Looking at buying worried about Customer Service/Warranty etc

[Potential Buyer]

Hi folks,
I've just joined this forum and thought I would say hello.
I've joined as I wanted to get some feedback, I'm looking at possibly buying a new Passat, however, I'm hearing a lot of murmurings that the VW Service/Support/Warranty isn't very good and it's starting to put me off buying one.

Wondering what everyone's experience is.

Or can someone point me in the direction of the relevant thread.

Cheers,

[Umai Naa!!]

Varies from dealer to dealer to be honest.

[Eaglen00b]

Varies from dealer to dealer to be honest.

+1 on that.

[arcadelt]

You don't need to use a dealer for services and repairs even during the warranty period (unless it's free as part of the sales deal). There are plenty of excellent independent workshops that specialise in VW, and many members favour those over dealers. Ask around and I'm sure you'll find one near you.

[theresanothersteve]

My experience with VW has been good, the dealer has been helpful and servicing costs reasonable.

I haven't had to use warranty, so I can't comment on that, but given my experience with the dealer I don't think it will be a problem. I think in most cases the dealer does the work and charges VW rather than the buyer/ claimant.

I also think VW's quality/ reliability reputation is blown out of proportion (and mine is twincharged). There again, our other car is a Land Rover Discovery (the third we've owned) and it's been reliable as well. Like all things I think there might be a short run with an issue, but even after its fixed keyboard warriors bang on about it.

[AdamD]

I'm hearing a lot of murmurings that the VW Service/Support/Warranty isn't very good and it's starting to put me off buying one.

You're going to get variations from dealer to dealer regardless of the marque. This situation is equally true of Mercedes, BMW etc - some dealerships are always difficult to engage with. However some importers seem more concerned about their dealer network keeping customers happy than others, and these tend to be the more expensive brands where repeat business is a significant contributor to the bottom-line. VW isn't really one of these brands; most dealers are still more concerned with bringing in the next new customer than bringing back an existing one. Country dealers are often better in this respect - they depend on a smaller customer base and are more eager to build and maintain relationships with customers - especially if there's the prospect of 'stealing' a city buyer or two. They may be a little less flexible when it comes to squeezing the last dollar of margin, but the better customer service would surely be worth it to most.

VW Australia has copped a fair bit of bad press of late; some of it quite justified. Since the issues around DSG recalls and more recently the Dieselgate saga, they've taken a less generous attitude toward goodwill repairs for cars experiencing failures outside of the warranty period, especially if they've not been serviced to the letter by the dealer network. Again though, this isn't really any different to most brands generally.

The VW product is generally excellent. They've had a few duds over the past decade, although most of the current lineup is pretty good, and I wouldn't hesitate to buy one again. But - as is always the case when buying a new car - it is important to do your research and make sure you're buying a car that doesn't suffer from any inherent flaws that makes it susceptible to failures and warranty claims down the track.

[Vexed]

It was a mixed bag for me as well... Even with VW specialists... Before I sold my VW CC, the dealer that I was servicing my car with quoted me 9 hours for a job outside warranty (replace defective wiring loom for the trunk lid and replace the drivers side mirror), I told them not to touch the car and I cancelled a scheduled major service as well, it was an obvious rip off... I took the car to another dealer, they quoted me 4.5 hours.
I also discovered that a VW specialist has ripped me off, I provided him with 4 ATE disks and 4 sets of ceramic pads, to discover later that the car needs rear brake pads, and dealer confirmed that rear pads are not ceramic... I guess you will have to shop around and try your luck.

[Potential Buyer]

Right,
Sounds like it's all a bit of a crap shoot.
I'll have a think about it, might post in the Passat section to see if there's anybody with a new model and any problems that might be occurring.
On the list is also the Mazda 6, Outback and Levorg, so I'll see how it goes.
Thanks for the advice folks.

[Vexed]

Right,
Sounds like it's all a bit of a crap shoot.
I'll have a think about it, might post in the Passat section to see if there's anybody with a new model and any problems that might be occurring.
On the list is also the Mazda 6, Outback and Levorg, so I'll see how it goes.
Thanks for the advice folks.

