VW customer service - frustrating

[geojack555]

Hi,

I was totally frustrated by VW customer service today as they were very slow in getting me updates on my car which is at a VW dealer waiting to get fixed. The car was towed on last friday and they didn't have proper info on any updates on my car or what is happening with it. I had to call & chase the dealer/service centre to know what is happening with the car and even had to update the customer service with the lastest update! What a pity. They are replacing my DSG unit, but they reckon it will take more than a week to get it to the dealer (this is also an approx and no one knows the actual ETA). I requested for a loan car and they cant even provide one.....So I have to live with out a car for next 1-2 weeks.. I didnt expect VW to get me such a crap service. My car is just 5 months old and had 3 major issues (1 brake failure, 2 issues with DSG). Seems like I got a prototype or beta version of 118TSI!

[Brendan_A]

Man that sucks!! Isn't there laws about Lemon cars??

[mickofoz]

As a new car owner you should get a free loan car. Go back and insist on one. As for the timing, once you have your loan car, who cares as long as it gets fixed. Take a breather and enjoy life and don't get hung up over issues you can't control.

[Corey_R]

Yeah - if they can't provide you with a loan car, then they should either be paying for a hire car or for taxi receipts. That's just a bit slack really!

[Umai Naa!!]

VW Customer Service are serial pests.

Ring the dealer, speak to the service manager, and get the information directly.

As for the delay in parts, it can happen. Of the two I've replaced, neither turned up overnight.

[geojack555]

Guys, also I want to get your opinion about this replacement of my DSG unit. I am bit concerned on this as this is a new car and not 100% sure if dealer fitted DSG will have equal quality (i mean the whole fitting process) as a factory fitted ones. My car is only 5 months old, and DSG transmission being an important part of the car. What do you think?

[Maverick]

Guys, also I want to get your opinion about this replacement of my DSG unit. I am bit concerned on this as this is a new car and not 100% sure if dealer fitted DSG will have equal quality (i mean the whole fitting process) as a factory fitted ones. My car is only 5 months old, and DSG transmission being an important part of the car. What do you think?

Are they replacing the DSG or the mechatronics which is a component of the DSG gearbox?

[sillygogo]

Guys, also I want to get your opinion about this replacement of my DSG unit. I am bit concerned on this as this is a new car and not 100% sure if dealer fitted DSG will have equal quality (i mean the whole fitting process) as a factory fitted ones. My car is only 5 months old, and DSG transmission being an important part of the car. What do you think?

I agree, although the service center would take all the care to put it back, however, once its open its not the same. Might be in too tight, or small out of alignment, etc.

Mine window seal was replaced due to some air leak. I later found out that they bend one of the plastic near the door handle when they removed it.

[cme2c]

Guys, also I want to get your opinion about this replacement of my DSG unit. I am bit concerned on this as this is a new car and not 100% sure if dealer fitted DSG will have equal quality (i mean the whole fitting process) as a factory fitted ones. My car is only 5 months old, and DSG transmission being an important part of the car. What do you think?

You have to remember that the guy fitting the transmission in the dealer is a mechanic, whereas in the factory it was put in by a factory worker.

On loan cars, my solicitor has a Mercedes. They gave her a loan car for 2 months. I don't know whether this says good or bad things about Mercedes.

Over the years I have found attitudes to loan cars have tightened up a lot. In the 80s I was in SA and had a Volvo 740. The dealer gave me free loan cars. A 740 turbo (lag lag lag BOOST!), a BMW 2002 ( I was one of the few clients that could drive a manual).

Now, you have to book one, and you get charged in my experience at Honda and Peugeot dealers. I use the free shuttle from my local dealer with the VW.

Check on this site for a customer service promise from the aus MD of VW and get stuck into them!

[Tommy]

Makes me feel better that I'm not the only one who has experienced this sort of grief. I had two major brake repairs, one DSG replaced and another almost due for replacement. I had to argue like crazy for a loan car which I finally got when they were replacing the first DSG. Such a shame.