[Wizzard]

   Цитата:

Astana

Wizzard,
будем ждать звонка от ОД с извинениями
чувствую доооолго будем ждать

Ура, я уже получил сегодня маляву из головного офиса
Если вкратце, то они донесли до нашего любимого дилера информацию по моему вопросу, попросили его разобраться в случившемся, незамедлительно связаться со мной для решения всех открытых вопросов и затем отчитаться по этой проблеме перед ребятами из Вольфсбурга

Service compliant response

Dear Mr Belyayev,

Thank you for contacting us, although the reason that prompted you to write is unpleasant.

We were sorry to learn that you have reason to complain regarding the service you have received within the Volkswagen service organisation in Astana, Kazakhstan. No doubt, we can well understand your disappointment about the experiences described and the inconvenience involved.

Since our efforts are always directed towards providing a service network which is reliable, efficient and courteous, and although each retailer is an independent franchise, it is for us - given our high standards in terms of product and service quality and our interest in customer satisfaction - always regrettable to learn about circumstances in which the service received did not meet a customer's expectations.

Prompted by your correspondence, we have informed our importer, Mercur Auto Ltd in Almaty, about your on-going dissatisfaction and critical comments on the service of their branch in Astana. We have asked them to investigate the matter you have raised and to get in touch with you in order to clarify all your outstanding questions without further delay. Our importer will also inform us about the outcome of this issue.

In closing, we would like to thank you for bringing your experiences to our attention, because customer feedback which helps us to improve our service is always appreciated.

Yours sincerely,
i.V. Holger Andres i. V. Maurizio Meloni

Volkswagen AG
38436 Wolfsburg
Tel +49 (0) 1805 865579*
Fax +49 (0) 1805 329865*
Mail to customercare@volkswagen.com
Homepage http://www.volkswagen.de

Ну и собственно сам донос, если кому интересно

Service compliant

Dears,

I would like to draw your attention to the quality of services rendered at one of your official dealer located in the Republic of Kazakhstan (CIS) - Mercur Auto Ltd. Leaving aside many problems VAG users face in Kazakhstan, I would like to stress your attention to a particular incident at one of its branch in Astana (specifically - spare parts department) I experienced recently. Just for a brief introduction: I have been driving VW Touareg since 2010, both vehicles were bought in Astana at Mercur Auto Ltd. (July 2010 and May 2012) and, to be honest, I am almost 100% happy with the products you made. The only exception is quality of services, which I presume resulted from its (VAG Dealer) exclusive position on the market – we don’t have any alternative within 700km range.

Here is my story. I placed an order to buy two items for VW Touareg NF from official catalog of accessories (Art. no. 7P0 071 360 и Art. no. 7P0 071 608 96D) dated November, 7th 2012. Prepayment (50%) was made in line with internal rules amounted c. EUR650, and the estimated date of delivery was indicated as January, 21st 2013. Since the start of February this year I had been trying to track my order repeatedly phoning to and visiting Mercur. During this period I was communicating with specialist (Mr. Khusain) from spare part department. It was a nightmare. He was not ready to update me on the order status and constantly promised to call me back should he find out the details. He was constantly forgetting to call me back, and when I reverted he always confessed without compunction in his forgetfulness. All this together with dealer’s attitude forced me to question that my order was actually placed, although Mr. Khusain demonstrated me an official form indicating everything was under control. Time passed and I pushed him to clarify the situation or return my prepayment. On February 18th he successfully contacted with head office of Mercur Auto Ltd. in Almaty and made me glad saying my order arrived to temporary storage warehouse in Almaty. That means I should be waiting for another 2-3 weeks for all necessary customs procedures and delivery to Astana. At least, I was told my order is about to come to Astana and I was ready to wait. Last week (March 6th, 2013) I phoned to Mercur in order to find out some news. The answer I received (ATTENTION! After 4 months since my order placement) put me into a stupor “we cannot execute your order, because those items (art. numbers) from some other kind of catalog …” CURTAIN!!!

I hope you will not leave my request without attention, as we can’t see other option to affect Mercur Auto Ltd attitude in terms of VAG services rendering.

Many thanks for your time and consideration