Volkswagen UK customer service, various complaints

BEEN ON HOLD FOR OVER 3 HOURS OVER 08700102007
NO RESPONSE FOR TWO SENT EMAILS
TRYING TO PART SETTLE BUT NO COMMUNICATION FROM VWFS GROUP!
WILL DEFINITELY NOT APPROACH THEM FOR MY 2ND CAR...

I originally purchased a VW Eos for the reputation of the company, I have spent many years to my cost to discover that this was a bad and very costly decision. The car is has many problems which are now well documented for the model but yet nothing improves. The VW dealer I dealt with was rubbish and a waste of time and now I find customer services no better!
Having contacted Robert Hazelwood - UK CEO - I think this terrible service comes from the top? He cannot even be bothered to get his PA (or insignificant other) to acknowledge receipt of the complaint - how long would that take? He just refers it down the line and you are told he is too busy to deal with customers!!! Reading all the complaints on this site one can see why. Note to Ahmed (below) - you won't get any support from the 'highest level' - Mr Hazelwood appears to condone the poor customer service that I and everyone else has come to expect of VW (UK). He needs to acknowledge the situation and start realising that VW cannot live on their old reputation and a famous badge. In this current economic climate VW cannot be complacent!
Personally my husband (who owns a Skoda) and I will never be buying a VW (or Skoda) again. It is appalling that people save up their hard earned money to purchase a car that is not only unreliable but the matter is made worse by a lack of support from the company/customer service.
Please note that customer service telehone lines are premium rate as well!!!!

Recently me and my wife bought a golf r32 after four days of having the car the engine management light came on so we took it back to volkswagen to have it fixed when we got the car back a week later everything seemed fine until the engine management light came on again so we took it back to volkswagen and they said that we needed a new ECU for our r32,currently volkswagen still have our car 2 months after and cannot give us a specific date of when our part will be ready this is a complete joke I am disgusted with vw and their customer care team I will not be purchasing anything from vw ever again they are complete and utter retards !!

As the person was saying below I have been on the phone number of times trying to pay of my car but they just keep you in que as spent about 2 hours on the phone last few days, this is not very good is any one on the other end of the phone

What is this comment going to do? I have bought passat cc and VW Derby has tricked me to pay £230 extra on top of normal price. I have been given wrong information 3 times. I am really upset for being fooled. I am going to take this to highest level.

Been on hold in a que on 0870 010 2022 VW FINANCE DEPT for 10-20 minutes the past 5 working days. The service from VW has gone down hill!

I ordered a VW Golf from Martins of Camberley, even though they couldn't arrange a test drive and I had to go to a different garage for that. Since ordering the car they did not contact me once and every time I rung the person who was dealing with my car sounded annoyed that I had contacted him. The only way I could get information was to go down to the garage in person. When I finally went to pick up the car, the reg. was wrong, the sat nav. didn't work an although I ordered mats with the car they still haven't turned up yet. I have been to disgusted with customer service I have received at Martins that I will never buy a car from them again.

BEEN ON HOLD ON 0870 010 2022 VW FINANCE DEPT FOR 1HOUR

Sounds just like VW UK they have your hard earned cash and to be honest thats all they are worried about

VW UK Customer service: A simple problem, but one that has beaten VW Customer service. My wife's new Golf arrived without the booklets for the radio and satnav that the main service book referred to. We asked the dealer to supply them but gave up after waiting two months and contacted Customer Service who were pleasant enough, but don't seem empowered to fix even the smallest problem. They promised a call from 'management' but no one telephoned. I emailed the UK CEO but received no acknowledgement and I have now emailed the VW Germany CEO to ask for his help.
Heaven help us if we have a warranty problem with this firm!

