Volkswagen - Part VI

Ok, so I sent them this email -
I recently lodged a complaint regarding the warranty terms, and replacement of a turbo in my car. I today met with the Regional Service Manager (or whatever his designation is) and presented the details of my problem / complaint to him. He has now come back with an offer which I do not find to my satisfaction.
Please advise what my next avenue is for raising this issue?
Or do I have to now peruse a legal route?

Vehicle details -
VW PASSAT 2.0 TDI
Reg:- xxx 000 XX

The problem is with the reoccurring failure of the turbo, every time within a 12 month period, and the fact that VW seems to be trying to hide behind some small print - Which does not appear on your website, which can then be construed to be misleading - which implies that the warranty is only valid if the client paid for the parts. In this case, it has been a warranty replacement 3 times, and each time within 12 months. The fact that the client may, or may not have paid for the part is irrelevant as your Mission Statement on the internet, The VW Web Page, does not make any reference to the above terms and conditions.
In fact, the statement, which did occur on older statements / invoices issued by the dealership did include the statement, but has been removed from your invoices, so I cannot see how this can be referenced as a term and Condition, if it is not posted / printed / explained anywhere.
My car has once again been in the repair shop now for more then 4 weeks. Again due to VW not wanting to make a decision (based on it's warranty terms). I am not going to go away. I need be, I will get legal opinion, and will also look at the Consumer Protection Act, to discover where this issue is covered.

X Xaaaaa
xxx xxx xxxx

A very, very unhappy client.

And got this response - 
Dear Mr Xaaaaaa

Please see attached.

Best regards

Carol Petrus
Volkswagen Connect
Customer Interaction Centre

Tel: 0860 434 737
Email: support@vwconnect.co.za
Fax: +27 41 394 5170
(here is the contents of the attachment)
Dear Mr Xaaaaaaa
We refer to your e-mail received on 06 July 2011.
We have reviewed all previous correspondence and communication
regarding this matter and wish to comment as follows:
The previous two turbo charger repair costs (to the amount of R35 832.86 on
parts only) were covered as a gesture of goodwill.
Please note that any goodwill decision taken after the warranty has expired is
dependent on the merit of the situation and is at Volkswagen of South
Africa’s discretion.
Our Regional After-sales Manager, Mr Lutendo Mudau, has reviewed your
concern and due to the fact that the vehicle is out of warranty, we regret that
we are unable to cover the entire repair costs.
However, as a loyal customer and in light of your previous experience, we
will make a financial contribution of R13 595.16 inclusive of VAT toward the
cost of the turbo charger only.
This offer expires on 18 July 2011. Please notify the dealer of your
acceptance.
Any financial contribution after the warranty has expired is offered as a
gesture of goodwill and not is an admission of liability.
We trust that this will go a long way in restoring your trust in our commitment
to service excellence.
Best regards
Carol Petrus
Specialist: Customer Interaction Centre


So, this is my next response to them.


Dear Volkswagen
I refer to your web page - which is in the public domain, and therefore the VW "voice" to it's customers / clients / potential clients, where it is clearly stated that

"The benefits of servicing your vehicle at a Volkswagen Dealership are numerous, but aimed at providing you with an inexpensive, efficient and uncomplicated service
experience which is attractive both in terms of quality and expertise!
Volkswagen Dealers are equipped with special tools and equipment that have been developed to work on your vehicle. The technicians are well-trained and backed up
by an extensive After Sales support infrastructure.
Volkswagen Dealers are instructed to use only genuine parts, designed to meet the manufacturer’s specifications. All genuine parts carry a 12-month parts and labour
warranty that is valid at any Volkswagen Dealership."

To this end I therefore dispute your "good will " statement. The parts were replaced under the warranty terms of your service, and as such had to be done.
The fact is that this turbo has once again failed within this 12 month warranty period, and so should be replaced, at your cost.

Please advise....


Lets see what they have to say now -
Salagatle!

