Response from VW to a complaint made...

[djsky]

Recieved a response yesterda to a letter I wrote to VW head office regarding 2 things...

1. the factory fit loadspace mat basically not Fit-For-Purpose.

2. the fact that after test driving many Passats AND a Golf Mk5 before ordering my pretty well loaded SEL 170 DSG with TPM, Coming Leaving Lights, and Folding Mirrors, that it did not come with the same Highline MFD as the ones I test drove. So can't adjust said extras.

So from a 2 and a half page letter, all I got in response was a Girl from Customer care, explaining to me that with reference to '1' I should take this up with the dealer - (Even though it's not the dealers fault as it's a factory fit option) and as regards yto the MFD, the highline computer only comes in the 4-Motion or if you order the Sat Nav.

I explained that there is NO mention of having the Highline computer as an optional extra (had there been, I would have gone for it) AND that I had driven VW's that HAD the Highline, and not Sat Nav, and i've never driven a 4-motion.

She seemed to not really know what she was talking about, only that she had asked the technical department about it, and that "Specifications are subject to change without notice".


I think this is a Terrible response to a letter that I clearly stated my satisfaction in the last 7 years with my previous Golf Estate, and that I was MORE than pleased with my new Passat that I had spent MANY years deciding upon since the launch of the B6. and that as these were the ONLY two quibbles I had with the entire enterprise of VW, it seems stupid that having spent 26k on a car, that I'm unhappy with the useless mat (Easily fixed by means of a £60 refund from VW - Not the dealer, as it's not the dealers fault - which she was un-prepared to negotiate) and something that I presumed I was going to get but now have to live with not having it for the rest of my car's life. But she just said that there's nothing they can do.

There wasn't even a mention of being able to have it retro fitted at a cost to myself.


Has anyone else had any joy with VW, or are they really not bothered about their customers?


Also, I'd like to know specs from everyone who has the highline computer and no sat nav and when it was manufactured.

[DaveNN]

Recieved a response yesterda to a letter I wrote to VW head office regarding 2 things...

1. the factory fit loadspace mat basically not Fit-For-Purpose.

2. the fact that after test driving many Passats AND a Golf Mk5 before ordering my pretty well loaded SEL 170 DSG with TPM, Coming Leaving Lights, and Folding Mirrors, that it did not come with the same Highline MFD as the ones I test drove. So can't adjust said extras.

So from a 2 and a half page letter, all I got in response was a Girl from Customer care, explaining to me that with reference to '1' I should take this up with the dealer - (Even though it's not the dealers fault as it's a factory fit option) and as regards yto the MFD, the highline computer only comes in the 4-Motion or if you order the Sat Nav.

I explained that there is NO mention of having the Highline computer as an optional extra (had there been, I would have gone for it) AND that I had driven VW's that HAD the Highline, and not Sat Nav, and i've never driven a 4-motion.

She seemed to not really know what she was talking about, only that she had asked the technical department about it, and that "Specifications are subject to change without notice".


I think this is a Terrible response to a letter that I clearly stated my satisfaction in the last 7 years with my previous Golf Estate, and that I was MORE than pleased with my new Passat that I had spent MANY years deciding upon since the launch of the B6. and that as these were the ONLY two quibbles I had with the entire enterprise of VW, it seems stupid that having spent 26k on a car, that I'm unhappy with the useless mat (Easily fixed by means of a £60 refund from VW - Not the dealer, as it's not the dealers fault - which she was un-prepared to negotiate) and something that I presumed I was going to get but now have to live with not having it for the rest of my car's life. But she just said that there's nothing they can do.

There wasn't even a mention of being able to have it retro fitted at a cost to myself.


Has anyone else had any joy with VW, or are they really not bothered about their customers?


Also, I'd like to know specs from everyone who has the highline computer and no sat nav and when it was manufactured.