I sold my CC and went with an MY17 Skoda Superb sedan... I have to say the car is impressive, it is worth taking a look at

[Potential Buyer]

I sold my CC and went with an MY17 Skoda Superb sedan... I have to say the car is impressive, it is worth taking a look at

A Skoda? Really?
Can't say I ever really thought about that. I guess I can do some investigating.
Cheers,

[Eaglen00b]

Right,
Sounds like it's all a bit of a crap shoot.
I'll have a think about it, might post in the Passat section to see if there's anybody with a new model and any problems that might be occurring.
On the list is also the Mazda 6, Outback and Levorg, so I'll see how it goes.
Thanks for the advice folks.

I ended up with an Outback 3.6R as a replacement for my leaser. I really wanted to get the Alltrack until I discovered that the panoramic sunroof comes WITH the Luxury Pack and there 's no delete option. Can't do the flimsy sunshade thing that comes with panoramic sunroof, specially not when long distance touring or driving interstate especially during the hotter months of the year.

Symmetrical AWD on the Outback isn't a sales gimmick, I found. This thing grips like a mf on wet roads, gravel.... It also seems pretty well put together too. Sure it's not a premium feel type of vehicle, but steering is sharp, suspension well sorted for the crap roads we have here. Their Eyesight and Vision Assist systems work brilliantly although I do miss the active steering intervention on my CC. Only thing is, boy is the Outback thirsty. 14.5L/100km in city, 8.5L/100km on the open road in the country. That equates to about 650km REALISTIC touring range on paved country roads from a 60L tank. Subaru needs to either improve fuel efficiency or fit a &^$$& bigger fuel tank.

The new Tiguan was released for sale while I was looking for a new vehicle, but as a personal rule, I never go for Version 1.0 of ANYTHING. I'll wait till they've had a chance to sort out any niggles which will inevitably show up for any new product/model. Should happen by the time the Outback is due for replacement in 3 years.

[Potential Buyer]

I ended up with an Outback 3.6R as a replacement for my leaser. I really wanted to get the Alltrack until I discovered that the panoramic sunroof comes WITH the Luxury Pack and there 's no delete option. Can't do the flimsy sunshade thing that comes with panoramic sunroof, specially not when long distance touring or driving interstate especially during the hotter months of the year.

Symmetrical AWD on the Outback isn't a sales gimmick, I found. This thing grips like a mf on wet roads, gravel.... It also seems pretty well put together too. Sure it's not a premium feel type of vehicle, but steering is sharp, suspension well sorted for the crap roads we have here. Their Eyesight and Vision Assist systems work brilliantly although I do miss the active steering intervention on my CC. Only thing is, boy is the Outback thirsty. 14.5L/100km in city, 8.5L/100km on the open road in the country. That equates to about 650km REALISTIC touring range on paved country roads from a 60L tank. Subaru needs to either improve fuel efficiency or fit a &^$$& bigger fuel tank.

The new Tiguan was released for sale while I was looking for a new vehicle, but as a personal rule, I never go for Version 1.0 of ANYTHING. I'll wait till they've had a chance to sort out any niggles which will inevitably show up for any new product/model. Should happen by the time the Outback is due for replacement in 3 years.

I currently have a 2011 Liberty wagon, it's pretty thirsty too, around 11.5/L in the city. I like the Subaru but I'm finding the styling is butt ugly and the instrument/infotament is diabolically bad.

[Vexed]

I got the 206 Superb with 4x4... It is my first AWD car, the grip is amazing, especially compared to my FWD cc... The fuel economy and the power coming out of the 2.0 is great as well... I don't know how the Subaru is, but I'm sure it is a great as well, I thought about the Levrog, but I didn't follow...

[woofy]

Noticed you had the Levorg on there, you should also look at the Octavia RS. Even without the AWD pretty much every Australian review comparing the two has ended with the Octy coming out well on top, especially with handling which surprised me, but it's consistently mentioned that the Levorg just isn't as good in that respect.

[Amalgam]

I always have a little chuckle at the number of VW/Subaru owners/cross shoppers there are.

I am also guilty as charged.