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Author Topic: Wessex Garages, Bristol  (Read 15910 times)

Offline colin

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Re: Wessex Garages, Bristol
« Reply #15 on: May 18, 2012, 06:07:42 pm »
Second birthday for my car is imminent, so it went in to Wessex for its low mileage annual service.

Everything was exactly as it should be: easy to book in; friendly handover with Tim in the Service Dept who then gave me the keys to a loan, erm Kia Picanto (not bad for what it is, except for the completely feel-less steering); phone call mid afternoon to say it was ready; car handed over with a full report on what was done, nicely cleaned inside and out. And the remainder of the tin of Selenia left for me (it is a nice tin, isn't it?).

I can ask for no more, really.

Top marks, guys.

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    Offline laz

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    Re: Wessex Garages, Bristol
    « Reply #16 on: August 01, 2012, 05:38:29 pm »
    rang the service department just after lunch for a price to carry out first service on my a500c today. gentleman said i will ring you back in five minutes, still waiting for a call back!

    Offline Bristol_Rich

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    Re: Wessex Garages, Bristol
    « Reply #17 on: March 15, 2013, 11:57:49 am »
    Regrettably, from my experiences I cant recommend Wessex Bristol.

    I have been using them for my servicing requirements since their opening some 2-3years ago, however whilst initially things looked promising it went down hill from there quicker than a rat down a drain pipe.

    Every time I've booked the 500SS 6k oil change it was as if I was talking absolute gibberish.  Trying to get a price out of them to find out how much the oil change would be was even harder.  Two tins of oil, filter, copper washer and a bit of labour...how difficult can it be?...its a scheduled service item?  Added on the 12m cabin filter change and it blew their mind.  :-\ ???

    The 18k service came round and they tried charging me £800+ for the 36k service.  After standing in the service reception with the Service Manager, Regional Service Manager and Technitian with the service docs led out on the table explaining to them the service requirements my confidence went through the floor. 

    Another 6k service and yet again more trouble getting a price at booking...  "Somewhere between £180 and £65"...not much of a variation then.  ::)

    MOT complete and top mounts need replacing.  They requested two weeks to get the parts in, I gave them 4.  Arrived on the agreed date and they'd not ordered the parts, clueless of booking, no prior warning telling me not to bother turning up.  Two weeks later parts eventually turn up. 

    Car goes in they replace the top mounts and refit the scuttle wiper spindle cover panels they'd broken on removal.  Noticed prior to going home and asked for replacements.  4months later they'd still not ordered them...in the end the conversations (I was ALWAYS ringing them) were getting ridiculous.  I sourced a replacement myself, next day...gave up trying.

    Staff churn is high (not a problem if sufficient training is in place) hence this is reflected in the level of service you experience.  Never see the same face twice and seems like they pull people in from the Wessex network who major in KIA/ Hyundai.   

    Use local Independant specialist for basic requirements...my trust in Wessex has long gone.

    Offline simer

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    Re: Wessex Garages, Bristol
    « Reply #18 on: March 15, 2013, 02:25:35 pm »
    I agree.

    I've used them twice for servicing/oil changes and both times ended up having to go back to have remedial work done.

    I'm probably going to try TH White in Cirencester next time - if I don't happen to be passing Plymouth.

    Offline sandys

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    Re: Wessex Garages, Bristol
    « Reply #19 on: March 15, 2013, 02:32:10 pm »
    TH White did my oil change this week, did it whilst I waited, generally get a better vibe from them than Wessex, oil change was priced reasonably and would probably be trouble free if Fiats computer system didn't constantly insist on suggesting the wrong oil for my car etc.

    Offline Rikki23

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    Re: Wessex Garages, Bristol
    « Reply #20 on: March 15, 2013, 03:43:25 pm »
    I must agree too! I got my 595 Comp from them and I have to say it hasn't been a great experience! I defo won't use them for servicing or any other services!   :thumbd:

    Offline Carpo

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    Re: Wessex Garages, Bristol
    « Reply #21 on: March 15, 2013, 11:36:10 pm »
    Wife took the car in yesterday to have the clutch problem sorted out.  They told her it "had something wrong with it".  Surprise surprise they hadn't properly planned for her visit (it was booked a week ago), therefore it ended up with them saying they would order in the parts and would have to book it in again.

    We've only had the car two weeks....

