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    Replacement or refund for broken Golf?

    Volkswagen Volkswagen Advice Volkswagen Golf Volkswagen Golf Advice Volkswagen Golf 2015

    I took possession of a brand new 2015 VW Golf at the start of the week, only to arrive home and notice a knock in the rear. I went back to the dealership the next day where it was found to be a faulty shock absorber, and it was replaced that same day. Driving back home the screen module went off when placing it in reverse, and the next day there were a few more glitches. When turning the module on and off, some of the white markings of the on/off button peeled off. Took the car back that Wednesday. Apparently the screen module needs replacing as they cannot just replace the button and VW Australia believes, based on footage I took of the screen malfunction that it may be a glitch in their new CarPlay system. Throughout all of this, the dealership Sales Manager, Service Manager and the sales staff have been more than caring and supportive and are doing the best they can, but it is now the end of the week and VW have not come back with a solution to the glitch and the screen module will take three weeks to arrive. I know the guys at the dealership want to give me answers but they do not have them. To date, I've only been able to drive my new vehicle from the dealership to my home and back. Under Australian Consumer Law, do I have grounds for a replacement car or a refund?

    Answered by CarsGuide
    18 September 2015
    Graham Smith

    That must be frustrating, but our consumer laws are pathetic and my feeling is that you have to be prepared to suffer considerable pain if you head down that path. VW is required to make a reasonable effort to repair the car, and it would appear that they are doing so. That they don't have parts on hand to fix the screen straight away is annoying, and they should be castigated for it. Give them a week or two to fix the glitch in the system and replace the screen before taking any action as to a replacement car or a refund. In the meantime keep a careful record of everything they say and do, so you have that if things turn nasty.

    Disclaimer: You acknowledge and agree that all answers are provided as a general guide only and should not be relied upon as bespoke advice. Carsguide is not liable for the accuracy of any information provided in the answers.
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