Escalating a complaint to VW?

[MudderMark]

Hi guys,
I have a T6 with leaking sliders. Long story short I have an open case with VW but they keep fobbing me off and my case manager is (in)conveniently always busy. Does anyone have an email or phone number that I can maybe escalate this with to see if I can actually get anywhere?
Thanks in advance

(ps. First post on here so apologies if I’m in the wrong place )

 

[t0mb0]

Hi guys,
I have a T6 with leaking sliders. Long story short I have an open case with VW but they keep fobbing me off and my case manager is (in)conveniently always busy. Does anyone have an email or phone number that I can maybe escalate this with to see if I can actually get anywhere?
Thanks in advance

(ps. First post on here so apologies if I’m in the wrong place )

How ‘assertive’ are you being with them? In my experience you have to cause enough trouble that they pass you on to what they call their ‘executive team’ who are much more able to do something about it than the first tier of staff.

 

[MudderMark]

How ‘assertive’ are you being with them? In my experience you have to cause enough trouble that they pass you on to what they call their ‘executive team’ who are much more able to do something about it than the first tier of staff.

Thanks for the reply.
I was more ‘assertive’ with them today I have to say and I have now finally had a response. An offer of £300 goodwill credit to put towards fixing what they’ve accepted as a manufacturing fault. Each window was quoted at £850+ so yeah not a great offer.
Looks like another email response to them is needed. Absolutely shocking service but at least it shows that if you persist they will eventually come up with something rather than ignore!

 

[DXX]

Whoever you get to talk to ask to talk with their manager, tell them what you want and don’t accept any compromise at any stage, that indicates that you will buckle.
Record all conversations and get the names and positions of the people you are dealing with.
Failing that Tradings Standards, local newspaper, local radio, ask plenty of awkward loud but relevant questions on a busy Saturday in the showroom.

 

[Scruffy]

Add to all above with a conversation with VW commercial's twitter feed.

 

[MudderMark]

Thanks guys, wish me luck! Has anyone had a similar experience and they’ve repaired a faulty part? They told me a couple of times that they have a ‘purse of money for fixing known faults’ but they are suddenly being very shy with said money.

 

[t0mb0]

I assume it’s not under warranty?

 

[MudderMark]

I assume it’s not under warranty?

No it’s a 16 plate but I rang them initially just on the off chance and was basically told in no uncertain terms that they know of the issue and that there’s money available to fix it. I had to take it for diagnostics which confirmed that the windows needed replacing but now they’re backtracking. Really frustrating.

 

[Salty Spuds]

In 2000 I bought a brand new Toyota Hi-lux with a Toyota supplied Truckman top. The top was faulty from day one, they gave me the runaround for a month or so, but I played along for the sake of appearing to be “reasonable”. After around 6 weeks of being fobbed off I served the CEO of Toyota UK with a small claims /county court summons. The same afternoon I got a phone call from his PA asking what they could do to put the situation right & restore my faith in Toyota. Job done.

 

[MudderMark]

In 2000 I bought a brand new Toyota Hi-lux with a Toyota supplied Truckman top. The top was faulty from day one, they gave me the runaround for a month or so, but I played along for the sake of appearing to be “reasonable”. After around 6 weeks of being fobbed off I served the CEO of Toyota UK with a small claims /county court summons. The same afternoon I got a phone call from his PA asking what they could do to put the situation right & restore my faith in Toyota. Job done.

Fair play!! This gives me a little more confidence that I stand a chance. By my reckoning they should replace. It’s their faulty part, they should replace.

 

[Ozi]

If they’ve accepted that it’s a “manufacturing fault”, they need to be replacing/repairing and without any cost to you…..particularly as they’ve already confirmed there is money put aside to do this.

As said above, keep notes, who you spoke to etc as well, just in case you need to go legal with them