VW will not cover water in headlight.....

[jrm]

What do you guys think? I think they should let me show up to the lot with tools and swap my light for one in a 2015 since its completely normal right?



Hi,
The picture I supplied was taken after 90 minutes of drive time, it doesn't clear. So, since it sounds like I must purchase a new light for my new car out of pocket can i at least get it at wholesale pricing?
Thanks, Joe

From: VWoA Customer CARE [
Sent: Thursday, December 18, 2014 2:14 PM
To:
Subject: Volkswagen Customer CARE *********

Reference # ******
Dear Mr. ******
Thank you for your patience while I reviewed your case. I regret I was unable to reach you by phone to provide your update.
I spoke with the Service Manager, ***** regarding your headlight concerns. He advised the condensation is a normal characteristic of the vehicle and it will clear up in less than 30 minutes, usually around 15.
The dealership referenced a technical service bulletin (TSB) from Volkswagen that describes this concern as a result of humidity and climatic conditions. This does not impact the functionality or durability of the component and there is no repair that can take place. I understand your concern and I appreciate you taking your time to have us review this for you.
If you have any questions, feel welcome to e-mail me back and I’d be happy to help.
Best Wishes,
*******.
Region Case Manager

 

[Rico567]

Let us know how that works out for you.

 

[nord]

Let's see... You purchased an expensive car. Perhaps not an exotic, but expensive all the same. I assume you haven't been playing submarine, so that's sort of out. I see no evidence of damage, nor do I detect that you've drilled holes in the lens for better ventilation.

All of which leads me to believe that just maybe there's a problem. Despite what your dealer or anyone else may say, you have a major breach in the seal of your headlamp unit. This is not mere condensation and any fool should be well able to see the fact.

Allow me a little side trip please. My son purchased a new truck back in the mid 90's. He began to notice that it really hadn't much interest in stopping when the brakes were applied and back it went to the dealer... And back... And back. Finally I got involved and the service manager had the nerve to tell me that the truck stopped just fine when the brakes were cold. He obviously believed that his answer was final.

I'm not easily pushed to where I lose my temper. Luckily the owner of the dealership was there just as I was about to come across the counter after this idiot. The end result was that I explained to both owner and manager the meaning of a bumper to bumper warranty. I suggested two things. First was that they could bolt a new truck between the bumpers. Second option was starting to replace parts from either end of the brake system. Brake pedal outward or brake assemblies inward. The service manager was instructed to go out on the lot and immediately use a new vehicle to obtain whatever was need to repair our vehicle.

I would think that you might just be owed the same courtesy. This kind of problem, unless there are details you omitted, is totally unacceptable. One word of advice... Go up the food chain to VoA District level. Get a name and a number, be polite, and insist that your problem be reviewed with an eye toward your satisfaction.

 

[Spyke]

Is both headlight doing the same thing or just the passenger side?

 

[Windex]

Absolute rubbish.

If there is water in the headlight, then it is not sealed properly - no two ways about it.

As a licensed tech, if you brought that vehicle to me for a (mandated here) safety inspection, I would fail the car - the condensation affects light output and beam pattern. that lamp would not pass.

Bull****.

 

[Matt927]

Reach out to a VWOA Executive Communications employee.

248 754-5000

Tell the operator you need to escalate a case.

 

[ymz]

Perhaps you should mention that you may report this to the NHTSA as a likely design flaw...

Y.

 

[Dr. Raoul Duke]

What a totally unacceptable answer

DO NOT ACCEPT THAT ANSWER. I love when people in the service industry assault my intelligence with a stupid answer. Answers like that deserve no civility on your part when you reply. As an aside 4 of us once went to an Outback Steakhouse and ordered a round of alcoholic drinks - when they arrived the glasses they were in probably had come out of the dishwasher about 2 seconds before they were poured. When I mentioned to our wait person that our glassed were HOT here inane reply was "We always serve our drinks in hot glasses" whereupon I felt duty bound to tell her.....WELL YOU ALWAYS SERVE THEM WRONG THEN!!!! This service moron deserves at the very least that stern a rebuke for his inane answer to a very obvious problem.
I just might have to see if I can fit in that BMW 328D after all.
Regards,
Dr. Raoul Duke
"The Man Who Shot Liberty Valance"

 

[mtbsteve]

