Collaboration is better than confrontation, right?

[Ngage]

Dear all V.W and Skoda owner...

 

For the records I do not work for C&C or CA but rather I have friends in both said company

 

I high-jet this email from vagsg.com by ghoonk and made some changes as we share his view that we should work hand in hand and not against 1 another... after all you have nothing to lose for we are only trying to help and we are not asking for a fee or anything for the help we offer... But the catch here is we will not made any visual contact but we keep in touch via Pm

 

 

we think we are all in agreement that this is the first time in forum history that some1 has made contact from the agent side openly, and that instead of approaching this from a confrontational manner, we should see how we can really use this forum for what it was meant to be - a channel for two 'opposing' parties to share their points of view. It should not, and will never be (admins ensure that) a place for a one-sided perspective or for people to make unfounded judgements.

 

Historically, management at C&C and CA has not taken kindly to forums such as yours, believing that you people are nothing but troublemakers. Looking forward, as visionary as it sounds, we really hope to take this opportunity for your forum to work with us and resolve such issues before they come out into the open,

 

lot of people in this forum complain about service from CA and C&C. but some we do not agree with all of the accusations, but without a point of view from the dealer perspective (not just CA and C&C), there is nothing we have available to base a defence when people complain.

 

However, we would like to work out a collaborative and informal arrangement with your forum, perhaps we can as a 3rd party 'mystery' representative to help clarify such matters or to try to set records right. We will, on our part, manage complaints and bring them to attention so misconceptions can be resolved offline. Trust us, we do not want to give potential buyers and new owners the impression that they had made a bad buying choice.

 

Rather than continue on this way, we sincerely hope to be able to work with you on proactively addressing service issues as far as possible, or at least to be able to present the point of view from your perspective.

 

We believe that many forumers do not understand the business of the automotive trade.

But such an approach, while time-consuming, Can helps to put our worlds back on a path of collaboration rather than confrontation. No one has anything to gain if people keep continue b@*@#*#$g about our service, and if C&C and CA people think you are a bunch of p_^* trying to get people in trouble. Neither outcome works for you or us, so we really hope you all would consider our offer.

 

We have taken the 1st step in hoping that we can make every VW and skoda owner a more happy 1, please help us to help or service you better...

 

Thank you and regards

 

Ngage

Edited May 18, 2005 by C708

[Acemundo]

wah, something interests me cos all the while i keep wondering how will staff/management of authorised distributor feel/react when they read postings slamming them.

 

i for one, will be the first to welcome your presence as long as you maintain an unbiased stance. why i say so is, there is an inherent difference in interests between car buyers and authorised distributors. Cost minimisation for the former, maximise revenue for the latter.

 

I do recognise that postings in internet, as mostly from individuals and some of them are disgruntled. it is good we have your presence to present other side of the story.

[Ngage]

Hi Acemundo,

 

We have sat down with all the non-managemet staff and all the front line people with regards to all the complains made in this forum, To be true most if not all the complain is not 100% true... I.e there are something left out or something has been done to cause the problem. our point here is not to point or push the problem back to each other but rather to see if we can help in an other way...

 

I end with a note that we really wish to put this to an end, and as mentioned please help us to help you better and we meant every word here.

 

thank you and regards

 

Ngage

Edited May 16, 2005 by Ngage

[Acemundo]

errh, actually ur way of collating info also doesn't mean that your side of the story is correct. who in the right sense would admit their fault until being pushed into the corner.

 

for your info, i just had an experience with another AD recently and the same thing he pushed away all responsibility until being a while later he came back to ask me to abt my tyres as another customer got a similar complain.

 

but of course, like i say, i do also recognise the people making complaints could also be one sided or overzealous or twist part of the story to suit themselves.

 

what i like is that if you AD is able to answer point by point, it will be very helpful.

[Ngage]

Hi Acemundo,

 

While I fully agree with you on you points and view, but We here will like to point out that we are trying to fix the problem at the best of our end and not with buts and just lips service.

 

we would further wish to point out that we are not trying to shift blames but rather we want to correct any wrong that have been overlooked...

 

For starters, we can try to help on the log side i.e did you have a part that after ordering for a fews mth it did not surfaces? or is there something we can do to service you better? you are unhappy with some repairs carry out, is there something that we can work out?

 

Do note that this is a uphill job, and we are asking nothing from your end, but your help and kind undestanding in this issue...

 

Thank you and regards

 

Ngage

Edited May 16, 2005 by Ngage

[C708]

N,

 

 

 

Go read this thread.......anf figure it out HOW BAD C & C's service is .........

 

http://www.mycarforum.com/forum/Western_Wh...ne...._P915479/

 

Edited May 16, 2005 by C708

[Karen]

wow never know so much hate is going around

Edited May 16, 2005 by Karen

[Ngage]

let me share with all some thing the aftersales people very worry about

 

1) The car is service at a 3rd party workshop i.e servo, but the warranty is claim at the C&C or CA.