Djsky..you are, obviously, cheesed off.....but (& forgive me for asking the bloody obvious) did you confirm the specification (in full) with the dealer?
The factory will produce to a build specification requested by the dealer....they cannot be expected to know what you actually wanted....nor know what you thought you would/wouldn't get.
Your arguement MUST be with the dealer...they sold you the car, albeit (we would hope) in good faith.
I've yet to have a testdrive in a car which was the standard spec..if you know what I mean. They always have additional bells & whistles on.....:confused:
In your defence I will say that the brochure/pricelist (when you ordered yours) was a bloody nightmare to navigate/fully grasp..as was the old website.
The only reference to the Highline is on page 18 of the DEC 2007 brochure....where it features on the SELV6 4Motion.
My approach would be to go back to the dealer & thrash out just what the spec' SHOULD have been..as he understands it. IF both their & your understanding of the spec is the same...then the dealer has not met what can be described as customer expectation...as the finished article is not as sold. They are (in my opinion) at fault. If your & the dealer's understanding of the actual spec is not the same, then this is a more difficult arguement to win...caveat emptor & all that. They could claim that it's not their fault that the spec' is not to your own expectations...but I would hope that they would offer you a 'sweetener' to ensure that you will trade with them again!
What they won't admit is that they didn't actually know just what you'd be getting for your money...'though most dealers that I've ever dealt with (excepting a Saab dealership near Blackburn) have been the thick end of useless!..in terms of product knowledge, salesmanship & professionalism.

I hope that you do get some redress on this asap....if only when the fuel pump fails:D & they stick in the Highline as a form of additional compensation.

Cheers
Dave

[Trapper]

Dave wrote:


'though most dealers that I've ever dealt with (excepting a Saab dealership near Blackburn) have been the thick end of useless!..in terms of product knowledge, salesmanship & professionalism.I have been very interested in the SEL170 manual and have had a few visits to the dealer to test drive a couple of cars and to ask questions of the dealer 'experts'. How right Dave is, most questions I have are written down and am promised a phone call later in the week with an answer:( For example I spec'd my car on that slow VW website, checked what I wanted and searched for the heated windscreen, there was a tick above it saying it was standard. The dealer when asked said I had to order 'Nappa Leather' and then the Heated screen was around £95. I said to check the VW website and had to guide him through it, Oh yes!! I'd better check on that and phone you later:mad:

Which is the greater safety aid, leather or a heated screen? As their own brochure says:

"The most important consideration for any driver is safety" Page 24.

I am a firm believer that a supplier/manufacturer should always respond positively to a customer query, after all he took the time to write and so courtesy demand a positive reply, reading through the threads here it seems VW Customer Service is a bit lacking, is this normal? Well, with VW anyway?

My last car was a BMW and I was very pleased with the service I received from both Customer Service and the Dealer.

[djsky]

I understand that perhaps it is the dealer I should direct the complaint to, but in all fairness, I spent years driving cars at different dealers, looking at the websites etc, and then finally, as on old friend works at a VW dealer 150 miles away from my home, gave him the exact spec I wanted, and he got back with a price, so there was no to and fro'ing regarding the spec, as I knew what I wanted.

The Highline computer was in every other car, and as the SEL has Coming/Leaving home lighting, AND I ordered Tyre pressure monitoring (Without the Highline it does not operate as it should - You cannot instruct the car that you are now fully loaded or empty) I would have expected that feature to be in the car, as NO mention of the ability to adjust it is ANYWHERE on the brochures, websites etc.... and the dealer wouldn't know anyway....

Take for instance the air conditioned glovebox.... no mention anywhere, but every SEL has it... The fact that front and rear wheels are on Discs and Pads... no mention, but every Passat B6 has them... the 5th spare Alloy with the sports pack... What gounds would I have to stand on if they chaned the spec from having radio antennae in the windows but instead stck a huge aerial on the roof meaning that I couldn't get it in my low garage without dismantling the dan thing every time?

And as the loadspace mat is such a trivial thing that again, isn't the dalers fault, VW were not prepared to even negotiate a discount which enfumed me more so. it's blatantly not fit-for-purpose, and I wouldn't expect my dealer to have to foot the bil for it.

[DSGboy]

Take for instance the air conditioned glovebox.... no mention anywhere, but every SEL has it... The fact that front and rear wheels are on Discs and Pads... no mention, but every Passat B6 has them... the 5th spare Alloy with the sports pack... What gounds would I have to stand on if they chaned the spec from having radio antennae in the windows but instead stck a huge aerial on the roof meaning that I couldn't get it in my low garage without dismantling the dan thing every time?

