New T6 back in garage immediately after purchase, VW unhelpful

[dilbu]

Hi all - quickly sharing my story here hoping for some insights from people more in the know while I ponder what my next steps need to be (and also to help clear my head).

I purchased a T6.1 direct from a dealer via the approved used program at the end of last week. No owners, ex-demonstrator, only 6 months old and 4k miles.

On the 4 hour drive home I noticed a fault code come up reading 'Please reduce oil level. Workshop!' I had a quick read online and early suggestions were a software issue and just open and close bonet which I did and it went away for a while. However it came back on and i just wanted to get home as it had been a long day, it was late and it was quicker to go there than go back and who knows how long i'd ave to wait if i called roadside recovery for somerthing i thought was so benign.

But when back I let the dealer know who informed me it could be an issue with the ad blue and to call their roadside recovery number (who are just the AA). They came out and recommended they take it to my local dealer, saying its probably just a software update required or a faulty sensor, but could also possible be a DPF issue due to the demonstrators only taking it on short trips so best to sort now. So it went to the dealers.

I've chased the dealer as didn't have any contact and they've told me it could be weeks with them as most of their mechanics are on leave. When I pushed more on this he said that he only books work in for the day based on what they have, so can't expect me to get in quickly and be prioritised over other scheduled work; I then pointed out that's the exact point of a roadside service, that you have unexpected issues and that you'd expect capacity was left for them. He had no answer for that.

This is a work vehicle which i require for my crew to get to jobs for and what's worse is they've told me all their vehicles are booked up and can't offer me a replacement. So this is now costing me lots of money too.

If I check the approved used program they've failed on many counts against what they say they offer, including a multipoint check including all faults before it leaves the dealer.

What's also annoying is i assumed it's likely the error code is pretty benign and nothing serious, but I didn't want to be a position where I've driven it knowingly causing damage and then have them come back at me.

I don't want a different van, I really like this one but I'm wondering what folks thing is the next best step for me to take as I've never owned a VW before.

Thank you

 

[DXX]

Threaten to reject the van under your consumer rights, they might find a mechanic.

 

[Ricardo T]

With the road side assitance you can ask for the 'silver' van assiatance which has a vw tekkie on board who has a lot more knowledge than the standard AA van/guy.
This may be useful in the future.

 

[Salty Spuds]

Threaten to reject the van under your consumer rights, they might find a mechanic.

That would be my first move, tends to focus their attention. Even if you don’t exercise the right, once you’ve lodged the claim, you can always back out.

 

[Green Giant]

My first Transporter was also brought from a main dealer, as used approved, NORWICH VW!! Bunch of lying Crooks, can you tell I’m still angry.. anyway I also had fault lights on the long journey home to Cumbria, after pick up, dpf problems etc etc.
Told me the lights will go away eventually, err no they didn’t.
VW, like you have found, couldn’t book it in for about 3 weeks, so I paid an independent vw garge to check it over, they condemned the van on multiple issues dpf problems, shot rear brakes, broken diff, etc, so hadn’t had any checks from Norwich vw workshop, I told them to send a driver to pick up the van and refund all my money.
They didn’t argue and sent a driver, I lost my fuel costs, insurance, independent garage costs etc. I would reject your van, really, vw approved means absolutely nothing.
I then brought private, vans been perfect so far, and I never use a main dealer for anything.

 

[dilbu]

Threaten to reject the van under your consumer rights, they might find a mechanic.

Thanks I might use that. At this point I feel I need more than just for it to be fixed but compensation too.

My first Transporter was also brought from a main dealer, as used approved, NORWICH VW!! Bunch of lying Crooks, can you tell I’m still angry.. anyway I also had fault lights on the long journey home to Cumbria, after pick up, dpf problems etc etc.
Told me the lights will go away eventually, err no they didn’t.
VW, like you have found, couldn’t book it in for about 3 weeks, so I paid an independent vw garge to check it over, they condemned the van on multiple issues dpf problems, shot rear brakes, broken diff, etc, so hadn’t had any checks from Norwich vw workshop, I told them to send a driver to pick up the van and refund all my money.
They didn’t argue and sent a driver, I lost my fuel costs, insurance, independent garage costs etc. I would reject your van, really, vw approved means absolutely nothing.
I then brought private, vans been perfect so far, and I never use a main dealer for anything.

Oh no, this has me worried because the AA mentioned it could be dpf related for me too. How old was the van and how many miles?

