Klosters (Newcastle) service botch

[duggy35]

Took my Polo 6R to Klosters Newcastle for its first proper service (15000 km) the other day.
Dropped it off at 10:15 and was told it would ready just after lunch. I return at 2:30, having not received a message it was ready. When I arrived to pick up my serviced car I was told the key had been lost!

I waited for about an hour whilst a search was done (so they say) at which point I started to ask more questions. It was only at this point I figured out the service had not even been done!

Several points:

1. The service was booked for 10:30, so the key would've been lost between 10:15 and 10:30. I wasn't told when it was lost, I had to figure it out. The key was missing for 4 hours before I found out. Time I could've spent getting the spare key.

2. My car spent most of the day unattended in the yard with the key unaccounted for.

3. There is no way for the service department to know who had moved my car or had the key at any point. Keys aren't tracked whilst in service.

4. When you hand your key to the person behind the desk they label the key with the car rego so the various people know where it fits. If that key goes missing it has your rego on it! And your home address is on the service database!

To their credit they provided fuel for my wife to return home then drive back out to the dealer with the spare key, then back home again (70 km each way). They're forking out for a newkey as well. Three weeks from Germany though.

Just a warning for those who think their car is being cared for whilst at the dealer

[HaydEn]

My rents always had bad dealings with klosters.

[duggy35]

Never again. I'm dealing with Hunter VW in Maitland now and they've been very easy to deal with

[Umai Naa!!]

If one of your keys are still floating around out there, I'd be demanding a complete new lock set as well.

[duggy35]

They found the key on Friday. Turned out to be (or so they said) in one of the loan cars. So my key was in some car, driven by ??????? All the while my rego was labelled to it

[woofy]

Not so good, but some poor apprentice was probably behind it and was packing it the whole time. I've heard worse, a Mazda dealer up in QLD had an apprentice put the Ad blue in the fuel tank at a 5000km service and completely destroyed the cars drivetrain....I never caught up with the owner, but everyone said the dealer really should have just given them a brand new one and dealt with the wreck themselves. Hopefully they did.