PhilH

Met my Subaru dealer today for the first time and at best it was a disappointing experience and far from my 'JD Power' expectations.

Having imported a UK spec MY00 from Holland and visited the dealer beforehand to ensure they were happy to service a EU import. And telephoned in good time to book the first service again explaining the source of the car to the Service Manager, who requested sight of the receipt for the car for warranty purposes.

I arrived on time today for the first service and was met with a derogatory 'oh its an import you didn't tell us that'. So I mentioned we'd spoken and he then remembered. He then continued to explain that I would have to pay for labour (as expected) and was generally miserable. I waited for the car and throughout the time the Service Manager completely ignored me (it wasn't busy, only one other customer visited for approx. 5mins in the 1 hour plus I waited).

Towards the end of the wait I attempted to engage the Service Manager in a discussion, which was undertaken largely with his back to me. Some of the discussion related to potential warranty claims and the future of EU imports. It was very obvious that he was not interested in my business due to the source of my car. I was led to believe that the dealer I visited today were Subaru enthusiasts, in particular through their SIDC track day activities. However, I MUST mention the excellent lady who manned the service reception, without which I would probably have gone elsewhere immediately.

Out of interest I visited another 'local' Subaru dealer last week to have a Barrier Deadlock fitted and left with a feeling that they were more interested in my business than the source of my car.

Is this normal practice amongst Subaru dealers towards EU cars or should I try one of the five other West Midland dealers within 30 mins drive?

Cheeky Jim

Phil,

I have to say I am surprised in one sense and not in the other?!

I picked up my MY00 on Tuesday and in my discussions with the dealer, they were extremely helpful. (Vale Motors, Wincanton) They answered all of my questions, gave me copies of just about anything I asked for (including the Prodrive extras...they couldn't find any leaflets!)
Yep, I have probably paid over the odds, given that new car prices will come downl, but it was so easy and hassle free it will probably be worth it.


Interestingly though, when I asked abou running in periods, the dealer said 'you paid your money, do what you want'. I explained that it wasn't quite the answer I expected, and he informed me that their Cheif Mechanic wasn't worried about running them in. A bit odd!!

Anyway, I am chuffed, sorry to hear you are having a bad experience, in my book I would tell them to stuff off....We put up with too much crap service in this country already!!

Jim

Neil Smalley

The dealer I brought my car from (quenby's) was very helpful. Answered all kinds of questions from me. I did get them to book the first service a few weeks before I needed it.

They then lost the booking and when I phoned for confirmation a few days before, could'nt fit me in for a service for 2 weeks. By that time my warranty would have been well blown(300 miles a week). Since I work in Reading
I popped into Lancasters and they said 'No problem, pop it in' so I did.

For my 7.5K service i'll probably try Quenby's again because it's closer but it's nice to have the option.

Enjoy your cars. Even though they are 'run in' after a 1000 miles they won't start to really fly until about 4000 miles and so i'm told they loosen up further too .

jwhitton

PhilH,

Name the dealer!
Or email me privately - jwhitton@hotmail.com

I too have a MY00 on order from NL with delivery expected in July and do not want the same experience.

Lister of Worcester said they would have no problem servicing my car.

jon

PhilH

Jim

I tend to agree. The car is great and the importing experience was fine - the Dutch dealers appear to know far more about customer service than some UK dealers - plus I saved 5k, so I can live with miserable UK service!

Forgot to mention that the Service Manager smugly informed me it could take upto 2 days to get authorisation from IM before staring ANY warranty work and that he wouldn't provide a courtesy car - and he's supposed to have a PR role (LOL)...

Jon - I've emailed you more details and look forward to learning of your experience.

Go to go - off out to enjoy the post first service experience.....

