Hi guys,

I'm not sure if I am posting in the right section. Admins, please feel free to move this thread to the appropriate section!

I have recently picked up my new Polo GTI (see signature). However, as it was a sunny day, I saw that the entire paint was covered in those very fine circular scratches, also called spider webbing.

I pointed this out to the salesperson before handing over the bank cheque, and I said this needed to be rectified. He agreed, and in the delivery check list (which I had to sign) we did NOT tick off paintwork as being ok.

As it was a Saturday and their paint guys weren't there, we made an appointment for me to come to the dealership one more time (140km from where I live) on a weekday. When I got there it was cloudy and rainy so the scratches were not visible. They also didn't want to do anything as it "had to go through the proper warranty channels". I was annoyed as I had been promised that this issue would be fixed on that day and I had just driven 2h to get there.

In the end, the service manager promised me he would follow this up with some "higher-ups" in Melbourne. He was in contact with me during the last few days and told me that one of the Melbourne VW people would contact me and come to view the paintwork at my address. He also said that a proper cut-and-polish would probably fix this as it was most likely on the surface of the clear coat.

Yesterday however, I received an email which - indirectly - told me they wouldn't do anything about this. Upon calling the service manager today he explained that the dealer principal as well as some higher-up warranty guy had said that this was not covered by their warranty - only deeper scratches, dents, etc. and that this matter was herewith "resolved", as all their new cars came in this condition.

Now as you all can imagine, I feel tricked and angry!

My questions:

  • Has anyone else been sold a new VW with fine scratches? If yes, what have you done about it?
  • Are they right, claiming that this is not covered by warranty?
  • If I have a claim, would I be able to get it done at a local VW dealership? I obviously don't want to drive there again.


I have spoken to a detailing company and they know of spider webbing. Their professional treatment which would remove the spider webbing costs almost $500 - which I obviously don't want to have to pay out of my own pocket!

Please let me know if you need more details. Any constructive advice would be greatly appreciated!

Thanks!