Great vehicle but terrible dealer network

[Victor]

I am coming close to selling my Cali! Don't get me wrong, I love it but I am not sure how long I can continue with the terrible dealer network.

When ever my Cali goes in for repair it comes back with some kind of damage, be it a broken bit of trim or oily finger marks on the upholstery, many of the dealers just do not understand the camper side of things. Also my calls are never returned from the service department it just adds so much stress to what should be a fun vehicle. Anyone else dread it when their van needs to go to a dealer?

 

[Silver5urfer]

Possibly a bit harsh. I think they are variable just like anything else.
I can only speak from my experience with VW Carrs down here in cornwall, first class service and none of the problems with damage or oil marks. Don’t get me wrong they know how to charge, but all main dealers seam to charge exorbitant amounts.
I think dealers that have a combined commercial vehicle and high value cars dealership might have higher standards of service.

 

[bigmac77]

Try a different dealer surely someone on here can recommend a good one.

 

[Hotel California]

This issue comes up many times , was there not a list with good/bad dealers to refer to....? Not for me as not from the UK .
Edit:
https://vwcaliforniaclub.com/forums/dealer-reviews.18/

I never went back to where i bought my Cali in Belgium , i drive over 100km one way to a superb California dealer only ....CCN in Amersfoort , Netherlands

 

[Meoncoast]

When I 1st got our van back in 2012 I was anxious to find a good dealer and travel to a West Sussex dealer who had good reviews on the forum at the time and seemed to know the Cali inside out but just did not get the feeling I was a valued customer and after a couble of visits with the best part of an hour each way decided and faullts not found. I decided to try our local van centre (Breeze Totton) I hve used them since then and even though not a "California" dealer have always come up trumps. They have fixed our "stuck down bed" Fixed our consumer unit /hook up unit and repaired wiring eated by rats on our t5 Cali and replaced our comprssor on a build fault on our T6.
On top of good service the van alway seem well treated and communications are 1st class.1/2 the battle is finding a dealer you are happy with and trust.

My dealer is commercial only so they can get it right just for vans.

I think dealers that have a combined commercial vehicle and high value cars dealership might have higher standards of service.

 

[Digger]

Ask on here for recommendations in your area. We drive to Liverpool, a very, very long journey but worth it. They have been brilliant and we have now bought 5 vehicles from them and they do the servicing as well.

 

[Eber123]

Good afternoon,

To buy a VW California camper is for most the second most expensive item we purchase. The quality of the product and the usability is very important on a day-to-day basis.

But like all mechanical parts during the lifetime of the camper it has to be serviced and repaired (the latter hopefully as seldom as possible).

Handing over the vehicle for repair and service is always an act of trust - we don't know what they do with the van back in the workshop. We only have to pay the bill before we get the keys back and can drive out of the yard. (I had a friend in Germany who never left his car alone with the dealer ((BMW)) he took the day off and managed to get the ok to be with the mechanic in the workshop to ensure that everything was done properly).

We were lucky that we have a VW dealer (Frank Keane, Dublin) who is very professional and seems to be service orientated. We used the service with the Tiguan for several years. Have I said that, only when there are challenges (difference of opinions) we will really see how good the dealer really is, fair, open, expensive, state of denial.

Eberhard

 

[GrannyJen]

Well, I know Andy did not get on with SMG but I have had good service from them. They will also collect and return.

@Victor it would be very helpful to know the name of the dealer concerned so an appropriate review can be left in the dealer review section.

 

[zerofour]

We use SMG Tonbridge and find their service very good – no complaints.

 

[soulstyledevon]

My van was having its canvas replaced by Coventry for VWCS. Booked in with their service guys a few weeks in advance. Confirmed the canvas to be replaced and I also asked for them to look into another issue.
Day before the vehicle was due at the garage, I got a call to remind me and clarify the work required.
All confirmed.

Van went in on booking day. Confirmed work required as discussed, plus I asked for a part ex valuation whilst the vehicle was at the garage.
Roof canvas replaced, issue not rectified and no valuation done.

