duffmorgan.com Avis 25

Diabolically bad. Service department openly admit that they don't know how to work on SEAT cars. Technicians are temps with no specialist knowledge. When my car had a fault they advised:
1) Thrash it up the bypass. When that didn't work:
2) Book it in with Ipswich or Cambridge.

I suggest on that basis if you are buying a SEAT forget Norwich and try Ipswich or Cambridge because that's where you will end up.

Sadly the after sales service does not come any where near the sales side of the business and indeed, is non existent DO NOT buy a car from this company-or at least not an EV as they will almost certainly be unable/unwilling to deal with any subsequent faults. Bought a nearly new Cupra Born from them last November (Will Minter in sales was excellent); after less than 1,000 miles various warning lights appeared the most serious of which warned of a fault with the electric motor and that the vehicle needed to be taken to the workshop. The AA ( brilliant service) recovered the vehicle under the terms of the Cupra warranty and roadside assistance and took the vehicle to Duff Morgan for repair. Upon arrival, Duff Morgan refused to accept the vehicle saying that they were no longer able to accept recovered vehicles and, perhaps more importantly, that they were unable to deal with faults of this nature and were only able to deal with normal servicing ( not that there’s much on an EV).They said that the AA man must make alternative arrangements which was not in accordance with the agreement between the AA and Cupra. The vehicle has since been taken to Cupra at Ipswich and clearly there will be an ongoing dispute between Duff Morgan and the AA. To make matters worse, at present it is not clear how my vehicle is going to be returned to me from Ipswich, the last conversation suggesting that I would need to collect it which is not going to happen. Car selling may not be easy but the real proof of service etc is what comes afterwards. Based on my experience, I can only say again DO NOT buy a car from this company as they will NOT be there for you if and when something goes wrong.

My car went in for a service in early September which I was told I needed two new front tyres - I expected this so had the tyres changed.
It has been in for it's MOT today and I was completely shocked to see online that it had failed for two reasons and one of those reasons was due to them fitting a tyre incorrectly! Whilst they did rectify this issue free of charge (i would expect not to pay for something caused by them), it is worrying to know that they have incorrectly fitted a tyre and let me drive around on this for 4 months. This is dangerous, even more so because of the bad weather we have had and the distance I travel for work daily. They're a big dealership and it is not something you expect.
This isn't the first issue I have had with this garage and although the lady was helpful today I have had experience of rude staff members in the past and I will definitely not be returning for MOTs or Services there again.

I am utterly disappointed with the service I have received from Duff Morgan seat and Cupra Norwich.

A couple of weeks ago I took my car in with the description that the wing mirror cameras were out of alignment, both having misaligned in the same direction and the same time, indicating a software fault not misaligning from a bump.
I told the person this when booking the car in and my wife reiterated this when dropping it off. A recalibration should and would have been covered by warranty but Duff Morgan decided to take my car in and run a very expensive diagnostic on my car knowing full well they didn’t have the facility to recalibrate which then ment I had to pay ALOT of money for a diagnostic I did not need and left me in a worse position than I was to start. The technitian broke my air-vent handle off as well so I am now out of pocket for a useless diagnostic and an air-vent repair.
I am also waiting for a call back from them since I first took my car in, 12 times they have said we will call me back and I have still not had a single call back.
Absolutely awful customer service.

For the second time in as many months my vehicle has been booked in for different work. Each time I get a phone call the day before telling me they are cancelling the appointment as they are no longer doing that work for the foreseeable future.

Even have the cheek to tell me to book with other dealerships over 50 miles away.

I imagine they are about to go under like their Citroen dealership on Whiffler road!

Duff Morgan have just sold me a 19 month old car battery as a new one at a new battery price.

I requested, via Halfords who bought the battery from them and sold it too me, that it either be replaced with a newer battery or that I be refunded and they flatly refused unless it was faulty.

Duff Morgan were given every opportunity to provide a better service but failed to do so.

If I could give zero stars I would.

I have had the misfortune to have to speak to Duff Morgan CUPRA twice since the purchase of my vehicle - Both occasions I have had issues.

Most recently, they had my car for the whole day but couldn’t diagnose the problem as ‘They needed a technician that had more experience’ - it doesn’t take long, to realise that they do not care about after service.

According to the staff member I spoke to, they have no after sales manager, but I was promised a conversation with the dealership manager at 5.30pm - I arrived at 5.20pm, and he had gone home, despite my effort to contact him at 3.30pm and my request for him to call me prior to my arrival at the dealership.

