Another Main Dealer Tale of Woe

[Raggerty]

I use Vindis in Northampton. I work in the town so works for me. They have always been spot on whenever I have dealt with them. I am local to Coventry but hear so many stories about Listers it put me right off using them.

I bought a Caravelle from Vindis and had an issue with 2 alloys whilst just inside warranty…deadly white worm. I took it in and they looked at the issue and notated the failings with a view to sending to VW for a decision…very negatively I might add! I waited for around 6 weeks and after no communication chasing them for a response, ending with an email which was never replied to or even acknowledged, so just gave up. Looking at a new motorhome as a replacement shortly, and guess what they wont be getting…a call to quote. I can deal with many things but pure ignorance wont wash with me.

 

[Hilly64]

Van back in

Head Unit became unresponsive a couple of times within a week of picking it up. they promised me that if I had further problems they would replace but needed it back to check if any further TPIs or software updates. So back in and they are now saying they can't get it to fault .... it is intermittent you clowns!!
I have sent them videos of the screen and what isn't working but that seems to cut no ice. they are saying it has to fault while they have it even though they have twice confirmed it was faulty WTF. Can't remember seeing any small print in T&Cs re how you demonstrate a fault and what really winds me up is that it is a known issue.

To add insult to injury I have waited two months, been cancelled once due to them being too busy, had a promise they would look at it straight away and now five days in and all they seem to have done is pressed buttons.

EML, P20EE and SCR again, by coincidence had the usual EML issue. That's two years and half a dozen visits and still no fix. frequency getting less. Just dread ringing them and listening to their total BS. Now talking worst case scenario new engine, never heard so much crap in my life. Surely you would start by replacing the Adblue unit? Again it is intermittent.

So a Warranty which doesn't do what it says on the tin. What also annoys me is that they aren't even engaging with the underwriters and almost acting as warranty police, what's in it for them I wonder? Why would they not just accept the work and get sign off from VWFS

seems a war of attrition

 

[Hilly64]

Van back out!

after over a week of very little progress I have had enough, probably had around an hour of attention in that time so just asked for the van back.

I strongly believe the dealership has very few mechanics or "master techs" as they are now referred to. Judging by the baked on bird poo all over the roof I also suspect it has been parked under trees in their service yard for most of that time which is annoying having been promised the van would be prioritised as I had been waiting two months and been cancelled previously

Head Unit - Wont replace unless it faults whilst with them. Can't remember that in the T&Cs. They have diagnosed it being faulty twice and miraculously repaired when I had lost patience with them having had the van in for over two weeks for minor issues. I have sent video evidence of the fault returning soon after I got it back, which they say is not acceptable. I have also asked for evidence from them that it was fixed but they can't provide that either. This is where it gets interesting VW Customer Care have suggested as a goodwill gesture I pay £600, the dealer contributes £600 and they will ask the original retailer up in Scotland to contribute £600. what it has to do with the latter two parties I don't know and just seems bizarre ..... and VW Warranty pay £0

EML, P20EE and SCR again - more of the same scripted tests and TPIs and still no conclusion or fix. So basically after nearly 2 years and half dozen visits for the same fault they still cannot fix the problem!!!

You have to laugh at the next bit - so whilst on a test run one of the wind deflectors "flew off". Been on there for 2 years never moved? TBF I now have a free new set of OEM VW deflectors which are pretty good and a slightly nicer grey tint than the old ones, they were in a box in the back of the van as no "master tech" available to fit them.
And to top it all when I got home I noticed the the under vehicle engine tray was missing which I assume had not "also flew off" when on the test run? still waiting for dealer to confirm if they have located it in the corner of the workshop somewhere. How incompetent can this get?

So tale of woe most definitely and thinking I now need to consider if there is any legal route I can go down to force VW's hand and get stuff done. How any business can treat customers in this way is beyond my comprehension.

 

[Sasquatch]

Van back out!

after over a week of very little progress I have had enough, probably had around an hour of attention in that time so just asked for the van back.

I strongly believe the dealership has very few mechanics or "master techs" as they are now referred to. Judging by the baked on bird poo all over the roof I also suspect it has been parked under trees in their service yard for most of that time which is annoying having been promised the van would be prioritised as I had been waiting two months and been cancelled previously

Head Unit - Wont replace unless it faults whilst with them. Can't remember that in the T&Cs. They have diagnosed it being faulty twice and miraculously repaired when I had lost patience with them having had the van in for over two weeks for minor issues. I have sent video evidence of the fault returning soon after I got it back, which they say is not acceptable. I have also asked for evidence from them that it was fixed but they can't provide that either. This is where it gets interesting VW Customer Care have suggested as a goodwill gesture I pay £600, the dealer contributes £600 and they will ask the original retailer up in Scotland to contribute £600. what it has to do with the latter two parties I don't know and just seems bizarre ..... and VW Warranty pay £0

EML, P20EE and SCR again - more of the same scripted tests and TPIs and still no conclusion or fix. So basically after nearly 2 years and half dozen visits for the same fault they still cannot fix the problem!!!

You have to laugh at the next bit - so whilst on a test run one of the wind deflectors "flew off". Been on there for 2 years never moved? TBF I now have a free new set of OEM VW deflectors which are pretty good and a slightly nicer grey tint than the old ones, they were in a box in the back of the van as no "master tech" available to fit them.
And to top it all when I got home I noticed the the under vehicle engine tray was missing which I assume had not "also flew off" when on the test run? still waiting for dealer to confirm if they have located it in the corner of the workshop somewhere. How incompetent can this get?

So tale of woe most definitely and thinking I now need to consider if there is any legal route I can go down to force VW's hand and get stuff done. How any business can treat customers in this way is beyond my comprehension.

Are they the supplying dealer? If so consumer law lays responsibility at their door, not VWs, and gives you tapered protection out to 6 years. I'd be firing up the pooter and would be emailing the small claims court forms to their CEO with a deadline to resolve this by X date else you'll be submitting them.

 

[Hilly64]

Are they the supplying dealer? If so consumer law lays responsibility at their door, not VWs, and gives you tapered protection out to 6 years. I'd be firing up the pooter and would be emailing the small claims court forms to their CEO with a deadline to resolve this by X date else you'll be submitting them.

Unfortunately not. I brought privately with All in Warranty and naively thinking this would give me cover and peace of mind as advertised in the sales blurb. Given the problems thought be good idea to extend for final two years.

It is a shame as apart from the SCR issue and very poor customer service I love the van, so very frustrating

Some have said that the whole SCR system is so fickle it may never get to a resolution

Small claims may be the ultimate destination unfortunately

 

[Sasquatch]

Small claims may be viable against the warranty underwriter, dependent upon the small print. You've provided reasonable evidence of the fault and if software isn't fixing it then a new unit is required.