I welcome your offer to help the VW community. It is part of what these forums are about....but it works both ways.
Whiist I no longer live in your part of the world I'm still an annual visitor. In the past, my experiences with your sales mob have been pretty good...in fact very helpful.
But your service guys (particularily) and the service area in general could learn a thing or three from a course in Customer Service 101. I won't be coming back to this part of your business in a hurry.
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