HONEST, EFFICIENT, HASSLE-FREE, GREAT SERVICE
I planned to do this months ago, but forgot until I drove past Volkspower yesterday.
I don't usually review things but as people are more likely to review when they aren't pleased, it can make something seem a lot worse than it actually is. I want to even the score to give a more balanced perspective.
I contacted Volkspower in regards to replacing a component on my daughter's car. It was one of many places I was calling because as it is my child driving, I didn't want to take any chances. I wasn't planning on booking a time, I was just trying to find someone who I was comfortable using.
Marty answered when I called and was very informative. He explained the process to me in simple terms, gave me a repair timeframe and a ball-park quote. He said if I sent a photo through of the part and it's serial number, they could have a replacement there tomorrow. He then asked if I wanted to be put through to Tarsh in the office to book. I liked the no-fuss, knowledgeable service so far so I thought it was at least worth making an appointment. I agreed, spoke to Tarsh who was great, and it was over in minutes. It was all too easy, which suggested that these people knew exactly what they were doing.
I then researched Volkspower online to make sure I made the right choice. The only three reviews I could find were really bad but nothing suggested bad workmanship. The issue was with their interactions with Marty, and the fact that Volkspower is not MTA registered. I found Marty great to deal with, and was quite happy to deal with abrasive behaviour if it arose so long as the work was done properly. I work in trades and know some can be a bit rough around the edges but I also understand that many, especially if they are the boss and have their reputation to think about, will only react badly to clients if something has been said or done that has really, really grated on their nerves. I also checked into MTA, worried that I would be sending my daughter's car off to be repaired by novices. I realised that it just meant that Volkspower, like many, is not part of the association. Even though our own company is part of our industry's association, I know of many excellent companies who aren't, so no membership was fine by me.
I was very dubious about the amount quoted as it was extremely low compared to others I had spoken to. I was quoted a reasonably priced part, a diagnostic check and 45 minutes labour. Considering others quoted many hours of "complex" work, and a "hard to source and therefore very expensive" part (and freight), I assumed that Marty's quote was just a tactic to get me in the door and that the extra hours and expenses would be tacked on to the invoice when the repairs were done. As a female car owner, I have learned to accept that a lot of mechanics will take advantage of my ignorance, so I took the quote amount with a grain of salt and decided to take the car in anyway, telling my daughter to prepare for the "unexpected additions" when the invoice came. As it turns out, the invoice was for the exact amount quoted. No unanticipated expenses, no extra hours due to some unforeseen complication, just 45 minutes labour, a diagnostic check and parts. This was months ago, and the part is working perfectly.
I also want to mention Tarsh in the office. My daughter was terrified of going there to pick up her car after school. She gets very anxious speaking to strangers, especially about things that she knows little about. I told her that Tarsh seemed lovely on the phone but that didn't make her feel any better about having to do it. No worry was needed, because Tarsh was so good at customer service that my daughter came home relieved and mentioned twice how nice the "woman in the office" was to her. Not a big deal to some, but as I know my daughter, hearing something like that from her was huge.
I left my car with Volkspower early morning (last year) to find out what errorcode was generated on my beetle, received my car back in the afternoon, they found nothing as the error got cleared when I unpluged the battery to get it going. Next morning, I saw some new scractch on my beetle so I emailed them to find out what can be done about it (if they want to do insurance claim or should I claim it with my insurance). Next minute, I get an abusive call with very foul language from the service manager (Marty Douglas) accuse me of being a liar. I have never been insulted so much in my life, I hung up when he have said enough. Then he email me to basically say sue him if I have evidence that the scratch was done by him... I though that was it, but then I keep getting invoices from them. I refused to pay the $140 they wanted for their rude service. It's now nearly a year and still they sent invoices. I had enough so I phone MTA to complain. Spoke to Julia who advises me that Volkspower is not MTA registered so they cant help me, but advises me to pay so I am going to pay but I will leave my review everywhere so people know that they gave me abusive customer service, they are not MTA registered, and they are not Volkswagen's agent.
400-402 Tuam St Christchurch
Motor Trade Association (Inc)