They broke my Tig!

[Cam]

So sorry to hear this Arctra


Makes me really angry when I hear when things like this happen. Not just to VW's, but cars and other people's property in general. There are some real arseholes around.

Its unfortunate but sometimes you can just be in the wrong place at the wrong time for stuff like this to happen. As far as the window it may take up to a week to replace, when I was hit/side swiped down the drivers side it broke and scratched the glass for the drivers window so they had to get a new pane. The actual repairs to the whole car (i.e spray painting, new panels etc) only took a few days. It took longer to get the OEM parts than anything else.

From memory it was roughly a week when I had a cracked windscreen as well, for the windscreen place to organise an OEM replacement.

[Arctra]

Thanks mate. Can you remember how much the window cost by any chance? I'm bracing for the hurt!

[Arctra]

Update

Well this gets better. It appears there are no spare windows available in Aus or Singapore (which is the VW Asia spares hub) so they are having to fly one out from Germany! I'll be lucky if I get it fixed this week.

I must say, I am very disappointed that VW Aus don't have spares in stock. One would have thought that on new models they would look at the most likely parts to need replacement, and surely windows would rank up there at the top, and make sure that you maintain a minimum level of inventory of those parts. *sigh* Ah well, guess I'll just have to be patient.

[Cam]

Thanks mate. Can you remember how much the window cost by any chance? I'm bracing for the hurt!

Mine was covered under insurance so I'm not sure.
But I'm guessing it wasn't cheap. Like the quote I got for my 30,000km service this morning $495.


Argh that sucks that they have no spares in Oz. It doesn't really surprise me though. Actually I don't think its necessarily a VW thing specifically, a relative of mine needed to get a part for a Toyota Hilux. They only had a stock count of 4 left in Australia (he was lucky enough to get one of them)

I think they only stock minimal parts. But I know what you mean, when it comes to spares like windows they should be stocked readily available!

[Arctra]

My letter to VW Australia

I have sent a letter to VW Australia via their website:

Hello.

This weekend (15/8/09) my drivers side front window on my Tiguan was smashed by thieves. This morning when I rang my dealer to get a replacement I was told that there are no spare windows in Australia or Singapore, and that I have to wait for it to be express delivered from Germany. At best it will be here at the end of the week.

My dealer (Chatswood Classic Cars) have been very helpful and polite about the whole situation, but the fact of the matter is I have to now try and secure my vehicle for a week while waiting for a new window.

How can VW Australia not have stock of a part that is so critical to vehicle security, and so likely to need replacement? (compared to the rest of an otherwise solid vehicle). Might I ask, as a VW Tiguan owner, that you review your spares management to ensure that if I (or any other Tiguan owner) do have another problem I don't have to wait for spares to be shipped internationally, and have to find a way of securing alternative transport.

Kind regards,
Dean.

[NZTiguan]

Having a look in NZ through my dealer but unfortunately I'm in the middle on nowhere here so can only email and pray !! I think I'd be demanding that they pull one out of a stock vehicle and worry about the delay replacing THEIRS !!!!

Cheers

[Arctra]

Thanks for inquiring for me anyway.

I was kind of hoping they'd pull one out of a stock vehicle, but that's where the problem is I suspect... there isn't much in the way of spare stock in Aus so they don't want to compromise their chances of selling a vehicle for the sake of expediting my repair

[DJY]

Very disappointing that they don't maintain stock!

Can understand IF it didn't have to be OEM / VW specific...
but with the number of cars they are selling...
I'm very disappointed they don't keep a certain level of stock of items they know they would use regularly!?!?!?

[NZTiguan]

Thanks for inquiring for me anyway.

I was kind of hoping they'd pull one out of a stock vehicle, but that's where the problem is I suspect... there isn't much in the way of spare stock in Aus so they don't want to compromise their chances of selling a vehicle for the sake of expediting my repair

Hey Arctra

Just been advised that Southern Motor Group: Contact Bruce Norris Dunedin 64 3 456 2764 bnorris@smcourt.co.nz can provide your window out of Auckland stock if somebody wants to chase it up !!