I purchased a Sports Eos for 25,000 from a VW dealership in which I was optimised the the best service plan to cover the finance . I look back now on the lies and deceit I was given at the time of the advisor and what a silly fool I was to believe and feedback given to me from this dealership. The service plan was to cover 3 years in which now , it has come to light on details with the dealership , I was given 2 years , in which 2 interim services were carried out and the 30,000 miles service is not covered . I have been completely shafted . I was told on the telephone by the female advisor , well! You have has 2 services , what a disgrace . Shouting at your customers. I have had VW cars for 15 years and I have to say , your garage in cheltenham is a complete disgrace .

Mani being a loyal vw customer for many years and then having the car from hell a brand new car with major faults inc paintwork damage the lack luster vw group will do nothing take my advice either issue court proceedings or sell your car and move to a different make as VW are the worst

Hi
Please can someone help me on how i can take my complaint to the next level as the directors spokesman Gary Kitchin is unable to assist and resolve my complaint. i have read other complaints and want to know how these established companys are getting away with such behaviour..email - min.sahota@yahoo.co.uk

I recently purchased a vehicle from the Wolverhampton Volkswagen dealership. I agreed with the business manager that I would be charged 4.9% apr. When I received the paper work it stated 12.7% apr. The sales person can also confirm this. I called the dealership and spoke with the same sales person by the name of Keith who again confirmed that the agreement was 4.9%. He advised that he would look into the matter and get back to me. I received a call back later that day to be told that my options were not to go ahead with the purchase or to get a loan from elsewhere. I was furious and advised to cancel the agreement. Days later I received a call from the business manager asking when I was going to be collecting the vehicle. I arranged to visit the dealership and Ian Davies said that he had given me more on my part exchange than what it was worth. This was irrelevant in regards to the apr agreement. I felt pressured into going ahead with the deal and i am know even more annoyed at how this whole arrangement has been dealt with. A back street garage would not have behaved or conducted themselves in such a manner. Lies, deceit and a terrible customer service experience. Thereafter the roof lining had to be repaired. There's wind noise coming in on the drivers side which Alan the service supervisor was meant to book in but ive heard nothing. On another occasion i visited the dealership with a friend requesting a price on a new polo only to be told that I would get a call back because what I could see there was no communication with other colleagues. The exact words that the sales person used were its like the blind leading the blind here mate.The vehicle was booked in but issue has not been rectified. I am so unhappy and annoyed with this purchase. £27,000 with apr.

FAO Anyone thinking of buying a VW- think again VERY WORTHLESS- I say!

I am writing in despair and disgust of your servicing department at Kettering VW.
My car came in on FRIDAY THE 8TH FEBRUARY AND only came out 2nd March!

VW Experience KN54 FWE

Sat 14th May
Bought and collected the car from Newark VW got 1 years warranty and 2 years servicing paid £6985 over the moon.

26th October
Dashboard light on advised to bring it in was a throttle valve covered by warranty car went in for one day came a day later waiting on part but ok.

11th January
Flat tyre called RAC to change the guy said he could smell oil but no visible leak. Advised take into VW so I did. Part not available car kept in and courtesy car given car kept in while part awaited.
Car serviced at the same time and had to pay for driveshaft engine seal £222.18

24th January
I could smell oil and noticed spots on road.

26th January
Parked in a different place to see if there would be spots again there were

28th January
Called VW to advise and when could it come in no courtesy car available until 18th Feb! Advised 8th Feb with no courtesy car so booked in

Friday 8th Feb
Car booked in needed a part so would not be ready until Sat am or Monday.
Heard nothing Saturday.

Monday 11th Feb
Had contacted Alan Duckett about contract hire ON A NEW VW BEETLE CABRIOLET he assessed my car and HE advised no part so would not get the car back until Tues or Weds.
2pm call from Sonia to advise of this.

Tuesday 12th Feb
No contact

Wednesday 13th Feb
Call from Sonia to advise that two engine seals have been put on and have failed issue with gearbox so £534.60 to investigate. Not covered by warranty??? Advised did not understand Aaron came on phone to explain.

Thursday 14th Feb
I called into VW Kettering to get a progress update and Valentines gifts from car Tom advised two seals not worked and 4. hours to strip the gearbox asked when it might get done he said Friday………or Monday.

