New VW GTE-1000 miles and now 1 month off the road

AskJarv

Short story: My new VW GTE broken down towards the end of Feb and, despite it being with VW specialists for over a month now they can't confirm when I'll get my car back. It's new, done just over 1000 miles, and I feel like I'm just getting mucked around by VW who, whilst kind enough to supply me with a hire car, don't seem to be able to resolve the fault in anything approach a timely manner - am I within my rights to reject the car if they can't fix it in a reasonable timeframe (1 month)?

Longer story:
I bought a brand new VW GTE hybrid car back at the end of September last year and, after spending much of the last few months of 2017 out of the country managed a mere 1000 miles before the car came up with a red engine warning light indicating a fault with the car that meant I couldn't carry on driving it.

Since it was under warranty I call the VW breakdown service who identified that it had to go back to VW at a specialist repair center in Milton Keynes and they arranged a hire car for me to get back home (this was Friday 23rd Feb 2018). I get home but, having heard nothing on the Sunday, return the hire car (which I was told was on a 48 hire from Enterprise) and reach out to VW who can't confirm what's happening with my car. I try again on Monday to get more info (accepting the weekend could be an issue), but don't hear anything. I try again on Tuesday and am given the number for the Milton Keynes garage but despite 4 or so calls never manage to get through so reach out to my dealer who sold the car. They chase up on my behalf, apologize, and explain that they were informed that I was back on the road again (presumably because they got the message that I returned the hire car! I get a call on Wednesday saying sorry, we have the car, it'll be looked at, asking if I need a hire car again, etc. I say I'm traveling out of the country for a week, so don't bother with the hire car, but I look forward to getting my car back/an update when I return.

Returning back, I pick up a hire car they confirm the fault as an insulation issue with the hybrid HV lithium battery, etc. and that the car might be with them for a further two weeks (confirmed via SMS). I accept this although I did raise my concern at the time that it seemed like a long time to resolve a fault and, whilst I understand it was new technology and a new car, it wasn't very reassuring that they can't turn around a fault in less than three weeks.

After this time has elapsed, with weekly updates from VW, they still seem uncertain when the car will be back with me. I wrote to my dealership asking for a fix or resolution to be put in place within the week and am nearing this deadline but the feedback so far, despite now telling this story to about a half-dozen VW staff members, is that it's likely outside of their hands (since it's with the VW Milton Keynes team, the tech is too specialist for the local dealer to resolve, etc).

I'm honestly a bit sick of the whole thing - and worry that even if I get my car back if it breaks down again it could easily go through the the same process again and am massively put off accepting back the GTE or indeed having another hybrid vehicle from VW but I'm not sure of my options (car was bought on VW Finance's Solution Plan)?

neilmcl

Your statutory rights state that they have one attempt at a repair and this should be done within a reasonable period, so yes you do have the option to reject the vehicle should you wish. Be advised though that since it's been over 30 days since you've owned the car the dealer can deduct an amount to take into account the usage you've had from it.

As the car is financed by VWFS then you need to also speak to them.

daveyjp

We have just waited 8 weeks for a car to be returned from Mercedes for a far simpler warranty job.

I'm afraid once they have your money everything is done on their terms and they really don't give a fig about customer care.

Keep trying for a resolution and get some form of compensation such as a free service, but until they know they can fix it they won't move quickly. Just keep any courtesy car offered.

There are also problems with other German manufacturers and hybrids. BMW have suspended production and there is suspicion Mercedes have done so too due to the new mpg testing regime.

If you want a hybrid buy a Toyota.