Bl**dy Inchcape Derby

[Braindead]

Despite advice from fellow Toyota owners not to use Inchcape Derby service department, I booked my Prius in for a 10k service this Saturday.

When I arrived, the staff didn’t know the price of the service, nor did they know the correct oil grade for a Prius then they told me they had no Prius technicians in today and could I come back another day! I booked the service a couple of weeks ago.

Words totally fail me. The car is brilliant but, as ever, it is let down by c**p aftersales service.

BTW, this is the same outfit that tried to talk me out of buying a Prius in the first place. Guess they don't like Prius owners - or any other Toyota owners it seems from what other folks are telling me.

My Neighbour drives 11 mile to use a dealer that is not Inchcape!

in my personal opinion, they are to be avoided at all costs!

[TheNissanMan]

Best bet is to put a review up in the review ection, try to keep criticism constructive as it is reviewed by TGB, point out the negatives and let others know how you feel...

[sera_beetle]

thanks for the info

it's a really shame when something like that happens it does put much faith in phase 'toyota service' does it.

hope you find a firendly grange soon mate

[Braindead]

Best bet is to put a review up in the review ection

I tried but got a database error message. Any ideas?

BTW, think I might have reported your post by mistake....finger trouble, sorry.

[Boro Sera]

Despite advice from fellow Toyota owners not to use Inchcape Derby service department,

If someone has had a bad experience with a dealer and ADVISES you not to go there, they probably should be listened too. :(

I appreciate it's probably easiest to go to the local place, but shop around.....ask around....not all dealers are to be avoided, but the ones that you really should avoid are known about on these forums.

If you find a good one then let everyone know.

Rich

[jamesholden]

I've found derby to be a bit variable.

I would recommend Ron Brooks in Ilkeston, thats not far from Derby and have always found them a pleasure, and have better coffee too! Really old basic 80's type machine but the results are lovely. The people are very good their too.

[SMW]

Hmmmm . . I'm currently taking civil action against a Lexus dealer - their registered company name ? Inchcape Toyota Nottingham - a pattern emerges . . . .

[Braindead]

I would recommend Ron Brooks in Ilkeston

Yeah, just rang them. They can't fit me in for 2 to 3 weeks yet Inchcape Burton can get me in next week! What does that say to you? My guess is Ron Brooks is busy for a reason!!

I'll have to go to Burton cos the car's at 10k now. Can't wait now Derby have let me down. But Ron it is next time!

[Titto]

Mate, Ron brooks is 2 minutes away from my house.

My Grandad used to get cars from there

My dad then did

My uncle does

my uncles sons do

My auties mum and dad do

My sister does

I do

Ron brooks is quite well known within the toyota dealership and it does have good service personell. But, its like anywhere, you only have to have 1 bad experience and your gone - i've just been lucky. But id recommend them to anyone.

[will.johnson]

Inchcape Derby is a 'Pilot' dealer for a new Call Centre, which takes incoming Service Booking enquires. We enlisted their help as the demand on booking into us was so high and we were not able to effeciently answer the volume of calls coming in purely to Book for a Toyota Service. We now have a team of 7 extra staff in addition to the 4 already here at the Inchcape Derby as well manning the phones, and our feedback from the speed of the booking and quality of service is now extremely positive.

As with anything new, there are problems too, and sadly Mr Newton encountered one of those. Our call centre had made the booking without knowing/checking if a Prius Technician would not be available on this particular Saturday (the Technician's shift system not permitting etc..)

I apologise for Mr Newton's lack of Customer Service, and have contacted him directly too via e-mail. I am glad this situation has been brought to my attention as there are clearly some urgent Training issues to be dealt with at the Call Centre and Dealer level which I will be addressing today.

I receive letters, phone calls and e-mails on a daily basis thanking me for the way Inchcape Derby has looked after them. We are often complimented on the speed of the booking, and even though we are one of the largest Toyota Centres in the UK, manage to retain a high level of customers because of our Aftersales 'experience'. Being a big site, with plenty of resource to accommodate most Toyota owner's requirements, we book in quickly as we have over 15 new courtesy cars, collection/delivery operation and an efficient 'while you wait' service etc...

We are excellent at most things, and when we are not, we take criticism seriously and constructively. This is why I have responded on this Owner's Club Forum, so that anyone who wishes to contact me directly is able to on will.johnson@inchcape-derby.toyota.co.uk

I am not looking for ridicule, only constructive comments whether good or bad. All feedback is gratefully received. I am being sincere when I say that I am here to ensure that when mistakes happen, we learn from it, improve what we do, try to offer Outstanding Customer Service every time and not 'upset' people as we quite obviously have here.

Thank you for your anticipated replies,

William Johnson

Customer Services Manager

[SMW]

Will

Fair play to you for taking the time and effort to respond on here. Unlike most dealers you have realised that this forum gives you access 12758 (and growing) Toyota owners.

I'm sure you will get some constructive feedback.

[TheNissanMan]

Will,

Hopefully you'll notice that although sometimes heated discussion will be found on the forum as with any online club with such a large user base there should be enough maturity on the board to appreciate the fact that critiscim is noticed.

