I just called VW customer services in Milton keynes expecting to have a civil conversation. Unfortunatley the person I spoke to wanted to tell me forceably "that is the way we do it- and I am telling you". She told me that VW was not interested in how its competitors did things - they are VW.
I am left stunned; have I been unlucky or anyone else had the same experience?
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I could really go to town on this thread but will try to remain calm and be brief!
I have been in touch with VW Customer Services since last Septemberish about the standard of treatment I received from 2 of its dealers, in a nutshell I bought a '99 Sharan from a non VW garage on the basis that it would receive the 60K service by the local VW agent to ensure the warranty was valid for the remaining 15 months. This was done but there were several service items not completed properly which I thought I managed to sort out before collecting the car. A few months later the A/C failed and my local VW dealer claimed it would not be covered by the warranty because the pipes had been damaged - and had either been overlooked by or caused by the 60K service. Eventually the first dealer agreed to carry out the work at their own expense involving a trip of 300 miles and a day off work in June last year. When collecting the car they then claimed it was covered by the warranty but could not tell me why and what the problem was!
As the dealer was failing to reply to letters and phone calls I took it up with Customer Services who carried out an investigation, and last month I eventually received a letter from the dealer explaining that the seals were faulty and a detailed explanantion of how this was discovered. Now call me cynical but surely they could have done this when I collected the car, but that's another issue..........
I really don't think that the Customer Services people have any real teeth or that VW care about the poor standards that some dealers have, I eventually wrote to the Chief Executive of VW UK and he simply referred it back to Customer Services.
I hope that someone can come up with a positive expeience!
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These Customer Services Centres reckon that about 99% of genuine grievances are settled amicably and about 1% aren't. That leaves a very vociferous 1%, plus an equally vociferous number of people who either did not have a genuine grievance or were asking for something ridiculous. The problem comes in judging what is a reasonable complaint and what isn't. You cant please all of the people all of the time.
HJ
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HJ,
I think I fit into the 1% that were not satisfactorily resolved, but you may not agree. VW Customer Services agreed that the standard of service that I received was not acceptable and were very apologetic, however the dealer concerned with the service has not apologised and in addition to his explanation about the A/C fault gave an answer about what was included in the 60K service that was in conflict with the VW service schedule. I wrote back at the beginning of the year and have still not received a reply. Whatever the the situation it is (in my view) not only discourteous but unacceptable to just ignore my concerns. I am sure that if I contact Customer services they will apologise again but this clearly doesn't improve the service from the dealer.
It doesn't help that the dealer is not local, otherwise I would be able to call in to deal with them face to face, my local dealer is no better and I am having to use another dealer nearly 40 miles away, however they have given an excellent service.
A full explanantion at the outset would have saved a lot of hassle.
Rob S
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Perhaps it's a symptom of the growing sense of security which the dealers feel about the impotence of the independent sector - ie. restricting access to technical data, error codes etc. to 'authorised ' repairers only. My local independent VW outfit say they can only undertake certain jobs on the later models by purchasing additional diagnostic equipment from, guess, you know who ( at an outrageous price, too ).
Volkswagenwerk GMBH seem to be doing rather nicely out of this state of affairs, judging by the Airbus A320 corporate jet which is based at Braunshweig......
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The problems above aren't restricted to VW. When the cam-belt went on the Fiat at 18 months (36000 miles or thereabouts), the local Fiat franchise repaired the engine but didn't set the timing correctly, resulting in sluggish performance.
It took a great deal of hassle to get them to admit that there was a problem with the car at all. When they checked the timing, lo and behold it was set incorrectly. No apology.
In order to afford the average house price of 100K most couples and families need two incomes. We simply don't have the time for 40 to 80 mile round-trips to a dealership who's bothered about customer service.
Both Mill Garages (VW) in Sunderland, and the VW garage in Portsmouth have been very good.
Reg Vardy (Fiat) on Sunderland's Wessington Way is far from good.
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arh, and i have just got myself a newish VW, hope they are decent enough down here in Kent!!!!
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VW & Audi customer services are supplied by outside contractors. Nuff said!
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HJ
I understand that, maybe I should have added a few more details of why I called them. My wife lost the primary key to her Golf - which is 4 yrs old and bought (new) from and serviced by the local VW dealer. When I called the dealer to get a new spare I was told that it would require 2 separate visits (Mon to fri only) to the dealer with the car - and the second visit means leaving the car there for 1/2 day. For us this is quite inconveient as we have 2 very small children - lots of hassle. To get a replacement key for my mercedes involves one phone call - give the chassis number and then call in to collect the key.
the reason I called VW was to give them the customer input that this seemed a long winded method not designed with the customer in mind. I understood the need for security but why 2 visits and why not some flexibility if security is not an issue (in this case the dealer knows who we are). I did not expect to get an answer or have our immediate problem solved but I did expect them to listen and note the difference between how they did things vs their competitors. What I was not expecting was the arrogant "we are VW and we don't care what our competition does" and " I am telling you" this is the way it is. Zero interest in listening.
At least I know where I stand if we have any more serious issues.
I was thinking Golf Mk 5 as a replacement in 2 yrs time but I am not so sure now.
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When I had a problem they couldn't be less interested. I will never buy another VW.
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Strange how their attitude changes as soon as you've parted with your hard
earned cash. I'm going to start looking for a "Naming and Shaming" website.
There must be somewhere that the consumer can air their grievances and
shame some of these people into supplying a decent service to the public?
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Well said Sam! Let us know if you find one. In any case, the Back Room should also be compulsory reading for all car manufacturers' customer service departments, whether contracted out or not, and whether they like it or not.
I suspect that they are "closet" readers in any case, but are too ashamed to admit it .... I wouldn't mind betting that VW's CSD is very well aware of this thread.
"Come on out, guys, it's no good being in denial"
Ronnie
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Ronnie,
I had wondered if there are ever any "important" lurkers here. Perhaps the Top Gear team after a bad program? We know HJ sees the Driven crew so I guess they would look in.
Obviously New Labour are running the spyware to keep an eye on Bogush but I wonder who else??
David
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We have had Audis and VW's for years but I am getting increasingly disillusioned by the couldn't care less attitudes and the "we're VW (or Audi) and what we say is right" approach - very reminiscent of the arrogance displayed by BMW dealers.
Trouble is - what else to buy? I am at the stage where ANYONE who gives half decent service is likely to get my business.
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I started this thread and if VW is aware of it and wants to talk to me direct about it then its fine by me. To answer your question who gives consistently better service my answer is MB.
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I'm trying very hard to get VW itself to look at this thread.
HJ
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HJ,
Ask for Karen Toomer, she is the Customer Care Manager - she'll probably remember me!
I've just written to the retailer who is ignoring me yet again and won't tell me what should have been carried out in my service. Maybe I should just give it up but they have been very misleading and should admit to it.
Rob S
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David
I wouldn't be atall surprised.
Bogush is probably n
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I have never understood the reverence with which some hold VAG products.
My experience has been of very expensive repairs, and quite a few of them, difficulty with parts supply and, yes, in my limited experience a very arrogant dealership network.
I seem to recall JD Power had some pretty harsh things to say about VW a couple of years ago.
For my money I feel Ford now make a better product than VW, when considering all factors and with generally sensible costs.
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