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Delivering a fantastic customer experience

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Richard Junemann
Pulman Volkswagen Durham, New Vehicle - Salesman Malcolm was extremely knowledgeable about all aspects of the car, its specs and options, and answered my questions fully and informatively. The only minor glitch was that I was persuaded to take out GAP insurance on the basis of the car's purchase price without the £4000 scrappage allowance. Five days after the sale I was told that the scrappage allowance was regarded by VW as further discount. This rendered the insurance considerably less attractive. I did, however, receive a full refund without quibble when I decided to cancel the insurance. The test drive confirmed my previous decisions about the car and its specs and in fact convinced me to upgrade to the Nav version. All negotiations were conducted in a friendly and fair manner, and I felt I was getting a competitive deal.
James Potts
Pulman Volkswagen Durham, New Vehicle - It was flawless from start to finish, in fact the vehicle arrived about 8 weeks early, which wasn't a problem. The salesman who initially delt with my order, prior to moving to another role within the company, listened to my requirements and was able to steer ( no pun intended) to my eventual choice of model. I understand the particular model and spec I wanted would have been very difficult to get a hold of for a test drive so I think the salesman got as near to it as he could. I was kept informed at each stage, and the staff were very attentive and patient with my enquiries
Anne Howes
Pulman Volkswagen Durham, New Vehicle - Laura Kelly, who looked after me from the start was an excellent sales adviser. She was friendly, efficient and really nice to deal with. She really understood how excited I was about getting a new car and the video she sent me of my car when it arrived at the garage was a brilliant idea. She also videoed me 'unwrapping' my new car which again I thought was a lovely touch. She called me the day after I bought the car to see if I was happy with everything. I'm really happy with the treatment I received and would be happy for my comments to be passed on to Laura.
Margaret Gray
Pulman Volkswagen Durham, New Vehicle - Well organised and kept up to date on progress of purchase. Staff friendly and approachable plus not pressurised to purchase vehicle. We originally were looking to purchase a different model and decided to test drive a Tiguan instead after viewing it in the showroom, and were impressed with what we saw and how well the test drive went.There was never any pressure to buy and we returned a week later to purchase the Tiguan. Appreciate that our sales advisor Scott Jenkins came into work on his day off to “hand over” our new car. Very satisfied with information given to us, responses to any queries and made to feel valued
Alan Wade
Pulman Volkswagen Durham, New Vehicle - Very satisfied with delivery dates being met and being informed at every stage. As above, salesman was very helpful and explained all options on vehicle I was purchasing. I had already decided on a specific make and model and the salesman was very helpful whilst deciding on options to be fitted. At start of purchasing vehicle I seen the same salesmen who dealt with my last car. Approx three weeks prior to receiving delivery of vehicle I was contacted by another salesman who had taken over my purchase as previous salesman had relocated to another branch. He telephoned to introduce himself and kept me fully informed, by phone and e-mail, until I received my vehicle. I was very pleased to receive an informative video of my vehicle prior to collection, explaining all the features and giving me a brief view of my new vehicle. Salesman also went into greater detail, and made sure I knew how everything worked before I left the showroom. Salesman was very helpful whilst placing order, advised on apps to download to track order process.

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