Hi everyone,
I just thought i should give a candid review of my experience with Kia Gloucester, and in particular with the two sales guys there - Elliot and Will - as well as with the service department.
The initial contact was great, i had requested a brochure on the website and was contacted by email a couple of days later with a friendly message from Elliot.
In the intervening couple of days i'd actually been in to the showroom and spoken to Will, who had answered all my questions with good knowledge and without being pushy about a sale.
Unfortunately they didn't have a KX demo car so i had a go in a 1.7 CRDi instead, and having been told that the 2.0 went better than the 1.7 (despite the weight penalty of AWD) i was actually quite impressed with the 1.7 and so the deal was done for a KX4 in Phantom Black.
In the following few weeks there were a few issues with the delivery of the car, and whilst both chaps are great in person they aren't necessarily the easiest to get hold of on the 'phone, and they're not great at returning calls either.
I've worked in customer service, and i think it's all about expectation. If you tell the customer you will call today, then you should call today. If you tell them you'll call by 6pm and you call tomorrow instead, you should have just said you would call tomorrow.
The other issue was around the towbar.
Supposed to be delivered with the car. Wasn't.
Supposed to be fitted the following week. Wasn't. The parts hadn't arrived and the workshop had failed to let the sales people (or the customer!) know.
Supposed to be fitted the week after that. Was, but when the customer arrived the workshop knew nothing about a courtesy car, nor any details about the customer, nor did they know where the parts were (despite the fact that the sales person had physically checked the parts when they'd arrived). They did find a courtesy car though and were friendly and apologetic. And they did a great job on fitting the towbar (by 4pm as requested) and even cleaned the car.
SO, in summary:
Great sales people for both pre- and post-sale service.
Great workshop staff.
Poor communication between sales and workshop.
Edited by: verysideways
I just thought i should give a candid review of my experience with Kia Gloucester, and in particular with the two sales guys there - Elliot and Will - as well as with the service department.
The initial contact was great, i had requested a brochure on the website and was contacted by email a couple of days later with a friendly message from Elliot.
In the intervening couple of days i'd actually been in to the showroom and spoken to Will, who had answered all my questions with good knowledge and without being pushy about a sale.
Unfortunately they didn't have a KX demo car so i had a go in a 1.7 CRDi instead, and having been told that the 2.0 went better than the 1.7 (despite the weight penalty of AWD) i was actually quite impressed with the 1.7 and so the deal was done for a KX4 in Phantom Black.
In the following few weeks there were a few issues with the delivery of the car, and whilst both chaps are great in person they aren't necessarily the easiest to get hold of on the 'phone, and they're not great at returning calls either.
I've worked in customer service, and i think it's all about expectation. If you tell the customer you will call today, then you should call today. If you tell them you'll call by 6pm and you call tomorrow instead, you should have just said you would call tomorrow.
The other issue was around the towbar.
Supposed to be delivered with the car. Wasn't.
Supposed to be fitted the following week. Wasn't. The parts hadn't arrived and the workshop had failed to let the sales people (or the customer!) know.
Supposed to be fitted the week after that. Was, but when the customer arrived the workshop knew nothing about a courtesy car, nor any details about the customer, nor did they know where the parts were (despite the fact that the sales person had physically checked the parts when they'd arrived). They did find a courtesy car though and were friendly and apologetic. And they did a great job on fitting the towbar (by 4pm as requested) and even cleaned the car.
SO, in summary:
Great sales people for both pre- and post-sale service.
Great workshop staff.
Poor communication between sales and workshop.
Edited by: verysideways
