Edit - This topic is now LOCKED. There is no longer such thing as VW Luxury Aftersales Support Centre (which applied to the VW Phaeton and Touareg models only) after VW decided to pull the plug on dedicated and specially trained Luxury Vehicle Support, dedicated VW Luxury Vehicle dealerships and VW Touareg Master Technicians. Blame the credit crunch for the fact that these services no longer exist - the Phaeton was discontinued in the UK about 2015 and is now obsolete worldwide. Thankfully we still have the Touareg but is is now distributed and maintained at any standard VW dealership, hence product knowledge and expertise is unsurprisingly indifferent and limited by many of VW's sales and service advisors. Cass - Moderator.
May be something we should have pinned for reference.... (well those of us with Tregs)
Called these guys last week, and very prolite, professional and responsive.
If you look at my post about oil for a V10 you will guess that I have not had the same experience with VW Luxury Car Assistence, to who I was transferred after my initial enquiry about oil.
The staff I dealt with were ill-informed and frankly incompetent.. I thought that I didn't like BMW when I dealt with them but VW's standing with me is "lower than whale s**t"
And they haven't bothered to reply to my email!
Thought I'd share my (bad) experience of Luxury Aftersales Support Centre. My car and I are not outside of the UK though it was bought new when I was in the UK. Like many on this forum, my car ate tyres after less than 7000 miles. The first 2 poeple I spoke to at the Support Centre both told me to send in the tyre invoices and alignment report (whcih showed it as being out). After I submitted these and a welath of other papers they then told me that as the car was more than 6 months old a contribution to the tyre/aligment costs by VW would not be made. I then called the Support Centre and was told by one of its employee's that, to paraphrase 'as the car was out of the UK it would not qualify in any event'. I then asked him to explain this misleading statement (which of course he could not becuase it is a false statement) and he then argued for the next 15 mins how I was missing the point. I asked him to put this in writing (which of course he would not) and he then backtracked and said VW only make payments as 'a gesture of goodwill'. When I put my complaint in writing to the head of Luxury Support she replied to tell me the same - that tyre costs are only re-imbursed or contributed to if the alignment is shown to be out within the first 6 months of the car being bought and that the gesture by VW to do this is purely a gesture of goodwill.
My view is that VW contribute to the costs not as a gesture of goodwill but because the Touareg has a set-up problem causing unreasonable and premature tyre wear for which they are liable as manufacturer and God help them if anyone sues on the point and gets a fidning of fact for the same from a Court.
If anyone has be compensated for tyre wear outside of 6 months please do let me know as I am considering suing VW under the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1992 on this point.
All that aside, the level of service and the attitude and response of the Support Centre should not be said in the same breath as the word 'luxury'. People should know that spending a small fortune on a top-end car with VW does not guarantee an after-sales service to match. It's a pity an otherwise excellent car is ruined by a Support Centre who at worst deliberately mislead customers and who at best could not care about resolving an issue now that VW has banked the money for the car.
I spent ?24,000 on a used (13k miles) 52 plate TVR Tuscan, the car was bought from Stoke Audi, a few days after I took delivery, the cooling fans stopped working, I called the dealer and was basically 'fobbed off' with all manner of very poor excuses, I ended up writing letters and threatened to take legal action as the car was sold with a 3 month warranty etc, they didn't even reply to any of my letters and if I called I was put on hold and cut off after 10 minutes. I'd call and ask for the salesman and would be told that he was away on holiday, so I would wait 30 minutes and then call back saying I was someone else, the reply would be that he had just gone out on a test drive with a customer!!Their incompetence and deception was so bad that in the end I decided not to bother and gave up, I would never trust them with ANY car and will never use them again. I went to an independent TVR specialist and found that it was a common fault and cost just ?18 for a new sensor!!
It's a shame especially in the current economic climate that these people ( Inc VW) seem to forget that we pay their salaries and expect some sort of expertise when it comes to a product. Tregs are not cheap after in any way.
I found them to be usless, rang them about corroded center caps after dealer said they were out of manufacturer warranty, (inchcape harold wood), and wasnt willing to replace them. Lux care said its not a warranty fault its wear and tear ...... :shock:
on a 4x4
Any way they said they would call the dealer and the dealer would call me, to which i said they have already declined if your going to get them to phone me to tell me that again dont bother !!!........ that was over a week ago.
All for ?11 a cap ..... i have ordered 4 caps, how cheap can a dealer be ???? especialy as they will pay a heavily discounted price and i pay retail.
From a service perspective VW Inchape cant touch Sytner BMW in my area, if i didnt love the car so much i would gone back to BMW.
i passed this phone number, or the VW luxury after sales support centre to a freind, who had just bought a +2 year old touareg from a main dealer.He was concerned/suspicious they had not done the service (2nd variable) as promised.
he says the support center were good/helpful as they readily checked on the VW (service) verification computer. This central computer carries service records of all our cars. The "service" was recorded as a "check/inspection", so he was able to return to the dealer with this information.
i will ring them if i have problems in the future.