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I purchased my new Golf R on 28/7/15, it was delivered faulty and below is what has happened so far.
VW Customer Care stopped contact with me on 25/9/15 and are no longer replying to my emails.
I have changed the names to XXXX's for legal reasons.
I have a lawyer involved and a few social media releases ready to go in the next few weeks.
VW Golf R - warranty dates
28/7/15 – car delivered, interior command centre not working properly, told it was a setting that need to be configured properly (turned out to be a fault that needed to be addressed under warranty)
29/7/15 rang to book car in for interior command centre fault
6/8/15 dropped off - icc not coming on, rattle in engine.
7/8/15 picked up, nothing fixed have to take back once they receive advice from tech support.
18/8/15 rang to find out what was going on, still waiting on tech support!
28/8/15 email sent to vw customer care, complaining that nobody has got back to me.
28/8/15 rang salesman XXXX from VW, left a message for him to call back
31\8\15 XXXX rang me back and we organised for it to be dropped off on 1\9\15
1\9\15 dropped car off 4pm
2\9\15 rang to check on car, problem still being dealt with
2/9/15 reply email from vw customer care, apologising and said someone will be in touch shortly.
3/9/15 rang to check on car, having problems diagnosing the cause, will ring back tomorrow.
4/9/15 called to let me know car was ready, picked up car, still not fixed, parts ordered, should be delivered next week.
7/9/15 service centre called, golf is booked in for Friday 11/9
9/9/15 vw customer service called to apologise about not getting back to me, they asked me to call them back if i wasn't satisfied with my outcome with the dealership.
11/9/15 dropped golf off at 8:15am, icc changed for a new one, picked up at 4:15pm
12/9/15 checked icc when starting car, still not working, took over 10mins to come on.
14/9/15 rang vw to book car in again, will speak to tech support, booked in for 23rd September.
23/9/15 dropped car off 8am, 3:30pm have just been told to come and pick car up, problem still not resolved, need to video record the problem so need the vehicle overnight, no loan cars available so need to reschedule for another time!
23/9/15 another email sent to vw customer care, going on 9 weeks still not resolved.
23/9/15 booked in for Thursday 1st October - 4pm
25/9/15 reply email from vw customer care, your case adviser will be in touch in 2-3 business days
1/10/15 sent another email to vw customer care, 5 business days have passed, still no response!
1/10/15 dropped car off, given loan car, told they will call first thing in the morning.
2/10/15 vw customer care still haven't got back to me (1 week since email)
2/10/15 rang dealership to find out what is happening with my car, said they will call back
2/10/15 2:45pm called back and said they still need the car until next week, said i can leave it or pick it up and drop back next Tuesday 6/10/15 - picking it up as I am sick of driving around in courtesy cars.
6/10/15 dropped off car to leave overnight - Vw customer care still haven't replied from email sent 23/9/15
7/10/15 rang vw to check on my car, have ordered another control module for the icc (for the second time) to replace the one they fitted on 11/9/15, will call me back when it has been fitted.
8/10/15 rang to check on car, still working on it, will let me know when it is fixed.
8/10/15 no one called back, as usual, I will call them tomorrow
9/10/15 – 9:20am rang to find out what was going on - said part had turned up and would hopefully go in the car today - yesterday they told me it wad being fitted ???? Said someone (XXXX) will ring me back in 10-15mins to confirm what is actually going on.
9/10/15 – 12:30pm – rang to find out what was going on as none called me back (no surprise there), parts have been fitted – reprogramming to be completed today, ring back Saturday morning to see if it’s working.
10/10/15 – 10:40am rang to see what’s going on, cannot program the new part, have contacted tech support have to wait to hear back, cannot go any further until tech support tell them what to do next.
12/10/15 – Contacted T.XXXX – XXXX Lawyers, said she will get back to me.
14/10/15 – Follow up with T.XXXX – will get on to VW today.
15/10/15 – T.XXXX rang, is sending a letter to VW today.
16/10/15 – I rang XXXX from VW to let him know it was nothing personal but after 3 months the car still isn’t fixed and I feel I’ve waited long enough.
19/10/15 – XXXX the Dealer Principal for XXXX Motors rang, apologized about how long it has taken. Advised that VW in Germany is writing a new program for the ICC – could take 3 days could take 3 weeks – unknown wait at this stage. Said I would pick up my car on 20/10/15 and wait for a call when the new program is ready.
20/10/15 – Picked up Golf from dealership.
24/10/15 – went to use satnav and it says: Function not supported, went to use phone and it said: phone is not available!!! ICC unit is taking between 4 and 8 minutes on average to start each morning.
