Contacting VWA - R32 DSG Mechatronic Replacement

[n3mi]

Hi all

As some of you already know I am having issues getting VW to replace my mechatronic unit and I am not the only one..

The issue is that they will do anything to avoid replacing the unit, including trying to convince you that they are normal characteristics. I've had a read through some of the stuff posted and been in contact with some of you, and I can see that some of the issues/errors happening with the DSG are mostly different. In my opinion, that is probably why they are always not sure where the problem is coming from..

I've been in contact with Volkswagen Australia and their "Customer Care" department (since November 2010), which I personally think gets paid to make you think you are important.

Firstly, they will tell you that you require a Technical Report from a VW Dealership, which you need to take you're car to and leave it for a day to get diagnosed. Speaking to a contact at VW, there is no such thing.. They only look at the issue and if it is not in the "Technical Product Information" they do not lodge a ticket.

So then they come up with a blunt reason "they are normal DSG characteristics". We all know this is not true.. and most of us have been driven in other VW's with a DSG unit that doesn't have the same issues/errors. If you do request to test another identical car and prove it is not a normal characteristic, they will come up with an excuse - at least they did for me!

I guess it helps going to a few VW Dealerships and getting an opinion from each foreman, but do we really want to waste days off work, add unnecessary kilometers and waste fuel?

Also, a third party technical report would assist, confirming there is an issue with the Mechatronic Unit. Not sure how this would be obtained? Any suggestions are welcome!

"The issue I am having is that there is a "thump" sound every time the DSG changes into 6th gear. Also, an occasional "bang" coming from the engine, upon ignition."

Volkswagen Mechatronic Issue - Article
Volkswagen recalls 53,300 new vehicles, announces service program to address DSG complaints | autoinsane

Looking forward to everyones view on this..

[Matchew]

Hi,

I've just gone through a similar problem, with a reasonable response. I had the banging noise into sixth gear too, it generally happens when you don't accelerate hard and the speed limit for the road is between 40 and 60. In my case I was out of warranty so I was dealing with it as a statutory warranty issue. Take it to the dealer and request that you can take the foreman for a drive, it's your car and you can make it clunk noticeably on cue, they will flog it because it's an R32 and they still get a kick out of the torque and the noise it makes, as do I but that's nit the current issue

Keep driving the foreman around until you get him to acknowledge the clunk, with the windows down and the sunroof open if you have one, if it is like mine was then you will definitely hear it. Once you have agreeance from the foreman that there is a noise there they are obliged to investigate, if they book it for a later date get a paper copy of the booking for your records.

My resolution took a while because the customer service officer at the service department was avoiding dealing with me as they thought they would be paying but after speaking with the service manager I had my mechatronic unit replaced under good will warranty. It's much better than it was but the clunk is still there slightly. I think it may be the clutch pack but I'm still deciding whether to return to the dealer for further investigation.

Sorry this was so long winded, but hopefully it gives you some ideas to get your Car fixed. I'm from Sydney so I can't make any suggestions, but I'm sure someone else here can advise a VAG mechanic that can provide you with a report detailing the symptoms and their diagnosis, again, they will probably be obliged to investigate if you have a report saying there is a problem.

Good Luck.

[Rob Burns]

Firstly, they will tell you that you require a Technical Report from a VW Dealership, which you need to take you're car to and leave it for a day to get diagnosed. Speaking to a contact at VW, there is no such thing.. They only look at the issue and if it is not in the "Technical Product Information" they do not lodge a ticket.

Your contact at VW is either wrong or the information they gave you was misinterpreted.
A technical report is required before a mechatronics will be approved for replacement under warranty.

[n3mi]

Update

Hi all

Just an update on the situation.

I've had the mechatronics unit replaced by Barloworld Volkswagen at Glen Waverley, although the noise is still there. They car is not as jerky as it used to be, so much smoother while driving/changing gears.

The technicians there have no idea what it is, so from what I've been told they are relying on what Volkswagen tells them. Now they are just waiting on a response from them as to what needs to be fixed next. Should be taking it back some time next week and will provide another update then..

Looking forward to hearing from people that have the same problem. It appears there's a few of us out there?

[DGen]

Hi all

Just an update on the situation.

I've had the mechatronics unit replaced by Barloworld Volkswagen at Glen Waverley, although the noise is still there. They car is not as jerky as it used to be, so much smoother while driving/changing gears.

The technicians there have no idea what it is, so from what I've been told they are relying on what Volkswagen tells them. Now they are just waiting on a response from them as to what needs to be fixed next. Should be taking it back some time next week and will provide another update then..

Looking forward to hearing from people that have the same problem. It appears there's a few of us out there?

Hi N3mi, we spoke on the weekend. I have had a similar issue with my DSG, identical to the issue Matchew has given.
It took me a few days of perseverance to convince the techs that there is an issue with the trans. They changed the mechatronics unit but this did not fix the problem which is essentially a very audible metallic banging noise into 6th gear and into 1st from 2nd.

Happens at low revs and speed around 50km/h so you get it quite frequently during daily driving.

