Getting Screwed over by VGA

[nat225]

I wonder if car manufacturers read forums?

In this day and age, a savy customer would no doubt trawl through forums considering other consumers experiences. I think fortunately or unfortunately, in this day and age customer service in paramount. Social media and forums like this can have a real influence.

I understand that not all complaints have merit but i think you can still give a customer bad news but make the experience palatable.

not many who work in a cars company are cars enthusiasts, lot of people do their work to keep their banks happy



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[bombsquad21]

My experience with VWA has been one of the poorest customer service experiences I've ever had. Candidly an anonymous VW service tech reiterated that VWA are somewhat famous for their rudeness and ineptitude. My personal experience obviously, feel free to PM me for details!

[bombsquad21]

Hi All,

Thought i would join this forum in hopes that someone can provide a little bit of advice on the issues that I have had with VGA.

Please see link to full story.




Vibration/Clutch Issues

Any help much appreciated.

Josh, do you mind PMing me with the name of your case manager, mine also wreaked of smugness. I was irate by the end of our first encounter. I was going to possibly let it slide, but maybe not?

[sVWatt]

Contacts;

Rita Hamzey
Customer Service Team Leader - Aftersales at Volkswagen Group Australia
Sydney, AustraliaAutomotive

Or
Wayne Taynton
Executive Director at Bayford Group
Melbourne, AustraliaAutomotive
He was pretty good and fixed up a single VWA issue I had.

Or
Ben Wilks
General Manager Marketing at Volkswagen Group Australia
Sydney, AustraliaAutomotive

Ben stakes his career on "My key objective is the increased engagement of consumers with Volkswagen Commercial Vehicles by ensuring a competitive product range and thoughtful, relevant communications that give substance to our brand values."

Maybe get some clarity from Ben on just what those brand values are...

[Snail Style]

I'd just like to point one thing out to the misguided concept that dealers want to avoid doing warranty work...

The labour rate is actually higher one warranty jobs(ie. the dealer makes more money on them than the same job if a customer were paying). Therefore there really is no incentive for a dealer to turn away a job.

HOWEVER, if the job isn't within warranty guidelines(like muddies on your rok) then they will most likely knock it back and likely tell you to contact customer care if you like. Reasons for this are because if it does get carried out, and later investigated, then the fault is deemed to be out of guidelines then the dealer will have to repay the warranty cost of the job and a percentage of ALL warranty jobs carried out. Just think about how much that will add back up to...

They tell you to contact customer care, because if they get involved and pull some strings(which does happen) then they are covered from having to repay due to any warranty issues.

[Transporter]

Yes, I 100% agree with you. I can't see how any business would want to turn the jobs away.

Many posters in this thread should really think twice before judging when hearing the one sided story only, without even seeing the car.
I certainly wouldn't want them (and similar) to be on a jury duty (not even have a common sense).
It just tells a lot about the validity of the complaints in the internet forums. But hey, why I'm so surprised, when we here the Fairfax saying a women was killed by Golf GTI DSG transmission, while she was driving a manual car, the coroner took 2 years to figure out that the truck driver wasn't at fault because she was on the phone when the truck run over her car from behind on a highway? Two years to find out that, really?

[Buller_Scott]

My experience with VWA has been one of the poorest customer service experiences I've ever had. Candidly an anonymous VW service tech reiterated that VWA are somewhat famous for their rudeness and ineptitude. My personal experience obviously, feel free to PM me for details!

your experience, as a customer and end-user, should be questioned - it doesnt matter how you feel as someone who has been treated poorly/ have come away upset - there are those out there who will tell you that they havent seen your car nor heard the other side of the story, and pending that, we should take the fact that you feel worse for wear as a result of dealing with VWA,with a grain of salt...

... apparently.

[gldgti]

Yes, I 100% agree with you. I can't see how any business would want to turn the jobs away.

Many posters in this thread should really think twice before judging when hearing the one sided story only, without even seeing the car.
I certainly wouldn't want them (and similar) to be on a jury duty (not even have a common sense).
It just tells a lot about the validity of the complaints in the internet forums. But hey, why I'm so surprised, when we here the Fairfax saying a women was killed by Golf GTI DSG transmission, while she was driving a manual car, the coroner took 2 years to figure out that the truck driver wasn't at fault because she was on the phone when the truck run over her car from behind on a highway? Two years to find out that, really?

I hear you, and thats valid. What I dont get is the way VGA is dealing with the customer, not the dealer.

[bombsquad21]

your experience, as a customer and end-user, should be questioned - it doesnt matter how you feel as someone who has been treated poorly/ have come away upset - there are those out there who will tell you that they havent seen your car nor heard the other side of the story, and pending that, we should take the fact that you feel worse for wear as a result of dealing with VWA,with a grain of salt...

... apparently.

Your 100% right! cause I was actually wrong about something I had taken issue with and I it took the dealer and VWA to clarify for me. What it didn't need to take was 10 days, being hung up on, being talked over and being called a liar. I never swore or acted aggressively. Customer service is the act of proving information, I was seeking information. All I got was attitude and a reminder that I would never again venture down that road. Looks like the OP is in a similar boat, albeit with much higher stakes!

[brad]

not many who work in a cars company are cars enthusiasts, lot of people do their work to keep their banks happy

Very true.

When i worked in the automotive industry, the last thing I waned to do when i got home was talk about cars or modding or anything automotive. I was so "over" mptor vehicles I even bought a new car so I could minimise interaction with my car. It was only after I'd moved over to aircraft for a few years that I got back into cars as a hobby again.