No more goodwill

My nearly two year old GC600 (March 2021) is awaiting a warranty repair again. Only one of the 5 locks engages correctly on the front skylight. It has been in the Exeter dealership since 21st November 2022 (11 weeks). It was booked in for a week for the repair, but a part they need was not ordered and seems to be unavailable. It has now been returned to me in the unrepaired state. I was unable to use it over the Christmas period and had to make other plans.
I've already had the high level rear brake light replaced and internal cupboards replaced because of the water damage (18 days in the dealership)
In the two years I've had my GC it has been in the dealership for 100 days, I've taken 7 days off work dropping it off or picking it up.
I've complained directly to VW Commercial Vehicles and had varying responses. The most recent one told me my complaint was to be closed and there would be no more goodwill.
Has anyone else had a similar experience? How did you deal with it?

ARC1001 said:

My nearly two year old GC600 (March 2021) is awaiting a warranty repair again. Only one of the 5 locks engages correctly on the front skylight. It has been in the Exeter dealership since 21st November 2022 (11 weeks). It was booked in for a week for the repair, but a part they need was not ordered and seems to be unavailable. It has now been returned to me in the unrepaired state. I was unable to use it over the Christmas period and had to make other plans.
I've already had the high level rear brake light replaced and internal cupboards replaced because of the water damage (18 days in the dealership)
In the two years I've had my GC it has been in the dealership for 100 days, I've taken 7 days off work dropping it off or picking it up.
I've complained directly to VW Commercial Vehicles and had varying responses. The most recent one told me my complaint was to be closed and there would be no more goodwill.
Has anyone else had a similar experience? How did you deal with it?

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You mention VW goodwill but didn’t mention what goodwill you received. It would be nice to know. Also with 2 years of ownership and this is your very first post a bit odd considering your issues. There are members here to assist should you ask GC or Cali.

By the way I truly sympathise

I have posted now because I am at my whits end to know what to do next and I was so shocked to receive an email stating no more good will.
What VW have provided/offered is a 1 year extension to the 3 year warranty (I pay and then claim back), for the most recent 11 week dealership stay they provided a hire car, (not a camper van) and they have now recovered my GC back to my home, in its unrepaired state.

I guess the question is what do you want from the forum?

The reality is, unfortunately, you got one of those Friday lunchtime vans. It's pants and we feel your pain.

But the chance of another member being in this position is very slim, so what practical help can we give? I used to work in OEM warranty and these cases are tricky, but it does feel like, for whatever reason, you and VW are in a position where you will need to part ways, not as friends.

In this case it reads like have the opportunity to take legal action against VW. Given what you state above you would have a good case to hand the van back and get a full refund/replacement and/or be compensated.

How much for, etc, well, that will depend on your full story and a good lawyer. You may find that just putting official wheels in motion and the right heads at VW informed that you will find a drastic change in attitute.

But it feels like the time for phone calls and letters are over.

Try the below:

Thanks that is really helpful. I really wasn't sure how isolated my case was. Or exactly who else I could complain to. I'll have a look at the motor ombudsman form.

What do you want to achieve?

Do you just want it fixing? Has the garage told you that you can’t use the van due to the problem with the roof light or is it you deciding not to use it?


If you want rid of the van You should be asking for either a like for like replacement or refund less an adjustment for fair wear and tear.


Don’t forget your complaint is against the supplying dealer, not VW

Probably worth investing a couple of hundred £ for a proper solicitors letter to the dealer to show you are serious.

My Cali has been at the dealer 5 times so far for various warranty repairs in the 7 months we’ve owned it. Everytime I book it in, I mention that I must have it back same-day (as it’s my only vehicle) and that I’m happy to bring it back another day if parts need to be ordered. It’s never been an issue - they’ve always been happy to oblige.

Given how many times I’ve had to go there, they’ve now offered to come pick it up at my place and bring it back later when the job is done (same day). That’s actually what’s happening tomorrow (to fix a broken blind).

