Delivering a fantastic customer experience

Latest Feedback

Julian Pinkney
DURHAM SHOWROOM - I have been compelled to write to you so that you can pass on my sincerest thanks to Michael Stone for what I would like to call outstanding customer service. My wife, myself, our 8 year old daughter Mollie and sociable spaniel Chip came ‘window shopping’ on Sat 1st October. I have a company car which is due to be replaced in Dec but was looking at possibly buying my own car. Upon arriving at the dealership we were greeted immediately by Michael with a simple ‘take a look around and if you need any help please come and see me’. We duly did this and found a 63 plate Tiguan that was of interest so Michael arranged a test drive. After the test drive we sat around his desk and worked out some figures. At this point Michael discussed our maximum price range then offered the chance to look at an alternative vehicle. This was a 16 plate Passat Estate SE Business as he thought it may be a better option based on the way the Solutions payment option worked out. Again we had a test drive, loved the car, so we discussed figures. The monthly payment was within budget so we struck up a deal there and them During this procedure other members of staff took the time to speak to us and provided plenty of coffee and juice plus water for Chip! We left the dealership very happy with our experience and had arranged to return on Thursday 6th October to collect the car. Early the following day, Sunday, I received a video message from Michael showing me the car we had chosen but unfortunately there was there was a problem. As we were doing the deal another salesperson had sold the same car. Michael then went on to show me an alternative car that was a higher spec but the Sales Manager has agreed to sell it for the same price as the other Passat. The video Michael created showed me the car inside and outside as well as a great description from Michael. I phoned Michael to discuss the proposal and agreed on the deal. On Wednesday 5th Michael phoned me to confirm I was ok to collect on Thursday morning. I said this was fine by me but as I was coming by train could he pick me up so we agreed a time of 9.00am at Durham station. When I arrived at the station Michael was there waiting for me. Prior to signing the paperwork I was shown around the car to make sure everything was to my satisfaction. At the desk Michael spent time going through all the paperwork to make sure I understood everything then he spent time with me in the car going through all the controls. We were carrying a final look around the car when I noticed a scrape on the rear bumper and I was told to bring the car in on a Mon, Wed or Fri and this would be sorted while I waited. Michael was going on holiday the next day and upon his return to work a week or so later he called me to check that the car was to my satisfaction which of course it was. Fast forward to today Saturday 22nd October and we are due to fly to Portugal early Sun for a week. I rang Michael to see if we could leave the car at the garage for a week so that the paintwork could be done and was told that this would be no problem. We brought the car in on Sat morning and were greeted with a smile and a handshake from Michael. All I can say is that as a brand Volkswagen speaks for itself, the car is fantastic and I am more than happy with it. As for Pulmans Garage, the staff speak volumes (pardon the pun Paul) for fantastic customer service. We found Michael to be genuine, courteous, and caring in his approach to dealing with us and he made the whole experience of buying the car a special event. Please pass on our sincerest thanks to him for this So, will we buy another car from Pulmans and would we recommend the garage to others......absolutely. Please feel free to use any of this email on your social media. P.S. I would be grateful if you could make sure Mike Pulman reads this email
Mr May
DURHAM SHOWROOM - Reflecting on the end to end purchase process, I was delighted with the excellent support, guidance and service provided by Tony Folley. He explained every detail clearly at each stage and his commitment to correspond quickly really facilitated the deal closure. He is certainly an asset to Pullman especially as I think this may have been a new career path for Tony. Certainly felt I could trust Tony as a representative for Pullman. I will definitely recommend my network to try Pullman for their next car renewal.
Liz Savage
DURHAM SHOWROOM - I hadn't realised how much I'd missed my old Golf til I drove the polo home. Love it already .I've always had excellent service from Pulmans which is why I came back when I wanted another car. A huge THANK YOU to Mark. He was really helpful with finding the right car and setting up the phone, which was beyond my capabilities.I'll be back when the car needs servicing etc, even though it means driving past at least one VW garage.
Malcolm Kay
DURHAM SHOWROOM - it was very refreshing the service we got from mick I'm in the hospitality business myself and know how important it is to give a great impression on yourself and the company mick did that brilliantly and was a pleasure to do business with I'm sure your standards will be the same as micks and I will definitely be recommending your company and will keep my business with you in the future .. Great stuff and much appreciated cheers malcolm and billie
Mrs Lynda Bosanko
DURHAM SHOWROOM - I just wanted to take a moment to thank Pulman Volkswagen and Mick Stones in particular for looking after us so well through the purchase of our new car. I certainly feel I experienced excellent customer service, and was very impressed at the handover of our new car yesterday. Everything was explained very well indeed and Mick's product knowledge was outstanding. I look forward to dealing with Pulman Volkswagen in the future.

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