Anyone else had probelms with Stratstone?
Discussion
Maybe it’s me?
After buying a C6 Corvette new from Park Lane back in December 2005 I was told I would get free Collect & delivery when the car was due a service and also a loan car Cadillac, Well I got only got that once last year they would only offer one or the other so I took the collect on a trailer option and the car was taken to Stratstone Reading for a 2nd year service I wanted then to look at the polished wheels are starting to pitt very bad and the centre caps are getting the milky white lines in them as well I dealt with Libby at the time who took photos and said she would look into this, I found out she was leaving at the end of March so Chased up about the wheels never heard anymore Photos were taken and the Manager Matthew Garrett also looked at the wheels and said he would chase it up they have both left the company.
I am now dealing with Mark at Reading on this matter and now told they will need photos again! So take the car into Reading or send Pics of the Wheels So that’s what I will have to do, He told me not to rush as the Warranty runs out in July!!!! I said no you mean December that’s when I bought the car new? And that’s what is on the V5 log book, I was then told the Warranty on and I quote an Import left hand drive Corvette starts when the car turns up at kroymans in Europe! Now I sell GM and every one of them the warranty starts when you sell the car, as does the AA cover. I was told “No that’s what is on my system” So I asked does the Car need an MOT in July or December? I was told December that’s when it was registed in the UK!
My point is most of Stratstones Stock must be 07 model year so is the warranty ticking away on them? Yes I was told, Then 10 minutes later I get a call back saying I am right the warranty starts the day you buy the car not when it turns up in Europe.
I bought the Corvette from Lee Buick who was helpful then always dealt with James Tillard who again was really good we even bought a Cadillac CTS from him as well, And Steve Talbot at Milton Keynes is excellent and always really helpful, I find Reading Useless I was looking into another car and have left my number with Reading and Park Lane I spoke to the girl on reception who knew me and Said all the old salesman have left and the Manager would get back to me that was 2 weeks ago!
Buying a 50k car should be a lot better experience but Stratstone should have Corvette/Cadillac taken away from them GM should contact the old C6 customers for feedback I have now found out because I work for a GM dealer I can get Partners discount on a Corvette/Cadillac sadly Stratstones are my local dealer! I wanted to know about the special edition Competition model in black coming out again still waiting, I have owned 4 Corvettes so I will always buy the Car but if you are new to buying a V8 left hand drive sports car and you had to beg for someone to call you back time and time again I think you would just go German again? At least the dealership seem more interested that’s one of the reasons I think these cars are selling so little the products right but who cares when Stratstone are running 95% of the UK Sales. At least Bauer Millett Are back on the scene. Lets hope more dealers open up soon.
After buying a C6 Corvette new from Park Lane back in December 2005 I was told I would get free Collect & delivery when the car was due a service and also a loan car Cadillac, Well I got only got that once last year they would only offer one or the other so I took the collect on a trailer option and the car was taken to Stratstone Reading for a 2nd year service I wanted then to look at the polished wheels are starting to pitt very bad and the centre caps are getting the milky white lines in them as well I dealt with Libby at the time who took photos and said she would look into this, I found out she was leaving at the end of March so Chased up about the wheels never heard anymore Photos were taken and the Manager Matthew Garrett also looked at the wheels and said he would chase it up they have both left the company.
I am now dealing with Mark at Reading on this matter and now told they will need photos again! So take the car into Reading or send Pics of the Wheels So that’s what I will have to do, He told me not to rush as the Warranty runs out in July!!!! I said no you mean December that’s when I bought the car new? And that’s what is on the V5 log book, I was then told the Warranty on and I quote an Import left hand drive Corvette starts when the car turns up at kroymans in Europe! Now I sell GM and every one of them the warranty starts when you sell the car, as does the AA cover. I was told “No that’s what is on my system” So I asked does the Car need an MOT in July or December? I was told December that’s when it was registed in the UK!
My point is most of Stratstones Stock must be 07 model year so is the warranty ticking away on them? Yes I was told, Then 10 minutes later I get a call back saying I am right the warranty starts the day you buy the car not when it turns up in Europe.
