VW customer service - frustrating

[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?

[geojack555]

As far as I know, the service manager told me that they will be replacing the transmission system (he quoted DSG in his conversation). So I believe it is the whole unit.

[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.

[Umai Naa!!]

The DSG is not an overly-complicated thing to replace (I've had them out, and on the floor in only two hours). If the workshop manual is followed, the technician can't go wrong.

[gregozedobe]

wot e said ^

I wouldn't be worried if they are simply replacing the mechatronic or the whole unit. If they were delving inside the casing/s and messing with the gubbins inside I'd be concerned.

[geojack555]

Anway let me see what VW can do for me. It is really frustrating to see such a replacement with in 5 months. The whole idea of buying a new car is to trouble free for atleast 2-3 years...That is not happening in my case

[cktsi]

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.

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..

Its unfortunate their updates are so poor. But you know the only one who will really look after you is you. So chase them up. I found i had to chase up a lot.

Some of it is the individual. If they are not so busy or have good work ethic they will call you.

They like to stone wall such requests but see if you can talk to the mechanic.

Another tactic is talk to the service manager as they either will update you personally or get someone to deal with you so they dont have to.

As for the loaner its life but sometimes they get so booked out they genuinely run out of cars. Goes to show how many issues they deal with i suppose. I have heard once or twice then say that a loaner is in the smash repairs

Sometimes they can do a better job than factory. I had rattle at low rpm that sounded like the exhaust was going to fall off. When they replaced one fuel injector they had to decouple the supercharger and other bits. Since then i get no more exhaust rattle (or whatever it was).

You know your car and will know if they have done a good job pretty quickly. In the same job the blow off valve got damaged and i had a squirrel noise. I got them to fix that and since then no real problems(except for the odd fuel belch)

I had a friend with a mk5 jetta who had dsg replaced and it runs fine. You should be ok. Good luck

[Maverick]

Anway let me see what VW can do for me. It is really frustrating to see such a replacement with in 5 months. The whole idea of buying a new car is to trouble free for atleast 2-3 years...That is not happening in my case

I think you have unrealistic expectations if that's what you believe, many people will have years of trouble free motoring and some will have problems which is unfortunately what you're experiencing.

If the car was trouble free for 3 years for everyone VW wouldn't bother offering a warranty.

[Maverick]

As for the loaner its life but sometimes they get so booked out they genuinely run out of cars. Goes to show how many issues they deal with i suppose. I have heard once or twice then say that a loaner is in the smash repairs

By issues I assume that you meant to say "servicing" because that is what the loan cars are used for and they only have limited numbers so they can be booked out 4-6 weeks in advance.

Unless you're a premium brand like Lexus you can't afford to have loan cars sitting around on the off chance that someone who purchased a car from most likely another dealer requires one because their car broke down. VW won't cover the cost of a loan car AFAIK so is the dealer supposed to fund it from their own pocket?

I'd rather keep the cost of the car down and maintain a relationship with the one dealer so hopefully they would help me out if this occurred. But if they didn't and I needed a car I'd just hire one for the period.

[geojack555]

That shouldnt be the case as they should have atleast one spare car for emergencies, especailly when they take 1-2 weeks to fix something. Just coz of this, I would be spending additional money from my pocket along with paying the EMI for the new car which is waiting to get repaired. So in actual fact, I am paying for the new car for nothing (as i cant use it) and also need to pay extra for my transportation!