VW customer service - frustrating

[geojack555]

Anway let me see what VW can do for me. It is really frustrating to see such a replacement with in 5 months. The whole idea of buying a new car is to trouble free for atleast 2-3 years...That is not happening in my case

[cktsi]

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.

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..

Its unfortunate their updates are so poor. But you know the only one who will really look after you is you. So chase them up. I found i had to chase up a lot.

Some of it is the individual. If they are not so busy or have good work ethic they will call you.

They like to stone wall such requests but see if you can talk to the mechanic.

Another tactic is talk to the service manager as they either will update you personally or get someone to deal with you so they dont have to.

As for the loaner its life but sometimes they get so booked out they genuinely run out of cars. Goes to show how many issues they deal with i suppose. I have heard once or twice then say that a loaner is in the smash repairs

Sometimes they can do a better job than factory. I had rattle at low rpm that sounded like the exhaust was going to fall off. When they replaced one fuel injector they had to decouple the supercharger and other bits. Since then i get no more exhaust rattle (or whatever it was).

You know your car and will know if they have done a good job pretty quickly. In the same job the blow off valve got damaged and i had a squirrel noise. I got them to fix that and since then no real problems(except for the odd fuel belch)

I had a friend with a mk5 jetta who had dsg replaced and it runs fine. You should be ok. Good luck

[Maverick]

Anway let me see what VW can do for me. It is really frustrating to see such a replacement with in 5 months. The whole idea of buying a new car is to trouble free for atleast 2-3 years...That is not happening in my case

I think you have unrealistic expectations if that's what you believe, many people will have years of trouble free motoring and some will have problems which is unfortunately what you're experiencing.

If the car was trouble free for 3 years for everyone VW wouldn't bother offering a warranty.

[Maverick]

As for the loaner its life but sometimes they get so booked out they genuinely run out of cars. Goes to show how many issues they deal with i suppose. I have heard once or twice then say that a loaner is in the smash repairs

By issues I assume that you meant to say "servicing" because that is what the loan cars are used for and they only have limited numbers so they can be booked out 4-6 weeks in advance.

Unless you're a premium brand like Lexus you can't afford to have loan cars sitting around on the off chance that someone who purchased a car from most likely another dealer requires one because their car broke down. VW won't cover the cost of a loan car AFAIK so is the dealer supposed to fund it from their own pocket?

I'd rather keep the cost of the car down and maintain a relationship with the one dealer so hopefully they would help me out if this occurred. But if they didn't and I needed a car I'd just hire one for the period.

[geojack555]

That shouldnt be the case as they should have atleast one spare car for emergencies, especailly when they take 1-2 weeks to fix something. Just coz of this, I would be spending additional money from my pocket along with paying the EMI for the new car which is waiting to get repaired. So in actual fact, I am paying for the new car for nothing (as i cant use it) and also need to pay extra for my transportation!

[cme2c]

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?

You have to remember that the guy fitting the transmission in the dealer is a mechanic, whereas in the factory it was put in by a factory worker.

On loan cars, my solicitor has a Mercedes. They gave her a loan car for 2 months. I don't know whether this says good or bad things about Mercedes.

Over the years I have found attitudes to loan cars have tightened up a lot. In the 80s I was in SA and had a Volvo 740. The dealer gave me free loan cars. A 740 turbo (lag lag lag BOOST!), a BMW 2002 ( I was one of the few clients that could drive a manual).

Now, you have to book one, and you get charged in my experience at Honda and Peugeot dealers. I use the free shuttle from my local dealer with the VW.

Check on this site for a customer service promise from the aus MD of VW and get stuck into them!

[Maverick]

That shouldnt be the case as they should have atleast one spare car for emergencies, especailly when they take 1-2 weeks to fix something. Just coz of this, I would be spending additional money from my pocket along with paying the EMI for the new car which is waiting to get repaired. So in actual fact, I am paying for the new car for nothing (as i cant use it) and also need to pay extra for my transportation!

Buy an AUDI or another premium brand if you want a greater chance of a loan car being available if your car fails. There's a reason why you pay an additional 20% for what is essentially a VW and that's for these extra services. Looking at the websites none of the premium brands guarantee a loan car if your car breaks down, all stipulate that they're not responsible for any other costs you incur and Lexus are the only ones who offer a loan car at no cost across all dealers.

