Misdiagnosis by dealer - what next?

[buzuki]

Its hard to flame a dealer for misdiagnosis when you yet to have it properly diagnosed/repaired elsewhere. When your problem is fixed and it wasnt the cv then go ahead and complain.

[Transporter]

Its hard to flame a dealer for misdiagnosis when you yet to have it properly diagnosed/repaired elsewhere. When your problem is fixed and it wasnt the cv then go ahead and complain.

That's the right advice.
After you prove that the dealer diagnose was incorrect, then you have more grounds to stand on, but again you had aftermarket components fitted, so they could use that as an excuse, since you've changed the original product's (your car) specifications.

It would be all different if the car was stock standard.

I'm not saying that the following should apply to your case but,
IMO, the correct way to diagnose the car that was modified, is, to return it into the original condition (undo the modifications) and then diagnose the car.

[kaanage]

Its hard to flame a dealer for misdiagnosis when you yet to have it properly diagnosed/repaired elsewhere. When your problem is fixed and it wasnt the cv then go ahead and complain.

That's why I'm not naming/blaming/flaming..yet. (ok a bit of blaming but not very damaging without the naming)

And it'd be nice if the dealer service staff were able to call me back in the 4 business hours after I contacted them so I can ask what they will do if I get the engine mount changed at my own expense and it fixes the problem.

That's the right advice.
After you prove that the dealer diagnose was incorrect, then you have more grounds to stand on, but again you had aftermarket components fitted, so they could use that as an excuse, since you've changed the original product's (your car) specifications.

It would be all different if the car was stock standard.

I'm not saying that the following should apply to your case but,
IMO, the correct way to diagnose the car that was modified, is, to return it into the original condition (undo the modifications) and then diagnose the car.

I'm just disappointed that I've had to pay for what seems likely to be a misdiagnosis on a car that is still technically under warranty. I'll also ask them if they will fix the car under warranty if I get the cup kit (just a set of springs and matched dampers, in any case) changed back to stock.

I also find it hard to imagine how a cup kit can damage either an engine mount or a CV joint

[The_Hawk]

I'll also ask them if they will fix the car under warranty if I get the cup kit (just a set of springs and matched dampers, in any case) changed back to stock.

I also find it hard to imagine how a cup kit can damage either an engine mount or a CV joint

Probably not since they know it's been changed. Modification + factory warranty can always bit pain. Some dealers will play very nice, espdecially if you tell them what you are doing upfront, it can be a good idea to talk to your local dealer before any upgrades so you know what they are going to cover and not. I have even heard tell that some will do the upgrades for you AND cover them under warranty... although YMMV.

*Technically* they have to be able to draw a line from what is non standard to what has caused the problem to deny a claim, and while I'm not saying they are maliciously trying to weasel out of cover, since they have to do the work the default answer can always be "sorry not covered" and many people will likely just wear it.


Bottom line, go talk to them. Ask if they can list which components they wont cover (and why) as well as discuss your own findings and concerns. Keep some detailed notes about who/when/where and if you are still not happy with the outcome try elsewhere or use that information to raise the issue to a higher power.

[Ben J]

Change to stock suspension and take it to another dealer, get it fixed under warrenty, go back to first dealer and show that you've had it fixed (don't mention under warrenty at another dealer) and that their original diagnosis was wrong and ask for money back? Depends what it's going to cost you to fix if it will be worth the effort. Working in a dealership (albeit parts, not in service) I do hear about much smaller things they void warrentys for. Like finding grass lodged up in places there shouldnt be grass unless the car was taken off road.... for 4 wheel drives and such.

[kaanage]

I have even heard tell that some will do the upgrades for you AND cover them under warranty... although YMMV..

The dealer I bought the car from (not the dealer that I am dealing with now) said they wouldn't install non-VW parts but would warranty anything not affected by them. Unfortunately, they are a pain to get to.

*Technically* they have to be able to draw a line from what is non standard to what has caused the problem to deny a claim, and while I'm not saying they are maliciously trying to weasel out of cover, since they have to do the work the default answer can always be "sorry not covered" and many people will likely just wear it.

The current dealer told me today that the car is basically totally out of warranty (maybe not electrics but then again, I have an aftermarket radio ) as it has been modified from standard.

I'm getting my mechanic to go ahead with the engine mount replacement and then IF that fixes the noise, THEN I'll be demanding the diagnosis fee to be refunded.

[buzuki]

They cant void your whole warranty That dealer is pullin your leg. And its not their decision.

Id say 50% of the cars I see at work have had some form of modification. All they have to do is use their head.

Sucks to be in your position, and I do hope you get it fixxed correctly

[kaanage]

I've lost any hope of getting any satisfaction from this dealer. The service manager is saying that all 9N3 Polos have weak cv joints and that the only solution if I intend to keep doing any track days is to get stronger BRASS cv joints by vw racing from o/s. For some reason, I'm rather sceptical...

[Buller_Scott]

The service manager is saying that all 9N3 Polos have weak cv joints

well that sucks. i think it's taking the mickey to charge someone to diagnose an issue and then turn around and say "we're not honouring the warranty anymore because you're using superior springs and shock absorbers to the 1.4 polo club CRAP that the tdi's are fitted with from factory".

i just did a cursory read through some of the older 9n3 forum threads, and even JMAC says " Mate im looking at Polos with over 90K now regularly and the boots are all sound. warranty unless its found to have a foreign object cause the split. ", not that it sounds like the CV joints are rooted in the first place - noob question, but is it possible for them to diagnose a rooted CV joint without observing that the boot's split / grease is leaking out from inside the boot?

man, i feel for you, greg. i hope you get it sorted.

[kaanage]

Well after some mucking around with engine mounts (which has reduced the noise), we now think there is excessive backlash in the differential. It's only a very small amount but it is noticable when the car is off the ground, in neutral and the wheels are turned backwards and forwards by hand.

The noise presents itself with either wheel being turned and before the opposite wheel begins turning so it certainly isn't the CV joints as diagnosed by the dealer. I guess my option now is to revert the car to be as stock as possible and try another dealer (before naming/shaming the a$$holes that misdiagnosed my car and who seem hellbent on avoiding warranty work)