Need a contact at VW Australia

[OzBoz]

Just speak to VW assist (sticker on your windscreen) They were good help to me. They are not just roadside service......Bazza

Thanks for that Bazza. Never realised it.

Brian

[OzBoz]

Who pays for the warranty work anyway? Does that dealer have to cover parts and labour or do they get reimbursed from VWA?

If they get reimbursed from VWA can't you just take it to another dealer? Assuming your not in a one dealer town that is.

VW Australia pays for parts and labour, against an invoice from the dealer.

My problem is that the dealer hasn't got the first idea how to fix it, and is being very slow to ask for tech assistance from VWA.

If they can't fix a radio, I shudder to think how they'd handle a DSG.

Brian

[blutopless2]

If they can't fix a radio, I shudder to think how they'd handle a DSG.
Brian

easy done these days.. just replace it and send it back to HQ for repair or inspection.
Happened to me when i had a gearbox replaced on a commodore that i once had... only done 45000k's and gearbox started clunking. replaced it under warranty but i could never find out what was wrong as the dealer said all mech failures go back to HQ for inspection and i had to chase it up with them.

[OzBoz]

Just to tidy it up a bit,

VW Roadside Assist.......1800 637 181
VW Customer Asssist.....1800 607 822
VW ????? ....................1800 060 936

Brian

[Jester_Fu]

Just my 2c's, but VW Assistance are absolutely useless. I've only had my R for about a month, and it had a paint defect identified during delivery and clearly VW's problem as a manufacturing defect. Dealing with VW Assistance after running out of options with the dealers inability to do anything i'd asked for was like running face first into a brick wall with embedded nails. I asked them to put me in contact with VGA (VW Group Australia) and they bluntly refused. I asked them to get someone from VW to contact me directly as they had not resolved the issue to my satisfaction, and they refused. Luckily, i live 20 minutes drive away from VAG so i drove in and asked very pollitely to speak to someone. The irony did not end - they informed me that i needed an appointment I explained my frustration with VW ASsistance to the receptionist and she went directly to get someone to speak to me.

What did i learn from this experience? VGA are surprisingly receptive if you present your concerns in a rational manor. The assistance line, however, are a bunch of minimum award wage phone monkeys with no idea about anything let alone even the minimum ability to try and resolve a customer complaint. The are only interest in acting in their own interests. The are not interest in discussing solutions with you or VW as they are not in a position to make a descision.

I would love to be able to offer you the name of the person i spoke to, but i don't know that it would be in either of our interests. However, if you send me a PM, i can give you a direct number to VGA next week when i return to Aus

[pra32]

Hey, hey don't insult monkeys.

VGA probably have their call centre outsourced to a company where people get paid to resolve calls as quickly as possible regardless of whether the customer is happy or not.