VW BARONS TOKAI - LACK THE HUMAN TOUCH

One would think buying a brand new car as a retirement present to one’s self would be the start of a journey of happy experiences. Unless, as in my case, you purchased it from the VW agent, Barons, in Tokai.

The place is manned by robots. Automatons who perform their jobs to a precise script, only faltering if they are faced with an anomaly such as my faulty air conditioner, albeit covered by the guarantee. The robotic service does not include any emotional comfort or words of solace to make up for the fact that such an expensive investment should be defective. That would involve going off script. As would smiling at the justifiably anxious customer, or any semblance of human endeavour to placate the owner of said vehicle . In my case, having already agreed Barons could extend my routine annual service to a day and a half, the problem was still not resolved. Not enough time apparently, according to the stony faced android who really couldn’t care less. Now my car has to go back AGAIN for ANOTHER two days, leaving me without transport AGAIN. “When?” asked the robot.

I half expected the automaton to break down and proffer some words of apology or solace. In my dreams… Eventually she cracked and offered to put me on a FIVE WEEK waiting list for a courtesy car.

From this grudging offer I deduce that there is either a five week waiting list for other customers who have purchased defective vehicles from Barons, or else my malfunctioning new car is no less important to Barons than a queue of customers waiting for an oil change. I rather think it is the latter.

I can’t wait for my vehicle to be out of warranty so that I can go back to my cheerful, efficient mechanic down the road who is a delight to deal with and really cares that I remain a satisfied customer.