Service Issues

[Spilledprawn]

Thanks Ian, I will definately look into that if it seems things aren't going my way. It is unfortunately further complicated by the fact I purchased interstate. If I was able to get in the face of the previous dealer that might make them more pliable!

[Spilledprawn]

Ok, now I am seriously p$% off. VW Aus have said they won't be fixing the car under warranty. They do not believe the turbo has failed due to the lack of oil or defect.
When I asked them "Well, if it didn't fail due to the lack of oil - it being spread all over the road must be a strange coincidence, then what is your explanation?"
They said "we don't know, it could have been damage under the car" To which I replied "There is no damage under the car, it is in a dealership now, go and ask them to look", to which they answered "Well it could have been the transport to Perth from Victoria" to which I replied "I've driven it 12 000k's since then, you think I would have noticed my turbo making grinding noises?" To which they replied "we don't believe the turbo failed due to a defect."

VW Aus have said I should take the issue to Dealer Y, they reiterate that all dealers are independent and VW Aus can't make them do anything. I swear a little..... and say "If they trade under your name, you can't then say you aren't responsible. I'm sure they pay you for the privilege of using the VW brand, with that comes some responsibility."

What is the point of having a dealership serviced car, under new car warranty if they wash their hands of you?

I'm going to consumer affairs, I've spoken to a good friend who's a lawyer and my wife works at a network TV station. If they're after a fight they've bloody well got one.

[ian]

Ok, now I am seriously p$% off. VW Aus have said they won't be fixing the car under warranty. They do not believe the turbo has failed due to the lack of oil or defect.
When I asked them "Well, if it didn't fail due to the lack of oil - it being spread all over the road must be a strange coincidence, then what is your explanation?"
They said "we don't know, it could have been damage under the car" To which I replied "There is no damage under the car, it is in a dealership now, go and ask them to look", to which they answered "Well it could have been the transport to Perth from Victoria" to which I replied "I've driven it 12 000k's since then, you think I would have noticed my turbo making grinding noises?" To which they replied "we don't believe the turbo failed due to a defect."

VW Aus have said I should take the issue to Dealer Y, they reiterate that all dealers are independent and VW Aus can't make them do anything. I swear a little..... and say "If they trade under your name, you can't then say you aren't responsible. I'm sure they pay you for the privilege of using the VW brand, with that comes some responsibility."

What is the point of having a dealership serviced car, under new car warranty if they wash their hands of you?

I'm going to consumer affairs, I've spoken to a good friend who's a lawyer and my wife works at a network TV station. If they're after a fight they've bloody well got one.

As soon as they find out that youve contacted consumer affairs and currant affair and have a lawyer acting on you're behalf they will try to stop you and offer you some thing.

[Spilledprawn]

Formal Complaint filed this morning with Consumer Affairs.

[Bushranger]

sad and sickened to hear all this. I had a service at Dealer X and whilst checking oil levels some time afterwards, I was bewildered why I had 'used' so much oil in my 2.0 Tdi Golf 5. Dealer Y found the cause.....like you the sump plug was not torqued-in properly. I do wish you well in this horrible situation.

[ian]

sad and sickened to hear all this. I had a service at Dealer X and whilst checking oil levels some time afterwards, I was bewildered why I had 'used' so much oil in my 2.0 Tdi Golf 5. Dealer Y found the cause.....like you the sump plug was not torqued-in properly. I do wish you well in this horrible situation.

A stat deck from you might be handy for spilledprawns just so the Consumer Affairs can see that this is not a first case of the sump plug not being tightened.

[Maverick]

A stat deck from you might be handy for spilledprawns just so the Consumer Affairs can see that this is not a first case of the sump plug not being tightened.

How is this going to help him? It won't because unless it was the same dealer and under the same conditions it will mean absolutely nothing.

[Jmac]

A stat deck from you might be handy for spilledprawns just so the Consumer Affairs can see that this is not a first case of the sump plug not being tightened.

Cant believe this stil happens, so many measures are taken to drum it in, but must go into hollow heads, i personally made a sump plug necklace that the offender wore when i worked at a certain dealership. The chain was put round the neck of the offender but shame to say they wore it more than once!!!! I have since day 1 marked the sump plug with a big white T, any of my customers can check that at their leisure!! T for tight or Torqued whatever pulls your chain, and i tell them to have the dipsticlk pulled out so it hits them in the face when they reach into the engine bay, why is this dangling here??? put OIL in IT!!!!!. If these measures fail to help the go and stack shelves thats my opinion.
Jmac

[ian]

How is this going to help him? It won't because unless it was the same dealer and under the same conditions it will mean absolutely nothing.

It would show that this is not a once off occurrence and it has happened before, Ive been in court cases where if it can be proved that it has happen before it set a precedent.
It has nothing to do which service center forgot to tighten the sump plug but shows that humans can forget to torque the sump plug.

[Spilledprawn]

Just had a good chat to Consumer affairs, they've advised me not to get any work done until they can talk to the dealership (I was going to tell them to start repairing because I need my car back!)

The CA adviser sounded like a nice bloke, but he did say warranty disputes can drag out. It's been almost a month now!

[Spilledprawn]

Jmac and Ian - the service managers I'm talking to don't seem to understand what a torque setting is, evidenced by the fact that they can somehow predict when an incorrectly tightened nut will come loose (apparently within 2 weeks). How does a nut know what the date is???

It is difficult to argue with idiots.

[Spilledprawn]

Update:
Consumer Affairs are speaking to VW Aus today on my behalf. We also spoke to our lawyer last night and have commenced getting things in order if they decide they want to play. Thankfully I have kept good notes, emails, contracts, photos and records of all things related to the car.

Hoping for some sort of response by Thursday!

[ian]

Update:
Consumer Affairs are speaking to VW Aus today on my behalf. We also spoke to our lawyer last night and have commenced getting things in order if they decide they want to play. Thankfully I have kept good notes, emails, contracts, photos and records of all things related to the car.

Hoping for some sort of response by Thursday!

Well that should set the cat among the pigeons, Did you explain fully that it was a VW dealer who was the last person to service the car
and it could of only been them who touched the sump plug .
Yes you need every bit of information and a photo is worth a thousand words, i know because thats what i used to win my case against a used car dealer .

[Spilledprawn]

yeah, all the documentation has been passed on (including photocopies of the warranty and servicing records).

[R34]

Jmac and Ian - the service managers I'm talking to don't seem to understand what a torque setting is,

Understandable that the apprentice doing the work doesn't know either
Hope it all goes well.
I'm yet to find any car dealer (all not just VW)who services a car with any resemblance of skill or care.
I used Quattro Motors in Vic Pk for servicing my A3 and he is brilliant.
Not getting a good feeling re the Dealer service dept I bought the car from so considering going back to them for the R36.
What do they say about a man who owns the store , runs the store
At least he won't quote me over $400 for an Oilchange and Pad inspection