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Model specific boards => Golf mk6 => Topic started by: Schuey on 03 October 2012, 18:16
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I recently purchased a MK6 GTI from a main dealer. Here is a summary of my 4 weeks of ownership.
Day 1 (Friday)
Picked it up @ 4pm had a 2-2.5hr drive home so obviously keen to get home.
During the drive back I noticed the oil temp was not displaying at all, there were horrible rattles and my bottle opener was missing!
The following day I thought I should check the oil as it displayed no temp (Extreme I know but peace of mind etc.....) oil level was low :sad:
I then checked the car over and noticed the fog light cover in the passenger arch was missing?! :sad: upon looking closer I noticed that inside the front bumper was full of stones/pebbles :angry: Seriously it was awful. My checks continued.
The passenger mirror indicator was full of water and had green/mouldy lumps on inspection the cover was not sitting properly and the housing was cracked :angry:
Day 4 (Monday) - Day 5
Contacted the supplying dealer and expressed some concern, particularly as the dealer did not get back in touch with me as promised, apparently a 'meeting' was in progress for over 4 hours and therefore I would have to wait . Finally after calling VW UK I got a call back from a rather disgruntled dealer/aftersales manager within minutes. After some discussion it was agreed to get the mirror, fog light cover and oil top up done locally and the supplying dealer pick up the bill.
The car was booked into my local dealer who said the next available booking was a week later. No problem, so the car sat at home until the following week.
Day 13 (Thursday)
Dropped the car off to my local dealer for the following:
Replace fog lamp cover
Repair/Replace mirror indicator lens and cracked housing
Top up oil
Check rattles from the rear
Investigate oil temp issue
That afternoon I had a call, the rattle was rear door seals and we were awaiting warranty approval. Same for the oil temp sensor.
Day 15
A call to say that the car required a new instrument cluster :sick:
I called the supplying dealer and finally got through to the Aftersales Manager to update him and explain the issues. I also took the opportunity to say I was disappointed that all the issues were present. From there the call deteriorated resulting in the Aftersales Manager accusing me of making accusations and said he was writing down what I was saying?! :shocked: :laugh:
All because I said it didn't appear that the car had been prepped properly.
The result? The supplying dealer Aftersales Manager HUNG UP on me :whistle:
I called back straight away and asked for the Brand Manager who then called me back 45 mins or so later.
I explained my issues and a brief summary of a 30 minute call was told its a used car what do you expect? My particular favourite from him was 'most cars do not have oil temperature sensors so don't worry about it' :shocked:
On the Aftersales manager phone hang up issue and telling me he was writing down my so called accusations the Brand Manager said he was passionate??? Well excuse me....... :lipsrsealed:
So off to VWUK to log the issues with the car and supplying dealer.
I did ask them where in all of their marketing literature did it say 'it's a used car after all'
Day 27.5
So two weeks on and finally the car has been repaired, spoke with VW and the dealer is offering no goodwill gesture :angry:
The final work list is as follows, all faults diagnosed within 1 week of ownership:
Fog light cover and remove stones/pebbles from front bumper
Replace damaged door mirror indicator and housing
Supply top up oil kit
Replace oil temp sensor
Replace instrument cluster
Replace rear door seals
Replace rear window seals
However its really taken the shine off the car and still no bottle opener!
So what to do next?
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Have you been dealing with VW UK customer services or the VW UK executive's office?
This situation sounds very much like something Crewe Volkswagen would do. I remember being physically shouted at in the show room by the workshop controller.
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VWUK Customer Services have been dealing with it, but they seemed to have little influence over the dealer
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OUCH!!! man, sorry to hear you've been having so much trouble with a new purchase...the supplying dealer sounds like a total arse, at least your local dealer was more helpful...you shud name and shame and of course spread the word of the good dealer too...
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pm me your address I will send you a bottle opener ; )
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I. Had similar issues with my dealer they said it had Bluetooth it didn't there was other bits I wasn't happy with got rectified but you don't expect it when you pay over £20000 big ones standards I suppose !!!! Evo1986 sounds like he has standards
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Bloody awful service, dealers really do vary massively with brand having very little to do with it.
Can only imagine this experience has left a bitter taste in you mouth, very disappointing.
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(http://i1146.photobucket.com/albums/o539/andypgill/90f8485bfcf7a6174259dbc4874871ab.jpg).