Have you asked them when booking it in to make sure it’s ready to pickup same-day? It shouldn’t be an issue.

Thanks, so the dealership has changed ownership since I bought my GC. Might complicate things.
I can still use the van, the defect with the front skylight has been there since manufacture I'm sure. And I've an email from VW saying it's safe to use.
The van has been in the dealership since November. It was only after Christmas they offered to put it back together and return it.
To be honest my preference is to have it fixed, the van is exactly what I want - I speck'd it. I asked for the warranty to be extended to 5 years, but they would only offer 1 extra year.

andyinluton said:

What do you want to achieve?

Do you just want it fixing? Has the garage told you that you can’t use the van due to the problem with the roof light or is it you deciding not to use it?


If you want rid of the van You should be asking for either a like for like replacement or refund less an adjustment for fair wear and tear.


Don’t forget your complaint is against the supplying dealer, not VW

Probably worth investing a couple of hundred £ for a proper solicitors letter to the dealer to show you are serious.

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Thanks, so the dealership has changed ownership since I bought my GC. Might complicate things.
I can still use the van, the defect with the front skylight has been there since manufacture I'm sure. And I've an email from VW saying it's safe to use.
The van has been in the dealership since November. It was only after Christmas they offered to put it back together and return it.
To be honest my preference is to have it fixed, the van is exactly what I want - I speck'd it. I asked for the warranty to be extended to 5 years, but they would only offer 1 extra year.

Mehdime said:

My Cali has been at the dealer 5 times so far for various warranty repairs in the 7 months we’ve owned it. Everytime I book it in, I mention that I must have it back same-day (as it’s my only vehicle) and that I’m happy to bring it back another day if parts need to be ordered. It’s never been an issue - they’ve always been happy to oblige.

Given how many times I’ve had to go there, they’ve now offered to come pick it up at my place and bring it back later when the job is done (same day). That’s actually what’s happening tomorrow (to fix a broken blind).

Have you asked them when booking it in to make sure it’s ready to pickup same-day? It shouldn’t be an issue.

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The replacement of the front skylight was a big job and they said they needed it for a week. Only when I phoned at 3.30 on Friday to check if it was ready for collection did they tell me actually they have a problem and there was a part they needed which was on "back order" and no delivery date was available. (that was November last year).

Goodwill is one thing , fixing a fault under warranty conditions is another.

are you suggesting that VWCV will not support a warranty claim to fix your issue ?
if I understand correctly you have an additional years warranty left ?

or is the issue with the dealer not being competent Etc ?

Perfectos said:

Goodwill is one thing , fixing a fault under warranty conditions is another.

are you suggesting that VWCV will not support a warranty claim to fix your issue ?
if I understand correctly you have an additional years warranty left ?

or is the issue with the dealer not being competent Etc ?

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I'm definitely not suggesting VWCV won't fix a fault under warranty, but 11 weeks in the dealership only to get the vehicle back unrepaired is very poor.

I am 2 years into the 3 year warranty that comes as standard and an option to purchase an extra year which VWCV have said they will repay to me once I've purchased it.

I am interested in the experiences of others who may have had similar issues.

ARC1001 said:

I'm definitely not suggesting VWCV won't fix a fault under warranty, but 11 weeks in the dealership only to get the vehicle back unrepaired is very poor.

I am 2 years into the 3 year warranty that comes as standard and an option to purchase an extra year which VWCV have said they will repay to me once I've purchased it.

I am interested in the experiences of others who may have had similar issues.

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Additional warranty IMO is priceless & can be transferred with the vehicle if sold.
Take the additional warranty and the offer for VW to reimburse the cost.

im not sure you’ll find similar experience to this as it’s fairly specific and looks like the issue is with the dealer , further complicated by change of dealership.

Find another competent dealer who will fix it and is capable of providing good customer care, even if you need to travel.
Lay your cards on the table from the start and ask for help in restoring faith in the VW brand
if the fault is logged with VWCV under a warranty claim another dealer may be able to take this over, particularly as your dealer has refused to complete the warranty work & has chosen to return the unfixed van to you, which is highly irregular.

it appears the franchised dealer is the issue not VWCV ?

