VW service (long)

[deecee@exit109.com]

Why is it a common practice to slam VW dealerships. I am a Master VW/Audi
technician and have been working in a VW/Audi/Porsche dealership since
1976.  In my many years I have seen alot and had to put up with a lot. It
has been within the past 5 years that have been the worst. If you ever read
a want ad for a Service Manager or Service Advisor you will most always see
"Must be CSI Motivated" The reason is every car manufacturer is fighting
for CSI points which in return is thousands of dollars in bonus money. In
in some dealerships the money filters down to the technicians. Because of
this the dealership Service Managers in most dealership go the extra yard
to please the customer. To please the customer the technician is the person
who bears the most. 

I have worked on cars only to find the customer chews tobacco and nicely
leaves his spit cup in the center console for me to move. There was the car
which had a baby seat in the back.  I had to replace the rear seat belts.
This involved removing the baby seat to get the back seat out. What a nice
treat to find petrified spit up under the baby seat that also found its way
under the rear seat. Nice parents! Again we must please the customer. How
about the countless times I had to lay on my back to work under a dash.
Only could be done after shoveling out McDonalds soda cups and hamburger
wrappers. 
Remember all the time you bring your car to the dealer it is usually for
warranty "bitching" and "free service."  Help the dealer by having your
wheel lock key in plain view because some services require tire rotation. I
think it must be a game because some customers like to play hide and seek
with the wheel lock key. No problem if you think I am going to get the
master set  because I can't find your hiding lock. Forget it! The tires
don't get rotated. You'll never find out because the car is washed when the
service is done and the wheels are cleaned. 
I know all dealer service is not the same some are better than others but
here are a few tips that hopefully will get your car fixed right the first
time.

When you come to the service desk for service have your maintenance
book,current mileage and license plate number ready. 

Always deal with the same Service Advisor "tipping will get you alot"

If there is a noise complaint make sure the advisor goes out with you to
verify what needs to be fixed. If the dealership has a small service dept.
ask if a tech. could go out to hear the noise.


If you have a drive ability complaint talk to the service advisor the day
before and tell them you will leave the car the night before. Try to write
down as much info as to when,where,and how often the problem happens.
Make the car available for a tech. to drive home if needed to duplicate a
complaint before any work is started.

Make sure everything you want checked or repaired is clearly spelled out on
the work order.Make sure you get a copy when the car is finished.
To properly prepare a case for lemon law documentation is of the utmost
importance. 

I know it is frustrating and a real pain in the ass to bring the car back
after a repair was done, but try to remain civil. 

A lot of dealerships are hiring service personnel that have little or no
product knowledge. 

I know because both service advisors in my dealership have a grand total of
5 months VW/Audi/Porsche experience.

The cars are getting complicated and because of little or no training a
return time might happen.

Most often returned visist is  a "check engine light" complaint. Depending
on the DTC code stored there could be 2 complete trips before the light
comes on again.  A once around the block road test is not going to be
sufficent to check if the problem is fixed.

Don