Misdiagnosis by dealer - what next?

[kaanage]

I have even heard tell that some will do the upgrades for you AND cover them under warranty... although YMMV..

The dealer I bought the car from (not the dealer that I am dealing with now) said they wouldn't install non-VW parts but would warranty anything not affected by them. Unfortunately, they are a pain to get to.

*Technically* they have to be able to draw a line from what is non standard to what has caused the problem to deny a claim, and while I'm not saying they are maliciously trying to weasel out of cover, since they have to do the work the default answer can always be "sorry not covered" and many people will likely just wear it.

The current dealer told me today that the car is basically totally out of warranty (maybe not electrics but then again, I have an aftermarket radio ) as it has been modified from standard.

I'm getting my mechanic to go ahead with the engine mount replacement and then IF that fixes the noise, THEN I'll be demanding the diagnosis fee to be refunded.

[buzuki]

They cant void your whole warranty That dealer is pullin your leg. And its not their decision.

Id say 50% of the cars I see at work have had some form of modification. All they have to do is use their head.

Sucks to be in your position, and I do hope you get it fixxed correctly

[kaanage]

I've lost any hope of getting any satisfaction from this dealer. The service manager is saying that all 9N3 Polos have weak cv joints and that the only solution if I intend to keep doing any track days is to get stronger BRASS cv joints by vw racing from o/s. For some reason, I'm rather sceptical...

[Buller_Scott]

The service manager is saying that all 9N3 Polos have weak cv joints

well that sucks. i think it's taking the mickey to charge someone to diagnose an issue and then turn around and say "we're not honouring the warranty anymore because you're using superior springs and shock absorbers to the 1.4 polo club CRAP that the tdi's are fitted with from factory".

i just did a cursory read through some of the older 9n3 forum threads, and even JMAC says " Mate im looking at Polos with over 90K now regularly and the boots are all sound. warranty unless its found to have a foreign object cause the split. ", not that it sounds like the CV joints are rooted in the first place - noob question, but is it possible for them to diagnose a rooted CV joint without observing that the boot's split / grease is leaking out from inside the boot?

man, i feel for you, greg. i hope you get it sorted.

[kaanage]

Well after some mucking around with engine mounts (which has reduced the noise), we now think there is excessive backlash in the differential. It's only a very small amount but it is noticable when the car is off the ground, in neutral and the wheels are turned backwards and forwards by hand.

The noise presents itself with either wheel being turned and before the opposite wheel begins turning so it certainly isn't the CV joints as diagnosed by the dealer. I guess my option now is to revert the car to be as stock as possible and try another dealer (before naming/shaming the a$$holes that misdiagnosed my car and who seem hellbent on avoiding warranty work)

[noone]

I've not seen many / any CV joint issues with the 9N3, not to say there aren't any out there.

Try another dealer? I would think its time to get official and start writing letters / emails so you have the full email trail.

If they are saying there are so many CV issues, why does this not present on this forum which somewhat represents the ones doing the mods and pushing the car hard?

[GoLfMan]

Well after some mucking around with engine mounts (which has reduced the noise), we now think there is excessive backlash in the differential. It's only a very small amount but it is noticable when the car is off the ground, in neutral and the wheels are turned backwards and forwards by hand.

The noise presents itself with either wheel being turned and before the opposite wheel begins turning so it certainly isn't the CV joints as diagnosed by the dealer. I guess my option now is to revert the car to be as stock as possible and try another dealer (before naming/shaming the a$$holes that misdiagnosed my car and who seem hellbent on avoiding warranty work)

hmm that doesn't sound all the great. Good luck with it all!

[Mk3 AAA]

Review the terms of the warranty if you can get hold of a copy of it. Also the ACL (Australian Consumer Law) might offer some guidance.

I'm not a lawyer, and I very much doubt one would put their hand up to give advice on these issues via a forum thread.

I think an issue with the 'name and shame' is that a disgruntled customer may not recognise the line between their opinion/feedback and defamation. You'll find what people on one side of an argument think of as reasonable to really be something too far in the eyes of the courts (and I agree, people often want blood for the most trivial matters). By all means discuss your experience and your opinions on how you felt/what you thought the situation was, but if you jump down their throats on the net (published) in a way that could harm their reputation... you're running a risk.

