Monday, August 16, 2010
Customer CARE Advocate
3499 West Hamlin Road
Rochester Hills, Michigan 48309
Thank you for your prompt reply to my most recent communication concerning my Jetta GLI. I would like to clarify that I am not looking for a hand out. I do appreciate the dealer compensating for the headliner and air conditioner compressor issues. However, I am looking for answers.
After reading your flier #USVWOILCONS0409 titled “Evaluation of Possible Oil Consumption”, it is obvious that VW has covered themselves in writing that there are major issues with this engine. I have been in manufacturing my entire working career and have worked directly with ISO compliant plants and Six Sigma certified plants and I find it odd that you are directing this issue to your dealers.
In your letter, you insinuate that this is how a lot of research and development is done. It is my opinion, this engine was put on the market before adequate testing was done and now the dealers are having to deal with the grief and hassles of a poorly designed engine. As a manufacturer, if I put out a faulty or defective product, my company would (and has before) step up and correct the issue at our expense and not put problems that we created onto our dealers and retailers to take the brunt of the abuse. I guess VW has the luxury of having dealers with no other option.
If you do simple math on your oil consumption pamphlet, “1 quart every 1,200 miles can be consumed within tolerance”; then in a 5,000 mile oil change you would replace more than 4 quarts of oil. Would you buy an automobile with this type of maintenance schedule? I have owned 3 other 1.8L VW automobiles and put in excess of 200,000 miles on each one and none of them consumed more than ½ quart of oil within a typical oil change.
If I was trying to decide on whether to buy a car based on your response to why I should buy another Volkswagen, I would look elsewhere. I am sure Honda or Nissan are not manufacturing their cars based on dealer and customer mechanical and engineering feedback; aesthetics maybe but not the basic engineering of the engine.
I look forward to your response.
The car looks good. But ...
ROCKVILLE, MARYLAND -- I'm another unsatisfied customer. I purchased a 2003 VW Jetta 1.8 Turbo. What a nightmare.
Problem 1: New car, the symptom would always begin the same. I would start the car and it would idle as if it wanted to cut off. As I would begin to drive and I would accelerate the car would increasingly stop pick up speed. I would get on the beltway and I would be accelerating and the car would not be pick up speed and begin to feel like it was going to stall out. Imagine getting onto a beltway with people going 60 miles and hour or more (yes speeding). How dangerous is that.
Each time I took it in the service person would be annoyed and every time they claimed it was another problem. I have had to take it in so many times and leave it that the rental car company got to know me. The driver from the dealer who would drop me off at work and I are friends now. I am petite and a woman and I had to slam my hand on the counter at this guy and yell at him that I wanted something done and this problem to be fixed period. This caused a bit of a commotion to say the least. The manager is a joke and I am quite convinced he has no clue. They go through service reps like a revolving door with one that told me some stories about what goes on behind the scenes. Talk about spiting in ones food!
Customer service at home office couldn't care less and are useless. All they can say is we will document this. Wonderful!
Last year my CD player would stop in the middle of a song and give me a CD2 or CD3 error. I took my car in and they had no idea what that was. I called the home office and nobody could tell me what it was. Hello! Youâre Volkswagen and you canât tell me what is wrong with your own car? BTW check out the consumer sites and they have a big black dot on VW stereo systems. Finally one day my CD player stopped working all together and ate one of my favorite CD's. They took it out (did not return my CD) and replaced it with a lower end model and I complained. This bothered them and they claimed to not know what kind of should go in. They take it out again and replace it. Each time they want me to bring it in to look at it, I have to take it back so they can take it out, then take it back for them to put it back in. Well guess what? I have a new CD player and a month later yet another CD error. Call again we go through this "We have to see the error" When this problem begins it appears then goes off. I this I found to be a stall tactic. They know that this would keep happening. Then CD player dies. We change it again. Then it happens a third time. Ah, but this time we change about 10 days before my warranty is over and guess what? A week after my warranty is up and you guessed it, CD error again.
I swear I have never been so furious. I took it to another dealership (a suggestion by the home office). They were nasty, rude and insensitive.
These cars stink. A co-worker was just about ready to go buy one that weekend and I told her to not walk but run from them. They lost one customer. I will continue to spread the word and take business away from them one by one. They were known for their dependability and quality service. Bless their corporate hearts the greedy jerks.
