Хочу поделится опытом и уверен, что это поможет многим из вас, коллеги, не только при общении с VAG-head-offices, но и других производителей... только таким образом мы с вами всиле изменить отношение со стороны, порой, не профессиональных представителей этих известных и хороших компаний-производителей к клиентам в нашей стране... чем больше будет таких наших писем "туда" - тем скорее они оттуда смогут наладить правильно и логично работу своих дилеров-импортеров "здесь" и местные представители будут более уважительно относится к клиентам, а не "драть" деньги, порой, ни за что... И так, моя проблема c "профессионализмом" украинских представителей всеми нами любимых брендов VAG возникла еще пару месяцев назад (смотрите здесь кто не вкурсе ... http://www.autoua.net/auto_f/showflat.php?Cat=&Board=autoua&Number=89862&page=&view=&sb=&o=&vc=1 )
P.S. Наиболее приятная цитата (вы найдете ее в тексте) - "... we sympathise with you if you felt irritated by the personal behaviour of VIPOS’ staff. Be assured that we will contact our Partner on this behalf. We wish you many more years of happy motoring with your Audi A4".
Хронология идет с конца переписки - к началу...
-----Original Message----- From: kundenbetreuung [mailto:kundenbetreuung@audi.de] Sent: Monday, October 14, 2002 11:08 AM To: Kirilyuk, Sergey Cc: kundenbetreuung Subject: Your query
Dear Mr. Kirilyuk,
Thank you for your new e-Mail of October 8th, 2002.
We learn that VIPOS informed you about the possibilities of obtaining spare keys for your vehicle. Since codified keys play an important role as to the security of your vehicle, the best way of obtaining them is the way VIPOS described to you.
Thus, we state that VIPOS was correct as to the facts presented to you.
However, we sympathise with you if you felt irritated by the personal behaviour of VIPOS’ staff. Be assured that we will contact our Partner on this behalf.
We wish you many more years of happy motoring with your Audi A4.
Yours sincerely,
i.V. Manuela Huber i.A. Erika Seres
AUDI AG After Sales Customer Care 85045 Ingolstadt Tel. +49 (0) 800 2834 7378423 Fax. +49 (0) 800 329 26 2834 service@audi.de http://www.audi.com
thanks to your attention to the problem, which could so easy arise only because of brand representatives in the definite country professionally can't control situation and take care of good world-wide brand 'Audi'.
Unfortunatelly my efforts to solve problem directly with Deputy Chairman of Vipos (as U recomended) in Kiev Mrs.Pastelnikova weren't been succefull. The only good thing - they called me by phone on next day when I sent message by E-mail (U were copied - see below) and invited to office for solving my problem. When I came and described in details the nature of issue, Mrs. Pastelnikova asked to show this notcoded-immobilaser-key and then started very agrresivelly prove me that such duplicate-key-form couldn't be sent from Germany and therefore can't be succesfully finished (coded) on Vipos, so I must pay 70 Euro and order new key-duplicate and only through Vipos because other VAG-dealers in Kiev will can't recieve special code-numbers from Germany and sell or codify me the key duplicate. After that mechanics-specialists tried more than 1 hour to clarify if it's the real key (e.g. available for codifying)... My arguments to Mrs.Pastelnikova (deputy Chairman) that Vipos group as an only official Representative company of brand AUDI in Ukriane, must behave properly and take care, first of all, for good brend-reputation than try to fraud the customers with stories that all other VAG dealers havn't rights (and therefore can't!) for selling spares (accessories) for Audi cars and so on... I was promised by Vipos that NO ONE other dealer VAG will can codify this key-duplicate, but I did it very easy on next day with one of VAG dealer in Kiev - 'Automir' company for 20 euros (guys had shown real professionalism and speed when were solving my problem). Of course, I'm not trying to prove that it's better just because of price, the most important thing for AUDI AG (as I assume) - good reputation and professional behavior of brand-representative company in every definite country. Please correct me if I'm wrong... Such arguments to Mrs.Pastelnikova were not been convincing, as I uderstood - on my proposition to make codification (of key-duplicate sold by GTK - VAG dealer) for free on Vipos and better make the process of control over the dealers, she told that Vipos don't care and (the most sad thing for all of us and AUDI AG) is not going to care...
