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Astonishingly bad customer service.

  • 25-08-2016 11:14am
    #1
    Nonoperational
    Registered Users, Registered Users 2 Posts: 7,401 ✭✭✭


    You'd know the good times were back. Friend dropped a car in to a well known large Cork based VW dealer. Payed €1300 for repairs. They charged for but forget to do a job that required 2 hours labour (recalibrate cruise control radar). Now waiting 4 days for a call back and service manager refusing to take call daily.

    Its really a shame that they get away with this level of service. Its a 2016 car purchased from them to make matters worse. Selling plenty cars and don't care about anything else.


Comments

  • #2
    Golfgorfield
    Registered Users, Registered Users 2 Posts: 669 ✭✭✭Golfgorfield


    Nonoperational wrote: »
    You'd know the good times were back. Friend dropped a car in to a well known large Cork based VW dealer. Payed €1300 for repairs. They charged for but forget to do a job that required 2 hours labour (recalibrate cruise control radar). Now waiting 4 days for a call back and service manager refusing to take call daily.

    Its really a shame that they get away with this level of service. Its a 2016 car purchased from them to make matters worse. Selling plenty cars and don't care about anything else.


    I had a not to dissimilar issue with my wife's car a few years ago, i solved it by driving to the garage, parking the car at the door, walked in and handed the keys to the service manager and told him id be back that evening to collect the car. Literally turned and walked out. It worked.


  • #3
    john1963
    Closed Accounts Posts: 271 ✭✭john1963


    why was your friend paying 1300 for repairs on 2016 car, was it crashed?


  • #4
    Nonoperational
    Registered Users, Registered Users 2 Posts: 7,401 ✭✭✭Nonoperational


    john1963 wrote: »
    why was your friend paying 1300 for repairs on 2016 car, was it crashed?

    Ya somebody damaged front bumper. They paid for it when he collected it.


  • #5
    JoeA3
    Registered Users, Registered Users 2 Posts: 7,470 ✭✭✭JoeA3


    john1963 wrote: »
    why was your friend paying 1300 for repairs on 2016 car, was it crashed?

    The cruise / radar sensor is ridiculously expensive to repair / replace / calibrate, so I've heard. So even a minor enough tip can cost big bucks.

    OP, sounds like a very poor dealer...


  • #6
    Atlantic Dawn
    Registered Users, Registered Users 2 Posts: 84,761 ✭✭✭✭Atlantic Dawn
    M


    Would it be a safety issue too if you thought it was working and it wasn't or was it obvious it wasn't fixed?


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  • #7
    Toyotafanboi
    Registered Users, Registered Users 2 Posts: 12,917 ✭✭✭✭Toyotafanboi


    JoeA3 wrote: »
    The cruise / radar sensor is ridiculously expensive to repair / replace / calibrate, so I've heard. So even a minor enough tip can cost big bucks.

    OP, sounds like a very poor dealer...

    Edit : have you went back and talked in person over this? It's a difficult issue to avoid really


  • #8
    Nonoperational
    Registered Users, Registered Users 2 Posts: 7,401 ✭✭✭Nonoperational


    Ya I couldn't believe it. New bumper and recalibrate sensor was the job. Paid money drove off. Tried cc and got an error. Went straight back and "oh sorry we fkrgot to do it". Now won't return calls. The service manager there is very unpleasant in his attitude.


  • #9
    seagull
    Registered Users, Registered Users 2 Posts: 2,342 ✭✭✭seagull


    Escalate to the head of the dealership, and from there to the main brand rep.


  • #10
    Golfgorfield
    Registered Users, Registered Users 2 Posts: 669 ✭✭✭Golfgorfield


    Nonoperational wrote: »
    Ya I couldn't believe it. New bumper and recalibrate sensor was the job. Paid money drove off. Tried cc and got an error. Went straight back and "oh sorry we fkrgot to do it". Now won't return calls. The service manager there is very unpleasant in his attitude.


    Try the park car at door, throw keys in and tell them you'll collect later.

    If thats ignored then go to the head of the dealership.


  • #11
    R.O.R
    Registered Users, Registered Users 2 Posts: 12,712 ✭✭✭✭R.O.R


    I think the Active Cruise Control sensor also has a function as part of the "City Stop" (or whatever VW call it), which is an essential piece of safety equipment on the car, and if that isn't functioning correctly then the VW dealer should not have let the car off their premises.

    I'd be checking this with VW Ireland (Contact details - https://app-ssl.volkswagen.ie/en/features/dbs_forms/dbs_contact_form_ie.htx) and if they confirm that an uncalibrated Cruise Control Radar can effect the Active Braking system in the car, then they'll take it up with Blackwater.


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  • #12
    Nonoperational
    Registered Users, Registered Users 2 Posts: 7,401 ✭✭✭Nonoperational


    Yep. I was very surprised with the whole think. Personally I would be working overtime to get it sorted if I made such a poor error. Contacting VW Ireland is a good idea. The gas thing is a small bit of manners and a phone call as promised Monday or Tuesday and there'd be no issue at all.

    Definitely lesson learned anyway. Personally had dealings with them buying my car in January and it was also a very poor experience which I posted about at the time.


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