Progressive Parts, performance parts and tuning specialists

Seat Customer Service :o) *Update + resolved*

robdf2 said:
HAHAHAHAHA just seen what the 10 commitments were , "transparency" being one of them , well i can tell you now this is not what they stick to , in fact i can comment on the remaining 9 , but to be fair to them "mobility" they have always kept me mobile , but with my car in the garagre for 13 weeks on one stint its a good job they did !

btw my sig says it all.
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I have just read it and I am quite amused too. I could get better customer service from a 5 year old. SEAT uk seem to want to hand any issue back to the dealer even if the dealer has no idea!! As and when I write my eamail I shall put te quote above in as well.

I had corrosion on disks on an E46 3 Series BM replaced them FOC also had warped disks and again replace under warranty FOC!!! THe centre caps on my last 1 Series had mild corrosion on 2 of them they replaced all of them FOC!!! I had printouts for my exact order and was chcked by the dealer 2 weeks prior to build to make sure everything was ok.

As said SEAT design a product is very good and we do love the Leon but it is how things are deaslt with when it goes wrong that trully matters and keeps people in the brand. VAG in general are not the best at customer service well less Skoda that seems to care about its customers :confused: Maybe they know something SEAT don't!!!
 
Ahh yes this sounds very familiar. My mum bought herself a new Smart 451 when it first came out and ordered the pretty much essential extra (The glove compartment). Yeh they can be quite sparse hehe. It arrived without this part (they basically just screw down the door for the compartment using self tappers it's not a big job).

We got a very similar email back stating because the part has to be fitted at the time of the car being built Mercedes could not offer the part as a retrofit upgrade. So we sent a nice long complaint letter off to mercedes and they offered us free servicing for first year. Not too bad but I wanted more after all they had sold something that was not the specification as advertised and ordered.

So I was wandering along at the London Motorshow and got chatting to a very lovely lady who asked us how we were finding our new Smart. After telling her what had happened she was absolutely shocked at the appauling customer service (Turns out she was one of the people from the head office).

This made a difference as we were suddenly offered addons and upgrades for free to the car. So we managed to get the chrome pack, the front chrome fogs and some other nice styling addons.

So Im thinking if you can show it was on the original order and you speak to the right person at SEAT it could certainly run in your favour.

Sorry bit off track but it just reminded me of a very similar experience we had had.
 
There was an article in News of the world on Sunday about a guy who had a leon which came wth alloy wheels by mistake and should have been fitted with steel wheels , basicaly the consumer was told he had to pay for the alloys by SEAT but the consumer sdvice was that it was SEATS fault and he has to pay nothing and he can keep the wheels.
I thought a guy on here had this problem? i remember seeing a post about it?.

Well i will be emailing all of the people at SEAT who have their email addy's on here with my problems , see what happens , it cant be worse than the replies i have had already , oh that will be none then lol
 
Yes I have sent a long email to all although Gary Wells was bounced back :confused:

Mr Cellotape will be pleased to know that I am still trying to get the overpayment I made for the car back from M1 Cowboys I mean Auto's lol. Got my wife to phone them today and that has gone into my emal as well now. If SEAT won't play ball it will be letters to WhatCar and Autoexpress!!! :censored:

jezyg said:
Hi,

Not sure who to contact so sent this to yourself and Ricky Elder.

I am sending you an email as we seem to be unable to get any answers to what went wrong with our order for a brand new SEAT Leon.

On October 31st 2009 I placed an order with M1 Auto's London for a new SEAT Leon FR TDi with the convenience pack and Bluetooth. On the 10th November I added the media pack in lieu of the Bluetooth and was to be a Christmas present for my wife as she has always wanted to have built in Sat Nav. I was sent the order form with the correct order details including the media pack on. The dealer assured me it had done the usual order changes and they had gone through. The salesperson Colin King kept me informed of progress although was unable to give a build date until the end of November 2009 due to you having a new ordering system installed.

Sadly 2 days before delivery on the 4th March I received a phone call from Vish the sales manager at M1 Auto's to say the Media pack had not been fitted. I was told the Media pack could not be retrofitted due to different wiring loom and facia. I could either keep the car or order a new one and wait 12 weeks and pay an extra £600 for the privilege of someone else's mistake!! As we had just sold our car we had no choice but to take delivery of the car and were not prepared to pay an extra £600 for a mistake that was not down to us. Also not nice to say I have brought you this for Christmas oh and now you cannot have it. To say my wife was upset would be an under statement.

