Best way to complain to VW (uk)

[dcdick]

I messaged VW (twice) using this but no reply (5 days now)

Contact Us : Volkswagen UK

Also rang the contact no but got sick of waiting for an "advisor"

Is there a way to contact "Head Office" ?

Done the dealer thing & they say the car is working properly

Any advice ?

D

[Guest 2]

It would be good to know whats wrong with the car?

Keep ringing, you'll get through eventually.

You'll not get through to head office nor will any emails as these will be read by a Secretary.

[dcdick]

It would be good to know whats wrong with the car?

Keep ringing, you'll get through eventually.

You'll not get through to head office nor will any emails as these will be read by a Secretary.

The problem is with fuel consumption Fuel consumption/DPF issues 1.6 TDI "Blue motion technology"

Was looking for confirmation that the link I posted was to the right place or not................no matter who reads the messages they should at least acknowledge receipt & then reply within a set period with details of how the matter is going to be dealt with.
If VW don't care enough to listen to their customers ....... what's the point in having a "contact us" site !!

They are all over you at the dealers with coffee & smiles when you come in to choose a car, but when something needs attention & they don't seem to think that it does for whatever reason ............ they just don't seem interested enough to do anything about it apart from some standard "test" procedure then send you off hoping you will just forget about it.

Customer service in the motor trade in general is getting worse & VW, in my case at least, are particularly unhelpful

D

[maisbitt]

Did your consumption take a turn for the worse over the last few days after improving recently? Talking openly about the issue to them on their Facebook feed might get a quick response - once you're complaining in a public arena they seem to want to fix things to get you to shut up.

[dcdick]

Did your consumption take a turn for the worse over the last few days after improving recently? Talking openly about the issue to them on their Facebook feed might get a quick response - once you're complaining in a public arena they seem to want to fix things to get you to shut up.

Consumption has improved since the posh Shell diesel went in but still below where it should be & I shudder to think what it would be if I drove with more urgency as the slightest gradient/acceleration makes the mpg indicator fall alarmingly quickly
I'll have a go at the facebook thing & see if it stirs things up.

D

[dcdick]

At last !!................ after 10 days a nice chap called Paul rang from VW about my email contacts.
Then claimed to only have received the last mail I sent 4 days ago asking why they had not responded to my original mail & the follow up to that.
They listened to what I had to say & in effect told me that the published consumption figures are meaningless.
Told me that "passive" regeneration after a journey is normal & "the way the engine works"
Asked what my expectations were & when I said "better fuel consumption" started stonewalling again
Looks like they are going to try & shift this onto the supplying dealer & in particular the advisor I dealt with (seems a bit unfair to me to dump this on the advisor ) on the basis of "possibly" being misinformed before choosing the car !

I've got a case number now & have to wait for the resolution team to contact me (within 48 working hrs) & "move things forward" whatever that means

Hmmmmm

D

[maisbitt]

VW UK are rubbish at taking responsibility. They will do all they can to avoid paying out on anything they can get the dealership to stump up for, even if it is their fault - maybe their margins are paper thin. VW Germany, on the other hand, just fall over themselves to help their domestic customers.

Your best best at resolution is to get yourself into a 1.4ACT via your lease company, or maybe the 2.0TDI is a lot more forgiving with DPF potential issues.