VW Sth Yarra Service

[MJW]

Hi All

I just wanted to share a recent experience I had with VW South Yarra.

At the time I collected my new car (Feb), within a week I found the following faults.

1) Rattle from rear of car
2) Centre right air vent broken
3) Plastic mould missing from right hand rear wheel arch
4) Steering wheel sitting off centre

I contact VW immediately & booked the car in. On the day of my booking I assumed that the above details were recorded on their system & so didn't bother to remind them. On collection of my car later that day they fixed the rattle (broken weld from a heat shield) & advised me that the part for the air vent & wheel arch mould will need to be ordered from Germany & will take 2-3 weeks. When I questioned regarding the steering wheel issue they said they did not have this recorded in their system & I could have it addressed once the other parts came in.

I coincided the fix to the remaining problems with my interim "inspection" service. I got call later on that day saying that in order to correct the off centre steering wheel issue that they need to do a wheel alignment & charged me $66. I argued the point of course (matter of principle) but they were adament that this was my fault as I left it so long to notify them of the issue (despite their Sales rep confirming that I called them within a week of collecting my car).

The Service Manager would only place a credit of the $66 against my account which would come of the 15,000 klm service. I sent a detailed email to the Dealer Principal but did not get a response of any sort.

It goes without saying that they have lost my business for good.

[anthony]

I bought a new Jetta from them 5 years ago,and they were shocking to deal with in every respect.

Then went to Camberwell,and the diffirence was night and day.

If I were you,seriously avoid them like the plague...

[MJW]

I didn't think my experience was isolated given the casual way they treated my issue. I have heard good things abouts Volkspower so will give them a try & keep VW Camberwell in mind. Thanks.

I bought a new Jetta from them 5 years ago,and they were shocking to deal with in every respect.

Then went to Camberwell,and the diffirence was night and day.

If I were you,seriously avoid them like the plague...

[passatpout]

I had the unpleasure of dealing with them when the injectors on my car died. Based on the experience I had, as well as a bloke from work who had a Golf from there, I wouldn't go to them even if they were next door, and offered me a massage with a happy ending..

[anthony]

They are shocking,and are doing the VW brand NO favours at all.........but dont seem to care at all........

[booba]

Sounds like it is worth sacrificing the $66 and just going to volkspower.

[MJW]

Maybe I should send this thread to their Dealer Principal?

[cru22z]

Awhile back you guys might recall I had
An issue with my paint after picking up the car
And then I returned to the dealership to get it fixed
And after I got the car back it was far worse. They told me
VWA will come and inspect the car in a couple of weeks and they
will fix the issue again. It's been months now
I have not heard anything. This is Denlo Parramatta.
They are nice when you buy car and pick it up but when you return with problems they turn sour and don't bother to follow through with what they say.

[Riker]

Yes, you should make the dealer aware of this MJW.

Any dealer that looks at this or similar should see it for what it is, a public voice that can spread. Considering the current poor economic conditions of trade being experienced by many the dealer should be well & truely on top of their game & act responsibly & fairly. Goodwill goes a long, long way.

[MJW]

I emailed the thread to the Dealer Principal on 29/5. Not sure whether I should expect a response but haven't received one to this point from them or VAG.

[adrock]

I purchased my R36 from a fella there who was absolutely fantastic to deal with. I then recommended him to another 3 friends/colleagues who all purchased through hime also. They were exceptional but that's where the positive experience stopped.

Last service I told them the right rear tail lamp had dropped about one third of the LED's and that they should order the part in before I come down as I'm sure it would be an entire unit replacement. Of course when I went to pick it up they said I'd have to come back so they could order the part in. Poor poor service.

But what really set them apart was when I went to pick it up on another occasion and it wasn't ready because they just noticed it had a flat. A little odd I thought as I use the pressure monitor and it wasn't flat when I got there in the morning, but what can you do. Anyway, after waiting and waiting it came back and as I was already running late I met the guy in the drive and took off. The next day I noticed it hadh 4 new tyres, and a totally different tyre to what i was running previously. So I called and the service manager called me back only to fully argue with me that because the vehicle was under a novated lease it had nothing at all to do with Sth Yarra VW that the tyres were replaced. That was between the tyre place and my leasing company. He could not comprehend why I was so upset that I'd left my car in their responsibility and that it shouldn't be fitted with a new set of bags (of a different brand at that) without me knowing. He argued and argued but just didn't get it. He also didn't get that although it was a novated lease I was still paying for it!! My Dad's in the industry and gets tyres at wholesale so I would have saved a heap.

