VW and the pollen filter dispute

[ziggyboy]

My air conditioner's vents shut off after driving for an hour and can normally be 'fixed' by switching the aircon off for about 2 mins. After the first incident, it will re-occur every 10-15 mins. This means that during Canberra to Sydney drives, aircon is OK for the first hour, but would have to switch the aircon on and off every 15 mins in the remaining 2 hours.

As you can probably imagine, I wasn't very happy last summer when we had 40C days.

It wouldn't bother me most days as I only do 15-30 min drives within Canberra so I would forget about it for months on end until I finally do the occasional drive to Sydney.

Now that I am selling my car, I want this fixed once and for all. I woke up at 6am today just to drive it for an hour before demonstrating the problem to my local VW dealership. The mechanic hopped into my car and acknowledged there was a problem

Fast forward a few hours, I get a call saying the pollen filter was incorrectly fitted to the car but because I never serviced the car with any VW dealership I will have to pay for the $150 labour cost to investigate the issue and fit the filter properly. They said it was likely tampered with and not fitted correctly by the last 3 mechanics that did my logbook service (15k 30k and 45k).

I argued that the pollen filter is only due to be replaced in my 60k service so it wouldn't have been replaced. I called the VW specialist mechanics that did my services and confirmed that there is no way they would have touched the pollen filter. They would need to go out of their way to touch it unless I specifically told them to muck around with it (which I obviously didn't).

Now VW's stance (not the dealership) is that because it is a consumable that is serviceable by a mechanic, they need proof that it wasn't tampered or that it has been an ongoing problem. They indirectly insinuated that my mechanics or I could have changed it and incorrectly fitted it. They want proof that this is not the case (apparently, VW dealerships servicing my car would have been enough for them to pay for it).

What I can see here is I am being penalised for not servicing with VW. They said that it is not enough proof that my mechanics are saying the pollen filters weren't touched. So WTF do they want? Has anyone got any ideas on how to approach this?

Short of it is: I believe the filter was incorrectly fitted in the factory...they believe it was either me or my mechanics!

[team_v]

The filter costs $20 at most off ebay and can be removed and refitted in the space of approximately 2-3 minutes.
I do mine once every year or two.

Not sure how that could cause the aircon to stop functioning.

[ziggyboy]

Beats me as well. That's what they told me.

I'd even be more annoyed if I end up paying the $150 and it doesn't fix it.

[team_v]

Beats me as well. That's what they told me.

I'd even be more annoyed if I end up paying the $150 and it doesn't fix it.

If you have access to the car you could just remove/replace the filter adn see if that fixes the problem.

If not, take it somewhere else to get a second opinion.

[ziggyboy]

Question is... is it possible to fit these filters incorrectly? Or are they straightforward to install?

I'm now starting to think the dealership is BS'ing me because they can't figure out what's wrong with it.

[team_v]

Question is... is it possible to fit these filters incorrectly? Or are they straightforward to install?

I'm now starting to think the dealership is BS'ing me because they can't figure out what's wrong with it.

It is pretty easy to install, it's just a foam/hepa filter so it is unlikely it could break anything.
The only issue may be variation in airflow due to not being sealed properly but i doubt that would be the cause.

[sVWatt]

Yup, even checked mine myself. Easy as...under passenger side, lower trim, unclips and slides down. It's cut to fit, so hard to go wrong. Not sure how, even if it was tampered with, that it would actually cause a fault.

[Umai Naa!!]

Should be done every 24 months/30,000kms.

There is a correct way to fit them, but by nature of the design, you can stuff them in there any old way and pop the cover back on. Unlikely to have a massive effect on the operation of the air conditioning, besides smelling bad after a while.

[ziggyboy]

Ok some update for your guys.

After multiple calls, arguments and even involving a third party with contacts within the interested parties..... the dealership have agreed to waive the fee even though VW has not approved it. The claim is still pending with VWA so I assume that if VW doesn't approve it then they'll foot the bill.

Now for the issue...

I was told by my "contact" that what they have officially told me is actually not the entire story. This is how they have concluded that the filter was fitted incorrectly:

The duct that is connected to the filter is not properly in place. They claim that the only way this duct could have been "knocked off" from its place is by fitting the filter incorrectly. So it is not really the filter being incorrectly fitted directly causing it... but they have assumed this to be the cause because it is apparently the only way to knock the duct off its place.