Customer service fail

 

[Lloydfred]

I own three VW I guess I could be described as a fan-boy. I've experienced good and bad service. My last issue was doing a deal on a Passat GT estate for work. To get the deal over the line the sales manager promised me that my two year free servicing was long life. The VW free servicing doesn't include long life. I was a little surprised this mistake was made by a senior manager. However I think this type of promise the world to get the sale, then worry about it after is fairly common in business today.

 

[Borris]

I am coming close to selling my Cali! Don't get me wrong, I love it but I am not sure how long I can continue with the terrible dealer network.

When ever my Cali goes in for repair it comes back with some kind of damage, be it a broken bit of trim or oily finger marks on the upholstery, many of the dealers just do not understand the camper side of things. Also my calls are never returned from the service department it just adds so much stress to what should be a fun vehicle. Anyone else dread it when their van needs to go to a dealer?

Where are you taking it?
We use SMG Tonbridge despite it being over an hours drive away and so far they have been excellent. We have purchased two new Calis from them in recent years and they have always been very careful. No care issues to date. They sell alot of Calis so are not merely a van shop.
We do have a VW Van dealership only seven miles from us in Canterbury but I won't use them as a matter of principal but that's another matter.

 

[Debbie Rogers]

We have dealt with two recently. SMV commercials in Yeovil - really excellent service, when I made it clear about not having oil marks left in the van, thankfully their reply was they won't allow any mechanics to de so sloppy, and they were right. Van was as I left it. The other dealership was Heritage VW Dorchester. Again, brilliant service, and even cleaned the van despite only going in to fit some front mud flaps!
Currently dealing with Snows VW of Plymouth (issue with decals they commissioned via a 3rd party), and have to say, so far they have bent over backwards to take full responsibility for the issue....taking Pearl in next week to get sorted, so will see what the 'hands on' experience is like.

 

[Birty]

What sort of fees do SMG charge for a 12 mth service? I assume its a national agreed price? They are my nearest but I am thinking of going outside the main dealer network ..vantechvw.co.uk in Uckfield East Sussex. Simply because I believe I might get a better service/price? Any thought Borris? Its a 2011 Cali SE... Previous owner had the Last service done at Halfords I believe simply to ensure an oil flush....

 

[Lloydfred]

Halfords working on a Cali I just shuddered! Lol

 

[Borris]

What sort of fees do SMG charge for a 12 mth service? I assume its a national agreed price? They are my nearest but I am thinking of going outside the main dealer network ..vantechvw.co.uk in Uckfield East Sussex. Simply because I believe I might get a better service/price? Any thought Borris? Its a 2011 Cali SE... Previous owner had the Last service done at Halfords I believe simply to ensure an oil flush....

Well it's up to you. I would give both a ring and get a quote (not an estimate). You may be surprised. I am pretty sure that SMG work to an agreed national fix priced service menu that might just work out cheaper. They have all the specialist kit and know how on these particular vehicles so might be able to carry out your service more efficiently.

However, I do share your concerns over the cost of vehicle servicing outside of the warrantee period. On much older vehicles the main agent servicing costs can eventually become unrealistic compared to the value of the vehicle concerned although probably not in the case of a Cali.

Are you handy with mechanical issues? If you don't mind getting your hands dirty then you can save yourself a small fortune on basic servicing. If you are talking about a basic oil service and vehicle check then I would be tempted to order the bits and do it myself. With basic tools, there's usually nothing difficult in changing the oil and filters on most vehicles and the visual inspection check is also something that most people with a reasonable degree of basic mechanical knowledge could do perfectly well providing they are systematic and methodical in their approach. However, remember that this shouldn't be necessary if your MOT is due. That amounts to a stringent annual visual inspection of all key mechanical components and covers all emission and safety related issues as well. So if its due, that's your inspection service taken care of and all you'll have to do is the oil change, filters, and fluids. If you do go down this route, don't forget to keep the receipts as evidence and to write up the service book accordingly.
Two final things.
1. Always dispose of all waste fluids responsibly in the appropriate container at your local waste disposal centre.
2. There are certain things on the servicing regime which are time specific e.g brake fluid and cam belt change. These are issues that are usually beyond the capabilities of the average bod. So unless you are very mechanically competent and have all the necessary equipment needed to remain safe and carry out the task, get a garage to carry out these jobs when due.

