Advertisement

“Room for improvement at too many official dealer networks”

Editor Graham Hope looks at our Driver Power results and wonders why aftersales care often doesn’t match up to the cars being sold

Everyone has very different criteria when in the market for a new car. For some, reliability is most important. For others, running costs. Maybe styling is key for you. Or performance, perhaps?

Aftersales care, I’d wager, rarely figures too prominently in the thinking of many potential buyers caught up in the excitement of choosing a shiny new motor. But it should. Because as our Watchdog pages prove on a weekly basis, when things go wrong, the service you receive from your dealer can become the single most important factor in shaping your perception of a brand.

Advertisement - Article continues below

Best car dealers 2016

This week, our Ultimate Guide To Buying A Car features our countdown of the top official dealer networks compiled from feedback supplied in our Driver Power survey of around 50,000 motorists. And as ever, the results are extremely insightful.

Would you believe, for example, that the biggest complaint a huge one in four have about their local dealer is that their phone calls are never returned? It’s incomprehensible that such a basic failing should cause so much grief, yet it’s a phenomenon I’ve experienced myself on a number of occasions.

And of course, when you do get through, dealers are very quick to capture your data and subsequently bombard you with pointless texts and E-mails about promotions and events you don’t want to attend. Hugely frustrating, isn’t it?

Even more concerning is the presence of some of the most significant names in the UK car market in the bottom third of our dealer countdown. The likes of MINI, Vauxhall, BMW, Land Rover, Audi, Ford, Volkswagen and Nissan are big sellers here in Britain, but frankly in many cases their garages simply aren’t as good as their cars.

If you’re considering buying, I’d urge you to look at our results before signing on the dotted line.

Have you had a bad experience with aftersales? Let us know below..

Advertisement
Advertisement

Recommended

'Sorry Jeep, but Kia now makes the best all-American SUV'
Kia

'Sorry Jeep, but Kia now makes the best all-American SUV'

With Kia winning the World Car of the Year 2020 award with the American-built Telluride, Mike Rutherford believes Kia has beaten Jeep at their own gam…
18 Apr 2020
'Costs may drop, but buyers’ expectations don’t'
News

'Costs may drop, but buyers’ expectations don’t'

Just because premium brands can offer cheap finance deals, it doesn't mean that they can fob buyers off with poor customer service, says Deputy editor…
15 Apr 2020
“UK motor industry – your country and its people need you”
News

“UK motor industry – your country and its people need you”

Mike Rutherford thinks the motor industry can still do more to help provide life-saving medical kit
12 Apr 2020
‘What better than a thumbs-up from an existing owner?’
News

‘What better than a thumbs-up from an existing owner?’

Editor-in-chief Steve Fowler gives his view on our 2020 Driver Power survey, and is especially pleased by Kia's success
8 Apr 2020

Most Popular

New Cupra el-Born electric hot hatch offers 310-mile range
Cupra el-Born

New Cupra el-Born electric hot hatch offers 310-mile range

The sporty Cupra el-Born is the Spanish brand’s first all-electric vehicle – and it has a maximum claimed range of 310 miles
8 Jul 2020
New Polestar 2 2020 review
Polestar 2 Hatchback

New Polestar 2 2020 review

We get behind the wheel of the new Polestar 2 to see if it can rival the Tesla Model 3
7 Jul 2020
New Kia e-Niro 2020 review
Kia e-Niro SUV

New Kia e-Niro 2020 review

All-electric Kia e-Niro mid-sized SUV 
benefits from same updates as hybrid Niro versions
9 Jul 2020