My VW Caravelle engine failed at 66,621 miles

[abulliedpensioner]

My 2018 Caravelle engine went into failure mode at 66,621 miles. There had been an intermittent flashing yellow light on the dash board. The car was taken into a local repair shop that specialises in VWs. This happened on 19 September 2025. I have not seen the car since, the engine has been repaired by our local specialists, the coding requires VW imput. VW have been obstructive and unhelpful all the way through. Their excuse is we did not take the vehicle to a main dealer. Our main dealer was closed a couple of years ago. Our nearest dealer is in Exeter 36 miles away with a journey time of up to an hour. Would you like to take your vehicle 36 miles, possibly in heavy traffic with a warning light flashing? Our bill for the engine repair is £20,000 and the original ECU has now failed. A second hand recon unit was fitted; our repairers applied to VW for the code to get the vehicle working; VW supplied the wrong code and the unit failed. The garage had reported that the code was in error but VW stated the code would be alright to apply (VW have apologised formally); a new unit was purchased and VW, yet again, supplied the wrong code. The van is now immobilised. VW customer care and engineering are blaming the garage for the error? They are insisting the we purchase new units at a cost of approximately £10,000. VW are refusing to use their software to re-programme the units ready for coding again.

VW have closed the case and advised us to contact The Motor Ombudsman. The struggle to get the van mobile continues. I have posted this appalling misery to warn others of VW's behaviour. Please can anybody help or advise.

 

[Lubrown]

That sucks.

The ombudsman is definitely a route worth trying.

Not sure what they are like but many regulators has lost their teeth over the last 15 years with financial and therefore staff cuts alongside regulatory reforms - ‘getting rid of red tape’ that basically protects big business at everyone else’s expense. I work a lot with the Environment Agency and they basically drop most stuff as they cannot afford to take it through court (which is why we are now eating industrial waste and see fly tipping everywhere). Still - no more ‘red tape’ to hold us back, hey?!
Rant over.

My other suggestion would be to write to the Customer Champion type bit (not entirely sure what it’s called) of the Guardian or some other big news site - they love this kind of David vs Goliath stuff and, as it makes national press, all of a sudden people seem to get results. They often do motoring issues too so there is precedent.

Could also be worth speaking to a solicitor for advice. Often free for the chat, just costs once the letters start getting written.

Hope you get some progress.

 

[abulliedpensioner]

That sucks.

The ombudsman is definitely a route worth trying.

Not sure what they are like but many regulators has lost their teeth over the last 15 years with financial and therefore staff cuts alongside regulatory reforms - ‘getting rid of red tape’ that basically protects big business at everyone else’s expense. I work a lot with the Environment Agency and they basically drop most stuff as they cannot afford to take it through court (which is why we are now eating industrial waste and see fly tipping everywhere). Still - no more ‘red tape’ to hold us back, hey?!
Rant over.

My other suggestion would be to write to the Customer Champion type bit (not entirely sure what it’s called) of the Guardian or some other big news site - they love this kind of David vs Goliath stuff and, as it makes national press, all of a sudden people seem to get results. They often do motoring issues too so there is precedent.

Could also be worth speaking to a solicitor for advice. Often free for the chat, just costs once the letters start getting written.

Hope you get some progress.

Thank you for your quick reply and suggestions. VW will only help if you use their main dealers? There were other considerations as well as the distance issue, including health issues, which is why the Exeter dealer was not used. We purchased a VW because it fitted our needs at the time and although wildly over priced we were assured that it was a quality mark with a good reputation for well built vehicles and longevity. We were advised that the resale value of the vehicle would be good in comparison with other vans. What a joke!

 

[JOG]

I think their formal apology blew their argument apart. Ombudsman and consumer champions may be the way to go. Deciding when good money is being thrown after bad is a difficult and personal decision - but I tend to rail against bullies.

