John Hughes Volkswagen Service - East Vic Park

Front line staff are well trained, however advised air-conditioner was not working in car, and after service still not working effectively. As such must return again for aircon, cost for VW services are high.. but hopefully of benefit to life of car and resale value.

great service in record time. Welshpool staff are so friendly. Nothing is too much. Great waiting area with coffee machine and TV.My MG was also washed and vaccines after the service.John Hughes has a good set up and he makes personally sure all is shipshape..

The staff are great,however impossible to park car went around the block several times before one was available.Service took a lot longer than was stated.I feel that too many cars arev booked in on the same day,please spread them out a bit more over the week or open another service centre.Please bring back muffins again , COVID is no longer an excuse to have to suffer those dreadful biscuits.

Unfortunately I can't say I've ever had a positive experience at the Volkswagen department within the John Hughes service centre on Forward St. A little bit of an oxymoron when you have to listen to their hold message about the fantastic customer service they offer and pride themselves on every time you call.My most recent experience will hopefully be the very last as I will ensure my business is taken elsewhere.I went in for a water pump replacement (apparently it's not uncommon to need a new one every other year at nearly $2k each time...). A quote for an aftermarket part was request, not provided and I received a text to advise my car was ready for collection. Upon further questioning Volkswagen had proceeded with the replacement without providing an alternative quote and without confirmation to proceed with repair. I had also requested a quote for a side mirror toggle switch replacement which was charged for but not replaced. Unfortunately I didn't see the additional part charge until leaving, I called back on the same day and was advised that a refund for the part would be provided... Enter three weeks later, no refund and numerous calls requesting further information as to why without response, only to finally get hold of someone to be told that no, no refund would be provided because that's what they had quoted me and I had paid it.So I am left $122 out of pocket for a part that was not replaced and feeling quite frustrated as apparently even the admin staff can't provide an update on why things have not progressed and when I eventually got to speak to someone, I was only provided with excuses as to how understaffed they are when questioned why it's taken three weeks to get someone to actually speak to me.I'm sure that if I was trying to spend money, rather than trying to get my money back, that my requests for call back would have been dealt with far more promptly.Steer clear, support a smaller independent mechanic instead. I can guarantee they'll offer better service than VW on Forward St.

Fast efficient friendly service

What a refreshing experience!I used to get my car serviced at another VW dealer in Perth, but after very poor customer service, and not being looked after i voted with my feet and booked my car in at John Hughes.From start to finish, it was a breeze! Ashleigh in the service area explained what was being done, checked up on my service plan, and made me feel welcomed, like any customer should feel.They organised me an uber to get dropped off just around the corner, called me when the car was ready, under the 3hrs they said, and everything was sorted; log book completed, car service timer reset, and car cleaned.No way will i be going back to VW Osborne Park after John Hughes showing me that they value their customers, and we aren't just a number.Well done John Hughes and the team at Victoria Park! See you next year!

I had booked my service with the expectation (as confirmed via my initial phone call) that an update could be done for my Tiguan’s GPS system and a ticking noise be diagnosed-which I had indicated I thought was the timing chain. The phone call was exceptional with the service person fielding all of my questions and taking the time to explain things. This made the premium cost of a minor service at John Hughes VW palatable. Just.Service day itself however, not impressed and unlikely to return let alone recommend in a positive light.Initially greeted by my customer service helper-whom seemed robotic (0730am drop off) I requested to be called if anything arose surrounding the above mentioned issues GPS/Chain and scheduled pickup for 3pm.At 2pm not having heard anything back, I called to enquire, only to be left on hold for over 15minutes. Having to leave my workplace to arrive on time and collect my vehicle by 3, I selected the option of a call back when my time in the ‘phone cue’ came.Just before arriving at the centre I received a call back and apology in the delayed response sighting a new not so efficient phone call system. I let them know that I was on my way to collect my car and so it didn’t require any further action with the time elapsed.When I collected my car, I was told that they didn’t have a GPS update for my car-which was the major reason for servicing at the higher price of John Hughes service centre (and confirmed was possible on my initial phone call). I was told that the update might not yet be available. I pointed out the car is 10years old and this would lead me to assume it is no longer being updated and this was information they had prior to my engaging the service. I was then told that my model car did not in-fact have a timing chain but a belt, and the ticking noise I had sighted could not be diagnosed due to warm start up. This was entirely frustrating as being a VW service centre, the initial phone call could have told me this was the case being they know their products better than anyone (being this models particular parts) and a different action be sought to diagnose the problem. They offered to hold the car longer and diagnose the noise then next day but this would delay me further and I didn’t have that time.I made my way outside to my car which had been cleaned reasonably from the outside or so it seemed. Upon opening the drivers door, there was a very big dirty boot scuff on the inside lining of the door and step. I requested it be cleaned. I waited some 5minutes and no one came. I returned inside and let them know I was still waiting. A fellow came out to assist me. He was able to somewhat clean the issue and asked if I was satisfied with this, or shall he return inside to get another chemical and keep trying (being the mark was less but not cleaned) I said I know it seems painful and I was sorry but I would like the car returned looking as it had when brought in. He obliged and took a further 10min cleaning. My time was now being severely cut into for my other appointments and panic was setting. Once he’d tidied up, I thanked him and left.When I had gotten home, travelling straight from the service centre to home I noticed a new door chip in the paint… that was so disappointing being that it had 99.9% occurred whilst at the service centre. Being that I looked over the car before leaving it in the morning and seen no damage and not having stopped anywhere myself on the way home.This just added insult to the already disappointing service. Not to mention the fact that I then also noticed now the car had been moved from its original position that the wheels were indeed still filthy black on what would’ve been the upper inside of the rims when I first looked at it in the car park of the service centre (making them unnoticeable)I honestly expected more, not only from my dollar spent, but also the John Hughes name.Feeling pretty disenfranchised

Staff very thoughtful and attentive but very busy and short staffed on the day which made it a very long day for us,. from Beverley

Booked an express 1 hr service, booked for 10, arrive at 9:45 book in informed won’t be 1 hr will be 2 at least. So would think they would take car in at 10 like booking. NO!! car sits like I do waiting for over an hour before they even start. No reason given no offer to reschedule no nothing. Really really poor form. Will definitely be going elsewhere for all future services, and I bough my car from John Hughes VW.Would definitely not recommend the “express” service, guess I have a different definition of express.Follow up,Customer experience manager who called was honest and respectful and willing to try and make up for poor service. Happy to say a resolution was found and will give them another try when service is due again

John Hughes’ showroom was set up for waiting customers with great facilities. The staff were polite, courteous, knowledgeable and listened to my concerns. I was totally satisfied with the outcome.