I'm sure you have to be more aware and demanding to your official representative company VIPOS in Ukraine (the country where AUDI AG decided to start producing the AUDI cars !), especially to executive top-managers staff in this company, because the only customers' needs oriented professionalists must work on such brend as AUDI is. At least, disciplinary actions to such furious and irritable managers must be made...
with best regards, and still loving AUDI... Sergey. Citibank (Ukraine), Treasury department.
-----Original Message----- From: kundenbetreuung [mailto:kundenbetreuung@audi.de] Sent: Monday, August 26, 2002 4:50 PM To: Kirilyuk, Sergey Cc: kundenbetreuung Subject: (AUDI-2002/08-05813)
Dear Mr. Kirilyuk
Thank you for contacting us once again with your query.
You will certainly understand that we are unable to clarify your complaint directly from this end в?"for it is difficult to judge from a distance and on the basis of correspondence only without having the opportunity to further investigate this matter.
For that reason, we suggest you contact our importer in charge of the market in the Ukraine, AUTOGRUPPE VIPOS (Tel.: 044 213 в?"0202, Fax.: 044 213 в?" 2947), to whom we have already forwarded your query.
Thank you once again for writing to us. Be assured of our utmost attention at all times.
-----Original Message----- From: Kirilyuk, Sergey Sent: Wednesday, August 21, 2002 3:21 PM To: 'agvipos.market@audi-service.kiev.ua'; 'agvipos.market@audi1.kiev.ua' Cc: 'kundenbetreuung' Subject: Audi A4 (WAUZZZ8DZSA024670) - key-immobilaiser - GTK (Kiev) fraud
Dear Ladies and Gentlemen,
please read carefully below correspondence regarding unprofessional behaviour the one of official dealers of V.A.G. in Kiev - GTK company (Grino-Triple-Crown) http://www.volkswagen-gtk.com.ua.
(Unfortunatelly my original request to VW-customer-care with explanations weren't coppied by them in reply so I briefly repeat it again).
I ordered through GTK duplicate of key-immobilaiser to my car Audi-A4 (as they are official dealer for services VAG in Kiev - I relied on them appropriatelly) but recieved just not-ready for use form of this key despite of the fact their promisses before ordering that I'll get the ready for use key-immobilaiser (it was handled by guy Ruslan from car-spares deparment). Just after I recieved 'ordered key', I tried to use it but no chance... Other representative from their office - Nikolay then explain me by phone that I should go now to other VAG dealers in Kiev like German Motors or Atlant-M and there to continue the process of tuning this key (scanning codes from computer my car, creating the code and programming this new-key-immobilaiser etc.). Of course, all of this head-ache, I must do myself - spend time, additional (extra) money. My arguments about their promisses to give me ready-key weren't accepted with full trustee to words of own employee Ruslan than customer's explanations. My attempts to speak with their director Mr. Nonik Valeriy weren't successfull, so only hopes I can rely - it's customer-support team of general-importer Audi brend in Ukraine - VIPOS Group (as was recomended by your head-quarter). I'm sure you can influance on them and explain that if THEY ARE OFFICIAL V.A.G. DEALER - their business behavior with customers must be appropriate otherwise terminate their license as official dealer so they' will not spoil the brend of VAG. By the way, their price for duplicate key-immobilaiser was 3.5 time lower than in your company VIPOS. How it can be possible ?
It happens 3 weeks ago, still nobody even tried to call me and help, so really appreciate in advance your support and hope that your explanations-actions to them will be appropriatelly continued by them 'making job they have started to do till the happy end for customer'.
with best regards, Sergey Kirilyuk, Citibank (Ukraine), Treasury Department. Tel.(office) +38044 4901037
P.S. Manuela / Sabina - pls be aware about continuing this process (speed, reaction etc.) and you'll have good view/understanding how difficult to solve the problems with some official-representatives even of good auto brends in this country. Such situations push most of your not-corporate customers, who pay own money, for looking service away from authorised dealer-points.
