G-8VXWWTRHPN Customer care disappointments just keep coming - VWWatercooled Australia

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Customer care disappointments just keep coming

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  • Customer care disappointments just keep coming

    I can't believe the attitude of the VGA Customer Care Team. I recently had the misfortune of dealing with them regarding manufacturer fault issues with the DSG in my Passat. It was a horrible experience and I was hoping to never have to contact them again. BUT as things go with VW I am continually disappointed and the week after the car had been returned from Rockhampton Prestige, the very useless dealership who let me down back in 2010 when I first purchased the car, my husband lifted the bonnet to discover the Rockhampton Prestige mechanics had left the cap off the coolant reservoir. He immediately replaced the cap and drove the car to the dealership as he was nearby to show them what they'd done. There was still a water mark on the ledge under the bonnet where the cap had been sitting so it was easy for him to show them what he'd found. They gave him their typical "you get that attitude" and that was that. They knew when we presented the car to them before Christmas to have the repairs done under a VW goodwill request that we hadn't been happy with their service in the past and had stopped going to them due to their previous pathetic service and here they are nearly six years later still as pathetic, can't even replace the cap on the coolant before they hand the car back. Do these people go out of their way to give me something to whinge about??
    So once again we hope to never have to return to Rockhampton Prestige and feel sorry for anyone thinking of going there in the future.
    I wanted to let the people at VGA know of my experience so I emailed Volkswagen assist and made a complaint about the dealership. Initially I didn't hear back and wasn't really surprised but today I have received a reply. Here's how it reads:Thank you for your email and please accept our apology for the delay in responding.
    Please be advised that your feedback has been recorded on your Volkswagen account should there be any issues resulting from the incident. For future reference your feedback has been recorded under Case ID 1162558, should you need to refer back to it at a later date.
    Thank you for contacting Volkswagen Group Australia.
    Not a word about how sorry they are, nothing about we strive to provide quality service, nothing???!!! The only apology is for the delay in responding to the email, what that?? I can only assume they get so many of these complaints they just file them as a normal occurrence. Certainly didn't raise any eye brows like I'd hoped.
    Last time I was on this forum I was accused of being negative towards VW and pretty much told off for being so. To those I've offended with my continued negativity, too bad. I am just spreading the word based purely on my own experience AS A VW CUSTOMER. And I haven't changed my attitude, the Passat was the first and will be the LAST VW I will ever own. Not because it's a bad car but because of the total lack of care from the dealership or VGA, they're certainly not looking for return business and don't seem to care one bit about word of mouth, one of the strongest forms of marketing there is.

  • #2
    You need to complain to your computer manufacturer as well, they need to fix your 'enter' key as it appears faulty.

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    • #3
      It's true...

      They really don't care.
      RS
      R

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      • #4
        Welcome back to the forum Christine!!!

        I always thought you'd be back!
        MY18 VW Passat Alltrack Wolfsburg Edition + Panoramic Sunroof + some extra goodies... (Pure White)
        MY17 ŠKODA Superb 206TSI 4x4 + Sunroof + Tech Pack + Comfort Pack + some extra goodies... (Moon White)

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        • #5
          My only question is, what do you expect them to do?
          '07 Transporter 1.9 TDI
          '01 Beetle 2.0

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          • #6
            Originally posted by Umai Naa!! View Post
            My only question is, what do you expect them to do?
            At least check the cooling system for air and top up if required.

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            • #7
              Besides the obvious
              '07 Transporter 1.9 TDI
              '01 Beetle 2.0

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              • #8
                An apology from the service manager...

                ...free next service for almost killing your car...

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                • #9
                  Originally posted by Umai Naa!! View Post
                  My only question is, what do you expect them to do?
                  Show some concern, give an indication that maybe they do care???
                  I'm sure my mechanic would be horrified if he made a mistake like that.
                  You don't think not replacing the coolant cap matters? Glad you're not looking after my car.

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                  • #10
                    Originally posted by booba View Post
                    You need to complain to your computer manufacturer as well, they need to fix your 'enter' key as it appears faulty.
                    From your response I'm guessing you work for VW too.

                    Comment


                    • #11
                      Originally posted by Christine View Post
                      Show some concern, give an indication that maybe they do care???
                      I'm sure my mechanic would be horrified if he made a mistake like that.
                      You don't think not replacing the coolant cap matters? Glad you're not looking after my car.
                      I bet not half as glad Umai Naa is.

                      I guess that means I must work for VW too.
                      2018 Golf GTI, Manual - gone.
                      2017 Golf 110tsi Trendline, manual (gone - gladly)
                      2007 Golf GTI, Manual, (gone - sadly)
                      1978 Golf GLS; 1972 Superbug, (memories)

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                      • #12
                        Its unfortunate to read some of the shocking stories on here regarding VW and their customer care.
                        I have been very fortunate that with the cars I have owned that I have never had the issues getting repairs done as others have.
                        While I don't service my cars with VW all warranty work goes to them... from DSG replacements, gearbox rebuilds, window regulator replacements etc I have not had to argue with the dealership once that there is something wrong and how it was going to be fixed.
                        I have only had to deal with customer care once in 2004/5 (so the staff have most likely changed by now) regarding window regulators in our NBC. They replaced them under warranty only to have them fail again weeks later. Customer care put us on to a VW engineer from Sydney who came to Melbourne to see us and supervise installation of the revised window regulators. Since then we have had no issues with them.
                        1974 1300 Beetle, 1997 Golf GL, 2003 New Beetle Cabrio, 2014 Audi A4 quattro

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                        • #13
                          Originally posted by Christine View Post
                          Show some concern, give an indication that maybe they do care???
                          I'm sure my mechanic would be horrified if he made a mistake like that.
                          You don't think not replacing the coolant cap matters? Glad you're not looking after my car.
                          My question was more to do with what you'd like them to do, to somehow smooth things over for you.
                          '07 Transporter 1.9 TDI
                          '01 Beetle 2.0

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                          • #14
                            After sales service is a shocker I must admit... I have been chasing up for the past 3 weeks for someone to call me back Voice Control and Mirrorlink.... I wrote to VAG today
                            Harry
                            MY15 RED Polo GTI 6C - with DA Pack

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