The techs have now managed to hear the problem and have recorded this for VW head office for a response. They said that they were able to make the issue occur quite violently by feathering the throttle during gear change from 5th to 6th. So if you are having problems convincing the techs on the issue this could be a way to get them to believe you.

The problem with my box is that the noise was quite faint as i think i picked up the issue quite early so only those familiar with the car would pick it up instantly, others wouldn't.

Biggest issue is they are not sure what is causing the problem, but at least they now agree there is one.

I am expecting feedback from VW Australia next week but the tech in Adelaide believes a new box is required.

My R32 is an 09 plate, only 14.2k on it. The techs put 150km on it over the last 3 days... some questions will be asked.

I will be insisting for a new warranty from VW for the new box.
Will keep you posted on progress.

Cheers,
D

[Matchew]

Hi,

Firstly, Sorry n3mi for my lack of response to your PM's, I wasn't ignoring you, I was just having further issues and I wasnt keen on getting VWA off side while I was attempting to get the problem resolved, again, Sorry.

Unfortunately I still have the problem you and now DGen are describing, and VWA dont want to know. My dealer acknowledged there is a problem there, and made a further report to VWA after the replacement of the Mechatronics unit. Their response was to say that this was part of the normal operation of the Generation II Haldex unit in the car and that it was normal.

I dont believe them, and I can get it to make a nasty banging noise when it lurches at 5km/h through a car park, but there is a 2 year warranty on the mechatronics unit, and there is further implied warranty on the gearbox as a whole, so hopefully it goes bang in a spectacular fashion and I can get it towed back for them to fix, then it will be their problem not mine.

Sorry for the pessimistic view, their customer service and the way they stand by their product in what is a very expensive car is terrible.

[thezoneR32]

Strange that they are being difficult. I went in to Solitaire VW in Adelaide with a rattle in the dsg and they sent the whole gearbox to Sydney for a full rebuild at a cost of around $15,000 all covered under Allianz extended warranty. I have the haldex gen II aftermarket fited and it does not act in this way. The common difference with mine is this- B4 the rattle, during the rattle b4 the rebuild and after the rebuild my dsg did not exhibit any jerkiness or weird changes of any sort it has always worked flawlessly. Mine's an 07 with 57k. My guess is your box needs a full rebuild or replacement. But the later will take a good 3 months, the rebuild only took one month. Is your a vw warranty or Allianz extended?

[DGen]

Strange that they are being difficult. I went in to Solitaire VW in Adelaide with a rattle in the dsg and they sent the whole gearbox to Sydney for a full rebuild at a cost of around $15,000 all covered under Allianz extended warranty. I have the haldex gen II aftermarket fited and it does not act in this way. The common difference with mine is this- B4 the rattle, during the rattle b4 the rebuild and after the rebuild my dsg did not exhibit any jerkiness or weird changes of any sort it has always worked flawlessly. Mine's an 07 with 57k. My guess is your box needs a full rebuild or replacement. But the later will take a good 3 months, the rebuild only took one month. Is your a vw warranty or Allianz extended?

Have a 3 year warranty, will decide whether to extend it pending the outcome with VWA. If they dont replace the box there will be significant action. For clarity, Solitaire are not being difficult but had a very hard time trying to first agree that there was an issue and then trying to diagnose it, which they still have not done. What they have done is agreed that there is an issue and have replicated it. If VWA doesn't get their act together and replace the entire box which has done merely 14k then I will have no option but to take the issue up a notch or two. Mines an 09, so still under factory warranty. Did you get a new warranty on the DSG rebuild?

Interested in the Haldex II upgrade, where did you get it done? The power transfer speed with the Haldex I system is too slow and keeps you guessing mid corner, "will she, wont she". It's the worst feeling when you are waiting for the power to transfer to the rear and keeping the faith that it will at some stage through the corner. Also i dont know of any VW performance specialists in Adelaide and i can see you have had some mods on your R32, i'm interested in where you go for these.

Cheers,
D

[thezoneR32]

Have a 3 year warranty, will decide whether to extend it pending the outcome with VWA. If they dont replace the box there will be significant action. For clarity, Solitaire are not being difficult but had a very hard time trying to first agree that there was an issue and then trying to diagnose it, which they still have not done. What they have done is agreed that there is an issue and have replicated it. If VWA doesn't get their act together and replace the entire box which has done merely 14k then I will have no option but to take the issue up a notch or two. Mines an 09, so still under factory warranty. Did you get a new warranty on the DSG rebuild?

Interested in the Haldex II upgrade, where did you get it done? The power transfer speed with the Haldex I system is too slow and keeps you guessing mid corner, "will she, wont she". It's the worst feeling when you are waiting for the power to transfer to the rear and keeping the faith that it will at some stage through the corner. Also i dont know of any VW performance specialists in Adelaide and i can see you have had some mods on your R32, i'm interested in where you go for these.

Cheers,
D

All my mods were done at German auto Melrose Park. But I sourced most of the aftermarket stuff myself either second hand or group buys thru forums or buying direct from overseas. The haldex is a must do mod for the R32 IMO. Makes a big difference to the handling characteristics. The Aus $ is so good now buying from overseas especially the US is a steal.

