For the first few months after buying our 2009 VW Golf Comfortline TSI 118 we thought it was great, but then it started breaking down. First it needed a new piston, then a new gearbox brain computer, then a new clutch, new software and a few other things. It now needs new fuel-injectors and there has been a four-week wait for parts. I have tried to talk to VW but they just keep me going around in their call centre, so I am at a loss. The car is nearing the end of the warranty. After reviewing the Fair Trading act I have asked VW for a replacement car or my money back as this is what the act implies is the appropriate outcome for a product that does not meet expectations. The bottom-line is that this is not what you would expect from an expensive and new car. I noticed other owners have raised similar issues, what was the outcome from their complaints?
We put your complaints to VW and received this response from a company spokesman:
"As Simon has mentioned, he had two warranty claims on his vehicle, one in June 2010 and subsequently in March 2012. The diagnosis of a misfiring concern has been isolated to the fuel-injectors, which were scheduled for installation this week. All the work has been covered under warranty."
As you can see from the response VW feels that it has met its obligations by repairing your car under warranty, and for them, it seems, that is the end of the matter. But I agree with you that having spent a good deal of money on a supposedly quality-built car it is very disappointing to find you have to regularly take it back to fix what are quite serious problems. Waiting a long time for parts is also a regular complaint we hear from VW owners. In my view the company just doesn't get it.
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