Advice on dealer issue - long story

[Cro]

Hi Guys,

Last year I had issues with my RNS510 (freezing, rebooting, etc.), and after a few attempts at fixing it the dealer ended up replacing it. The first thing I noticed when I got in the car that the colour theme changed to silver background rather than the usual red. When I quizzed the dealer about this they said it was a newer version of Sat Nav which I was satisfied with.

Fast forward 8 months, my battery ran flat (however managed to start without assistance the next morning) and the airbag fault light has been on for the past two weeks. So I took it to a dealer, this time to a different one closer to my work who ended up resolving the issue. When I picked the car up the first thing I noticed was that the RNS510 colour theme was red again.

When I quizzed the new dealer about the red - silver - red transition they showed me a print out of the errors the can-bus was spitting out and they were along the lines of Airbag control module incompatible with the type of car, passenger seatbelt fault, etc.. They told me the coding in the system was incorrect and they fixed it up, which took away all the errors and everything is back to normal (including the RNS510 colour theme). I also asked if it meant that I have been without airbags and a faulty passenger seatbelt since the RNS510 replacement and he couldn't confirm or deny, but suggested that I take it up with the dealer that replaced the RNS510. He said the airbag fault light isn't something that can be turned off and swept under the carpet, however didn't know why it appeared only after a flat battery. He also said the previous dealer should have picked up on the fault codes (it's been in for a service since the Sat Nav replacement) and resolved them for me.

So I'm in a bit of a pickle.. On one hand I possibly could have been driving around in an unsafe car (especially my passenger) for 8 months, and on the other hand I don't have any firm evidence (the new dealer didn't want to write up a report, however was willing to take a phone call from the other dealer) and therefore don't know how to approach the situation.

Any idea's?

[team_v]

Since you have no hard evidence, i am led to believe that you won't get anything out of complaining.

However if you feel you need to vent these frustrations and hope to gain some compensation from the dealer, by all means go ahead with it.
I just think you won't get anywhere without hard evidence to back up your claim.

[Lance B]

Hi Guys,

Last year I had issues with my RNS510 (freezing, rebooting, etc.), and after a few attempts at fixing it the dealer ended up replacing it. The first thing I noticed when I got in the car that the colour theme changed to silver background rather than the usual red. When I quizzed the dealer about this they said it was a newer version of Sat Nav which I was satisfied with.

Fast forward 8 months, my battery ran flat (however managed to start without assistance the next morning) and the airbag fault light has been on for the past two weeks. So I took it to a dealer, this time to a different one closer to my work who ended up resolving the issue. When I picked the car up the first thing I noticed was that the RNS510 colour theme was red again.

When I quizzed the new dealer about the red - silver - red transition they showed me a print out of the errors the can-bus was spitting out and they were along the lines of Airbag control module incompatible with the type of car, passenger seatbelt fault, etc.. They told me the coding in the system was incorrect and they fixed it up, which took away all the errors and everything is back to normal (including the RNS510 colour theme). I also asked if it meant that I have been without airbags and a faulty passenger seatbelt since the RNS510 replacement and he couldn't confirm or deny, but suggested that I take it up with the dealer that replaced the RNS510. He said the airbag fault light isn't something that can be turned off and swept under the carpet, however didn't know why it appeared only after a flat battery. He also said the previous dealer should have picked up on the fault codes (it's been in for a service since the Sat Nav replacement) and resolved them for me.

So I'm in a bit of a pickle.. On one hand I possibly could have been driving around in an unsafe car (especially my passenger) for 8 months, and on the other hand I don't have any firm evidence (the new dealer didn't want to write up a report, however was willing to take a phone call from the other dealer) and therefore don't know how to approach the situation.

Any idea's?

On my previous Passat, a 3.2lt 4 Motion, I had issues with a faulty airbag sensor, I won't go into it here as it is a long story, but you cannot hide an airbag fault for any length of time. Mine kept reappearing even after they "disarmed" the fault light.