[grtuned]

Who the hell drives drives the car violently in 5th and 6th to make a noise??? if you need to do this to hear the noise then i don't think
that its a fault in dsg,

Hi N3mi, we spoke on the weekend. I have had a similar issue with my DSG, identical to the issue Matchew has given.
It took me a few days of perseverance to convince the techs that there is an issue with the trans. They changed the mechatronics unit but this did not fix the problem which is essentially a very audible metallic banging noise into 6th gear and into 1st from 2nd.

Happens at low revs and speed around 50km/h so you get it quite frequently during daily driving.

The techs have now managed to hear the problem and have recorded this for VW head office for a response. They said that they were able to make the issue occur quite violently by feathering the throttle during gear change from 5th to 6th. So if you are having problems convincing the techs on the issue this could be a way to get them to believe you.

The problem with my box is that the noise was quite faint as i think i picked up the issue quite early so only those familiar with the car would pick it up instantly, others wouldn't.

Biggest issue is they are not sure what is causing the problem, but at least they now agree there is one.

I am expecting feedback from VW Australia next week but the tech in Adelaide believes a new box is required.

My R32 is an 09 plate, only 14.2k on it. The techs put 150km on it over the last 3 days... some questions will be asked.

I will be insisting for a new warranty from VW for the new box.
Will keep you posted on progress.

Cheers,
D

[DGen]

Who the hell drives drives the car violently in 5th and 6th to make a noise??? if you need to do this to hear the noise then i don't think
that its a fault in dsg,

If you read my post carefully, i dont state that they drove the car violently in 5th and 6th, i said they feathered the throttle and this enabled them to really hear the problem with the DSG when shifting and the noise was a lot more pronounced and violent whereas before under normal loads although you could clearly hear and feel it, they were not able to pick it up with the audio recording device they were using so they could report to VWA.

That said, if i am accelerating full throttle and there is no sudden thud from the box through any gear shift except from 5th to 6th i can't see how this is NOT a fault of the DSG.

I didn't buy a TDI, i bought an R32, some vigorous driving on occassion is why people buy these vehicles. To be clear, the problem is not there at high speeds but low speed transitions into 6th (50-60 km/h) and the techs have also agreed there is a problem with the DSG. I will take their opinion having drove the vehicle over your misinterpretation of my post and largely unqualified remarks.

Thanks,
D

[DGen]

All my mods were done at German auto Melrose Park. But I sourced most of the aftermarket stuff myself either second hand or group buys thru forums or buying direct from overseas. The haldex is a must do mod for the R32 IMO. Makes a big difference to the handling characteristics. The Aus $ is so good now buying from overseas especially the US is a steal.

Thanks Zone, how are the guys at German auto, do they have a fair amount of experience with the 32's?

[thezoneR32]

They do and even more so now mines been in there a fair bit (with all the mods). They are good people and certainly know what they're doing and are cheaper than Solitaire but they are always so busy they never seem to have time to talk to you when you ring up and it takes weeks to book the car in. Which is fine if you're not in a hurry eg servicing etc. But I have to say i am liking Solitaire now after my recent expereince with them getting a complete trans rebuild for me under extended warranty. They also fixed a wheel bearing, installed a new steering rack and replaced my subframe bolts, all covered by warranty. Then a week later I ran over a log on South road, ruptured my sump and cracked my front grille. I rang German auto to talk to someone about getting it towed but they were too busy so I called Solitaire and they organised the tow, fixed the sump and my cracked grille and dealt with the insurance company!

[satz]

My 08 GTI DSG was under warranty when the car would buck when reversing (after the engine was hot).
Luckily the foreman tested my car and found that problem, literally within 1 minute!

They replaced the mechatronic control unit which solved that problem.

However I still had the problem with the occasioal faint 'bang' noise that would come in 6th gear, exactly as described by one of the earlier posters. The service people couldn't replicate it, and I couldn't replicate it with them. I always felt it sounded like a part had fallen off the car onto the road

Anyway...sold the car last year. Few other issues contributed to it.

But I miss it...every day!


S

[DGen]

They do and even more so now mines been in there a fair bit (with all the mods). They are good people and certainly know what they're doing and are cheaper than Solitaire but they are always so busy they never seem to have time to talk to you when you ring up and it takes weeks to book the car in. Which is fine if you're not in a hurry eg servicing etc. But I have to say i am liking Solitaire now after my recent expereince with them getting a complete trans rebuild for me under extended warranty. They also fixed a wheel bearing, installed a new steering rack and replaced my subframe bolts, all covered by warranty. Then a week later I ran over a log on South road, ruptured my sump and cracked my front grille. I rang German auto to talk to someone about getting it towed but they were too busy so I called Solitaire and they organised the tow, fixed the sump and my cracked grille and dealt with the insurance company!

Sounds like you are well pleased with the guys at Solitaire, i've had good and not so good experiences with them but leaning towards good pending the outcome of my dsg issue... Will keep you posted.