Well...I had a new car

[JAYFARMLAW]

I picked up my 13 Passat tdi on September 27. Tungsten silver, Black interior, Roof, Nav, DSC..exactly the car I wanted. Fowler VW got the car from Lewisville for just a little more than I wanted to pay. When we picked it up, It ran and drove like a new car should, but I did not check the heater...it was 80 degrees. A few days later it was in the high 40's so I switched the heater on. Hot air would only blow out of the far left vent.

I took it in the next week and it took them 3 days to diagnose the problem. Apparently, the factory put in parts from the dual zone system in my car. The heater box was the wrong one, or it was not working. They supposedly "Red Ordered" the part. It has now been two weeks, they are still waiting on parts. The dash is completely torn ot of the car.

They have me in a nice CC loaner car, but it is not my TDI. Is a two week plus wait on parts normal? They say it could still be another week before I get it back...if the parts come in.

I have now made the first payment on a car that is in the shop and It does not apear that Fowler is making this a priority. These cars are built in Tennessee, It shouldnt take 2 weeks to get something from Tennessee...right?

Am I getting a line of BS or are VW parts that hard to come by?

Thanks in advance for your response.

Jay

 

[GAZNRN]

Bummer...I am going to test my heat/venting tomorrow. Hope it all works out ASAP

 

[Scoutx]

I have now made the first payment on a car that is in the shop and It does not apear that Fowler is making this a priority. These cars are built in Tennessee, It shouldnt take 2 weeks to get something from Tennessee...right?

Am I getting a line of BS or are VW parts that hard to come by?

Thanks in advance for your response.

Jay

Actually....it wouldn't surprise me. I'm sure a heater box probably isn't a commonly stocked item, and knowing the way things work it's probably being shipped out of Germany, rather than them simply pulling one from the line in TN.

One does have to wonder how many others got the wrong heat box installed...

Maybe you can have them simply finish installing the dual zone contol?

 

[leicaman]

I would WHINE to VWoA about the fact that you've JUST made the first payment and you do not have the vehicle at your disposal. Perhaps they will chip in and pay for that payment for the inconvenience. It is certainly worth expending the phone call. I would do it as I love to complain, particularly when I am right.

 

[Ol'Rattler]

Nah. Just tell them you will hold on to the CC until your car is absolutely perfect. Give them a chance to set things right............

 

[gearguywb]

I would be upset as well. Of course if they keep it long enough you could end up with a new car under the lemmon law.

I would enjoy the CC while you have it!

 

[jgeorge]

I just hope the technician was really paying attention as to how he disassembled the dash. 3 weeks torn apart, and how many previous 13 passat dash re&re's has the dealer done? Sometimes it pays to take pics when dealing with the unfamiliar. Fingers crossed.

 

[Jake_S]

On any new model non-standard parts can take longer than expected to arrive. The main cause is the supply chain is not fully spun up and the suppliers are focused on meeting productions requirements only.
Jake

 

[jni3]

I would totally take advantage of the loaner and make some serious road trips.

 

[DasKar]

You can only hope that the tech remembers how to put it back together correctly and that you don't end up having lots of extra rattles.

Keep a log of everything, every day, and don't return the keys for the loaner car until you test drive your new car to check that the heater is working and you have not ended up with extra rattles !

If you have a problem, tell the service manager you will not except the car until its repaired correctly. Tell him the problems and have it written on a service order and leave in the loaner car.

 

[Steve-o]

I would totally take advantage of the loaner and make some serious road trips.

Yeah, except he's not getting TDI fuel mileage on a CC...

 

[DasKar]

Jay,

Whats the latest news on your new VW ? Is it repaired yet.

 

[JAYFARMLAW]

Still waiting, going on 3 weeks. VW sent me a survey Friday and I called them everything but Christians (exaggeration, I was firm and let them know I was mad and expected them to make this right) hopefully part will be here Monday from Argentina. I have no idea why the part could not come from Chatanooga where they are built. Don't get me wrong, I loved my car, and will again, but VW service is the worst I have ever seen. About wal-mart level.....

