I purchased a VW Golf from the Norris Motor Group at Kedron in 2011 which during the warranty period had a mechanical issue. The problem was apparently ‘fixed’, but it reoccurred. I felt comfort that the Norris Motor Group advertised on their website that there is a "100% guarantee" on all repairs - with absolutely no catches disclosed.

But of course, when you need to call on the “100% guarantee”, the catches start flowing. They forget to tell you in their glossy website advertising that they will charge a fee of $160 per hour to assess whether or not they would honour their “100% guarantee” and that any repairs over 2 years old are in fact not guaranteed at all.

That makes this customer “100% unsatisfied” with the clearly misleading and deceptive conduct of the Norris Motor Group.

My suggestion is - don't trust the Norris Motor Group - even when they put their "100% guarantee" in writing!

We purchased a new vehicle from this dealership. At the time, we had just moved interstate. There was a promotion running for free deal delivery, CTP etc however we were not informed before signing the contract. When we found out the next day, the salesperson said he did not know about the promotion as he had been away. After calls to head office, we only managed to save an extra few hundred dollars as we'd already signed a contract. We later found out the salesperson was not away and knew about the promotion yet head office nor the dealership was prepared to apologise or compensate. This dealership is more interested in the bottom dollar as opposed to customer service and the dishonesty we experienced was appalling.

We went to look at a possible ex-demonstrator VW or even a new one. We were greeted by a salesman who was reasonable in his approach but simply wanted us to test drive a car before talking prices. After the test drive of a ex-demonstrator he then decided to talk about prices and what he could do as he wanted to shift the vehicle out of the lot. Once it was apparent the price was too high we started to enquire about a new car but without all the options.

We eventually settled on a car which was available now (though they required 3 days to get it ready??) and then the whole paperwork saga began. The salesman couldn't use the ordering system and had to receive help at every step - this made the whole experience painful and long winded.

But to top it all off we found out the day after signing the contract that VW had a special offer on with free stamp duty, dealer delivery, CTP and rego which was never offered to us!! When confronted by this the next morning we were told by the salesman that he had just returned from holidays and he didn't know it was a current offer. After many phone calls backwards and forwards they finally agreed to reduce the price by a little as they had already offered a "substantial" discount on the new car.

The new car purchase experience overall was very average and not what you'd expect from a European car maker like VW.

We've since had the car in for it's 1000km check - they were advised at the time of booking we would be waiting for the check and we actually bought it in early in order to be one of the first. It took an hour before they even looked at the car and another hour to look over it. All for a 1000km check where nothing is changed or replaced.

Overall the experience was disappointing though we're very happy with the car itself. We'd probably recommend any potential new VW car purchasers go look at the other VW dealers in Brisbane first and ask some questions of them. The car itself is great and can't be faulted.