A dealer who consistently and over a long period of time, receives good reviews from this forum: Breeze in pool, albeit they are not local to you, it may be worth approaching them to discuss if they can help come up with a solution for you And get you back on the road.

@Tomdbreeze is a member of this forum

Disgraceful they haven't been able to fix a skyight or replace it on a current model. Unbelievable. Name and shame the dealer, they need avoiding.

Perfectos said:

A dealer who consistently and over a long period of time, receives good reviews from this forum: Breeze in pool, albeit they are not local to you, it may be worth approaching them to discuss if they can help come up with a solution for you And get you back on the road.

@Tomdbreeze is a member of this forum

Tom Davidson​

​ Transaction Manager ‑ Breeze Van Centre Poole​

​ ​ T: 01202 713100​ |​ DD: 01202 713038​

​ E: tom.davidson@breezemotorgroup.co.uk​ |​ W: https://breeze-volkswagen.co.uk/​

​ A:​ ​ Yarrow Road, Tower Park, Poole BH12 4QY​

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I agree the GC master tec at Breeze Tim replaced x2 hatches and collected same day. The hatches were pre orders 3 weeks before.

Only had great service from Breeze Poole in all departments.

ARC1001 said:

My nearly two year old GC600 (March 2021) is awaiting a warranty repair again. Only one of the 5 locks engages correctly on the front skylight. It has been in the Exeter dealership since 21st November 2022 (11 weeks). It was booked in for a week for the repair, but a part they need was not ordered and seems to be unavailable. It has now been returned to me in the unrepaired state. I was unable to use it over the Christmas period and had to make other plans.
I've already had the high level rear brake light replaced and internal cupboards replaced because of the water damage (18 days in the dealership)
In the two years I've had my GC it has been in the dealership for 100 days, I've taken 7 days off work dropping it off or picking it up.
I've complained directly to VW Commercial Vehicles and had varying responses. The most recent one told me my complaint was to be closed and there would be no more goodwill.
Has anyone else had a similar experience? How did you deal with it

Click to expand...

Hi sorry to here about your problems, we had a problem with a dent around one of the windows which vw uk approved repair at a vw approved Bodyshop unfortunately they had no knowledge of the vehicle and no direct instruction from Germany. They made a mess of things and it’s took a year on and off to sort out. I complained to the Ombudsman who agreed I had a case but then discovered the Bodyshop was not covered by their scheme. VW uk and the dealer put all responsibility onto to the Bodyshop and refused to accept any responsibility.
It’s worth noting that if things go wrong if you mention taking Legal action or go to the Ombudsman VW customer services will not engage with you any further.
I looked at getting an independent engineer to provide a report but managed to go direct to the body shop and get things sorted.
If VW are saying they will fix it you may not get very far trying to reject it.
I tried to get some additional ‘good will’ from vw executive but they initially refused, I’ve since wrote to the managing director of VW uk and the brand director following this I was offered a contribution to additional warranty so that the issue can be closed, which I have to purchase then claim back from VW UK. I decided to keep the vehicle as apposed to trade it in because it’s had all the faults sorted in total I have been with out the van for 6 months out off the 3 years I’ve owned it.
I am currently waiting for a new router which has been on back order for two months. I contacted the parts department of the dealer rather than sale/service staff and he says he’s escalated it.
Good luck with it your not on your own.

Do you have Legal cover as part of your vehicle insurance or separate membership with a recovery or breakdown outfit? RAC give legal help. Might be a route to follow.

B J G said:

Do you have Legal cover as part of your vehicle insurance or separate membership with a recovery or breakdown outfit? RAC give legal help. Might be a route to follow.

