My corresponsdence with VW
Hi there
I'm as disgruntled as most others on this thread about this noise. I took it to my dealership who gave me the standard explanation and then told me to speak to VW directly as there is nothing they could do. The following is a chain of correspondence between myself and VW. This conversation ended with a supervisor telling me that he would not provide answers to the specific questions I'd asked and that he advise not to call again. I asked to speak to his manager and he told me he was high as I could go. LOL he's a team leader in a call centre!
Please read the e-mail chain below starting with VW's first response, followed by my specific questions and then the lame answer they provided.
"Dear (VW Owner) ,
We appreciate that you have taken the time to contact us with information
on your concern with your Volkswagen Golf GTI Version 6.
We were most disappointed to learn of your experience and sincerely
apologise that your personal experience at this time may perhaps not have
completely reflected Volkswagen Group Australia’s commitment to customer
satisfaction.
Volkswagen Group Australia prides itself on its customer satisfaction,
product quality and its dealer network. We appreciate that some of these
areas will be tested at times and strive to resolve any dissatisfaction
professionally and efficiently.
We have investigated your concerns and thank you for availing your vehicle
and time in order that Volkswagen Group Australia, in conjunction with
(Dealership name), could undertake an investigation into your reported
concerns relating to the exhaust noise from your Volkswagen Golf GTI.
An investigation of your concerns has been completed. Testing undertaken
during this time returned results consistent with the manufacturer’s
specifications. The test results, in addition to consultation with
Volkswagen technical specialists, indicate the operation of your vehicle to
be consistent with the design and operational characteristics of the
Volkswagen Golf GTI Version 6 model. Therefore no evidence of any
technical fault was prevalent during our investigation,
The noise you have experienced from the exhaust system of your Golf GTI
occurs, according to the manufacturer’s testing, at between 2400 and 3000
rpms. It occurs due to exhaust gas pulsations causing the flap and rods of
the wastegate to vibrate at the start of the boost air control.
Therefore, we must advise that the noise heard is harmless and in no way
affects the performance, drivability or service life of your engine.
Thank you for the opportunity to comment and we trust this clarifies our
position on the matter."
"Dear (VW person),
Thank you for your response, it is somewhat aligned with what (dealership name)
initially told me. Please can you clarify the following in certain terms:
1, Does every MK6 Golf GTI make the same noise between 2400-3000 rpm? If
this isn't the case, then my resale value will be lowered in comparison to
a MK6 GTI that doesn't make the same noise.
2, If I test drive a new GTI without the same noise, will VW address this
problem?
3, With regards to your comment:
"An investigation of your concerns has been completed. Testing undertaken
during this time returned results consistent with the manufacturer’s
specifications. The test results, in addition to consultation with
Volkswagen technical specialists, indicate the operation of your vehicle to
be consistent with the design and operational characteristics of the
Volkswagen Golf GTI Version 6 model."
What investigation have been undertaken on my car? From memory, the only
"investigation" was a 2-3 minute drive with a (dealership name) technician. Is
that the official VW definition of an investigation? The bonnet on the car
wasn't even lifted nor my exhaust inspected.
4 ,With regards to the the statement "Therefore, we must advise that the
noise heard is harmless and in no way affects the performance, drivability
or service life of your engine."
Is VW happy for this noise to be well publicised to potential buyers of the
vehicle? Mine can be heard with the windows up and the radio on. I think
potential VW customers should be made aware of this noise.
5, What needs to be done to get rid of this noise?
If you'd be kind enough to answer the specific questions to the 5 questions
above, it would be greatly appreciated."
"Dear Mr (WV Owner)
Thank you for your latest email.
As far as we are aware, all Volkswagen Golf GTI Version 6 vehicles have the
same exhaust noise, as this is a characteristic of this particular model.
As you are aware, you drove a comparable vehicle with the dealer, and you
acknowledged that the comparable vehicle has the same characteristic as
your vehicle.
This characteristic is something that dealers and valuers would be aware of
(just as they are aware of the various characteristics of other makes and
models of vehicle). Hence the resale value of your vehicle will be no
different than that of a vehicle with comparable mileage which is in
comparable condition (both exterior and interior).
The investigation undertaken was the test drive carried out by a qualified
Volkswagen technician. That investigation demonstrated that your vehicle is
performing precisely in accordance with the manufacturer’s specifications.
Lifting the bonnet of the vehicle or any other inspection was unnecessary,
in view of the advice of Volkswagen technical specialists that the exhaust
noise of your vehicle is a characteristic of that model.
As indicated previously, the exhaust noise is harmless and in no way
affects the performance, driveability or service life of your engine. It is
no different than any other characteristic of any other make or model of
vehicle; as it is a characteristic rather than a fault, it is not something
that potential purchasers and owners are concerned about.
No modifications should be undertaken to change the noise. As advised
previously, it occurs due to exhaust gas pulsations causing the flap and
rods of the wastegate to vibrate at the start of the boost air control. It
is not a fault that requires rectification and any modification would
adversely affect the vehicle.
Thank you again for drawing your concerns to our attention. There is,
unfortunately, nothing further we can add."
At this point I spoke to the VW Case Managers Manager and asked why they were unwilling to answer my specific questions. He advised that they didn't have to answer specific questions. I asked to speak to someone that could, and he said that ther was no one else I could speak to and that I couldn't speak with his manager. During the conversation, he was speaking over me, rude in the tone of his voice and all together unhelpful. This is after I've just shelled out 50k for a brand new car.
I'd suggest that you air your concerns directly with VW at
VOLKSWAGEN Group Australia
PO Box 2316 Strawberry Hills
Phone: 1800 607 822
Best of luck!
Beagle
