Dealer Issues

[mel_rob]

Hi, as this is my second only post, im not quite sure if this fits here. Sorry, feel free to bump or move it please. Just wanted to some advice. We bought a new Tiguan- MY11 model. Waited for 3 months...so relieved when we finally got it. But... got it home and... Boot scuff marks inside one door. Scratches all over the back of the car (boot area- maybe where reverse cameras installed???). Bubbles in the tint. And general poor attention to detail- ie, clock not set, poor detailing of the car + 40km already on the car. Sorry if you think im being picky, but at $43 k+, i think i deserve to expect a little more. Rang the dealer, they said bring it out. Another car trip. They said ok, we will fix it. They arranged a car for me to have. 2 days later, they came to drop the car off when said i wouldnt be home. Grrr. We went and picked car up. Scratches all still there despite being told it was detailed. My husband was livid. The salesman, well all he said was..."its still a good car." Not the point. Got home to me. Noticed next day that the tint they replaced- well they scratched the crap out of the window- at least 6 deep scratches on the window that you could feel with your finger, + one other window with bubble in it (and hair inside that). Rang again... Back in this week for window replacement, tint replace and to be detailed. Yes, they have given us a replace car but its so inconvenient pulling car seats in and out all the time.
So...waiting for the car to come back today. Not sure what to expect. I feel like we are just getting pushed and pulled around. We're so angry at the way we have been treated and brushed off. We get no communication with Barloworld. I dont know if id get anywhere if i complained to head office. The whole experience has been a nightmare. Sure, they say they are fixing it this time, but never would we buy from that dealer again and its put a whole dampener on the VW experience. If they offered a free service, or anything, then maybe that would encourage out return. But nup, they didnt even bother to fill our tank which they had used running to and from the tint place.
Anyone got any suggestions, or just think i should stop complaining. Sorry, and thanks for listening.
Mel

[Passat CC]

That's disgraceful! You didn't notice these problems when you took delivery of the vehicle? Ring Volkswagen Australia and write them a complaint that's unacceptable and keep complaining till you get what you paid for.

[team_v]

Write to the dealer principle with your grievences.
If they won't look after you then contact the VW Australia or possibly the ACCC.
They should be accomoidating your requests as you expect the car to be delivered in perfect condition (40km is near enough to new, i wouldn't bother with that)

Alternatively talk to another dealer to see what may be done to resolve the issues you are having.
Hopefully one of our friendly dealers on the site can let you know what the best process for recourse is.

[mel_rob]

Thanks guys. We just feel like we could take the car back and forget it all. Love the car but...! Guess i have to get a letter ready and penned, i just dont want to be disappointed to get no response, or just a casual sorry for your troubles.
Yep, didnt notice the scratches til i parked out the front of the house from picking it up. One is inside the door- back seat, and the other ones on the boot. Neither with the tint. I think we just expected it to be perfect, i think thats what most of us would assume, and we were elated to finally...get the car.
Thanks again. After reading through a few threads and googling Barloword Macot, seems like we arent the only people who have had issues.

[mikinoz]

Welcome.

Sorry to hear that you have had some issues.

You should have a pre-delivery checklist in the car when you purchase it and all of the boxes should be checked to say the checks have been complete. You personally should inspect the car prior to taking it from the dealer to ensure that the issues that may be present and visiable are noted before you leave.

Unfortunately you may have had a bad run, and I must say it is a lottery to buying a car with many variables ie. sales person, dealer principle etc.

I think it is only fair to let the dealer principle hear from you before you escalate it to VWA. Then if you are not satisfied go to VWA with a complaint.

The worst thing you can do is give the impression that you are emotional, be pragmatic and use the position that you are 'disapppointed in the brand experience' 'would not refer a friend' 'if unable to resolve it promptly and professionally, will have to contact the media'.

Best of luck.