Tag Archives: Volkswagen Golf

Motoring

How Volkswagen turned an angry customer into a happy one

Every now and again, it’s nice to post a “good news” story. This one’s about great customer service. You see, I’ve criticised Volkswagen before because of the problems with water-based paints on their cars, so it’s only right to call them out when they see sense and give great service too. Unfortunately, there is a sting in the tail for one dealer, who will never see my credit card (or any other method of payment) again…

Indeed, one afternoon last week it was a minor miracle that I didn’t tweet my anger and frustration at Volkswagen’s attitude to repairing a known issue on my wife’s low mileage car. The only reason I didn’t was because one of my friends had asked earlier in the week if I needed a “virtual hug” as it seems I’ve been very grumpy on Twitter recently!

A known issue

Our family Golf, which is just over 4 years old (so out of warranty) but has only been driven around 14,000 miles and has a full Volkswagen service history (it’s only just come off a Volkswagen service, maintenance and tyres agreement) was showing a warning lamp for the Electronic Stability Program (ESP). According to the handbook, that means the Anti-lock Braking System (ABS) isn’t working either (normal braking will be fine) and that’s not so great with standing water on the roads and ice to follow later this week.

I booked the car in with a local mechanic, who very kindly, diagnosed the fault and advised me to take it to Volkswagen instead, as the “G201 brake pressure sensor” issue is a known problem on Mk 5 Golfs and Tourans (indeed on a number of other VAG, BMW, and even Citroen cars). Whilst he could take my money, he thought I might be able to get Volkswagen to contribute to the cost on such a low mileage car, as it’s not really a service item and shouldn’t wear out or get damaged.

Furious with the Volkswagen dealer’s response

So I called the local Volkswagen dealer, Wayside Volkswagen in Milton Keynes (Jardine Motors Group), from whom I have purchased the last two (new) cars for my wife and one company car (with a previous employer) as well as placing almost all of my Volkswagen servicing business with them since about 2003. I didn’t even get past the service reception. In fact, I hung up the phone in frustration at the unhelpful, obstructive Service Manager who wanted around £90 for someone to take a look, couldn’t carry out the diagnosis whilst I waited and wasn’t even prepared to discuss the possibility of any goodwill repairs on a car out of warranty*.

Perseverance

After taking a few deep breaths, I tried another dealer, My Volkswagen in Northampton (Parkway Motor Group) who were sympathetic to my problem, explained they would have to charge a diagnostic fee of £69 (including VAT) but that, depending on the outcome, they would speak to Volkswagen UK on my behalf to see if there was any goodwill available. And they could look at the car only a couple of days later (usually I have to wait weeks to get some time with a technician at Wayside).

Good news all-round!

I took the car over today and was delighted to hear a short while later that Volkswagen UK had looked into the circumstances and would carry out the repairs free of charge. Even better, the technician was working on the car and it would be ready the same day. Clearly this won’t happen for everyone – I was really lucky – but this is excellent customer service from a brand I trust, with a car that shouldn’t exhibit this issue (indeed, my Tiguan has been driven more miles in 7 months than my wife’s Golf has in 4 and a half years).

Furthermore, rather than using an independent garage (although I do feel bad because of my local mechanic’s honesty and that might swing things) I’m considering entering into a service contract with Parkway now, which sees the next five years worth of servicing go their way. Oh yes, and my (leased) company car is due for a service in a few thousand miles too, so guess where that will go… and guess where it won’t? So, a part that should cost about £132+VAT, plus labour, and some brake fluid (probably about £400 in total) has cost Wayside Volkswagen a lot of goodwill, together with thousands of pounds worth of servicing and parts over the next few years, maybe even our next family car too.

Customer service matters. Thanks to my local mechanic. Thanks to MyVolkswagen. Thanks to Volkswagen UK. And to anyone reading this blog in the Milton Keynes area, I’d avoid Wayside Volkswagen if I were you…

*I also had cause to complain to Wayside Volkswagen in Milton Keynes when I was choosing my last car, as the pre-sales service I received was so bad – but that’s another story.

Motoring

The hardest thing about choosing my new car? The colour!

A few weeks ago, I received the paperwork to replace my company car. My car scheme gives me the option of taking an allowance or leasing a car via the company and I’ve always chosen the latter option – there may be other ways to save some money but it’s probably not that far off the mark, it’s not my problem when things go wrong and it doesn’t leave me committed to payments on a car if I lose my job (not that I plan to… but you never know in the current economic climate).