Volkswagen - Part V

Collected the broken turbo, and sent it in for a recon. Will get it fitted in the mean time, to get the car out and going. Then I'm selling it. In the meantime I'm giving them beans!!!
Have posted this on a page I created on Facebook in the meantime.
Volkswagen South Africa - Service Please

So, if you follow this link - http://www.vw.co.za/en/service​/servicing_information.html - you will see the following statement:-
"Volkswagen Dealers are instructed to use only genuine parts, designed to meet the manufacturer’s specifications. All genuine parts carry a 12-month parts and labour warranty that is valid at any Volkswagen Dealership."

This is not completely correct, and somewhat misleading. You see, there are "T's & C's which they don't spell out here (not anywhere else from what I can see) that influence this statement AGAINST the customer.
Let's say you have a turbo replaced after the vehicle warranty expires. This will cost you in the region of R36,000.00!!!! (You can get the same turbo from Goldwagen for R13,500.00, or have your old one refurbished for R3,500.00!!!!), Anyway, so this comes with a 12 month warranty. Lets say this part fails in month 10, or 11. VW will (after much haggling and trying to find a way around it) replace the part, at their cost. Now this is where it gets underhanded. The new turbo they fit under the warranty does NOT come with another 12 month warranty, even though it's new, genuine VW parts, supplied and fitted by an authorised VW dealer. It will only carry the remainder of the warranty of the previously fitted part, in the above example, 1 - 2 months!!! So, if this "new" turbo fails within a month after the original warranty period expires, you have no recourse, and will have to fit another turbo at your own cost - R36,000.00!!!!

Basically, they don't warrant any parts that they may fit under a warranty replacement! So, do they fit new parts, or reconditioned units? Don't know.

The bigger problem is the following - a) they don't tell you this upfront. b) It's not written anywhere on the paperwork you sign for (Job card, invoice, etc). And it is definatley not stipulated on their public website.
So, they are guilty of false advertising / misleading the public.

More to follow on other related issues.
Any comments?

Please invite your friends to join this discussion group.

 And this 

 

Another piece of misleading information, from the same web page referred to in my earlier piece is this - :
"Volkswagen Dealers are trained to work according to standard procedures and prescribed labour times that cover all repairs as well as the standard maintenance services. This is done to ensure that your vehicle operates safely with associated low running costs. The vehicle also retains resale value when it has a complete service history exclusively performed at Volkswagen Dealerships."

So, the car we have has a current book value of R102000.00 trade, and R124000.00 retail. 165000km on the clock (2005 model). FULL SERVICE HISTORY WITH AUTHORISED VW DEALERSHIP! I go and chat to the VW used car section manager, and ask what they would offer on the car.

As a buy out (cash, no other car bought from them) R70000.00. As a trade in, on their top of the range Passat, VW will add "UP TO" R20000.00 in trade assist as they call it.
So, if you want to get anywhere near (but not actually at) the book value of the car, you have to buy another piece of crap from them, so that you can continue to suffer with their bad service and warranty support!!!

His statement was that it's a high mileage (165k/6=27,5k/annum), and that as it is a diesel, this is too high!!!!

Comments?

 

Salagatle!

 

Volkswagen - Part IV

So, today  met with the goon from Volkswagen. Still not sure what his title is - but something like Regional Service Manager - so I will refer to him as RSM for now.

This dude just happens to be black. Does it matter? Yes it does. He thinks like a darkie, so he sees a White Man, who probably has money, not wanting to pay for the repairs to his car. So fuck him.
I met with the dude, and explained the situation. As expected he pulled the "The small print says..." line. I fucked him over with that one. If it's not on your web page along with the "12 month warranty" statement - it's rubbish. And as it no longer appears on the invoice (in fine print or any other) it's more crap. So although I hear what you say, I'm not buying it.
I then showed him a previous issue with a pump that had been replaced twice in 7 months. That put him back a step.
He conceded that they had done 2 x warranty replacements (Good will he called them) and that their investment had been ZAR36k. Anyway, we finished with me saying I want a response by end of business today, and I want to know what my next steps are if he does not give the go ahead. I also made sure he knew I was pissed off with the fact that the car had been in the garage for more than 4 weeks again!!!!
Got a call a few hours later. He says that as I have spent some money already, he's willing to go 50/50. Cost of Turbo replacement he says ZAR36k, so 50% is ZAR18k!

