151 replies to this topic

[jakepeg]

Very satisfied thanks, Was a 2 hour drive to get there, but much better than sitting in any Vauxhall dealership. Friendly, approachable and feel you are treated by people who understand that car is special to the owner. Not a get to A to B run around, even if it is. Would rather drive to TMS than the 20 mins to local dealership.

[vpower_car]

as today I've been delivering cars and talking to customers who were having cars done

And several visits to forums as well

From a business point I know you'd like to keep on top of things in the web, but surely forum posts and threads should not take precedence over customer service? And surely these are things that can wait until such a time as you've dealt with any orders/work/queries/etc and are free to respond/browse?

It seems that if you are a customer sometimes the only way to get action or a response is via a forum

As Christoff has said you need divert more attention to the core part of the business, and it does appear that you are trying to resolve this by getting additional staff. I would also suggest that if a complaint or grievance is raised that it's dealt with before it hits a forum, and if you find something has - call the customer first (such as Chistoff) - I know I'd be alot happier if someone called me first rather than do it via the forum before speaking with me.

Edited by vpower_car, 20 June 2007 - 11:02 PM.

[Thorney]

Completely agree. However in this instance I was unnaware there was a problem as previous emails (I thought) were being dealt with - my mistake, I got it wrong. Do you think I like it when complaints hit forums? Of course not, but if they do I like to think I'm honest and up front enough to deal with them is an best a way is possible and not hide that fact.

[VXT Tim]

Don't think i'd act so calmly toward people, customers aside (who you don't know from Adam) telling me how to run my business!

Edited by VXT Tim, 21 June 2007 - 10:22 AM.

[CHRI]

Don't think i'd act so calmly toward people, customers aside (who you don't know from Adam) telling me how to run my business!

I concur, if one should criticize someone on a public forum one should not be anonymous as its impossible to defend oneself against someone not telling why the criticize, and if one is not even a customer then I don’t believe you have the right to do so.
Moreover being anonymous makes your criticism very thin. And if one should criticize it should contain constructive ideas so that something good could come out from it.

I for one would not want Thorney to withdraw from this forum because he is probably one of the most experienced VX experts on the forum.

/Christoffer

Edited by CHRI, 21 June 2007 - 11:36 AM.

[Rosso Rebel]

In the short time i've had the VX (4 months, nearly 10,000 miles!!) I've been really pleased with the service from TMS, both from the actual work done - only small admittedly a 1000 mile oil change and a replacement rear light cluster, and also in answering my numerous queries in a friendly and helpful manner. I have benchmarked this against three other dealers I have / do use on a regular basis. The first being MINI who were excellent and have the money to invest in more than enough staff to answer queries and a dedicated parts business, and the second being a Renault main dealer who were not such a professional set up as TMS and didn't inspire confidence in their workmanship or call back when promised and third an independant TVR dealer who has an excellent reputation for workmanship but each job takes about 3 times as long as it should and you rarely get an update as to what's going on - another victim of it's own success. John manages his bookings diary to ensure that he doesn't have too much work booked in at one time, and yes it is easier to leave the car for the day for the longer jobs but it's best to factor that in advance and not sit there clock watching (You do however have the opportunity to browse the net or use the PS2 !) At the end of the day John is the corporate image of the Company and i'm sure you'd all like to spend 5 minutes speaking to him about the work you want to be carried out on your car and get honest advice - that's the personal touch you get from TMS. I only take as I find and my opinions are from personal experience and not hear-say. If I had any issues I would definately bring them up in person and give any company the chance to rectify them off-line before taking anything further, but appreciate that it's difficult if you can't get to speak to some-one. At the end of the day I put my money where my mouth is & my car's booked in next week for it's first service

[techieboy]

Just got back from having an enhanced service at TMS. As with my last visit (Stage II+), very efficient and very helpful. Good quick service and they all liked the newly retrimmed interior. I can't comment on the mail order issues but face to face they're nothing other than a pleasure to deal with. John was as frantic as ever but took the time to check out each car that was being worked on to make sure there were no issues and answered my questions about my next mod. If only things were as easy at my local Audi dealer.

[ianrm]

Thanks Techie I must say anyone who's thinking of a retrim should have a look at Techieboys interior. Top class and a different colur too which in my opinion is better than standard choices.

[casino]

Where's the Plans Experience Poll or the Courtneys Experience Poll ? Or the Vauxhall West End Experience poll ?



FFS cant believe this thread is still going !!

[walkes]

As this is my thread can someone please lock it. TA! Enough is enough, if you have a problem with TMS I think that you need to take it up with them rather than putting it here. OK so the guys not hitting 100% but I believe that John and the TMS guys are willing too sort out any issue you may have with them, you just maybe have to be a little bit patient at times. thanks Steve

[CHRI]

As this is my thread can someone please lock it. TA!



Enough is enough, if you have a problem with TMS I think that you need to take it up with them rather than putting it here. OK so the guys not hitting 100% but I believe that John and the TMS guys are willing too sort out any issue you may have with them, you just maybe have to be a little bit patient at times.



thanks Steve

I wish that was an alternative but I had under several weeks sent numerous mail and PM:s asking for information if the brakes I paid for one month ago were shipped or not. I never got an answer for that simple question leaving me little alternative than to take it out here. You might have a solution for what I should have done instead?

/Christoffer

Edited by CHRI, 21 June 2007 - 09:44 PM.

[Thorney]

OK, I'll lock it. Walkes original thread was in the light of a complaint from one customer to see if that complaint was representative and it turned out it wasn't. The poll was for work undertaken by us at our workshop and at the time of counting we had an 83% overwhelming postive response (which I'm proud of). Chris had a justifiable complaint as regards mail order and I believe we've dealt with it openly and honestly and I hope (assume) its been resolved as the goods have been confirmed as delivered. I have no problem with Chris (or anyone else for that matter) posting comments on the service and I appreciate his candour. One thing though, we work on (on average) 15-17 VX220's per week, every time I ask if the owner is happy with the service, tuning, power etc and the response is overwhelmingly positive. If you work that that means we've worked on perhaps 1000 vx220's in the last 2 years alone and yet there are only a very small number of votes here. Either that means people generally are unhappy but unwilling to say anything, are generally happy but can't be bothered to say anything or really don't care about website and voting. Its nice to get feedback (good and bad) and I think I've shown that I take negative comments in the contructive light that I hope they are made but at the same time its nice to get a pat on the back too, sometimes people take a good service for granted, which is nice but we all need a bit of a positive come back at times.