Late last year I took my long-term Volvo XC60 in for a service at Volvo Cars West London in Chiswick.
It was a frustrating experience, punctuated by a series of small problems that left me pretty unimpressed, especially as it was my first experience of a so-called premium dealer.
It also seemed that I wasn’t alone in feeling let down by dealer experiences – the response from autocar.co.uk readers to the story was massive, sharing both good and bad tales.
But this blog isn’t about the problems, but the solutions – all of which have left me very impressed.
Subsequent to my initial report, Tracey Perry, the company’s MD, rang me. Not to shout and complain, but to talk about what went wrong and how she could improve the service on offer.
All very well, of course, but, as they say, actions speak louder than words. A few weeks later I got an email outlining what had changed in the weeks following my visit. Perry was determined to tackle any criticism head on.
In total, 29 company cars were moved off site to improve customer parking. In addition, plans were put in place to prepare and sell new cars off site, and have them delivered to Chiswick only when there was space available.