The official I have ordered/received my new MKVI thread

[dave_r]

Lol - true, but I was saying the same thing even whilst we were all waiting for ours!

I know hehe, but didn't make the wait any less painful.

I guess if it is any consolation to people, once you get the car you totally forget about the wait. My brain has blocked out 90% of 2010 as a blur hehe.

[runningmanz]

yeah I can count myself as bloody lucky. Should hopefully have my R inside of 4 months due to the dealer previously being able to assign a slot they had already locked in the system (which apparently doesn't happen anymore). Then for me I got a NADCON screenshot after about 6 weeks from when I ordered from the dealer to say the R was locked in with a build date. Again this was early because they had locked in a slot for them with VW way back in June. So really the wait for a build date was at least 3 months. once the car was through production it was about 17 days for the R to be loaded onto a ship.

God I cannot wait for this car.I have never wanted anything so bad ever! LOL!

[G TEE I]

Did someone say they need a GTI driven from Melbourne to Perth?

j/k

Hey if it meant me getting my car quicker

[Corey_R]

Well I got a call from my dealer on Friday. It was bad news. The VW factory delivered the wrong car. It didn't have all the options I requested. It was missing the Bi Xenon lights, Park Assist and Bluetooth. So here I was all excited, ordered back in July and was tracking the car expecting a Jan pickup only to receive a call detailing this ridiculous stuff-up. Dealer advised me that everything was fine from their end, but the factory just didn't do their job.

So I was left with a couple of options:
1. Get the dealer to re-order the car and wait till Jun 11 for delivery (In other words wait a year to get my hands on this car)
2. Select from a range of other cars that are is Aust with the options requested and get delivery sooner.

So from this I did select one from the range, but it was Carbon Grey, not Deep Black and it had a sun roof, something I did not want. Dealer came back to me today and said that VW said that they would take $550 off the sunroof, so at the end of that I was expected to pay extra for my car even though it wasn't my mistake.

Told him I would call back in 15min. Went away and let off some steam, then called back and just let loose. A bit of an insult to say "Here we found a replacement, different colour, but we'll do you a favour and only charge you $1,350 for the sun-roof." To cut a long story short the venting of anger worked somewhat and they agreed to charge me the same price as my origianl purchase and not charge me for the sunroof. So only change to my original order is the colour, and quite happy with this in fact plus now I get a free sunroof. But still a little peeved that they would think dropping off a few $$ would keep me happy.

Only issue now the car is in Melbourne, waiting for compliance in the new year, and then it has to be shipped over the Perth. So to all the others out there waiting, maybe just check in with your dealer to see if all is fine. Not the Xmas surprise I was after.

It's a shame that this happened, but I'm glad that it worked out in the end.
I agree totally that considering the cars were so close, and the inconvenience that had been caused, the inclusion of the sunroof for free was the least they could do! I also think that you've lucked out, as Carbon Grey Metallic is better than Deep Black Pearl!

It's interesting that the dealer said that the factory made this mistake. I find this hard to believe, considering the checks and rechecks which get done. Do you have the VIN number for the original car? (PM me if you do.) Because if so, you can put it into https://erwin.volkswagen.de/ and find out for sure who made the mistake. It will show you what options the factory installed into the car. If it really matches your car's spec, then the factory did just "forget to install the options". If it doesn't match your car, then I'd say that the dealer made a mistake in the options entry (it happens unfortunately, it's not as "straight forward" as you'd think!).

In any case, this is one of those reasons why we advise people to check the NADCON screenshots to doublecheck that the dealer has ordered the correct options, and then to check with https://erwin.volkswagen.de/ once you have the VIN number to ensure that the correct car has been built!

Hey Guys, just a follow up to this. G TEE I was able to provide me with a tracking number which returned a result on the W&W Logistics site, which gave me the VIN, which allowed me to do a search on https://erwin.volkswagen.de/. Then using the "Vehicle Specific Information" function of Erwin, I was able to get a list of the Vehicle Data, Colours, and Pr Numbers. Although the list of Pr Numbers can be confusing (there is around 180 on a GTI and R), after carefully going through this list it reveals that the configuration of the car did not include the Xenons, Bluetooth or Park Assist.

So is it possible that some system or person in between the dealer and the factory "left off these items" - sure. But it's also possible that the dealer left them off and is just blaming the factory since they're "not reachable" by Joe Public.

So I urge you guys, if the dealer is willing to provide you NADCON screenshots, check out the option codes and make sure they include everything you have ordered!

Then once (if) you're provided the VIN number, pay your €4.76 (including VAT) to access Erwin for an hour and check your Vehicle Specific Information and carefully go through the list (remember, it contains 180 items, so don't immediately "go off" at anyone if you think something is wrong).

These two things should hopefully ensure you get what you ordered. And if the situation ever occurred where the dealer did order the right thing and the factory did output the wrong thing, then at least you and the dealer can escalate the situation as early as possible and not just once the car turns up at the dealership and it's too late.

Btw, whilst your at Erwin, in your 1 hour time frame, look at the maintenance manuals and anything else you're interested in

[markwid]

Then once (if) you're provided the VIN number, pay your €4.76 (including VAT) to access Erwin for an hour and check your Vehicle Specific Information and carefully go through the list (remember, it contains 180 items, so don't immediately "go off" at anyone if you think something is wrong).