    And don't get her started on the registration number transfer that appears now to have got lost somewhere.
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    Offline Carpo

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    Re: Wessex Garages, Bristol
    « Reply #22 on: May 13, 2013, 08:10:07 pm »
    Wessex aren't improving! Took her car in again after they ordered the part.  Waited until 3.15 then they phoned me to say that they'd just opened the box and realised they had been delivered a left hand drive clutch pedal rather than RHD.  Couldn't they have checked it sooner?  She's still waiting....... :whistle:
    500 Abarth.  Bossa Nova White with Italian flag stripe.  Basic with Red callipers, Blue & Me and leather.
    100 smiles per hour!

    Offline Gem930

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    Re: Wessex Garages, Bristol
    « Reply #23 on: August 28, 2013, 09:19:31 am »
    Big massive thanks to the guys at Wessex who did a major yesterday with no problams at all. Had a Mito for the day, they washed my car and I had a call when it was ready, all you ever need. Well done. :thumb:
    A500,White with red stripes,17" Diamond cut,Black Leather, Interscope, Lowered on FK coilovers.

    Offline Bigscreen

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    Re: Wessex Garages, Bristol
    « Reply #24 on: October 10, 2013, 01:44:37 pm »
    Nice sales people but abysmal service department.

    Both my wife and I took valuable time off work to drop the car off at a pre arranged time only to be told we could not be seen for, wait for it, at least another 3 hours!! It was booked in for an inspection visit for what my trusted independent garage had highlighted as worn top mounts on the front suspension and I wanted it sorted under warranty. Only after I stood my ground did a somewhat harassed senior staff member agree to take a look and stormed off in front of me in a huff towards the car.

    We went for a test drive with the result "Nothing wrong with it, get the tracking done" With this I insisted the car was properly inspected on the ramp as the steering had a knocking sound on turning the wheel, it felt vague when driving and had severe inner edge tyre wear on one wheel. Again reluctantly the senior staff member agreed to inspect the car further and left us to wait in the showroom. He returned after a short while later and reassured me that there was no problem with the top mounts and that tracking would solve the problem. We left Wessex Bristol feeling bruised, belittled and somewhat undervalued. 

    But who am I to disbelieve 'The Experts' so i promptly booked the car in for tracking at Protyre. Surprise, surprise the tracking was near enough spot-on and even after minor adjustment the car still drove like crap.

    Nothing for it but to take the car to another dealer, no way are we ever going to use Wessex Bristol again. We chose T.H White in Cirencester, just before they moved to Swindon and the difference was black and white. The welcome was genuine, they carried out an inspection promptly while I waited and sure enough diagnosed worn top mounts without me even telling them what I thought the problem was. Strangely we also had an engine warning light come on just prior to our inspection visit, that too was diagnosed efficiently and the engineer politely explained everything that was going to be done and we booked the car in for it's repair while parts were ordered along with a loan car. All went smoothly with no drama, and we now have a car that does not wonder all over the road needing constant steering correction and no engine warning light to worry about either after a selection of sensors were changed. Also it was a pleasure to be treated by a company that still recognises the value of great customer service.

    A big thumbs up for T.H White and I will happily travel to Swindon should the car require any further warranty work :thumb:

    Sadly a big thumbs down for Wessex Bristol :thumbd: It appears customer service is a thing of the past there.
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    Offline sandys

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    Re: Wessex Garages, Bristol
    « Reply #25 on: July 01, 2014, 10:33:44 am »
    My car has been poorly recently and as these guys are my nearest dealer I took it there, have to say I was a bit reluctant as I stopped using them due to poor service and things the oil change issues I have had here where they wrongly filled the car but I was stuck for time and it was as far as I wanted to travel in something that wasn’t working right after going pop on the Nurburgring.

    On the whole a positive experience to start with, fault with car diagnosed quickly (Turbo failure) and the service guy Scott took me through the costs involved in repair and appeared quite clear, we discussed options, turbo repair is quite expensive at Abarth so I asked about getting a 3rd party to repair/supply the turbo and if they could just do the remove and refit. They were quite happy to do this which is good, not all garages will.

    As it turns out I had to go away for a period and would of been out of comms and unable to sort the logistics, the price of a new turbo direct from Garret (supplied by Turbo dynamics) was the same as Abarths supplied turbo so got back in touch regarding using parts from Abarth to get me going quicker as I didn’t want to delay, this was fine, I mentioned I  wanted to retain old parts for future use (failure analysis so I could target future turbo work in the right direction) this was all agreed and we went ahead.