If VW aren't going to pay a dealer to have a loan car on standby 24/7 how does the dealer recover the cost? Through selling new cars? And how does he recover the cost when it's a car purchased from another dealer? And if two cars come in the same week?

I don't think it's reasonable to expect a loan car unless you're buying a premium brand where nice waiting rooms and so forth are all part of the service. The local Lexus dealer even has a chef that will cook you up breakfast and lunch whilst you're waiting for a service in the waiting facility that has everything you could want (wi-fi, computers, foxtel and so forth). Of course you pay for this which goes to show you can't have your cake and eat it.

http://www.lexusofbrisbane.com.au/page/Find_your_Dealership/Lexus_of_Brisbane_-_Indooroopilly/

Lexus of Brisbane - Indooroopilly
Dedicated to providing a service like no other for all Lexus owners in South East Queensland, Lexus of Brisbane offers benefits and privileges you would never imagine to experience from a vehicle dealership: gymnasium, parisian arcade, billiard room, lounge and boardroom.

Available for use by members of the Lexus Owners Only Club and their guests, the facilities set a benchmark for customer service, not only in the automotive industry but perhaps for any customer service business.

Indooroopilly Address
Cnr. Moggill & Rennies Rds.
Indooroopilly 4068
PO Box 52, Lutwyche Qld. 4030
Telephone - 1300 LEXUS1 (1300 539 871)
Facsimile - (07) 3327 1778

GYMNASIUM

Complete with top of the range exercise equipment, Lexus of Brisbane has its own gymnasium available for use by Lexus Owners Only Club members. The equipment includes the latest cardio workout machines and a full weights station for a well balanced work out.

Whether waiting for your car to be serviced, detailed, or simply in your spare time, Lexus Owners Only Club members are more than welcome to use the facilities. Televisions are provided in the gym for entertainment whilst working out, and shower facilities are available for cooling off afterwards.

PARISIAN ARCADE

Owners are able to browse in the Parisian Arcade of top line boutique shop windows. Here some of Brisbane's most exclusive boutiques and brands have chosen to exhibit seasonal displays for your pleasure. Browse at your leisure and purchase at your whim. Lexus merchandise is also on display should you wish to select items to enhance your environment as a Lexus owner. While in the Parisian arcade, stop for a well deserved coffee and cake from our in-house complimentary café.

LEXUS LOUNGE

For exclusive use by Lexus Owners Only Club members, our lounge offers a quiet place for you to simply relax and conduct your business. A reclining leather massage chair awaits your arrival where you can have a refreshment and catch up on the latest magazines and finance papers from around the world.

The Lexus Lounge also includes luxuries such as a large screen television and high fidelity DVD equipment for your relaxation and enjoyment. For the relentless business person, a dedicated business centre with on-line work stations, complete with telecommunication and computer support, is available to ensure that business continues uninterrupted for Club members whilst vehicle services are carried out.

BOARDROOM

We have incorporated a state of the art boardroom at Lexus of Brisbane for use at any time by Lexus Owners Only Club members, their guests and associates. This facility offers the latest in audio visual equipment including roof mounted data projection units and a boardroom table that seats sixteen people in comfort. Complimentary parking is available for all your guests.

[Corey_R]

Jesus man... those dealer facilities at Lexus are MORE EXCITING than their cars!

[Maverick]

Jesus man... those dealer facilities at Lexus are MORE EXCITING than their cars!

I like the idea of free meals cooked by the chef! You'd be tempted to take a day off work, bring in a blueray movie and spend the morning after breakfast watching a movie, have lunch and take the loan car out and come back for afternoon tea before getting reamed for the oil change

[geojack555]

Buy an AUDI or another premium brand if you want a greater chance of a loan car being available if your car fails. There's a reason why you pay an additional 20% for what is essentially a VW and that's for these extra services. Looking at the websites none of the premium brands guarantee a loan car if your car breaks down, all stipulate that they're not responsible for any other costs you incur and Lexus are the only ones who offer a loan car at no cost across all dealers.

If VW aren't going to pay a dealer to have a loan car on standby 24/7 how does the dealer recover the cost? Through selling new cars? And how does he recover the cost when it's a car purchased from another dealer? And if two cars come in the same week?