 

[Lubrown]

I think their formal apology blew their argument apart. Ombudsman and consumer champions may be the way to go. Deciding when good money is being thrown after bad is a difficult and personal decision - but I tend to rail against bullies.

I agree. The fact they were willing to supply a code twice suggests they can and will do it. If they gave the wrong code and tanked the unit then they created a problem that they ought to help fix.

Are they suggesting the garage doing the work entered the code wrongly ?

@abulliedpensioner the consumer-champion email address is toward the top of this page… Link. You’ve got nothing to lose from sending an email and hopefully they’ll do some of the legwork for you. Give it a shot.

 

[Sasquatch]

Have you owned it from new?

 

[Bav]

Personally, I'd pay to speak to a solicitor that specialises in motor disputes. Yes, the Motor Ombudsman route sounds tempting and it's free to use, but you will be waiting for a very long time for any decision. I raised a case with the Ombudsman over 3 years ago and I'm still waiting for a decision.

That reminds me, it's time for me to send them a 6-monthly chase email!

 

[Macp]

Firstly sorry to read of your issues OP, but what engine are we discussing. Or is that a dumb question ?

 

[Sasquatch]

Thank you for your quick reply and suggestions. VW will only help if you use their main dealers? #

you'll need an independent engineer, suitably qualified, to examine the kaput ECU and determine that its dead as a result of the coding data provided by "VW" (I presume you mean the dealer, or perhaps the importer, and not the manufacturer in Germany)

Without evidence that its bricked because of that you have only co-incidence and hearsay, and no actual evidence or prospect of assistance from the Ombudsman or in a civil court.

As painful as it may have been on the wallet, it might have simply been easier to take to the ther dealer (the AA will recover it for you if you're concerned about driving with wally lights showing, and a civil court will expect you to take some responsibility for getting your broken vehicle somewhere appropriate for repair). Buying a used part from vendor A, data or downloads from vendor B, and asking vendor C to whack it all with a hammer (I'm presuming your garage acquired this ECU from somewhere else and didn't make it themselves) until it works is an optimistic effort in the extreme, and now seems set to be a very expensive means of saving a few quid.

Sorry i can't be mnore positive, but the legal waters are severely muddied with this one and VW (I'm presuming the importer?) were probably quite confident in their position when they told you to take it up with the Ombudsman.

It's no conso9lation now, but if you had taken it to the main dealer for servicing all along you might well have qualified for some or all of this under thewir goodwill scheme. The moment you stop showing them goodwill by taking it elsewhere they'll stop showing it to you in return. That's not intended to be smug, that's just how it is - I take the same risk and if it ever blows up in my face one day and I can't get and help or recompense from the importer it'll be down to me alone.

Sorry that doesn't help much. I do hope you're back on the soonest.

 

[Dellmassive]

What was the original problem with the engine?.. assuming it was mechanical?

And why did it need a new engine computer?

 

[PhillH]

Sorry I can not help with the legal side but you could try a ECU kit. You would need clocks, key with transponder, ECU, ABS pump and BCM all from the same vehicle. It would have to be the same engine and transmission as yours. Your coding from your BCM would need copying to the replacement BCM (can be done with VCDS) Try contacting transporter heaven for a 2nd hand kit.

 

[doncarlyon]

£20k? How?

 

[abulliedpensioner]

Firstly many thanks for taking the time to try and help us. Further information:-

The vehicle is a 2018 Caravelle SWB DSG with 4 wheel drive. Engine is a 2.0 TDI 204ps

We have owned the van since new. Trouble from the very beginning. Delivery was delayed as van had to be "signed off by German Government"? The vehicle was then lost? Do I believe this? VW customer services have been asked twice to explain what was done to the van so it could be signed off by German Government. Dieselgate? The electric rear sliding doors have intermittently failed to operate. VW would not do anything until after the vehicle had come out of warranty, despite video evidence. Work was not that satisfactory as the doors still fail occasionally and I have been worried the doors would just open whilst the vehicle is moving.

The Caravelle has been regularly serviced as per VW schedules.