[This message has been edited by PhilH (edited 22-04-2000).]

lordlucan

I called into Lancasters of Sevenoaks as my import arrives soon, and yes they ignored me and gave me the impression they didnt want my business, they quoted £115 for the first service and they only use Esso semi-synth oil !
So I drove up the road to Spring Park Motors in West Wickham, what a difference, the guy I spoke to was interested how much I had saved etc. They will do the service while I wait for £84 and they use Castrol Magnatec oil but stock Mobil 1 Motorsport which will cost a bit more.
Top marks for Spring Park, avoid Lancasters.

Subarussian

Sorry to hear about your bad experiences

I know it sounds a bit selfish but I now see the benefits of paying extra £5k for a UK car. So it's not JUST the floor mats or driver's manual It is indeed the piece of mind and no hussle when it comes to servicing the car...

Anyway, I sincerely hope you guys will find good alternative places to get your cars serviced.

KenG

I'm on to my second Scooby from the same UK dealer and their service is superb. Loan car when it is serviced, prices more than acceptable and no gripes about the quality of the work.

They will even fit after-market bits without trashing my warranty.

Ken

PhilH

Subarussian/Ken

Good to hear your relationship with your dealers is great. But as you say, you've paid 5k for it so it should be good. Personally, I'm happy to put up with an occasional miserable service manager and bank the 5k. And considering the 4-5 unregistered turbos I saw yesterday, so are a few others.

However, my original point was since I'm now (happily) paying full cost for his service and there is plenty of choice nearby, you'd at least expect a less than grumpy approach to PR. Its a pretty basic approach to relationship marketing and you never know what might happen with EU/UK prices in the future and where I might decide to buy my future car(s) from (or recommend friends)!

[This message has been edited by PhilH (edited 22-04-2000).]

simon james

My local dealer was Anderson Cars in Abeerdeen. The servicing was not very good,
and they did not use the recommended lubricants either, and used a cheapo alternative. They "borrowed" bits from my car (my Zenon lighbulbs for example) and generally behaved like ****ers, except when I wanted to buy a new motor.

Cars were generally serviced by half-wited herberts, paid **** all by their employers.

Anderson cars has just gone bust, a contributory factor being their lack of any attention th anything other than sales.

I am thinking of using the Falkland Performance people in Glenrothes - anyone else use them ????

BarryK

I agree with Phil H. A dealer should service any car brought to them with the same courtesy as the ones which they sold.

In most areas of service industry we seem to suffer in the UK because we are usually dealing with somebody who is working towards their own personal canonisation for effort,whilst they are forever distracted by customers wheezing on about getting something they intend to pay for.

Having said that, my service relationship with Robinsons in Rochdale was and is first class. When I'm quoted a price, that's what I pay. They've always given me a courtesy car at the last minute, even when I previously said I wouldn't need one.

And they all have a sense of humour. I find it helps if I have one too.

GaryC

Dealers will always look after their 'own cars' a lot better than cars from other dealers, add in that you have imported a UK car, hence as they will see it 'trying to put them out of business' - is it really a surprise??

It is a bit naive to expect the same level of service for an EU imported car to a same dealer supplied car.

I get tremendous service from my (supplying) dealer - collect and deliver my car (I live 55 miles away from dealer), always provide a courtesy car - usually a 'sport', fit modifications free of charge (induction kit, exhaust, strut brace, pads, disks........), monthly phone call to check everything is OK, invitation to take their P1 demo out for half a day - the list is endless. On the odd occasion they have made a human error, they have more than compensated for it.

You pays/saves you money and takes your chance!

I agree £5000 buys a lot of customer service and dealer relationship, but add in all the other benefits of genuine UK car, and to my mind it is value for money and more than worth it (A yorkshireman doesn't spend more money than necessary without good reason) - and I haven't benefitted from better resale yet

[This message has been edited by GaryC (edited 23-04-2000).]

KevinS

What the hell do you people expect. You go behind the dealer's back, kick sand in his face, kick him when he is down and buy an import depriving him of his sales commission and then you expect him to bend over backwards for you and put is very expensive service workshop and team at your disposal. Why should he? What has he got to gain from your business and don't tell me he earns lots from servicing - he doesn't.

