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Got a call from VW Corporate

2823 Views 38 Replies 22 Participants Last post by  agzand
Well, it only took about two months, but my snail mail letter finally made it to the desk of Pablo DiSi and I got a call from a VW Executive Specialist on his behalf.

He apologized for the changes, but I let him know in a very polite yet I think forceful manner that VW really needs to reassess how it treats the North American market.

  1. They are going to be destroyed in the EV market if they do not get the software and updates working correctly.
  2. They cannot expect to keep customers if they take out features and raise prices and make the wait months longer.
  3. With the Pro S Plus, they alienated the group of customers who were willing to pay the highest prices for the ID.4 for all the bells and whistles...this was the group easiest to move to another brand.
  4. No matter how one feels about their CEO, by dropping the price of the Model Y, Tesla made that car almost $4000 cheaper than an ID.4 Pro S Plus and with more features and basically no brainer to switch to.
  5. VW Wolfsburg needs to stop treating North American like the unwanted step-child: There's an ID.3, and ID.4 GTX, and the ID.7 is on the way... why so many more models in Europe that we never get to see? If VW can compete in other parts of the world with Toyota, why not here? VW doesn't even try and the result is loyal VW customers do not get the choice and get subject to delays.
  6. The whole supply problem I believe is nonsense. There is no shortage of the same "missing" pieces in Europe or even in North American with Audi. In short, if you can get power folding mirrors for an Audi, VW should be able to do it for their own brand.
  7. I told him I feel bad for my dealer who has always done the right thing for me for 14 years. They've lost over a 100 ID.4 orders because of the issues. And now I see ads from them online for $500 off MSRP on other ID.4 trims.

After all of this, he really had nothing to say except an apology for it all happening. Obviously, doesn't change anything for me. I now own my 2020 Tiguan. I should get the new title in my name in about ten days. My Model Y is scheduled for delivery by the end of June. The only two pieces of the puzzle left, 1) how much Tesla will give me for the trade in of the Tiguan and 2) when does the Tesla supercharger about two miles from my house, just waiting for its electric meters open up.
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I have said it before, the reason Toyota sells 6 or 7 times the vehicles VW sells in the American market, is customer service and variety of models. VW not only has to bring all its models here, but it also needs to launch them here.
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Well, it only took about two months, but my snail mail letter finally made it to the desk of Pablo DiSi and I got a call from a VW Executive Specialist on his behalf.

He apologized for the changes, but I let him know in a very polite yet I think forceful manner that VW really needs to reassess how it treats the North American market.

  1. They are going to be destroyed in the EV market if they do not get the software and updates working correctly.
  2. They cannot expect to keep customers if they take out features and raise prices and make the wait months longer.
  3. With the Pro S Plus, they alienated the group of customers who were willing to pay the highest prices for the ID.4 for all the bells and whistles...this was the group easiest to move to another brand.
  4. No matter how one feels about their CEO, by dropping the price of the Model Y, Tesla made that car almost $4000 cheaper than an ID.4 Pro S Plus and with more features and basically no brainer to switch to.
  5. VW Wolfsburg needs to stop treating North American like the unwanted step-child: There's an ID.3, and ID.4 GTX, and the ID.7 is on the way... why so many more models in Europe that we never get to see? If VW can compete in other parts of the world with Toyota, why not here? VW doesn't even try and the result is loyal VW customers do not get the choice and get subject to delays.
  6. The whole supply problem I believe is nonsense. There is no shortage of the same "missing" pieces in Europe or even in North American with Audi. In short, if you can get power folding mirrors for an Audi, VW should be able to do it for their own brand.
  7. I told him I feel bad for my dealer who has always done the right thing for me for 14 years. They've lost over a 100 ID.4 orders because of the issues. And now I see ads from them online for $500 off MSRP on other ID.4 trims.
Thanks for the update and the time and effort. VW really needs the feedback and I appreciate that you used this opportunity to provide it at a higher up level. Also, you are right, the extremely frustrating part is to hear how many more of the exciting features our friends in the EU have, like the Matrix lights, the superb HUD, ECO assist that eliminates the need for B-mode, etc. That and the software woes can very easily ruin the experience with an otherwise fabulous car.

