How long do VW commercial take to approve extended warranty claims?

[jayc001]

Took Caravelle in for noisy wheel bearing last week at 94k. Dealer agreed wheel bearing at fault and there was nothing in paper work that excludes wheel bearings but needed to seek approval. Been over a week now and chased for update but they are still waiting to hear.

Anyone care to share time frames?

 

[Dellmassive]

normaly same day,

unless they ask the garage for proof/evidence.

in which case its back to the garage, get it back back in the ramp.

I've been waiting for 4weeks now for a DMF claim to go through.

my advice - chase the garage daily to get a progress report, or you might get left at the back of the cue.

(you can also call the UK warranty approvals people and get an update from them too. call them and give your reg and ask for an update - 03330433784 )

( this is what i done yesterday to get to the bottom of my delay - then called the garage back and gave them a proper grilling as it was the garage just being too busy for 3 weeks. now things have started to move I've caught them out )

 

[jimc91]

My understanding is they have sold so many of the extended warranties they can’t keep up with the demand to manage the volume of requests, I waited over a week for them to authorise an egr flush.

 

[Dellmassive]

It's the garages that have the issue/delay, they are too busy.

You can call the warranty team on the number above to see what's been approved.

 

[jimc91]

Croydon VW told me, and I've no reason to doubt them, that they submit the request electronically the same day and they have to wait for the warranty team to action it The garages certainly don't have time to keep phoning the warranty team chasing it up requests so it makes sense to do the chasing yourself if its urgent, but I would expect the warranty team to blame the garage when you speak with them; no one in the warranty team is going to tell you, yes its our fault we haven't bothered to process the request as we are too busy/understaffed, much easier to blame the garage.

I had the same issue when trying to take out a new EW, VW Croydon showed me their computer screen which showed the warranty had ended but they couldn't sell me a new one until the warranty team had cleared the system their end, they showed me emails they had sent on my behalf to the warranty team but in the end I had to phone them to get them to update the computer their end - long and short of it, not enough staff and too many warranty claims

 

[jayc001]

I just called the number and they have no claim on record. Phoned the dealer and they tell me it's been sent and they have called daily for an update.

Now someone is lying. I would assume dealer but it took 4 months to get the extended warranty in place due to incompetence at VWCS so I'm not sure who to trust.

For reference vehicle was already under all in plan, previous own was wrongly told his pre payment could not be transferred (since read it can).
I applied to transfer it the day I purchased it and after 3 weeks they sent online form, I returned same day.
Then 3 weeks later they asked for additional details, again supplied sameday and really not needed as they already had.
Then 3 weeks later they asked for a copy of my drivers licence.
Then again 3 weeks later they sent paperwork forms and asked for back payment as apparently cover had been running but they never told me.
To top all of this off they never once provided any documentation as to what All in covered either verbally or in writing (I already knew as I had previous paperwork from last owner). I'm pretty sure this part is a breach of some financial code / mis-selling regulations.

After 5 months and 13k miles of driving with a noisy wheel bearing I'm at the point of taking it to independent and paying for it.

 

[Dellmassive]

I just called the number and they have no claim on record. Phoned the dealer and they tell me it's been sent and they have called daily for an update.

Now someone is lying. I would assume dealer but it took 4 months to get the extended warranty in place due to incompetence at VWCS so I'm not sure who to trust.

For reference vehicle was already under all in plan, previous own was wrongly told his pre payment could not be transferred (since read it can).
I applied to transfer it the day I purchased it and after 3 weeks they sent online form, I returned same day.
Then 3 weeks later they asked for additional details, again supplied sameday and really not needed as they already had.
Then 3 weeks later they asked for a copy of my drivers licence.
Then again 3 weeks later they sent paperwork forms and asked for back payment as apparently cover had been running but they never told me.
To top all of this off they never once provided any documentation as to what All in covered either verbally or in writing (I already knew as I had previous paperwork from last owner). I'm pretty sure this part is a breach of some financial code / mis-selling regulations.

After 5 months and 13k miles of driving with a noisy wheel bearing I'm at the point of taking it to independent and paying for it.

if you have ALL IN or any other warranty with VW,

you can call the UK VWCV FS line that will tell you if your van has the warranty cover level - 08700102022 ( this is who we pay for the ALL-IN service )
they will tell you what level of cover you have: ie All in, road side assist, etc etc etc and when it expires.


+++++++++++


once you know you have full warranty cover you can call the warranty dept. above to see what the garage has claimed for - and the status of that claim.


