Conversation with VW claims "Chat"
I was on the claims website late last evening, and was able to have an interesting "Chat" with "Tiya" about returning a car damaged/missing parts, and this thread among other things.
Here is the conversation, I though it might be of interest to those subscribed to this topic, with the following disclaimers:
1. Be aware that information from the VW claims customer service personnel may not be accurate, as they are not the same people who are actually approving cases and documents,
2. This is unedited except for removing the time stamps, and my personal information.
My questions in Green, VW answers in Black,
Here it is:
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Hello. I would like to chat with a Claims Agent.[/FONT]
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Thank you for contacting VW Court Settlement Support. My name is Tiya, to best assist you can I have your name and claim number?[/FONT]
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Yes My name is Titus XXXX[/FONT]
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Claim: 16180XXXX[/FONT]
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Hello sir we spoke earlier![/FONT]
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Was that today?[/FONT]
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Yes sir[/FONT]
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Thanks for your help![/FONT]
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They [/FONT][FONT=Verdana, sans-serif]
m[/FONT][FONT=Verdana, sans-serif]
ake you work all hours there, huh? 
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ha ha yes sir[/FONT]
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My question is, The car was in a accident that damaged the front fender, hood, and bumper, however I did not have insurance to cover the repairs so I still have a clean title for the car and it still is driveable.[/FONT]
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Does it have to be repaired to be [/FONT][FONT=Verdana, sans-serif]
accepted for the buyback, or is it OK as it is as long as it can drive on its own engine power?[/FONT]
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Okay sir with the vehicle cosmetics don't effect your restitution.[/FONT]
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Hello...Are you still there?[/FONT]
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Okay, there are also some parts that are completely lost and/or missing. Do I need to obtain these parts?[/FONT]
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ie: the hood and one fender, and one door.[/FONT]
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As long as your car is able to be driven under it own 2.0 engine sir you should be fine.[/FONT]
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Okay thanks! I'm curious Tiya,[/FONT]
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Your welcome have a goodnight![/FONT]
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Do you work directly for VW of America, or are you working as a third party contractor to handle the claim questions?[/FONT]
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I work for VW[/FONT]
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Okay I was just wondering.[/FONT]
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No problem![/FONT]
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Also, is the Chat available 24 hours a [/FONT][FONT=Verdana, sans-serif]
day?[/FONT]
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No sir only till 11pm eastern our hours are 7am till 11pm[/FONT][FONT=Verdana, sans-serif]
Regarding the parts that are damaged and/or missing again[/FONT]
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Is your vehicle salvaged Titus?[/FONT]
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No is has a clean/clear title in my name.[/FONT]
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Okay![/FONT]
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I read on a TDI forum that people who were returning their cars were being told by the buyback specialist that they were to reject any car that is missing parts, due to a case where someone returned a car that was missing major body panels,[/FONT][FONT=Verdana, sans-serif]
bumpers and etc.[/FONT]
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Are you aware of this? Is this something I need to be aware of in my case, or Am I OK as long as the documents are approved, and my car is drivable?[/FONT]
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Only if it affects the engine. There has not been a case where someone was turned away because of cosmetic problems.[/FONT]
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Okay that's what I was thinking.[/FONT]
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Thanks again for your time. Is there any way for me to save our conversation?[/FONT]
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Yes sir you can print it off.[/FONT]
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Copy and paste?[/FONT]
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Yes! Have a great day [/FONT][FONT=Verdana, sans-serif]
Titus[/FONT][FONT=Verdana, sans-serif]
!![/FONT]
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Okay you too, Thanks![/FONT]