I have since found out that the wiring loom differs in having a GPS cable and the fascia is a straight swap and a simple DIY plug and play or a professional installer can retrofit it. We have also been waiting for a cheque back to us from the dealer for the overpayment due to the missing Media Pack. The cheque Was promised a week after and we are going towards three weeks now. I phoned last Thursday to remind the dealer they owed us money and still waiting........

I had a brand new Leon Cupra back in 2003 and loved it and came back to the brand after several BMW's and fancied a change and my wife prefers the Leon to our previous 1 Series praise indeed. Customer service was excellent with BMW. To me a measure of a good company is how it deals with problems when things go wrong. I have emailed and sent a letter to Customer Service. Got a standard reply about the wiring loom and no explanation as to why and how our order ended up wrong.

We should of been able to order a new car without the extra £600 charge. I would of been happy if you had just offered me the SEAT Media system either free or at least cost price as a spare and then either I fit it myself or get a professional installer to fit it. With the correct firmware is pretty much plug and play and retrofit of a GPS antenna is very easy. We should not be chasing money back from the dealer nor chasing for an answer as to why it went wrong and an apology would not go a miss either. Mistakes do happen but it is how they are resolved that makes all the difference and backs up a good product. I know it is a busy time for customer service and don't expect an instant resolution but the almost standard reply from customer service was very poor and did nothing to resolve the issues.

Sorry for such a lengthy email but it has put a cloud on the first few weeks of ownership and we feel like now we have got the car nobody seems to care or want to try to find a solution. We still want to have the Media system is the bottom line. Below is the quote from SEAT's own main website and I really don't feel I have been able to count on SEAT 100%.


"Buying a SEAT means trusting in SEAT. Owning a SEAT is a unique experience, even if you aren’t behind the steering wheel. We at SEAT Service® for instance make it our responsibility to ensure your peace of mind and comfort at all times, and to take care of your needs with excellent service right down to the smallest of details. This is where our brand’s 10 commitments to quality come in: So you know that you can count on us 100%. Welcome to SEAT Service®. You do the driving. We take care of the rest. Visit your local SEAT website for information on your country’s commitments. SEAT Service®. Enjoy the road.
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n_d_fox said:
sorry to hear your having problems buddy... hopefully you get some action from the above email.
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Thanks I can only live in hope but have little faith Rick Elder said he has passed my email onto customer care :shrug:
 
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I will eat my carpet if you get a response where they say we will fix it!!!!!

I can actually feel another letter to SEAT UK coming on as they still haven't come back to me concerning the results of them looking at my car 2 weeks ago.

In the meantime I will just continue to see what else fails whilst under warranty...... after all as said by SEAT UK customer services....... "use your warranty that's what it's for".


They didn't say......and we will ignore every email, phone call, letter and make it as difficult as possible to get any sensible response. Although in hindsight they should off.
 
M1 Auto's phoned late last night to say the cheque was in the post finally!! Seems strange to of happened only 6 hours after I sent an email to some head honcho's maybe coincidence maybe not :confused:

So the battle of the Media System is on and we shall see what we shall see. But like Rob I won't give up either as I want to know how an all singing and dancing system (as I had been led to belive) can **** up my order then be expected to pay an extra £600 to re-order for someone elses **** up!!! Nice to get a resolution to our satisfaction but doubt it but an apolgy and explanation of what went wrong would be nice as a minimum!!!

I will go to the press if I have to that is a last resort I shall see what happens in the meantime!!

*Update* SEAT customer service have rang and said they are dealing with my issues and will have a resolution within the next couple of days following my email to the MD so I will keep you posted.
 
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jezyg said:
M1 Auto's phoned late last night to say the cheque was in the post finally!! Seems strange to of happened only 6 hours after I sent an email to some head honcho's maybe coincidence maybe not :confused:

So the battle of the Media System is on and we shall see what we shall see. But like Rob I won't give up either as I want to know how an all singing and dancing system (as I had been led to belive) can **** up my order then be expected to pay an extra £600 to re-order for someone elses **** up!!! Nice to get a resolution to our satisfaction but doubt it but an apolgy and explanation of what went wrong would be nice as a minimum!!!

