Customer care disappointments just keep coming

[Christine]

I can't believe the attitude of the VGA Customer Care Team. I recently had the misfortune of dealing with them regarding manufacturer fault issues with the DSG in my Passat. It was a horrible experience and I was hoping to never have to contact them again. BUT as things go with VW I am continually disappointed and the week after the car had been returned from Rockhampton Prestige, the very useless dealership who let me down back in 2010 when I first purchased the car, my husband lifted the bonnet to discover the Rockhampton Prestige mechanics had left the cap off the coolant reservoir. He immediately replaced the cap and drove the car to the dealership as he was nearby to show them what they'd done. There was still a water mark on the ledge under the bonnet where the cap had been sitting so it was easy for him to show them what he'd found. They gave him their typical "you get that attitude" and that was that. They knew when we presented the car to them before Christmas to have the repairs done under a VW goodwill request that we hadn't been happy with their service in the past and had stopped going to them due to their previous pathetic service and here they are nearly six years later still as pathetic, can't even replace the cap on the coolant before they hand the car back. Do these people go out of their way to give me something to whinge about??
So once again we hope to never have to return to Rockhampton Prestige and feel sorry for anyone thinking of going there in the future.
I wanted to let the people at VGA know of my experience so I emailed Volkswagen assist and made a complaint about the dealership. Initially I didn't hear back and wasn't really surprised but today I have received a reply. Here's how it reads:Thank you for your email and please accept our apology for the delay in responding.
Please be advised that your feedback has been recorded on your Volkswagen account should there be any issues resulting from the incident. For future reference your feedback has been recorded under Case ID 1162558, should you need to refer back to it at a later date.
Thank you for contacting Volkswagen Group Australia.
Not a word about how sorry they are, nothing about we strive to provide quality service, nothing???!!! The only apology is for the delay in responding to the email, what that?? I can only assume they get so many of these complaints they just file them as a normal occurrence. Certainly didn't raise any eye brows like I'd hoped.
Last time I was on this forum I was accused of being negative towards VW and pretty much told off for being so. To those I've offended with my continued negativity, too bad. I am just spreading the word based purely on my own experience AS A VW CUSTOMER. And I haven't changed my attitude, the Passat was the first and will be the LAST VW I will ever own. Not because it's a bad car but because of the total lack of care from the dealership or VGA, they're certainly not looking for return business and don't seem to care one bit about word of mouth, one of the strongest forms of marketing there is.

[booba]

You need to complain to your computer manufacturer as well, they need to fix your 'enter' key as it appears faulty.

[Tuan]

It's true...

They really don't care.

[ope126]

Welcome back to the forum Christine!!!

I always thought you'd be back!

[Umai Naa!!]

My only question is, what do you expect them to do?

[Bamish1000]

My only question is, what do you expect them to do?

At least check the cooling system for air and top up if required.

[Umai Naa!!]

Besides the obvious

[Eaglehawk]

An apology from the service manager...

...free next service for almost killing your car...

[Christine]

My only question is, what do you expect them to do?

Show some concern, give an indication that maybe they do care???
I'm sure my mechanic would be horrified if he made a mistake like that.
You don't think not replacing the coolant cap matters? Glad you're not looking after my car.

[Christine]

You need to complain to your computer manufacturer as well, they need to fix your 'enter' key as it appears faulty.

From your response I'm guessing you work for VW too.