I bought the Corvette from Lee Buick who was helpful then always dealt with James Tillard who again was really good we even bought a Cadillac CTS from him as well, And Steve Talbot at Milton Keynes is excellent and always really helpful, I find Reading Useless I was looking into another car and have left my number with Reading and Park Lane I spoke to the girl on reception who knew me and Said all the old salesman have left and the Manager would get back to me that was 2 weeks ago!
Buying a 50k car should be a lot better experience but Stratstone should have Corvette/Cadillac taken away from them GM should contact the old C6 customers for feedback I have now found out because I work for a GM dealer I can get Partners discount on a Corvette/Cadillac sadly Stratstones are my local dealer! I wanted to know about the special edition Competition model in black coming out again still waiting, I have owned 4 Corvettes so I will always buy the Car but if you are new to buying a V8 left hand drive sports car and you had to beg for someone to call you back time and time again I think you would just go German again? At least the dealership seem more interested that’s one of the reasons I think these cars are selling so little the products right but who cares when Stratstone are running 95% of the UK Sales. At least Bauer Millett Are back on the scene. Lets hope more dealers open up soon.
I had mine serviced in February by Reading.
Utter shambles.
Booked well in advance and was told that the car would be collected and returned on the Friday (i assumed on a trailer).
Chap turns up at 1345 (after I've waited all morning) and drives off (no trailer) with my car leaving a cadillac. He promises to confirm return time with the service department - he knows nothing about the return - but it's bloody obvious the car won't get from Kent to Reading and back by the end of the day.
No return call at all.
Following morning we call Reading and get the bums rush from the salesman, who can't even confirm the car is on site... until we tell him we'll report the car as stolen in 20 minutes unless he goes looking for it.
They end up returning the car on the Monday afternoon.
Worst performance from a service department I've ever experienced
Utter shambles.
Booked well in advance and was told that the car would be collected and returned on the Friday (i assumed on a trailer).
Chap turns up at 1345 (after I've waited all morning) and drives off (no trailer) with my car leaving a cadillac. He promises to confirm return time with the service department - he knows nothing about the return - but it's bloody obvious the car won't get from Kent to Reading and back by the end of the day.
No return call at all.
Following morning we call Reading and get the bums rush from the salesman, who can't even confirm the car is on site... until we tell him we'll report the car as stolen in 20 minutes unless he goes looking for it.
They end up returning the car on the Monday afternoon.
Worst performance from a service department I've ever experienced
To both of the Robs:
I'm sorry about the hassles that both of you have experienced at Reading. As I still work for the company, albeit with a different franchise (Jaguar) I cannot comment on how the sites are being run. If you have a problem with the way that you have been treated with I suggest that the quickest way to a resolution is via Pendragon head office.
If there is anything I can help with please give me a call. I know that Steve at Wavendon will always go out of his way to try and help people out, so if you are stuck give him a call.
Stratstone did offer free collection and delivery (on a transporter) when they were the sole distributor of Corvette in the UK. When this situation changed, they were no longer obliged to offer certain standards (e.g. servicing throughout the UK). You can understand that if a typical service costs say £300-400 on a Corvette, then paying the transport bill menas that every service makes a loss. When I stared at Park Lane I was amazed that we offered such a service. Transport can still be arranged, but at the customers expense. Wavendon have a dedicated transporter that can be made available.
Alternatively, if you are unhappy with Stratstones go and see Mitch, David et al. at Bauer Millet; at the moment no one else seems to be putting their hand up to take on a Corvette franchise...
James
I'm sorry about the hassles that both of you have experienced at Reading. As I still work for the company, albeit with a different franchise (Jaguar) I cannot comment on how the sites are being run. If you have a problem with the way that you have been treated with I suggest that the quickest way to a resolution is via Pendragon head office.
If there is anything I can help with please give me a call. I know that Steve at Wavendon will always go out of his way to try and help people out, so if you are stuck give him a call.
Stratstone did offer free collection and delivery (on a transporter) when they were the sole distributor of Corvette in the UK. When this situation changed, they were no longer obliged to offer certain standards (e.g. servicing throughout the UK). You can understand that if a typical service costs say £300-400 on a Corvette, then paying the transport bill menas that every service makes a loss. When I stared at Park Lane I was amazed that we offered such a service. Transport can still be arranged, but at the customers expense. Wavendon have a dedicated transporter that can be made available.
Alternatively, if you are unhappy with Stratstones go and see Mitch, David et al. at Bauer Millet; at the moment no one else seems to be putting their hand up to take on a Corvette franchise...
