GolfGTIforum.co.uk
Model specific boards => Golf mk6 => Topic started by: KVW on 18 August 2009, 20:25
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My gti experience has gone from bad to worse.
I picked up my car 7 weeks ago and found on delivery it had a broken
ashtray and several rattles. The garage wanted nothing to do with the rattles so ensued a long protracted series of phonecalls where they finally accepted to do
something about it. 6 residencies in the garage (they've had the car as long as I have in 7 weeks) and 500 miles of their 'testing' (including 80 miles in
three days last week- go figure) later they claimed to have sorted it (+ an rcd510 as a goodwill gesture). Today I got them to deliver the car to my work where it was conveniently done whilst I was busy treating patients just after lunch. Imagine to my horror when I discovered this evening they had given me my car back with a kerbed left front alloy and torn sidewall on the tyre. I'm absolutely livid. Phoned the technician who has been dealing with my car over the past 9 days on his mobile as the garage was closed. He said he'll look into it.
Where do I stand? I have had the worst start to owning a gti. Can't see it getting better. I'm actually regretting buying it - which I did cash up front. I've wasted so many miles travelling to and from the garages, loads of time in the phone and I could really do without the stress.
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Sorry to hear this.
Not sure what's best...get it fixed, or get rid.
I feel similar if things go wrong and don't get fixed...I just won't put up with it, so the car has to go.
Good luck.
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Can you claim on there insurance and insist any corrective work be done at another VW dealer?
Sounds like your having a rough time :sad:
Wouldn't suprise me if they have been using it as a demo in the spare time to be honest. When I had a vauxhall vivaro van from new it went in for some warranty work and they threw me the keys to a corsa to use which had he-man dual controls fitted! (learner car) pretty sure it wasn't part of there stock judging by all the personal stuff that was in it :shocked:
Sam
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write into a car mag.
i did that when i had heaps of teething problems with my MINI and after 11mths they agreed to completely replace the car... co-incidently one week after my letter was published in Autocar...
What Car is good for this too, they have a dedicated section on this. They often help you to contact the manufacturer.
Given the Golf GTI is so new, this will be "newsworthy" so I would expect mags to take up your cause.
If still no joy then escalate to VW HQ and also Trading Standards.
Best of luck.
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write into a car mag.
i did that when i had heaps of teething problems with my MINI and after 11mths they agreed to completely replace the car... co-incidently one week after my letter was published in Autocar...
What Car is good for this too, they have a dedicated section on this. They often help you to contact the manufacturer.
Given the Golf GTI is so new, this will be "newsworthy" so I would expect mags to take up your cause.
If still no joy then escalate to VW HQ and also Trading Standards.
Best of luck.
Best idea to start with.
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Take photographs as evidence. Tomorrow call VW UK Customer Care at the number on this page http://www.volkswagen.co.uk/volkswagen-world/contact
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I'd phone and arrange an appointment to see the manager of the garage not the technician that has been dealing with the car.
Tell him verbally the faults and complaints you have and also write them down with times dates etc the car has been in the garage. If you haven't already done this make sure you do it from now on.
I'd tell the manager you are contacting VW direct about the shoddy workmanship to keep them in the picture. Personally I'd give them one more chance stipulating when they can have the car and for how long. You don't want to give them it for it just to sit in a garage for a few days not being looked at.
Tell VW you are giving them one more chance but you have no confidence in their workmanship. They should appoint their own manager to it that will liaise with the garage. If its not fixed demand another dealer take over the work.
I'd also want them to justify the 80 miles in 3 days. That's absurd for testing for rattles.
A new wheel and tyre is the least they can give you for the damage.
If VW don't get it sorted, I'd then resort to the car mags.
EDIT: I never noticed, Are you saying they have run up 500 miles in testing alone in 7 weeks???
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if all else fails send in the heavy mob.... TT and Kev ought to do it! :evil:
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Indeed that is the case. My car has just hit 1000 miles. Ive only had the car for half of the 7 weeks since delivery. Half of the mileage has been put on by them and their testing and ferrying the car to and from the garages. Vw customer have been kept in the loop since day 1. They'll be getting another call in the morning. I've avoided the managers at the garages after week 3 when the brand manager started shouting at me whilst trying to sort things out. Ended up telling him I wasn't going to get involved and would communicate through customer care instead. Hence the goodwill gesture offered instigated by vw. Can't believe the poor service I've received so far. I won't name and shame the garage in question just yet seeing as I have to deal with them for a little while longer until an outcome is reached. Will keep you posted re phone calls tomorrow. Thanks for all the advice. K
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I would go down the bad press route tbh. Not what any business needs right now, but stressing that this is the route you will take if the issue is not sorted will probably get things sorted alot sooner than you think.
Worst case would be to refuse the car which you are will within your rights to do... dont forget to stress that whilst another car is on order you would want a courtesy car also.
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Sorry re-reading the OP's issues, they do sound cosmetic. Rattles, a broken ashtray and a kerbed alloy/ ripped tyre side wall.
When I had issues with my brand new MINI they were fundamental things that affected my use of the car. I had several electrical faults which meant the car wouldn't start and the gear linkage went meaning I was stuck in gear on the motorway. After the latter fault I was livid and penned my letter to Autocar.
In this case, this is more around dealer incompetence around trying to sort out minor issues. They have upgraded your stereo which prob covers the cost of the kerbed alloy and tyre.
A proper dealer should be able to sort out your points, and I support you in trying to get this done, BUT I don't think this is so serious that there are grounds for a new car.