The experience here is utterly woeful - I will never own another Cupra, despite loving my car and the brand, Duff Morgan have managed to switch me off this brand and I cannot wait to rid myself of the car, so I do not have to deal with Duff Morgan again.

Woefully bad service. From people who just do not care about customer experience and are happy for you to be uninformed, and inconvenienced at your expense.

Recently purchased a new Cupra from Duff Morgan and the whole sales process from order to delivery was handled without any issues at all by Will who I highly recommend. Any initial issues with pricing / offers expiring was quickly dealt with, without any fuss at all. I would highly recommend Duff Morgan Cupra and Will for anyone looking for a new Cupra or Seat.

I have always had positive experiences with Duff Morgan in the past, but this year has been completely unacceptable. I booked my vehicle in for a service, only to arrive and be told I had no appointment. After it being checked, I was informed that although I had been booked in, an admin error meant my appointment had not been booked on the system. I was offered no apology—just the option to either wait around all day or rebook. The service staff were dismissive and unhelpful.

I rebooked and was told to “arrive early,” with no specific time confirmed on phone or email. I arrived at 08:55, only to be told I had missed an 8:00am appointment—an appointment time I was never given. When I explained this, I was met with rudeness and zero empathy. I was then told the service wouldn’t begin until at least 11:00am. I reiterated that this was now the second time i have had issues here, and once again, the staff showed no concern whatsoever. I had driven 40 minutes each way and rearranged work to attend.

When I later called to make a formal complaint, I was told the manager was on holiday. I was advised to “try another SEAT dealership 50 miles away” if I didn’t want to come back.

I work for the NHS and had to take leave from patient care on two separate occasions for appointments that were mishandled entirely by Duff Morgan. The customer service has been appalling, dismissive, and completely devoid of professionalism or basic courtesy. I would strongly urge others to think twice before using this dealership.

I traded in a car and brought one from them and in doing so they owed me money. I was told it would be in my bank by the end of that day. Next day still no money so went in there to be told it will be 3/4 days. Mean while the car I traded in is already up for sale on there forecourt, a car they still owe me money for. They wouldn’t have let me drive off with a car without paying for it.

In general, car main dealers are pretty renowned for poor service but Duff Morgan in Norwich really excel at being awful. Worse, they are dishonest.

Having had an issue with my Seat, I had an absolutely dreadful experience which dragged on for several months. They were interested only in what they could extract money for and because my issue was covered by a warranty, so I wasn’t willing to pay for it, they weren’t remotely interested in fixing it or providing any kind of actual service. On more than one occasion they claimed to have done work which I know for a fact they didn’t do.

One particular manager, Michael, lied to my face on multiple occasions, and I witnessed him lie to other customers too.

On one occasion I was sitting in their showroom, waiting for work to be done on my car, when a woman brought her Motability car in for some work that had been booked in. She’d had to travel some distance because she had no dealership closer to her home.

She was left sitting waiting for well over an hour before Michael came to tell her they were only just starting the job. He told her that the delay was due to Motability having only just authorised the work. This caused the woman significant distress because she had dogs left at home which she needed to get back to. She had, she said, tried to arrange for a courtesy car, so she wouldn’t be left waiting, but had been told none were available.

The woman telephoned Motability immediately, to complain, only to find that the work had been authorised 90 minutes earlier, a few minutes after she had arrived at the dealership. When she explained what was going on, Motability were incredibly apologetic and offered to cover the cost of a taxi home, and to arrange for Duff Morgan to deliver her car back to her once the work was finished.

Duff Morgan are unreliable and dishonest. They will happily lie to customers’ faces. I would STRONGLY recommend avoiding anything to do with them.

The issue with my car was eventually fixed in under an hour by a local independent garage. The mechanic couldn’t understand why Duff Morgan had been unable to do it. It cost me £150, for something that should have been covered by a warranty (which is the reason I had to go to a main dealer), but that was a small price to pay for having my car fixed and not having to deal with Duff Morgan anymore.

I should have pursued Duff Morgan to refund the cost but I’d absolutely had enough of being messed around and lied to by then. They had already wasted hours of my time, and I’d constantly had to chase them to get anything done. And that was exactly what Michael had intended; that if he gave bad service for long enough, I’d give up and go away. He won that one, but Duff Morgan have lost any future business from me.

Save yourself the headache. If Duff Morgan would be your nearest dealership, don’t buy a Seat or Citroen.

Having recently received an emergency recall for faulty airbags on my Citroen multiple attempts were made to contact this dealership for help. All ignored. Go get your Citroen elsewhere.

Dreadful aftercare!