Friday 15th Feb
Heard nothing did not chase. Car has been in 1 week now.

Monday 18th Feb
Will await an update. Car has been in 10 days now.
Service is shocking.

Tuesday 19th Feb
NO CONTACT

Wednesday 20th Feb- no contact for 1 week!
Called 12.10 got service answerphone.
Called 1.00pm same again.
Looked direct dial up from the call last Wednesday 01536 431622
Got Sonia she advised she would get an update.
Still awaiting gearbox strip that should have been done last Friday, may get done end of this week or next week???

My car will have been with them two weeks on Friday 22nd and supposedly will not be ready until the following week which will be three weeks. This is totally unacceptable. What is your SLA?
I think this is because it is warranty work and as Sonia informed me “it is a 2004 model” so I am being pushed to the back of the queue all the time as it is an “old” car.
Surely if you know this needs to be done you would book it in not just keep leaving it.

I bought my car from a VW dealership expecting a certain level of service as I have had 2 golfs, 2 polo’s and 3 beetles previously. This level of service is shoddy to say the least not only for the amount of time and the fact your employees feel this is acceptable but also because of the lack of communication unless I call or come in I hear nothing.
I want my car fixed, I want it done now and I want compensating for this shoddy service or I will take this further. I am a Customer Care Manager and have no issue escalating this to the highest level.
I have always been a keen advocate of VW but this has left me with a very “sour” view.

Thursday 21st Feb
Contacted by Blair Service Manager at VW Kettering apologised service have issues and they will pull my Beetle in and assess the issues by stripping the gearbox

Friday 22nd Feb
Called me to advise loose part in gearbox has destroyed other arts to replace will be £1600 new gearbox £1200 is it covered by the warranty?
Will call and find out.
Called at 1715 to advise after photos etc will be covered yippee. However no gearbox in UK so will need to come from Germany will call me Monday to advise of ETA.

Monday 25th Feb
Called by Blair at 1715 to advise no ETA and will call me tomorrow but has extended insurance on hire car yippee..

Tues 26th Feb
No call- no surprise there then. Called VW UK to complaint logged call with Joanna she advised would take up issues with VW Kettering and VW Newark but they are franchises and run as private companies so they can only advise…………..I DO NOT CARE IT IS VW TO ME –THE CUSTOMER…………………………………….WILL CALL BOTH AND ADVISE
……cannot get hold of Dave or Chris at Newark but they will call but have spoken with Blair at Kettering I advised I am not happy please escalate case manager will call……

Weds 27th Feb
Call at 1715 to advise eta of gearbox 5-8th March!!!

Thurs 28th
Gearbox in fitting Friday road test Sat pick up Monday…..?????

Fri 1st March
Call from Joanna at 1620 to advise car ready for pick up and Blair has called me to advise. Message on mobile voicemail AFTER Joanna at 1620 to advise!

Sat 2nd March
Arrive VW Kettering pick up car at 915 mention my name Blair must see me. Car brought round and keys given ask for Blair he has not come in yet……..?????

Call on Tuesday 5th VW from case manager to ask about compensation advised waiting on cheque from Newark for engine seal which I paid for….want £180 half refund of two year service plan £105 fuel excess to my vehicle for the three weeks, £20 for phone calls £36 refund on 5 year service plan and cancel 5 year policy …….NO wants to keep me as VW customer.
Please give him a week to sort and come up with something to restore my faith…….OK

TODAY IS A WEEK GUESS WHAT >>>>>>>>>>NO CALL NO SURPRISE SHODDY SERVICE AGAIN >>>>>>>>SO IF YOU ARE THINKING VW I ADVISE THINK AGAIN!!!

Car noisy and has a squeak and to scared to take it back…….thanks VW for NOTHING!

BEWARE THINK VW I ADVISE THINK AGAIN PLEASE THEY THINK THIS IS ACCEPTABLE SERVICE IT IS NOT NOWHERE NEAR.