Customer Satisfaction

[acetip]

found this in local paper.

every 6 months the institute of customer service asks 26000 people what they think about the service they recieve.

the average satisfaction was 74.4 percent for the car industry

mazda 83.3 pc

volvo 81.5 pc

bmw/mini 80.0 pc

toyota 79.8 pc

mercedes 79.6 pc

there will those of disagrre with the findings, which ever make of car they have.

please dont shoot the messinger.

[FROSTYBALLS]

Presumably Toyota will have suffered due to the recall situation it found itself in. We have a Mazda, and have found that Mazda UK's customer service can be particularly inept. When Mazda had kept us waiting for 10 weeks for a new HT lead for our Mazda 2 back in 2008, Mazda UK's customer service manager didn't know our car was based on the Fiesta, used Ford engines and running gear, and was built on the same production line in Valencia as the Fiesta and Fusion. She had to go an check with Mazda UK's technical department to confirm what I told her was correct, and that a Fiesta HT Lead would fit. Mazda UK's stance previously had been to put me in touch with the dealer's service manager, and to leave things to him to sort out. No progress-checking or similar.

Given that they put things right after I completed the customer service questionnaire after the car's first service, and was pretty damning about the car and the abilitiesof Mazda to build and sell cars of merchandable quality. Got the next service (a £ 299 major service) paid for by Mazda UK.

However at this service, when the car had done only 10,800 miles since new, the dealer identified it needed new front tyres due to the tracking being incorrect. Bought new tyres and had it tracked at an independant tyre fitting centre, who stated categorically that the tracking was so far out on both sides, it must have left the factory like that.

When I bought my last Corolla (a Colour Collection) in 2006, I wanted the Toyota alarm fitted. Toyota initially said the alarm was only an option on the T3 and, if fitted to the Colour Collection would not carry the Toyota warranty, as it wasn't an approved part for the Colour Collection. After I got Toyota to agree the Colour Collection was based on the T3 as per the brochure, and that mechanically and electrically it was the same as the T3, Toyota changed their view and supplied the dealer with the relevant part numbers, etc. The salesman was quite taken aback after getting a very direct phone call from Toyota.

Of the 15 new cars we've bought over the years, 4 have been Toyotas, 6 Nissans, 2 Hondas and 3 Mazdas. We've found the Toyota dealer network to be at least the equal of Honda and both better than Mazda and Nissan.

[bruce e]

Of the 15 new cars we've bought over the years, 4 have been Toyotas, 6 Nissans, 2 Hondas and 3 Mazdas. We've found the Toyota dealer network to be at least the equal of Honda and both better than Mazda and Nissan.

A well informed post, nice one!

[hertsnminds]

In my experience it is nothing to do with the manufacturer but more the individual garage. I used one Citroen dealer who were excellent with their customer service and another who were indifferent. The Mazda dealers we used were disorganised at best and were then taken over by another group, but that is down to managerial incompetence rather than Mazda. I only see my Toyota dealer once a year when the car needs serviced and they seem very competent. It really depends on the response you get to any given issue.

[Red diesel]

Presumably Toyota will have suffered due to the recall situation it found itself in. We have a Mazda, and have found that Mazda UK's customer service can be particularly inept. When Mazda had kept us waiting for 10 weeks for a new HT lead for our Mazda 2 back in 2008, Mazda UK's customer service manager didn't know our car was based on the Fiesta, used Ford engines and running gear, and was built on the same production line in Valencia as the Fiesta and Fusion. She had to go an check with Mazda UK's technical department to confirm what I told her was correct, and that a Fiesta HT Lead would fit. Mazda UK's stance previously had been to put me in touch with the dealer's service manager, and to leave things to him to sort out. No progress-checking or similar.

Given that they put things right after I completed the customer service questionnaire after the car's first service, and was pretty damning about the car and the abilitiesof Mazda to build and sell cars of merchandable quality. Got the next service (a £ 299 major service) paid for by Mazda UK.

However at this service, when the car had done only 10,800 miles since new, the dealer identified it needed new front tyres due to the tracking being incorrect. Bought new tyres and had it tracked at an independant tyre fitting centre, who stated categorically that the tracking was so far out on both sides, it must have left the factory like that.

When I bought my last Corolla (a Colour Collection) in 2006, I wanted the Toyota alarm fitted. Toyota initially said the alarm was only an option on the T3 and, if fitted to the Colour Collection would not carry the Toyota warranty, as it wasn't an approved part for the Colour Collection. After I got Toyota to agree the Colour Collection was based on the T3 as per the brochure, and that mechanically and electrically it was the same as the T3, Toyota changed their view and supplied the dealer with the relevant part numbers, etc. The salesman was quite taken aback after getting a very direct phone call from Toyota.

Of the 15 new cars we've bought over the years, 4 have been Toyotas, 6 Nissans, 2 Hondas and 3 Mazdas. We've found the Toyota dealer network to be at least the equal of Honda and both better than Mazda and Nissan.