James
Hi James I said in my Post, I never had any problems with yourself and Steve Talbots service to me has always been excellent! It Just seems a shame Reading is letting everyone down a bit and Park Lane don't even return calls.
I'm Sure Jaguar offer a far better customer service (I bet Jaguar have an Indian call centre now for customer service!)
I'm Sure Jaguar offer a far better customer service (I bet Jaguar have an Indian call centre now for customer service!)
OMG don't get me started on Strats at Reading, I own a 'vette myself and recently brought a 57 plate everyday car for my wife from them, bar the fact that when delivered it had 3k more on the clock than when I agreed to purchase, had an interior that looked like it had been a cab for a coal miner and the delivery driver had kindly smoked in the car I'm yet another 100% satisfied customer.
When the time comes to change the vette you can guarantee where i WONT be going!!!!
They do now have a head honcho who's apparently ex Aston Martin's and I have to say was both mortified at what had gone on and 100% stand-up at trying to put right...
When the time comes to change the vette you can guarantee where i WONT be going!!!!
They do now have a head honcho who's apparently ex Aston Martin's and I have to say was both mortified at what had gone on and 100% stand-up at trying to put right...
ParkLane said:
Alternatively, if you are unhappy with Stratstones go and see Mitch, David et al. at Bauer Millet; at the moment no one else seems to be putting their hand up to take on a Corvette franchise...
James
James,James
I think your last comment sums up the problem with Stratstone. Why isn't anybody at Stratstone concerned about the dreadful image they have in the marketplace and doing something to fix it? They don't seem to care, and don't display any desire to resolve issues - they put in a bit of effort then give up until you hassle them again. I'm a very easy going person, but lost my rag with them on several occasions. It's not even as if they're busy - every time I've visited the Reading showroom I've been the only person in there. It's very telling that if you Google "Stratstones" the first hit you get is a customer complaint. I've just sent a letter to Jeremy Rees outlining the grief I endured during my recent Corvette purchase (I assume he's the ex-Aston person mentioned by one of the other posters?) and it'll be interesting to hear his response.
Gary
P.S. I wasn't surprised to discover that Stratstone do not have a Customer Services Manager (as opposed to a Service Manager).
I've not used Stratstone so can't comment on their specifics.
It's difficult for dealerships to successfully handle mainstream cars and upmarket models through the same service team. Looking back to when Vettes were sold through Vauxhall franchises I used to feel treated like a customer with a clapped-out Nova/Astra. Part of the problem was they saw 100 boggo Vauxhalls through the door for every Vette.
Conversely if you buy a base model from the upmarket marques you generally get treated just as well as their fat-wallet customers. The catch is the bills at upmarket dealerships tend to be geared towards their fat-wallet customer base too!!
It's difficult for dealerships to successfully handle mainstream cars and upmarket models through the same service team. Looking back to when Vettes were sold through Vauxhall franchises I used to feel treated like a customer with a clapped-out Nova/Astra. Part of the problem was they saw 100 boggo Vauxhalls through the door for every Vette.
Conversely if you buy a base model from the upmarket marques you generally get treated just as well as their fat-wallet customers. The catch is the bills at upmarket dealerships tend to be geared towards their fat-wallet customer base too!!
Believe me Steve, you actually have to have dealt with Stratstone to experience service and customer care so far down the scale to realise they have no right to even be dealing with customers, let alone handling cars like the Corvette.
Despite the constant knocking, in my experience they can get it right.(Even though it actually took 3 whole months to finally get my ex-demo car to the standard indicated it would be in when I first did the deal). Their Reading service man Mark is a very obliging fellow as indeed Elliott is (when he remembers to call you back that is). The reason people persist with them is simple - there is no franchised alternative. If there was, you would find the showroom even quieter than it normally is.
In the eight months I have owned my latest Corvette I have been attending the various Vette meetings and gatherings and always pleased to chat with all - including new purchasers of Corvette from Strats. The most recent was a chap from Norfolk who, after turning up at the recent Wheels Day in his shiny brand new yellow ZO6 with his son, started to tell all around him his experience with Stratstone. To be honest it really was quite shocking and he was joined by other bearers of bad news about the UK Corvette distributor. The comment made by him to Strat's Dealer Principle particularly sticks in my mind; "I wouldn't speak to my worst enemy the way you have just spoken to me, let alone someone who has just spent the thick end of fifty-five grand". Ouch.
