Good day Jimmy,
Thank you for your time earlier in VW Alexandra showroom despite your busy schedule.
The vehicle purchased in January 2013 is showing mechanical issues and would like to send my vehicle for rectification for the following:
1) vehicle juddering
2) side mirrors not able to open up
3) window stuttering
4) annoying sound at rear side of vehicle when moving off
5) RCD310 button dropped off. Reported approximately a month ago when sending in for first 15k servicing.
*as spoken earlier, I would need a courtesy car to ferry my folks during the course of repair.
That aside, good day to VW General Management and Team, I would like to write in a complimentary letter to inform VW General Management Singapore and Germany, for the sales person, Jimmy Lee, for his prompt response and services from the time purchasing this product, and his prompt aftersale service excellence and assurance.
Perceiving from the iconic VW hippy van when I was in London, I was caught by attention via the advertisements over national tele and radio broadcast featuring Dave Gahan, I was caught by the new age family and friends oriented advertisment; I went forward purchasing a sedan car for my family. From a consumer end perspective, I would like to commemorate Jimmy Lee for his relentless effort executing in aftersales service excellence with integrity.
During the course of mechanical breakdown, I sent in a service request via online platform a month ago and I hadn't received any callback from service department for a month until today, I swung by VW Alexandra earlier this afternoon, one of the SAs had to put me through this protocol. I was told I had to send my vehicle in for a day for rectification for a new vehicle purchased less than 1 year. I meet up with Jimmy Lee shortly and he assured without a blink of an eye; a lady called my mobile promptly to follow up.
I spoke to a few Service Advisors and was told it's not possible to escalate request for a courtesy car during the course of repair as I need the vehicle for work and ferrying my elderly folks on weekends. I wasn't very please over the counter because it seemed like the Service Advisors didn't take into consideration to accustom to daily social needs and marketing and advertising initiatives that has been put forth in Singapore market. For a moment I felt I landed myself with a wrong purchase.
According to a report I came across from a business studies conducted by a group of marketing students and finance institution published in the marketing magazine, a company will exceed in revenue sales target because of recurring sales and possible new accounts based on excellent aftersales service.
Based on my observation in VW Alexandra, he is a great employee which has a great attitude in assuring his clients and I am very sure he is truly an asset to Volkswagen Singapore.
I would like to thank Jimmy Lee and the General Management in Singapore for service excellence. I definitely will recommend my network of friends and clients to purchase via Jimmy Lee.
Thank you and I am looking forward to working with a business relationship with Volkswagen in the future.