I will go to the press if I have to that is a last resort I shall see what happens in the meantime!!

*Update* SEAT customer service have rang and said they are dealing with my issues and will have a resolution within the next couple of days following my email to the MD so I will keep you posted.
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i will be emailing him today , with the whole saga of my car , i bet i dont hear though lol

good luck mate and keep us posted :)
 
Final update....It turns out it was M1 Auto's who cocked up the order as added the Media pack on too late???? M1 led me to belive it was Seat who had cocked up!!!

Anyway we are actually quite happy with the standard stereo now and got use to it. Works well with the blue tooth and sounds good. So may put in an RNS310 at a later date if one comes up cheap but don't want an RNS510 with VW splash screen as SEAT don't use/adapt the latest firmware at the moment.

For now SEAT have offered £350 towards the cost of any Sat Nav system we want. So could in theroy but a top of the range Tom Tom Go Live 950 and sell on if I decide to fit a RNS310 that SEAT still say cannot be retrofitted??????? Sat Nav can be brought from anyshop and they will reimburse us for the amount we pay.

Yes not the car we ordered but got the Recaro Youngsport Seat free (£181) and now £350 for a Sat Nav so cannot complain and less not having the built in Sat Nav but as said credit to the standard stereo for the clarity of the display and ease of use.
 
Glad you got to the bottom of it. At least you got some compo. I did think it might be the dealer not been totally honest, so it does not surprise me.
 
Congratulations. Not easy to get big companies to sit up and pay attention. Shows what can be achieved though by sticking to your guns.
 
jezyg said:
Final update....It turns out it was M1 Auto's who cocked up the order as added the Media pack on too late???? M1 led me to belive it was Seat who had cocked up!!!

Anyway we are actually quite happy with the standard stereo now and got use to it. Works well with the blue tooth and sounds good. So may put in an RNS310 at a later date if one comes up cheap but don't want an RNS510 with VW splash screen as SEAT don't use/adapt the latest firmware at the moment.

For now SEAT have offered £350 towards the cost of any Sat Nav system we want. So could in theroy but a top of the range Tom Tom Go Live 950 and sell on if I decide to fit a RNS310 that SEAT still say cannot be retrofitted??????? Sat Nav can be brought from anyshop and they will reimburse us for the amount we pay.

Yes not the car we ordered but got the Recaro Youngsport Seat free (£181) and now £350 for a Sat Nav so cannot complain and less not having the built in Sat Nav but as said credit to the standard stereo for the clarity of the display and ease of use.
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TBH if it was me , i would still not be happy , have the free recaro seat as a goodwill gesture yes , but £350 ? what was the difference on the sat nav system?
i would be asking for at least a free service on top as well mate.
 
robdf2 said:
TBH if it was me , i would still not be happy , have the free recaro seat as a goodwill gesture yes , but £350 ? what was the difference on the sat nav system?
i would be asking for at least a free service on top as well mate.
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We still got back the extra we paid for the orginal SEAT media system so the £350 for the Sat Nav was extra goodwill from SEAT and spent £312 on a Tom Tom Go Live 950 so in all we have had £493 worth of freebies. So cannot complain TBH Media would be nice but Tom Tom is good and can cope with standard auido system as is good for what it is and still have bluetooth as that and convienence were part of the orginal order..
 
I will say the Tom Tom Go Live 950 is actually better than the RNS310 as a a Sat Nav unit will allow full postcode search and is slightly slicker to operate IMO and the live freatures do work well. Given the choice the OEM Media system would of been preferable but this will do the job and as and when some RNS310's come on the market I may well do a DIY retrofit at some point and sell the Tom Tom on. The last RNS310 that came up on Ebay in February went for £320 so not a bad price at all.

Shall finally get on with enjoying the car and that we are in total £600 better off :)

Just a little naughty of M1 auto's not to tell me the whole truth from the outset and blame SEAT for their cockup :censored:
 
Do SEAT still offer their integrated TomTom mount for the new Leon?

If so, you could get that fitted for a sleek look if you got a TomTom
 
Leigh15 said:
Do SEAT still offer their integrated TomTom mount for the new Leon?

If so, you could get that fitted for a sleek look if you got a TomTom
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I did not know they did one????

I shall seek that out then thanks for the heads up!!! :)
 
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