In summary, if there was ever a distributor of a franchise that shouldn't be handling the product then Stratstone are at the top of the list. Just a pity that no other dealership out there can see the real potential of Corvette sales (Bauer Millet excepted), or maybe GM are tagging the whole thing along with the Cadillac franchise and that is where they come unstuck. More the point, GM don't or can't see what is happening.
What ever Corvette owners think about TVR, I would be knocking on the door of all the old TVR dealerships and offer them the Vette.
Anyway, off me soap box now, better do some work.
Despite the constant knocking, in my experience they can get it right.(Even though it actually took 3 whole months to finally get my ex-demo car to the standard indicated it would be in when I first did the deal). Their Reading service man Mark is a very obliging fellow as indeed Elliott is (when he remembers to call you back that is). The reason people persist with them is simple - there is no franchised alternative. If there was, you would find the showroom even quieter than it normally is.
In the eight months I have owned my latest Corvette I have been attending the various Vette meetings and gatherings and always pleased to chat with all - including new purchasers of Corvette from Strats. The most recent was a chap from Norfolk who, after turning up at the recent Wheels Day in his shiny brand new yellow ZO6 with his son, started to tell all around him his experience with Stratstone. To be honest it really was quite shocking and he was joined by other bearers of bad news about the UK Corvette distributor. The comment made by him to Strat's Dealer Principle particularly sticks in my mind; "I wouldn't speak to my worst enemy the way you have just spoken to me, let alone someone who has just spent the thick end of fifty-five grand". Ouch.
In summary, if there was ever a distributor of a franchise that shouldn't be handling the product then Stratstone are at the top of the list. Just a pity that no other dealership out there can see the real potential of Corvette sales (Bauer Millet excepted), or maybe GM are tagging the whole thing along with the Cadillac franchise and that is where they come unstuck. More the point, GM don't or can't see what is happening.
What ever Corvette owners think about TVR, I would be knocking on the door of all the old TVR dealerships and offer them the Vette.
Anyway, off me soap box now, better do some work.
Edited by G4HKS on Thursday 17th April 16:05
It would seem all the good salesman have moved on from Park Lane and Reading sales and service are just C**P, How would you feel going to part with 50-60k for a new Corvette and the salesman not even retuning your phone calls. The only place I can say to take your car if its still under warranty is talk to Steve Talbot and Stratstone service Milton Keynes and keep weel away from Reading for sales and Service. I know Cadillac would like to steal some sales from Audi and BMW drivers not while Stratstones are running the show. Service is where a dealership can make some big money but how many owners will be going back after 3 years is up to Reading?
As anybody out their had a good service done at Reading? I think when it’s time to buy your next C6 try Bauer Millet and vote with your wallet just don’t buy from Stratstone and they may get the message, That’s if anybody even cares it’s almost like the want the Corvette/Cadillac to fail in the UK. How hard can good customer service be?
As anybody out their had a good service done at Reading? I think when it’s time to buy your next C6 try Bauer Millet and vote with your wallet just don’t buy from Stratstone and they may get the message, That’s if anybody even cares it’s almost like the want the Corvette/Cadillac to fail in the UK. How hard can good customer service be?
Had my roof recall done at Stratstones in Manchester, needless to say I had informed them it needed doing, they agreed after checking VIN etc so I book it in after asking if they will have all the parts, arrive for the job to be done, only to get a call 2 hours afterwards to say "yes it needs doing, can you bring it back in 2 weeks when we get the parts?"
Having brought the car into the UK specifically for this I was not happy to say the least!
It has definately coloured my view of them and I shan't be taking the car to them unless it absolutely has to in the future, which as an import I don't think will be very often. Customer service was OK from the staff in the dealership, just once it goes to management the issues began...
Having brought the car into the UK specifically for this I was not happy to say the least!
