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Discussion Starter #1
I am still deliberating where to take (in the UK or possibly Germany/Swirtzerland) my 6 month old Phaeton when the time comes for service/repair. I am proposing to ask to meet the technicians at two or three VW garages to help me make my decision.
Does anyone have any suggestions on what to look for and what to ask?
PETER MILLS
 

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Re: Questions to ask when selecting Phaeton Workshop (PeterMills)

Hi Peter,
If you service out of the country and a fault appeared its a tow home job, If you service in the UK you should service your vehicle at least a couple of weeks before you do any long journeys.
Tony
 

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Re: Questions to ask when selecting Phaeton Workshop (PeterMills)

Peter:
Why not the dealer where you purchased it? (This is not a challenge, just a plain question).
Michael
 

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Re: Questions to ask when selecting Phaeton Workshop (PanEuropean)

Good question, Michael. Perhaps I am worrying unnecessarily, since I have no specific reason not to simply take it to the dealer that supplied. However this site and your postings in particular, has made me feel that it is worth first addressing the options, rather as one might when when choosing a dentist. I guess, above all, that the forum has shown me just how finely constructed this vehicle is, and how some repair issues are a struggle for some (though seldom you!).
I guess I am looking for a garage that can give me the sort of special relationship you have built up with your Toronto dealer. I would really like to attend the workship as you have managed to. I am an Architect/developer and certainly in my (building) trade there are firms you can work well with a firms you cannot, and one of my work theories is to take time to get the right tradesmen, then cherish and stick with them.
Also, unlike many of the forum members, I buy cars for cash (not on lease) and typically keep them for around 10 years. I don't like change, and accepting the costs of repairs as the cars get older, but like to treat them really well to minimise these.
It might also clarify my position a little if I explained that I have bought, for my family, three VW's (Polo, Polo, Golf+) off my nearest VW garage with whom I now have a good relationship. They are not Phaeton specialists. I really like VW (obviously) so this year decided to get a Phaeton for myself. I got prices from the two next nearest VW garages that did sell Phaeton, the best bid got the order. I was aware that the service information for Phaeton was centralised so concluded that I could, if I wanted to, migrate for that. The sales agent was very helpful, but has since left. I know no-one there now. I have just ordered some spares from the vendor and plan to go and pick these up shortly, at the same time I have arranged to meet their service folk (for the first time). Musing what to ask when I meet them, I made the first post above (and an earlier one seeking owners feeback generally on UK garages). I also looked through your table of contents for any leads; for example in your post: PhaetonTyre Wear, Information about Phaeton Wheel Alignment [Archived] where you refer to the Phaeton Wheel Alignment Tool - VAG 1944B and say that "The Phaeton (and Touareg as well) require a very sophisticated 4 wheel alignment tool in order to do the job properly. I believe that it is a 'brand standard' that every VW dealer who sells these vehicles must have such a tool, however, you may want to do 'due diligence' and make sure that your dealer has the correct equipment. " That was one question I planned to ask. Also whether they would let me attend when they did the work.
My nearest VW garage sales manager (who I have known personally for years) whilst not being Phaeton vendors do sell Taoureg (as of very recently); when I asked him he told me they could also service a Phaeton, though it would be a first for them. He is very professional, and will not want to poach the other garage's work the work, so it is very much for me to decide.
I also regularly drive through Germany to Switzerland, and on the basis that I use the car only for long distance travel, it struck me that my needs might also be met if I found a garage out there that impressed me. After all I am as likely to break down there as here, and I can plan servicing around my trips.
Taking all this into account, I guess I want to make my commitment where I feel the skills will be best.
PETER MILLS
Modified by PeterMills at 5:41 PM 11-2-2006

Modified by PeterMills at 5:42 PM 11-2-2006


Modified by PeterMills at 5:43 PM 11-2-2006
 

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Re: Questions to ask when selecting Phaeton Workshop (PeterMills)

Quote, originally posted by PeterMills »
...My nearest VW garage sales manager (who I have known personally for years) whilst not being Phaeton vendors do sell Touareg (as of very recently); when I asked him he told me they could also service a Phaeton, though it would be a first for them. He is very professional...

