Inchcape Volkswagen Exeter

I cant fault this VW Main Agent for their expertise , meeting highest standards both technical and personal interaction time and time again. This recent repair left my car performance in tip top condition. I use this Agent because of their honesty and their genuine wish to achieve customer satisfaction in all that they do for me.

Laura was very efficient and concise. The cost was more than I was expecting overall but I feel a good job was done. A decent experience and a really well kept dealership.

I used VW's online booking form to arrange for my polo to have a diagnostic check in Exeter after the engine mgt system light started coming on. I was fully expecting to have to pay for this but upon collection of the car, they explained that the fault had been linked to the recent 'cheat mechanism' fix. The repairs were therefore under warranty so I had nothing to pay. In addition, they undertook a health check on the car, sent me a video and cleaned the car inside and out. I don't normally have much to do with main dealers but was thoroughly impressed with the work undertaken on this visit. I was particularly impressed with Jack who took the time to explain everything and clearly took ownership of ensuring everything was resolved successfully. Top work!

The service I received was excellent. Easy and straightforward. Aaron was very friendly and helpful

Very helpful staff who sourced a wheel rim not available in UK quickly. Work was completed on time as agreed for slightly less than I expected

Great Service. MOT, service and air conditioner. Received telephone confirmation of date booked day before due. Picked up on time by very courteous driver. Received video of car along with a call to advise MOT passed and service completed, but one additional item was needed. This item had been flagged on a previous visit and I had missed it when booking the car in. Received a call to say vehicle ready and payment taken. Car returned to my home, again with a very friendly and courteous driver. I was informed of the costs prior to confirming the booking and am completely satisfied.

Natasha was most helpful and kept me upto date what is happening

I went to VW Exeter for a car service. The lady who was looking after me was very kind and friendly. After about 2.5 hrs since the start of the service, they came to me and said that the car service itself was all done and it would take a bit longer for hoovering and cleaning of the car. So I waited for about 40 mins more. When everything was done and I went to get my car, my car was not cleaned nor hoovered at all. I don't understand why I had to wait for so long after the service was done when they didn't even clean my car at all???

For anything Service-related, expect a painful experience after you’ve booked your vehicle in. The key problem is the model they use whereby you’re allocated a service advisor who is the only person you will deal with on the phone and in person from booking in your vehicle right through to collecting it. In theory this should provide a good personal service however in practice they never explicitly explain that this is their process and the system just doesn’t work at all. You will arrange times to drop off/collect your vehicle but there is no ‘check-in’ desk in the Service area so you have to hope you can catch someone’s attention. There is a Rentals desk in this area that appears to be linked to Service but the guy sat here will never look up and acknowledge you even if you stand right in front of him and speak. Even then he won’t make eye contact or look up to help you. Perhaps if his role is not customer-facing he shouldn’t be sat here. At this point once somebody has acknowledged you, expect to wait up to half an hour beyond your scheduled appointment to actually see your service advisor. Whilst you wait you will witness several staff walking around together or sat at desks laughing and joking but not helping you as you are not their allocated customer. This doesn’t help with any frustrations you may have due to the delays you are experiencing and were not told to expect. If you’ve booked a Courtesy Vehicle, expect to see customers with the smallest cars being allocated the largest courtesy vehicles available, whilst if you have a large car you will find that you are allocated the smallest. I’m not sure how this is mutual or logical. If you’ve had any problems fixed, check that they are actually fixed before you leave, as they are not always, and check for damage as customers have had damage occur whilst their vehicle has been in for work. The service staff themselves are friendly and courteous but unfortunately they are being forced to adhere to process which are inefficient and non-customer centric. I can only hope that this dealership reviews customer waiting times and staff productivity so that they recognise there is a problem with their approach and change the model. As my review is based on two recent visits I’ll be using an alternative VW dealership for all future VW Service requirements.

Excellent Service, literally!