 

[Birty]

Thanks Borris... The Halfords was just an oil change.. Yes I could do most work but those days are gone..Leave to the experts.. Too many hard lessons learnt... Will shop around and I do like a vw stamp in the book should/when sell.. Once bought a standard T5 from SMG. That was my only dealing with them.. will ring for quote. (I notice they advertise a lot of cali’s but when I rang all had sold even though still on their website but assume they are very familiar with the workings)

 

[Borris]

Thanks Borris... The Halfords was just an oil change.. Yes I could do most work but those days are gone..Leave to the experts.. Too many hard lessons learnt... Will shop around and I do like a vw stamp in the book should/when sell.. Once bought a standard T5 from SMG. That was my only dealing with them.. will ring for quote. (I notice they advertise a lot of cali’s but when I rang all had sold even though still on their website but assume they are very familiar with the workings)

I might be wrong but I did read somewhere recently that SMG have the second biggest California quota of all the UK dealers.

 

[Amarillo]

I might be wrong but I did read somewhere recently that have the second biggest California quota of all the UK dealers.

I've said that - it was Martin who told me. Second behind Liverpool.


Follow my blog: www.au-revoir.eu

 

[Verity]

It helps if there is a California specialist at your service centre. We bought at Northampton, which was quite a long way away from us, and knowing that we lived in Cambridgeshire, the guys at Northampton suggested we take ours to St Ives where there is a California specialist. St Ives have been great. We are about to move to a new area, but I might bring the van back to St Ives as I know they will do a good job there.

 

[Phil75]

When I 1st got our van back in 2012 I was anxious to find a good dealer and travel to a West Sussex dealer who had good reviews on the forum at the time and seemed to know the Cali inside out but just did not get the feeling I was a valued customer and after a couble of visits with the best part of an hour each way decided and faullts not found. I decided to try our local van centre (Breeze Totton) I hve used them since then and even though not a "California" dealer have always come up trumps. They have fixed our "stuck down bed" Fixed our consumer unit /hook up unit and repaired wiring eated by rats on our t5 Cali and replaced our comprssor on a build fault on our T6.
On top of good service the van alway seem well treated and communications are 1st class.1/2 the battle is finding a dealer you are happy with and trust.

My dealer is commercial only so they can get it right just for vans.

We’ve got ours booked in at Breeze Pompey this week so hopefully they’ll be just as good.

 

[Meoncoast]

We’ve got ours booked in at Breeze Pompey this week so hopefully they’ll be just as good.

never used Pompey Breeze

 

[BikerGran]

I guess this problem is one of the DISadvantages of owning a nearly new Cali - I'm shocked at the kind of problems, like marks on the upholstery!!!

I bought mine used, a 2007 Cali, from a motorhome dealer, and have used the workshop that the dealers use - they deal with all kinds of motorhomes and campers, and seem to have a really good idea what's what - in spite of the fact that the rest of their work is with commercial vehicles, not just vans but large trucks. Mind you, truck and van drivers are generally very particular about the interior of their vehicles as they spend a lot of time in them (my OH used to be one!).

 

[JohnEast]

Hi Victor
Like you I live in Kent.
I have been taking my California to JCB Ashford Van Centre; I was about to find another garage after the first couple of visits but then found the garage full of "suits" with clipboards and subsequently I have been very happy with them (although pricey).

 

[Lloydfred]

I also use JCB Ashford but they also have a eurovans centre in Eastbourne. I don't know what it's like but I have seen a fair few campers in having work done