Refund policy?

[KVW]

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.

[Ess_Three]

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.

[sambo]

Can you claim on there insurance and insist any corrective work be done at another VW dealer?

Sounds like your having a rough time 

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 


Sam

[keelaw]

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.

[ub7rm]

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.

[AlanH]

Take photographs as evidence. Tomorrow call VW UK Customer Care at the number on this page http://www.volkswagen.co.uk/volkswagen-world/contact 

[p3asa]

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???

[keelaw]

if all else fails send in the heavy mob.... TT and Kev ought to do it!   

[KVW]

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  

[R32UK]

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.