VW Australia need to change

[Shepp]

Well VAG took the cake today. Tomorrow will click over three weeks since my car died. Four weeks old, 221km on clock on I have only had it for one week. After not getting a phone call back on Monday (as promised by VW Customer Care) I chased with and email and phone call today. The lady at VW Customer care showed there is no Care or concern for the Customer. They dont even consider someone who buys a VW their customer. In a nutshell:

VW Assist, I was advised is not part of VW but outsourced. Last I checked, it didnt matter if you outsource or contract an activity, it is still your responsibility VW. They take no responsibility for it. I said I phoned VW Assist and they arranged for my car to be towed three weeks ago... so it is, as far as I am concerned in VW's possession.

When I asked about them getting their dealers to fix it - they said that dealers were independent and they could do nothinig about it- - I needed to take it up with the dealer.

When I said I had a right under the ACCC Consumer Laws to a new vehicle - she said my purchase agreement was with the dealer I purchased it from - and VAG did not care... it was my option to do so. She had no care for her brand.

When the Customer Care lady advised me my car was on a truck to the other dealer on Friday... made out she was helping me, it was Patricks that arranged it. VW did nothing. She told me she would take control of it and she would be my central point of contact. She had no idea today where my car was. I found out it is still in Tamworth... hasnt gone anywhere (to this time she has no idea where it is, it was only through my own investigations that I discovered this). Was to go today to Port Mac, but carrier company had truck problems so it will go (hopefully) Thursday.

This woman at VW Customer Care showed no care, no compassion. Basically VW have no responsibility was her attitude. VW Assist is not them, they have a Customer Care centre but dont consider us customers, and I now have to, if I wish take out legal action against the dealer that sold it, the dealer that couldnt fix it and everyone else in between if I want to do so legally. It would be easy to nail jelly to a wall.

This is really bad sh$#t. I think I will avoid the legal and go to Current Affair or John Laws if it is not sorted by Friday...

Sorry for the rant guys... I am just so peeved. If anyone from VAG reads this, call me if you care. Your staff dont seem to care and will not lett me talk to anyone with authority at VAG. I have the LEMON stickers for it when it comes back and if it doesnt get sorted out soon I will put my issue on every BLOG I can find.

I took delivery of my FSI 3.6 pearl white MY 12.5 three weeks ago. (tailgate, sports pack, sat nav, visibility pack, tow pack) I had it for a week and it failed to start... lots of warning lights, no action. It was towed away on a flat bed to local dealer. Sat there a whole day with no one looking at it. The next day I had lots of phone calls from Dealer Principal.... blaming the tow bar wiring. Then that afternoon from the service manager enquiring if NRMA tried to jump start it as they think it may have had an electrical spike, but really uncertain what the issue was. The next few days more calls pointing fingers - but no resolution.

This went on for a week. Issue blamed on Patricks Autocare (the guys who ship the cars from Germany and to the dealers) who delivered the car on behalf of another dealer as local dealer would not serve me when I went in to buy.

It was then obvious they couldn't fix it (service manager could not tell me if it would be a week or a month before it would be back on the road), so the dealer I purchased it from and Patricks started arranging to have it go to a dealer with more knowledge and experience. Basically as the problem was being blamed on Patricks and dealer was billing them direct as they claimed it was not a warranty issue (yet it went OK for two weeks???). Two weeks later, it is still waiting to go to the other dealer (I live in regional NSW and next dealer is 3 hours away). Then I find out that local dealer will not release my car until Patricks pay the bill. Not certain under what law it is legal to hold one person's car for another's debt?

I emailed the dealer and copied Anke Koekler and VW Assist in. Dealer responded stating that all he was trying to do was the right thing by me, not wanting to incovenience me. What planet is this guy on? This means it has now missed the truck for a week.

