VW Australia Customer Care

[Transporter]

My less than 2 months old Crafter engine failed after just only 1000km - destroyed by leaking EGR cooler, they don’t have the spare engine. No suitable loan vehicle was provided or they can’t even offer.

I have, as per VW Australia own policy requested money back or give me a new van to drive until the replacement arrives and 3 weeks later they still think about it.

“Volkswagen 60-Day Policy

If your vehicle suffers a manufacturing defect that renders the vehicle immobile and no longer driveable within 60 days of the date of the purchase, Volkswagen will allow you choose either a refund, replacement or repair of your vehicle without having to prove that a major failure occurred, provided that:

You, or a third party, did not cause the defect and did not fail to take reasonable steps to prevent the defect from occurring; and
Volkswagen has been given a reasonable opportunity to determine the root cause of the defect (including to confirm that a manufacturing defect rendered the vehicle immobile and no longer driveable within 60 days of the date of the purchase).

[Transporter]

After spending almost $70,000 and no van, I feel like I was robbed. So far it’s my worst new car buying experience, something that I’d never expect from the Volkswagen.

Here’s the timeline how I lost my van just after 6 weeks from the purchase date and how so far the VW Australia very poorly communicated with me.

Bought on
May 30 2020
Production date January 17 2020 Crafter 4motion SYBB8YHD/20
VIN WV1ZZZSYZL9034294
Engine DAV 053433

Most of June the Crafter was parked and I was fitting the tools and equipments into it.

June 29 - first working day with new Crafter

July 13 -,the engine stalled repeatedly after start up

Immediately, I’ve called the local VW service agent, only to be told that the earliest they can look at my van would be June 30,
the second service centre, south from me, could look at it on the June 27. Too late, when all the coolant from the reservoir size of bucket had emptied somewhere inside the engine, since there weren’t any signs of coolant leak from the engine out.

I’m a sole trader, one man business, with only one vehicle equiped for servicing and repairs.
The reliability of my vehicle is a big deal to me. However, if the defect from the manufacturer appears, it must be fixed in reasonable time. After a brief in person conversation with the service manager on...

June 16 Crafter with 1031km went into their workshop with broken EGR cooler, luckily they had the part in stock

June 21 around midday, phone call from workshop - Crafter drives ok, it was roadtested for 100km and all OK I was told, detailed paperwork attached confirms just that. I collected repaired van later afternoon and guess what?

As soon as I shifted to 4th gear, very noticeable rattle from the engine valve train, no power to continue smoothly in the 4th gear, any attempt to just cruise in the 4th produced shaking of whole engine. The pick hour traffic on south road heading south didn’t allow me to make a quick u turn and go back, also it was close to closing hour, so I’ve continued to drive home (about 20km).

June 22 morning the Crafter went back to VW service centre.

June 27 they’re still testing and waiting for VW Australia With further instructions.

June 29 call from service manager telling me that the cylinder head had to come off after the compression test result didn’t look very good and as I expected, I was told 1 piston is lower than the others (bent conrod).

August 4 the VW Australia is still taking their time and think about my request to fulfill their warranty condition for refund or new vehicle replacement.

August 10, still no answer, just being told be patienced.

August 11, a phone call confirming that I should receive refund. No compensation of any kind just what I’ve paid for the vehicle.

[Transporter]

Reserved space

[tigger73]

Wow! So what does that mean for all the modifications to fit out the van are going to have to be redone?


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[Transporter]

From seeing how they’re treating me, what can I expect? What do you think?

[Transporter]

Some links to related topics.

Transporter, Crafter, Amarok EGR cooler failure on new vehicles

[Transporter]

I've just received a phonecall from vw customer care that they did approved the refund, but nothing about the compensation.

[Dutch77]

I've just received a phonecall from vw customer care that they did approved the refund, but nothing about the compensation.

Make sure they're not sneaking any conditions into paperwork that has you sign that off as a final settlement. i.e. you are reserving your right to seek compensatory damages to recoup fit-out costs (and lost income if relevant).

[Transporter]

VW Commercial vehicles, DON’T BUY...

Don’t worry about that, working from the back of the ute is worst day after day and I have to put additional hours in and more km as I have to return to my base and back, because of no space to carry material and tools as well.

I watched the YouTube video about, should one or shouldn’t buy the LDV van and the guy said that “there aren’t any parts in Australia should the LDV need any repairs everything has to come from China.” Hmm, like it would be any different to VW? I don’t know what’s worst.
No engine in Australia and incapable to remove the engine from unsold stock or wait for the part from China.

I’m not sure if I could bring myself to buy the LDV80 van, but for sure I could have two of them, one for spare parts for the cost of the one Crafter.

It seems to me that the other brands don’t have much or have 0 van in stock available now. Unless you’re ok with 1.6CDI 80kW MB Vito.




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[tigger73]

I've just received a phonecall from vw customer care that they did approved the refund, but nothing about the compensation.

Well I guess that's good news??? Though you probably would have preferred a new crate engine given the cost/time to fit-out the van. Plus the availability of a suitable replacement van. Do you roll the dice again?

[Transporter]

Well I guess that's good news??? Though you probably would have preferred a new crate engine given the cost/time to fit-out the van. Plus the availability of a suitable replacement van. Do you roll the dice again?

Yes, the new engine was, what I hoped for.
Sure, I will buy again. Though, I need to find something for next 6-12months.

[Dutch77]

I’m not sure if I could bring myself to buy the LDV80 van, but for sure I could have two of them, one for spare parts for the cost of the one Crafter.

I have no time for Chinese vehicles generally, but if that's the only choice..? I have about as much expertise on work vans as I do the engines in them so the best I can do is moral support.

[Tornado T5]

Have you looked at the Transit van (large)?
Sorry to hear your pain, I can completely understand, if our vehicle is off the road we don't earn an income as well.

Edit: I just realised you had a 4motion..although would RWD get you out of trouble for now?

[Transporter]

No, I didn’t look at the Transit van yet. In short term the RWD is ok. But, I’ll still order 4mo Crafter. So, the van I get now will be for 6-12Months, but will probably end up keeping it for 2-3 years just to make sure that the same won’t happen again.

The LDV ticks many boxes but, it’s not cheap enough and I’d have to drive in it for 5-10years. I can’t imagine anyone would buy it secondhand. I’ve spoke to courier today in my driveway, he had LDV G10, very happy with it, said he had 2 iLoads before but LDV is more comfortable and in 1 year with 58,000km covered absolutely no issues. Hmmm....

[Tornado T5]

No, I didn’t look at the Transit van yet. In short term the RWD is ok. But, I’ll still order 4mo Crafter. So, the van I get now will be for 6-12Months, but will probably end up keeping it for 2-3 years just to make sure that the same won’t happen again.

The LDV ticks many boxes but, it’s not cheap enough and I’d have to drive in it for 5-10years. I can’t imagine anyone would buy it secondhand. I’ve spoke to courier today in my driveway, he had LDV G10, very happy with it, said he had 2 iLoads before but LDV is more comfortable and in 1 year with 58,000km covered absolutely no issues. Hmmm....

Either way good luck.