[SkyWalker]

Originally Posted by GTO

*UPDATE*

The Senior management of Skoda came down to meet with three of Team-BHP's Moderators (GTO, Navin & Rehaan) in order to discuss the reported issues with Skoda’s after-sales service. We were pleasantly surprised to see Mr. Thomas Kuehl (Member, Board of Directors, Skoda India), present for the meeting as well. Mr. Detlef Roemhild (GM, After Sales) - along with other members of the Skoda team were also present to hear what we had to say.

wow! missed this thread for a day, and look what happened! A nice twist in the tale

Kudo's to the management team for taking this step, hope they go forth and execute, and we get to see the results soon.

[Thad E Ginathom]

Yes, I absolutely agree to the thread-title change, or else a new thread, beginning with a post giving links to Harish's thread and this one as background. Maybe something like Customer Service: Can Skoda deliver change?

As it stands, it represents what is, hopefully, a single incident of skoda-staff stupidity in the past. It remains documented and discussed and isn't going away, but it is no longer the focus of the thread.

[navin]

Originally Posted by Thad E Ginathom

Maybe something like Customer Service: Can Skoda deliver change?

Ofcourse Skoda can change, the question we need to ask is Will they?

What is clear is that some very senior managers at Skoda took hours out of their day to hear us out. I would like to think that the points we raised sent them a very clear message.

Some results should be immediately obvious to all Skoda owners others might take a few months.

Skoda if you are reading this I would advise you to use the reports you read here as dilligently as you do your JD Power reports.

[ShyamSCrdi]

Originally Posted by GTO

*UPDATE*

......
At the end of the day, Team-BHP and all the car manufacturers want the same thing : Satisfied customers. Though, Team-BHP is and will ALWAYS be, on the side of the customer.

This is absolute delight. Commend you guys for this. Am proud to be one among this community! Kudos!! Hats off!!! to the management.

Cheers.

[evo]

Just taking up from the truncated phone call bit, I have sent a sms to Yogesh saying that this phone call yesterday was truncated and since he didnt take my calls, he could call me if he wanted to discuss any clarifications.

No reply from his end, so I`m assuming that there are no clarifications that he has to make.

On a different note, a certain piece of rubber trim is missing on the left hand side indicator unit of the headlamp (tbhp kolkata members saw it during the Meet), so when I asked them to replace that, they asked me to purchase an indicator unit saying that it was the only way I would get the trim!

Another interesting bit is that when they had made the job card, they conveniently included wheel alignment and wheel balancing in that. When I asked why, the chap told me that its part of "routine service". He removed that when I refused to sign.

He also said that the body is not aligned properly. So I asked him how much would it cost to align to body. He and this chap called Mintoo exchange looks and say "Woh toh accident damage, humein kya pata kitna lage ga, gaadi ko kholna padega etc..."

[spadival]

Frankly evo, next time, you should take a hidden video camera with u and catch these dummies on tape. Wonder what they will have to say when the whole world watches them on youtube

[anujmishra]

This picture is worth of explanation. Skoda corporate also do not trust Skoda. He/She is having Mahindra and Hyundai.

[YC.BALENO.CHD]

Originally Posted by anujmishra

This picture is worth of explanation. Skoda corporate also do not trust Skoda. He/She is having Mahindra and Hyundai.

Well, this has been discussed alot here already and IMHO it has hardly any relevance with the topic and to be a bit fair, its not really necessary to own a vehicle of the same manufacturer you work for.
Do you expect all the people working with BMW to own atleast a 3-series? Maybe that representative of skoda owns a small hyundai and a bolero/scorpio from mahindra, and there is no skoda which caters to these two segments, hance the decision to purchase a non-skoda, also not to mention, we all have different tastes, needs and the cost factor as well decides the choice of a vehicle.


Regards.

[zaks]

Originally Posted by GTO

*UPDATE*

The Senior management of Skoda came down to meet with three of Team-BHP's Moderators (GTO, Navin & Rehaan) in order to discuss the reported issues with Skoda’s after-sales service. We were pleasantly surprised to see Mr. Thomas Kuehl (Member, Board of Directors, Skoda India), present for the meeting as well. Mr. Detlef Roemhild (GM, After Sales) - along with other members of the Skoda team were also present to hear what we had to say.

Wow, that is quite an accomplishment for T-Bhp. So they did some around for talks, speaks volumes about this forums reach .

Hope they act on their listening!

[RajaTaurus]

->GTO and all mods,
This is a great achievement to have Skoda come and meet you folks.
I believe they dropped the fist-fight and now they are here to do fire-fighting. Hope they get their acts together and understand / accept the Net Power..
They say "Pen is mightier than Sword". 'Net' is even more powerful.
We wish Skoda good luck.

[amit_mechengg]

Originally Posted by evo

On a different note, a certain piece of rubber trim is missing on the left hand side indicator unit of the headlamp (tbhp kolkata members saw it during the Meet), so when I asked them to replace that, they asked me to purchase an indicator unit saying that it was the only way I would get the trim!

