I bought a new VW TCross from an approved dealer. Within one month the satnav system/infotainment was freezing, switching to km and the satnav was changing the programmed destination part way through the journey taking me to the wrong destinations. More worryingly was that the speed limit sign showed 90 instead of 70 when driving on the motorway. I took it to an authorised VW service centre who after 3 attempts and with direct VW support, couldn't fix the fault. I appreciate that a car is a product and products fail. I felt I had gone as far with this faulty product as was reasonable and I decided to reject the car. That is where VW failed miserably in its service to me. Trying to move through the "process" to navigate and make progress in the relationship between VW customer services, VW Financial Services and the authorised dealer was shocking. I spent hours on the phone (including on hold). I had a call from a Customer Relations Manager one day but when I explained the problem she said as her group don't deal with vehicle rejection, she couldn't help me. Ultimately, the rejection was accepted and then the discussions started about how much money I was going to lose on this faulty product. I had to do a three hour drive (one way) to get the car back to the dealer I bought it from to be able to conclude the rejection and at the end of the day, I've paid money for a faulty product. The VW network isn't really a network when there's a problem, it seems. I have loved driving VWs over the years. In good faith I had hoped the situation would be resolved such that I would buy another VW. It wasn’t and I didn’t.
Claim your business profile now and gain access to all features and respond to customer reviews.
