Mim

Review of Zupps Aspley Suzuki

I have never left a google review in my life. I am...

I have never left a google review in my life. I am so disgusted with the complete service team at Suzuki Aspley that this review is entirely warranted. From front of house to the back, their customer service is abominable and underpinned by a complete lack of competence. Not only is the front of house service team rude, they fail to take accurate notes when you do explain issues or difficulties and moreover are rude and dismissive when you do spend your time to explain. Throughout the past three years, anytime I have contacted the team it takes weeks to book in for a service with inadequate loan car facilities, they are abrupt and rude when booking in, and moreover, fail to complete basic tasks like forwarding through a phone call to the appropriate person or even taking the correct registration. Example: we were forwarded through eight (yes, 8) different extensions to find one person two days ago, and as early as this morning, had to call five times for our call to the Manager to be returned only to find our that the receptionist hadn't even taken the appropriate registration number (I listened to my husband read this out three times).

We bought, serviced and have consistently met the requirements of our 2016 Suzuki Vitara 4WD warranty. In the time since purchase the car has been returned to Suzuki Aspley a total of 8 times for the exact same fault: a persistent rattle in the centre console. 8 times the team has failed to fix this. In that period, we (as the car owners) have explicitly explained, shown and test driven the car with mechanics to illustrate the fault. Repeatedly we have been told that the fault has been fixed, however on taking the car back and driving to the exact same conditions explicitly explained (in painful detail) to the servicing team, the fault remains. Importantly, notes from the mechanics clearly illustrate that the fault has often not even been addressed. We understand that this might be problematic to fix. The reality is however, the fault has been there since brand new, we have patiently dealt with this group of people for the past three years, and the situation is finally no long tenable.

We have now been told that this issue is 'no longer a warranty issue because of the kms on the vehicle and rattles are not part of a warranty'. However, I do fail to understand how an issue identified (and documented within servicing notes) since new, isn't a warranty issue.

I will never ever purchase another Suzuki and moreover would never buy a car or service a vehicle with Zupps, anywhere. Both brands are being ruined by the group of people that run Zupps Suzuki Aspley.

PSA: Volkswagon at Chermside do excellent servicing, they always have loan cars and are exceptionally polite and courteous to deal with - I'll certainly be returning there to purchase my next new car immediately on selling the one purchased from Suzuki Aspley.