Volkswagen purchase
Inchcape/Group1 Volkswagen, Swindon
I bought a new Polo in March 2024 from Inchcape Volkswagen, Swindon. Inchcape have since become Group 1 Volkswagen. I have owned VW Polos for over 12yrs.
I was sold an Extended Warranty, Service Plan and Gardx Paint & Interior Protection Plan.
I recently scraped the rear panel and bumper and contacted Gardx to effect a repair. They sent out someone from DWV who did an excellent job. When the DWV repairer was showing me the completed work he commented that it had been previously touched up. I said I was not aware of that as I had bought the car brand new. The assumption, therefore, is that it was done by the dealer prior to my handover. This was not mentioned by the dealer.
During the handover the connection to my mobile phone was demonstrated but as there was no wi-fi and it didn't work on my phone. I was subsequently advised that someone would contact me to arrange a demonstration. This did not happen. This has never worked properly. Neither my wife or myself have been able to play music from our phones when we are both in the car together.
I saw this comment on Google reviews.
' While booking they had also told me they will do the app connection to my mobile phone free of charge and refused saying their team is busy.'
This is frustrating.
I was sold an Extended Warranty that included breakdown cover. However, I do not recall being told that it only covered the first 12 months. I had to arrange my own breakdown cover after that and the breakdown cover included with the Extended Warranty would activate in Year 4 (I think!), after the standard VW 3 year warranty expires as this does not include breakdown cover. I'm still not clear when it is activated.
I was also sold a Service Plan. I arranged the 1st Service and for the car to be collected from my home at a cost of £20. This did not happen. After waiting all morning I phoned VW Swindon to be told that my booking had 'not transferred' to the new system. A new appointment was arranged and the collection fee was waived. This was annoying as it meant having to rearrange transport for two separate days and wasting a morning waiting for the collection that didn’t happen.
I understood that I would be provided with the Gardx Paint & Interior Protection Aftercare Pack. I have never received this after many enquiries.
This is a part of a transcript from their chat bot:
'Lily (04/01/25 12:15:32 pm): I can certainly have my team confirm how to get the Gardx Paint & Interior Protection Aftercare Pack that was supposed to be provided at the time of purchase as those details are not listed'. I was never contacted after this.
The windscreen wipers have never worked properly. They make an awful grating noise. I mentioned this to the dealership and they told me that they would need to have the car for a day to check the wiper mechanism. The mechanism is fine, it works. The problem is with the blades. I have been told by an independent garage that the wipers need replacing. It’s a car just over a year old. How can the wipers need replacing? I notice that the guarantee does not include wiper blades. I bought new wiper blades from Halfords and they work a treat. If the dealer had bothered to just see the wipers working they would have realised the same thing. There was no need to spend a day checking the wiper mechanism. They were duff wipers. The rear wiper also needs changing as it’s worn. After 1yr? I feel that the dealer was just fobbing me off and couldn’t be bothered to check the blades.
It is difficult to actually talk to anyone.
A Google reviewer was advised to contact the address tellusmoreinchcape I emailed that address but got a bounceback from. I then emailed tellusmoregroup1auto.co.uk on the 16th July 2025 but had no response.
I've been left with the impression that VW are only interested in the sale, plus upselling any extras and not interested in providing after sales customer service.