 

[Green Giant]

19 plate, about 60k, sorry I didn’t want to make you more stressful, but I think being very tough with your dealer is the only way to get things sorted, ie, they get the van in a workshop and fixed this week or you reject it, faults on the drive home after pickup is unacceptable for vw approved.

 

[dilbu]

19 plate, about 60k, sorry I didn’t want to make you more stressful, but I think being very tough with your dealer is the only way to get thing sorted, ie, they get the van in a workshop and fixed this week or you reject it, faults on the drive home after pickup is unacceptable for vw approved.

No worries - its only 6 months old so I'm hoping it's nothing too sinister, I'm just doing due diligence. But yes agreed; I've just filed a complaint - problem is everyone is saying something else and VW are able to say that the dealer's are their own franchise and separate from VW so always have to go back to them and seem unable to act on their own. What I've learned is that if roadside assistance took the vehicle there themselves (which they did) then they are requierd to look at my vehicle within 48 hours. No word on what happens if they fail that.

 

[canaryben]

I would call VW CV customer services dept and start a complaint / claim.

once you raise a claim, VW CV UK will start to chase up the situation and contact the local garage to see what's going on. - they will help you get it sorted. I did this and they took my van in straight away rather than fob me off with a 2 month wait to get it booked in.


+++++++++++++++++++++++++


If you really need to speak to us direct, call 0800 783 4909.

You can also email us directly at customercare@vwcv.co.uk.

Also, here are our opening hours:

By phone Monday to Friday 9am – 5:30pm

Via Live Chat Monday to Sunday 8am - 10pm

Please note the Customer Care centre is closed for all English Bank Holidays.

Volkswagen Commercial Vehicles Complaints Procedure
Click here for more information


++++++++++++++++++

 

[Green Giant]

I’m sure if it’s VW approved, and especially as it’s still in VW warranty you should be able to use any VW commercial main dealer

 

[dilbu]

I would call VW CV customer services dept and start a complaint / claim.

once you raise a claim, VW CV UK will start to chase up the situation and contact the local garage to see what's going on. - they will help you get it sorted. I did this and they took my van in straight away rather than fob me off with a 2 month wait to get it booked in.


+++++++++++++++++++++++++


If you really need to speak to us direct, call 0800 783 4909.

You can also email us directly at customercare@vwcv.co.uk.

Also, here are our opening hours:

By phone Monday to Friday 9am – 5:30pm

Via Live Chat Monday to Sunday 8am - 10pm

Please note the Customer Care centre is closed for all English Bank Holidays.

Volkswagen Commercial Vehicles Complaints Procedure
Click here for more information


++++++++++++++++++

Thanks I have opened a complaint and have my case number; they've said they're calling back before lunch today.

 

[dilbu]

I’m sure if it’s VW approved, and especially as it’s still in VW warranty you should be able to use any VW main dealer

Yes, well it's at my local dealer now (not the one i bought it from which was a while away) but surely they could take it to another dealer that had capacity.

 

[roadtripper]

What's also annoying is i assumed it's likely the error code is pretty benign and nothing serious, but I didn't want to be a position where I've driven it knowingly causing damage and then have them come back at me.

It might be reasonably benign right now if it's the classic short runs causing partial regens but that process dilutes the oil (hence why the engine thinks there is too much in) and does long term damage.

At the very least I'd be insisting on a full oil service to replace any contaminated oil and filter.

 

[roadtripper]

At this point I feel I need more than just for it to be fixed but compensation too.

Be careful of the terminology you use in communication. The UK has good consumer rights but it doesn't cover compensation per se, the better phrasing would be damages i.e. expenditure that you have directly related to the issue.

A well presented set of expenses for hire vehicles due to their failure to spot the issues is more likely to succeed and be in line with consumer rights then a request for additional compensation.

There's a good summary on Autotrader, in particular note the change of rights between 30 days and 6 months and also that a dealer is allowed only one attempt at a repair:

Consumer Rights Act 2015 for used and new cars | AutoTrader

The Consumer Rights Act provides second-hand and new car buyers with a wider range of rights covering the sale of goods and services. Here we explained which consumer rights could cover you when buying a car, or when you require a refund, car repairs or the replacement of faulty goods.

www.autotrader.co.uk

 

[dilbu]

Thanks for the help everyone. In case anyone is interested, I threatened to refuse the sale and request someone to collect it, and someone from the dealer got on the phone and sorted it all out immediately. The customer care team for VW weren't aware of this and never got back to me and in all honesty I'm very disappointed with the lack of customer care or knowledge that they provided me with. So far it's the worst customer service i've had with any auto manufacturer.