Interesting stuff - so Mazda use the same parts as Ford (on the old model Mazda 2) - yet its a 10 week waiting time for HT leads, would have being really interesting to see how long it would take Ford to supply the same part. I think manufacturers are not doing particularly well on customer service generally these days - ie

expecting customers to Shell out thousands to fix modern diesels at 70 or 80 000 miles. Funny you mention Mazda because i saw on another forum that a customer

got a bill of 2,800 euros from Mazda to fix a fault that was due to a design issue on the car. I wonder what the chances are of that customer buying Mazda again lol,

shame as they are a nice car as modern cars go. But like Toyotas the modern ones aren't as reliable as older models like the 80s and 90s 323s and 626s

Red diesel

[Parts-King]

Older cars had little to go wrong with them, Euro regulations and the drive for lower emissions / more power / less noise / sat nav /radio bla bla bla make for more things to potentially go wrong

The likes of the JD power survey are good indicators because it is the customers view of the dealer / manufacturer

There will always be differences in the service you get from one dealer to the next, that is human nature, just like you get supermarkets who are better at some things. MOST dealers offer a good service, the trick is to offer exceptional service and not to rest on your laurels

Kingo

[FROSTYBALLS]

Interesting stuff - so Mazda use the same parts as Ford (on the old model Mazda 2) - yet its a 10 week waiting time for HT leads, would have being really interesting to see how long it would take Ford to supply the same part.#

shame as they are a nice car as modern cars go. But like Toyotas the modern ones aren't as reliable as older models like the 80s and 90s 323s and 626s ##

Red diesel

# Mazda agreed to the dealer ordering the Ford HT Lead on the Wednesday afternoon. Part received at the Mazda dealer Thursday afternoon. Ford HT Leads fitted Friday.

## Reliability: #

1987 Nissan Micra owned from new til May 1990. No issues

1990 Nissan Micra owned from new til May 1993. Front pipe to exhaust replaced under warranty. No other issues

1992 Nissan Micra owned from new til Oct 2004. Front pipe to exhaust replaced under warranty. No other issues.

1993 Nissan Sunny owned from new til Feb 1996. Driver's seat base replaced under warranty. Gutter to boot area re-sprayed under warranty due to seal on tailgate rubbing.

1994 Honda Concerto owned from new til Feb 1998. Driver's door swtich for central locking/alarm replaced. No other issues.

1996 Toyota Corolla owned from new til Dec 1998. Radio replaced under warranty. No other issues.

1998 Toyota Corolla owned from new til Dec 2000. No issues;

1998 Nissan Primera SX owned from new til Oct 2001. No issues;

2000 Honda Civic owned from new til Oct 2003 - no issues;

2001 Nissan Primera owned from new til Oct 2003. No issues;

2003 Mazda 323 owned from new til Oct 2006 - no warranty issues, one recall for replacement of bolts on manifold;

2003 Mazda Premacy owned from new til Aug 2007 - drivers airbag module replaced under extended warranty June 2007. No other issues;

2006 Corolla owned from new til Oct 2009 - tailgate struts replaced under warranty June 2006 due to corrosion. No other issues;

2007 Mazda 2 owned from new - coil pack replaced under warranty Apr 08, HT Leads replaced under warranty Jun 2008, front tyres replaced at 10,800 miles due to incorrent tracking. No other issues;

2009 Auris owned from new - no issues to date.

All of the above cars were owned for 3 to 4 years. Mileage ranged from 15,000 to 36,00 over the period of ownership.

[Jan&tone]

Frosty, how about this one then...

1989 1.6 Corolla

1993 1.6L carina E

1995 1.8GS Carina E

1999 1.8GS Avensis

2002 1.8GS Avensis

2005 2.0 t-spirit Avensis

2008 t-spirit Prius gen2

2010 t-spirit Prius gen3 + wife's Aygo blue

Problems? What problems..

All cars owned from new, all px'd for the next one.

From the Corolla till the T-spirit Avensis were from one dealer who closed so the rest have been from Lookers Rayleigh.

No problems with either dealer over all the years.

I must add that since 1997 until last year my wife had 2 Suzuki Alto's -7 years each, the only problems with either was a faulty door handle on the drivers side 2 years ago, cost us 25quid including fitting!

Hopefully the two Toyotas we now have in the family will continue the reliability record.

[acetip]

Frosty, how about this one then...

1989 1.6 Corolla

1993 1.6L carina E

1995 1.8GS Carina E

1999 1.8GS Avensis

2002 1.8GS Avensis

2005 2.0 t-spirit Avensis

2008 t-spirit Prius gen2

2010 t-spirit Prius gen3 + wife's Aygo blue

Problems? What problems..

All cars owned from new, all px'd for the next one.

From the Corolla till the T-spirit Avensis were from one dealer who closed so the rest have been from Lookers Rayleigh.

No problems with either dealer over all the years.

I must add that since 1997 until last year my wife had 2 Suzuki Alto's -7 years each, the only problems with either was a faulty door handle on the drivers side 2 years ago, cost us 25quid including fitting!

Hopefully the two Toyotas we now have in the family will continue the reliability record.

if every one was so fotunate with their cars.