    Little did I know it would take 4wks for the turbo to arrive from Abarth :( so much for it being the easy option. I kept in touch regarding progress and timescales, of which they could supply none, the turbo just turned up one day :rolleyes:  on the calls I mentioned that I wanted to retain the turbo to many different people on the phone and could they package it up for me, sure no problem was the reply, got the car back today, it is nice to be back in the Abarth :) paid my eye watering bill and looked for the old bits and pieces in my car, of course they were not there. :(

    Spoke to Scott and it turns out I have to pay a £250 surcharge to keep the turbo, this has come out of nowhere, at no point did anyone say this was the case, when told I could get a recon unit from and it would all be warrantied etc, I did call in to clarify I could have the old turbo and keeping it and this was fine, no charge mentioned. Whilst I can understand their position that it is standard for recon parts to have a charge, If I was told upfront I would of just bought a new one direct, I don’t like to waste dough, who does, amusingly on the phone to the you constantly hear prerecorded messages about their customer service awards and providing clarity etc, not very clear here. I asked Chris the service manager to pull in the recorded calls they take for training purposes as I have all the times I called in (mobile phones eh :) ), it would appear they don’t do this.

    In addition I found used hoseclips left in the engine bay which is not good, paying a premium for labour, these things shouldn’t happen.

    So not the happiest at the moment (bit of a theme when visiting Wessex unfortunately) as I had plans for next with seasons sprint and a bit more power, I really wanted the old Turbo stripped down, assessed and rebuilt with the right focus assuming I don’t go for another turbo entirely, the failure was odd as there was no indication, no noise, no smoke etc, it just stopped, that’s your lot, so it would have been nice to have it looked at, of course back of my mind you wonder about the numerous times a dealer has put the wrong oil it, what long term damage does that do, I don’t know  :(

    So it goes another visit to Wessex and more disappointment, shame really as it was one of the more positive visits, the service team were actually returning calls which is an improvement from prior visits. If you do deal with them you might want to keep a record of calls,  names, times etc. for your future reference, I did not and so could not say with certainty who I spoke too.

     :thumbd:

    Offline Bristol_Rich

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    Re: Wessex Garages, Bristol
    « Reply #26 on: July 01, 2014, 01:53:37 pm »
    This pretty much sums up every experience I've dealt with them.

    Its not so much that I have a problem with the work that they do (all be it at a very high premium - the mechanics Ive spoken too all seem to have their heads screwed on and are human beings) its the Wessex clones who manage the front desk area is the problem.

    Communications or lack of is the biggest issue.  Staff churn is high and frequent, Ive yet to see the same people in the department on a regular basis.  I understand why they do it, however this leads to a highly inconsistent level of customer service.  You also get the impression that noone is empowered to make any sort of decision small or BIG, manager/supervisor or not.

    I gave up on them a long time ago.  They have let me down on more than three ocasions and seem to be of the opinion that you'll come back because you have to. 

    They have no perception of basic customer care or values, we all of course all sit around doing nothing waiting for the day we need to take the car into Wessex only to be told to come back as the parts hadnt been ordered and they forgot to tell you.

    For what its worth if you need the Abarth "specialist" element I'd recomend TH WHite in Swindon.  For me in time terms takes no longer to get to and the level of service was somewhat better.  You can at least hold a conversation without having to talk in statements.

    As to Wessex, personally I think they'd be better off putting some of the Mechanics on the front desk WITHOUT any Wessex indoctrination.  At least there would be half a chance of getting good knowledgable service.
    « Last Edit: July 01, 2014, 01:57:49 pm by Bristol_Rich »

    Offline Gem930

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    Re: Wessex Garages, Bristol
    « Reply #27 on: August 28, 2014, 01:42:13 pm »
    Well done Wessex you did a good job. I booked my service a month ago for a collection and return from home. It was only an oil service for £139 and all went extremely well. I had a phone call an hour before collection, a call when the car had been serviced, with an advisory on rear tyres (I can sort that myself) and get this, a video from the technician explaining what had been done. The car was returned later as promised.
    They did exactly what they said they would do, so, well done.
    A500,White with red stripes,17" Diamond cut,Black Leather, Interscope, Lowered on FK coilovers.

    Offline Gem930

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    Re: Wessex Garages, Bristol
    « Reply #28 on: August 25, 2015, 03:18:07 pm »
    Well done Wessex, one year on and another good service with collection and delivery. Thanks
    A500,White with red stripes,17" Diamond cut,Black Leather, Interscope, Lowered on FK coilovers.