Stop whinging and accept that if you buy cheap elsewhere you won't be treated with the greatest respect. I am with the dealers on this one. Try putting yourself in their position. Their hands are tied, they can't offer EU prices if they value their dealerships.

I am on my third UK scooby and have had the most fantastic service, perhaps you cheap-skates you go and get your cars serviced in Holland or wherever you bought them by the friendly EU dealers who are only too pleased to wave goodbye as you drive out knowing full well that they will never see your face again. Us Brits are getting a bad reputation in Europe and I don't mean football.

As I have said before, it is better to buy a used genuine car with a IM warranty than a EU import - it will come back to haunt you if something goes wrong.

KevinS

P.S. I forgot to say, PhilH, you said 'you met YOUR dealer for the first time today'. How come he is your dealer? You didn't buy from him, so what makes him your dealer - perhaps he was closest.

GregW

I am surprised that people are finding dealers that are not keen to service cars supplied by other dealers. The truth is that the servicing is the most profitable part of any dealership!

I do have to confess, that I am not overly impressed with the dealers that I have encountered. However, bit stuck as their is no local competition that I could go too.

PhilH

Kevin/Gary

Good to hear your UK dealer experiences are good. Kevin - given your 3 UK cars, your 15k's worth of service must have been impeccable and my guess is that the warranty work well qualified the additional expenditure (not).

All I expected was a civil reception and an adult response - not the immature greeting I might receive from a primary school child, in particular given the self-imposed superior Subaru status exuded by the dealer I chose (not the first I visited!) - sorry its not 'my dealer' until I've slipped him 5k for little effort.

Since UK dealers don't appear to be able to cope with EU market forces and rely solely on the 'complex monopoly' reported by Stephen Byers last week, I guess they should be a miserable lot. And given the 'rumours' posted on other BB's that IM may become or are considering becoming sole suppliers for RHD Subaru's in Europe (i.e. all sold at the same contrived price across Europe) my point is justified!

As mentioned above, I'm seeking a dealer who knows he's making a good profit from my service, sees potential for future business and adopts a mature attitude to building relationships.

So I suggest Kevin/Gary that you carry on buying at UK prices and keep your dealers smiling!

Gethin

My experience of dealers is that they are pants. I walked into Tileys in Bristol over 12 months ago with the intention of buying a UK car, but after being treated like a bit of something you would scrape off your shoe I went elsewhere and bought a WRX. Better spec and cheaper too. When I pointed this out to the dealer on a return visit they were gave me even more cra*.

No wonder people go elsewhere. They only have themselvs to blame. When people try to monopolise their market, they will loose in the long term! People in this country are tired of being ripped off! Ho hummm.....

lordlucan

I get the feeling those who paid full price really have to justify what they paid 6g more for (already had the P1 for 2 hours etc and I didnt buy my car from a UK dealer).
To call me a 'cheap-skate' comes down to sour grapes, suppose its no too nice to be ripped off by IM though !
KevinS - do you research, an average dealership will earn a good part of its profits through servicing etc, thats why they charge £50+ labour an hour doh, enjoy your expensive car cause my 6g is being spent on mods to make it an even better car ! Still its only money..........

Ray T

hi all,
my eu import is booked in for its first service with spring park on the 10th may, i asked if i can bring my own mobil 1 ( 5w 50 from a french hypermarket £18.70 for 4 l)they said no problem, they are already benifiting from my custom (headlight protectors, bulb kits, and i will be looking to have aircon fitted in the near future).So i don't think its in dealers interest to treat imports to badly, as JD will see it in 2 to 3 years easily enough.

ray t

GranTurismo

Hello,

I have had nothing but excellent service from "my" dealer TH White in Cirencester. I bought the car from them (a High mileage second hand one). Several weeks after I had it it suffered a broken valve spring. They fixed this under warrenty, but at extra cost to themselves and even replaced the clutch for free at the same time as it was worn. They are always nice when I pop in for services etc.

