VIC Disgusted by VW Customer Service

[pdemos]

So much for

Volkswagen Australia

customer service!!! 2 year old car with "brake servo failure" error - brakes not at all responsive on the drive home yesterday...so of course I called VW roadside assist to be told that I'm covered for a tow to Ringwood Volkswagen so off it goes this morning. Ringwood VW will not tell me when my car will be looked at nor providing a loan car - told me to call VW Australia if I'm not happy with this (car could be looked at next week apparently!) - so I did....apparently each Dealer is their own entity and are "in business to make money" therefore have the right to delay any towed in vehicles!! To add insult to injury when I asked what my rights are I was told "you have the right to organise your own transportation at your expense in the meantime"!!!!!!! When I also asked why Roadside Assist will only cover you to a VW dealership I was told this is "the agreement we hold with the dealers".....what the f*$k!!!! Summary - VW Customer Service is non existent and this will definitely be the last VW I own!!!

[Umai Naa!!]

You're going to have to leave it with and let the whole thing play out. The workshop hours have probably already been allocated for the next day, or even the next week. Wait it out a bit, they may be able to squeaze it in at some point.

They (VGA) should, and have in the past, reimbursed customers when they've had to fork out for a loan car.

[team_v]

I thought it was common knowledge that VW do not provide a loan car free of charge.

[Stanton]

Yeah what motor company does.I think you are being a little unreasonable.
Can you get to see your dentist straight away, I know I can't she's booked out for 2 months.

[Umai Naa!!]

Yeah what motor company does.I think you are being a little unreasonable.
Can you get to see your dentist straight away, I know I can't she's booked out for 2 months.

There's this aspect of it as well. The consumer side of the aftersales sector of the automotive industry is incredibly similar to the health system. Some dealerships are not big enough to cope with the demand.

Liken the dealerships to the public system, and the independent guys to the private, only the pricing is reversed.

[pdemos]

I thought it was common knowledge that VW do not provide a loan car free of charge.

I've ALWAYS had a free loan car supplied by a number of different dealers - you're clearly not asking the right questions!

[team_v]

I've ALWAYS had a free loan car supplied by a number of different dealers - you're clearly not asking the right questions!

I have never needed a loan car but it was always a condition that if i wanted one i would have to book in well in advance to get one when my car was being serviced.

If it is a busy dealership with all registered demo/loan vehicles already allocated to people who have booked their service in advance what would you expect them to do?

[Brendan_A]

I have never needed a loan car but it was always a condition that if i wanted one i would have to book in well in advance to get one when my car was being serviced.

If it is a busy dealership with all registered demo/loan vehicles already allocated to people who have booked their service in advance what would you expect them to do?

Exactly.. You can't just turn up to the service dept unexpected and demand a free loan car.

[Umai Naa!!]

But is it a loan car, or a courtesy car?

[Polo GTEye N9]

The last time a VW dealer stuffed us around was when they called us and said your car is ready come and get it. Got there and no sight of my Polo and I thought Oh Oh do not like this. They said our wheel aligner went home and your car can't be driven, you have to pay us $30.00 a day for a loan car.... No I do not wish to pay or have a loan of your car... we insist and waive the fee.
There was still a massive excess if you damaged it so I said can't you just drive me home? No we insist here are the keys..
I suppose Dealers make it up as they go, depends on how you come across with them and how good a day they are having.

I did nervously enjoy driving the Golf Wagon with DSG.. was relieved to return it and get our Polo back...

[Johnbu]

I think pdemos is confusing VW for a company who gives a damn about Customer service.

PS the reason there were no courtesy cars for warranty work is because it is unheard of for a VW to break down

I also think it's disgusting. BMW and Volvo bent over backwards to give me a courtesy car free of charge for warranty work.

Reasons like these is why many first time VW owners become ex VW owners.

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[hsantos]

I can totally agree with this thread after this experience

My Polo Gti is under engine rebuild because of the high oil consumption. The dealer lend me their service loan car for 3 days while waiting for the other car from VW Australia. But unfortunately VW Australia rejected the dealer's application for a loan car coz it didnt meet their criteria. And they mentioned as well that it is not part of their warranty. The dealer wants their service car back...
Now leaving me without a car to drive to work..


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[Snail Style]

Unfortunately VW Australia only supply cars if there is an extended wait on parts. If the parts are located in Australia or repairs can be delayed until the parts arrive then VW will not supply a loan car. It would be the dealers fault for not booking you into the loan/courtesy car for the full repair duration.