Wait a minute...let's take a reality check here.
Is this what it has come to for a VW enthusiast-buyer? Is this the "customer experience" to be expected?

My role as a buyer is to pay for what I ordered. Not to pay and double-check someone else's work, not to be left guessing as to ETA will hold.

I want to be satisfied as a customer, even delighted on occasion. So far it hasn't been. I don't blame the dealers. But I think VWA has a lot of xxxx to sort out.

[SilvrFoxX]

Wait a minute...let's take a reality check here.
Is this what it has come to for a VW enthusiast-buyer? Is this the "customer experience" to be expected?

My role as a buyer is to pay for what I ordered. Not to pay and double-check someone else's work, not to be left guessing as to ETA will hold.

I want to be satisfied as a customer, even delighted on occasion. So far it hasn't been. I don't blame the dealers. But I think VWA has a lot of xxxx to sort out.

+100.. Service is greater than product no matter the cost..

[Corey_R]

Don't get me wrong, I agree +10000000 as well.

But there is one thing that even the best systems have never been able to account for. And that's human error.

You put through 35,000 orders a year with up to 15 or more codes manually entered by humans (dealers), and mistakes happen. We're all human, and we all make them. Once the car arrives in the country and everyone realises a mistake has been made, then there isn't anyone can do other than face the situation that G TEE I faced. The dealer has managed to provide a nice alternative and things worked out alright for him. Sometimes it may not work out.

So all I'm saying is, if you have the opportunity to double check, then take it

[SuperHans]

Don't get me wrong, I agree +10000000 as well.
So all I'm saying is, if you have the opportunity to double check, then take it

I checked my NADCON print out, it says the model is a 5K19V3 - which, from what I've googled, is a 2010 5 door, so does this mean I'm getting 5 door for a 3 door price? or have the codes changed for 2011? or will the dealer make me pay the difference?
What do you guys reckon?


I've only just ordered it a couple of weeks ago, so its early days - could the model number change during the build process?

[Corey_R]

Not really. But this highlights the complexities of the ordering system. There is an "option code" of 'W4B' which means "4 door" (or 5 door in our language). If you do not have the W4B, then you're getting a 3 door

[markwid]

Not really. But this highlights the complexities of the ordering system.

IMO, it highlights that we as consumers/buyers have no business checking "NADCON" codes. These things are "behind the scenes" stuff. As you can see, it creates more confusion than anything else.

[Corey_R]

Many many forum members have found the information useful over the past year or so that I've been here...
Without the NADCON information you also can't track your car (which is one of the other most posted in threads here)...

[SuperHans]

Not really. But this highlights the complexities of the ordering system. There is an "option code" of 'W4B' which means "4 door" (or 5 door in our language). If you do not have the W4B, then you're getting a 3 door

awesome, thanks, looks like i'm getting a 3 door

[SilvrFoxX]

Don't get me wrong, I agree +10000000 as well.

But there is one thing that even the best systems have never been able to account for. And that's human error.

You put through 35,000 orders a year with up to 15 or more codes manually entered by humans (dealers), and mistakes happen. We're all human, and we all make them. Once the car arrives in the country and everyone realises a mistake has been made, then there isn't anyone can do other than face the situation that G TEE I faced. The dealer has managed to provide a nice alternative and things worked out alright for him. Sometimes it may not work out.

So all I'm saying is, if you have the opportunity to double check, then take it

When a customer is asked to part with premium coin for a custom order and then asked to wait an extended period for delivery and then it fails to be delivered as expected the compensation should be enormous ( this example does not reek of a great outcome, it is a compromise ).It is unacceptable that a shrug of the shoulders and it all be excused for for human error.

The competition is so high now that the differentiator is the customer experience,not the brand or the product because at its core they are all 4 wheels and an engine. It shouldn't be left to the customer to double check the Sales process to ensure they got what they asked for.

That soapbox piece over.. the tracking process is a value add, for those enthused about the delivery it provides a glimpse and insight into how their cars came to be and should be applauded, but to confuse that with any onus or obligation of quality control on the part of the customer is just not cricket.

[Corey_R]

And I still agree.

But seriously. Just because an entry level VW Golf costs $1000 more than the equiv Toyota and you have to wait for 6 months doesn't mean Volkswagen have solved the world's biggest problem... The person who figures out how to eradicate human error will be a multiple billionaire! In which case, I'm sure they'll be off ordered Ferrari's instead of VW's

So yes, in a perfect world (which doesn't exist), no one will ever make a mistake. But for those who are interested, the information is available to reduce the chance that it will happen to you.

I'm not telling anyone anything new here. All I'm doing is repeating information for the "new generation of VWwc members" who are ordering their first VW.

But as you've noted, the tracking process is a value add. But I still 100% believe if you're getting the information to do the tracking, you may as well use that same information to ensure that no human error has occurred. If you're not interested in one or the other, then fine - but don't automatically discount that no one else is interested.

[markwid]

.. the tracking process is a value add, for those enthused about the delivery it provides a glimpse and insight into how their cars came to be and should be applauded.

Hear, hear. Great. That said, this whole tracking thing can be better too.

Many online business today have fantastic order tracking system, end to end as well.