You can still reject it if your within 30 days.
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Yip Id pursue issues in writing with VW UK as per no fuss/quibble on approved used cars.
I did similiar with Audi UK couple of years back and they put a rocket in the Stealers pants to my satisfaction.
Shocking attitude and poor
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Thanks for the replies and your interest. I will put up some pics as well so you can see just how bad it was.
EVO - What an offer, amazed that there are dealers out there willing to help tidy up someone else's mess, I'll PM my details but many thanks to you!
Andy - I spoke to the Aftersales Manager and was told to speak with the Salesman about a replacement, but they have no Carbon Grey 5 door available. Point 8 seems quite interesting as well :whistle:
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That's a bad scenario schuey; but I have to ask - why didn't you notice those problems before you bought the car?
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As I said the car was 2-2.5hrs away and was bought over the phone. I would not expect so many issues from a main dealer car and what would be reasonable for me to find?
VW are the ones who quote comprehensive testing and reconditioning after all.
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When will companies ever learn :angry:
Problems/mistakes will always happen FACT! but its how you deal with them that counts and a company can rise or fall on how they deal with them in my opinion.
I think you should name and shame this unhelpful, rude dealer.
Hope you get everything sorted to your satisfaction and it doesn't ruin your enjoyment of new car. :smiley:
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It is the same overhere in Holland with the VW dealers... :sad:
I have had them all...well nearly all.....the horror........if only they take the same course as the BMW guys it would be a different ballgame...they do it downright outstanding.
If people want to know bad things about the car or brand I can only start about the dealers...in such away that they think twice about VW... :angry:
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I can sympathise where you are coming from. The standard of service is absolutely shocking.
In just the last 12 months I've had:
* A main dealer scratch my alloy severely when fixing a puncture and deny it then send me away with the wheel supposedly sorted, unbalanced!!
* A tyre fitter score my wifes alloy on the outside trying to get the weight off on the inside!!
* A different tyre fitter that changed both my front tyres score the inside of my alloys again trying to get the weights off, plus the machine that holds the wheels obviously never had any protective cover on its jaws so has gouged out 3 bits of the inside of both my alloys!!
* Only last week at my last service have the main dealers scratched all my tailgate then surprise surprise deny it was them. I specifically asked them not to wash the car and they did!!
I've got to the stage that any work I'm getting carried out I will specifically ask them if they can do it without causing any damage and invite them to inspect the car first so they can't deny it was them.
It is so sickening how folk just don't give a shit any more
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Write/call Which! magazine and Auto Express. Within minutes of either of them contacting the supplying dealer/VW UK they'll be giving you freebies left, right and centre.
I've done it more than once...at the end of the day dealers and manufacturers don't want to be slated in the press :smiley:
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Can you really enjoy the freebies...I speak from experience...damage is done... :sad:
I received with negotiating a very big compensation but the fun was nearly gone picking up my new incomplete car...
My option stick the freebies up their &&&€€))) and try to get it right...show the f€&k respect for our cars they know we are dedicated...
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Without playing devils advocate I'd like to say that my dealer is ace. First service no dramas, which is great considering they had the centre console out to sort a squeaky handbrake out. I guess we'll have to wait and see if I have any dramas with the remap?
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How is this for service a week after buying my car (2010 GTI 16000 miles from Arnold Clark) I had one or two problems with it spare key not working and a noise sometimes when pulling away so I phoned Arnold Clark again and again and never got a call back (the branch I bought the car from was 40 mile away )that's why I just didn't go . so the car was still under VW warranty so went to local VW garage and ask if they can help nice young girl on service desk said she would book it in so a mechanic can have a look at it so took it in one Saturday waited about a hour and the mechanic said it needed a new key and was not sure about the noise. said he will order new key it will take about a week to come in when it comes in they will phone me and get the car in for a full day repair the key and try to sort out the noise one week later car went in at 8 AM at 11AM got phone call key repaired and the noise was from the clutch and it will take two days to repair if I come down they will give me a loan of a car ( nice new polo) two days later phone call car ready went to pick up car and got talking to the mechanic that did the work and he told me he repaired the key put in new clutch and replaced all 4 alloys( monza shadows) as they had worm marks on them and it was all covered by the VW warranty total cast £0. the garage was VW specialist cars Guess who gets all my service work now
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That's an awesome story! That's great that they changed all of the wheels, bet the motor looks brand new?