I love my Cupra and think the brand is going from strength to strength with its new cars but you wouldn’t know it from the customer service at Duff Morgan. First MOT for the car and after waiting an hour and a half I was told that they had no Internet so couldn’t process the car and I’d have to ring up and re-book.

Then whilst waiting for my car the second time, I decided to go for a walk only to find my car had been moved across the road in B&M car park. I understand if this is an overflow car park but it would be great to be told this…

Finally to be told it needed something doing but they can’t do it as they don’t do warranty work because they’re short staffed seemed laughable. Happy for me to pay for the work though. Safe to say I’d rather drive 45 mins elsewhere in the future.

Do not buy from this organisation their service is shocking.
After trying to contact them 3 times by phone (mailbox full) I then drove there to book a warranty job in person. After waiting a while I was told they are unable to take on any warranty work at present and it would be another 6-8 weeks before being able to do so. This is not the first time I have had to wait a number of weeks for work to be carried out. This is totally unacceptable and needs attention as soon as possible.

Wanted and bought the used car with 2 year warranty but appalling sales experience .
Car not valeted as promised when I went to pick up . Car returned for valet and still not done properly , crisps still under passenger seat !
Gas struts failed on lift up boot … 3 months of non action , Duff Morgan blaming Seat and the EU and Seat playing hardball . All this time not being able to use boot !
Now , drivers side front electric window has broken . Nearly a week and 5 phone calls in and still no joy , service department not even picking up calls and answering service full . Requested call from manager but still no joy .

Contempt for paying customer is the only way I can describe service .

Oh and now even if it will ever get fixed I will have to take it to Ipswich as warranty work is only being carried out there now !

My advice would be to avoid this shower completely . Dreadful .

Hope this helps anyone looking to buy car in good faith .

Booked my Cupra in for diagnostic work, this was done and the water pump was found to be faulty. All covered under warranty but........... They no longer have an employee who can authorise Cupra warranty work. This means that they will not work on my car and sent me away to get at done at another Cupra dealer. Wasnt mentioned at time of booking. My dealer is now a dealer that can sell brand new cars but cannot facilitate the warranty. I saw 2 people pick up cars today whilst I was there and I they are fully unaware that when it breaks they wont be able to fix it.

Avoid at all costs. We bought a car last April and reported issues under the warranty. Service manager said parts were on order numerous times, until he was dismissed and we found that nothing had ever been ordered. New manager asked for car to go back in to ensure correct items were ordered, but we had to pay for the investigative work under the premises of being reimbursed. This was 2 months ago and once again all calls and emails are being ignored and we have heard nothing. We had to trade the car into a reputable dealer at a great loss, due to the outstanding items. Duff Morgan have been my dealership for 30 years, but never again

Tried booking my C4 in for a persisting fault with the engine immobiliser and was told by Citroen customer service that they had been in touch with Duff Morgan and that they had spaces from Thursday 30 Jan 25 I phoned up to book it in and was told that they are not doing any warranty work on Citroens due to not having a warranty administrator the service department and customer after care are a shambles after numerous emails to them and phone calls asking to be contacted to book in never had a response back I’ve been a valued customer for years and purchased numerous new cars from them but this past two years proves to be a shambles with customer care and after sales

Was interested in a Cupra leon. Saw very discounted offer in new cars. Sent email enquiry early 23 December as directed via their website, and had reply that I would be contacted asap. I received no contact at all, so 27 December sent another email enquiry. Usual holding reply received then an email from the Sales controller, apologising for delay getting back to me and that he had passed my enquiry to Sales team for URGENT action and someone to contact me.
You guessed it!! No contact all that day.Thanks!
I sent an email again on 28 December. Again an apology and excuse about computers being down part of previous day and someone will call me. Yes then they did. Unfortunately the offer was because Cupra had heavily discounted some cars, but they have to be sold and registered by end of December, and that can't be done in time now as there was no way they could get a car in and register it. So all in waste of my time! Perhaps if they responded to original sales enquiry in time they may have had more time to complete a sale. Crazy thing is, as at today 31 December they are still advertising the offer of cupra Leon for £22995 which presumably ends today.
So poor and very slow customer service from sales team who you would think might be quick to respond to possible very interested potential customers, means Duff Morgan have lost my possible business as if this level of service is indicative across their franchises I can and will go elsewhere.

They have sold me a car with real issues and when I have taken it to them for a full diagnostic they haven't mentioned the biggest fault that isn't showing on the dash. The service department are rude and unhelpful and wouldn't even give me a full report for the diagnostic, that I paid for, just a quick scribbled sheet from the mechanic that was almost illegible. I am currently getting legal advice as I have been massively ripped off