Service Issues

[Spilledprawn]

R34 - thanks for the recommendation, I'll check them out once my car is on the road again!

[warhead]

Just interested in seeing if there's been any updates ( and hopefully a resolution! ) to your dealer woes?

[Spilledprawn]

Update:

VW Aus have sent me a letter (2 Pages long) basically saying - "No, we won't fix your car" and "You should sue the dealership"

Sending the turbo for an independent inspection this week. I've authorised the car to be fixed which I will have to pay for, and I'll have to go to court to sort out reimbursement.

Lessons for myself:
1. Buying from a dealer doesn't mean ongoing support,
2. Servicing at a dealer doesn't mean jack,
3. New Car warranties don't mean "worry free motoring".

[WEDEL.1]

WOW! This is so dissappointing.

I can understand the frustrations at watching everyone denying responsibility while your car sits at a Dealership doing nothing.

Obviously VW Aust believe it is a case of negligence of the servicing Dealer, and that the Dealer should pay for the error. Since there is no part(s) breakdown, they (possibly quite rightly) believe they have no obligation in your case.

I hope it all goes your way (and I think it will).

[ian]

Update:

VW Aus have sent me a letter (2 Pages long) basically saying - "No, we won't fix your car" and "You should sue the dealership"

Sending the turbo for an independent inspection this week. I've authorised the car to be fixed which I will have to pay for, and I'll have to go to court to sort out reimbursement.

Lessons for myself:
1. Buying from a dealer doesn't mean ongoing support,
2. Servicing at a dealer doesn't mean jack,
3. New Car warranties don't mean "worry free motoring".

Well at least their saying its a dealer fault ,and I'd firstly hit them with a letter of demand to fix your car and if that option doesn't work tell them your prepared to take the matter to court.

[hooba]

Update:

VW Aus have sent me a letter (2 Pages long) basically saying - "No, we won't fix your car" and "You should sue the dealership"

That's appalling and short sighted. A good way to kill any repeat business - regardless of who screwed it up, I would have expected VWA to take some ownership in fixing up this mess.

[Spilledprawn]

Thanks for your commiserations lads. I just got some great info from Greg re: cheaper options for the turbo. The quoted $4k for a replacement turbo is ridiculously uncompetitive and I can pickup a replacement core for around $600 delivered.

VW Aus didn't directly say "sue the dealer", it was strongly implied in the following paragraph:

"Moving Forward, we must also advise, VW Group Australia are the importer and distributor of VW vehicles, and authorised VW dealers are franchised businesses, who enter into contracts in their own title and liability. From time to time and regardless of our intervention, some concerns are beyond our resolve and need to be addressed directly with a franchised dealership. In light of this, we can only suggest that further contact be made with the parties involved should you wish to pursue the matter further."

[Gelvy]

I have a cracked sump which I have just spent a whole day trying to my car fixed. I am down the south coast 220km from the nearest dealer and it is a warranty issue but Volkswagen obviously dont care. they have refused to tow the car yet I am not allowed to drive it. they will assess it when it gets to a dealer!! what idiots. They have great cars... but terrible service. Every service has been a struggle and even buying a car they were so unhelpful I bought it new from Victoria. They have a policy that their managers dont speak to customers and they have sold off their roadside assistance so they dont care if they dont look after VW customers . What a joke . The undercar plastic guard acts as a scoop and picks up any loose stones and keeps them between the guard and sump. VW Australia dont wont to know. service people wont escalate issue as managers dont speak to customers . The alloy is so thin on sump and only 100mm off ground and forward of axle even lowers it further especially in country driving . any suggestions

[stormshark]

I have a cracked sump which I have just spent a whole day trying to my car fixed. I am down the south coast 220km from the nearest dealer and it is a warranty issue but Volkswagen obviously dont care. they have refused to tow the car yet I am not allowed to drive it. they will assess it when it gets to a dealer!! what idiots. They have great cars... but terrible service. Every service has been a struggle and even buying a car they were so unhelpful I bought it new from Victoria. They have a policy that their managers dont speak to customers and they have sold off their roadside assistance so they dont care if they dont look after VW customers . What a joke . The undercar plastic guard acts as a scoop and picks up any loose stones and keeps them between the guard and sump. VW Australia dont wont to know. service people wont escalate issue as managers dont speak to customers . The alloy is so thin on sump and only 100mm off ground and forward of axle even lowers it further especially in country driving . any suggestions

Seems strange they won't tow it-i'm also in the provinces and i had mine towed 1hr away for exhaust sensors...but they wouldnt tow it back or give cab money etc. All in all i thought that was reasonable if not a tad inconvenient.

[Spilledprawn]

Update: Turbo has been inspected by independent party - and of course it was damaged by the total lack of oil in the car when it dumped it on the road.

I've sourced a new turbo from overseas, which thanks to members advice here, is over $1700 CHEAPER, than as quoted by VW.

It should be here early next week, and after I part with about $4500, I should have my car back. Then I'm sending my bill to the dealer who stuffed the service!

[Addos]

spilled - Im no lawyer, but i do remember bits of my agency law courses at uni - seems to me, basic law of agency is if someone trades under your name, you bear at least some of the risk - as it seems you have no choice but to sue the dealer, i would seriously consider speaking to your lawyer about naming VW australia, as master franchise holder and importer/distributor as a secondary party.

i currently (thanks to the ridiculous prices in brisbane) am forced to get my car serviced at Austral VW at newstead - and get the same dodgy feeling about their service standards (both with the car and me) and would love to hear any more 'lessons learned' that come out of your experience.

all the best

[Spilledprawn]

Update:

Turbo arrived Monday afternoon (three days from Belgium!) I've delivered it to VW for fitting and 75K service. They're going to flush the oil system a few times to make sure the debris from the old turbo is gone. Here's hoping it all works fine!

[ian]

Update:

Turbo arrived Monday afternoon (three days from Belgium!) I've delivered it to VW for fitting and 75K service. They're going to flush the oil system a few times to make sure the debris from the old turbo is gone. Here's hoping it all works fine!

Hi have you had any satisfaction from VW or the dealer yet or is it still on going ?

[Spilledprawn]

I picked up the car on Wed afternoon, and it is driving beautifully. So far I'm out of pocket over $4500 for another persons negligence. Next step is to lodge a case with Magistrates court. Documents are being prepared (with a slight hiatus as my lawyer friend is getting married next week, and she has some other (understandably) higher priorities at the moment).

I'm MC'ing, so as long as I don't stuff up anyone's name it will be great fun!

[Spilledprawn]

So, thought I'd post an update!

After attempting negotiation and being unsuccessful (no returned calls or response to correspondence) I ended up filing a claim in court for the repair amount plus court costs. After serving the documents on them the dealer finally called me to settle. I said I'd think about it and after talking to my lawyer friend (the wedding was awesome) she told me to hold out for the full amount.

I called them back and said this, the dealer said "I'll see you in court!" then two hours later the finance manager called me and said "I've been instructed to make this go away - how about 50% now and 50% when the claim is discontinued".

So they have honoured their part, the cheques have arrived and the claim is stopped. I'm pretty happy with the outcome, just annoyed that I had to go to this extreme to get a result. Proves that the system works though. A win for the little guy!