Just finished a chat session on the VWGoA site

Virgil

Member
Joined
Nov 29, 2016
Location
Palestine Illinois
TDI
2012 Jetta
It took 37 minutes to get an agent to respond.
I submitted my documents on 11/6 and they're still under review according to the website. Here's the result of my chat. Hopefully I'll hear something in a couple weeks or less.

ser @ 12/15/16 3:10 PM :
==> Hello. I would like to chat with a Claims Agent.
Chat Connected
An online assistant will be with you shortly
Thank you for your patience. We are experiencing high chat volumes. Alternatively, you may contact us at 1-844-98-CLAIM (844-982-5246)
An online assistant has been connected
Welcome to online chat. Please submit your question to an agent using the below dialog box.
Kierra @ 12/15/16 3:47 PM :
==> Welcome to VW Court Settlement. My name is Kierra. How may I assist you today?
User @ 12/15/16 3:48 PM :
==> I uploaded documents on Nov. 9, the website says they're still under review. How long will this take for them to be approved?
Kierra @ 12/15/16 3:49 PM :
==> The review process is a total of 20 business days.
User @ 12/15/16 3:50 PM :
==> even at 20 business days I'm past that time frame
Kierra @ 12/15/16 3:51 PM :
==> I will be able to assist you. May I have your first and last name, also your address, vehicle make and model?
User @ 12/15/16 3:51 PM :
==> 2012 Jetta
Kierra @ 12/15/16 3:53 PM :
==> Thank you for verifying your account. One moment, while I review your claim please.
Kierra @ 12/15/16 3:55 PM :
==> The review process was a total of 20 business days from 11/06/16. Once documents have been reviewed a final offer will be generated and presented to you 1-4 business weeks following the review process.
User @ 12/15/16 3:57 PM :
==> so it's been 28 business days, I should get an offer in 2-3 weeks. Is that correct?
Kierra @ 12/15/16 3:57 PM :
==> Yes
User @ 12/15/16 3:58 PM :
==> OK, I hope so. Thanks for your help
 

Mr. Furious

Veteran Member
Joined
Jul 19, 2012
Location
North Carolina
TDI
None
What on earth is a "business week?" Other than a magazine, that is.

ETA: It's obvious that their strategy is to keep kicking the can down the road. It's going to be "2-3 weeks" or something similar every time you contact them, then when you contact them after that time period it'll be another 2-3 weeks, or 20 business days, or whatever made-up garbage the charlatans have told the reps to tell people at that time.
 
Last edited:

BPofMD

Veteran Member
Joined
Mar 12, 2013
Location
Maryland
TDI
2012 Passat SE
I spoke to one of the Settlement lawyers yesterday and he told me 6 weeks after Step 15. Ummm, been 7 weeks already and "crickets"! Maybe he meant 6 WORK weeks???? Be lucky to get offer before New Years.
 

Mr. Furious

Veteran Member
Joined
Jul 19, 2012
Location
North Carolina
TDI
None
I spoke to one of the Settlement lawyers yesterday and he told me 6 weeks after Step 15. Ummm, been 7 weeks already and "crickets"! Maybe he meant 6 WORK weeks???? Be lucky to get offer before New Years.
They don't care either. They've already gotten paid.
 

stasek

Member
Joined
Mar 18, 2012
Location
Lemont, il
TDI
2012 Jetta DSG
I'm not sure what happens when your original documents get rejected (illegible DL), but I resubmitted everything on 11/18 and got my offer yesterday. The car still has a small balance through VWoA Financial Services (or whatever it's called).
 

Mr. Furious

Veteran Member
Joined
Jul 19, 2012
Location
North Carolina
TDI
None
I'm not sure what happens when your original documents get rejected (illegible DL), but I resubmitted everything on 11/18 and got my offer yesterday. The car still has a small balance through VWoA Financial Services (or whatever it's called).
That's the kind of thing that really pisses me off. It seems like screwing up a submission gooses the process so the claim turns around faster.
 

Rmanrulz

Active member
Joined
Oct 18, 2016
Location
NC
TDI
2012 Jetta
That's the kind of thing that really pisses me off. It seems like screwing up a submission gooses the process so the claim turns around faster.
Mr. furious you are indeed correct. I was told they're 4 to 6 weeks behind. I was green checked 10/27/16. I get the whole it didn't start until 11/01/16. But dang it's 12/15/16. I'm figuring at the rate they change answers or I should say "lies" no one knows what they'll come up with next. :rolleyes::mad:
 

Yukon4Runner

Veteran Member
Joined
Nov 20, 2016
Location
Connecticut
TDI
2010 Golf (buyback) 2015 Golf Sportwagen (buyback buy)
Maybe you guys are doing something wrong...took me 15 business days to go from creating an account on the VW portal to being able to schedule an appointment.
 

tjsadler

Veteran Member
Joined
Aug 15, 2013
Location
California, USA
TDI
2014 Passat TDI SE 6m
My impression thus far, and one of the attorneys agreed with me last week, is this: They are swamped with claims because they didn't know/care that so many would sign up right away. They are facing fines due to the delays. It therefore makes sense for them to process as many individual claims as fast as they can be processed. Therefore, they are pulling up a file and working on it. If everything goes perfectly smoothly, they finish their end and send it for auditing and then make an offer. If there is ANY kind of a hiccup or obstacle (salvage title, question about purchase date, lender payoff not received yet, signature smudged, scan blurry, whatever...) they note the file, put it in a holding queue, and move on to the next easy one. Having worked years ago in a call center that handled customer service issues, this happens all the time just from general human laziness. In this case they have a company mandate to process the largest total number of claims possible so the easy ones are rushed through at the expense of the rest.
 