Let's see... You purchased an expensive car. Perhaps not an exotic, but expensive all the same. I assume you haven't been playing submarine, so that's sort of out. I see no evidence of damage, nor do I detect that you've drilled holes in the lens for better ventilation.
All of which leads me to believe that just maybe there's a problem. Despite what your dealer or anyone else may say, you have a major breach in the seal of your headlamp unit. This is not mere condensation and any fool should be well able to see the fact.
Allow me a little side trip please. My son purchased a new truck back in the mid 90's. He began to notice that it really hadn't much interest in stopping when the brakes were applied and back it went to the dealer... And back... And back. Finally I got involved and the service manager had the nerve to tell me that the truck stopped just fine when the brakes were cold. He obviously believed that his answer was final.
I'm not easily pushed to where I lose my temper. Luckily the owner of the dealership was there just as I was about to come across the counter after this idiot. The end result was that I explained to both owner and manager the meaning of a bumper to bumper warranty. I suggested two things. First was that they could bolt a new truck between the bumpers. Second option was starting to replace parts from either end of the brake system. Brake pedal outward or brake assemblies inward. The service manager was instructed to go out on the lot and immediately use a new vehicle to obtain whatever was need to repair our vehicle.
I would think that you might just be owed the same courtesy. This kind of problem, unless there are details you omitted, is totally unacceptable. One word of advice... Go up the food chain to VoA District level. Get a name and a number, be polite, and insist that your problem be reviewed with an eye toward your satisfaction.

Exactly. Just like customer service in most industries, you have to be willing to fight a bit and keep escalating to those who can help. VW is no different. My experience has been that the dealership employees local to me are trained by lawyers not to say anything that could potentially cost them or VW any time or money, unless you are willing to give your $ to them to fix something they should cover.

 

[showdown 42]

car has bumper to bumper coverage for 3yrs and 36k miles. Is yours still with in those limits? If so get this escallated to regional office. VOA is usually pretty good doing the right thing if car is within their warranty limits or close to it. I hate it when you have to fight for what is obvious.

 

[tdireader]

^^^^ Seconded
Fight on. Cloudy headlights are not normal.

Ask the service manager to take a walk on the lot and show you if more than half the new Passats have the same issue. If not, it is not normal. Or even take a picture of all the headlights and do a youtube video w/ the refusal and all the pictures.

I've come to believe that much of this is labor a issue.

My local dealership seems to want to have the service manager look at all warranty repairs and come back with "that is probably not going to covered".

I was low on power steering fluid three times (B5.5) and could not get the reservoir replaced. However, an out of state dealership replaced it on the first trip.

I've had two rust claims covered by another dealership but it took the body shop manager four weeks to get approval for each claim.

My guess is that by setting up a slow claims/complicated processes, VW gets the dealerships to not want to deal with the paper work involved.

Add in lower bill rates for warranty repairs and you get many rejections.

 

[tdiatlast]

DO NOT BUY a new headlight and expect reimbursement. That'll never happen. I wouldn't even buy it from VWoA wholesale.
Be patient, but persistent.

 

[VernK]

Have you ever had a bulb replaced on that side? Could be just the bulb holder seal is out of position.

But I think the dealer should be a bit more responsive, regardless of why its happening.

Yours
Vern

 

[White Passat]

Read the VW service bulletin after taking my 2013 in with similar issues. VW says this is within acceptable limits.

 

[SilverGhost]

Customer care doesn't see the car and only goes on what the dealer told them. It sounds like the dealer is the problem here. We replace headlamps now and then, under warranty, for problems like that. And there is a difference between a leak and normal condensation. We would have done a quick inspection for outside influence then most likely replaced the headlamp.

Either fight this further up the corporate chain or find a dealer that cares.

Jason

 

[Dirtracr95]

OP are you under 36k miles? If not your SOL. Its ridiculous to expect vw to pay for something they are not obligated to. If you are still in your warranty period then read the tsb word for word and point out where your car exceeds the limits mentioned in the tsb. If the tsb says it will clear in 30 minutes thats a hard number.

 

[Windex]

Simple questions:

Why does this not happen to the taillights as well (if "normal")
why doesn't it happen to every Passat?
Why didn't it happen to my previous passats?
How is the moisture getting into the lamp? if it is normal for moisture to get into the lamp, why is there sealant between the back housing and the lens?

If they stay stupid and ignore the above questions, I would get in touch with local law enforcement and ask them their opinion on moisture changing the lighting pattern in a headlamp.