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yes I was over to moon I even took in two big boxes of sweets for the service staff and the mechanic
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Arnold Clark never got back to you? There's a surprise. Not. It was them I had problems with.
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My local dealer who repaired the faults were not the supplying dealer but they were impeccable, I did get the offer of a courtesy car off them.
My point being that the supplying dealer should not have sent the car out in this condition in the first place. One or two niggles yeah fine but the list kept growing, did I mention the new drivers seatbelt that had to be fitted as well :whistle: :whistle:
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Bottle opener in the post : )
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Bottle opener in the post : )
First class Lee, it arrived this morning........ A massive thanks and I really appreciate the offer.
I will certainly give you a call once the MK7 is on the market and would recommend everyone on this forum do the same! :smiley:
Thank you again.
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For me it seems to be individuals in the dealerships and not them as a whole. My local dealer repair and service people are top banana, going there for last 5 years for servicing our golf GTis and other vw's we've had. Best ever service for car servicing I've ever experienced and I've had a couple of very nice cars in the past from other more flashy marques.
However buying a car from them is painful the 2x times I tried. I don't like faffing about. for me its a case of can you beat
xyz deal yes? Ok here's my card for a deposit or if no then goodbye. First time went in about 2006 we had a right weirdo sales guy. Conversation lasted all of 2 sentences before back went up, makes me chuckle thinking back it went something like "hello interested in a golf gti, but not 100% decided yet as also looking at a new 4 door M3." His response was brilliant. He made a big tut sound then....Well come back after you've decided and he walked off. Haven't seen him since so when going in for servicing so guess he left or was dumped.
But their after sales is spot on which is the key for me.
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Sales is sadly often perceived as a job anyone can do and as such 'anyone' can end up in these positions :rolleyes:
A good sales person is worth their weight in gold (well maybe not quite that much) and can help make or break a business as your front line revenue stream.
Personally I have only ever met a few sales people in car dealerships over the years that haven't offended my wife and I, and our Current Golf ownership is due to a good one with this being the second car we have bought from him.
Currently work within Sales myself, albeit within manufacturing and have often wondered how successful I would be in the motor trade with my background in sales and passion for cars and all things related.
My concern is I currently deal with professional buyers day to day rather than the general public which I can only imagine gives you people from every end of society, with the potential to be quite rude and obnoxious.
Can imagine its an eye opening career path :laugh:
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Totally agree, good and bad like in any line of biz. I think when it comes to cars I get the duff ones :laugh:
I'm not in sales - not my cup of tea and to be honest I be totally crap at it. Can't get my head around people who love to go into a car showroom for hours \ test driving \getting their car's trade in assessed .... but have no intention of buying a car. That would wind me up so much.
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Just to top it all off the dealer has not set up my free servicing or MOTs.
This car has become so much hassle :rolleyes:
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Well my ED35 is away into the dealer tomorrow for it's 1st service.... :cry:
So instructions to them will be don't wash my motor, no dirty boiler suits and boots...and remember and stamp the service book...lets see how they get on.... :undecided:
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Well my ED35 is away into the dealer tomorrow for it's 1st service.... :cry:
So instructions to them will be don't wash my motor, no dirty boiler suits and boots...and remember and stamp the service book...lets see how they get on.... :undecided:
You haven't had it that long have you??
I bought the service pack with my ED30, never used it, I only did 4000 miles in 1yr. My R32 was the same, 1 yr 6000 miles and then px'd it.
My local dealer has put in a car wash which they use for all their cars and Audis from their other franchise, in fairness my 3.0TDI A4 Avant was spotless but then it kept breaking down so was in there often enough :rolleyes:
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Well my ED35 is away into the dealer tomorrow for it's 1st service.... :cry:
So instructions to them will be don't wash my motor, no dirty boiler suits and boots...and remember and stamp the service book...lets see how they get on.... :undecided:
You haven't had it that long have you??
I bought the service pack with my ED30, never used it, I only did 4000 miles in 1yr. My R32 was the same, 1 yr 6000 miles and then px'd it.
