VW car servicing

coddler

I have a 2 year old VW Golf which was due it's 2nd service (20,000 miles). I phoned round dealerships to find the best price as they all price differently. They all said that it was a major service during which oil and pollen filters are changed along with a 34 point check. I chose the cheapest 30 miles from me, at a VW dealership which has traded for more than 20 years and is a reputable firm. Once home, after getting my car back, I noticed on the paperwork, that the pollen filter had not been changed. I phoned them to be told that it does not now get changed til the car has done 40,000 miles and that the mechanic who carried out the service was correct in his actions. I did not believe this and contacted VW UK who confirmed the pollen filter is part of the 2nd service and that they had been in contact with the dealership to tell them that. The dealership has contacted me with an apology and has offered to have the car in again to change the pollen filter, and that they shall pay me for my fuel cost to travel the 30 miles again. I am waiting on a call from a manager to discuss the matter further.

Question - what do I deserve for my inconvenience ?

I am aware that I will not be the only customer who this has happened to and intend to broadcast this once I have my issue sorted.

motorguy

coddler wrote: »

I have a 2 year old VW Golf which was due it's 2nd service (20,000 miles). I phoned round dealerships to find the best price as they all price differently. They all said that it was a major service during which oil and pollen filters are changed along with a 34 point check. I chose the cheapest 30 miles from me, at a VW dealership which has traded for more than 20 years and is a reputable firm. Once home, after getting my car back, I noticed on the paperwork, that the pollen filter had not been changed. I phoned them to be told that it does not now get changed til the car has done 40,000 miles and that the mechanic who carried out the service was correct in his actions. I did not believe this and contacted VW UK who confirmed the pollen filter is part of the 2nd service and that they had been in contact with the dealership to tell them that. The dealership has contacted me with an apology and has offered to have the car in again to change the pollen filter, and that they shall pay me for my fuel cost to travel the 30 miles again. I am waiting on a call from a manager to discuss the matter further.

Question - what do I deserve for my inconvenience ?

I am aware that I will not be the only customer who this has happened to and intend to broadcast this once I have my issue sorted.

I think you deserve to have the pollen filter changed.

They're also paying for your fuel, no doubt you will get coffee and biscuits while you wait, your car will be washed and no doubt a grovelling apology from the service manager for what seems to have been an oversight on their part, or a simply mistake at worst.

Are you really expecting com-pen-say-shun as well?

coddler

I am only looking for opinions. Yes it is a posh garage with refreshments and bics, car wash etc. It took a couple of weeks for VW UK to get back to me and tell them of their mistake.

motorguy

coddler wrote: »

I am only looking for opinions. Yes it is a posh garage with refreshments and bics, car wash etc. It took a couple of weeks for VW UK to get back to me and tell them of their mistake.

TBH its not the end of anyones world that it wasnt changed. I'd probably leave it until i had reason to be over that particular direction.

Yes, theres the inconvenience but it does sound like a genuine mis-communication / mistake between VW and their dealer network so not like negligence or blind stupidity.

You could attempt to make a big(ger) thing about it but i think you'd come across as a bit of a !!!!.

DUTR

coddler wrote: »

I am only looking for opinions. Yes it is a posh garage with refreshments and bics, car wash etc. It took a couple of weeks for VW UK to get back to me and tell them of their mistake.

Not sure how you fathom cheapest, I don't think I've had my pollen filter changed or not that I've paid for.
Travelling 30 miles each way is more than just petrol ….it's time, They'll probably give you a free cup holder or something.

coddler

Got the tip of phoning round dealerships for servicing from this site. Within 30 mile radius and 6 dealerships, top price was £119 more expensive than the lowest. 2 came in £30 dearer than the lowest.

1886

I was a Service Advisor at VW. How about they collect and return the car for you and change the filter for free whilst covering the fuel cost?

I think I would be happy with that

coddler

Thanks for that. I have already paid for the change of filter as part of my bill. Even on the morning of the service they said that filter would be changed.

fred990

Go buy one and fit it! Find your local TPS and stock up. It takes minutes to do and they're about £8 I think. The non-charcoal ones are cheaper.
Alternatively go down the bangernomics route and tap it whilst it's upside down and hoover the crud out!
Men went to the moon and back 50 years ago!

giraffe69

Seems to me that there are some very unreasonable comments on this thread. OP paid for a service which included the filter change. It didn't happen and he was then told, incorrectly, that it wasn't part of the service. He had to involve VW and get the garage to do the job they should have done in the first place.
I would expect them to pick the car up on a day convenient to me, to fit the filter (already paid for) and deliver it back to me with a refund at least equivalent to the fuel used. You'd like to think that the garage might add something by way of apology for the inconvenience but I wouldn't man the barricades over it. If they didn't I simply would not go near them again.

tonyh66

I wouldn't want some grunt from a garage picking my car up and ragging it on a 60 mile round trip just to change a filter.
How about they get someone to drive out to you and change the filter there and then, its a 5 minute job.