Re: Silver Golf GTI.
We have been so impressed by the excellent customer service which we have received from all of your staff, that we felt that some feedback might be useful in identifying what has worked so well for us, in our particular situation.
By way of a little background information, we have previously bought VWs from a dealership somewhat nearer to where we live. Although we had problems which were never satisfactorily resolved when we bought our previous car, issues of proximity and familiarity prompted us to contact them again regarding buying either a Golf GTD or GTI. Despite having been assured of a good deal as a regular customer, it took four days before we received an email confirming basic details and cost. The discount offered was paltry and for the wrong car! We never received any follow-up communication.
We were already aware of target prices and the availability of competitive deals, and therefore decided to do some further investigating. Our initial contact with Listers was via your excellent Claire Smith. Listers was one of three dealerships which made offers. All were prompt and much better than the one referred to above. We ruled out an offer from “up north” and initially attempted to contact a Nottingham dealership as this had provided the best price. However the nominated point of contact had switched off his mobile phone. The dealership confirmed that he was away and nobody else could help in his absence. He never did respond.
In total contrast, we were able to contact Claire at the first attempt. It was immediately obvious that she was totally conversant with our requirements. Her manner was friendly yet professional, clear, concise and empathetic regarding our previous problems. Within a few hours Claire and I had agreed a final price and had provided us with an indicative figure for part-exchanging our Polo GTI. In no time at all we had paid a deposit and were provided with a reliable forecast of when the car would be ready. Since then, we have been given regular updates at significant junctures i.e. build commencement, part-exchange arrangements, payment and delivery which have not deviated from the original timeframe. Claire was also sensitive enough to realize from our conversations that we were aware of, but not interested in GAP insurance and other servicing packages.
In the event that Claire was engaged with a client then Kim has been equally helpful and fully aware of progress and requirements.
We were pleasantly surprised to learn that the Golf would be delivered to our home. We were duly phoned on the day and the car arrived on time. Nigel, like everybody else, was very professional, well informed about the car and patient in answering our questions.
We now know that we do not need to restrict ourselves to using the nearest dealership and will have no hesitation in recommending Listers at Nuneaton to anyone.
T and L Coates
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