My local dealer has put in a car wash which they use for all their cars and Audis from their other franchise, in fairness my 3.0TDI A4 Avant was spotless but then it kept breaking down so was in there often enough :rolleyes:
I must sound like a right whining old git! :lipsrsealed:
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I bought the 3 year service plan...and i've done just under 9000miles since I got it at the end of Jan.... :sad:
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Not sure what the posts about service pack meen. I've got it had two services from it and only have 8k on the car. First service was at 3.5k
I'm dreading taking mine in for repair as on average its took 3 more visits to repair things damaged when its been in for repair!
I will give them that when its been in for service they have done a good.job those two times.
:sad:
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Well I was sitting at the VW Dealer at 07:15hrs and wasn't first to be there.... :sad:
Booked the ED35 for it's first service and got a courtesy car POLO 1.2....I was expecting the service to take a couple of hours and by lunchtime never heard anything from the dealer, so phoned them up to see if the motor was ready...The service guy said, sorry no it's not ready there's been a mix up.... :angry:
He said we thought you had a red gti in for a 40000mile service and not a Black ED35 in for a 9000mile service... :roll eyes:
It seems that VW never updated my last records and it took them 3hrs to get the paperwork sorted and then they put me to the back of the queue :angry:
Got it back late afternoon all seems well....thank god I never bought a POLO....It was like being in a washing machine... :grin:
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Well I was sitting at the VW Dealer at 07:15hrs and wasn't first to be there.... :(
Booked the ED35 for it's first service and got a courtesy car POLO 1.2....I was expecting the service to take a couple of hours and by lunchtime never heard anything from the dealer, so phoned them up to see if the motor was ready...The service guy said, sorry no it's not ready there's been a mix up.... >:(
He said we thought you had a red gti in for a 40000mile service and not a Black ED35 in for a 9000mile service... :roll eyes:
It seems that VW never updated my last records and it took them 3hrs to get the paperwork sorted and then they put me to the back of the queue >:(
Got it back late afternoon all seems well....thank god I never bought a POLO....It was like being in a washing machine... ;D
Why have you had it serviced if it's only 8/9 months old?
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Because it came up on the screen and said "service required" I've done 9000miles... :smiley:
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Because it came up on the screen and said "service required" I've done 9000miles... :smiley:
I did the same, and so by the time my dealer could fit me in for a 'while you wait' service I'd done about 9700.
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Just found the rear drivers side footwell carpet is wet, not used the car much recently, is this ANOTHER golf problem??
The doors/windows were all fully closed so no issue there, noticed a lot of water came out of the bottom of the door when I opened it?
It's absolutely :whistle: down outside right now so will check when the weather improves.
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Just found the rear drivers side footwell carpet is wet, not used the car much recently, is this ANOTHER golf problem??
The doors/windows were all fully closed so no issue there, noticed a lot of water came out of the bottom of the door when I opened it?
It's absolutely :whistle: down outside right now so will check when the weather improves.
Loads of water does come out of the doors when you open them but there shouldn't be any water inside the car.
Jim
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Had the GTi booked in with the local dealer to change all the door hinge bolts under warranty after the driver door bolts worked loose ( 2 hour job they said as they had to be painted). My wife took the car in at the appointed time and 3 hours later was still waiting with no apology! Eventually got it back and the service sheet said it had been given a courtesy wash when it had not. Having bought the GTi and a Scirocco new from the dealer over a period of 18 months it proves there is no loyalty to customers at my stealers. Seem many customers have similar experiences after reading this thread. Experience with other car makes dealers makes me think that VW needs to get more feedback from its customers and lose/change dealers rather than get all dealers branded poor.
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Had the GTi booked in with the local dealer to change all the door hinge bolts under warranty after the driver door bolts worked loose ( 2 hour job they said as they had to be painted). My wife took the car in at the appointed time and 3 hours later was still waiting with no apology! Eventually got it back and the service sheet said it had been given a courtesy wash when it had not. Having bought the GTi and a Scirocco new from the dealer over a period of 18 months it proves there is no loyalty to customers at my stealers. Seem many customers have similar experiences after reading this thread. Experience with other car makes dealers makes me think that VW needs to get more feedback from its customers and lose/change dealers rather than get all dealers branded poor.
Strange, the hinge on my drivers door hinge came loose too, they replaced the bolts but mine aren't painted, hmmm ???