jimyu

I used TGM a few years ago for my DC2 and although the work they did was good, I remember back then it was a nightmare to try and get hold of Tom and the customer service was pretty poor.

Fast forward a few years and the S2000 needs a service and I suspect a new clutch. I though I'd rather have TGM do the work than Honda so on Wednesday I tried to call them....tried a few times throughout the day and no one answered the phone, nor was there an answer phone.

So first thing yesterday called again and got through to the receptionist lady. She said Tom wasn’t available so could either try again in 20 minutes or leave a message and Tom will call straight back....left a message but no return call received by lunchtime so called again. Same lady answered who tbh seemed to have developed a bit of an attitude and was told Tom hasn’t phoned anyone back yet but she will leave him another message for him to call asap. Fast forward 24 hours and still no return call so I'm tempted to give up on them altogether.

I know most garages are like this, but it annoys me so much. At my work we focus hard on customer service, as it’s so important – if I didn’t return a call within an hour I’d get b0ll0cking. I wish more businesses cared more about this type of thing as to me it screams ‘we don’t care if you give us your business’

Does anyone else find this a problem at TGM?

Can anyone recommend another specialist in the Surrey area?


Thanks

BenRNBP

Do you need to speak with Tom about something in particular, "receptionist lady" knows her stuff. I normally speak with her about what's needed, service, geo, what oil to use, etc. when I book in and have had no problems. Bear in mind that they are an active motorsport company and as such tend to be prepping a lot of cars in the Summer season.

I've never used http://www.euro-spec2000.co.uk/ before but never seen a negative comment about them - might be worth contacting them.

S2KIP

Getting hold of Tom is a nightmate. Most of the time people hold him up on the phone about pointless things and work they never plan on doing. He's massively busy at the moment and he's only got two mechanics in. I believe another starts next week.

If you just want a service and clutch change then just book in, getting through to Tom is hard work. Best bet is before 9am or after 5pm. Also, the receptionist lady is my mates wife, she's just doing her job and running around after a busy mechanic with a short temper.

jimyu

'Receptionist lady' stated I needed to speak to Tom as I need to leave the car with them for a week due to distance/travel.

Good shout on euro spec, I'd forgotten about them. They actually remapped my DC2 and they were good.

S2KIP

Where are you from? I use Performance Autoworks for the majority of the stuff I have done. They're in Fairfod.

japcrap

I totally get what you mean about them not answering their phone, not calling back when they say they will etc.

But look at it this way. They are a company that a lot of people trust with their car and they don't have that many people working there considering how many cars they seem to work on, just look at the car park. At the end of the day I will happily put up with them not answering the phone sometimes, not returning a call or even not starting on my car the minute it gets there because when I have work done there the prices are fair and it is nice to know someone is working on your car who knows that model well.

Look at it another way, the office isn't inside the garage and if the receptionist says that she has someone on the phone and Tom is working on a car then the likelihood is he will say I'll ring them back as he is working on a car. If you were standing there waiting for your car to be done would you be happy if every time the phone rang he went and talked on the phone and stopped working on your car?

I would much prefer to have a person working on my car that knows what they are doing and does a good job but isn't the most efficient at taking phone calls, than someone who answers the phone in one ring and doesn't know what they are doing.

Just my 2 pence, I am of course biased as I am a loyal customer of theirs. If you feel like their ability to take phone calls is unacceptable then you are well within your rights to not go there and that's totally understandable.

hookedonboost

Another fan of TGM with something else to add:- I normally email them and Tom gets back to me in the evening of me sending the mail from work. I have booked lots of jobs this way as anyone who has spent any time with Tom will know, his phone rings all the time and then his mobile goes as well! Might be worth pinging him a mail and wait for the following day? TGMsport@aol.com

S2KIP

It's annoying when you're there and people ring with pointless questions. 'Why won't my car start?'

kim-s2k

Email is the best way for serious queries. Echoing above sentiments - They are extremely busy but are totally worth it.

S2K-Phil

I do think Tom could improve upon this aspect of his business. However, look at it from his perspective, if he spent all day talking to customers on the phone, when would he be working on your car? I've been there when there are 4-5 people just waiting to speak to him. Whenever I drop the car off or pick it up, he finds time to explain what needs doing or what has been done, albeit with a bit of a wait. His prices are cheaper by miles than anyone else, he knows what he is doing and he gives sound advice: 3 out of 4. My local Honda garage gives me free coffee, always phones me back and washes my car even when I ask them not to, BUT they know feck about the car!

Phoning early or phoning late usually works for me and I can live with the lack of call-back, just wish he would move his garage nearer to Salisbury.