Inchcape Volkswagen Swindon

Good service and detailed feedback

I was greeted very promptly by Jade Bunce who was very professional. She answered all my questions and provided an in depth description of the service work to be carried out. She was very polite at all times and kept me notified of progress during the day.The car needed some extra work which was sent to me by a citnow video which was extremely well done and very informative. The car was finished, washed and ready on time. Excellent customer experience.

Staff polite friendly. Poor valeting inside my car, with Service. Shocking charge for CarNet/Appconnect for a car that is in Warranty.

Disappointed this time: whilst the front desk is very professional and organised, the service fell short for once. My car was booked in for 09:20, I was told to expect a call about the works required and that the car would be ready from 3pm. At 3pm I got a call saying that they hadn't even finished the diagnostics on the car. I therefore had to wait around to collect my car, without it being repaired. They even told me that I should not be driving it but at no point in time was it indicated that the car should be kept overnight nor that they would not attempt a repair. How am I supposed to manage my time around that? The worst part was that I got a quote of almost £500 (3 hours labour) to replace one wheel bearing which looks like a 30 min job at worst.

I've had two service visits to Inchcape Swindon and both have exceeded my expectations,nothing but good to say about the customer service. Very helpful, car finished on time, no waiting to be served, car cleaned, excellent communications, easy parking. Special mention for Jade who sorted a service contract problem very well and with good humour despite my grumpiness. Highly recommended.

Quick and easy

After very poor service and complaints to higher management in November 2017, I must report that the customer experience is far far better. I felt like I was being treated like a customer who does have a choice rather than someone thinking we just turn up because they are VW. Let's hope the experience continues

Pretty dreadful. Had my car ‘serviced’. Originally booked the service online of 24th April. Arrived and everything seemed to go smoothly, and they mentioned a recall which had to be done. I also asked if they could look at the brakes which I was having issues with. They said they would. Later that day I received a call to say they didn’t have the parts needed for the brakes so would need to book in a future appointment, fine. Picked the car up and got home before I realised the service notification was still coming up on the dash. Called back the next day, and was told that no service had been done on the car at all - so again would have to book another appointment. Returned 2 weeks later, still no courtesy car available so had to organise a drop off lift. Was asked to be at the dealership for 08:45 for a lift, arrived 15 minutes early at 08:30. Handed my keys over and was then told that the lift wouldn’t be until 09:15, no apology or explanation. Waited until 09:25 before a driver appeared, who then had to take other customers in the other direction so couldn’t take me. I had to wait another 25 minutes before I was picked up, so got to work nearly an hour and a half after I was originally promised. This itself was unacceptable. Again no service was carried out on the car - the last time it had been into this dealership for a service, they set the interval wrong, so now regretfully have to return again in 9 months time. Will consider using a different dealership, but will not be buying or leasing another VW in the future because of the experiences I’ve had here. I find that in order to have a courtesy car you have to book about 6 weeks in advance and the lifts are always to suit VW and not the customer. I drive an Audi also and never have I had this issue. They always have a car available and work with their sales teams to offer cars that I may be interested in buying in the future (ie have driven a TT and subsequently bought one - now driving a Q2 because the experience with them has been far superior in every aspect). Also have a service & tyre plan with VW. Tyres needed changing, but Inchcape won’t do them and instead I now need to organise with another external company for them to be replaced. I would expect that with a manufacturer service plan, then the authorised dealerships should be able to handle this simple request.

Everything went smoothly on the day. Thanks.

Needed a correction to a fault created by 3rd party. All done on labour only, plus dealt with emissions recalls (2nd hand.car so hadn't been notified) Over an hour so complimentary wash, coffee and lift into town if I wanted it. Plus gift pack for inconvenience?? of recall Thoroughly recommend