I don't think it's reasonable to expect a loan car unless you're buying a premium brand where nice waiting rooms and so forth are all part of the service. The local Lexus dealer even has a chef that will cook you up breakfast and lunch whilst you're waiting for a service in the waiting facility that has everything you could want (wi-fi, computers, foxtel and so forth). Of course you pay for this which goes to show you can't have your cake and eat it.

http://www.lexusofbrisbane.com.au/page/Find_your_Dealership/Lexus_of_Brisbane_-_Indooroopilly/

Lexus of Brisbane - Indooroopilly
Dedicated to providing a service like no other for all Lexus owners in South East Queensland, Lexus of Brisbane offers benefits and privileges you would never imagine to experience from a vehicle dealership: gymnasium, parisian arcade, billiard room, lounge and boardroom.

Available for use by members of the Lexus Owners Only Club and their guests, the facilities set a benchmark for customer service, not only in the automotive industry but perhaps for any customer service business.

Indooroopilly Address
Cnr. Moggill & Rennies Rds.
Indooroopilly 4068
PO Box 52, Lutwyche Qld. 4030
Telephone - 1300 LEXUS1 (1300 539 871)
Facsimile - (07) 3327 1778

GYMNASIUM

Complete with top of the range exercise equipment, Lexus of Brisbane has its own gymnasium available for use by Lexus Owners Only Club members. The equipment includes the latest cardio workout machines and a full weights station for a well balanced work out.

Whether waiting for your car to be serviced, detailed, or simply in your spare time, Lexus Owners Only Club members are more than welcome to use the facilities. Televisions are provided in the gym for entertainment whilst working out, and shower facilities are available for cooling off afterwards.

PARISIAN ARCADE

Owners are able to browse in the Parisian Arcade of top line boutique shop windows. Here some of Brisbane's most exclusive boutiques and brands have chosen to exhibit seasonal displays for your pleasure. Browse at your leisure and purchase at your whim. Lexus merchandise is also on display should you wish to select items to enhance your environment as a Lexus owner. While in the Parisian arcade, stop for a well deserved coffee and cake from our in-house complimentary café.

LEXUS LOUNGE

For exclusive use by Lexus Owners Only Club members, our lounge offers a quiet place for you to simply relax and conduct your business. A reclining leather massage chair awaits your arrival where you can have a refreshment and catch up on the latest magazines and finance papers from around the world.

The Lexus Lounge also includes luxuries such as a large screen television and high fidelity DVD equipment for your relaxation and enjoyment. For the relentless business person, a dedicated business centre with on-line work stations, complete with telecommunication and computer support, is available to ensure that business continues uninterrupted for Club members whilst vehicle services are carried out.

BOARDROOM

We have incorporated a state of the art boardroom at Lexus of Brisbane for use at any time by Lexus Owners Only Club members, their guests and associates. This facility offers the latest in audio visual equipment including roof mounted data projection units and a boardroom table that seats sixteen people in comfort. Complimentary parking is available for all your guests.

So the moral of the story is either buy Lexus or get two VWs for that price and use one when the other fails!!

[Corey_R]

So the moral of the story is either buy Lexus or get two VWs for that price and use one when the other fails!!

I think the moral of the story is that all manufacturers have issues. It's why you have a warranty. Although most people never have issues, some do. Whether you buy Euro, Jap, American/Australia, or Korea/Worse. It sucks that you're one of the unlucky ones with your VW, and I understand your frustration with the service, but hang in there, don't annoy them too much, and hopefully this will all be resolved soon and you will then be able to enjoy your purchase.

[geojack555]

After couple of days with heated conversation, VW finally promised to get me a loan car today. They are sending a company car to the dealer, where my car is been serviced and will be handing over to me tomorrow. However, they don't have any ETA on when the part would arrive or will get it fixed.

[brad]

That shouldnt be the case as they should have atleast one spare car for emergencies, especailly when they take 1-2 weeks to fix something. Just coz of this, I would be spending additional money from my pocket along with paying the EMI for the new car which is waiting to get repaired. So in actual fact, I am paying for the new car for nothing (as i cant use it) and also need to pay extra for my transportation!

But the moment you put aside a car for an emergency - an emergency will happen. Then you put aside another car & another emergency happens.

When the fuel pressure regulator went on my Skoda I was happy to take a used car of the lot as long as it was roadworthy. Big dealership though - probably 1000 cars on their lot.

[geojack555]

Finally got a loan car. Thanks to VW.. They also got me the ETA for the DSG box- approx 6- 7 days and around 2 days to fit. So hopefully I think I will be getting my car fixed in couple of weeks

[cme2c]

Good news