We could have predicted this

[Diesel_vert]

Swings and roundabouts. We've all seen stuff like this before but water will pass under the bridge and things will soon be back to normal...

As in, resume normal behaviour and go back to treating their customers indifferently?

I'm sure the optimists amongst the VW customer base would like to think that won't be the case in the future, but time will tell...

[mikinoz]

There are no truly customer focused major product manufacturers or dominant suppliers in any sector. Look at Apple and their warranty conditions and customer relations approach as the next example. From there you can head to Telstra/Vodafone in the services sector.

Good customer service comes from people working for companies that allow them the ability to put a customer first. Sadly that isn't very often anymore - as it costs money.

And before we all get upset. People still buy Toytas despite their issues and VW will still be a middle class aspiration in our fine country so sales will be fine.

[pologti18t]

It's even more disturbing when certain VW owners (with few issues) beat up the issues on non-automotive sites. Continually inflame the issue when their car is seemingly being dealt with effectively. When one issue is address they move onto another issue to continue their tirade. Then they bitch about reduced resale yada yada and wonder why. hmmmm. Nose cut off to spite the face.

See if you can spot one

http://forums.whirlpool.net.au/forum-replies.cfm?t=2075298&p=59

The stories I hear about VW owners being mistreated/misunderstood by their dealers I have heard numerous times from people with other makes. I for one had majors issues with a Mazda of all things years ago. It doesn't diminish the problems, but don't think the VW universe is somehow special.

Social Media allows these stories to run completely out of control... running on way after the response from the manufacturer required has been obtained. It's like some power trip for them... they go from "they aren't doing anything" to "they aren't doing it fast enough" to "what are they not telling us", "I don't believe they fixed it " to "they may be fixing issue A but what about issue B".

I admit that certain service centres (of all makes) have definite problems with understanding what problem a customer is having. I also understand that there are A LOT of customers out there that are all passive aggressive. They go straight to social media to vent their spleen with great glee. They always post about the problem... they rarely then post if the problem got fixed. Manufacturers better learn quick how to respond to these threats (and they are to a business)

The only comfort I get is I know a lot will go buy a Mazda, Honda, Toyota and then whinge on social media that the manufacturer has sold them a car unfit for purpose because the car's bluetooth doesn't connect to their iPhone5 </rant>

[Diesel_vert]

There are no truly customer focused major product manufacturers or dominant suppliers in any sector. Look at Apple and their warranty conditions and customer relations approach as the next example. From there you can head to Telstra/Vodafone in the services sector.

Good customer service comes from people working for companies that allow them the ability to put a customer first. Sadly that isn't very often anymore - as it costs money.

And before we all get upset. People still buy Toytas despite their issues and VW will still be a middle class aspiration in our fine country so sales will be fine.

It's a given that cars are not 100% reliable, but when things go wrong, I expect the manufacturer to back their products by providing proper support.

I'm not upset for VW. As a corporation that made an after-tax profit of EUR 22 billion last year, they have plenty of cash on hand to go around.

But I'm sympathetic for the individuals and enthusiasts that post on this forum who have bought a VW and weren't able to receive proper support when their cars had issues.

It's even more disturbing when certain VW owners (with few issues) beat up the issues on non-automotive sites. Continually inflame the issue when their car is seemingly being dealt with effectively. When one issue is address they move onto another issue to continue their tirade. Then they bitch about reduced resale yada yada and wonder why. hmmmm. Nose cut off to spite the face.

See if you can spot one

http://forums.whirlpool.net.au/forum-replies.cfm?t=2075298&p=59

The stories I hear about VW owners being mistreated/misunderstood by their dealers I have heard numerous times from people with other makes. I for one had majors issues with a Mazda of all things years ago. It doesn't diminish the problems, but don't think the VW universe is somehow special.