 

2) Mod has been done to the car that cause parts to fail and would like to claim damage under agent...

 

this are the 2 most common problem face by us, and we will like to ask all owner to help, bear and work with us... and all your claims or whatsoever can be as easy as ABC because the factory cannot say no to your claims against us and our claim against them...

 

Thank you and regards

 

Ngage

 

 

1 ) To answer yr first point...Its the first and foremost the owners discretion where they wish to send their car to for servicing. Such items such as warranty especially if its a manufacturing defect should be handled tactfully. I'm sure VGS would be a little more flexible as it involves their reliabitity of their brand name, basically it has to do with the way service advisors handle the situation....again it boils down to attitude. Dennis & Phillip of Servotronic arent difficult people to handle, in fact they are very nice guys. Here it sadly boils down to attitude......C & C has to have a good hard look at themselves first before they can address the problem at all. So many VW owners can be wrong when there are complaints .....and its not just about one or two bad apples....

 

2 ) Mods when done automatically voids warranty from the distributor. I'm sure if this is pointed out to the owner in a nice manner, the owner would not take up the issue. Confrontational attitudes dun help the situation either, then again there are alos bad apples amongst the owners themselves......no one can solve this problem.....

 

Again it boils down to the same issue .....ATTITUDE. When an owner buys a car from the distributor, they expect a certain level of service which is sorely lacking......thats where C & C has to change ......

 

My 2 cents worth

 

 

Edited May 16, 2005 by C708

[Gendut]

I do not work for C&C or CA

 

No one has anything to gain if people keep continue bx^&$#*g about our service

 

================================================================================

=========

 

Freudian slip?

Edited May 18, 2005 by C708

[C708]

N,

 

 

 

Dun get me wrong, I am not here to start a hate thread against C & C .....this is essentially a posting from a disgruntled propsective Golf Gti buyer. If the dealers' attitude is such, then I believe C & C has lost a lot of customers.......its always very difficult to gain a customer but very very easy to lose lots......until and as such I think the Group has an uphill task to climb since it has already got such bad reputations to undo. Given that there may be valid reasons for not giving test drives, the best way is always to be honest with customer instead of giving stupid lame excuses......what do u think the customers are ?? Silly 2 year olds ?? Customers these days are a savvy lot and DUN expect to be treated like 2 years olds !! Thats where C & C's sales people fail miserably.....how does one improve on all that ??? [thumbsdown]

 

Customer Service is always very important and it seems to be sorely lacking in a lot of car distributors not just C & C......perhaps the current lot of sales people should undergo a total revamp, perhaps only then can they be given a chance, otherwise its an uphill task.......they have shot themselves in the foot too often.....humility is the first essential of a sales person.

 

My 2 cents worth

 

[C708]

I do not work for C&C or CA

 

No one has anything to gain if people keep continue bitching about our service

 

================================================================================

=========

 

Freudian slip?

 

 

G,

 

[Ngage]

nope it is meant to read this way please note that the post is made by some1 from Vagsg.com but did some changes to the post because he has pin point the problem.

 

Ngage

[Ngage]

C708,

 

I think as per mentioned you have nothing to lose for we are trying to correct any mis-understanding.

 

our offer stands and you have nothing to loss if we can't help you, we gain nothing if we did help you... the call is yours...

 

for the records I be better off in bed now than to try to talk you into it... agree?

 

Ngage

Edited May 16, 2005 by Ngage

[Lightspeed]

Everyone in here has to bear the responsibilities for what they post.

 

That said, I feel that members in here venting their frustrations on matters pertaining to their respective service centres, although they should be given the benefit of a doubt, whatever stated, should be taken with a pinch of salt.

 

There would be no improvement without criticism. This I agree, but if you really have to, backup your issues with facts for your own sake.

 

However, pinpointing and baseless allegations might result in legal issues. We are in Singapore guys, please bear in mind.

 

Another point to take note is, this forum will not be liable for any words exchanged with whichever parties taking part in the discussion, likewise, please bear in mind, the forum doesn't belong to you and you alone, therefore, please exercise discretion before you blurt out whatever is on your mind to the keyboard.

 

We're not primary school kids in here fighting for the kick of it or for attention. If you have real issues, settle it through proper channels. I understand that intentions are meant well to inform others about your experience, but please do not eat a plate of chicken rice and go around telling everyone else not to buy chicken rice just because you think it sucks.

[C708]

E,

 

 

In case you didnt read properly at the bottom of the thread / post ..................My 2 cents worth...........

 

 

Edited May 16, 2005 by C708

[Lightspeed]

[C708]

E,

 

 

Eseentially it means these are my views are do not expressly represent the views of others and the forum......maybe I should pencil in a disclaimer at the bottom of all my posts next time

 

 

[Steady]

P,

I also blur blur already Why you edit other people's post?