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I had Legal cover as part of my home insurance; they advised me to write to the dealer quoting the relevant legislation. All this achieved was for VW UK refusing to offer any assistance.
Given the circumstances ARC1001 seems to have done well to get an additional years warranty.
For me this extract from the select committee report into The Volkswagen Group emissions scandal sums up VW
1. It is not credible for Volkswagen Group to apologise for its conduct only to then deny that it had done anything wrong. Volkswagen deceived both regulators and their own customers on a global scale and it has shown a cynical disregard for emissions limits which exist to protect human health from dangerous pollutants. VW’s conduct has severely undermined confidence in vehicle standards that are relied upon by consumers and it has not only brought its own integrity into disrepute but also that of the auto sector.

dspuk said:

I guess the question is what do you want from the forum?

The reality is, unfortunately, you got one of those Friday lunchtime vans. It's pants and we feel your pain.

But the chance of another member being in this position is very slim, so what practical help can we give? I used to work in OEM warranty and these cases are tricky, but it does feel like, for whatever reason, you and VW are in a position where you will need to part ways, not as friends.

In this case it reads like have the opportunity to take legal action against VW. Given what you state above you would have a good case to hand the van back and get a full refund/replacement and/or be compensated.

How much for, etc, well, that will depend on your full story and a good lawyer. You may find that just putting official wheels in motion and the right heads at VW informed that you will find a drastic change in attitute.

But it feels like the time for phone calls and letters are over.

Try the below:

Resolve a dispute

You can submit a complaint to The Motor Ombudsman by clicking here and completing our Consumer Enquiry Form. We can help to resolve your dispute

www.themotorombudsman.org

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I think he is just warning everyone how VW are not a good firm when it comes to resolving dreadful issues and perhaps wonders what rubbish service others have had.

The Yorkshireman said:

Hi sorry to here about your problems, we had a problem with a dent around one of the windows which vw uk approved repair at a vw approved Bodyshop unfortunately they had no knowledge of the vehicle and no direct instruction from Germany. They made a mess of things and it’s took a year on and off to sort out. I complained to the Ombudsman who agreed I had a case but then discovered the Bodyshop was not covered by their scheme. VW uk and the dealer put all responsibility onto to the Bodyshop and refused to accept any responsibility.
It’s worth noting that if things go wrong if you mention taking Legal action or go to the Ombudsman VW customer services will not engage with you any further.
I looked at getting an independent engineer to provide a report but managed to go direct to the body shop and get things sorted.
If VW are saying they will fix it you may not get very far trying to reject it.
I tried to get some additional ‘good will’ from vw executive but they initially refused, I’ve since wrote to the managing director of VW uk and the brand director following this I was offered a contribution to additional warranty so that the issue can be closed, which I have to purchase then claim back from VW UK. I decided to keep the vehicle as apposed to trade it in because it’s had all the faults sorted in total I have been with out the van for 6 months out off the 3 years I’ve owned it.
I am currently waiting for a new router which has been on back order for two months. I contacted the parts department of the dealer rather than sale/service staff and he says he’s escalated it.
Good luck with it your not on your own.

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What's the story on the router, I understand that VW are not suppling this router anymore, its only a rumour? Had issues myself regarding the router.

Alistair Hardy said:

I think he is just warning everyone how VW are not a good firm when it comes to resolving dreadful issues and perhaps wonders what rubbish service others have had.

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Respectfully disagree. I've had zero issues with VW, as will a majority of people. That VW will fail on occasion is clear, but what the story is here is less clear or anyones interpretation of it. The post has been edited several times so what is being asked now was not the original ask or question. The OP has had these issues for ages yet the first post ever is to write a big long complaint and their side of the story. Personally it feels more like they were looking for proof points to give back to VW in further complaints. Which is fine. Just be up front. His best best from now is either a senior call to VW or an omnibudsman as many of us have pointed out. Did they want genuine help and advice or tea and sympathy?

