VW customer service - frustrating

[geojack555]

Hi,

I was totally frustrated by VW customer service today as they were very slow in getting me updates on my car which is at a VW dealer waiting to get fixed. The car was towed on last friday and they didn't have proper info on any updates on my car or what is happening with it. I had to call & chase the dealer/service centre to know what is happening with the car and even had to update the customer service with the lastest update! What a pity. They are replacing my DSG unit, but they reckon it will take more than a week to get it to the dealer (this is also an approx and no one knows the actual ETA). I requested for a loan car and they cant even provide one.....So I have to live with out a car for next 1-2 weeks.. I didnt expect VW to get me such a crap service. My car is just 5 months old and had 3 major issues (1 brake failure, 2 issues with DSG). Seems like I got a prototype or beta version of 118TSI!

[Brendan_A]

Man that sucks!! Isn't there laws about Lemon cars??

[mickofoz]

As a new car owner you should get a free loan car. Go back and insist on one. As for the timing, once you have your loan car, who cares as long as it gets fixed. Take a breather and enjoy life and don't get hung up over issues you can't control.

[Corey_R]

Yeah - if they can't provide you with a loan car, then they should either be paying for a hire car or for taxi receipts. That's just a bit slack really!

[Umai Naa!!]

VW Customer Service are serial pests.

Ring the dealer, speak to the service manager, and get the information directly.

As for the delay in parts, it can happen. Of the two I've replaced, neither turned up overnight.

[geojack555]

Guys, also I want to get your opinion about this replacement of my DSG unit. I am bit concerned on this as this is a new car and not 100% sure if dealer fitted DSG will have equal quality (i mean the whole fitting process) as a factory fitted ones. My car is only 5 months old, and DSG transmission being an important part of the car. What do you think?

[Tommy]

Makes me feel better that I'm not the only one who has experienced this sort of grief. I had two major brake repairs, one DSG replaced and another almost due for replacement. I had to argue like crazy for a loan car which I finally got when they were replacing the first DSG. Such a shame.

[MurphyTheElf]

Makes me feel better that I'm not the only one who has experienced this sort of grief. I had two major brake repairs, one DSG replaced and another almost due for replacement. I had to argue like crazy for a loan car which I finally got when they were replacing the first DSG. Such a shame.

Tommy, can I ask which dealer you bought from? I'm pretty sure my dealer would come to the party with loan cars, but they have a good reputation and a huge pool of cars from which to supply a loaner.

[geojack555]

Did it fixed the issue or you still need to get it fixed again? I am going to push VW to get me a new car...i know it sounds bit crazy..but to be honest, I dont have any trust in VW service anymore as they had told me a month before that, they had fixed the issue. It is scary to drive especially when it automatically get to Neutral.

[Maverick]

Makes me feel better that I'm not the only one who has experienced this sort of grief. I had two major brake repairs, one DSG replaced and another almost due for replacement. I had to argue like crazy for a loan car which I finally got when they were replacing the first DSG. Such a shame.

You had the DSG replaced OR the mechatronics replaced?

[Maverick]

Guys, also I want to get your opinion about this replacement of my DSG unit. I am bit concerned on this as this is a new car and not 100% sure if dealer fitted DSG will have equal quality (i mean the whole fitting process) as a factory fitted ones. My car is only 5 months old, and DSG transmission being an important part of the car. What do you think?

Are they replacing the DSG or the mechatronics which is a component of the DSG gearbox?

[geojack555]

As far as I know, the service manager told me that they will be replacing the transmission system (he quoted DSG in his conversation). So I believe it is the whole unit.

[sillygogo]

Guys, also I want to get your opinion about this replacement of my DSG unit. I am bit concerned on this as this is a new car and not 100% sure if dealer fitted DSG will have equal quality (i mean the whole fitting process) as a factory fitted ones. My car is only 5 months old, and DSG transmission being an important part of the car. What do you think?

I agree, although the service center would take all the care to put it back, however, once its open its not the same. Might be in too tight, or small out of alignment, etc.

Mine window seal was replaced due to some air leak. I later found out that they bend one of the plastic near the door handle when they removed it.

[Umai Naa!!]

The DSG is not an overly-complicated thing to replace (I've had them out, and on the floor in only two hours). If the workshop manual is followed, the technician can't go wrong.

[gregozedobe]

wot e said ^

I wouldn't be worried if they are simply replacing the mechatronic or the whole unit. If they were delving inside the casing/s and messing with the gubbins inside I'd be concerned.