VW Customer Service

[Stripey]

Just wondering, what are peoples thoughts on VW after sales customer service? Generally good or bad? Meeting your expectations or not? Doing what they say they'll do or not?

Reason for asking is because I've found VW in St Albans to be absolutely terrible and just wondering if I can expect that everywhere or if it is just them.

 

[Mark V1]

Not sure what you mean - what kind of 'after sales' service were you wanting or expecting?

 

[Stripey]

At the very least, I would expect.........they call you back when they say they will, they fix faults on your car promptly, they actually attempt to fix things before saying 'I don't know', they take note of your conversations so you dont have to keep repeating the details of the fault every time you call to enquire about progress (is 8 calls to chase them up for an answer reasonable?!)......I.e. They attempt to give the impression they want your business! Is that not too much to ask?! Or are my expectations of VW vastly unrealistic?

 

[Gignomeus]

At the very least, I would expect.........they call you back when they say they will, they fix faults on your car promptly, they actually attempt to fix things before saying 'I don't know'....I.e. They attempt to give the impression they want your business! Is that not too much to ask?! Or are my expectations of VW vastly unrealistic?

I'm actually quite happy with the service my dealer gives me, the do call up to report issues/completion of work, and I feel they want my business; for that I'd say I pay an acceptable premium (premium none the less) compared to the service I got from Ford when I had my Focus.

But based on anecdotal evidence from others on this forum I'm one of the lucky few...

 

[Stripey]

I think I'll give them til the end of tomorrow to call me back. If not, they can forget it and I'll be using another dealer for the future.

 

[DW58]

I'm generally happy with my dealer.

 

[GolfPilot]

I suppose I'm lucky too. I have no complaints about my dealer. As a family, we've been using them over 10 years and I will continue to do so!

GP

 

[Gerry]

I find VW after sales horrendous .....therefore I avoid 'em like the plague.

 

[Mark V1]

In reality you are talking about your relationships with different companies that hold a VW franchise. Each experience will be different and some dealers better than others on sales, others better on servicing, others better on communications. Its all about finding a dealer that meets your own expectations.

if they are not performing, say so - if they still fail, find another one - there are hundreds up and down the UK!

 

[Stripey]

Well yes, that's why I was asking really. To see if they are all pretty bad or if it's just the one I've gone to. And if there is a better one nearby it would be good to know about it. What I don't want to do is go to another dealer only to find they're just as bad.

And I have told them how bad their service has been but not once have they apologised. 4 days ago they said they'd ring me 'tomorrow'. And it's been a similar story over the last 7 weeks, always me chasing them after not getting called when they said they would.

 

[mlewando]

I think VW Service is totally terrible and let me tell you why:

1. When I bought my car (brand new) there was a big scratch on the gauges - they replaced it in one week - but I had to come back in one week to dealer and spent my precious time.
2. I decided to retrofit my car with ParkAssist - along with button near to gearbox. Unfortunetely service guys broke my tray - I couldn't close it - and then had to come back again to replace it.
3. My car had factory issue - during cold days especially in winter - right (passenger) air vent causes rattling. So I called dealer in January and told them to fix it. They ordered part from HQ in January, I made tousand of calls because part weren't coming from Germany. After 2,5 months - I called VW Wolfsburg and explained the problem. Few days later my local dealer called me saying part will be available in April - and for my luck it will be replaced.

So in generall - lots of stress.

 

[Mark V1]

How was the scratch on the gauge the dealers fault? - its unfortunate the did not spot it but to be fair, they replaced it without quibble! I appreciate you had to come back but thats normal, dealers don't carry every part in stock.

 

[stevew09]

How was the scratch on the gauge the dealers fault? - its unfortunate the did not spot it but to be fair, they replaced it without quibble! I appreciate you had to come back but thats normal, dealers don't carry every part in stock.

I'm not sure why VW customer care at head office exist. They have no teeth and just go with the dealer decision.

 

[mlewando]

How was the scratch on the gauge the dealers fault? - its unfortunate the did not spot it but to be fair, they replaced it without quibble! I appreciate you had to come back but thats normal, dealers don't carry every part in stock.

There is so called "zero service" at the begining. They remove foliage from interior parts, setting Board Computer from transporting mode into driving mode etc. It happened that reckless service guy made a scratch on the gauges. It was hovering the fuel consumption numbers. Under the sun light I was getting heart attack seeing that scratch.

 

[Joolz24]

They're all pretty mediocre round here. Take Benfield for instance, I took the car back several times for an intermittent fault. In the end one of the mangers said they would contact VW personally to get it sorted and ring me back. That was in October and I'm still waiting for that call. I ended up going to another dealer.