Bad warranty experience

[ccaasjf]

Hiya

My GTI had both its main beam and full beam lights changed by Halfords to Super Brilliance bulbs last month, during this process the passenger side full beam lens popped put of its retaining ball and socket.

Monday the 10th December I booked the car in to have the above unit checked off. Later on that afternoon the dealer informed me the unit had to be replaced due to the lack of access to insert the ball back into the socket. I was advised to contact VW customer services as they could not guarantee payment to Dovercourt as a warranty item and customers had a better chance going directly which I did.

I asked for the unit and the gentleman very kindly helped me with my mobile phone to take photos of the unit showing the ball disconnected from the socket.

Today I had a conversation with VWCS who had reviewed the case and decided the item was not covered by warranty. The lady said Halfords were responsible and made no reference to the ball and socket issue.
   
VWCS made two statements during this discussion:

1)   If I had not changed the bulbs the problem would not have existed. Yes if would have occurred out of the warranty period when a bulb was changed.
2)   The manuals states this should be done by a dealer. No it doesn’t, it provides guidance for an owner under the maintenance section 3 and advises that if you are not sure should be done by a qualified technician.

[ccaasjf]

My responce to VWUK:

Thank you for your letter dated the 21st December.

I do not agree with the VW’s assessment of the situation.

You claim the ‘retaining bracket’ was stretched due to mishandling. The bracket could not be out back correctly to the failure of the ball and socket which holds the bulb holder in place for re attachment. I have supplied photographic evidence of this, why have you not taken this failure into accounting during your assessment?

I am not surprised at the retailer’s lack of support, they were disinterested in reporting this as a warranty issue and only interested in taking the money. In my original letter of the 5th December 2nd paragraph I had to take the initiative and report this fault as a case reference. Normally I would expect the dealer to do this for me, but as the car is a personal import they were totally disinterested in looking after the customer.

In 2003 the Office of Fair Trading conducted a report on maintenance through franchise dealers and 3rd parties. This resulted in the code of practice called ‘SMMT’, I noticed on your letter head you make reference to both bodies.

If you do not concede this is a warranty issue and a full refund is forthcoming I will ask the SMMT to arbitrate on this complaint.

You say you are not responsible for any maintenance carried out outside the VW retailer network, well the above code of practice and the OFT report 2003 says you are.

It is my intention to report a blog on this disappointing experience until the case is closed on the following forums:

http://www.golfgtiforum.co.uk/index.php?board=16.0

http://www.tyresmoke.net/ubbthreads/postlist.php/Cat/0/Board/GTi

http://uk-mkivs.net/forums/20/ShowForum.aspx

You conclude in your letter no manufacturing defects exists, this is incorrect, the ball and socket failed to secure the bulb holder resulting in the retaining bracket could not be attached correctly.