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Showing results for tags 'negligence'.
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Hi All, wanted to share my awful experience with my local VW dealer regarding the service of my GOLF R, and hopefully get some advice on options. Sorry for the long post, but the details are important. The car, 2016 MK7, DSG, 30K miles, unmodified- went into the dealer for a routine service- oil & filter + Haldex fluid and filter clean. The car was collected from my home and returned back to me later that evening. The next day using the car- I immediately felt/ heard a shudder/ vibration and wheel scrubbing sensation from the rear of the car on sharp left and right low speed turns. First thing that went through my head is oh no, they've forgot to refill the haldex system. I immediately called the garage back asking that they look at it immediately, and to ask for a courtesy car to drive - as i feared id be doing more damage. No courtesy car was offered and therefore the car was used until the following week when it went back in for diagnosis. The haldex was flushed and filled and returned to me stating that the car has no issues. it took a fairly assertive call with the service manager to find out that they had actually flushed out debris in the fluid. I refused to sign the their documentation to say that i was happy until i had tested the car. The following day , sure enough the noise was back, so i called back asking them to correct the problem. The next available appointment was 3 weeks later (They refused to collect the vehicle immediately- stating they were too busy-and they said they dont do courtesy cars...? ) during which time i was using the car gently to get to work- with the rear end noise apparent the whole time. As a qualified engineer, this leads me to believe that a)the system was under-filled, b) not filled at all or 3) the incorrect fluid used e.g if a non friction fluid was used this would be the end of the haldex clutches) A car of this mileage should not experience a failure of this sort. After delivering the car and demonstrating the fault to the master tech, I requested a video diagnosis (as is fairly standard practice with main dealer services) which showed that the oil removed each time had debris, sediment and clutch fibre contamination. After the 3rd visit to the workshop, the dealer concluded that a new haldex system was required, and that they would offer no financial contribution to it. The bill sent for a replacement haldex system is just under £5,500 for which VW are saying i am responsible-as their view is that i supplied the car to them with the fault- which to me is absolutely sickening and disgusting. With a high pressure job and a 5 month old baby, this stress is the last thing i need. -If the haldex was damaged to start with they would have found evidence during the first service! -The car has been faultless until i handed it over to VW! Ive also consulted a transmission specialist who have said they've never seen a haldex failure on a low mileage VAG car and that they had heard horror stories of the same main dealer. After several heated conversations with the service manager- this now looks set to go to legal action, I've requested that communication now switches to written and i am about to contact the Motor Industry ombudsman to raise a case- which could mean going to court. Has anyone else been in this situation, have any advice, did you manage to get a successful conclusion? I find it absolutely appalling that the dealer are denying any wrong doing and that they system was broken before the service- its an insult! Its really has ruined 3 years of joyful motoring in the R and really tainted the VW brand for me- i will never go back. Thanks David
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