I have had long conversations regarding customer service over the last 6 months & may be able to help here. I had to resist posting any information till this point as I was prepared to go legal if they didn't sort it... it did get finished this week so read on.
I ordered my brand new 3.0 Altitude fro Ventura Park Sutton Coldfield. Salesman was great & he did a good job, however within a week I found a few issues that needed to be sorted. 20" Ayers rock wheels had a crap finish & you could see all the "cut" marks as the wheels had been spun. Four wheel alignment was out causing scrubbing & pulling to the left, offset steering wheel & the n/s/f door was poorly aligned. I reported this to the warranty guy who smiled, muttered that he would contact VW etc & then did nothing for a month.
I chased them & received a letter back stating that they couldn't get the door any better & if they attempted to it may leak & that the wheels were in tolerance etc etc blah blah. :evil: :evil:
Not happy, I went to see the service manager who shouted at me to go away as I had reached the end of the line & no more could be done.
Unsurprisingly I wrote a letter to the DP stating my issues ... 3 pages of A4 explanation.... & he wrote a letter back saying .....go away no more can be done!
Now I am really "focused".... letter to VW, no response... another letter to VW... ahhh now they are listening
To cut the story short... Birmingham VW have now adjusted my door, put 4 new Ayers rock wheels on the car (even though I had curbed all 4 of them in the 6000 miles it took to sort this out), 4 wheel alignment etc etc. All done under warranty & 50% towards the now very edged front tyres 8) 8)
Now.... what I found out along the way was.... when the Treg was launched it only went into certain dealers.... who were luxury car dealers and they had to provide courtesy cars of equal status & a dedicated luxury car engineer.
VW later decided to lower the bar & a lot more dealers could sell Tregs without the dedicated member of staff in the workshop etc etc. I unknowingly purchased the car from a regular dealer- not a luxury car dealer :evil: Who--- once had had my money couldn't give a toss!
Birmingham VW have been very good & sorted my issues out. The DP gave me he mobile number & said "call me if you get any more problems". VW once activated have been calling me on a weekly basis with progress reports (one wheel was damaged for new & had to be back ordered) and the twice it has been in I have been given a 2.5 SE Treg on the first instance & a 3.0 Phaeton on the next 8) 8) Very good by the way but I am not old enough to have one yet.
VW luxury car number is 0800 0322278 & the Treg is STILL a VW luxury car!
Moral of this is.... find out if your dealer is a "proper" Treg dealer before you buy.
Ventura park in Sutton & Tamworth will not be on my Christmas card list.
If I buy another VW it will be from Birmingham VW Nuff said
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If anyone want's to read the full letter of complaint (which is very good if I do say so myself) & the disgustingly dreadful response that Ventura park gave me back is welcome to. PM me & I will send.
Mal