Fleet News

CV Show: Service step-up for Volkswagen

VOLKSWAGEN is improving its service to LCV operators by setting up a network of van centres which aim to make the business of buying and running commercial vehicles easier.

Visitors to the VW stand were told that dealers had spent £40 million over the past three years and the network was now virtually complete.

VW director of commercial vehicles Peter Whynney told Fleet News: 'We wanted to create a special environment for LCV customers. Research showed that many van customers felt they were being treated like second class citizens. The van sales area was always tucked away at the back of the dealership or even in a Portakabin. We felt the need to create 'van kind'.'

Objectives of the new van centres are:

  • national coverage
  • creating viable businesses
  • raising the visibility and profile of the centres
  • increasing the professionalism of the staff
  • catering for all business needs, whether large fleets or single vehicle operators, with both new and used vans.

    Another aim by VW was to ensure that 90% of customers were within 45 minutes drive of a van centre and this has largely been achieved apart from some rural areas of Scotland. There are also dedicated CV experts at each centre and courtesy vehicles are available throughout while vans are being repaired.

    Whynney added: 'We had a record year for sales last year, despite the fact that we are at the end of our product range. There will be a new Transporter next year and a new Caddy the year after and we will be using our van centre investment as a springboard for further growth. We may not have the latest shaped vans but we are playing in all segments of the market and our product stands up in terms of running costs, quality and reliability.'

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