Bad warranty work.

[Maxcheesmar]

I took my car into my local dealer which is Guildford Colbornes vw as the leather on the passenger seat has come away (around the seat release to get into the back) and had a tiny tear in it, as the car is under a year old I took it in and they said it would be replaced under warranty, we booked it in then organised collection and drop off of my car as I'm not 21 so won't give me a courtesy car.

They picked it up had it over night and dropped it off to me the next day in the evening but I was out and no one else home so they put the keys through the letter box. After checking it the next day in the daylight the seat cover seemed really lose and wrinkly on one side as if it has air bubbles under it. So I phoned them up and they said bring it in.

On the way over there I was dropping my mum off in the town and when we were on the way she said the seat heater isn't working, and sure enough the base was heating but the back wasn't! When I arrived the guy who did the work came out and had a look, he said it would settle in and get tighter which I wasn't so sure about, but he said it's going to have to come off again to determine the problem with the heat pad. So again I had to book it in but this time I organised a courtesy car with the manager as it was the second time for the same work!

So I drove home again, then back in to drop off the car, when the service advisor came out to discus the work I said the heat pad isn't working but also the main reason I brought it back was for the cover to be fitted properly. He said that it defiantly would and he also said that if a mechanic has his work returned to him he loses half his bonus! He then went of to say the bonus is £600 so is now only going to get £300! On reflection I feel that telling me this is unfair as I may now feel put off by taking things back if I'm not happy with it.

Anyway, I got a call in the evening saying that the heat pad was completely dead and needed to be replaced, but the part is on back order and will take up to 2 weeks to arrive! The said I could keep the courtesy car which was a 1.0 3 cylinder up! By the way so no 2.0 tis scirocco. I decided to get them to put my car back together and collected it, I am now still waiting on the part being delivered so will se where we go from there!

[AaronMc]

Not a good experience for you then mate really!

Tbh though you should't feel bad about them losing their bonus, at the end of the day if he done the job properly in the first place, and checked over his work it would of come back, or even got to you in poor state. At least by loosing bonus he realises he can't work in that way.

The bonus amount does seem quite exaggerated to be fair though!

Not a good courtesy car either, should of demanded a bigger engine car and left it with them, but I guess your at no loss by having yours back, just fully check it over before you leave this time and make sure your happy.

[Maxcheesmar]

Yeah I will be checking it fully, the customer relations phoned today to ask me about my experience, so now I have a meeting with the service manager when the part comes in and I drop the car off.

[AaronMc]

Good result, may even get something out of it!

Do you know who the tech was who worked on it?

[Maxcheesmar]

I can't remember the guys name if I'm honest, xx

[RocMan]

They shouldn't have told you about the bonus as it's not your issue. Take it back until it's fixed. Good luck

[drfez]

Made me laugh about the up...had a up as a c car for 2 weeks now
Asked for something better but said they only bother with ups now as they so cheap and they can afford to run more of them (i.e if they had golfs they would only be able to run a few and you'd have to wait ages for a courtesy car

[AaronMc]

That's rubbish, imagine dropping off your Phaeton and being put in an up! What a joke haha!

[JakeH]

Sorry to be harsh here, but their 'bonus' situation is absolutely nothing to do with you! If he had done the job properly in the first place rather than bodging it then it wouldn't have even been an issue. I had exactly the same problem a few years back with my first Roc - the seat cover came away from the seat release. I too had to return the car after the work had supposedly been done as they had clearly just pushed the covering back under the plastic release cover and hoped that I wouldn't notice. It started coming away again two days later.

The thing that made me go balistic though was that they blatantly lied to me by saying the entire rear seat cover had been replaced with a new one - unfortunately they didn't notice the tiny stain that had been there since the first month of ownership. When I visually pointed this out to the service manager he actually went bright red and didn't know what to say.

At the end of the day these are expensive cars and as paying customers we should expect a certain level of service from VW. Don't ever be fobbed off by these so called 'Technicians'.

[Jacobhodson]

I'm a auto electrician and a heated seat pad is one of the most robust things simple pad with carbon elements running across it with a resisted voltage run through it to change the temperature, and bonus ? Work hard and make the bonus worth it how he could say leather would tighten over time is crazy :,( he's been aggressive and rushed your seat cover braking a clip to make it loose and catching or tearing your heat pad through careless work I've had my head lamps changed twice due to fogging up and beading water inside fair enough a bit of fag but beading water is too far and they've changed a turbo inlet clip as well and that I argued with them because they refused to do it because when it come in stack was 2 weeks after and the car had then fell out of warranty when it was agreed and diagnosed in warranty it's not VW to Blame it's the branch manager or simply there head technician I contacted the head office uk made a complaint and text time my car went in to get its clip replaced it had a full take of fuel service and engine flush courtesy of them , you don't ask you don't get ! Ask and complain all you want this is your pride and joy and VW should do there upmost to make sure your more than happy with it . Is my point of view any how

[Maxcheesmar]

Yeah, I have spoke not to the service manager and they are filling the tank up, so got a bit, they are also going to pick the car up leave a c car then bring it back then it is done.

[Jacobhodson]

Oh wow I should proof read what I post ! Full tank of fuel is £70 out there pocket in my eyes in return of there bad service, next time the seat will be a different shade of leather ;')