Group 1 Volkswagen Norwich

⭐ 1 STAR – STAY AWAY! APPALLING CUSTOMER SERVICE, MISLEADING INFORMATION AND A COMPLETE LACK OF ACCOUNTABILITY I would strongly advise anyone considering using this company to STAY AWAY. Our experience has been absolutely dreadful from start to finish. We have a VW Amarok that has been off the road since 6th October following a mechanical failure involving the oil pump. What should have been a straightforward warranty investigation has turned into weeks of frustration, delays, contradictory information and unacceptable customer service. The biggest issue has been the conduct and communication of certain members of staff. We have repeatedly been given different explanations, information that appears to contradict previous emails, and assurances that have not been followed through. We were specifically told that oil testing was being undertaken and were left waiting for the results. Only later were we provided with a different explanation of the situation. This raises serious questions about why this information was not made clear to us from the beginning. We have also experienced an extraordinary lack of communication. On one occasion alone, we attempted to telephone the company 12 times, without getting an answer. Emails have gone unanswered, promised callbacks have not materialised, and we have been left doing all the chasing ourselves. What is particularly concerning is the apparent lack of consistency between members of staff. One person tells you one thing, another provides a different explanation, and nobody seems willing to take ownership of the situation. A warranty provider should be judged on how it treats customers when something goes wrong, not on how well it sells policies. Unfortunately, our experience has demonstrated a complete lack of customer care, transparency and accountability. We have lost confidence in the way this company operates and in the information being provided by its staff. If you are thinking of purchasing a warranty, I would seriously recommend doing your research and considering other providers. STAY AWAY. A warranty is worth very little if you cannot get straight answers, consistent communication or basic customer service when you need to make a claim.

Brilliant above and beyond service especially Memphis service operative

Great service

Excellent experience. Very professional. Applied an update to resolve the issue with the infotainment screen turning black and freezing.

Not overly impressed with the customer service. Walked around the showroom twice before the receptionist asked if I needed any help, as I was about to leave. Paul was a nice guy but still havnt received a quote, even though group 1 have sent me numerous marketing emails. Would recommend going to Skoda around the corner instead, really nice staff!

Had the best experience with Alistair Buttolph at Group 1 Norwich. Very professional, friendly and knowledgeable. A great ambassador for VW and the company.

Szymon was very helpful while my car was in for MOT

I recently took my Golf into Group 1 Volkswagen Norwich for some warranty work, which involved replacing the steering wheel due to an intermittent Travel Assist fault. I'm pleased to say everything went very smoothly. The staff were friendly, helpful and professional, and the work was carried out without any fuss. It's always reassuring when a problem is dealt with properly, particularly when it's a warranty claim. Overall, I was very happy with the service I received and would like to thank everyone involved for looking after me and my car.