All Things Mk5 > Mk5 General Area
Gearshift Problem....
RedRobin:
--- Quote from: SteveP on June 30, 2009, 06:19:04 am ---^^^ Sorry Robin but especially Lee (Cocopop's) has every right to feel let down by VWR as he has received substandard customer service to date IMHO.
While I agree VWR are now working to rectify the issues (and have also offered refunds) the point is that being promised something will happen on on a certain date (i.e. the replacement parts being posted) which then doesn't happen it takes 30 seconds to pick-up the phone and explain, but instead he's left waiting or having to constantly chase them for updates.
--- End quote ---
....Indeed it does only take 30 seconds etc. However, the problem that VWR/RL need to address (and as TC also confirms, they are aware of) is that they aren't currently structured to give that degree of service but are working on it.
Didn't anyone take any notice of me banging on about their race priorities over the last few months?
I have every faith in this being resolved if they remain serious about expanding into the more 'public' market.
:happy2:
SteveP:
--- Quote from: RedRobin on June 30, 2009, 10:27:57 am ---
--- Quote from: SteveP on June 30, 2009, 06:19:04 am ---^^^ Sorry Robin but especially Lee (Cocopop's) has every right to feel let down by VWR as he has received substandard customer service to date IMHO.
While I agree VWR are now working to rectify the issues (and have also offered refunds) the point is that being promised something will happen on on a certain date (i.e. the replacement parts being posted) which then doesn't happen it takes 30 seconds to pick-up the phone and explain, but instead he's left waiting or having to constantly chase them for updates.
--- End quote ---
....Indeed it does only take 30 seconds etc. However, the problem that VWR/RL need to address (and as TC also confirms, they are aware of) is that they aren't currently structured to give that degree of service but are working on it.
Didn't anyone take any notice of me banging on about their race priorities over the last few months?
I have every faith in this being resolved if they remain serious about expanding into the more 'public' market.
:happy2:
--- End quote ---
I am not sure what you are trying to achieve on behalf of VWR/RL Robin?
We are all aware of your high regard for them and from your comment above -“banging on about their race priorities over the last few months†that racing is their core business.
These issues are not related to just an isolated case on a couple of short shift gear linkages. Both TC and I have also experienced some issues in our dealing with VWR to date but we choose to speak directly to Matt and Sam at Inters about this.
However no one has forced them to go into the retail market and if anything they should be more aware than most about the importance of getting things done right and on time.
Like TC has said we really hope this is just a teething issue and if everything works out look forward, as a forum, to being involved with them in the future.
:happy2:
joesgti:
i cant be bothered reading the whole thred, but my forge shifter grinds on the top row i.e 1st 3rd 5th, i spoke to forge at inters and the were happy to replace it. the nut on the bottom of the shufter comes loose and so doesnt select the gears very well, :smiley:
RedRobin:
....
Steve(P) - I think it's all been said and summed up particularly well by TC. That's both in detail about the shortshifters and in general about VWR/RL customer service.
So I ain't gonna go around anymore in circles on this subject - VWR/RL are aware and it's up to them how they want to run things beyond their core racing business. Personally I take a longer term view and understand their ethos and am confident - I'm suggesting others do the same but it's up to the individual and their expectations [/end of!]
VW Racing:
Hi All,
This is Sam, hope you don't mind me coming directly onto here to respond to these points?
All of the above comments have been taken by us as useful constructive feedback, there isn't one word in this thread that is unfair here. And we take all the comments seriously. To the guys who haven't been contacted we do apologise, it's not how we want to operate and we're working right now to sort out the issues once and for all, i hope you'll notice the difference.
As a few of you have said, we are quite new to the 'retail' side of this! What started with supplying Mk5 race parts turned into a bit of a 'toe in the water' with a few UK GTI owners that we know, and that has almost unexpectedly turned into something a bit bigger quite quickly, much of it thanks to this forum. So we've recently taken on Matt Walker in response to that level of interest, so we can make sure that the right level of service is covered in future. We've loved working with those of you that we've met so far, some really knowledgeable and enthusiastic people. We’ve had some great feedback over the last few months, so we take it 100% seriously (and personally) to respond to any criticisms. GTI Inters at the weekend was a really useful chace for us to get opinions good and bad from many of you, a big help to us.
It's worth saying that we don't have any ambitions to be a big retail operation, there are enough companies doing a fine job of that out there, and their style may well suit some customers better. The race programme is of course a priority, but that should not, and will not be an excuse to let anyone else down in future through poor communication. Matt will be our front man to you guys, which I believe will work well.
If any of you do ever want to get in touch with me, or ever feel you aren't getting what you want from us, please do contact me directly on s.roach@volkswagenracing.co.uk or on my mobile 07866 737343 anytime. We really do welcome your comments, and appreciate your patience if we have any teething troubles.
Thanks for reading,
Sam
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