Thanks for the advice.
The whole thing baffles me because surely any business should make the most of every opportunity to suprise and delight it's customers (or potential customers). As I say, this is even more important in the current climate.
Servicing cars is not rocket science. IMO the dealers rely very heavily on customers feeling obliged to bring their cars back to them for at least three years of servicing so they keep the warranty going, although most people don't realise that you can still have the car serviced outside of the dealer network and keep the warranty intact so long as the manufacturers service schedule is followed and genuine parts are used.
We have never been contacted to give feedback on our service experiences (unfortunately) but I have contacted Vauxhall UK directly to complain and they were similarly disinterested.
I have to say that if a few such dealers don't survive the recession then it's no bad thing, although I feel for the families affected by any job losses.
it's the same old story that they nothing is too much trouble when you are buying but once they've got your cash they don't want to know you.
Which is even stranger because with the discounts on new cars, dealers make more from servicing than new sales.
What most people don't realise is the service manager will be on commission/bonus to hit you for as big a bill & sell as many 'workshop hours' as possible, and these bills are negotiable. Normally its the 'screamers' who get the best service, so shout as loudly as possible next time you're there, preferably in the showroom where some customers looking at a new car will hear you.
More manufacturers are introducing surveys for aftersales work, where you are contacted after the service by the manufacturer to score the garage on their service, and dealer payments are affected by negative scores, which is having the effect of improving the customer experience.
VAUXHALL ARE THE WORST! Vauxhall customer service is as bad and as cheaply put together as their cars. I am selling my Vauxhall and going to BMW. I will never go near Vauxhall ever again and suggest that no one else does either...Unless you want a car, which is going to give you nothing but hassle further down the line.
Well if you get attention anything like my wife and I have enjoyed from Sytner Sunningdale for the last 7/8 years I am sure you will wish you had done it sooner!
Mind you I woud hope you will find the BMW an improvement anyway irrespective of dealer service.
I've had bad experiences with VW, Skoda, Toyota and Vauxhall. I've never known any dealership to give a damn about anything except taking the money. The levels of incompetence are staggering. My local Toyota dealer couldn't do anything without messing it up.