Issues with connectivity to cloud started on 27th November now after 16 days and repeated failed call backs and 10 hours on the phone to a combination of digital services and customer services in the UK i am still being told my car isn’t connecting to the cloud, digital services REFUSE to escalate to technical (as they promised they would do on 27/11) and I need to speak to UK Customer service - UK Customer service tell me they can’t escalate it to technical and speak to digital servicesWe then get promised call backs but they don’t happen ring up and ask to speak to someone else and told the case can’t be passed to anyone but the person it’s assigned too - I have now requested all call recordings (although I was promised these today but that hasn’t happened) and also now escalated to executive office in UK i did this by contacting the CFO of VW Financial Services who actually called me and agreed it was “shocking service” and they would escalate it to the executive office of VW UK customer service and I’d hear from them today - still waiting for that call backDealership can help but if they find NO fault I will need to pay - yet VW admit ny car isn’t connecting to the cloud but refuse to send an email to say they will cover the costsComputer says no seems to be VWs answerUPDATE - so after 17 days the executive office for VWUK have finally stepped in and arranged for my car to be inspected at my local dealer to determine if the fault is the car or software or nothing - the executive office person was extremely helpful and actually cared about me as a customer let’s hope the promises are delivered on - will update in due course
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