I've come home today rather frustrated after speaking to VW Customer Services and getting nowhere...
The story started in September 2012 when I found some rust on one of my front wings. It's a Jan 2006 GTI. I went to my two local dealers, firstly in Leeds (where I bought the car from and had the first few services done) and then in Bradford (where it's been serviced ever since). I was turned away from both of these dealers as I was told that neither had access to a bodyshop. Bradford VW advised that I should go to either Huddersfield (15 miles away) or Knaresborough (20 miles away). So off I go to Huddersfield.
Upon arrival, the chap comes out and measures the paint depth and then drives the car into their workshop to photograph the wing in question. Once he's done, he tells me that they've had loads and yes, it's a problem with the sponge between the wheel-arch and the liner that causes the corrosion. He assured me that it would be fully covered under the 12 year anti-corrosion warranty and they'd check the sills as well. He did warn me that their bodyshop was exceptionally busy and it would be after the New Year that I heard back to book it in for its replacement wings. I left happy in the knowledge that I would be getting things sorted out sometime in the near future, at no cost to myself.
Well, New Year came and went and nothing was heard from VW Huddersfield. For a number of personal reasons during the first half of this year, rusty wings was not high on my list of priorities and I thought that I would hear something eventually. The 12 year anti-corrosion warranty wasn't due to run out till Jan 2018, any delay would just mean there was more rust, and as I had been told that all repair costs would be 100% covered by VW, I didn't chase VW Huddersfield for an answer.
Approximately 3 weeks ago, I rang VW Huddersfield to find out why they hadn't ever contacted me and to see if I could book my car in to get the repairs done. I was somewhat surprised to find out that they had actually lost all records of me ever having visited them. Not over-happy at this news, I once more arranged to travel the 30 mile round trip to see them again. Same routine once I arrived, paint depths were measured and all seemed fine and apologies were expressed for their loss of records. There was no need for any photos apparently as VW no longer needed to see them. It was just a case of the Warranty Manager putting in the claim to VW.
About a week later, I had a phone-call saying that VW had accepted the claim and were happy to pay 50% of the cost of replacing two wings and that would only leave £423 for me to pay. The dealer was not willing to pay anything at all towards the costs and asked if I wished to book my car in for the work, which could be done in the next few weeks. Not surprisingly, I declined their kind offer and asked for the contact number for VW Customer Services. It's difficult to get a goodwill contribution from your usual dealer when they don't offer bodyshop services.
I phoned VW Customer Services the following day and told them the tale. They seemed fairly attentive initially and said I would hear back later that day. True to their word, a reply promptly arrived - you'll have to pay the £423. I asked if they would kindly escalate the issue and was told that an answer should take a day or two. A week later and nothing heard. I chased them again and eventually had a phone call this afternoon from a Customer Relations Manager, apologising for the slow response.
I was informed that rust that comes from the inside of the wing through to the outside is not corrosion but is actually caused by a mechanical fault and is therefore only covered by the initial 3 year mechanical warranty. The 12 year anti-corrosion warranty only covers corrosion that comes out the factory on the car. For over half an hour, I tried to put my various points across, including that I felt the onus was on VW Huddersfield to contact me as promised, and not on me to chase them, but my pleas fell on deaf ears. The Manager wouldn't comment on whether the 50% goodwill gesture was down to VW or the dealer, and said that it was my responsibility to repair my car as it was a mechanical fault and not a corrosion issue. I was told that it was also my fault for not returning to the dealership earlier, but as above, I explained that as I had been promised that VW would sort the problem at their cost, under the corrosion warranty, there was no rush for me to get it done. I also pointed out that had I been told that the previously promised 100% repair offer was actually a goodwill gesture that could be removed by VW at any point in the future, then I would obviously have chased Huddersfield every day from 1st Jan onwards, until I got an answer.
I asked if I could escalate the problem higher, but was told that all that could be offered was to get a different Customer Relations Manager to review my case, but there was no point as the result would be the same. Not really what I call a review. I was then told that I couldn't complain to anyone else as complaints went to VW Customer Services department, so the outcome wouldn't change.
So, what are my options now? Contact Head Office? Try another dealer? From the many posts on this forum, I am obviously well aware of VW's change of heart regarding their acceptance of responsibility for the rusty wings, but do feel extremely let down by their attitude. I admit that the time between my two visits to Huddersfield was longer than ideal, but it shouldn't have mattered. Some people still seem to be getting wings replaced at no charge but more people now seem to be told that 50% is the best that VW can offer. So because Huddersfield lost my initial claim, I lose out?
Do you think I am being unreasonable? I have now joined the ever-increasing numbers of once-happy but now disillusioned VW owners who will probably be looking elsewhere when it comes to choosing my next car.