If all of the above fails, I would engage in a campaign on social media and inform VW that will be the case if the issue remains unaddressed.

If you are no longer under warranty, then the only avenue I can see is rallying others behind your cause and reporting the issue the the NHSTA.

 

[tyrntlzrdking]

Simple questions:

Why does this not happen to the taillights as well (if "normal")
why doesn't it happen to every Passat?
Why didn't it happen to my previous passats?
How is the moisture getting into the lamp? if it is normal for moisture to get into the lamp, why is there sealant between the back housing and the lens?

If they stay stupid and ignore the above questions, I would get in touch with local law enforcement and ask them their opinion on moisture changing the lighting pattern in a headlamp.

If all of the above fails, I would engage in a campaign on social media and inform VW that will be the case if the issue remains unaddressed.

If you are no longer under warranty, then the only avenue I can see is rallying others behind your cause and reporting the issue the the NHSTA.

I am with you Windex! Ignore the fan boys. Easy to know what is right and what is wrong.

 

[jrm]

Thanks for the quick suggestions! It appears the reply that I included under the picture got their attention when I stated it doesn't clear after a 90 minute drive- they did state that the dealer is going to eat the repair bill as a good will- I replied back stating that the dealer should be 100% compensated by VWOA as it is not in any way the Dealers fault that the seal between the lens and the housing failed.
To answer some questions from page 1
>Car has 31K
>First noticed slight condensation on day 2 of ownership after its first wash & wax- shown to dealer a few days after and at every service with same " its normal" response
>No damage to light.
>Yes, I have been pulled over due to the light being dim and yellow
> When I drive in front of the wife and look back, it looks like complete crap
> It does clear up after weeks of rain free low humidity weather like july threw September only. And to the dealers credit every maintance was done on a pretty dry day, so it wasn't as severe as the picture is.
Wish me luck

 

[tdiatlast]

Great news. Keep us posted.
Sometimes, common sense prevails!

 

[BPofMD]

....but it never should have happened that way!!! I (here in Maryland) would have gone to an independant State Inspection Station and asked if it would pass State Inspection. Of course I know the answer to that..... or stop by the local Police Station and ask for an Vehicle Repair ticket and take that to the dealer in question.

 

[tdiatlast]

Let's help the OP move forward with this. Hope it's taken care of pronto!

 

[ymz]

I guess that VW is trying to target a new demographic: dentists... since it appears that to get anything repaired by them is akin to pulling teeth...

Yuri

 

[cevans]

I guess that VW is trying to target a new demographic: dentists... since it appears that to get anything repaired by them is akin to pulling teeth...

Yuri

haha.

You might be missing a the rubber cover on the back of the light.

Moisture like that is usually the result of poor ventilation rather than a broken seal. If the headlight can't breathe then the moisture will condense on the inside.

 

[Fav40]

I saw this once or twice on my 14', but less moisture than the OP. I've washed the car quite a bit, more often in winter. High pressure touchless CW / heavy downpours etc.

It did go away once I drove and, like I said, I've seen it a total of 2 times in 22k miles. Didn't care for it, but didn't see a pattern that concerned me.

See if it pops up often or sticks around, freezes etc. I wouldn't settle if I saw it often.

 

[tdiatlast]

OP: If/when your problem is resolved, AND you determine that VWoA paid for it, have the moderator change the thread title. It would also be good to know exactly how the moisture is getting into the housing.

There will doubtless be a few others with similar issue.

 

[jrm]

OP: If/when your problem is resolved, AND you determine that VWoA paid for it, have the moderator change the thread title. It would also be good to know exactly how the moisture is getting into the housing.

There will doubtless be a few others with similar issue.

Sounds good, and VW checked the rubber blub plugs last fall and all were firmly in place. Should know more Monday.

 

[jrm]

Problem found- Its been 3 years of having a dim headlight with many blown headlight bulbs and a few weeks back the side marker went out, followed directions from the other thread on how to replace the side maker, I Removed the inner fender access cover but couldn't find the rubber boot anywhere! Yup this is the problem all along Sad that 3-4 trips to VW only resulted in a argument about the fact that dim water filled headlights are completely normal for VW. Lets see if they give me the missing rubber boot for free or charge me for it.

 

[ymz]

Free? You must be new around these parts...

Yuri

 

[jrm]

Free? You must be new around these parts...

Yuri

I had water in the headlight when I pulled in the garage with 20 miles on the car