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Volkswagen UK customer service, various complaints

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In the past few months I have received numerous emails and responses to a gripe about the quality of customer service provided at various UK Volkswagen dealerships around the country.  I'm sure the customer service at VW isn't always this bad, but as ever it is probably a good idea to take into account the opinions of others before embarking on any purchase or handing over hard earned cash!

Various gripes about Volkswagen UK customer service

P. Bevin - Here's a review of sorts for you. Ever contacted Volkswagen UK customer services to try to resolve a problem with one of their franchises?  Don't bother - the bottom line is they have little or no influence.  I experienced the worst ever customer service from a Surrey based Volkswagen dealer, they wouldn't reply to letters or phone calls from me over a disputed bill and then ignored Volkswagen UK when I turned to them for assistance.  Ridiculous when you consider the new car Im getting this year was going to be a Volkswagen and will now be a Honda thanks to this awful experience.

MG - My new Volkswagen Passat (6 months old) has been in the Volkswagen garage for the past 2 weeks.  The problem this time is that the car cannot be locked.  They tried to change everything, but still cannot get it working.  I am extremely frustrated with Volkswagen because I do not know where or how to contact them.  The only route as far as I can see is to contact Volkswagen through one of the franchises.  My car has been in for the service for almost a month now during the past 6 months.  In my opinion, Volkswagen service is not exactly the best in the world.

Volkswagen UK customer service - VW Logo Margaret - I bought a new Polo 1.4 FSI in November 2003.  It has had two non-standard faults.  The first when the car cut out for no apparent reason, randomly.  The VW garage in Guildford could not find the fault until I refused to return the coutesy car until they did.  Lo and behold the fault was found (a chip in the engine not recognising the ignition key even when it has been running for some miles).  The garage were very dismissive of me (as a woman) but did eventually mend it under warranty.  It is a few months out of warranty and has done 31,000 miles and the catalytic converter has gone which I am told will costs 700 for parts, let alone labour!  This is the second non-standard fault on the car and the local VW agent (Martin's in Farnham) are not prepared to make a goodwill gesture.  Grrrh!

Annoyed - I ordered a brand new Volkswagen from a West Yorkshire dealer on 31st March 2007, at that point we had not had the best customer service from and were treated a bit patronisingly (maybe should've thought twice then!).  I purchased the EOS and my partner wanted to purchase the Golf GTI as his company car.  I was allowed to test drive the EOS, however my partner was not allowed to test drive the GTI!  (Consequently he took his business elsewhere and ordered a Honda).  I was contacted a week after my order; since then, nothing.  I have made contact with them, but not had my call returned, nor is there a definite delivery date on my car despite being told 8-12 weeks.  When I do contact them I am treated as a hindrance and feel that I am wasting the sales rep's time.  I am very unhappy and cant really in all confidence recommend this particular VW dealership to anyone.

S Hussain - I own a VW Touareg and believe me I have had 2 years of nothing but pain from this dealer in Twickenham.  If you can get past the feisty receptionists you are very lucky!  I have called 3 times in as many days and they do not bother to call me back.  Compared to BMW who were always keen to help and very polite, always requesting feedback on their service - I can't stand VW and cant wait to change manufacture

Anonymous - I have just had my VW Golf to a main dealer for service and it has come back with more faults than it went with, i.e.  leaky rear wash wipe, broken exhaust bracket etc.  About a day after the service, the engine management light came on, faulty ignition coil!  Guess what, I have now got to wait 3 weeks for a spare, because there aren't any - it really makes you wonder!  I am seriously considering abandoning my brand loyalty - I've had VW cars for 20 years!

By: Volkswagen Customers


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now a TOYOTA owner

now a TOYOTA owner

It's a shame the emissions scandal didn't ruin vw for good.I would then not have purchased a new mk7 golf diesel.First 3 years o.kish.Very soon after vw warranty ended the wheels started coming off the wagon numerous faults and a fortune to fix.In short the car is a piece of shit!.Don't ever be tempted to buy one.Reasearch first.
07/10 now a TOYOTA owner
1
The mon

The mon

!cc!dldlsos
07/10 The mon
-1
battavere

battavere

2013 mk 7 golf 2.0 gt tdi sold as euro 6 yet not according to ulez,as it is still liable for ulez charge,don't get caught out.
17/01 battavere
-1
Daveboy.

Daveboy.

Volkswagen really are that bad a thoroughly dishonest company as recent emmissions revelations have shown. Customer services. Perhaps service means something different in German like 'FOB-OFF'. Dave.
09/11 Daveboy.
0
Daveboy1234

Daveboy1234

Totally dishonest company, directors in jail for dishonesty, blatantly lying to customers fined billions, learned nothing, employees expected to lie to customers blatantly.
18/10/18 Daveboy1234
1
Daveboy.