 

[snakeye]

Still waiting, going on 3 weeks. VW sent me a survey Friday and I called them everything but Christians (exaggeration, I was firm and let them know I was mad and expected them to make this right) hopefully part will be here Monday from Argentina. I have no idea why the part could not come from Chatanooga where they are built. Don't get me wrong, I loved my car, and will again, but VW service is the worst I have ever seen. About wal-mart level.....

If Walmart sold you a Jetta they would exchange it without a receipt. Just sayin'...

 

[DasKar]

Have you written letters to VW of America yet.

I had a problem with a new car years ago and wrote to the company making sure all the different departments got copies.

Two weeks later I received a nice phone call telling me that I would have a loaner until the parts arrived and that my first major service would be performed on my vehicle at no charge to me.

Just a suggestion; be nice but firm when you write ............................

 

[bmatt]

I had similar issues with a dealership and called VWOA and got $500.

 

[Slilock]

The factory never installed the driver's side footwell lighting, however the passenger had it. Weird.

 

[JAYFARMLAW]

Well, now they say Friday before the part comes in. VW is trying to make it right but no one can give me an explanation why they wouldnt pull a part off of the line in Tennessee and overnight it. I could understand had the car left the dealership fine and broke with several thousand mile on it...but this car was wrong from the factory. The dealership supposedly "Red Ordered" it whch to me meant pulling it off of the line...then they said they dont do that. It is pretty clear that VW could care less about you AFTER you buy the car. Once they have the check, everything goes on their schedule after that.

 

[mrrhtuner]

Well, now they say Friday before the part comes in. VW is trying to make it right but no one can give me an explanation why they wouldnt pull a part off of the line in Tennessee and overnight it. I could understand had the car left the dealership fine and broke with several thousand mile on it...but this car was wrong from the factory. The dealership supposedly "Red Ordered" it whch to me meant pulling it off of the line...then they said they dont do that. It is pretty clear that VW could care less about you AFTER you buy the car. Once they have the check, everything goes on their schedule after that.

And what is new? That's how ALL corporations/firms/companies work. They love you and help you so much before you purchase. When you make your first purchase, you are #2 to them as they have you locked in for your lease/payments.

That's buisness, the end user gets the shaft. But hey, if you can't beat them....join them!

 

[kjclow]

I've had issues with new chevys and fords in the past. There was something wrong from assembly and the part had to expidited. The problem is that the service garage has to go through the parts counter and parts warehouse. The parts warehouse only stocks products for resale and does not stock parts for production. There is essentially no way to order a part off the assembly line. Easiest way to look at is like trying to get milk out of your orange juice carton. yes, it is that difficult to pull things off the assembly line.

 

[DieselZappa]

Red order takes 7-10 business days no matter where it comes from...unless the part is on backorder from the vendor. The parts manager @ the dealership can find out if this is the case. Give him a call...

 

[Pat Dolan]

I've had issues with new chevys and fords in the past. There was something wrong from assembly and the part had to expidited. The problem is that the service garage has to go through the parts counter and parts warehouse. The parts warehouse only stocks products for resale and does not stock parts for production. There is essentially no way to order a part off the assembly line. Easiest way to look at is like trying to get milk out of your orange juice carton. yes, it is that difficult to pull things off the assembly line.

This is exactly the case. Production has very, VERY little to do with the sales and parts organizations. The dealer DID give the OP a CC to drive, but VWOA could step outside of the box and make the TDI whole sooner, but their attitude is probably "why, he has our CC".

The concern about the tech getting it back together right is legitimate, though. I never let my cars go anywhere near a dealer or any shop except for body work, but when Mamma's Jetta had a window regulator goodwill recall, I let it go to the dealer (I was away, and assumed they were doing hundreds of them) - only once!!!!! I had to pull it apart because the pax side regulator fasteners were not tightened and it eventually fell loose. When I got inside, I found a hack job beyond belief. I took the drive side apart and it was an even bigger mess (broken plastic bits). NEVER again will I be so foolish and lazy.

