VW Australia need to change

[Big_M]

I've been to a couple of VW dealers for spares. I've found both I've had dealings with to be great.

They have looked up p/n's for me, even some obscure numbers. Checked out options from overseas for items not standard fitment to our cars and ordered items for me with never any negativity no matter if it was just a bolt from Syd or trim items from Germany.

The guys on the Gold Coast would have to be slightly ahead with the guys at Kedron a close second.

Asking for the VIN just helps them make sure they get the right part for the car. BMW do the same. I know can seem silly for items like wiper blades etc.

As for the sales staff, not had any dealings with them so cannot comment on that one.

[rob64981]

I am all for naming and shaming the bad guys but,

Could we not have a list of the good guys people have used so we know who to look for if we go in a particular dealership?

It could save us thousands and more in heartache....

Rob

[ConR]

I agree with that. Gives credit where credit is due, and avoids having to point out the poor ones.

[gecko2k]

I agree with that. Gives credit where credit is due, and avoids having to point out the poor ones.

That's more then fair for both sides!

+1

[brimway]

That's more then fair for both sides!

+1

Fair, maybe, but read the first post, I have not named the dealer I am whinging about.

[Shepp]

Well VAG took the cake today. Tomorrow will click over three weeks since my car died. Four weeks old, 221km on clock on I have only had it for one week. After not getting a phone call back on Monday (as promised by VW Customer Care) I chased with and email and phone call today. The lady at VW Customer care showed there is no Care or concern for the Customer. They dont even consider someone who buys a VW their customer. In a nutshell:

VW Assist, I was advised is not part of VW but outsourced. Last I checked, it didnt matter if you outsource or contract an activity, it is still your responsibility VW. They take no responsibility for it. I said I phoned VW Assist and they arranged for my car to be towed three weeks ago... so it is, as far as I am concerned in VW's possession.

When I asked about them getting their dealers to fix it - they said that dealers were independent and they could do nothinig about it- - I needed to take it up with the dealer.

When I said I had a right under the ACCC Consumer Laws to a new vehicle - she said my purchase agreement was with the dealer I purchased it from - and VAG did not care... it was my option to do so. She had no care for her brand.

When the Customer Care lady advised me my car was on a truck to the other dealer on Friday... made out she was helping me, it was Patricks that arranged it. VW did nothing. She told me she would take control of it and she would be my central point of contact. She had no idea today where my car was. I found out it is still in Tamworth... hasnt gone anywhere (to this time she has no idea where it is, it was only through my own investigations that I discovered this). Was to go today to Port Mac, but carrier company had truck problems so it will go (hopefully) Thursday.

This woman at VW Customer Care showed no care, no compassion. Basically VW have no responsibility was her attitude. VW Assist is not them, they have a Customer Care centre but dont consider us customers, and I now have to, if I wish take out legal action against the dealer that sold it, the dealer that couldnt fix it and everyone else in between if I want to do so legally. It would be easy to nail jelly to a wall.

This is really bad sh$#t. I think I will avoid the legal and go to Current Affair or John Laws if it is not sorted by Friday...

Sorry for the rant guys... I am just so peeved. If anyone from VAG reads this, call me if you care. Your staff dont seem to care and will not lett me talk to anyone with authority at VAG. I have the LEMON stickers for it when it comes back and if it doesnt get sorted out soon I will put my issue on every BLOG I can find.

I took delivery of my FSI 3.6 pearl white MY 12.5 three weeks ago. (tailgate, sports pack, sat nav, visibility pack, tow pack) I had it for a week and it failed to start... lots of warning lights, no action. It was towed away on a flat bed to local dealer. Sat there a whole day with no one looking at it. The next day I had lots of phone calls from Dealer Principal.... blaming the tow bar wiring. Then that afternoon from the service manager enquiring if NRMA tried to jump start it as they think it may have had an electrical spike, but really uncertain what the issue was. The next few days more calls pointing fingers - but no resolution.

This went on for a week. Issue blamed on Patricks Autocare (the guys who ship the cars from Germany and to the dealers) who delivered the car on behalf of another dealer as local dealer would not serve me when I went in to buy.

It was then obvious they couldn't fix it (service manager could not tell me if it would be a week or a month before it would be back on the road), so the dealer I purchased it from and Patricks started arranging to have it go to a dealer with more knowledge and experience. Basically as the problem was being blamed on Patricks and dealer was billing them direct as they claimed it was not a warranty issue (yet it went OK for two weeks???). Two weeks later, it is still waiting to go to the other dealer (I live in regional NSW and next dealer is 3 hours away). Then I find out that local dealer will not release my car until Patricks pay the bill. Not certain under what law it is legal to hold one person's car for another's debt?

I emailed the dealer and copied Anke Koekler and VW Assist in. Dealer responded stating that all he was trying to do was the right thing by me, not wanting to incovenience me. What planet is this guy on? This means it has now missed the truck for a week.

20 hours later I have no response from VW - VERY DISSAPOINTING. Patricks have in good faith now paid the bill and this afternoon hired me a car (a crappy Mitsubishi Outlander - but at least I can get around). It could be another two to three weeks before I get it back... Why is it that Patricks are the only ones that have financially assisted me in this? Do VW not care that a customer has a $70k car, one week old, 200km on the clock and it cannot seem to be fixed and will be off the road for over a month - at best.

I took a really long time to buy this car, it is the most expensive I have owned. Now I have nothing but a bad experience and no car.

Worst decision of my life. VW should come clean with a new car or at least financial compensation. Fantastic car for the one week I had it in my possession!

Update - Since I originally posted this.... VW Assist had the email for two days, when I phoned on Friday (two weeks and two days after my VW failed to come to life) they just happened to be talking to the dealer who could not fix it. Friday Noon it was on a truck to Port Macquarie to a dealer to another attempt to repair. I have now been advised it is being managed by VW Customer Care. How come it took so long to "Care" care about my situation, and what is going to be done about my two (soon to be three) weeks of juggling cars? When I phone VW Assist when it first failed, and they contacted NRMA - why did it not stay in the system and they track it then?

Not good enough VW Australia. The car has failed, VW Assist has failed to Assist, VW has failed to ensure dealers are properly trained.

I will keep you all posted. In the mean time I have a jet ski in the garage I cannot tow to the water (and winter is coming fast) and a kayak I cannot transport to the water either....

---------- Post added at 09:26 PM ---------- Previous post was at 09:25 PM ----------

Agree Rob.

[Big_M]

Man that does suck. Don't envy your situation at all. I do hope it all works out in your favour, sooner rather than later.

[gecko2k]

Fair, maybe, but read the first post, I have not named the dealer I am whinging about.

Not pointing a finger at you mate. Also didn't intend to. More like a thread with positive dealer experiences would be handy...

[brimway]

Not pointing a finger at you mate. Also didn't intend to. More like a thread with positive dealer experiences would be handy...

No probs mate, I didn't take it that way. The reason I didn't name the dealer is because others may have a bette time than I did and the dealer doesn't have the right of reply.

But, having said that, I will let any forum member know who it is if they PM me.

There is another thread that quotes positive experiences ......

http://www.vwwatercooled.org.au/forums/f112/ive-had-no-issues-thread-69908.html

[jameshero]

essendon VW is the closest to where i live, and dealing with them was just... well, it was a complete waste of my time

this reminded me that last June I went to Essendon VW. Asked if I could have a look at a Golf, the 'salesperson' gave me a price list and then he just walked away... He didn't offer any information on the car, I wasn't offered a test drive and he didn't even give me the brochure with the model specs. 20 minutes with a customer was obviously not worth a $35000 sale... Bayford VW, Epping was much better