VW rules regarding retaining parts swapped out of the car

[pinzvidz]

No need to apologise, the service rep should have explained to you the process (at least as far as there being no panels replaced) when you asked the question. Sounds like he didn't know, and was maybe quoting to you from the "warranty work" bit of his training course (they are entitled to keep the parts that they replace under warranty because they do it for free). I know that when I went to book my Touareg TDI in to a nameless dealer (near Botany Bay) for its 60k service, and they told me that it would need it's timing belt changed, so prepare for a big bill, I ran away so fast I almost passed myself going out the door! My R5 TDI has all gear-driven internals - no belt - and I won't go near a service dept that doesn't know some basics. Don't worry, I rang again an hour later, got a different person, and was told the same thing. Their product ignorance was thoroughly well trained across the sample of staff that I encountered!

Geeezzzz... you've got to be kidding. Any service advisors at my dealership who spill mis-informed crap like that would be (nearly) flogged to death!