kevin.james@seat.com
Subject: [Maybe Spam] 20K service £299 - Newbury



Hello Kevin,



Please can you help.



I'm having a few issues with Seat Newbury's servicing department. They want
to charge £299 for a 20K service on my 1.8t Leon Cupra (2003/52). Camberly
Seat which is over an hour away from me however want to charge £195. I have
been in contact with someone in Seat UK HQ and they say you set a timescale
for services but the branch can charge what they want for labour per hour.
The 20K comes in at 1.6 hours according to the very helpful man I spoke to.
Seat Newbury claim they charge £66 per hour which is £105.60 for a 1.6 hour
service. So wheres the remaining £194 going? Oil, oil filter, air filter and
a pollen filter costs £194?!!? I don't think so. It's seems to me some of
your garages are over charging by as much as £100 maybe more!


I'm sure you can see my concern. I'm very pleased with my Seat but having to
drive so far for service just because my local branch are overcharging is
getting me down!


Ben Jonas

Newbury.



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[ady]

That's disgraceful, from Seat UK's response it seems that they are willing to allow their dealers to upset customers.

I'd be inclined to write to the MD again and copy in Dr. Andreas Schleef, make him aware you are still unhappy and have not received a satisfactory explanation.

[andy_tech]

Glad to hear you also avoided Emmer Green Seat near Reading, they are overpriced - £300 for my 40k service, very little was done and it was rushed.
Now it is out of warranty I do work on my car or take it to local independant garage.

All letters sent to Seat MD Kevin James are read and answered by Customer 'Services' Department. Who miss the point and are unhelpful to say the least.

I'm sure they have a set reply letter template, goes something like this :

I'm sorry to hear your problem.
Blah, blah, blah
Sorry we cannot be of any further help / Provide any contribution to the repair.
Please phone us if you require any further help.

[ben301281]

Pleased to here others are conserned too. Too be honest i'm not usually much of a complainer but I'm gonna take this one further. I'v got my car booked in for some minor warrenty work on Monday at Newbury they can't really get it wrong (loose engine cover, loose stereo). I think I will take it to camberly from now on though as Newburys service managers attitude just stinks and they hav'nt done anything yet! You know when you just get that gut feeling there going to be crap??? We'll see how it goes.