28/10/15 – email sent to XXXX – DP for XXXX VW about further problems with the car.
VW Customer Care stopped contact with me on 25/9/15 and are no longer replying to my emails.
I have changed the names to XXXX's for legal reasons.
I have a lawyer involved and a few social media releases ready to go in the next few weeks.
VW Golf R - warranty dates
28/7/15 – car delivered, interior command centre not working properly, told it was a setting that need to be configured properly (turned out to be a fault that needed to be addressed under warranty)
29/7/15 rang to book car in for interior command centre fault
6/8/15 dropped off - icc not coming on, rattle in engine.
7/8/15 picked up, nothing fixed have to take back once they receive advice from tech support.
18/8/15 rang to find out what was going on, still waiting on tech support!
28/8/15 email sent to vw customer care, complaining that nobody has got back to me.
28/8/15 rang salesman XXXX from VW, left a message for him to call back
31\8\15 XXXX rang me back and we organised for it to be dropped off on 1\9\15
1\9\15 dropped car off 4pm
2\9\15 rang to check on car, problem still being dealt with
2/9/15 reply email from vw customer care, apologising and said someone will be in touch shortly.
3/9/15 rang to check on car, having problems diagnosing the cause, will ring back tomorrow.
4/9/15 called to let me know car was ready, picked up car, still not fixed, parts ordered, should be delivered next week.
7/9/15 service centre called, golf is booked in for Friday 11/9
9/9/15 vw customer service called to apologise about not getting back to me, they asked me to call them back if i wasn't satisfied with my outcome with the dealership.
11/9/15 dropped golf off at 8:15am, icc changed for a new one, picked up at 4:15pm
12/9/15 checked icc when starting car, still not working, took over 10mins to come on.
14/9/15 rang vw to book car in again, will speak to tech support, booked in for 23rd September.
23/9/15 dropped car off 8am, 3:30pm have just been told to come and pick car up, problem still not resolved, need to video record the problem so need the vehicle overnight, no loan cars available so need to reschedule for another time!
23/9/15 another email sent to vw customer care, going on 9 weeks still not resolved.
23/9/15 booked in for Thursday 1st October - 4pm
25/9/15 reply email from vw customer care, your case adviser will be in touch in 2-3 business days
1/10/15 sent another email to vw customer care, 5 business days have passed, still no response!
1/10/15 dropped car off, given loan car, told they will call first thing in the morning.
2/10/15 vw customer care still haven't got back to me (1 week since email)
2/10/15 rang dealership to find out what is happening with my car, said they will call back
2/10/15 2:45pm called back and said they still need the car until next week, said i can leave it or pick it up and drop back next Tuesday 6/10/15 - picking it up as I am sick of driving around in courtesy cars.
6/10/15 dropped off car to leave overnight - Vw customer care still haven't replied from email sent 23/9/15
7/10/15 rang vw to check on my car, have ordered another control module for the icc (for the second time) to replace the one they fitted on 11/9/15, will call me back when it has been fitted.
8/10/15 rang to check on car, still working on it, will let me know when it is fixed.
8/10/15 no one called back, as usual, I will call them tomorrow
9/10/15 – 9:20am rang to find out what was going on - said part had turned up and would hopefully go in the car today - yesterday they told me it wad being fitted ???? Said someone (XXXX) will ring me back in 10-15mins to confirm what is actually going on.
9/10/15 – 12:30pm – rang to find out what was going on as none called me back (no surprise there), parts have been fitted – reprogramming to be completed today, ring back Saturday morning to see if it’s working.
10/10/15 – 10:40am rang to see what’s going on, cannot program the new part, have contacted tech support have to wait to hear back, cannot go any further until tech support tell them what to do next.
12/10/15 – Contacted T.XXXX – XXXX Lawyers, said she will get back to me.
14/10/15 – Follow up with T.XXXX – will get on to VW today.
15/10/15 – T.XXXX rang, is sending a letter to VW today.
16/10/15 – I rang XXXX from VW to let him know it was nothing personal but after 3 months the car still isn’t fixed and I feel I’ve waited long enough.
19/10/15 – XXXX the Dealer Principal for XXXX Motors rang, apologized about how long it has taken. Advised that VW in Germany is writing a new program for the ICC – could take 3 days could take 3 weeks – unknown wait at this stage. Said I would pick up my car on 20/10/15 and wait for a call when the new program is ready.
20/10/15 – Picked up Golf from dealership.
24/10/15 – went to use satnav and it says: Function not supported, went to use phone and it said: phone is not available!!! ICC unit is taking between 4 and 8 minutes on average to start each morning.
28/10/15 – email sent to XXXX – DP for XXXX VW about further problems with the car.
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