Peter:
In light of what you have said in the quote I extracted above, I would choose that service facility (the one you have known for years) without a moment's hesitation. I can tell you with absolute certainty that it is far, far better to deal with folks you know, feel comfortable with, and already have a good relationship with than to have to go through the whole process of establishing a new relationship with another VW dealer.
So far as technical competence is concerned, if the facility is approved to service the Touareg, then they will have 99% of the special tools needed to service the Phaeton... the only special tools they will not have will be a few exotic ones, such as jigs for removing a transmission, etc. Functionally, the Touareg is very, very similar to the Phaeton - note, for example, that the Touareg uses the same steering wheel, a very similar instrument cluster, is also available with four corner air suspension and four zone climate control... so, the staff at that facility will already be familiar with 90% of the Phaeton from their Touareg experience.
When in doubt, go with the people that you trust. When I bought my Phaeton, it was the first one that my dealership had ever sold - but that didn't cause me the least bit of concern, because I had the same confidence in my dealer that you seem to have in yours. The past two years have shown that I made the correct decision.
Michael
 

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Re: Questions to ask when selecting Phaeton Workshop (PanEuropean)

Michael& Peter.
VW retailers that are not license to sell can,t do warrant work on Phaetons, seeing that your car is on a long life service, you should find a license retailer close to you .start a relationship with the service manager and store manager

Tony


Modified by plastech at 9:19 PM 11-2-2006
 

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Re: Questions to ask when selecting Phaeton Workshop (plastech)

Tony:
Are you 100% sure of that? It is not like that in North America... any authorized VW facility can carry out warranty work on a Phaeton. For example, if your Phaeton has a problem (lets say for example it won't start), and there is a VW dealer in your town, but the nearest Phaeton dealer is 100 miles away, I would expect that you could simply go to the nearest VW dealer to get the problem solved.
The UK market might be different, but still, that sounds a bit Draconian.
Michael
 

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Re: Questions to ask when selecting Phaeton Workshop (PanEuropean)

100%
My car needed a battery charging local dealer is not licensed so they low loaded it to there phaeton retailer to fix it,
If they are not licensed they can not charge VW,
Think they can charge two hours for helping,

Tony
 

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Discussion Starter #9
Re: Questions to ask when selecting Phaeton Workshop (plastech)

My local (non Phaeton retailer) confirmed that they can do up to two hours warranty work then they need to either get special clearance from VW or pass the car over to a Phaton retailer.
I have arranged to meet the service staff at the two garages I am considering. I have been putting together a list of questions I think will help me make a judgement which I will post afterwards (in case they are reading, though one question will be are you aware of this Forum!)
PETER M
 

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Re: Questions to ask when selecting Phaeton Workshop (PeterMills)

Peter: I am pretty sure that if you called VW's head office, told them that you have purchased numerous VW's from this dealer before, like them, trust them, and intend to purchase VW's from them again, VW would make sure that you don't encounter any difficulty having warranty work carried out by that dealer. The only exception I can think of is if some rare, special tool is needed that your dealer doesn't have... but, because they sell Touaregs, they probably have 95% of the special tools needed for Phaetons as well. The only commonly used special Phaeton tool that they might need but likely don't have is the cooling system pressure test adapter, and they could easily order that tool if they foresee a need for it. It's not expensive.
Michael
 

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Discussion Starter #11
Re: Questions to ask when selecting Phaeton Workshop (PanEuropean)

Michael I like that idea and will follow the suggestion, thanks. I will post the result in case it is of interest to others.
PETER MILLS
 

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Re: Questions to ask when selecting Phaeton Workshop (PeterMills)

Peter,Michael,
Retailers that are not licence is because they wan't pay for the Tech to trained on phaetons .Which is one of the reasons for:http://forums.vwvortex.com/zerothread?id=2891070
I agree with pilgrim7777 you will find the Phaeton tech has been poached by another retailer or started his own business repairing VW.
Peter,
Pick a retailer that has a Tech trained & qualified to do your work .
 

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Discussion Starter #13
Re: Questions to ask when selecting Phaeton Workshop (plastech)

Tony, thanks for your views, funnily enough it was that very string that got me worried on this subject, but for the opposite side of the argument, so to speak. Correct me if I am wrong but isn't the dealer referred to in that string a Phaeton reseller? I am sure that someone else referred to them supplying a new car recently.
I do know that the local garage I am considering have paid for a technician to do the Touareg training as they have started to sell that vehicle.
Where I started from is: best to go to the Phaeton reseller, where I am moving to is: best to go to people I know and trust and have done business with for years - ie as Michael says.
However I am going to visit both service departments as per above, and I really appreciate the views of forum members.
PETER M



Modified by PeterMills at 4:50 PM 11-5-2006
 

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Re: Questions to ask when selecting Phaeton Workshop (PeterMills)

Quote, originally posted by PeterMills »
Correct me if I am wrong but isn't the dealer referred to in that string a Phaeton reseller? I am sure that someone else referred to them supplying a new car recently.
PETER M
Modified by PeterMills at 4:50 PM 11-5-2006

Peter,
The service manager a apologized for people leaving & management buy out.
The staff leaving was there Phaeton trained Tech
and now they can't fix any Phaeton ,that have any real problem,
Probable good at changing oil and charging over £300
Tony



Modified by plastech at 2:30 PM 11-10-2006
 

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Discussion Starter #15
Re: Questions to ask when selecting Phaeton Workshop (plastech)

Right. I hadn't picked up that the Phaeton technician had left, but of course that explains the problem.
Thanks,
PETER MILLS
 
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