ARE YOU FUCKING KIDDING ME!!!!

I can buy a new turbo from Goldwagen for ZAR13,5k!!! And guess what - the parts come out of the same factory, just different packaging.
So I called them back, and told them I am not interested. I want a final response tomorrow.
In the mean time I have sent another email off to VW head office, asking them who my next contact should be, or if my next option is legal advice, with the Consumer Protection Act in tow.

Will wait a day or two, then go see my friendly lawyer!

Salagatle!

Volkswagen - Part II

So, went down to the garage this morning, had a chat to the Service Manager. Told him I expect a meeting THIS WEEK with the Regional Service Manager person.
Also informed him that last night I read through the Consumer Protection Act, and that I am quite willing to take this matter through the legal route, as well as via the media.
He just called to say he has requested the meeting - but the guy is coming around on the 6 July, if he can't get here this week.

Will see...
In the meant ime, here is a piece out of the VW website:-
The benefits of servicing your vehicle at a Volkswagen Dealership are numerous, but aimed at providing you with an inexpensive, efficient and uncomplicated service experience which is attractive both in terms of quality and expertise!

    Volkswagen Dealers are equipped with special tools and equipment that have been developed to work on your vehicle. The technicians are well-trained and backed up by an extensive After Sales support infrastructure.
    Volkswagen Dealers are instructed to use only genuine parts, designed to meet the manufacturer’s specifications. All genuine parts carry a 12-month parts and labour warranty that is valid at any Volkswagen Dealership.
    Volkswagen Dealers are trained to work according to standard procedures and prescribed labour times that cover all repairs as well as the standard maintenance services. This is done to ensure that your vehicle operates safely with associated low running costs. The vehicle also retains resale value when it has a complete service history exclusively performed at Volkswagen Dealerships.
    Volkswagen Dealerships offer an extensive range of services and genuine accessories to compliment your vehicle.
    The vehicle data shown in the service schedule of the owner's manual is intended to ensure that you able to acquire the correct parts and accessories for your vehicle.
    The currently defined service intervals are based on extensive testing. The maintenance intervals make full use of the lubricating ability of the engine oil over the period indicated. All the required items of work have been combined into the appropriate service events, and comprise the necessary checks and replacement of parts and fluids to keep the vehicle in good working condition until the next service is due.
    The stamped proof of service, which remains in your service schedule booklet, serves as confirmation that the service has been done. A complete service record is a pre-requisite for ensuring your vehicle warranty entitlement. Please remember to pass the in-car package, which includes the service schedule, onto the next customer, should you sell your vehicle.
    The service intervals must be observed. When your vehicle is serviced regularly, it allows early detection of any additional items requiring attention.

Remember, your vehicle should be serviced every 15,000km or 12 months, whichever occurs first. If your vehicle has not been serviced in the last 11 months or 14,000km, please contact your preferred Volkswagen Dealership to arrange for the relevant service appointment.


So, the red bit refers to the 12 month warranty - and this is the part I aim to nail his arse with.
The blue bit is even more interesting.
Book trade (as of this morning - ZAR 102k
Retail - ZAR 124k
The Used car sales manager at the VW garage says - Cash buy out - ZAR 70 - 75k! EXCUSE ME?
And if I trade it in on a new VW product - up to ZAR20k trade in assistance depending on what I buy.
So, where's the "benefit" of proper maintenance, etc.
I WILL be using thier own web page to fuck them over with this issue as well!!!
Watch this space. A written commitment on a public space is just that - WRITTEN COMMITMENT!

Salagatle!