20 hours later I have no response from VW - VERY DISSAPOINTING. Patricks have in good faith now paid the bill and this afternoon hired me a car (a crappy Mitsubishi Outlander - but at least I can get around). It could be another two to three weeks before I get it back... Why is it that Patricks are the only ones that have financially assisted me in this? Do VW not care that a customer has a $70k car, one week old, 200km on the clock and it cannot seem to be fixed and will be off the road for over a month - at best.

I took a really long time to buy this car, it is the most expensive I have owned. Now I have nothing but a bad experience and no car.

Worst decision of my life. VW should come clean with a new car or at least financial compensation. Fantastic car for the one week I had it in my possession!

Update - Since I originally posted this.... VW Assist had the email for two days, when I phoned on Friday (two weeks and two days after my VW failed to come to life) they just happened to be talking to the dealer who could not fix it. Friday Noon it was on a truck to Port Macquarie to a dealer to another attempt to repair. I have now been advised it is being managed by VW Customer Care. How come it took so long to "Care" care about my situation, and what is going to be done about my two (soon to be three) weeks of juggling cars? When I phone VW Assist when it first failed, and they contacted NRMA - why did it not stay in the system and they track it then?

Not good enough VW Australia. The car has failed, VW Assist has failed to Assist, VW has failed to ensure dealers are properly trained.

I will keep you all posted. In the mean time I have a jet ski in the garage I cannot tow to the water (and winter is coming fast) and a kayak I cannot transport to the water either....

---------- Post added at 09:26 PM ---------- Previous post was at 09:25 PM ----------

Agree Rob.

[Big_M]

Man that does suck. Don't envy your situation at all. I do hope it all works out in your favour, sooner rather than later.

[gecko2k]

Fair, maybe, but read the first post, I have not named the dealer I am whinging about.

Not pointing a finger at you mate. Also didn't intend to. More like a thread with positive dealer experiences would be handy...

[brimway]

Not pointing a finger at you mate. Also didn't intend to. More like a thread with positive dealer experiences would be handy...

No probs mate, I didn't take it that way. The reason I didn't name the dealer is because others may have a bette time than I did and the dealer doesn't have the right of reply.

But, having said that, I will let any forum member know who it is if they PM me.

There is another thread that quotes positive experiences ......

http://www.vwwatercooled.org.au/forums/f112/ive-had-no-issues-thread-69908.html

[jameshero]

essendon VW is the closest to where i live, and dealing with them was just... well, it was a complete waste of my time

this reminded me that last June I went to Essendon VW. Asked if I could have a look at a Golf, the 'salesperson' gave me a price list and then he just walked away... He didn't offer any information on the car, I wasn't offered a test drive and he didn't even give me the brochure with the model specs. 20 minutes with a customer was obviously not worth a $35000 sale... Bayford VW, Epping was much better

[jazd]

My experience with all Sydney VW dealers except for Phil McCarroll at Waitara and Central Coast VW in Gosford was pretty poor.

So are you saying Gosford VW is good or bad?

Personally I have found them very good. No problems at all with my injector replacement, work was completed very quickly and they charged me exactly $0 no questions asked.

Kloster VW in Newcastle on the other hand I have found to be complete rip offs. I needed a radio code a couple of weeks ago and upon phoning them was told that I needed to book it in @ $160/hr so they could scan it and retreive the code. I know this is not the case and I just had to supply the VIN and radio serial. They insisted however this was not the case and eventually told me that I needed to take it there so that they could verify I was the owner (this is a RCD300 radio worth next to nothing). Called Gosford and gave the VIN/serial and he callled me back in 10 minutes with the code.

Even worse: Yesterday I had the car booked into Klosters to get the gearbox jerking checked out as it could possibly be covered under goodwill. Took it in and he told me that the DSG might need a software update and it would take 3.5 hrs again at $160/hr. Now I've never done a software update on a DSG box but I know flashing an ECU only takes about 10minutes. I'm not quite sure where this 3.5hr figure comes from other than the desire of Klosters the line their own pockets at the customers expense.

