As someone else has mentioned, I've only had good experiences with my dealer, and I mean good. They've always been courteous, helpful and the best part is they actually try to solve any problem you might have. And they normally succeed! On the contrary, I know where VWA can start.

It's great that the new MD has recognised that without good customer service, VW will struggle with sales and people may opt for another similar priced car even though it may not be European. At the end of the day; there'll be no VW (or any other company for that matter) if there are no customers.