Hope this helps

Cheers

[Bayman]

I have sent a letter to VW Australia via their website:

Good going Dean for complaining to VW Aust. I did a similar thing re VW deletion of baggage hooks in TDI Tig and received a phone call from a VW fella within a week. I didn't get it resolved to my satisfaction but felt better for doing it.

You could also drop an email to paul.gover@bigpond.com (Cars Guide). He is very helpful and would take it to Jutta Dierks (MD) of VW Aust as an issue if you are getting the run around. I would let him know anyway as an update on how VW are treating their owners as Jutta Dierks is serious about improving VW's image in Australia and well this is a let down. The Tiguan has been out for 18 months so surely Germany can release at least one for a permanent Australian spares.

I would hate to think how hard it may be to get a sunroof glass repaired, say after a severe hail storm or some vandal/thief heaven forbid. Apart from the above, like everyone else sorry to hear this occurred.
I have been victim of car rape years ago Commodore 4.2litre V8 stolen and tyres were feathered and engine had been thrashed. The best way to get over this is for a quick repair, so VW Aust need to smarten their act.

[NZTiguan]

Hey Arctra

Just been advised that Southern Motor Group: Contact Bruce Norris Dunedin 64 3 456 2764 bnorris@smcourt.co.nz can provide your window out of Auckland stock if somebody wants to chase it up !!

Hope this helps

Cheers

Bump

Hi Arctra

Did you get your guys to try NZ after this ??

Cheers

[Arctra]

Hi.

Yeah, Aus don't seem to talk to NZ. Something about them not being on Dealer Link or something? If the part is not in Aus then they contact Singapore, and if it's not there then it's back to Germany. Seems crazy to me, but what do I know.

The dealer has express ordered it for me and according to Fedex it should be here Friday. I'm not holding my breath though. I called VW Assist too and the guy was sympathetic, but basically said that the dealer has done the best they can. Because my broken window is not a manufacturing defect I don't qualify for a VW replacement car while I wait for the new window. He did call me back yesterday afternoon though to tell me the Sydney area manager was looking for a Tig in stock that they could take the window out of for me. He pointed out this is highly unorthodox and it's a very special consideration for me if they do do that. I'm still waiting though so not sure it's actually going to happen.

I must say, this experience has left me concerned about my Tig. Is this just a once off unfortunate event from a simple mistake in getting a replenishment order in on time, or are VW Aus just not concerned about the customer once they've bought the vehicle? Getting a smashed window repaired should not be this difficult in ANY car, no matter how new it is. It's not like it's an obscure part that is hardly ever replaced that they can use the excuse of it not being cost beneficial to stock. *shrug*

Thanks for following up with your dealer for me though, I appreciate it. I'll keep you posted on my progress.

Cheers
Dean.

[NZTiguan]

Well I ordered my new Windscreen on Monday afternoon and the Tig's in getting it fitted right NOW. PLus we live in the middle of the South Island and the screen was sourced from Auckland. Now that's what I call GREAT service !!

Sorry Ausi is such a mess, you sure it's not run by your Rugby players ??? (just taking the pi$$)

By the way, the guy delivered me home and I got him to use the park-assist down the road cos he didn't believe it could do it. Completely blew his socks off, don't think he'll get the grin off his face for years !!!

Cheers

[Arctra]

Update

Woohoo! Just had a call from Chatswood Classic Cars and VW Australia has organised a window for me and are shipping it to Chatswood. I'm dropping my Tig off tomorrow and they're fitting it Friday morning. So I'll have my Tig back fixed and all on Friday afternoon.

I'm much happier about that, and appreciate whatever it is that VW Aus and Chatswood Classic have done to get this sorted. Hopefully there won't be this sort of problem for other Tig owners going forward.

[NZTiguan]

Well done you !!! Just got mine back with the new screen all done and dusted. Insurance pays for them here without affecting your no-claims cos it's deemed a "safety issue" which is excellent !!

Cheers