Allow me to first share that when I purchase a vehicle I have no intention of ever returning it to a dealer for service, except perhaps for a recall or warranty issues. We can agree or disagree about "free" service but I'm of the opinion that "free" usually is anything but.
There is another side to the story though. Have a look at the facilities at your dealership. They aren't optional. The buildings, the facilities, and the employees don't come for free. Imagine the fixed costs associated with a dealership and one can at least appreciate the reason for 5k mile oil changes and the associated requirement for disposing of and changing the blinker fluid and such. Unethical? Of course! But maybe somewhat understandable.
Look at the first 10k maintenance. I haven't a clue as to what the dealer receives from VW but I do know that time is money. Properly and carefully done this isn't a fifteen minute procedure. And properly done the 10k maintenance should not be the within the province of the local oil jockey... But it usually is.
Then the 20k maintenance... Actually fairly simple but again not something to be left to just any employee and certainly not best left to an employee who is paid on a flat rate basis where the temptation is always to cut corners.
Perhaps I'm a bit anal but here's the drill for service that's up to my standards:
At 10k miles the car comes in, the engine cover removed, and the upper bay is inspected for anything suspicious. The vehicle then goes on the lift where the belly pan is removed, the oil is drained, and a thorough inspection of the vehicle is made from bumper to bumper. THOROUGH! Oil plug is replaced and the vehicle lowered.
On the NMS TDI we see an electrical bus and a hose assembly with the potential to interfere with filter removal. Attachment hardware is removed to allow for filter clearance. Then the insulated steel piping directly in front of the filter. It must be protected to insure no oil drips onto that nice off-white covering. Once done the removal procedure isn't difficult. Actually positioning the new filter properly into the housing is the most troublesome until you get a bit of practice. So now an oil fill and at the same time a check for any other fluids as might be needed. This to include DEF and I don't allow spills!
We then start the engine and check for leaks or anything suspicious. Assuming all is well the car is again raised, the underside checked for leaks and the belly pan put back in place. Half way down the tires are rotated and the brake mechanicals are inspected. Then the car is finally lowered and moved off the rack. At this point the service interval is reset and VagCom is run to assure no surprises.
The 20k mile service is more involved in that there is more to do. Air filter, fuel filter, and cabin air filter in addition to the oil change. Nothing really difficult but everything takes time and shortcuts aren't allowed.
I'll be the first to admit that I don't work at a frantic pace since the time involved is mine. Also the car is mine. The simple 10k service will take the better part of an hour. Actually a bit more if preparation and the usual VagCom diagnosis is included. The 20k service will at least double the time needed and probably a bit more. Certainly the service can be done quicker but I take my time. Good enough is not good enough for me.
What I'm getting at is that even the best dealer doesn't have the luxury of free time. Every minute spent on a job means one less to be available for the next. When looking at the huge mortgage payment due at the end of the month there might be every incentive to cut a few corners and push as much work through the shop as possible. It's either that or somehow develop a clientele with very deep pockets and a willingness to spend. Generally VW buyers aren't quite at that plateau.
Bottom line? At least have some sympathy for your dealership. Costs are astronomical. Better to pay a dealer fairly for a proper job than get substandard work for a bargain price. That is, of course, assuming you actually receive what you pay for.
Then the independent shop. Just because an independent hangs out a shingle proclaiming to service foreign cars does not qualify him for much beyond just that. Reputation, specific knowledge, and proper tools must be part of the package. You won't find such a person at your local Firestone or Goodyear store and certainly not at the QuickLube either.
So three choices... Find a reputable dealer who outshops quality work. Pay what he charges and be happy. Or find a reputable and qualified independent. Again, pay him well and be happy. Or do your own work. Know your vehicle from bumper to bumper and know that everything has been done properly without question.
Just don't point at a dealer and assume he's a thief. Know that the cost of keeping the doors open will be reflected either in high rates or perhaps inferior work. Maybe both for the less reputable. There are good dealers out there though. Also good independents. If you don't do your own work then find one, pay his bill, and know the needed services have been properly performed.
One further thing to remember... Your TDI is anything but an economy car. If you purchased it thinking so, then you're sadly mistaken. Your TDI is actually a rather expensive car which will return stellar economy. It's also a car which returns a driving experience deeply appreciated by many of us and worth the trouble and expense of ownership.
