Call Information
07401325956
6m 7s
Jul 28, 2025, 1:56 PM
VW Bath VW UK Aftersales
Other Calls TO or FROM 07401325956
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Original Call Recording
uploads/d1946b93-3562-4f1b-93c2-e151c5236543.mp3
Call Type Classification
The primary purpose of the call was to book a vehicle service appointment and address a specific vehicle issue (air conditioning leak), rather than selling parts or new products, making it a service-related call.
Short Summary
The customer called to book a vehicle service appointment after finding no availability online and discussed additional concerns about an ongoing air conditioning issue.
Concerns
The customer expressed frustration with a recurring air conditioning gas leak that has not been fixed despite previous attempts, indicating a potential ongoing issue that may require careful handling. The agent did not proactively offer to escalate or prioritize this concern beyond explaining the diagnostic charge, which might leave the customer feeling the issue is not fully addressed.
Detailed Summary
The agent assisted the customer in making a booking for a service appointment after the customer encountered unavailability on the website. The agent gathered vehicle details, confirmed service requirements including MOT and brake fluid, and addressed the customer's concern about a recurring air conditioning gas leak. The agent explained diagnostic charges and booking details, scheduled the appointment for August 18, and confirmed drop-off and contact preferences, ensuring the customer was informed and comfortable with the arrangements.
Key Information
Call Performance Scores
Professional behavior and approach
Understanding and care shown
Customer satisfaction during call
Customer cooperation levelRaw: 20/100 → Display: 81/100
Overall service satisfaction
Performance Overview:
Customer Difficulty scores are inverted for clarity:high display scores = cooperative customer
Call Transcript
If you would like to make a new booking or amend an existing booking, press 1. If your vehicle is currently in our workshop,
press 2. For any other inquiries
Good afternoon. Three's John Bookings.
How can I help? Oh, hi there. Was just trying to make a booking for a service on your website, but it said I needed to call the number because there's no availability.
Okay. And what's the vehicle registration then, please?
So it's HJ64
Yep.
PWY.
Is that PForPapaThenWY
Yeah. Yeah. That's right.
Golden gold from the color blue? That's the one. Lovely. Just confirm the name and the address then, please. It's either under my name or my wife's. I'm not sure, but I think it's under her. So it's Jenny Carlin, Jennifer Carlin, or James Carlin. And then the address is 14 Uphill Drive, Bath, PA 16 PA.
Lovely. And the best contact number for you?
It's this one. So 07401325956.
Wonderful.
And then we've got the email. We've got Jenny Carlin at Outlook dot com. That's right. Yeah. Yep. Yep.
Was it a did you say it was a service you were looking to look in for? Yeah. I was just I mean, I just went on your website. I was just doing I just ticked free tire check, free brake check, and I ticked
oil and inspection service, and then I ticked MOT, and then
that's it. That's all I put in, and then it said I had to call your number. Yeah. Okay. I'll have a look for you. And do know what the correct mileage is on the vehicle at all? I don't without I could run downstairs quickly if you want if it's really important.
Fine.
So
did you have a service plan on the vehicle, or do pay for services as you go? We just pay for services as we go.
Would you want to look at service plans to cover the next few services?
Same thing saves you money rather than paying as you go. Would it be something you're interested in? No.
We're alright, I think. Yeah. Let's
see which service it's due. A second.
Looks like it'd give you one inspection and pulling the filter at the due.
Just get the price up for you.
K. So the oil inspection and part and filter service is $265.88.
Yeah.
Brake fluid is a 110 pound 60 6.
Okay.
Alright. And then MOTs are $54.85.
Cool.
Was was there anything else that you said you needed to book in for? Yeah. So, basically, every time well, roughly every six months, all of the air con the air con gas sort of drains away or come I
think there's been a leak identified in the past, but
for whatever reason, it's never been able to be fixed. So rather than just keep putting more gas in and it leaking out, we'd like it ideally like it to get fixed fixed this time.
So if they could have a look at it and see if they can work out what the problem is with
where the gas is coming out, that'd be good.
Okay. Because I know it generally needs replacing, like, every two years, it says in the website, but with our car, it seems to drain out, like, a lot quicker.
Okay. And so with any sort of diagnostic, there is a 120 charge and then an adviser once they've had a look at it for you. Alright then. Yeah. Yep. So you will automatically receive an email as well, which is like a triage email.
Okay. So that comes out automatically when there's any investigation on the booking,
and that just is there to see if you need to add any further information, the date, photos of the issue,
and then they can go from there. Alright then. Alright.
So
let's
just make sure there's no recalls, and then I can have a look at the diary for you.
Okay.
So with dropping and leaving with us, we're booking them from Monday August 18 onwards.
So it'll just be be enough with us for the day.
Or is there would you need sort of a loan vehicle? Or
No. Eighteenth Monday August 18 is is absolutely fine. Yeah? Yeah. Yeah. What time can I drop it off from? Is it, like, 09:00 or something? We open from 07:30. So it's Alright. Okay. Cool. Gonna be best for you, really. Cool. Okay. 09:00 is good for me. Yeah. That's fine. I'll just put it for nine then on the August 18, and then I'll just keep you updated through the day when it's ready to come back to collect it then for you. Alright. Brilliant. Cool. Alright. That's all booked in then, and you'll get confirmation shortly. Alright. Nice one. Great. No problem. Thank you. Cheers. Bye bye. Thanks. Take care. Bye bye. Bye. Bye.