Really tough conversation with Lisa from VW exec. She unexpectedly just called me at 18:15.
Right off the bat when asked how I am I said not good, I want to cancel. I guess she's having a bad day as I was quizzed pretty hard on "why am I doing that at this stage of the order?". I explained about the delays and the lack of meaningful information. I explained about things like the excuse of factory shutdown being insulting because a scheduled shutdown should not cause a delay. I exp,aimed about the strange situation of earlier orders delayed while others progress. I explained that same orders with BWs are still not going to be built.
She wanted me to wait until BW37 to see if mine would go through on BW37 or not. Why would I waste another month and forfeit a deal with BMW just to find out if my order is delayed AGAIN. She started raising her voice and seemed pretty pissed that I was "asking questions she can't answer". I explained that I am not upset she can't answer I'm upset that we arrived in this situation in the first place.
She a,so said she is staying late to call people but that annoyed me. I said she said she would call Wednesday and nothing happened. She said shed call Thursday and nothing happened. I called Thursday and was told I would be called back...nothing happened.
I ended by saying I'm only explaining all this to help VW. They need to understand why they have upset a customer so they can try to avoid upsetting other customers. I said is not her fault but someone needs to look at the procedures they have. Finally I said personally I believe it is VW Germany's fault for not giving VWUK any info, but I know she can't confirm that. Silence.
Finally she said she is sorry if I was misled when I ordered and all my complaints have been logged. I said I've never actually made a complaint I've only ever called for information, they assumed I was complaining. Furthermore I have no issues with the dealer and don't blame them for this.
Conversation ended. Did she listen and understand? I don't think so. It was all excuses raised voice, talking over me and implying I was being unreasonable. Perhaps she gets a rocket if a case she handles isn't resolved satisfactorily I don't know... I have low confidence that any lessons have been learnt here however.
Meanwhile BMW are guaranteeing a September delivery and a £6k discount. (I did mention this but she says she can't comment on BMW. Of course she can't... The point is they are helping while VW are messing).
-sigh-
I expect some of you are having equally annoying calls right now!
