I have always used Colchester VW for my servicing, MOTs and even purchasing as I believed they were the best by far over all my other local garages but today received a call at 10am to say that my car that I had booked in for a recall software update would take 3 days not the 1-2 stated prior to this. I now cannot book in due to commitments and I feel the car is unsafe to drive because of this software update that is needed. I booked it in for ease for me as I could not get a courtesy car for 2 months! This has now scuppered any plans for me next week where I need a car for work and being half term my wife needs to use my car. Completely unacceptable from VW and seems to have gotten worse since they have merged their place with Skoda. When they have caused an issue in the past they have given me a traded in vehicle as a courtesy car instead. Shame as I really liked VW Colchester. More courtesy cars should be available as well as slots for car updates if you are going to peddle all these new vehicles constantly requiring them to be brought in to update them!Update: After being fobbed off by VW Colchester I reluctantly had to take it to VW Chelmsford and the service staff were helpful but just made me more angry when they told me that Colchester have the same booking system as them and that being double booked should not of happened as there are sections to the work "service" "recall" etc. VW Chelmsford has also stated that the 3 day time window is highly unlikely as their policy and time frame is 1 - 2 days!! I have used VW Colchester for years but after their lying and basic unwillingness to help me out when everything had been arranged I will not be returning there or likely to any other Group 1 dealers and have no also told my Father in Law to not use them to buy his new car. Absolute shambles at these places and VW Colchester tried blaming Group 1 hierarchy for the issue to say the booking system doesn't suit its purpose when VW Chelmsford showed me it's simple and cannot be over booked! Group 1 have lost a loyal customer today whether it be servicing, repairs or buying cars for myself, wife, parents and in Laws. Such a shame, but if I have to drive over an hour to get it done now then so be it as I cannot see how they can come back from this and their ability to care how much it effects things!
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Group 1 Automotive is an international automotive retailer group, with over 114 stores and 20 brands represented across the UK.
Customer service is our number one priority, and our highly skilled teams are dedicated to providing our customers with excellent service at all times. If you are looking for a brand new or used car or van, we are here to make your purchase and ownership journey enjoyable and convenient. Our Aftersales care ensures complete peace of mind, with approved servicing, repairs and body work carried out by our expert team of technicians using only genuine parts.
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