Customer Service is deplorable

“Customer Service is deplorable”

Written on: 02/07/2012 by Paulxj (10 reviews written)

I had a Brake failure warning light illuminate on my VW Tiguan that was 6 months out of warranty. The garage replaced the auto hold switch, but this blew and the main fault was found to be the ABS unit.

The VW garage was very good handling the situation and in response managed to get VW to contribute 60% for the switch and 80% for the ABS unit, but I was still left with a bill for just short of £500.

I reviewed the issue and found that the ABS unit failure on VW's is a known fault and the recommendation was to write to VW and ask for a refund. I wrote to VW customer services and pointed out that I was grateful for the contribution, but as this was a known fault, would they consider a further contribution. I also added that I had been a loyal VW customer for over 30 years and people had bought VW cars on my recommendations.

I received a telephone call and was informed that they were dealing the letter and I was requested to provide more details to confirm my loyalty. A few days later I received a call to say that 80% was the maximum they would pay and this was due to my loyalty!

I pointed out that this was the original offer and at this time they were not aware of my customer loyalty, so in fact loyalty meant nothing to them.

I asked how I could escalate the complaint and was told that I could not escalate it any further and that this was final, however they would reconsider the case and come back to me.

A few days later they phoned back and offered me a half price service, but I had clearly said in my letter that I was selling the car in a few months so that was worthless. They then offered to pay for a meal out up to the value of £100, but for personal reasons I had to decline this offer. (Anyway I would in effect be paying for my own meal)

I was so dissatisfied with the way this was handled that I wrote personally to the newly appointed director of VW Robert Hazelwood. That was over a month ago and although I did not expect a personal reply,I expected it to be delegated, but I am still waiting a response.

So in conclusion, the Customer services team can do and say what they want. As the customer service team member said- "There is no escalation process". She was right, it is a waste of time complaining any further, even if they clearly got it wrong.

The Director, Robert Hazelwood does not care less about how they deal with customers and brand loyalty means nothing to VW. I find this strange as 30 years ago, they built there reputation on the brand image.

VW have now lost my loyalty and custom, but as they appear to be selling so well, does loyalty matter to them- The answer is clearly NO. Does Mr Hazelwood care, once again the answer is clearly- NO