In the end he wouldn't even test drive it because one of the rear brakes was down to the metal.. (kind of fair enough due to liability but it did stop fine) Anyway looks like I'll be taking it to another dealership.

[Finance_Analyst]

No probs mate, I didn't take it that way. The reason I didn't name the dealer is because others may have a bette time than I did and the dealer doesn't have the right of reply.

But, having said that, I will let any forum member know who it is if they PM me.

There is another thread that quotes positive experiences ......

http://www.vwwatercooled.org.au/forums/f112/ive-had-no-issues-thread-69908.html

Personally, I don't see an issue with naming and shaming. We live in a democracy and we should be free to air our views about anything without fear of backlash - look at the QLD political scene now for example. After all, that is why programs like A Current Affair exist. If I have an issue with a dealer/if they have stuffed me around, I will air my view, not holding any punches back and will NAME and SHAME the people involved. As noted earlier, if I have a good experience, I will also sing praises when due too so it all balances out. Brisbane BMW and Gold Coast VW are amongst my better experiences.

From my viewpoint back to the topic, Austral VW are dead set 'muppets' (to use a kinda word) from both sales and service. When I wanted the turbo wastegate clip fitted to my GTI, it was like 'oh bring it in and we will drive it', which is fine. 'Oh but then we need to order the part so you can bring it back then'. I told them I don't drive my car to work so it is a very big inconveience - my feeling is that they wanted to fleece VW for labour costs. In the end, went to Norris when they did it on the spot.

[team_v]

Personally, I don't see an issue with naming and shaming. We live in a democracy and we should be free to air our views about anything without fear of backlash - look at the QLD political scene now for example. After all, that is why programs like A Current Affair exist. If I have an issue with a dealer/if they have stuffed me around, I will air my view, not holding any punches back and will NAME and SHAME the people involved. As noted earlier, if I have a good experience, I will also sing praises when due too so it all balances out. Brisbane BMW and Gold Coast VW are amongst my better experiences.

From my viewpoint back to the topic, Austral VW are dead set 'muppets' (to use a kinda word) from both sales and service. When I wanted the turbo wastegate clip fitted to my GTI, it was like 'oh bring it in and we will drive it', which is fine. 'Oh but then we need to order the part so you can bring it back then'. I told them I don't drive my car to work so it is a very big inconveience - my feeling is that they wanted to fleece VW for labour costs. In the end, went to Norris when they did it on the spot.

Whilst you may not see an issue the website owner is liable for any defamation that may be made against others.
I a not 100% sure if you can dame a company (such as Austral) in australia but i know that it is general practice not to allow people to rag on companies on forums to limit any likelihood of litigation.

[Finance_Analyst]

Whilst you may not see an issue the website owner is liable for any defamation that may be made against others.
I a not 100% sure if you can dame a company (such as Austral) in australia but i know that it is general practice not to allow people to rag on companies on forums to limit any likelihood of litigation.

See your point and it would have validity, but if that was really the case, just about every single dealer (and tuner/garage) would set up a class action now given the myriad of complaints here, which even go down to specific peoples name (which I didn't do). I am no lawyer, but I would think that there are several other forums out there doing much worse things than we are and they are still around. Plus, VW Australia would appreciate this feedback as it comes from the horses mouth - do you think they would not take some of this on board? We are merely offering feedback and I don't remember a law which prevents that kind of practice, which would differ from defamation I think.

Another example - visit Firm Spy | Law firm news and gossip, accounting and investment bank rumours, quips and humour and you can see the trash talking about accounting and law firms (ironic that they haven't done anything yet?), right down to partners/staff names - I haven't seen that site taken down or sued yet it is targeting the very industry we are afraid of.

So not having a go at you Clay as I think you are a top bloke - but just stating that sometimes, we are a little too risk averse and should speak up for what we believe in, which is what a democratic society is all about. If we cannot do that, then we are living in a pseudo dicatorship.

[Ideo]

So are you saying Gosford VW is good or bad?