 

[DubFamily]

OP - Call VWoA and tell them since you haven't had your car for almost a month now you want VW to pay the loan payment for 1 month. You may have to fight with them a little but they'll do it.

It doesn't get your car back any sooner but an extra $500 ish in pocket always does feel good, right?

 

[kjclow]

Sounds like the OP may be approaching lemon law limits. Might want to suggest that and see if that puts more steam behind the repair.

 

[zukikat]

If Walmart sold you a Jetta they would exchange it without a receipt. Just sayin'...

^^^^ +1!

No telling how well the service tech can/will do the assembly line's job so...

On a vehicle that new and for that much money I'd request an exchange/replacement for another identical one instead and make sure the heater (and EVERYTHING else) works properly before driving it off the lot...

 

[mlemorie]

Really that is something that should have been caught during the PDI, so shame on the inspecting tech there. Red orders are funny though, sometimes they come through pretty quick, other times not so much. I want to say that red orders have to come from germany though. So you are probably waiting on the same supplier that tennesee is. The problem with pulling parts off the line, especially on NEW models in high demand (like the passat) is that there is then a car on the line now waiting for that very part, and that can cause some issues in an assembly line setup. The domestics dont give a squat though, I did some PDIs on routans that were missing pieces. One of them even had an IOU note in place of the missing part. UAW quality control I suppose.

 

[firehawk618]

I'd pull the lemon law myself after the appropriate conditions are met.

Reason is, how much do you want to be that tech will have left over screws? Also it's very possible your dash will squeak, rattle, creak etc.

I wouldn't accept a brand new car back if they had to pull the dashboard out.

I'd much more comfortable with them pulling the whole engine out vs. the dashbaord.

Hope all goes well.

 

[JAYFARMLAW]

Here is the update- I was in Denver for the week and VWOA called and said my car would be ready Tuesday. I would not return until Friday so I told them I would pick it up then. I called today and was told...the part that was sent in earlier this week was wrong....the part should be in today. Well, the part that arrived today was wrong as well. VWOA said that I should go to the dealer and pick out a new Passat TDI....finally...a resolution. I am hesitant to stay with VW (love the car, hate the company) but all I want is a car (as opposed to a loaner) at this point.

We arrive and are met by our salesman. He had pulled a similar SE car around, but it was not the color or options as my car. I tell them I would like to upgrade to a SEL for the nightmare this has been. My salesman comes back and says he will give me $23,000 for my car and I will need to come up with the difference. They want me to come up with 6k for a SEL or 2k to 4k for the same car I had. I drove this car for 3 days before reporting the problem.....

I'm so frustrated I cant stand it...

I left them with: upgrade my car to an SEL and I will stay with VW, refund my money and I will go to a Subaru Outback, or pay me the difference between the $29,5 I paid and the 23k they say my car is worth, they can fix my car in the next 30 days, and extend my warranty to 100k.

If anyone has any contact information with someone that can make this right, or at least the one person that can make the decision instead of continually going up the ladder, I would appreciate it.

Thanks,

Jay

 

[Volkstraktor]

I know it's a real hassle, but stick to your guns. Complete replacement on VW's dime.
VW, not the stealer, is on the hook for a unit wrong off the line. Demand a face-to-face
with the VW corporate rep. - Polite but INSISTENT. Good Luck to you.

 

[mgibby363]

I know it's a real hassle, but stick to your guns. Complete replacement on VW's dime.
VW, not the stealer, is on the hook for a unit wrong off the line. Demand a face-to-face
with the VW corporate rep. - Polite but INSISTENT. Good Luck to you.

I agree. Cut the dealer out and go to VWoA. I used to sell for Chrysler and when someone from corp says do it, they will.

Also, agree with polite but insistent. Stick to your guns and don't back down. Don't be afraid to take this to the media either, local tv stations eat these stories up! You're being screwed and other customers deserve to know about it!