Shock rejection
Having leased a Volkswagen Touareg since December 2019, I was recently deciding its replacement. My needs have changed a bit: a seven-seater would be ideal, with grandchildren popping up all over the place.
Having owned a Kia Sorento Mk1 and Mk2, I thought a Mk4 would suit perfectly, so I arranged a test drive with Wessex Garages. The salesman was great but, to my horror, my order was declined. He told me of the appeal process and I provided the relevant documents (read proof of income).
I waited patiently for a response, waited some more and then finally decided to contact the salesman, who had neglected to tell me that he would be away on holiday. He said the process would take two weeks.
Having had eight new cars – on HP, PCP or lease – I’m clued up on the buying process, so this delay felt more like a rebuff than a genuine reason.
So I contacted Sinclairs of Cardiff, spoke to the salesman who previously sold me a Tiguan and explained my experience with Wessex Garages. Within 24 hours, I had ordered a new Touareg Black Edition for delivery in March 2022, having breezed through the application process.
My advice to Wessex and Kia is first to know your customers. If you can’t look after customers who have purchased from you previously, who can you look after? Second, keep your finance in-house as does Volkswagen. Financing is through Volkswagen Financial Services, not third-party firms who don’t know your customers or their history. It’s by the combination of both that my custom was lost.
As for the grandchildren, they can always go on the roof rack! Abdur Roap
Cardiff