And as the loadspace mat is such a trivial thing that again, isn't the dalers fault, VW were not prepared to even negotiate a discount which enfumed me more so. it's blatantly not fit-for-purpose, and I wouldn't expect my dealer to have to foot the bil for it.

I have a lot of sympathy for your position. I don't think its on that VW are trying to say "you put in your order, and we'll randomly decide ourselves what equipment to put on the car at our discretion". That's the car-buying equivalent of a children's 10p mix bag (does anyone remember getting a 10p mixture from the local shop? - eww i dont' like the liquorice ones).

That said if you have contractually ordered a passat, and every passat you've seen had michelin tyres, and on that basis assumed it would have michelin tyres, and the car turns up with pirellis; it would be hard to argue the car wasn't to spec if both buyer and seller were silent on the matter. If it turned up with only three wheels it would clearly not be what a reasonable person would have expected. I guess if you look at the brochure and it says specification may change without notice, then it's time to ask those silly questions when putting in your order - will my car have four wheels? will they be round wheeels? will they be connected to the car?

Your charitable attitude to the dealer is no doubt commendable, however in the final analysis, it must be said that your contract is with the dealer, not with the manufacturer - he must bear sole responsibility for ensuring that the contract between yourselves was fulfilled, and rest assured he does get handsomly compensated for ensuring your motoring happiness.

[DaveNN]

Take for instance the air conditioned glovebox.... no mention anywhere, but every SEL has it... The fact that front and rear wheels are on Discs and Pads... no mention, but every Passat B6 has them... the 5th spare Alloy with the sports pack... What gounds would I have to stand on if they chaned the spec from having radio antennae in the windows but instead stck a huge aerial on the roof meaning that I couldn't get it in my low garage without dismantling the dan thing every time?

.


As noted above...the brochure & the old website is not good...the layout is pee poor.
BUT on page 29 it does mention the extra alloy wheel....but not where you'd expect...on the bloody SEL page!!..anyhow, that's not important.
The cooled box is referred to on the website..probably not on the old one....again, not important. The only important issue is getting you sorted out.
My approach would be to go back to the dealers...when it's nice & busy & 'kick off'.
Another approach would be to get a mate to visit the dealer, track down the guy that you dealt with & go through the spec...as if he was looking to buy one....
See how it compares.
I do struggle to understand the logic with VW..my highline (when it arrives) has a highline MFD. BUT it can't (as noted another thread) be used to tool about with the lights, mirrors etc etc.

I work for a major manufacturer...occasionally an 'end user' will come onto me, expressing concern/confusion etc...Whilst, I'm sympathetic; I ALWAYS refer them back to their own supplier....in the first instance.
Chain of supply & wotnot.

Best Of Luck with this one...it isn't going to be an easy solution.

[DaveNN]

I understand that perhaps it is the dealer I should direct the complaint to, but in all fairness, I spent years driving cars at different dealers, looking at the websites etc, and then finally, as on old friend works at a VW dealer 150 miles away from my home, gave him the exact spec I wanted, and he got back with a price, so there was no to and fro'ing regarding the spec, as I knew what I wanted.

The Highline computer was in every other car, and as the SEL has Coming/Leaving home lighting, AND I ordered Tyre pressure monitoring (Without the Highline it does not operate as it should - You cannot instruct the car that you are now fully loaded or empty) I would have expected that feature to be in the car, as NO mention of the ability to adjust it is ANYWHERE on the brochures, websites etc.... and the dealer wouldn't know anyway....

Take for instance the air conditioned glovebox.... no mention anywhere, but every SEL has it... The fact that front and rear wheels are on Discs and Pads... no mention, but every Passat B6 has them... the 5th spare Alloy with the sports pack... What gounds would I have to stand on if they chaned the spec from having radio antennae in the windows but instead stck a huge aerial on the roof meaning that I couldn't get it in my low garage without dismantling the dan thing every time?

And as the loadspace mat is such a trivial thing that again, isn't the dalers fault, VW were not prepared to even negotiate a discount which enfumed me more so. it's blatantly not fit-for-purpose, and I wouldn't expect my dealer to have to foot the bil for it.


any joy???