VW’s Scheduling Service Grinds My Gears
December 7, 2007 – 10:57 am by Matt Radel
Filed under Car Care, Rants, Volkswagen Golf
A recent change in service dealerships has shed the light on just how bad my past service experiences have been.
I get my Golf serviced at the dealer. I pay a premium not only for the piece of mind of having certified VW mechanics work on my lovely, but for the entire well oiled experience. I want to know upfront exactly what work will be performed on my car, and I want to know how much it will cost - especially if I have the foresight to make an appointment for regular maintenance.
My normal dealer uses the Volkswagen scheduling service instead of directly taking calls in house. Each time I call for an oil change I have to wait on hold for a few minutes, then I have to wait longer for the person to verify all my information, and even longer for them to check the dealer’s service schedule to find out when I can be fit in. Then I tell them about any additional things I’d like to have checked. And then, foolishly, I ask how much my service will cost. I always get the same answer - “The customer service representative at the dealer will be able to tell you that when you arrive.”
Okay, that’s all well and good. I can sort of accept that, given that labor charges seem to vary from dealer to dealer. What I can’t accept is that fact that when I get there, the service person has very little idea why I’m there, let alone any of the additional comments I gave to the person at the scheduling service. I then have to waste more time rehashing everything to them, during which they verify my information and make sure that they can perform the service.
I’ve dealt with this for years, until I was forced to take my car to another dealer (Fairfield Volkswagen, which I hope to give full props to in another post) due to starting problems. I was blown away when I was actually able to speak to a person…at the dealer. I explained my issues, and they suggested that we start with the recommended 60k service that my car was due for. They even knew that the service required an engine scan, which would bring up any problems they would expect to find. Then I asked the kicker - how much the service would cost. I was blown away when the woman on the other end was actually able to tell me…to the penny.
The work Fairfield VW did was exceptional. They found a number of problems with the car (including a bad alternator - ouch) and I got a big repair bill. But the way they handled my initial call followed by constant communication from the service manager (in addition to a incredibly detailed work report) made me feel the best I’ve ever felt about spending money on car maintenance. My experience was light years ahead of what I was used to.
My advice? If your dealer uses the official VW scheduling service, find a new dealer. If you’ve been dealing with it, chances are you know what I’m talking about. Just know that things can be better.
VW’s Scheduling Service Grinds My Gears
December 7, 2007 – 10:57 am by Matt Radel
Ugh — sounds horrible. Luckily, of the three dealerships I’ve dealt with, I’ve never had one that uses that service.
No offense dude, but you’re kidding yourself if you think that a “VW certified tech” is the best person to work on your VW. VW is well known for it’s poorly trained and poorly paid techs, which guarantees that the techs who are good will quickly jump ship to an independent shop… which is exactly what you should do.
Of course there are the occasional exceptions, but that’s the general rule. Unless you’re car’s in warranty, you shouldn’t darken the dealership’s door.
This is for Tad. I have been borrowing a VW TDI Beetle, in exchange for covering the cost of a few repairs on the car and have so far been unimpressed with the Northland Dealership service. I’m thinking of buying one of the clean diesel cars that will be coming out, but what is hanging me up, is where to get good service. Which VW dealership is the best one to deal with in the Cincinnati area and who can you recommend as a good independent shop that works on diesel cars (VWs).
I feel the same way about the service in Maryland. My mother has also been to hell and back with a VW Passant. The dealership on York Rd has been a complete disaster. They have been nothing but get overs. I also agree with the other customer about the warranty, if you do’t have one do not darken the door of the dealership. If you do have a warranty will they really honor it. So far they have not. The service is definitely subpar. No one is ever able find what is wrong with the cars. The VW certified techs are not the best people to work on your car. You ar kidding yourself if you think that.