On 19 September 2025 the engine was diagnosed 'in terminal mode' at 66,621 miles. Our repairers found excessive carbon in the sump oil and an engine compression test showed 3 pistons at 30% and 1 piston at 20% down. Injectors had failed. The Head was removed, decarbonised and repaired. The flywheel was rusted and loose. The engine was repaired and run but showed electrical faults. Mainly the ECU giving out 2 volts, should be 5 volts.

Initial quotes from our repairers was £11,000. The VW dealership in Exeter quoted £20,000. Where would you go especially as our repairers use only VW trained technicians and have purchased all the equipment to do the repair. VW spare parts policy is now to replace the whole unit instead of a single piece, ie a valve guide for the head costs 16p but it is not available from VW (apparently on back order). You have to buy a new head at £2,500!

Our garage is trying 3rd party suppliers to overcome VW's stranglehold. As stated in previous items VW have wrongly supplied the code to restart the electrics on our vehicle not once but twice!

Our Caravelle is the worst car we have ever owned and compares very badly against a 1977 Austin Allegro that we were unfortunate enough to own many years ago. We all know what happened to Austin and British Leyland. There is no point in trying to buy cars from European manufacturers if you are going to have to put up with this misery.

 

[Sasquatch]

BiTurbo engine perchance?

I too have suffered the indignity of Allegro ownership, as my first car - I'm susprised it didn't put me off driving for life.

 

[Lubrown]

BiTurbo engine perchance?

I too have suffered the indignity of Allegro ownership, as my first car - I'm susprised it didn't put me off driving for life.

We had a Marina and then a Princess.
The glory days.

 

[Macp]

Again very sorry to read of your misery OP. Although I asked the engine type I was pretty certain I knew the answer. Out of all the engine types sadly the biturbo engines are a troublesome beast generally. Although quite a few members run them happily. It sounds like you need to go with your indy given they bought all of the parts etc.

 

[abulliedpensioner]

Thanks for all your support and ideas. Update, we have put a SORN notice on the van as the MOT has run out, they cannot issue one until the vehicle is running and now the tax runs out soon. What a debacle! The stress, misery and financial burden this van is causing is unbelievable especially as my husband is recovering from major back surgery and other serious illnesses. VW have only to contact our repairers and issue the correct coding etc and we could at least have use of it. They, after all, issued the wrong coding twice!

 

[mellow yellow]

Just a thought, but do you have legal cover on your home insurance? If you do, and once you've explained your situation etc with VW etc, plus having the formal acceptance VW supplied the wrong code etc, you may have a case. you'd still need to provide enough envidence for the legal cover dept to review to see whether a) you'll be covered and b) have a reasonable chance of success i.e. over 51%. If you jump through those hoops and they accept ou, then you'll be backed up by the solicitors paid for (up to policy limit) by your home insurance legal cover. I'm sure there are more learned fellows than I, who could advise. But just a thought

 

[Bav]

Just a thought, but do you have legal cover on your home insurance? If you do, and once you've explained your situation etc with VW etc, plus having the formal acceptance VW supplied the wrong code etc, you may have a case. you'd still need to provide enough envidence for the legal cover dept to review to see whether a) you'll be covered and b) have a reasonable chance of success i.e. over 51%. If you jump through those hoops and they accept ou, then you'll be backed up by the solicitors paid for (up to policy limit) by your home insurance legal cover. I'm sure there are more learned fellows than I, who could advise. But just a thought

Speaking from experience, I'd caution that you'll get more specific and more accurate advice if you use a solicitor who specialises in motor disputes compared to a generalist (probably junior) solicitor on the end of a "free" legal advice service.

 

[mellow yellow]

Speaking from experience, I'd caution that you'll get more specific and more accurate advice if you use a solicitor who specialises in motor disputes compared to a generalist (probably junior) solicitor on the end of a "free" legal advice service.

Would legal cover on a car insurance policy be helpful in situations like this?