Very Very disappoint with my new Golf 6 and Dealer

[markwid]

The real story is the customer experience whilst this is happening, it can make or break the brand, dealer and return business. I can only read what is happening through the eyes of the person affected individual and perception is reality.. he is not a happy customer

+1. Spot on. And this is going to play out long...a good chess player thinks a few steps ahead. Some of us can see this coming and suggested actions to nip this in the bud.

Whereas some cooler heads have suggested to wait, wait and wait to see how this pans out. So it is really up to OP...so far he seems unhappy to me.

[DNA Tuning]

Sounds like the mechanics are not the most competent. Not taking a stab at the VW dealerships or anything, but generally speaking mechanics are good when it comes to physically replacing a part but not so good at diagnosing faults. Many of them even know how to use a multimeter. Cars are getting more advanced; whereas generally speaking, mechanics aren't.

Anyway, clearly they have "attempted" to fix the car several times now. Each time they further delay the return of your car by trying something else counts as an attempt.

With only 45km on the ODO; I too also can't see why they can't give you a new car. Not saying the dealership should eat the losses; it should be VW Australia covering any losses there. And the losses wouldn't be that great. This faulty car, once fixed, can be used as a demo or sold as an ex-demo, etc.

I had a family friend whose Lexus LS completely shut down while going 100 on the freeway. Literally, lost ALL steering, all drive, all brakes (inc handbrakes) EVERYTHING; because everything is controlled electronically. She literally WATCHED the car coast down to a halt. How's that for scary? This happened a few months after they bought the car, they demanded a new one and sure enough they did get one.

[Umai Naa!!]

Why no ETA on the ECU? If they were doing their *best*, it would have been air-freighted *express* and would be here by the end of the week, early next at latest. The 'this time of the year' excuse is rubbish. If they wanted to make it happen, they would.

As is often the case when dealing with warranty issues (be it car or fridges), if the customer isnt on their back, they show no urgency.

Perhaps they're between production runs on parts? VW doesn't make the ECUs. Getting anything on time through any means of transit can be pot luck at the best of times at this time of year. Look at the bun-fight they're going through at Heathrow Airport right now.

All you've done in this thread is pick apart every logical reasoning that anyone has taken the time to offer. If there's an axe to grind, start your own thread instead of polluting someone elses. It's bad enough to follow the story as it is.

[b0son]

All you've done in this thread is pick apart every logical reasoning that anyone has taken the time to offer.

So offer up something that isnt so easy to pick apart

If there's an axe to grind, start your own thread instead of polluting someone elses. It's bad enough to follow the story as it is.

I have no axe to grind. My VW has been largely faultless. But having seen friends on two occasions have faults that could not be fixed by the manufacturer, and seeing on one of those occasions the car being refunded, and on the other, the owner having to sell the car and hand the problem to someone else, I am somewhat aware of the situation the OP is in.

To the OP, noone's saying be a nuisance to the dealer. But, you need to be aware of what your options are should this next attempt not do the job or its only a temporary fix (ie. problem reappears soon again after). And dont rely on the dealer or VW to tell you what your options are, find out from ACCC/fair trading.

Worth reading this person's page:

Ziggy Zapata - Refunds

[bm2amb]

24/Dec/2010 11:00am Contacted Office of Fair Trading. Consultant suggest the car broke-down on the same day of purchase, vehicle is not of merchantable quality. I am entitled to refund or exchange.

I have lodged the form.

Hope something good will happed

[Tigger]

Hey bm2amb,

Very happy to hear this update and guidance from the office of fair trading.

What everyone here has failed to remember, is that you did not even have the car for ONE FULL DAY. So it is not the same as having a warranty issue arise several months down the track etc....

I have taken cars on longer test drives than the 45kms or so you have on the odometer!

To everyone else out there saying you should wait and let them stuff around trying for a solution etc.....This is really a clear cut case guys: The car has a serious issue that has not been easily diagnosed or fixed, and it is only 45kms old...clearly then it is "not of a merchantable quality" or DOA.


I dont like arguments or issues any more than the next guy, but this is so clear cut and simple. The customer did not get what he paid for.


Keep us informed.

[Capercat]

24/Dec/2010 11:00am Contacted Office of Fair Trading. Consultant suggest the car broke-down on the same day of purchase, vehicle is not of merchantable quality. I am entitled to refund or exchange.

I have lodged the form.

Hope something good will happed

I didn't realize this, thanks for sharing. It was a hard pill to swallow especially being just a few hours old. Best of luck.

[SilvrFoxX]

You realise you now have to leave the car with the Merchant.. if you take it back after they repair it it will potentially uncermine your claim

[mikinoz]

Apple Cares about their reputation, their customer and their Branding.

Working for Apple, I can assure you that iPhones and 3K laptops are not treated the same in terms of DOA.

[SilvrFoxX]

Working for Apple, I can assure you that iPhones and 3K laptops are not treated the same in terms of DOA.

and... what is the difference my apple friend

[MultiplexMan]

Has anyone had their ECU replaced before???

Yes - A long time ago. I had purchased a 1 year old Mk5 Golf GTI at a dealership in VIC. ECU got corrupted during a "pre-delivery service" - low battery voltage during ECU rewrite (another story).

It took ~6 weeks and was complicated by miscommunication between the dealership, VWA and VW Germany. What annoyed me was that I had to call industry contacts to confirm where the "problem" was. I had to chase the issue with all parties - dealer, VWA and VW Germany.

The official reason for the time delay was the requirement to break into a programmed production run to code an Australian spec ECU.

I must admit all parties did try and I did end up with my GTI. It does not detract from the fact that I paid for ~six weeks of registration and insurance for a car I could not use.

BTW VW Germany inventory systems are good. They traced the status of the ECU request based on the VIN.

[mikinoz]

and... what is the difference my apple friend

An iPhone is considered a consumer accessory in the Apple sphere - disposable component style product, same with the iPod range and the iPad.

Where there are multiple components that can have faults isolated to them, then they will replace these components to enable a fix. After 3 significant parts failure you would be setting yourself up for a replacement unit.

As for Dead on Arrival (DOA), the machine that does not start up out of the box, Apple policy allow a 14 day window for replacement - but this is a bit of a hit and miss affair, and more often than not people want to use their machines that they have custom configured and waited 3-5 weeks for and not wait for a new one to be built (read here the parallels with a car) - and take the repair option - however if it is a stock unit I encourage customers to take a replacement.

In this situation, I think the owner with the issue will handle it to whatever he feels is an appropriate resolve. If he wants a new car, well all the best to him in getting one. I don't think that ACCC have too much of a case in this as the dealer is attempting to resolve the issue - and the DOA policy is not governed by ACCC or any regulator, but the company that manufactures the item.

[SilvrFoxX]

Thanks.. was most interested in how Apple viewed these things.. I will go to bed smarter ( for a change )

[Transporter]

Sorry, going by the OP's quote ....

So far, its throttle sensor - fail. Now waiting for ECU - that would make it second attempt?

Or does the fact that they never give the car back only count as one overall attempt?

Yep, the car went in for repair and was not repaired and returned to customer as they still work on the original fault.

[MIRSAD]

Yep, the car went in for repair and was not repaired and returned to customer as they still work on the original fault.

.... is there any time frame in which it should be (diagnosed) fixed and returned to customer ... without time frame, even with "3 unsuccessful attempts rule" it can take months and without "lemon law" - you don't want even to think about all disappointment and $ losses.

... and please don't say "reasonable time frame"