Pros 
Cons Customer Service Chronicles: A Tale of Two Experiences
Hawke's Bay Peugeot, Citroën, Suzuki, Opel & GWM has garnered a reputation that spans a wide spectrum of customer experiences.
On the positive side, many customers have praised the dealership for its friendly and welcoming atmosphere. For instance, one satisfied buyer expressed their appreciation for Sam, the salesperson, who made the car-buying process seamless and enjoyable. New owners of Haval vehicles found the customer service to be exceptional, with representatives like Daniel and Jamie going out of their way to provide assistance. In fact, one couple shared:
“Amazing service from the team, especially with Ilya! Quick responses! We were able to close the deal within 4 hours after our initial query!”
However, this positive feedback contrasts sharply with some experiences where customers felt let down, particularly concerning service appointments. One customer from Masterton felt extremely disappointed after a failed software update during a 1 PM service appointment, which resulted in additional delays without any clear explanation. This inconsistency in service quality certainly raises eyebrows and highlights the need for improved communication and procedural execution.
Quality Control: Where Things Go Wrong
Quality control appears to be a mixed bag at Hawke's Bay Peugeot, Citroën, Suzuki, Opel & GWM.
On one hand, the dealership offers various on-site services, which include:
- Oil changes
- Repair services
However, as noted in some reviews, when technical issues arise, it seems not all technicians are adequately prepared to resolve them. For instance, a customer reported trouble with their phone settings after service, and despite asking for help, it was the customer who ultimately figured it out.
Another incident involved a customer not being provided with a fitting spare tyre. After purchasing a vehicle from Marty, the customer found themselves stranded with a flat tyre and minimal support from the dealership. Such experiences could tarnish the dealership’s reputation and underscore the importance of robust training and thorough follow-ups.
Accessibility and Amenities: A Comfortable Visit
Fortunately, Hawke's Bay Peugeot, Citroën, Suzuki, Opel & GWM has made strides in ensuring a comfortable visit for all customers. Accessibility options include:
- Wheelchair-accessible car park
- Wheelchair-accessible entrance
Additionally, on-site parking is available, allowing for an convenient experience. Customers can also expect various payment options, including:
- Credit cards
- Debit cards
- NFC mobile payments
This focus on inclusivity and convenience enhances the overall customer experience, inviting potential buyers to visit the dealership with peace of mind.
Final Thoughts: A Path to Improvement
Despite the highs and lows, Hawke's Bay Peugeot, Citroën, Suzuki, Opel & GWM remains a point of contention among local car buyers.
Praises of the Sales Team:
- Friendly interactions
- Quick responses
- Effort made by team members to facilitate sales
Complaints about Service:
- Delays in software updates
- Lack of technical knowledge in the service department
- Perceived rudeness from management when concerns were raised
As patrons continue to offer feedback, it is crucial for the dealership to not only celebrate the successes of their sales team but also to address the areas needing improvement, particularly in customer service and vehicle maintenance. As they strive to elevate their service quality, a clearer focus on customer satisfaction will undoubtedly help Hawke's Bay Peugeot, Citroën, Suzuki, Opel & GWM solidify its standing in the Hastings automotive market.