They are great, however a certain other well known non-subaru "specialist" in wiltshire was not very interested in selling me a Subaru and nor was he interested in selling my mate a TVR. I suppose it could be coz we are well under 30, but now I have my Scooby, my mate has his Elise and the other chap has NONE of our MONEY. Ha Ha Ha Ha....

Bye,

Dave.

sickboy

Sounds familiar. I have a Belgium imported MY99.

Quenby weren't enthusiastic at all- gave me the wrong mats twice (50 mile round trip each- no apology) and put the wrong grade Mobil 1 in.

Had to write to the director to complain and to be fair did get a free oil change (the right grade this time). Nothing for my inconvenience though.

I'll be going to Cheam Motors next time (way away from Quenby but near my parents).

Had a chat with the parts manager- what a difference. He seems to "like" his job and was telling me they all go to watch the British Rally and support Subaru. I don't reckon the bloke at Quenby even know Subaru enter cars in rally's

sickboy

Sounds familiar. I have a Belgium imported MY99.

Quenby weren't enthusiastic at all- gave me the wrong mats twice (50 mile round trip each- no apology) and put the wrong grade Mobil 1 in.

Had to write to the director to complain and to be fair did get a free oil change (the right grade this time). Nothing for my inconvenience though.

I'll be going to Cheam Motors next time (way away from Quenby but near my parents).

Had a chat with the parts manager- what a difference. He seems to "like" his job and was telling me they all go to watch the British Rally and support Subaru. I don't reckon the bloke at Quenby even know Subaru enter cars in rally's

KF

Before approaching a dealer to get the import serviced, it would be interesting to ascertain their current level of inventory of UK cars. It stands to reason that a dealer that has paid lots of money to secure second hand Imprezas (or trade-ins) a year ago thinking that bomb proof residuals were assured are not going to be happy to service a car bought by an owner that has swept the market from underneath them.
The dealers are having enormous difficulty selling for profit the second hand vehicles on their forecourts, as it is cheaper to source an import. Most of the dealers are unimpressed with the situation and a few may be attempting to rectify it by making it difficult for the import owner to keep their full set of service stamps and thus undermine the resale value of the imports (as well as blatant lies to anyone who will listen about the differences in the cars). You have to ask yourself, are these the sort of people who you trust to do the work properly, and indeed whom you would like to give your hard earned to?
The situation is transient with lots of stories of IM closing the gap by getting RHD exclusivity, and the increasing reluctance of Subaru Alsmeer to source RHD cars in Holland, so things will get better for the UK dealers.
Meanwhile there are hundreds of UK spec imports in the country which need servicing, and most of those owners will change cars eventually. These owners are much more likely to purchase from a dealer that has given them good service if / when the price differential closes. Discontent for inadequate servicing levels will spread quickly amongst import owners willing to "name and shame dealers" and some of the dealers are wise enough to see this and respond accordingly. I wish them luck, as usually happens, in the long run it pays to offer good customer service.
KevF

GaryC

We will Phil - and we'll keep benefiting from doing so.

...and I suggest you stop whinging!

I'm not whinging about not getting 'your' price - you ARE whinging about not getting 'my' service - Who's the unhappy one? Who's losing?

You paid your money - you took your choice!

PS I'm getting £600 worth of 'mods' supplied and fitted free this weekend, so add in the 7 hours of labour they have already 'given me' - your benefit has already been reduced by over £1000 - and that's only after 8 months of ownership, as this continues, and I get higher resale value at the end - I will easily recoup your saving! the extra customer service and piece of mind/less hassle etc etc etc will be a pure bonus!

blubs

Hi All,

I think it's definately worth shopping round the dealerships, (if you have that option). I have a UK MY99 and originally tried to source it locally from my 'within 5 miles' dealer. After comments like "Customer service? Don't really need it mate, these cars sell themselves", and "The last three cars we sold, the buyers didn't want a test drive", I went 30 miles to the next closest dealer.

Totally different. Took me round a MY98 as they didn't have the new model and pointed out every difference (even new disc sizes!). Rang me every week to update me with how the order was going etc etc.