-----Original Message----- From: kundenbetreuung [mailto:kundenbetreuung@audi.de] Sent: Monday, August 19, 2002 3:20 PM To: Kirilyuk, Sergey Cc: kundenbetreuung Subject: Your Audi A4
Dear Mr. Kirilyuk
Thank you for contacting us with your query.
As all matters regarding the market of the Ukraine lie within the responsibility of the importer, we have forwarded your correspondence to the head of client relations at: Autogruppe VIPOS Ul. Oransherejnaja 1 04112 Kiev Tel.: 044 213 в?"0202 Fax.: 044 213 -2947
Please kindly address any further questions you may have to this office.
Thank you once again for bringing this to our attention.
-----Original Message----- From: Kirilyuk, Sergey Sent: Monday, August 12, 2002 4:58 PM To: 'kundenbetreuung' Subject: RE: Your message (AUDI-2002/08-05813)
Hi Michel and Alexandra,
thanks for your attention to my message-request, which I sent to VW head/quarter regarding unprofessional behaviour with customers by one of the official dealer in Kiev - Grino-Triple-Crown (GTK). By the way, on different auto-related web-sites in Ukraine of Audi-lovers and other customers, who used their service, weren't happy, as well (unfortunatelly available only russian-language web-sites, but if you have russian-speaking staff you can check it on http://www.autoua.net/auto_f/showthreaded.php?Cat=&Board=autoua&Number=90066&page=&view=&sb=&o=&vc=1 or http://www.audi.org.ua/phorum/read.php?f=4&i=471&t=471 .
I'm sure that such key-related issue can be solved pretty quick, especially taking into account presence not only VW-official representatives but Audi own, as well, main dealer-importer ('Vipos group' as I know, or may be 'German Motors' company has previlege level?).
Anyway, I expect solving this problem this week and hope to have tuned (corrected) this key-duplicate for soon car-trip outside Ukraine.
best regards, and waiting for good results, Tschuss,
-----Original Message----- From: kundenbetreuung [mailto:kundenbetreuung@audi.de] Sent: Monday, August 12, 2002 3:39 PM To: Kirilyuk, Sergey Cc: kundenbetreuung Subject: Your message (AUDI-2002/08-05813)
Dear Mr. Kirilyuk,
Thank you for your e-mail.
It may take a little while to process your request. You will receive a message as soon as all necessary information is available. Until then we kindly ask you for your patience.
Please do not hesitate to contact us for any further enquiries.
Yours sincerely,
i.V. Michael Frisch i.A. Alexandra Willems
AUDI SERVICE CENTER AUDI-2002/08-05813 85045 Ingolstadt Tel. +49 (0) 800 2834 7378423 Fax. +49 (0) 800 329 26 2834 mailto:kundenbetreuung@audi.de http://www.audi.com ------------------ Datum: 09.08.2002 12:07:33
Message from the Internet: vw-online.de/Messages to the Volkswagen AG
Dear Mr. Kirilyuk
Thank you very much for your enquiry.
In order to give you a complete answer, we need some more time. Please be assured, however, that we will get back to you as quickly as possible. Thank you for your patience and understanding.
Yours sincerely
Volkswagen Customer Care
так как в английском секу слабо - но это лично моя проблема.
А можна для таких как я вкратце на "нормальном языке".
З.Ы. Если честно я и по-руски слабовато
Сказали они, что понимают мою проблему, сочуствуют (несколько раз в переписке сообщают, что они там далеко в Германии, а я здесь в Киеве и посему тяжело разобратся кто прав кто виноват, а посему Випос должен все порешать)... и сожалеют, что общение с Випосом меня разочаровало и не помогло, якобы они из Германии уже контактировали Випос по моему вопросу и намекнули чтоб те клиентов больше любили :-))... в хорошем смысле этого слова. Также в конце переписки желают мне удачи и удовольствия от вождения моей Ауди А-4... это так вот, вкратце... подучи чуток язык, измени имена дилеров и тоже самое можешь слать во Францию, если местная Илта плохо вести себя будет...
Відповісти
Поперед.
Зміст
Наступ.
Гілками
- но это лично моя проблема.