When we used to get these warranty issues with Nissan you would see what seemed very clear cut complaints which when you dug beneath the surface to get the whole story were anything but. We had people ask for resprays when they had clearly had their cars parked under acid baths! Or replacement seals to find out that they had taken out, cut and replaced the seals themselves several times to fit aftermarket modifications. I'm not saying that is the case here but experience tells me to take most warranty rants with a pinch of salt as most of them are never as black and white as laid out.

dspuk said:

Respectfully disagree. I've had zero issues with VW, as will a majority of people. That VW will fail on occasion is clear, but what the story is here is less clear or anyones interpretation of it. The post has been edited several times so what is being asked now was not the original ask or question. The OP has had these issues for ages yet the first post ever is to write a big long complaint and their side of the story. Personally it feels more like they were looking for proof points to give back to VW in further complaints. Which is fine. Just be up front. His best best from now is either a senior call to VW or an omnibudsman as many of us have pointed out. Did they want genuine help and advice or tea and sympathy?

When we used to get these warranty issues with Nissan you would see what seemed very clear cut complaints which when you dug beneath the surface to get the whole story were anything but. We had people ask for resprays when they had clearly had their cars parked under acid baths! Or replacement seals to find out that they had taken out, cut and replaced the seals themselves several times to fit aftermarket modifications. I'm not saying that is the case here but experience tells me to take most warranty rants with a pinch of salt as most of them are never as black and white as laid out.

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I didn't't say I had issues with VW, I was explaining his reasoning as you asked what he wanted.

ARC1001 said:

My nearly two year old GC600 (March 2021) is awaiting a warranty repair again. Only one of the 5 locks engages correctly on the front skylight. It has been in the Exeter dealership since 21st November 2022 (11 weeks). It was booked in for a week for the repair, but a part they need was not ordered and seems to be unavailable. It has now been returned to me in the unrepaired state. I was unable to use it over the Christmas period and had to make other plans.
I've already had the high level rear brake light replaced and internal cupboards replaced because of the water damage (18 days in the dealership)
In the two years I've had my GC it has been in the dealership for 100 days, I've taken 7 days off work dropping it off or picking it up.
I've complained directly to VW Commercial Vehicles and had varying responses. The most recent one told me my complaint was to be closed and there would be no more goodwill.
Has anyone else had a similar experience? How did you deal with it?

Click to expand...

I had a major row with the same dealership yesterday over a guarantee defect. I know they have recently changed hands but this has been going on for 2 years now.
The first problem is that the only way you can talk to anyone is to go to sales and even then they do not ring back when the say they will.
I have been registering my unhappiness with the length of time the leisure battery holds its charge, (barely a week with everything switched off, and not 12 hours with the fridge on its lowest setting) since delivery in mid 2020. They keep telling me there is not a problem though no one is brave enough to tell me how long it should last.
Things came to a head in October when the vehicle battery would also not hold its charge for a week and the leisure battery would not charge. The earliest they would book it in was 23rd January. When delivered to Carrs/Yeomans they would not let me talk to the technician to explain the problem ( I am an electronics engineer so we could talk the same language). The next day I was told it was ready for collection and the vehicle battery had been changed. When asked if the leisure battery was charging they replied " we will check and ring you back". I was assured it was fine. On collection the leisure battery was flat. The 50 mile journey back to N Devon with the charging boost on only managed to get the battery to 30% . A further 2 days on charge achieved 100%. I monitored it throughout the week and it consistently lost 10% per day. Contacting them yesterday the vehicle is now booked in again on 6th March. There is clearly either a defect or a design fault but they are not prepared to accept this.
I previously had an Ocean T6 and I also have a Golf and Caddy van, none from this dealership and always received excellent service. but this experience has soured me so much we are now awaiting delivery of an Autosleeper to replace it. I would not buy anything from them again.

Jester said:

What's the story on the router, I understand that VW are not suppling this router anymore, its only a rumour? Had issues myself regarding the router.

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We only tried it out last year in Scotland as we’ve been using our phones. It didn’t work so as the warranty was about to finish I had a dealer look at it. They have not specified the problem only that they are to replace it, for which along with all the updates, tap replacement and third brake light change VW have honoured their warranty.