I think the way you've handled it is better, but for example "the a$$holes that misdiagnosed my car" is a pretty strong statement if you were to attach a name to the dealer, or even give enough of a hint as to who they are (it's already obvious you're in Vic so that narrows it). That's something that would possibly be considered damaging to their reputation, and based on something you don't know conclusively.

I hope it works out for you, and that you keep as much of the warranty as you can. Public defaming is much different to you chucking a tanty (not suggesting you've done this yet) directly to them, that isn't something that's going to damage their reputation... you could probably go as far as "I'm embarrassed to have recommended friends to come here, that's not something I will be doing any more if this is not resolved." Big diff' to internet name and shame. They really need the opportunity to redeem before you can get too nasty.
^ mostly worst case stuff there.

Good luck, tell us how it goes.

[kaanage]

I've not seen many / any CV joint issues with the 9N3, not to say there aren't any out there.

Try another dealer? I would think its time to get official and start writing letters / emails so you have the full email trail.

If they are saying there are so many CV issues, why does this not present on this forum which somewhat represents the ones doing the mods and pushing the car hard?

Yep, that's why I started an enquiry thread in our 9N(3) subforum - even the tuners/sponsors say there is no "commonly known" issue with the CV joints for these cars. And this is the point where the dealer passes from incompetence to fraudelence IMO.

"the a$$holes that misdiagnosed my car" is a pretty strong statement if you were to attach a name to the dealer, or even give enough of a hint as to who they are (it's already obvious you're in Vic so that narrows it). That's something that would possibly be considered damaging to their reputation, and based on something you don't know conclusively.

I'd only do the name/shame if I can get another dealer to fix it under warranty and they categorically state that the problem was not the CV joints - basically, I won't defame the a$$holes without conclusive evidence (much as I would like to do so, due to their attitude).

[GOLFBALLS]

Dude i sell parts for these cars all day everyday. we supply to private workshops AND dealerships, and 9N cv joints aren't things I even get many enquiries on let alone sales, so its unlikely the story of the Polos having poor cv's has any substance to it.
Have you considered a failed dual mass flywheel??

[kaanage]

The CV joint thing is what has really annoyed me - it's such a DUMB lie that they must have decided to treat me as an idiot in order to either make me pay for unnecessary repairs or to make me just go away.

As the for the DMF, yeah, it's a possibility that I overlooked but which the next dealer will hopefully be able to check.

Maybe, I'll end up with a solid flywheel and a limited slip (or torque biasing) differential

[buzuki]

Well after some mucking around with engine mounts (which has reduced the noise), we now think there is excessive backlash in the differential. It's only a very small amount but it is noticable when the car is off the ground, in neutral and the wheels are turned backwards and forwards by hand.

The noise presents itself with either wheel being turned and before the opposite wheel begins turning so it certainly isn't the CV joints as diagnosed by the dealer. I guess my option now is to revert the car to be as stock as possible and try another dealer (before naming/shaming the a$$holes that misdiagnosed my car and who seem hellbent on avoiding warranty work)

That backlash with sound is normal. I dont think theres a DSG car ive had on the hoist i cant get that sound/movement out of.

[kaanage]

Burwin VW diagnosed the sound as a failed front hub bearing from the nut being loose after the cup kit was fitted. Again, they wouldn't fix it under warranty but were happy to sell me the parts and only charged a small inspection fee. The bearing has been replaced and the clunk is gone, although the old bearing seems fine.

In any case, it wasn't the CV joint so I'll go back to the a$$holes that misdiagnosed my car and see what they have to say. I'll be asking if they are dishonest or merely incompetent and no, I don't expect to get my expensive misdiagnosis fee back.

[Stuwey]

Living up to your sig line, I see

Why go back? They won't give you a straight answer anyways. They'll just think you're a right tosser, and be less than helpful next time, should you ever need to go back.

[kaanage]

I think I have some justifaction for being grumpy in this case.

Something happened with my previous post - maybe the trackpad on the laptop made me select some text while I was typing. The end of my previous post should have read

I'll be asking for an explanation and if, as I expect, they just shrug if off, I'll then ask if they are dishonest or merely incompetent and no, I don't expect to get my expensive misdiagnosis fee back.

Since I live in a city with a plethora of VW dealers, I don't see myself ever having the need to go back there for any "help" or "service"