Personally I have found them very good. No problems at all with my injector replacement, work was completed very quickly and they charged me exactly $0 no questions asked.

Kloster VW in Newcastle on the other hand I have found to be complete rip offs. I needed a radio code a couple of weeks ago and upon phoning them was told that I needed to book it in @ $160/hr so they could scan it and retreive the code. I know this is not the case and I just had to supply the VIN and radio serial. They insisted however this was not the case and eventually told me that I needed to take it there so that they could verify I was the owner (this is a RCD300 radio worth next to nothing). Called Gosford and gave the VIN/serial and he callled me back in 10 minutes with the code.

Even worse: Yesterday I had the car booked into Klosters to get the gearbox jerking checked out as it could possibly be covered under goodwill. Took it in and he told me that the DSG might need a software update and it would take 3.5 hrs again at $160/hr. Now I've never done a software update on a DSG box but I know flashing an ECU only takes about 10minutes. I'm not quite sure where this 3.5hr figure comes from other than the desire of Klosters the line their own pockets at the customers expense.

In the end he wouldn't even test drive it because one of the rear brakes was down to the metal.. (kind of fair enough due to liability but it did stop fine) Anyway looks like I'll be taking it to another dealership.

Yeah - meant Gosford was a good one.

I mean, they gave me an R32 oil filter instead of an R filter, but mistakes happen and they swapped it over free of charge.

[brimway]

To simplify things, I think it is fine to publicly say that you are unhappy, discontent, dissatisfied etc with the dealings you have with a particular trader. Just as it is fine to voice your contentment with the dealings you have with a particular trader / service provider.

Where you can get into trouble is when you cast dispersions on a trader in a manner which could be perceived as slander or defamatory, it is not black and white, hence my caution in not naming the dealer involved in my situation.

It would be a totally different scenario if the trader invited public comment eg via their feedback page of their website.

Plus, VW Australia would appreciate this feedback as it comes from the horses mouth - do you think they would not take some of this on board?

I think the jury is still out on this one

[brimway]

Sadly,yes. I had the mechatronics replaced under warranty in my MK V Golf GTI and thought that my bad luck with DSGs was all used up. But I was wrong. Hopefully, my current problem is software related, but I fear not.

My friendly service manager is test driving this Thursday in effort to diagnose the problem, will report back.

The service guy drove my car today and acknowledged that there is a shudder in low gears. He hasn't got any idea what is causing it but assured me that they will do whatever is necessary to rectify. A comforting response.

[brad]

Whilst you may not see an issue the website owner is liable for any defamation that may be made against others.
I a not 100% sure if you can dame a company (such as Austral) in australia but i know that it is general practice not to allow people to rag on companies on forums to limit any likelihood of litigation.

I own a forum. Plenty of our members name & shame but in 6 years we've had 3 threats of legal. In all 3 cases we were on firm ground as what was written was true but it was simply easier to remove the offending posts & apologise for the actions of our members that were beyond our control, blah,blah, blah.

Simply put, if you state the facts there isn't much others can do about it.

[Buller_Scott]

I own a forum. Plenty of our members name & shame but in 6 years we've had 3 threats of legal. In all 3 cases we were on firm ground as what was written was true but it was simply easier to remove the offending posts & apologise for the actions of our members that were beyond our control, blah,blah, blah.

Simply put, if you state the facts there isn't much others can do about it.

you had to apologise? that's a bit rich...

what legal recourse does a dealership really have if you simply turn around and say "it's the internet. people are allowed to voice their opinions - look at yelp.com. so why dont you just deal with the fact you're a isht service provider, and fck off?"

[team_v]

you had to apologise? that's a bit rich...

what legal recourse does a dealership really have if you simply turn around and say "it's the internet. people are allowed to voice their opinions - look at yelp.com. so why dont you just deal with the fact you're a isht service provider, and fck off?"

Technically there is no provision for freedom of speach in Australia, that is an American thing.
Yelp.com is probably hosted or run from America.