Re: door squeaks and air leaks (long)

[Joe Mann <joem@pswtech.com>]

Don,

I'm simply speechless.

You set an example for all in the customer service industry.

Give this man a hand guys!

Thank you,

Joe, Jettamann


deecee@exit109.com wrote:

> To all my friends at Jetta GLX I have the following comments that
> pertain
> to some if not all of you. I have been a subscriber of this list for
> about
> two weeks and fully enjoy reading all the letters. There has been an
> ongoing discussion about door rattles and air leaks. Some off you have
> been
> blown off by the dealer and some have had success by going thru VWOA.
> I
> have uploaded with success to Mark. Hopefully soon everyone can
> download
> copies. It is my opinion that these problems SHOULD and MUST be
> covered
> under warranty. In the VW Warranty Policy Guidebook (Revision 3/97)
> Which
> EVERY VW must have in Article 1 page 10 under "What is Covered" It
> mentions
> that defects in workmanship are covered. I would like someone from
> another
> VW dealership that is not covering  these complaints explain to be
> "How can
> they be considered maintenance items" Show me in the maintenance book
> what
> the required maintenance is on a Door? There is none except
> lubricating the
> hinge. What is the required maintenance on a trim panel? None. If I
> were
> you I would take the car back and quote the page I listed. These are
> defects in Workmanship. VW knows about it and so do all the VW
> dealers. We
> all get the same TSB's, We all have access to the VWOA Tech line. I
> know
> that VW warranty reimbursement is very cheap. Body complaint problems
> are
> very time intensive and the VW dealers that want to make a buck will
> always
> use "Not covered after 12/12,000 mile" excuse to blow people out. This
>
> doesn't happen at all the dealers. I know mine especially will cover
> everything up to and way beyond. We are even replacing GLX,GTI
> clutches
> that are smoked because off abuse.
>
> I began an apprenticeship in 1974 with 3 fantastic VW trained German
> craftsmen. Fritz,Bruno and Wilfred. Wilfred was the engine rebuilder
> and
> Wow the stuff he could do to a air cooled engine with normal hand
> tools.
> (Even the stories about the Eastern Front and the Battle of the Bulge
> were
> great, since he was a Panzer driver.) During that time I learned how
> to fix
> a VW from front to back. I have carried this training all thru my
> career
> and still use some of their tips today.
>
> When I became Service Director in a VW dealership I was told by the
> Dealer
> Principal that since we only sell 30 VW a month we have to give
> everyone
> the best service. Because if we loose 1 customer we know only have 29.
> VW
> dealers are not like Domestic houses that sell 300 cars a month and
> could
> care less.
>
> This is why I feel the way I do.
>
> Things to do if the dealer still bucks.
>
> Contact VWOA and register a complaint. Some if all states have a
> "Lemon
> Law" and tell them you are building a case against VW because of
> defects in
> workmanship that are not being addressed.
>
> Every visit to a dealer you should receive a phone call from VW. Make
> sure
> you give a very negative response.
>
> After ever call the dealer is faxed a copy of your reply. The dealers
> are
> all Very Concerned about CSI rating and a good rating means more perks
> for
> the dealership. MONEY. I know because every quarter I get my CSI
> Money.
>
> Remember if you are not satisfied with any repairs remember this "Keep
>
> Calling VWOA" and registering complaints. The dealer will get the
> message.
>
> Sorry to ramble.
>
> Don