Customer Service

[markwalker69]

What are your thoughts on vw customer service Head office - My thoughts are nothing short of Appauling. Certainly not cutomer focused. I've waited 4 weeks for a response to a problem then told i'll receive a call and then no call.

[trix]

its luck of the draw Mark but they are the kind of customer service you can't expect to follow up & reply to you as they are so big & deal with so many calls per day. if its a question your dealer can deal with (ie shipping, build week, spec changes, service & maintenance etc basically pretty much everything),imo, you are much more likely to get a response from them.

S

[ashley1407]

My confidence is rapidly dwindling for them. I've had to contact them several times regarding a cruise control issue.

[maisbitt]

VW customer service is completely useless. If the German arm was as bad, the offending customer service representative would be shot at dawn. The German arm of VW take great pride in their work, whilst in the UK, customers are treated with contempt and indifference.

When a VW approved repairer royally screwed up 3 aspects of a £6500 repair to my previous car (a Golf), they couldn't care less. I got the car back (which was only 4 weeks old when it was hit by a bus and sent for repair) with an interior covered in oily handprints, a major and dangerous brake fault (the brakes on 1 corner had been fully replaced as part of the repair, and hadn't been fitted properly), and 3 months later the replacement rear quarter panel started to rust around the wheel arch as they'd compromised the galvanisation and the coat of paint was about 1/3 the thickness it should've been. They'd also taken 7 weeks to repair my car after all parts were available, despite being quoted 2 weeks after parts availability.

What did VW UK do? They strong-armed the repair centre to offer me a valet. They wanted me to trust those monkeys to valet the car when they couldn't even return a repaired car without oily handprints all over the white headlining. I refused, as I had no confidence in their ability to do the job well, and I keep my car tidy anyway - why would I need a valet?

VW UK were arsey with me because my refusal to accept their "remedial" free valet meant they couldn't close my case with a "satisfied customer" rating. A week later I got a letter stating that they were glad I was pleased with the outcome of their intervention. My Golf rusted up again around the wheel arch twice more (with resprays) before I got shot of it for the Roc.

If it hadn't been for the Roc being such an "i want one" car, I wouldn't have replaced my Golf with another VW after that saga with VW UK.

[maisbitt]

They've been crap with the whole wiper issue too. despite having complaint history with wiper issues, they won't do anything for the wipers as the car has done 9K miles and the wiper blades have been subject to fair wear and tear (last set replaced at 4k miles, and even though they were just the same - smeary on drivers side on the downstroke).

Replaced with a set from Costco - Goodyear generics with the right arm adapter, and they smear at the same position also. I don't think the blades are to blame - its the arms or the curve of the windscreen. VW UK are useless - no Roc will pass an MOT when they're 3 years old if VW UK don't sort this issue.

[MKAndy]

They're shite.

I phoned up recently to report an error message saying 'Oil Sensor Workshop'. After putting me abruptly on hold the girl came back and said 'Ah, that's only an indicator to tell you the oil is low'. I told her it isn't, and she said it 'get stuck sometimes' and asked me if there was anything else she could help me with. Yes, clear the fault and check nothing else is wrong obviously. I also said I've got tailgate rattle, she said I could bring it in, but they'd need to car for 3-4 days, she spoke in a tone that suggested 'look don't bother, you'll be without a car for ages'. She also asked 'does it only rattle when you're driving?', I told her I wouldn't know, I'm not in the car when I'm not driving it....

From looking at Scircoccos, to demoing them, questioning spec, and ordering VW have been nothing short of useless. Compared to Audi who fell over themselves to look after me.

[stuaz]

I have only just purchased mine (Build week 19!) but I have no issues with the Dealership customer service. Not had any dealings with the VW Main Help Desk though.

[maisbitt]

I've been putting off the boot rattle for ages - mine creaks and rattles like a Spanish Galleon, 4 days without the car seems a lot though, when they replaced the cylinder head and injection system on my old Golf TDI in 1 day. How long can it take to strip out and rebuild the boot interior trim?

[adamj]

VW dealers and VW uk are the main reason I no longer own a VW (and am unlikely to ever own a VAG product again) they just don't give a dam....

[gavmac89]

Customer servies are terrible!

When mine was delivered to the dealers and the day before it was due to be delivered to me my dealer phoned me to say that they wouldnt be able to deliver! The reason for this was that there was a suspected issue with the washers and it had to be checked. They said they were waiting on a bulletin that would tell them what to check for. I had paid for the car in full and got rid of my old one so they had to give me a courtesy car. It took over a week to get it sorted and I was on the phone to my dealer and cutomer services UK everyday. What I couldnt understand was that they knew what the checks were but couldnt go along and do it cause they were waiting on this bulletin to appear on their desktop. I went on for ages saying "somebody must know what these checks are, you have basically just told me so, jump in the car and if they work then great, get it delivered" I was called from a manager at customer services each day with and update but to be honest she was as good as a chocolate fireguard! It gets better......
They then told me that VW UK had to bring over some technicians from Germany to check the reported issues with the washers...I couldnt belive there was nobody in the Uk to do this! I then got a call from the dealer saying that this german technician has just appeared and is giving the car a once over and guess what there was nothing wrong with it, e was only there for about half an hour. I said to the dealer "well that doesn't surprise me in the slightest!!"
I couldnt believe after I had paid for the car that was how I was treated. Once they have their money they dont want anymor to do with you IMO
I did manage to get £200 compensation out of them which was the least they could have done. I even got a phone call about 4 weeks later from a women from VW UK asking me how their service was and how the specific manager at VW UK had performed and dealt with the situation and as you can imagine I just let rip!

Anyway apart from that and a slight boot rattle that is starting to appear I really cant fault the car.

[MKAndy]

I've been putting off the boot rattle for ages - mine creaks and rattles like a Spanish Galleon, 4 days without the car seems a lot though, when they replaced the cylinder head and injection system on my old Golf TDI in 1 day. How long can it take to strip out and rebuild the boot interior trim?

She said they'd need to take the car out, make adjustments, take it out again, and so on. I fixed it myself in the end.