I really like the Audi A4 Avant S-Line I drive at the moment so I considered getting another one – until I found that the same car with the same specification was going to cost me considerably more money (partly due to price increases and partly, I think, due to Lloyds TSB Autolease being sold to Lex). I also liked the idea of a Q5, but would have had to drop from the S-Line to an SE in order to stay within my budget, effectively placing Audi out of reach for me. So I looked at BMW and even test drove a 318d Sport Plus Touring (which is very tax-efficient due to its 120g COemissions). Unfortunately, for all its many qualities, the 3 Series failed to inspire and its orange dashboard felt like I was being transported back to the 1980s.

With all of the favourites out of the running, I started to thinking about other options and it seemed that the choices to suit my lifestyle came down to mid-powered diesel estate car (wagon for US and Australian readers), MPV (I think the Americans call these minivans) or an SUV.

A few years ago, one of my friends suggested that men who drove MPVs had given up on life. Clearly he gave up before me (last time I saw him he had sold his Porsche 911 and the family car was a Ford S-Max) but that has stuck in my mind, particularly as I approach my 40th anniversary on this planet.  After a succession of estate cars (Passat, Saab 9-3, A4), it seemed like my time had come but when Mrs W. and I tested a Touran (with Audi off the table, Volkswagen was next in line) she didn’t really like it. Result – no MPV for me! We also test drove a Passat but, even though it’s a great car, the days of having to fill its cavernous boot with pushchairs and assorted baby/toddler paraphernalia are, thankfully, behind us and it would be  just a little too long with a 4-bike cycle carrier on the back.  Then I saw the Tiguan.

Built on the Golf’s PQ35 platform, I thought the Tiguan would be too small for my family but the high driving position means you sit up, rather than back, which means more leg room in the back. Combined with rear seats that slide forward to give a choice between leg room and boot space (for camping trips, holidays, etc.), it seemed like it could work well for us (at 470 litres, the boot is larger than a Golf’s 350 and only marginally smaller than my A4 Avant’s 480, but a more practical shape).

Leasing the Tiguan will involve “topping up” my monthly allowance and so I looked at the Skoda Yeti as a less expensive alternative, except that it was missing some options that I find useful (like iPod integration). I also considered the Audi Q3 but there are none in the UK yet so I would have been ordering “blind” and the brochure indicates a body shape that leaves too little boot space. I was pretty sure that the Tiguan was the right choice and a couple of weeks ago I had one on a 72 hour test. We all loved it so I decided to order one.

Unfortunately it wasn’t quite that simple. Most of the options were straightforward (this is the configuration I went for; sadly there is no R-Line Tiguan at the moment) but I was stumped on the engine choice and the colour.

Engine first and, contrary to popular belief, SUVs do not have to be gas-guzzling monsters. I was tempted to go for the 2.0 TDI 140PS model with BlueMotion technology, but my Audi A4 has a 170PS  variant so I’d be looking at quite a drop in power (20% lower output and 10% less torque), combined with a 50% heavier car. If all my driving was on motorways that wouldn’t be too much of an issue but I live in the sticks and being able to overtake safely on rural roads is an important consideration.  I got in touch with Volkswagen and they told me that a local dealer had a 140PS version that I could test so I arranged to drive it, only to check the sticker next to the spare wheel and find that it was actually a 125kW version (i.e. 170PS).

A friend told me about an £89 “economy tuning chip box” that can be fitted to take the power from 140PS to 165PS and I have to admit I was tempted, but  I didn’t really want to make unauthorised modifications to my company car (I figured that could get me into hot water). So, with no opportunity to drive the low-power diesel, I decided to played it safe and to take the tax hit on the 170PS version – vowing to walk/cycle a little more often instead of driving… (had it been my own car, I would have gone for the 140PS and the box of tricks).

That left the colour. I didn’t want to pay for metallic or pearlescent paint but there are only two solid paint options on the Tiguan in the UK. Mrs W doesn’t like “Candy White” so that left “Deep Ocean Blue”,  for which Volkswagen didn’t have a swatch.  Brochures and websites are no good for colour matching (even the pictures in the brochures are computer generated these days) so I spent hours on the ‘net one evening last week searching for Volkswagen Deep Ocean Blue cars…

I found that Deep Ocean Blue has a colour code of LA5H but I couldn’t find any examples (except the same colour code, called Blue Lagoon, on a 2001 Jetta). After about 4 hours of searching I found a Deep Ocean Blue Touran for sale at an Audi dealership in Germany… and was not convinced.  With minutes to go before the end of the month, and fearing a manufacturer price increase, I decided to pay for metallic paint (Night Blue) and placed my order anyway.

There’s a 5-6 month wait for it to be built (Volkswagen seems to have particular delays on 2.0 TDI engines right now) but I’m looking forward to taking delivery in the spring… in fact, it should arrive just about in time for my birthday…

[Update 20 November 2011: I finally found a swatch for "Deep Ocean Blue" and it's not the colour in the links above... it's not too bad actually (the website colour is not far off) - probably best thought of as 1970s British Rail blue...]

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