VW Customer Care is a complete Joke
So, my 2012 Jetta TDI is now just out of Warranty, except the 10yr/120K coverage on the known poorly designed HPFP. I do a fuel filter change early 15K from the last dealer change... and I find metal particles of course!
Knowing this is an issue, and the extended warranty, I assume the path is document my findings, high resolution digital pictures, printed for the dealer, and a pristine white rag turned grey with metal filings, and the old filter delivered for their inspection (I even provided the VCDS diagnostic print out). THEY still want a $110 diagnostic fee, I object as this SHOULD be a warranty item.
So assuming it is OBVIOUS that metal in the fuel system is NOT normal, and it has to be a HPFP in early stages of eventual failure, and it being GOOD for VW to get it BEFORE catastrophic failure and a roadside disabled car with extensive fuel system contamination.. I assume it will get replaced under warranty, as I have under 45K miles.
NOPE, it seems the Dealer did try to get VW to agree to replace the HPFP pump, but they denied the authorization for the dealer to do this work. Since I did the filter change, amazingly about 100 miles and one day later, there is no MORE evidence of metal particles.. OBVIOUSLY. The service writer I do think really tried, but gave me VW Customer care.. so I called and VENTED.
They are officially useless. I explained the situation and was basically told, the customer is not to be trusted, because I did the filter change and cleaned up the metal particles, the dealer could not find any more, and thus they could not replace the pump.... So officially it is VW policy to ignore the metal filings, even try some BS that the could come from fill ups, or other contamination (BS, I have a Diesel truck, fueled at same stations, even more varied, with longer service time, MORE fuel, and even a late filter change on it, NO METAL particles at nearly 30K miles. METAL IS NOT NORMAL, some sediment is, and I did see that in the truck, but no METAL flakes.
This will almost certainly be my LAST VW vehicle I ever buy new, this is absurd, but to be fair I had a GM Truck Lemon, and a Dodge Truck Lemon, so I guess I have all kinds of luck with vehicles, perhaps why I have little patience left on these kind of things.