How low is vw head office

[lavna]

Hi I own 2 vw golfs a tdi and a r owned from brand new
A year after we bought the golf tdi the gear box started to play up
so on the next service we asked for it to be fixed
they came back with no fault
every service after that we said the same thing and they said no fault found
Guess What the car is out of warranty now and we asked them to check the gear box again
and yes they have found a fault and it will cost me 2000 dollars to fix
How low is that
Applied to vw to fix it under warranty as I had told them every service it had a problem
They came back and said the would only pay for 50% of parts and I still have to pay 1450 dollars
Dont ever buy a vw if this is the way they treat loyal customers

[Guest001]

Hi I own 2 vw golfs a tdi and a r owned from brand new
A year after we bought the golf tdi the gear box started to play up
so on the next service we asked for it to be fixed
they came back with no fault
every service after that we said the same thing and they said no fault found
Guess What the car is out of warranty now and we asked them to check the gear box again
and yes they have found a fault and it will cost me 2000 dollars to fix
How low is that
Applied to vw to fix it under warranty as I had told them every service it had a problem
They came back and said the would only pay for 50% of parts and I still have to pay 1450 dollars
Dont ever buy a vw if this is the way they treat loyal customers

Welcome to the Club. Membership is increasing rapidly

[noone]

Re: How low is vw head office

Good luck.
I would ask what the issue is and why it was not able to be discovered on previous notification to the service department. You paid for those services too. There are a lot of grips about VWA, take the offer or fight hard. Document everything.

[Polo GTEye N9]

Take your storey and facts to VW Australia and request they fix the issue under Grace out of warranty but their fault!
See what they will do for you. Cheers Al

[muli]

Re: How low is vw head office

Do your service receipts say anything about it when its been serviced?
E.g Investigate gearbox, at clients request


One of my cars i complained about some loud noises from the rear over two services, they brushed it off as just the tires.
Replaced tires and noise was still there. Was a worn rear wheel bearing, chat with the manager it was done free of charge...

Ring office of fair trading first then dealer.

Sent from my HTC_PN071 using Tapatalk 2

[tigger73]

Moral of the story get your car thoroughly checked over by a VW independent before the car is out of warranty and get everything fixed while it's still covered.

...and given you knew there was a problem you shouldn't have taken their brush offs - or at least got it in writing.

I wouldn't be mad at VW. I'd be ropable with the dealer who serviced the car and then billed you $2k outside warranty when you told them numerous times to fix it while it was still covered.

[wai]

Looks like if you have an issue (particularly gearbox) then you should first get an independent VW place to d a scan and get some sort of a report before going to your "friendly" VW dealer.

So is there a directory of independent VW specialist centres around the country?

[Rileyowner]

Good luck.
I would ask what the issue is and why it was not able to be discovered on previous notification to the service department. You paid for those services too. There are a lot of grips about VWA, take the offer or fight hard. Document everything.

It's a bit difficult to 'fight hard' and 'document everything' when VWA have a policy of only responding by phone. And when you try returning their calls you get a recorded message saying that the person is on leave or out of the office. They can keep that up for months if it suits them.

That's the only thing they are any good at - evasion.

[brad]

A hard copy registered letter addressed to the MD / CEO. The only way to get there attention

[tigger73]

In VWA's defense this is the first time they have heard of the issue and it's outside warranty. They have given you 50% which is pretty reasonable if you ask me.

As I said I'd be taking this up with the dealer who serviced the car and dismissed the issue 3x while it was under warranty.

[stormshark]

Hi I own 2 vw golfs a tdi and a r owned from brand new
A year after we bought the golf tdi the gear box started to play up
so on the next service we asked for it to be fixed
they came back with no fault
every service after that we said the same thing and they said no fault found
Guess What the car is out of warranty now and we asked them to check the gear box again
and yes they have found a fault and it will cost me 2000 dollars to fix
How low is that
Applied to vw to fix it under warranty as I had told them every service it had a problem
They came back and said the would only pay for 50% of parts and I still have to pay 1450 dollars
Dont ever buy a vw if this is the way they treat loyal customers

I really feel for you and agree with most of the good intentioned responses but i feel given past experience, you will not get better than 50%, terrible attitude, given the circumstances. They refused me the cost of a $750 tow over an issue they were aware of with my model,that they are now acknowledging by stealth. I was very pleasant, followed all channels, pointed out it was about the 7th or 8th VW in the family over the years. Means nothing, it seems they somewhat trade on that, whereas people new to the brand will just not tolerate it and pass up VW when they trade.I have a doctor who i go to who is car mad,he had a vw for a while and was not impressed.In fact he tells me about all the people from all walks of life,who he sees who have (mostly expensive VW models) and without fail he says when its time to update- these people rarely buy VW again.Just a typical word of mouth story i suspect..

[lavna]

Its all documented on my services that I asked for it to be fixed im going to take this further
will see what happens

[muli]

Re: How low is vw head office

Ring office fair trading/ombudsman first before dealing with dealership/VAG

[noone]

Its all documented on my services that I asked for it to be fixed im going to take this further
will see what happens

Great! you've got ammunition, keep it that way (even if only recording dates of calls and).

It's a bit difficult to 'fight hard' and 'document everything' when VWA have a policy of only responding by phone. And when you try returning their calls you get a recorded message saying that the person is on leave or out of the office. They can keep that up for months if it suits them.

Luckily the OP has details as above, but recording dates and details of calls adds credibility should it have to go to ombudsman / VWA. You can only do what is available, but I've found in other circumstances when service agents act dumb and you can reel off a dozen dates, then their tone changes as you are perceived as someone who isn't going to be fobbed off with a promise of a callback.

To take it to another level, you can ask for an email for the person you're speaking to and tell them you're going to email them with an overview of the conversation as you take it seriously and if they disagree with the points made, to respond in 24 hours (thus when they don't, you then have a tacit agreement with the conversation).