++++++++++++

(you can also call the UK warranty approvals people and get an update from them too. call them and give your reg and ask for an update - 03330433784 )


++++++++++++

 

[jayc001]

Thanks but that's exactly what I have done. Called 03330433784 and they say no record of any claim submitted. Called local dealer twice this morning and they insist they have submitted.

Hopefully they can sort it out before the wheel eventually falls off and the claim is much larger.

 

[Phil_j89]

Thanks but that's exactly what I have done. Called 03330433784 and they say no record of any claim submitted. Called local dealer twice this morning and they insist they have submitted.

Hopefully they can sort it out before the wheel eventually falls off and the claim is much larger.

Which dealer are you using?

 

[jayc001]

Which dealer are you using?

I'll hold that back until I've worked out who is lying to me. If no progress tomorrow I'll just pay for independent to replace it. Can't put up with the noise any longer. It's vibrating the dashboard now.

 

[Phil_j89]

I'll hold that back until I've worked out who is lying to me. If no progress tomorrow I'll just pay for independent to replace it. Can't put up with the noise any longer. It's vibrating the dashboard now.

Where in the uk are you?

 

[jayc001]

Update : Still not sorted.

VWCFS are claiming there's arrears on the account and it's on hold. My response :There's not. Direct debit in place and initial back payment made in April (still none the wise why a new customer has to make a back payment, it was never clarified).
VWCFS have since said because vehicles next service is major one they will not take enough money in monthly payments to cover this hence why it's on hold. My response, sounds like a you problem not a me problem. You took money and provided a contract. You can't complain after payments have been made it's not profitable for you.
Complaint process started and they have said arrears have been written off and dealer can make claim. I went to dealer straight after they said this in person and dealer was unable to process account still on hold. Dealer spent 45 mins on the phone to various people at VWCFS still unable to process.

I asked to book in work anyhow, the semantics of who pays the bill at this point is irrelevant. Tried to get it booked in only to be told by workshop they don't have the bearing tool, it's on back order and they have another Transporter awaiting the same. Can't book in till tool arrives. What a crock. I can buy the tool on ebay or amazon.

Further to the above when VWCFS said about payments not covering major service I questioned that it just has minor service 2 weeks ago. This follows another minor service in February when I purchased it therefore it should have had the major service (assume it's minor then major each time? Dealer showed me their screen and only minor was available.

 

[Bigsidavies]

Can you visit another VWVC that has the tool? Is it worth the drive in fuel and time versus the cost of a local indie garage doing it?

 

[jayc001]

Just tried different dealer, They are fully booked for next 4 weeks but again it's showing on their system as warranty on hold. Called VWCFS (01908 485000) for second time this morning and they say it's not on hold and should be able to be booked and suggested I speak to the warranty claims team (03330433784). Tried them and they said no claims have been placed.

Just asked my local independent for a quote.

 

[cgtmiles]

This sounds like a complete nightmare! I’m guessing you won’t be renewing at the end of the contract?!

I have an all in plan and was told a wheel bearing needed replacing and the work approved while I waited for the service to complete which I was surprised about as with aftermarket wheels and suspension I was expecting the running gear not to be covered. Annoyingly, I can’t find the paperwork for it now

 

[jayc001]

It's clearly a bug in the system somewhere between VWCFS screen and dealer ability to book. The fact local dealer doesn't have bearing tool is the icing on the cake.

 

[jayc001]

Update. Still no further ahead. System still won't accept claim from dealer. No one at VWCFS or Opteven want to accept responsibility. Followed the complaints procedure documented in the contract ie email [email protected] get a response which is they don't admin all in warranties and to contact different address. Pointed out it's the address listed in the contract only to get a response from manager "yes I appreciate from a customer perspective that does look like the correct address"

Note to self, must stop thinking like a customer and must think like a a fully trained representative of the insurance company.

 

[jayc001]

Update. Wheel bearing replaced. In fact got both front replaced by VW Mad in Rochester today. Top guy, did it super last minute as I was hanging on for VW to get their act together.

Back to VW after following complaints procedure nothing for over a week, yesterday afternoon got a call from them. They uphold the complaint. Very apologetic and agree the whole thing was a shambles start to finish. They are paying for the bearing and assure me full warranty, breakdowns and services are in place now.

Hopefully they can work out what went wrong and correct it so no one else goes through the same. Imagine if it was something that prevented me using the vehicle!