Salsaman06

Veteran Member
Joined
Dec 30, 2012
Location
Texas
TDI
2013 Passat TDI SEL (sold back to VWoA Dec 21, 2016)
My impression thus far, and one of the attorneys agreed with me last week, is this: They are swamped with claims because they didn't know/care that so many would sign up right away. They are facing fines due to the delays. It therefore makes sense for them to process as many individual claims as fast as they can be processed. Therefore, they are pulling up a file and working on it. If everything goes perfectly smoothly, they finish their end and send it for auditing and then make an offer. If there is ANY kind of a hiccup or obstacle (salvage title, question about purchase date, lender payoff not received yet, signature smudged, scan blurry, whatever...) they note the file, put it in a holding queue, and move on to the next easy one. Having worked years ago in a call center that handled customer service issues, this happens all the time just from general human laziness. In this case they have a company mandate to process the largest total number of claims possible so the easy ones are rushed through at the expense of the rest.
This is the most lucid and plausible explanation for all the apparent chaos going on that I have read on this forum to date.
 

atomicfront

Veteran Member
Joined
Oct 12, 2016
Location
baltimore
TDI
2013 VW Jetta wagon tdi
I don't think a single person has found any pertinent information by calling the customer service line or the chat function yet people keep calling up and chatting. They would have been better served to not have customer service agents at all as obviously they don't have access to any information and had more people working on the claims. I guess some people like wasting their time contacting them. Eventually they will get around to your claim and make you an offer. Nothing you can do to make them work any faster so might as well sit back and wait until you get an email.
 

atomicfront

Veteran Member
Joined
Oct 12, 2016
Location
baltimore
TDI
2013 VW Jetta wagon tdi
I'm not sure what happens when your original documents get rejected (illegible DL), but I resubmitted everything on 11/18 and got my offer yesterday. The car still has a small balance through VWoA Financial Services (or whatever it's called).
VW Credit applications seem to be processing fast now. They finally probably had enough sense to get a nightly feed from VW credit and have gotten things rolling. I think the people who are the stragglers are no people with non-VW credit loans.
 

PacCoastFwy923

Veteran Member
Joined
Feb 21, 2008
Location
Oakland
TDI
2015 Passat SE TDI 6-speed manual; 2006 mkV Jetta TDI / 5-speed / Pkg 2
I don't think a single person has found any pertinent information by calling the customer service line or the chat function yet people keep calling up and chatting. They would have been better served to not have customer service agents at all as obviously they don't have access to any information and had more people working on the claims. I guess some people like wasting their time contacting them. Eventually they will get around to your claim and make you an offer. Nothing you can do to make them work any faster so might as well sit back and wait until you get an email.
Lol, so true. I finally broke down and gave 'em a call on the two month anniversary of my upload, hoping maybe there'd be a note in the system re: a problem with my payoff request form. I literally had to initiate the conversation, as in he picked up but didn't utter a peep. I had to make the first "Hullo?"

The entirety of the call was utterances of sentence fragments and nothing of use, but I expected that, so the "not line" 100% met my expectations.
 

grawk

Veteran Member
Joined
May 12, 2012
Location
Oak Ridge, TN
TDI
'14 JSW TDI (used)
I did get a helpful clue from my call today, where they mentioned the 8909 error was 'invalid email address'. He then said changing my email address would cause everything to restart, so it was still a "break even" call. But an hour later, I had my appointment.
 

crew7809

Member
Joined
Dec 13, 2016
Location
Maryland
TDI
14 Passat
Maybe you guys are doing something wrong...took me 15 business days to go from creating an account on the VW portal to being able to schedule an appointment.
Yes several THOUSAND of us are doing something wrong? Really that is what you think? Oh and not to forget this link file:///C:/Users/009749/Downloads/First-Report-of-Independent-Claims-Supervisor%20(1).pdf from the company hired to handle this stating the FACT that VW is behind in processing claims.
 
Last edited:
M

McCarthy

Guest
Same here... the company doing the customer ""service"" has no clue. Just got an email update. When I logged in, there was no text behind the word "Resolution", no details what was wrong or what I had to do.

Spent a long time with their ****ty phone system which must have been changed. This time I was stuck in a hell hole of useless announcements and had to start over.

Then I finally got another female on the other end with the IQ of room temp.

VW, I'm so done with you.
 
Top