Daveboy.

Volkswagen is a totally dishonest company who expect their employees to lie for them and who have directors in jail for dishonesty who have had to pay out billions as a result of their dishonesty and have learned nothing. Dave.
18/10/18 Daveboy.
2
Fuglydog 54

Fuglydog 54

Bought on fianance a VW Polo 1.2L Polo Match in Nov 15th 2017.
The car is an ex demo told me I was getting a high spec..its a standard polo no extras, I was also NOT informed that that Rd Tax was not rolled over and finished up driving the car UnTaxed for 3 weeks! then now its in for a Recall security feature faulty.
Ive had VW for 7 yrs but this will be the last one.
Ill keep it for the 3 yrs then go back to Suzuki.
17/01/18 Fuglydog 54
1
mitchell

mitchell

Can any one tell me how to set up the upgrade code on the EOS in order to articulate the wing mirrors.
22/10/16 mitchell
0
Jules

Jules

Can anyone tell me if Horsham VW are OK trying to purchase a golf estate and I'm starting to feel like a pain in the arse to them ! Lots of complaints here but are all car models roughly the same good bad stories etc
05/10/16 Jules
0
Matty

Matty

My scirocco just been in for its service I get her back with a broken fog light and the quote to replace. Absolutely fuming.
17/08/16 Matty
1
Tiggy

Tiggy

Absolutely shocking service from Horsham West Sussex dealership. Phone calls and emails go unanswered. I contacted VW customer service who have been useless, promising things that have not been forthcoming. It seems I can take my complaint no further even though it has not been sorted out to my satisfaction. I have been given one excuse after another - IT problems, inexperienced staff, holidays - and VW refuse to give me the contact details of a more senior manager. It would appear that VW Horsham can afford to loose over £50,000 worth of sales without so much as batting an eyelid and customer loyalty and satisfaction means nothing to them. I will never buy a VW again.
26/07/16 Tiggy
1
Graeme sarginson

Graeme sarginson

took my golf in for emissions update on the first of june, got the car back and the wife drove to her dads 40 mile away. When she got half way the car Juddered and conked out. I phone up Volkswagen Swindon and I had to book it back in. It turned out there was a problem with the software update. They kept my car from the 13/06/2016 to the 12/07/2016 one month. Two weeks in the boss of swindon Volkswagen said I should phone up Volkswagen UK and ask to be compensated. I phone up spoke a caseworker who after a few minutes started to raise his voice at me I ended the call. Two weeks later when I got the car back I was told to ask for compensation again. I phone up Volkswagen UK and they said a manager would phone me back at 5. When he did he basically said Volkswagen dose not Pay compensation I said you have had my car a month I have had poor customer service he said Volkswagen does not pay compensation. I said they do in the USA anything between 1000 and £7000 with this he quickly ended the call. So obviously cheating emissions in the States is different to cheating emissions in the uk. The hole thing has left me stressed and upset.
16/07/16 Graeme sarginson
0
Rick

Rick

hi,

I had a very bad experience with Twickenham Volkswagon , i went for major service there and earlier they pointed out that my car need rear break pad and front break pad replacement, that was fine i approved the expenses, in the inspection my cam belt was found ok.
surprisingly when i called then and told that in last service it was proposed to change my cam belt then these guys again changed cam belt and asked me to pay more money.

the question is why in the inspection ( major service) thy can not point out them self that my car need cam belt replacement because it is more than 4 years.

this is looting, i will never go to Twickenham VW and thinking of selling my costly VW , its not worth.
03/06/16 Rick
0
sparky

sparky

My golf Mk7 is at Peter Cooper VW Chichester to have an annoying high pitch fault sorted under warranty, the sound occurs when the ACC is on, but as they cannot hear it they say its not faulty.
No fault codes are shown so they cannot do anything, thay wont even check the wiring or remove the glove box where the sound is coming from as there is no Fault showing.The thing is I am in my 50s and my hearing is not brilliant and I and my wife can hear it clearly!
They are the worst dealership I have dealt with as they will not do anything proactive my car at the dealership with no one working on it.
anyone else had this?
01/03/16 sparky
0
Up Yonder

Up Yonder

Do not go to VW Lightcliffe in Halifax. They do not help and it has a reputation for very bad customer service and you'll never hear from the manager ever again . The garage has had reports of break-ins and customer cars being used by staff and in robberies. The garage itself was broken into in Jan 2015 and alloy wheels were stolen. There is something very suspicious about the whole set up there.
24/02/16 Up Yonder
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