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don't go to the press - get Trading Standards involved as they carry a lot more clout and will resolve your issues
My missus deals with this sort of stuff all the time. Its suprising how quickly the garage suddenly sorts things after a phone call from Trading Standards :evil:
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don't go to the press - get Trading Standards involved as they carry a lot more clout and will resolve your issues
My missus deals with this sort of stuff all the time. Its suprising how quickly the garage suddenly sorts things after a phone call from Trading Standards :evil:
Trading standards is very good advice. This is not a fly by night company either that may ignore trading standards, so I'd 2nd giving them a go.
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I would take it back and demand a refund. there's no way they should have put 500 miles on the clock.
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I would take it back and demand a refund. there's no way they should have put 500 miles on the clock.
sadly they are very unlikely to do that - its not as if the car isn't mechanically sound
best the OP can hope for is to have everything put right and get some compensation for petrol, deprciation costs etc which is where Trading Standards can help :smiley:
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They have upgraded your stereo which prob covers the cost of the kerbed alloy and tyre.
surely a new alloy and tyre would cover it too?
i still think you are still owed a small depreciation charge and hassle factor compensation on top of the stereo upgrade and new wheel/tyre, but it would have to be a worse problem before i'd be insisting on handling it back (i think)
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I had big problems with a picasso i once owned,it leaked oil from gearbox area from about 3 months old untill i sold it and brought a touran 3 years later,it spent at least 6 months in the dealers,they spent thousands doing the same things over and over again,i contacted trading standards who said as long as they keep trying to fix the problems there is very little they can do.
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I had big problems with a picasso i once owned,it leaked oil from gearbox area from about 3 months old untill i sold it and brought a touran 3 years later,it spent at least 6 months in the dealers,they spent thousands doing the same things over and over again,i contacted trading standards who said as long as they keep trying to fix the problems there is very little they can do.
they can't force them to do anything but they can assist the consumer to prepare a court case if the consumer gets to that point. And also with them involved it certainly applies a lot more pressure than going to the press and or dealing with it yourself
unfortunately its mainly dependant on how helpful your local Trading Standards office are :sad:
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Phoned customer care first thing this morning and they logged everything but was told my contract is with the dealership and not them so they can't get involved with regards to refunds or the like. Called the garage straight after and was told that the manager I needed to speak to was away for the day in Leeds so he'd be in touch tomorrow. Then i was informed that the guy who valeted the car said he didn't kerb my alloy and the guy who delivered my car went off on holiday yesterday for 3 weeks. It was then suggested to me that I did it. You can imagine my reaction. Ended up getting put through to the communications manager who said he'll try and sort out a new tyre for Saturday and will call me regarding getting a new alloy as well hopefully for the same time. Hopefully my tyre won't fall apart before then due to the damaged sidewall.
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Any time I don't get satisfaction or feel I'm being fobbed off I just go above that person i.e. manager to area manager.
If it is a big main dealer try and find out who their Managing Director is and then write a letter of complaint to them ccing a copy to the actual manager that you have had no satisfaction with. You'll be amazed how quickly they get off their fat arses and get the job done properly.
Many moons ago I bought a Vectra Estate (1st ever brand new car). It had a squeaking noise from the rear of the car that would drive me crazy. It really was infuriating and everyone commented on it. It also had rattles from the glove box and the door frame. It was in and out the dealers several times with no success. I think about 7 or 8 full days in total. I got to the point I actually didn't want to drive it. Anyway after several attempts to fix it I felt the manager wanted nothing more to do with me and would never be available when I called or was taking the car in. I eventually wrote to Arnold of Arnold Clark fame (we all make mistakes) ccing the manager. 2 days later the manager called me personally to arrange someone to come and pick up my car and deposit a courtesy car of better spec (he gave me his own SRi estate) He also paid for all my previous insurance cover when I was using the courtesy car, upgraded my cassette player to a CD player which was a big thing then :smiley: and threw in the first service free.
They managed to fix the 2 rattles but left me with the squeak which I managed to fix by applying a tiny bit of vaseline around the tailgate seal.
So I learned it always pays to go above the bosses head if you are getting no satisfaction. Don't let them fob you off.
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New tyre and alloy fitted this morning. Drove it away and now there's a buzzing noise on bumpy surfaces from behind speedometer. No idea why. No steering wheel vibrations or instability at speed. Gonna drive it for a bit to see if it settles. But it's just one thing after another after another.
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Sorry to hear about this.... sums up the dealers really tbh. Looks like you may have a Friday afternoon car :undecided:
Hope you get it sorted pal.. VW HO no good?
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By the sounds of things, a few YTS's built this car.
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By the sounds of things, a few YTS's built this car.
on a Friday afternoon :sad:
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HO were most unhelpful. Just said if I wanted to reject the car then they couldn't get involved. It was just between me and the dealer to sort out. Got legal advice and they said it was v difficult to get a refund. The contract is pretty watertight. They said the best way to go about things would be keep sending it back again and again until they can't fix it then they'll have to do
something. Or the other thing to do would be to sue them for delivery of a product that doesn't meet the description and/or for stress caused, phone calls, loss of earnings etc. See what happens over the next few days.
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auto express, what car and other motoring mags time then mate.
List times dates, damage faults etc, when a mag a journo takes your car in they WILL do summat about it :grin:
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By the sounds of things, a few YTS's built this car.
on a Friday afternoon :sad:
Exactly.
Wither everything gets fixed or not, I'd just be sitting biding my time waiting for the next thing to go wrong.