Sad owner of new Tiguan

[Quokka]

Hi Everyone,

I am the owner (but not possessor) of a 2011 Tiguan. One month after picking it up we had to tow it back to the dealership (and I had only driven it for 2 weeks). I don't know anything about cars but I think the gearbox is stuffed!

What the dealership service centre said would take 2 days, then 2 weeks, is now 2 months and counting. They have given me a loan car but I want my car not a sedan. Basically the dealership doesn't tell us anything other than "the part is being shipped from Singapore" then "the part is being made" - and that is only if we phone them. They never phone us.

My husband contacted VWA about the part situation and they said they would look into it and get back to us in 2 days, nothing. Phoned after 2 months and they said they would get back to him the next day, nothing again.

Would like some advice on what to do. Basically both the service from the dealership, John Hughes, and VWA has been nonexistent and I has ruined my first experience with VW. I definitely wouldn't recommend Volkswagens to anyone.

Where would you recommend I post this message? Any advice would be great. Thanks!

[Blitzen]

I'd be going straight to A Current Affair or Today Tonight with this one... By the sound of it, you are getting screwed big time. Have you kept a record of conversation at any point with times, dates, what was said, who you spoke to... That sort of thing??
I would also be talking to the department of fair trading in your state too, and I'd at least be on to the servicing department every couple of days asking about the car, or randomly dropping into the workshop to see it too.

[Russ59]

Sorry to hear of your situation. As you obviously can't get any answers from the dealer, I would be calling VWA (Volkswagen Australia) and telling them of the problem and mention to them also that if you don't get some response to this enquiry within a couple of business days and no more, that you will be going to Dept of Fair Trading and then if necessary ACA or Today Tonight. You don't have to get really agro about it but do be firm with them, I can understand how you're feeling (been there before) but I have found from personal experience that VWA are usually pretty helpful and quick to respond and you should hopefully get an answer soon. Contact number for VW Customer Care is 1800 607 822

Best of luck with it and don't forget to let us know how you get on

[team_v]

I would be contacting Dept. of fair trading if you are getting no where with VW dealerships and VW-Aus.

[Blitzen]

Sorry to hear of your situation. As you obviously can't get any answers from the dealer, I would be calling VWA (Volkswagen Australia) and telling them of the problem and mention to them also that if you don't get some response to this enquiry within a couple of business days and no more, that you will be going to Dept of Fair Trading and then if necessary ACA or Today Tonight. You don't have to get really agro about it but do be firm with them, I can understand how you're feeling (been there before) but I have found from personal experience that VWA are usually pretty helpful and quick to respond and you should hopefully get an answer soon. Contact number for VW Customer Care is 1800 607 822

Best of luck with it and don't forget to let us know how you get on

They already have been in touch with VWA...

[TomC]

Time after time after time we hear bad stories from unlucky people having bad dealings with VWA and Dealerships. What does it take to make this change?...

Suggestions above are a good course to take IMO. Good luck

[shakespeare]

Have you tried writing a letter to John Hughes personally? We did this shortly after we bought our Jetta in 2006 as we were not happy with the service department. However we did not have the issue that you have and we still had our car! However whilst we did not get a direct response from John Hughes a new service consultant (the one we were dealing with was replaced) called us immediately and proceeded to work through our concerns. Alternatively as the guys have said a call to VWA would be your next steps, followed by dept of fair trading to see where you legally stand. I don't think however that we have 'Lemon" laws in WA.

Good luck and Welcome

[MADHUN]

Financed?

If you financed the vehicle be sure to contact the dealer owner or most senior manager and demand that the finance payments for the vehicle either be refunded or offset against future servicing which I'd imagine would be the least favourable option given your experience.

[anthony]

Demand a refund,and go buy a Honda CRV...

[hippyhippy]

can insurance do anything?

[Russ59]

They already have been in touch with VWA...

Don't know how I missed that, my mistake VWA won't help you then a trip to Fair Trading is definitely the next step to take, enough is enough

[Transporter]

Hi Everyone,

I am the owner (but not possessor) of a 2011 Tiguan. One month after picking it up we had to tow it back to the dealership (and I had only driven it for 2 weeks). I don't know anything about cars but I think the gearbox is stuffed!

What the dealership service centre said would take 2 days, then 2 weeks, is now 2 months and counting. They have given me a loan car but I want my car not a sedan. Basically the dealership doesn't tell us anything other than "the part is being shipped from Singapore" then "the part is being made" - and that is only if we phone them. They never phone us.

My husband contacted VWA about the part situation and they said they would look into it and get back to us in 2 days, nothing. Phoned after 2 months and they said they would get back to him the next day, nothing again.

Would like some advice on what to do. Basically both the service from the dealership, John Hughes, and VWA has been nonexistent and I has ruined my first experience with VW. I definitely wouldn't recommend Volkswagens to anyone.

Where would you recommend I post this message? Any advice would be great. Thanks!

I'm sorry to hear about your bad experience.
Is your Tiguan manual gearbox or is it the DSG gearbox?
Please, keep us posted on any progress.

[Tigger]

Can they at least give you an exact record of what has gone wrong and what parts are required?
It seems a little vauge at the moment.

I really feel for your situation.

Others have also suggested that you email the head of VW aust directly. Anke Koeckler. I dont know the email, but it has been posted by others on the forum.

Does anyone else have her direct email?

[Umai Naa!!]

The new 7-speeds are bloody hard to get hold of.

We waited well over a month to get one in for a customer.

First one sprung a leak, and wee'd all over the cargo hull of a plane on the way over from Singapore. Second one did the same thing. Third one was off the production line, ex-Germany.

Once the part is ordered by your dealership, it's time to play the waiting game. They can't tell the plane, boat, assembler, or manufacturer to hurry up. Admittedly, VWA should be pulling out all stops to get the parts required to your dealership, and secondly, your dealership is probably feeding you all the information they have. Hence the lack of updates.

As for the ACA/TT/Dept. of Fair Trading/refund calls; it's time to take a step back and look at the bigger picture. It's a car, it can be fixed, and a broken gearbox is not ammo for VW to buy the car back.

Quokka, as a VW technician myself, I do hope that your dealership can get your Tiguan back on the road as soon as possible for you. all the best.

[Transporter]

You're doing a good job Umai Naa!!, keeping as informed, how the things go and I have nothing against you or other dealers and the way they fix the warranty faults.

But, while the car manufacturer sells the cars on this continent, it would be nice to keep the spares in here. Wouldn't it?
Or, there is a hint; No spares? Than use one of the new cars for spare parts. That would be certainly a better solution then risking a bad reputation, and if it was only one of, then it shouldn't hurt too much the global car manufacturer like VW to wreck one car for the spare parts or perhaps, keep it for testing in here. And, if that's no good either, how about to use the airplanes instead of the boats?
Unless it is happening too often and the stock of the spares worldwide is depleted. Anyhow, it doesn't look good. Does it?

I can't imagine what will happen to the spare parts supply, when these cars are 1 or 2 years out of the warranty?