Goodwill from VW? RESOLVED!

[Scruffy]

Two days out of warranty and my powered tailgate has failed. It played up a few times in the last year and I asked them to look at it during the last service ( VW dealership), which they did but no fault codes recorded.

Now has anyone had any positive dealings with VW after their warranty has run out ( I've still got a service plan running)?

 

[Sasquatch]

If you can document thet you asked them to repair it but they failed to do so I'd ask nicely first (if it has a full VW history you may get it), then threaten small claims, then go the whole hog.

 

[mark hobson]

If you can document thet you asked them to repair it but they failed to do so I'd ask nicely first (if it has a full VW history you may get it), then threaten small claims, then go the whole hog.

I have a great relationship with my dealer at jct600 Hull they did me a clutch slave cylinder and new clutch 3 years out of warranty

 

[Scruffy]

I asked them to look for a fault, they found none, though my Carista app recorded a fault. Whether or not they put any of this down on my service record I don't know. Will it be their word against mine?

 

[Scruffy]

I'm also dealing with JCT600, first communication not so good.

 

[mark hobson]

I'm also dealing with JCT600, first communication not so good.

It was my first van from them in 2016 and I ordered me new one in February 22 and it failed in the September be new van arrived apparently slave failed and has it had only done 36k miles and always served there they did as good will
I’ve now got a 6.1 and a 6 kombi from them and service is second to none but I do a bit of work for sales manager too not sure if that helps

 

[Pauly]

I asked them to look for a fault, they found none, though my Carista app recorded a fault. Whether or not they put any of this down on my service record I don't know. Will it be their word against mine?

Everytime your van is connected to the main dealer computer and scanned its uploaded to the mothership so they should have a record of any fault codes that were present at the time

 

[Sasquatch]

Will it be their word against mine?

If it went as far as small claims court, yes.

When you paid and they gave you the invoice did it have anthing like, "invetigate powered tailgate intermittently inop - no fault found" on it? Even if you're on a plan they should stull give an invoice.

 

[Scruffy]

If it went as far as small claims court, yes.

When you paid and they gave you the invoice did it have anthing like, "invetigate powered tailgate intermittently inop - no fault found" on it? Even if you're on a plan they should stull give an invoice.

I will go out to the van in the morning. Too cold wet and windy for now.

 

[Scruffy]

Update- It's the control module that has gone. With initial diagnostic and part and fitting it's going to be just over £500, great. VW's response so far- tough, it was out of warranty. They keep saying " if I'd have booked it in before the warranty ran out" but unfortunately I lost my crystal ball a while ago! They are quite keen to sell me an extended warranty though! Two calls already from local dealership.

So it seems 30 odd years of brand loyalty from myself and family (we have four VAG vehicles currently sitting on the drive ) and the fact I'm personally responsible for the sale of three other Transporters to my colleagues, doesn't get you sh!t with VW.

 

[Sasquatch]

Or with any of them.

I would suggest the fault lies with the dealer for failing to correctly diagnose or even document the issue within the warranty period when asked to do so.

However, doing something about it is liable to cost more than the repair, with little guarantee your legal costs would be covered if you prevailed.

Probably not what you want to hear but time to suck it up I'm afraid

 

[Scruffy]

It's mentioned on the last service in the extra notes, though again this means nothing as "the computer said no".

Two days out of warranty for a previously reported fault.

 

[roadtripper]

Everytime your van is connected to the main dealer computer and scanned its uploaded to the mothership so they should have a record of any fault codes that were present at the time

This is also why I don't clear codes by reflex, even if I've had a look at them before a service.

 

[mark hobson]

It's mentioned on the last service in the extra notes, though again this means nothing as "the computer said no".

Two days out of warranty for a previously reported fault.

Try ringing another branch and explain the situation might be worth a shot mate

 

[Scruffy]

Try ringing another branch and explain the situation might be worth a shot mate

It's nothing to do with the dealerships, its VW Warranty and VW customer service I'm dealing with. JCT600 Wakefield got me in the next day and are fitting the module next Monday, they have been very understanding and couldn't have done more for me, but their hand's are tied when it comes to warranty claims.

It now seems VWCS's response is to ignore me and hope I go away. In a world of social media, that isn't going to happen.

 

[Sasquatch]

I would suggested the dealer is responsible.

If they'd fixed it when you reported the fault you wouldn't be in this situation. Simply saying the absense of a fault code meant there was nothing further they could do when you reported the fault is bunk.

If garages all waited until all diagnoses were handed to them on a fault code plate we'd all be on the bus.

 

[Scruffy]

Update- Just got back from JCT600 Wakefield ( who've been brilliant ) and I now have a working powered tailgate. A replacement control module was fitted and VW customer services have paid 80/20 split. Their reasoning, " frequent use of VW Van centres" or in my words, a full VW service history. The fact that the fault had previously reported probably helped has well, has did my many calls to them, each time a different agent, each time ( though I had a case number ) I would have to give the full tale again, and each time the first response was no. After several attempts, I tracked down a senior agent who seemed to take a bit more interest it my case , and went away and came back with a positive result. VWCS are a typical offshore call centre, with all the problems of a noisy call centre, heavily accented operators and a knee jerk reaction to say no to everything, but my persistence finally won out.

A positive result, that has gone a small way to restore my faith in the brand, but this is my last Transporter.

 

[Bav]

Update- Just got back from JCT600 Wakefield ( who've been brilliant ) and I now have a working powered tailgate. A replacement control module was fitted and VW customer services have paid 80/20 split. Their reasoning, " frequent use of VW Van centres" or in my words, a full VW service history. The fact that the fault had previously reported probably helped has well, has did my many calls to them, each time a different agent, each time ( though I had a case number ) I would have to give the full tale again, and each time the first response was no. After several attempts, I tracked down a senior agent who seemed to take a bit more interest it my case , and went away and came back with a positive result. VWCS are a typical offshore call centre, with all the problems of a noisy call centre, heavily accented operators and a knee jerk reaction to say no to everything, but my persistence finally won out.

A positive result, that has gone a small way to restore my faith in the brand, but this is my last Transporter.

Well done you. The immovable German object obviously couldn't resist the unstoppable Yorkshire force.

 

[monkeybusiness]

Your woes with VW are not unique to the brand.
I won't deal with Nissan again ever.

Glad you got an acceptable result on the end.

 

[Sasquatch]

I've had similar fun with BMW and Volvo over the years.

Glad to hear you got a decent result.