Since then, I have spoken to the 5 mile dealer's manager, (whilst filling up with petrol). After telling him why I hadn't bought the car from his dealership, he seemed very concerned and requested would I bring the car in there for it's next service so he could show me they were interested and approachable. (Give me a free service and I might consider it!!!).

blubs

jackdenon

I am in full agreement with GaryC and KevinS.

Stop whinging or take your car to the dealer in Holland for 'friendly' service. You cannot have it both ways. You buy from the Continent and expect 'your' dealer here to welcome you with open arms! I wouldn't do it if I was a dealer.

I bought my car 98R from KevinS and have been treated very well by my dealer even though I did not buy from him but the point is it is a UK car and not some cheap import.

I think we will hear many more horror stories to come on this one. Say for example you blow the engine or gearbox. Do you think 'your' dealer will go out of his way to get parts quickly? Think again. Buying from Europe has many hidden costs.

Andy Tang

iTrader: (3)

I'm sure we've all had good and bad experiences of Subaru dealers! I phoned one up 14 months ago, and I'm still waiting for a return call!!

I live in Surrey, but ended up going to Basingstoke for my car! For some reason the dealers in Surrey had a problem with a young Chinese chap in jeans and Citroen ZX!!!

All I can say is that my dealer (Mill Lane, Basinstoke) have done me proud!!

I think if all dealers were like them for customer service, good quality loan cars, car cleaned everytime its been in (even if it's raining!!), informative and all round good eggs, we'd all be getting wooden pens every year!!

Although there are dealers nearer to me, I won't use them now, as they weren't willing to sell me a car a year ago!!!

My friends car gets the same service, even though he bought his car from Sheffield!!

They would have to do something VERY bad to lose my custom now!!

Andy

Yex

Just to add my two'pennorth here. My car (MY98) was supplied on time (1/8/98) and has been impecably serviced since by Lancaster Sevenoaks. To me, and everyone has their own stories, they provide excellent service and I cannot fault them on anything except the P1 fiasco - but that's another thread

I fully understand their reasons for not wanting to service an import. Although they do make money from the service they are probably under "unofficial" pressure from IM not to carry out work on these cars. As mentioned in other threads IM seem to be working on getting sole import rights to RHD cars within Europe, and as such want to protect their revenue stream.

Also, from what I understand of European law (and it's not a lot )the UK dealers do not have to service the cars because they are not manufactured by an EU resident company - if you import a BMW (heaven forbid) or a Mercedes the UK dealers have to provide you with the same level of service that would be given to a car purchased from them.

Seems like my two'pennorth has run out now so I'll get me coat,

Yex

DocJock

I don't think Phil is asking for too much in expecting people working in a service industry to be civil and to provide the service they advertise.

I have however seen as many *bad* owners as dealers. By that I mean people walking into Sevice Reception with major superior attitudes and expecting everyone to jump because they drive an Impreza.

As many people have posted good dealers do exist. I use Sparshatts of Botley and took the trouble to get to know the guys. Now get outstanding service, discount on parts, mods fitted cheap/free, drop in service with minor probs ......

Phil, I am not saying this is the case with you. Sounds like *your* shower are real To**ers. Post their name and then vote with your cash.

John

jwhitton

I would have no problem buying a Scooby from IM in Holland as long as it was registered for export and I did not need to pay the Dutch "luxury car tax". I don't really care who I buy the car off as long as it can be bought in Holland with all the right docs and registered for export and the list price is lower in NL than the UK.

The money saved is cos we do not need to pay the "luxury car tax" and hence the cost of the car is less. VAT in NL and UK is the same at 17.5% hence whether it is paid in NL or UK makes no difference.

Also with the Euro at an all time low the saving is now more like 6k than 5k.

Also since I am only getting 12months warranty after say two services I can take it to Graham Goode or ScoobySport or whoever wants my business. If Subaru dealers want my business they need to treat me as a customer and not something on their shoe!

jon