One more thing, I sound bitter (I am) but I have spoken to so many other people who own VWâs and they all have horror stories of their own. I am not alone so buyers beware.
MICHIGAN -- I have a Winnebago/VW Rialta Motor home that is a $400 a month lawn ornament. It will not run and many many parts have required replacement/repair and it still fails to function. I purchased this vehicle because of name recognition, esthetic appearance, and perceived ability that it would function in a manner consistent with my intended use. I wanted to be able to drive this vehicle and use it for camping with all the amenities that visually presented themselves. I have been flat bedded in twice because this vehicle will not stay running. I have been in for service many times and reassured the problems would not reoccur. Not only do the problems reoccur but more problems occur. I have been told by a Winnebago representative not to camp in Florida because it is too hot and my vehicle cannot handle the heat in Florida and IF I insist on camping in Florida I must park under a tree. VW does not even bother to answer my certified letter, telephone calls or appear for deposition. The dealership for VW in Fort Wayne have added insult to injury by not returning phone calls to make an appointment and then not even bothering to say my first name correctly. I filed a lawsuit over a year and a half ago and all three parties to the suit have attempted to dismiss it and refuse to recognize this vehicle is a lemon. Winnebago, VW and Ben Davis in Auburn Indiana. A bad bad experience and I continue to wait for them to correct this unpleasant situation.
I'm really upset. To think I was considering becoming a loyal VW customer. I bought this cute little beetle just to find out that VW is only looking out for their bottom line and not the consumer. They have made the car so that you can't even do the simplest things like changing the oil or replacing a headlight. Instead they made it so that a $7 light bulb replacement will cost you at least $70 in labor. BTW VW if you're listening I found away around it! Its a pain in my butt though. I will never buy a car again for you. Unless you do an overhaul to your practices. Make the car consumer friendly. You'll make more money in the long run. Car enthusiast's are loyal to their favorite brand. Here I thought I was going to forever buy your Beetles and pass them onto my kids. Not anymore. What a disappointment.
SPRINGFIELD, VIRGINIA -- I've been ripped off by VW of Franconia-Springfield for damages on a rental used while my VW was in being repaired. YOU MUST BEWARE OF THE EXISTING AND DROP OFF CONDITION OF THE CAR. This is not mentioned or promoted by VW, they and my insurance company are both only concerned with my signature on the lease. I can state with 100% certainty that no damage was done to the rental while in my possession. To both of them, my word is worthless. My advice is do not use any services from VW Springfield-Franconia.
WINNEBAGO, INDIANA -- I purchased a new 2003 Winnebago Brave. The first time out steam came into the passenger compartment from the engine cap. Turns out either on a TGIF someone was in a hurry to leave or Monday morning blues . . . a connector was left off of a routing hose from the radiator to a coil which heats the water heater while driving. When taken in for service it turns out all connectors were loose and some were missing . . . oops Sorry!
1 year later we drove to Oklahoma during the winter months and his some severe weather . . . the plastic on the slide out covers disintegrated. Under warranty? No warranty is for twelve months to the minute! Dealer (Saddleback RV Irvine); product manufacturer and Winnebago all refused to repair or replace. I even offered to do all the labor if they would provide the canvas replacement.
The slide out was not sealing properly, turns out they left a piece of wood on top of the slide out inside the compartment so it would not shut all the way. This should have been caught at delivery.
Call Winnebago and you get some guy who sounds like you just drug him off the toilet to pick up the phone; his help should have been flushed if that was the case.
Before you purchase a Winnebago or if you do purchase one you should do a thorough inspection of every nut and bolt on the vehicle before driving it off of the lot. Once you leave and return the next day Winnebago will try to blame the new owner for any problems with their coach. I should have learned after the first one. Good luck!
Many people have posted complaints about Burger King or others having offensive commercials, so I have to speak up on the VW Routan ads with Brooke Shields. I find it offensive to keep pounding on the line, "Don't put a baby in your belly to put German Engineering in your driveway." It makes no sense and I find it highly offensive.
I have been dealing with Volkswagen for the year I have owned my car. The airbag light continually goes on right after it is fixed. My car is in the shop every week and there is nothing that they can do to fix it. Volkswagen of America decided they can't or don't want to help get me a car that works. Be careful and read reviews before you buy a Tauareg. Worst experience I've ever had with a car.