ad1t
22-10-2013, 11:18 AM
Hello Everyone,
I wanted to share my DSG recall experience and Skoda customer service. I bought a used 2009 Skoda Superb after confirming with Skoda that it was subject to a recall. It developed Shuddering issues after a couple of months and I took it to my car dealer to be fixed under the Statuatory warranty. Whilst getting fixed, the Skoda dealership advised my car dealer that my car was under recall and if they should go ahead with the work. After getting a nod from my dealer, they kept the car for additional few days and delivered it to my dealer. While checking my car after delivary, i found that they had left a new mechatronics unit, couple of bottles of gear oil and a repair kit in my boot, indicating that they did not do the recall service and had some sort of mis-communication.
I have been in touch with Skoda customer care for a couple of months over the phone/email now. They assured me that the letters are being sent out soon and they were waiting for mechatronics parts to be delivered in Australia. My dealer called the Skoda dealership and he was advised that they had advised their sub-contracted workshop located at other place and that it was some mistake my that workshop. I called the workshop today and told them about the scenario, and they indicated that the main dealership told them not to do the recall service. The guy on the phone knew my registration number. He sounded bit desperate and agitated and told me several times that I need to take the parts back to them. On asking whether i can get my recall service done on the same day as I take the parts in, he advised that they have to book it for another day. I have advised the main Skoda customer care about this issue and they have advised me to take the parts in and assured that the recall service should be done soon.
I am taking the parts in today. I will see what happens next, but i have to say I am dissapointed with the customer service that I have received so far. I understand that the misunderstanding is with the dealership in question and not with the Skoda/VW brand instead. I would see what happens next and keep you guys informed about the happenings so that prople undergoing the recall service would get some guidance.
Ad1t.
I wanted to share my DSG recall experience and Skoda customer service. I bought a used 2009 Skoda Superb after confirming with Skoda that it was subject to a recall. It developed Shuddering issues after a couple of months and I took it to my car dealer to be fixed under the Statuatory warranty. Whilst getting fixed, the Skoda dealership advised my car dealer that my car was under recall and if they should go ahead with the work. After getting a nod from my dealer, they kept the car for additional few days and delivered it to my dealer. While checking my car after delivary, i found that they had left a new mechatronics unit, couple of bottles of gear oil and a repair kit in my boot, indicating that they did not do the recall service and had some sort of mis-communication.
I have been in touch with Skoda customer care for a couple of months over the phone/email now. They assured me that the letters are being sent out soon and they were waiting for mechatronics parts to be delivered in Australia. My dealer called the Skoda dealership and he was advised that they had advised their sub-contracted workshop located at other place and that it was some mistake my that workshop. I called the workshop today and told them about the scenario, and they indicated that the main dealership told them not to do the recall service. The guy on the phone knew my registration number. He sounded bit desperate and agitated and told me several times that I need to take the parts back to them. On asking whether i can get my recall service done on the same day as I take the parts in, he advised that they have to book it for another day. I have advised the main Skoda customer care about this issue and they have advised me to take the parts in and assured that the recall service should be done soon.
I am taking the parts in today. I will see what happens next, but i have to say I am dissapointed with the customer service that I have received so far. I understand that the misunderstanding is with the dealership in question and not with the Skoda/VW brand instead. I would see what happens next and keep you guys informed about the happenings so that prople undergoing the recall service would get some guidance.
Ad1t.