When I asked why they said it was a puncture only to have new tyres fitted he once again deferred to the relationship between the tyre joint and my leasing company. So I asked what his service report showed in terms of tread depth and he said he'd check and call back. Of course, the silence has been deafening.

Funny thing is a couple of months ago they posted me a special service loyalty card which woulda have cost em a few bucks and I thought to myself if only you got the basics right you could be saving yourself money in marketing and not sacrificing margin either.

So in summary, yep they suck!!!

[blutopless2]

I purchased my R36 from a fella there who was absolutely fantastic to deal with. I then recommended him to another 3 friends/colleagues who all purchased through hime also. They were exceptional but that's where the positive experience stopped.

This sort of experience with VW dealerships is pretty common.

Last service I told them the right rear tail lamp had dropped about one third of the LED's and that they should order the part in before I come down as I'm sure it would be an entire unit replacement. Of course when I went to pick it up they said I'd have to come back so they could order the part in. Poor poor service.

This is common practice and not limited to VW. Even if you tell them exactly what is wrong, give them the part number for replacement and give them weeks of notice prior to your car being dropped off they will not order the part until they have assessed it themselves. I have had many arguments with dealerships over the years (not just VW) about wasting my time when its pretty clear what part needs to be ordered etc.. Car needs to come in twice to do one repair. Just wait till THEY order the wrong part for your car and try and explain that to you... lol

As for changing your tyres without your knowledge etc... that is pretty poor... a phone call is the least i would expect from the tyre place before they went ahead with the change... I would front the tyre place and demand the 3 tyres (if they had tread of course). That can be the problem with leasing... some companies deal direct with the lease company and they approve things that don't need to be done... your money after all.. I have heard of similar stories from guys I work with.

[adrock]

As for changing your tyres without your knowledge etc... that is pretty poor... a phone call is the least i would expect from the tyre place before they went ahead with the change... I would front the tyre place and demand the 3 tyres (if they had tread of course). That can be the problem with leasing... some companies deal direct with the lease company and they approve things that don't need to be done... your money after all.. I have heard of similar stories from guys I work with.

Yeah, I totally get it. What really got me though was just how dismissive he was about it. Not a single ounce of empathy, or a "hey sorry bout that, next time we'll make sure we let you know". Can't help but think they're in cahootz though and that someone is getting a drink out of it somewhere along the line.

[MJW]

In a weird way I feel a little better knowing others have a similar miserable experience...sorry!!

Adrock, I had exactly the same type of conversation with the service manager at Sth Yarra. He absolutely refused to see things from my point of view & it seemed was nearly taking it personally. I sensed very early that he was not going to budge. I just hope this thread has resulted in VW Sth Yarra losing a heap of business. With the view to naming & shaming for those who do use Sth Yarra for servicing, stay clear of Brad Wood.

[nicholas128]

South Yarra VW - stay away!

In a weird way I feel a little better knowing others have a similar miserable experience...sorry!!

Adrock, I had exactly the same type of conversation with the service manager at Sth Yarra. He absolutely refused to see things from my point of view & it seemed was nearly taking it personally. I sensed very early that he was not going to budge. I just hope this thread has resulted in VW Sth Yarra losing a heap of business. With the view to naming & shaming for those who do use Sth Yarra for servicing, stay clear of Brad Wood.

I bought my car (a demonstrator) from South Yarra VW and it was a very bad experience. A couple of the worst aspects: they hadn't filled out the car's logbook properly with servicing information (or hadn't done the service) and were very vague and evasive when I aksed them to check if the service had in fact been done. Later when I took it to Camberwell VW they were surprised that a couple of recall fixes had not been done on the car by South Yarra. I have been back to Camberwell VW a few times now and have found them to be very good. They are not teh cheapest place that's for sure but they do have good service - always call me to authorise anything unexpected/additional they find, always explain the service/repairs they did in detail.

Nicholas.