Thanks for the time to post a response to the inital argument, much appreciated...

R

[adam-von-monkey]

Having used Inchcape Derby for the past 6 years and having owned and purchased 3 new Toyota's from Inchcape Derby, I have always found the service to be excellent and the staff to be as friendly as a close family. I always send them a xmas card and all the staff acknowledge me by name upon visiting the showroom, To be honest i used to be a Ron Brooks customer and was very upset by the treatment i recieved on several occasions at that dealership. ( Just goes to show that no dealer is perfect) Overall, i'm sure that the service levels are in line with everyone else. it's just that we as people find it very easy to Slag off people over a bad experience but are highly unlikely to complement them on a good one. Not that i'm one to criticise, but what kind of name is "BrainDead"( hopefully not meant literally). Anyway, i'm sure there are hundreds of customers who agree with me and are just like me, only forced to comment when pushed by people who are very criticle of everyone else. i'm sure they are infallable in there own fields and never get it wrong!..........Yeah right!!

Let's look at the big picture here people.

I agree with William and have met him on 2 occassions (Nice Bloke).

[TheNissanMan]

Not that i'm one to criticise, but what kind of name is "BrainDead"( hopefully not meant literally).

Could we keep the thread on topic and not diverse into personal attacks, online forusm people use all sorts of names and am sure the same could be said about yours, lets keep this on the topic being discussed....

[SMW]

Adam new poster

Do you work for Inchcape Derby by any chance ?

[adam-von-monkey]

I don't work for Inchcape Derby, I just feel that the good service levels i recieve along with many other customers do go un-noticed and if i did work for them, would feel proud to do so.

There are ALWAYS 2 sides to a story. or is this forum only about the negative aspects of this issue?

[TheNissanMan]

not one sided, it's just unsual to see a member join up alongside a member of staff to post.

It is always good to hear members state that they have experienced good service from a dealer and again good notes will be or should be added to the review section.

I's just a bit of coincidental timing thats all..

[adam-von-monkey]

Undertsand the comment, it's just i think they are a good bunch and do recommend them to my family and friends, so far both my parents are on there second Toyota's from them and my dad has ordered his 3rd (due for delivery 1st September - Corolla T- Sport new Model) Very nice... My sister is on her second and as i stated, i am on my third. Personally i think they are as good as anyone else.

[TheNissanMan]

Don't know if Will knows but out of personal ineterest when did Inchcape Toyota UK cease its links with Inchcape Toytota Hong Kong ?

I know Inchcape Hong Kong used to be responsible for the UK allocation of cars mainly from the Quarry Bay office but would be interested to find out when and why the company structure was changed....

Sorry now its me going offtopic :)

[adam-von-monkey]

I joined today because usually i just read what you guys write about and not being to computer literate, thought the whole thing was a little over my head, got to say i'm enjoying the discussions and think i will be a regular vistor now i know how easy it is. (any one else who just reads, should view there opinions).

Thanks

[TheNissanMan]

I joined today because usually i just read what you guys write about and not being to computer literate, thought the whole thing was a little over my head, got to say i'm enjoying the discussions and think i will be a regular vistor now i know how easy it is. (any one else who just reads, should view there opinions).

Thanks

welcome aboard :)

[will.johnson]

Sorry "Rhaines", but I canot answer your question about as and when Inchcape Japan changed to Inchcape UK.

Inchcape UK happened a good few years ago now, but that is recent in terms of the overall Company's age.

I have personally been with Inchcape Derby for over 9 years, and the only change at Inchcape Derby in that time was the name change from mann Egerton to Inchcape.

I believe that Inchcape Dealers used to be/are still in some cases known as mann Egerton, Wadham Kenning, H A Fox, Hunters Land Rover, Gerard mann Merc Benz, Vencents, Cooper's BMW etc...

The names were changed to make the Inchcape Group more uniform.

I hope this is of some help to your query.

Kind Regards,

Will

[SMW]

No offence intended - it just looked so strange that a dealer should join up and put a first post up and then a few minutes later another person joins up from the same town and their first post is also in defence of the dealer.

I'm sure you are genuine Adam so welcome aboard and look forward to seeing more of you around here

[Ken]

No offence intended - it just looked so strange that a dealer should join up and put a first post up and then a few minutes later another person joins up from the same town and their first post is also in defence of the dealer.

Even odder that they both have the same IP addy, so i had a look :D

Netname- *****-*****-Inchape

Descr- ****-* IP advantage subnet for Inchape

Nice try fella's <_<

[will.johnson]

To all genuine members,

I replied to an issue a Customer has had with Inchcape Derby.

I need no defense, as I am not denying the circumstances around Mr Newton's experience. I would ask any Inchcape employee's not to comment on here, and to contact me internally, as you are not helping the situation.

Please disregard the other Inchcape person's comments if that is the case.

Everyone is now aware at the Centre here, as I held a meeting this morning with the General Manager regarding this whole issue, then my Serivce manager and team.

I hope you all accept my comments as being genuine I am keen to use this site and its member's comments to not only create a positive impact on the way this Centre operates, but also learn from the feedback what Toyota owners expect.

Thank you once again,

William Johnson

Customer Services manager