[DJC]

Just let it ride and don't go back there, however it may be appropriate to mention who the dealer was to avoid other owners going there and possibly facing the same issues.

[Luminary]

If it's working now then that's the important thing.

As far as the last 8 months I think f you're thinking of liability and suing etc. It will get nowhere.

To have a case you have to have a real loss or damage to make a claim against. "Could have" happenned etc is not enough otherwise the courts would be flooded with hypotheticals.

You could bring it to the attention of regulatory bodies who might investigate and fine them etc if they find negligence etc, but no chance of a legal case if that's what you are asking.

[Jayse]

Cro,
I reckon you gotta count your lucky stars you never came to rely upon your airbag for the time it was in fault and cut your losses. Unfortunately i don't like you chances in getting any compensation let alone an official apology from the original dealer.

I would write a detailed letter to the original dealer in question stating the issues/poor service you had and the general assumption you have come to from the information the new dealer has given you about the faults and their possible consequences. Wouldn't hurt to cc in VWA/VGA (not sure whats the official title of the head of VW in Australia) aswell.

Like some of the others have said, seems like the new dealer knows what they're talking about/doing!! Spend your money there!!!
Cheers,
Jayse.

[Luminary]

Definitely write to Volkswagen Australia.

The only car nightmare I ever had was witha Opel/Holden Vectra we bought from John Sivyer Holden in Moorooka. They screwed up the first service stuffing up the wheel alignment and ruining my Tyres and a fx led to bumpng sounds with each wheel revolution fr the next 20000 km.

Then the transmission went and it required 4 fixes and by the last one I was sick of their incompetence.

I'd written letters to Holden and they investigated. They rang me up for follow ups etc. By then Id sold the car and sworn never to buy Holden ever again.

A year later Sivyer lost their dealership. So it's worth writing in to help set the balance against the rotten apples.

[FJ Steve]

Just let it ride and don't go back there, however it may be appropriate to mention who the dealer was to avoid other owners going there and possibly facing the same issues.

I wouldn't do that until the dealer referred to had the opportunity to "right of reply" with the OP.

If that failed, then by all means...name and shame. But it's a bit unfair not to allow them an opportunity to explain their position and their actions.

[Swallowtail]

I wouldn't do that until the dealer referred to had the opportunity to "right of reply" with the OP.

If that failed, then by all means...name and shame. But it's a bit unfair not to allow them an opportunity to explain their position and their actions.

I agree - please don't "out" the dealer here until you have had discussions with them and given them opportunity to comment.

[guthrie]

Fast forward 8 months, my battery ran flat (however managed to start without assistance the next morning) and the airbag fault light has been on for the past two weeks.

As a side issue, did you find out why your battery ran flat?

[Cro]

Thanks everyone for the replies. It seems that I can't do much but write a letter showing my dissatisfaction. I'm not too fussed about compensation, perhaps a refund for a portion of all services I've had there since the RNS510 was replaced would be nice for the work they haven't done but charged for.

I know I won't be going back there, the new dealer (Chatswood) have been absolutely fantastic so far with both this issue and the ease of the battery cable recall so they will have my business moving forward.

Guthrie, that was my stupidity. I had the mentality of big battery = run dynaudio all day long whilst I worked in the backyard.

[ron]

Thanks everyone for the replies. It seems that I can't do much but write a letter showing my dissatisfaction. I'm not too fussed about compensation, perhaps a refund for a portion of all services I've had there since the RNS510 was replaced would be nice for the work they haven't done but charged for.

I know I won't be going back there, the new dealer (Chatswood) have been absolutely fantastic so far with both this issue and the ease of the battery cable recall so they will have my business moving forward.

Guthrie, that was my stupidity. I had the mentality of big battery = run dynaudio all day long whilst I worked in the backyard.

I only hear good feedback for Chatswood, glad I got my car from there, they did all follow up for us like they said they would etc.
Sorry to hear about your issue, sad to see cowboys out there ripping people off, like any other trades i guess.