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Delivering a fantastic customer experience

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Kevin Finan
Pulman Volkswagen Sunderland, Aftersales Department - When I booked the service it was arranged for a time that suited me and not the garage schedule. A full explanation of what would be done was given on my arrival.. The waiting area is very plush. I was taken there by staff member and offered refreshments, tea, coffee, soft drinks and an array of biscuits. They area was clean and tidy. Plenty of magazines, newspapers and free WiFi... The showroom was very inviting, on entry a staff member was on hand to ask my name and why I was visiting today. When I mentioned car service I was taken to a maintenance person who took over. I was invited to sit down whilst that person accessed my details and reason for the appointment. I was offered refreshments while I waited. I did notice a glass partition between the showroom and work area where serving etc was carried out, an excellent idea that you can watch the mechanics doing their jobs.. On completion my car was valeted before being parked up ready for me to pick up.. Later that day I received an email with a video attached. The video showed my car being inspected, With an audio explanation. I think that is a great idea and makes it easier to understand what was being done... A great garage/showroom. All staff I dealt with were very friendly and helpful. I would have no problem recommending Volkswagen/Pulman for all available aspects... The staff were very friendly and helpful, they made the whole experience very easy for me to understand when explains the procedure.. My car did smell like new again, it was back to pristine condition. All serviced correctly and valeted...
John Paley
Pulman Volkswagen Durham, Aftersales Department - Very efficient. LOVELY friendly atmosphere. They made me feel comfortable with the service and the requirements the car needed to make it road worthy. They had a nice and comfortable viewing area to see the car,with a lovely cafe with good service.
Kenneth Richardson
Pulman Volkswagen Durham, Aftersales Department - All works explained on collection. Excellent hospitality whilst waiting for work to be finished. Great surroundings in on site café with high quality food and drinks. The showroom was well organised and manned. All processes were carried out smoothly. Excellent reception and waiting areas. Greeted on arrival and free refreshments provided in onsite café with free Wi-Fi throughout. All the people I came in contact with were friendly, courteous and efficient. Everything was carried out as requested and the car was cleaned before return
Katherine Sekhar
Pulman Volkswagen Sunderland, Approved Used Vehicle - Treated very professionally but in friendly manner. Service very efficient. Excellent customer service very helpful and efficient. Just very satisfied feel Emma went extra mile for me. Very happy staff professional friendly and approachable Picked up and dropped off to garage which was huge help Efficient fast service Felt Emma listened to my needs and delivered accordingly
John Robson
Pulman Volkswagen Sunderland, Approved Used Vehicle - Professional and friendly. Excellent, We received regular order progress updates that helped us to organise our vehicle sale and change of insurance requirements. My wife and I have been Pulman customers for many years and have always respected taken on board the advice, product knowledge and honesty from Mr Steve Young. Being able to view and inspect the car is an obvious bonus as it confirmed everything we had discussed and gave us peace of mind. Previous answers cover this aspect. We appreciate the time our salesman gave us by way of explanation of the controls, warranty,servicing etc. Collection was first class and we were treated (again as this is our 14th car from Pulmans) with courtesy and respect.

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