Social Media allows these stories to run completely out of control... running on way after the response from the manufacturer required has been obtained. It's like some power trip for them... they go from "they aren't doing anything" to "they aren't doing it fast enough" to "what are they not telling us", "I don't believe they fixed it " to "they may be fixing issue A but what about issue B".

I admit that certain service centres (of all makes) have definite problems with understanding what problem a customer is having. I also understand that there are A LOT of customers out there that are all passive aggressive. They go straight to social media to vent their spleen with great glee. They always post about the problem... they rarely then post if the problem got fixed. Manufacturers better learn quick how to respond to these threats (and they are to a business)

The only comfort I get is I know a lot will go buy a Mazda, Honda, Toyota and then whinge on social media that the manufacturer has sold them a car unfit for purpose because the car's bluetooth doesn't connect to their iPhone5 </rant>

I tend not to read too much into the comments section of many online articles, or the posts in a forum like Whirlpool.

It is certainly true that other manufacturers are not immune to poor customer service standards, but having said that, VW really dropped the ball on the DSG issue in Australia, amongst other issues.

[hoi polloi]

I tend not to read too much into the comments section of many online articles, or the posts in a forum like Whirlpool.

In most cases Whirlpool = Whingepool

'Nuff said...

[wai]

In most cases Whirlpool = Whingepool

'Nuff said...

Actually that goes for most forums. The thing is that if you have a car (or anything) that does what it says it should do and gives you no trouble at all, you are extremely unlikely to go online and sing the praises of the manufacturer. You only have to look at things like restaurant review sites. Given the number of people who go to restaurants, and then see the number of reviews, the vast majority who have no complaints rarely go on and give a positive review. The same for App reviews. You only go onto a forum to look for a solution for something that is causing you a problem, or for something you don't like and would like to change, or because you want assistance with something.

On the recall, I received my letter on July 2, and today I had a call from VGA in response to an e-mail I sent them in June. Basically, it was to assure me that the mechatronics unit WILL be replaced, no matter what a dealer might say. If this did not happen, then I should get back in touch with VGA.

[ill0gitech]

Actually that goes for most forums. The thing is that if you have a car (or anything) that does what it says it should do and gives you no trouble at all, you are extremely unlikely to go online and sing the praises of the manufacturer.

Spot on - and on any forum, if you praise something - you're accused of being a rep/company employee/ad guy in disguise. Or a "fanboy."
Also - agree with you on the restaurant stuff. Very rare to see really good reviews, but plenty of complaints about the littlest things "it was cold outside, boo" <- well duh
Ditto appliances and other things for the house. Camera forums, if it's even possible, are worse than car forums.

Note: I'm not in anyway associated with any car manufacturer, nor a fanboy. I do own some Apple stuff though, so I guess by the vague definitions of the "intrawebz" I must be an Apple Fanboy. I have a few canon cameras, so clearly that means I'm either cool, or the anti-christ who hates children, puppies, and rainbows.

[Ryan_R]

Shame the new GTI isn't out yet, I'd be lying if I didn't say I was a little envious of some of the deals being done atm

[sVWatt]

Looks like little white lies from VWA coming home to roost.
Local recall only - no longer rings true;

Volkswagen DSG recall extended

[Greg Roles]

And there in is the heart of the issue, the fact that identical cars / parts have been recalled overseas, over a year ago now in the case of the diesel injectors, yet VW simply ignored the issue here, and charged people handsomely to replace known faults.

I love the brand, and my dodgy diesel ( thankfully now paid off ), but VW are reaping what they have sown. This will be hurting them, people overseas are watching, and the fallout is yet to reach a peak I reckon.

I just feel for people trying to trade / sell their VW for the next several months, it's going to be flat for a while.

[pologti18t]

Looks like little white lies from VWA coming home to roost.
Local recall only - no longer rings true;
Volkswagen DSG recall extended

Actually, doesn't the article suggest what they believed at the time was true?
Otherwise VW China wouild have recalled the imported cars at the same time as the locally built models.