Flaky bits of trim...

[kalimon]

Having dealt with Audi dealers for the last 10 years, I'm dreading dealing with VW after reading to this.
Audi were very good to deal with ( well my dealer was ) and their dealerships are very comfortable places to wait.

[JoeGTI]

It obviously seems to depend on your dealer and/or the relationship you have with their service dept. I had no problem getting my Start button replaced. No question about it, and as it turns out VW actually had flagged it as a known issue and redesigned the lettering on the button.

[Watts]

Having dealt with Audi dealers for the last 10 years, I'm dreading dealing with VW after reading to this.
Audi were very good to deal with ( well my dealer was ) and their dealerships are very comfortable places to wait.

My Audi dealer had their moments but I stopped going to them after they misquoted a job (they had my car's details so entirely their own fault) and refused to honour it but only at the point of dropping the car off. On the same visit they were going to rip me off for 30 mins labour to change the lights switch which they did free in the end as a 'goodwill gesture'. It took the service desk assistant (not a mechanic) less than 30 seconds to complete the job. Thieving gits.

[Bubba Nutkin]

It does make you wonder; given VW's recent negative publicity, you'd expect them to up their customer service game.
I suspect the franchise dealer AKA local monopoly model is broken.  Where's the need for good customer service when you are the only new car dealer for a given brand within a 20 mile radius?
Bubba.

[monkeyhanger]

Some dealers are just crap when it comes to warranty claims, some warranty staff clearly don't know what VW UK will reimburse on.

If VW UK say no for an item that another dealer would get the green light for the work, it would seem to me that the first dealer didn't explain it well to VW UK when submitting the claim or the dealer lied and didn't actually ask VW. As always, if you get the brush off from one dealership group then try another.

[JBirchy]

Yes it is a bit annoying really. Does anybody know a customer service email for VW UK? I think I'll write to them and take things a little further...

[vw spur]

Yes it is a bit annoying really. Does anybody know a customer service email for VW UK? I think I'll write to them and take things a little further...

I'd be phoning VW uk first and setting the wheels in motion and then follow it up with an email to the person you spoke to describing the faults and attach some photos as well

[JBirchy]

Yes it is a bit annoying really. Does anybody know a customer service email for VW UK? I think I'll write to them and take things a little further...

I'd be phoning VW uk first and setting the wheels in motion and then follow it up with an email to the person you spoke to describing the faults and attach some photos as well

Yes good idea, I'll do just that.

[p3asa]

I've always found @vwukhelp on twitter to be very responsive

[karlak]

Dealer A - Refused to replace my flaking start/stop button. Here is a Bill for us to replace it for you....

Dealer B - No problem sir, that will be covered under warranty.

I have an open case with VW Customer services investigating why some dealers (my Dealer A) appear to apply their own idea of what is covered by the VW UK policy.