It has definately coloured my view of them and I shan't be taking the car to them unless it absolutely has to in the future, which as an import I don't think will be very often. Customer service was OK from the staff in the dealership, just once it goes to management the issues began...
i bought my new z06 from stratstone newcastle and must say had no problems whatsoever. great bunch of enthusiastic people, they gave my what they said they would on my trade in despite the passenger door electrics packing in on the journey over and the new car was sitting ready and full of fuel!
just get mine serviced over here with a vat registered american car specialist so havent had any contact with them since getting the car in september apart from a dead bettery in november to which a new one arrived 2 days after my phone call!
no compliants here!
simon
just get mine serviced over here with a vat registered american car specialist so havent had any contact with them since getting the car in september apart from a dead bettery in november to which a new one arrived 2 days after my phone call!
no compliants here!
simon
Before joining Bauer Millett earlier this year, I ran the Stratstone Cadillac and Corvette dealership in Leeds.
It was a major surprise to discover how enjoyable Corvettes could be after thirty three years experience, mainly with European exotics, and, with the help of a small sales team, we enjoyed moderate success.
Assisted by the local Evans Halshaw Hyundai service team, led by Dennis Birch, support from Steve Talbot, and technical support from the excellent Kevin Boyce of GM, we managed to improvise a level of aftersales care which was adequate, but never truly matched my own expectations.
By contrast,at Bauer Millett, the Service Director has been with the company for twenty five years and his technicians are hand picked and home-grown. The parts department carries over 30,000 lines of stock and receives stock orders from both Europe and the USA almost daily. This department is known around the world and generates a huge mail-order turnover.
The Sales Director has been here for twenty nine years, and when I need any product information or technical help, I can invariably find the correct answer in-house.
Here, as a consequence, I am much more confident in the ability of the team to deliver the full brand experience, and when you do that with energy and a smile, success inevitably follows.
At Leeds, it was possible to find on-line product sales training which I used to good effect to get up to speed with two new franchise ranges. Also, I was lucky to have a support team who had some product training, but more importantly, a great deal of commitment to supporting their customers.
When Leeds was closed last July, unfortunately, the service franchise was also terminated.
In defence of Stratstone, my previous experience within their Honda division showed how good they can be when they embrace manufacturer standards and implement their own procedures and controls.
Unfortunately, I never saw any evidence of this within Cadillac/Corvette which was constantly denied the resources that are vital in order to live up to customer, manufacturer, or staff expectations.
It was a major surprise to discover how enjoyable Corvettes could be after thirty three years experience, mainly with European exotics, and, with the help of a small sales team, we enjoyed moderate success.
Assisted by the local Evans Halshaw Hyundai service team, led by Dennis Birch, support from Steve Talbot, and technical support from the excellent Kevin Boyce of GM, we managed to improvise a level of aftersales care which was adequate, but never truly matched my own expectations.
By contrast,at Bauer Millett, the Service Director has been with the company for twenty five years and his technicians are hand picked and home-grown. The parts department carries over 30,000 lines of stock and receives stock orders from both Europe and the USA almost daily. This department is known around the world and generates a huge mail-order turnover.
The Sales Director has been here for twenty nine years, and when I need any product information or technical help, I can invariably find the correct answer in-house.
Here, as a consequence, I am much more confident in the ability of the team to deliver the full brand experience, and when you do that with energy and a smile, success inevitably follows.
At Leeds, it was possible to find on-line product sales training which I used to good effect to get up to speed with two new franchise ranges. Also, I was lucky to have a support team who had some product training, but more importantly, a great deal of commitment to supporting their customers.
When Leeds was closed last July, unfortunately, the service franchise was also terminated.
In defence of Stratstone, my previous experience within their Honda division showed how good they can be when they embrace manufacturer standards and implement their own procedures and controls.
Unfortunately, I never saw any evidence of this within Cadillac/Corvette which was constantly denied the resources that are vital in order to live up to customer, manufacturer, or staff expectations.
Edited by Le Man on Saturday 19th April 12:20
Bauer Millett London? Sounds good I am sure Stratstone are very good because they are the biggest dealer network in the UK, But they also can get it very wrong how many customers have they lost that might have bought a Corvette because of not returning phone calls and lack of product knowledge we will never know. Also the high turn over of staff does not help.
ParkLane said:
Stratstone did offer free collection and delivery (on a transporter) when they were the sole distributor of Corvette in the UK. When this situation changed, they were no longer obliged to offer certain standards (e.g. servicing throughout the UK).
James
But if we were sold a car on this promise then we still expect it.James
Separately, I can't quite believe the speed of sales staff turnover lately!
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