Another interesting bit is that when they had made the job card, they conveniently included wheel alignment and wheel balancing in that. When I asked why, the chap told me that its part of "routine service". He removed that when I refused to sign.

He also said that the body is not aligned properly. So I asked him how much would it cost to align to body. He and this chap called Mintoo exchange looks and say "Woh toh accident damage, humein kya pata kitna lage ga, gaadi ko kholna padega etc..."

man they are still continuing to mess with you and your car. they are just nonsense people or u can say " Pagal Kutte". dont let them bite you.
as someone here said, prepare a sting operation.
mainly go and check again and again whether they are playing some foul game with your car.
ask them how will they do the BODY ALLIGNMENT, what a stupid statement "gadi kholna padega"
just get the work done whatever is free of cost. rest small niggling issue get it fixed from outside.

Even a roadside mechanic might be better bet than these.

Originally Posted by navin

Ofcourse Skoda can change, the question we need to ask is Will they?

What is clear is that some very senior managers at Skoda took hours out of their day to hear us out. I would like to think that the points we raised sent them a very clear message.

Some results should be immediately obvious to all Skoda owners others might take a few months.

Skoda if you are reading this I would advise you to use the reports you read here as dilligently as you do your JD Power reports.

did they speak even a bit about HARISH's Case, how their approach will be ? on what points they will negotiate?

did they speak of action points or roadmap as to how they will train their dealers (every individual at his place) to speak in proper manner with the customers?

[ac 427]

Originally Posted by GTO

*UPDATE*


4. We stressed that changes should be made by Skoda for ALL of their customers, not just Team-BHPians. What became apparent was how a lot of the major issues were clearly not escalated to Senior Management. Mr. Kuehl listened to all the concerns and was receptive to what we had to say. We guess he has a lot of thinking to do and a lot of questions to raise internally. Hopefully this will be a significant step towards driving positive changes for Skoda owners. We mentioned that as much as we are around to expose poor practices, we are there to encourage change for the better.

I am not sure about this one, Skoda Sr. Management has always known about the horrid A.S.S and that is the exact reason Mr Detlef has been appointed as the A.S.S head (Sound funny).
Having said so my belief in this community has been 'solidified'. We actually have the power to now change attitudes.

3 years back no one would have ever thought that a online community could make the Top Management of a auto giant co. come down and discuss issues.

Kuods to Team - bhp. To you personally GTO, Navin and Rehaan.

Without an ounce of doubt 'We Rock'.

Cheers,
AC 427

Originally Posted by YC.BALENO.CHD

Well, this has been discussed alot here already and IMHO it has hardly any relevance with the topic and to be a bit fair, its not really necessary to own a vehicle of the same manufacturer you work for.
Do you expect all the people working with BMW to own atleast a 3-series? Maybe that representative of skoda owns a small hyundai and a bolero/scorpio from mahindra, and there is no skoda which caters to these two segments, hance the decision to purchase a non-skoda, also not to mention, we all have different tastes, needs and the cost factor as well decides the choice of a vehicle.


Regards.

No but i do epxect if i have the capacity to buy 2 cars and if i am the marketing manager of skoda, i should be driving a skoda.

[Zappo]

Guys I think we can stop this patting ourselves on the back routine, at least for now. We did what we believed in and we will continue doing that. If a manufacturer thinks that they can gain something by talking to us or by listening to the perspectives of a huge automotive community then kudos to them.

As for us we will simply follow the truth and our passion. We did some old fashioned plain talking. What remains to be seen is how Skoda responds to the feedback that they received from a huge base of autoheads who live and breathe cars. The choice is with them on whether they want to address the open issues and endear themselves to their potential customer base as well as with their existing customers.

So lets follow that act and keep a hawk's eye over whether we percieve any real change in the way the Skoda A.S.S. deals with its customers. If they do then its good for them and we at this board will welcome that change with open arms and cheer for Skoda. If they remain as impervious as ever then they keep getting the sticks and loose some more. And lets not get too overwhelmed over the preception that we did something earth shattering by having the Skoda reps with us for a meeting.

[tortoiseNhare]

This thread has reached its logical end. Also, the number of pages is exactly 100 as of now. I think this thread could be closed after creating a new thread with relevant links as suggested by Thad.

[harry10]

What i gathered from the update-
1.- Good and detailed work done by the mod team so they deserve the applause.A detailed report is always a good way to make a point.
2.- It is good to see Skoda people coming forward and making an effort to atleast see what all is wrong within their organization(its said first step is the toughest one to take and the rest just follows, so hoping the same happens here).
3.- I dont see the need for Thread heading to be modified yet. The results are still not out so the heading should remain the same for the time being.
4.- We should keep aside what Meghna drives as thats not the point in concern.
Point is can Skoda make changes which can make all its customers 'DRIVE' their car comfortably without any more complaints.

@Evo- You are damn patient sir. I was in your position few heads would have been banged by now or the car being sold off.
But then i feel you still love your car to keep on going through this torture

Time will tell how much benefit this meeting can produced but atleast some start has been done.