HELP
After more than 1 month after getting the car tested they have come back to me and declind my goodwill claim mind you this has been going on for 4 months now they didn't even have the decency to ring bunch of idiots they are i will be taking this further now. Is anyone in the same situation as i will be going to a current affair and probably a lawers for class action. Car is 2018 model extended warranty ran out last year in july 80.000ks always serviced at vw fairfield but ladt srrvice was done at volkshome due to me needing to go overseas and they couldn't fit me in time. This was there response.

Firstly, please accept our sincerest apologies for the delays in responding, and thank you for your continued patience throughout this process.

At Volkswagen Australia, we take our customers' satisfaction seriously and always aim to maintain a high level of quality and care.

In situations involving component failure outside the factory warranty period, Volkswagen Australia evaluates the reported issue in conjunction with a confirmed diagnosis from an authorised Volkswagen dealership. Assistance may be considered on a case-by-case basis, taking into account factors such as vehicle age, mileage, ownership, service history, and the nature of the fault.

After careful consideration of these criteria, we regret to inform you that we are unable to meet your expectations regarding assistance with the vehicle repair based on the findings and recommendations of our team.

However, please rest assured that the details of your experience have been shared with our team and recorded in our customer database under Reference: 20250217-04313267.

We understand that this news may be disappointing, and once again, we offer our sincerest apologies for any inconvenience or frustration this may have caused.

Additionally, you may receive a survey shortly regarding the service I have provided. This survey is intended to gather feedback specifically on my performance and is not related to the dealer, roadside assistance, or any other external parties. I would greatly appreciate it if you could take a few moments to complete the survey, as your feedback helps both Skoda and myself to improve our services.

Thank you in advance for your time and valuable input. If you have any further questions or concerns, please do not hesitate to contact Volkswagen Australia Customer Care at the number below (Monday to Friday, 8 a.m. to 6 p.m. AEST), or feel free to respond directly to this email.

Kind regards,

Jennifer
Customer Experience Ambassador
VOLKSWAGEN Group Australia
Locked Bag 5333
Botany NSW 1455
Main: 1800 607 822