[drcase]

So I brought in my 2000 wagon yesterday for the 20K service and was told that VW wouldn't pay for it, since the 2 yr mark passed a couple of weeks ago. Originally I had made an appointment before the deadline, but later called back to see if it would be ok to reschedule a little later. The service folks said no problem, and I, rather naively, I guess, didn't think too hard about it.
Now the dealer--Brookline VW--says it wasn't their job to tell me anything about my service schedule (and that their OK didn't matter), and that they won't get paid by VW USA to do the work. VW Customer Service says they can't help and won't offer contact with higher ups to discuss the problem.
I'll try giving the BBB arbitration service a try; any experience or suggestions?

 

[drchris]

Re: Service dispute--need advice (drcase)

Silly. The VW dealer would split hairs on the timing of this service. Obviously, they don't want your repeat business when it comes time to replace the car.
My advice: contact the salesman that sold you the car. If he can't intervene, tell him he's lost a customer. This is as obvious as the nose on his face.

 

[Al Fresco]

Re: Service dispute--need advice (drchris)

I agree with him, you should do that. It's stupid because were talking about a small matter of time and they should want to keep you as a valued customer, for life.

 

[vwguild]

Re: Service dispute--need advice (drcase)

The Good Doctor's Advice is very sound...And quite candidly, I am speech-
less.
How many miles are on your car? You only mention the 20K Service and
that fact that there was a time concern...

 

[BBear]

Re: Service dispute--need advice (drchris)

Don't forget to mention to your sales guy all the other business they will not be getting cause you will let others know of your wonderful experience.

 

[jhillestad]

Re: Service dispute--need advice (drcase)

I guess I have to play the devils advocate here but....
Its 2 years / 24k miles which ever comes first, what part of that did I miss ?
In order for the dealer to get the labor/parts under warranty they would have to fudge or lie about your mileage, as an owner of a business I find it frustrating when people want the rules broken for them then they turn right around and threaten me when I can not accomodate... its a little unfair, the bottom line is the car was indeed out of warranty when brought to them so why is it their fault ?
But for all things considered I agree the service manager should not have made a mountain out of this mole hill.

 

[VAB52]

Re: Service dispute--need advice (drcase)

Whatever happened to personal responsibility? It's always someone else's fault...
If the dealer concedes, he'll have to pay. You were past your deadline. What's to dispute? Why does the service dept have to remind you of your deadline? I doubt it's even in their computer.

 

[plomaris]

Re: Service dispute--need advice (jhillestad)

Jhillestad:
The part of that you missed, was the fact that drcase made the original appointment prior to the expiration of the warranty. He even called to reschedule and asked if that would be okay. They agreed. The only reason he would ask if it would be okay would be for warranty purposes. Why else would he ask if it was okay? Was he inconveniencing the dealer by rescheduling? NO!
No question - VW should pay. Drcase should get the dealer to pick up the tab, since they okayed the delay to begin with. Dealers do that stuff all the time. It is worth a few bucks from them to keep a customer. It should be a no-brainer for the Service Manager. If not, the General Manager needs to be involved. VW has enough problems with their service. No need to lose more customers by pulling this kinda stuff.
You can say you are playing Devil's advocate all you want. Sounds more like you are playing VW's advocate.
But that's just my opinion.

 

[malik71829]

Re: Service dispute--need advice (plomaris)

i'm sure that when he called to reschedule and they said O.K., they had no idea that the warranty would expire, they might not have even pulled it up on the computer. the service guys always tell you want you want to hear, just like the salesmen. that's just the way the industry is, not just V.W.

 

[av_audi]

Re: Service dispute--need advice (drcase)

It seems like there was some miscommunication. Did you simply assume the "OK" referred to going past the two year limit or did they explicitely mention it? Did you clearly communicate to them that your warranty was about to exipire or did you just assume they would know?
But regardless, I think any decent dealer would realise the misunderstanding and simply do the service. Their attitude is shortsighted and says a lot about how much they care about their customers. But if they actually explicitely said "it is OK" concerning the warranty expiration, then you should perhaps try your luck with a letter to VW?

 

[av_audi]

Re: Service dispute--need advice (jhillestad)

quote:[HR][/HR]
In order for the dealer to get the labor/parts under warranty they would have to fudge or lie about your mileage, as an owner of a business I find it frustrating when people want the rules broken for them...[HR][/HR]​

They probably wouldn't have to fudge dates. They can simply say they rescheduled his appointment because they couldn't accomodate him that day.

 

[rcaton1]

Re: Service dispute--need advice (VAB52)

quote:[HR][/HR]Whatever happened to personal responsibility? It's always someone else's fault...
If the dealer concedes, he'll have to pay. You were past your deadline. What's to dispute? Why does the service dept have to remind you of your deadline? I doubt it's even in their computer.[HR][/HR]​

I've had something similar happen to me... I called for an appointment and the date that they gave me was also 2wks after the warranty period. My service person told me that it was ok and why shouldn't I have believed him?? As promised, my service was done free of charge. I guess you missed the part where drcase said: " Originally I had made an appointment before the deadline, but later called back to see if it would be ok to reschedule a little later. The service folks said no problem, and I, rather naively, I guess, didn't think too hard about it.. Although it wasn't the dealer's responsibility to remind him of his free scheduled maintenance, they should have certainly honored the agreement that he could bring it on a later date


[Modified by rcaton1, 4:54 AM 2-19-2002]

 

[rcaton1]

Re: Service dispute--need advice (jhillestad)

quote:[HR][/HR]I guess I have to play the devils advocate here but....
Its 2 years / 24k miles which ever comes first, what part of that did I miss ?
In order for the dealer to get the labor/parts under warranty they would have to fudge or lie about your mileage, as an owner of a business I find it frustrating when people want the rules broken for them then they turn right around and threaten me when I can not accomodate... its a little unfair, the bottom line is the car was indeed out of warranty when brought to them so why is it their fault ?
But for all things considered I agree the service manager should not have made a mountain out of this mole hill.[HR][/HR]​

jhillestad... I'm sure that you, being a business owner, view warranty claims on a case by case bases (at least to be fair). This dealer apparently is trying to pinch corners and what's that service worth, 30 or so bucks? I agree that this is pretty pathetic on the dealer's part.