24 Hour Road Assist Dealer's Commitment

[Symo]

Golf V GT Sport TDI 1 grinds to halt from 30 kms/hr 5 days after 60,000K service at Essendon VW and floated to this dealer by 9am last Monday. Not touched Monday as were too busy and called me at 4pm. Now have National Customer service involved. They replaced the injecton loom on Wed to find out that it now also needs a new ECU but not in stock and may get ECU to dealers Thursday but much testing will need to be done by techicians after fitting new ECU so may not have car by weekend. At no stage have I been offered a courtesy car by the dealer. It's a worry and the lack of haste in diagnosing the problem does reduce my confidence in the dealers commitment to customer service in this circumstance. Any thoughts?

[Tim]

id be more worried about it being done properly than hastilty. New cars can be quite complex and unfortunately things take time.

Would be nice if u were offered a courtesy car though. It wouldnt be such an issue then.

[barrenjoey owl]

Golf V GT Sport TDI 1 grinds to halt from 30 kms/hr 5 days after 60,000K service at Essendon VW and floated to this dealer by 9am last Monday. Not touched Monday as were too busy and called me at 4pm. Now have National Customer service involved. They replaced the injecton loom on Wed to find out that it now also needs a new ECU but not in stock and may get ECU to dealers Thursday but much testing will need to be done by techicians after fitting new ECU so may not have car by weekend. At no stage have I been offered a courtesy car by the dealer. It's a worry and the lack of haste in diagnosing the problem does reduce my confidence in the dealers commitment to customer service in this circumstance. Any thoughts?

Which 24 hour Road Assistance are you talking about?

[Symo]

24 Hour Road Assistance

The 24 Hour Road Assistance is a coponent of the new car warranty and is helpful either in phone fixes , technician coming to your vehicle and if necessary your vehicle being floated to the nearest dealership or if floating is needed after hours the vehicle is taken to a compound then to the dealership when it's open~ more details on Vw website

[STV4SYT]

Its hardly a reflection the Road Assist though, They have upheld their end of it by getting your car to a service centre.

Its now in their hands.

[barrenjoey owl]

Its hardly a reflection the Road Assist though, They have upheld their end of it by getting your car to a service centre.

Its now in their hands.

It seems to me from your information that VW Road Assist completed their task quite quickly.

In regards to the dealer working on your issue they also seem to be doing everything to resolve your cars problem.

The Dealer is not obliged to supply you with a loaner car under the terms of VW Assist or the 3 year warranty that comes wih the car.

[Symo]

Have car back now picked up Sat morning and seems fine. My issue has been that the dealer indicated on early Monday they would be in touch and didn't touch the car Monday phoning me at 4pm to tell me that they were too busy. That's code for it's not a priority for us that a 2 year old car purchased new from us that we 60,000kms serviced less than a week ago doesn't go. That I found bewildering. The 24 hour road based service was great. However, the rest was like waiting for ice to melt and I am confident had I not got onto the National Customer Service people I would not have the car for this weekend.
Correct the dealer is under no obligation to provide a courtesy car however it would be a smart move to elevate customer perceptions that they actually cared and demonstrated it with more than words excusing themselves because they were busy.

[Maverick]

Have car back now picked up Sat morning and seems fine. My issue has been that the dealer indicated on early Monday they would be in touch and didn't touch the car Monday phoning me at 4pm to tell me that they were too busy. That's code for it's not a priority for us that a 2 year old car purchased new from us that we 60,000kms serviced less than a week ago doesn't go. That I found bewildering.

They can't just pluck staff out of the air, all it would have taken is one or two staff to call in sick and they would have been flat out with booked cars. You make it sound like they didn't work on your car deliberately to annoy you, the dealer doesn't want to have staff sitting around idle when they could be generating income and if they had spare staff to put to work on it they would have.

Correct the dealer is under no obligation to provide a courtesy car however it would be a smart move to elevate customer perceptions that they actually cared and demonstrated it with more than words excusing themselves because they were busy.

Elevating customer perceptions does not equal having loan cars on standby in the event of car failures. How do you propose they pay for these cars that are sitting around on standby and how many should each dealer have? 4? 5? This money will have to come from somewhere so they'll have to tack a few thousand onto each new car sold.