Service Issues

[Spilledprawn]

So, I was driving home the other day and the car lost all engine oil pressure and shut the engine off. I pull over to the side of the road, have to get RAC recovery and it goes to a VW dealership - X. There is no oil left in the car, it is all over the road and tow truck.

Dealership X identifies that the sump plug has fallen out - and the only way this could happen is that if the previous service didn't torque the plug enough during the last service.

The car was purchased from a VW dealer, and all servicing has been done through VW dealers, in accordance with the servicing schedule. The car is under new car warranty but as it appears to be a servicing fault dealer - X has said that the previous VW dealer - Y is liable, and it doesn't come under warranty.

On contacting dealer - Y, they deny it is their fault as the service was done in Jan, and the plug would have fallen out before now if it was not correctly tightened.

I think this is bull, I come from an aviation background and there is no way of being able to determine when a bolt will loosen and give way if not fastened correctly (numerous aviation accidents have shown this!)

I've forwarded pictures and the diagnosis from dealer X to dealer Y, if the situation isn't resolved who should I contact next? VW Australia?

Any suggestions?

Cheers

[Russ59]

That's a tough one mate, seeing as it's a pass the buck game now I would go to VW Australia and tell them the story, if it has only ever had scheduled VW servicing at the correct intervals than IMHO the last place to carry out the servicing (ie - Y as you have described) is obviously at fault and need to accept responsibility. If all else fails talk to the Dept of Fair Trading and see if they can help. Best of luck.

[bazzle]

Hopefully no harm was done. Engines can run for a while with no oil pumping around. If you turned it off with no load its prob just the mess that will be the issue.

Still worth getting it noted though for future ref.

Bazzle

[Spilledprawn]

Thanks lads, the engine shut itself down straight away, glad I wasn't overtaking at the time!.

Dealer Y is in denial. Just contacted VW Australia, and they seem to be helpful.

Here's hoping it all works out.

[Umai Naa!!]

Let Dealership X handle it. I've seen it a few times.

Dealership X will expect someone to pay for it, and if you decline, then they'll chase (and rightly so) the other dealer for the money. I hope you haven't footed the bill already.

We (Dealership *Batman Symbol*) got another dealership to pay for an engine and labour under similar circumstances.

[Spilledprawn]

X have said they won't do any work until Y take responsibility. So nothing has been done yet apart from the initial diagnostic.

VW Aus' first question to me was: "why are you chasing this up?, X should be talking to Y about this issue!"

My sentiments exactly!

[Umai Naa!!]

I think you'll be ok in all of this. It will just take some time. While you're at it, scam a loan car out of VW. The cost of that alone should get things moving a bit quicker at dealership level.

[Spilledprawn]

VW Aus have mentioned they'll try to sort something out re: loan car. They are helpful, but moving quite slowly!

[Umai Naa!!]

All the best with it. Even at dealership level, these things can be frustrating too.

[Spilledprawn]

Update:

Car got taken for a test drive by Dealer X - grinding noises coming from turbo means $$$$$. It isn't known what else may be damaged.

Dealer X have been great and gave me a loan car - feeling a little funny driving a Caddy Maxi around

Still waiting on VW Aus to get back to me after they knocked off early on Friday!

[Spilledprawn]

Update:

Car still sitting with no work being done. Quote for repairs is $5500.

VW Aus have still not decided what they're going to do.

I'm starting to get annoyed!

[OilBurna]

keep calling that is an absolute joke they should authorise it then sort out with the dealers... VW better start picking up their act or lose customers after my recent experience at a dealer prob won't be getting another, Mercedes on the other hand bend over backwards to sort out any issues. Otherwise go to a Current Affair.

[hooba]

This is lousy, a very typical of organisations that take an inward focus on dealing with problems as opposed to having a culture of focusing on the customer experience.

I'm sure it will turn out well in the end, but it is very poor that you're being made to wait for this to be sorted. If not, I'd be naming the dealer who last serviced it.

[Spilledprawn]

You would think VW Aus would simply say: "No worries sir, sorry your car has broken. We'll sort it out directly." (and then in the background debate who foots the bill).

There is the possibility that I might have to pay for it, and if they try that course of action I'll have to get some legal friends involved. $5500 is a lot for a car under warranty!

I'm starting to question why you'd bother buying a car with full VW Dealer service history, and new car warranty.

[ian]

I had a similar situation happen to me with a second hand Ute bought from a dealer with 3,000km or 3 months warranty, apparently it had a leaking seal in the front behind the water pump.
The dealer put seal up in the radiator hoping it would last the 3 months but it didn't and he refused to fix it only wanted to put in more to stop the leak.
I went on line and filled out a form claiming the dealer knew the problem and tried to cover it up, i took plenty of pictures of the leak with brass filings coming out from behind the water pump ,
Here in NSW the CONSUMER AFFAIRS take a dim view of car dealers, the very next day i had a person from the department at my house and looked at the Ute , he then went to the car dealer and gave him 7 days to fix the Ute or he would start proceeding to take away his license, in the end it cost the car dealer over $2,000 to fix the Ute,
So ring your Consumer Affairs office and get some legal advice, I'm sure once they get involved your car will be repaired immediately.

I don't know how good Consumer Affairs are in WA but in NSW they are very good at getting things done for the consumer.