OTOH, I do maintain that the insurance cost of Teslas is a hidden expense people are just way too eager to overlook. I think brand reputation surveys are largely BS, but these results are still very very striking:
#6 Toyota (up 1)
#52 VW Group (no change)
#62 Tesla Motors (down 50)

It just puts it in perspective that VW's still risking less in brand reputation by ignoring us, than if they were boosting objectionable content on social media.
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I've been a VW fan boy for years. Started with a 2000 Jetta GLX in tornado red. Still the favorite car I've owned. The ID.4 is my 4th or 5th VW. Unfortunately with each new VW, issues increased instead of improving. EU counterparts seems to be much nicer, and better equipment than US markets. My ID.4 has been "ok" but the issues and years of empty promises are too much for me now. I think VW may have lost me as a returning customer. My wife was looking at the ID Buzz, but after driving the buggy ID.4 yesterday, she changed her mind. I'll likely go Tesla (or another EV) when the model y is refreshed. A friend just had a Model Y delivered a few weeks ago. The build quality was on par with anything else out there (his came from Texas). It was quieter and had less wind noise than my ID.4. It seems Tesla may have figured some things out.
The reality is that no car company can be everything to everyone.

Honda does well in Asia and the US but not so well in Europe.

Toyota also does well in Asia and NA but not as well in the EU. When I lived in Germany I had one colleague that had a Toyota and complained that, although the car was reliable, the fuel consumption was too high. Toyota, apparently, does not design a car for $8.00/gallon fuel. For ~$3.50/gallon fuel in the US, they do well. Again, you cannot be ideal for every market.

VW does well in the EU, Mexico, Brazil and was, until recent years, the largest selling brand in China but not so strong in the US.

I think the reason is that their cars traditionally have not been designed for US customers who generally want large and cheap cars. They have, in recent years offered more vehicles in this direction ( US Passat, model, Atlas and Jetta) specifically for Americans. These vehicles have been relatively successful here but, frankly, lack much of what makes VWs popular with enthusiasts or Europeans.

VW had a difficult time selling the excellent Golf in the US but they now make cheaper small SUVs for American ( Tiquan, Taos) which, are largely unappealing to traditional VW buyers should do well here because they are, well, relatively cheap.

Toyota has been making such vehicles for a long time in the US. Excellent road appliances. Reliable and frugal.

To the OP's point on part shortages. They are real. All companies have had to deal with the shortage of computer chips and companies with numerous brands, such as VW, steered the available chips and parts to higher margin brands within the family. In this case Audi and Porsche. In addition, the war in Ukraine has impacted supply of components as many suppliers to EU car brands produce in Eastern Europe because of the difference in labor costs.


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The only two pieces of the puzzle left, 1) how much Tesla will give me for the trade in of the Tiguan and 2) when does the Tesla supercharger about two miles from my house, just waiting for its electric meters open up.
You might want to get a quote from VW to see if they are interested in buying your Tiguan outright. We received an email from our dealer this past week that they are looking to purchase vehicles because of a shortage of their used car supply. I know that doesn't always make sense depending on the tax laws in your state, but if nothing else, you could use it for negotiating.
To the OP's point on part shortages. They are real. All companies have had to deal with the shortage of computer chips and companies with numerous brands, such as VW, steered the available chips and parts to higher margin brands within the family. In this case Audi and Porsche. In addition, the war in Ukraine has impacted supply of components as many suppliers to EU car brands produce in Eastern Europe because of the difference in labor costs.
@Fahrer I don't think the removal of the 360 camera from the ID.4 was due to a supply chain shortage. The email they sent us about the camera and mirrors does not reference supply chain issues; the email they sent about radio did reference supply chain issues. Based on the posts from people who did receive the 360 camera, I think the reason they removed it is because there are software and/or hardware compatibility issues, and they can't figure it out. While this is just my theory, the other reason I believe this is because my reservation, and @NYC362 reservation, were both scheduled for production (we received the email confirming this). One week later (when the posts about issues with 360 cameras started popping up on this forum), our reservations were moved back to 03. A day later, they were moved back to 15-1; two days after that they were moved back to 03. And then 19 days later, we received the email about removing the features. So no, I'm not buying that this has anything to do with supply chain issues; they surely would not have moved us into production if the parts were not available.

FYI, they have still not removed the camera and power-folding mirrors from my reservation, nor have they made the $300 cost adjustment. They simply punted my reservation to August-October with no updates since that March email. Meanwhile, I just keep adding on miles to my 2009 Toyota Sienna with 189,000 miles on it. Having Toyotas for last 25 years, I have been very spoiled with the only repairs needed being maintenance items - brakes, oil changes, tires. And one recall for under car spare tire holder. So yeah, if Toyota had a comparable EV right now, I would not be dealing with this bad customer service and lack of communication from corporate VW.
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Anyone considering a Tesla needs to do themselves and their significant other a favor, and perform a real test drive, turning on Autopilot, going over bumpy roads and testing for more than a few minutes the right foot requirements when Autopilot cannot be used.
We did, and even though we initially had a strong preference and excitement for the Tesla charging network and technology maturity of the model Y, decided a day after the road test to go for the ID.4 .
It was all about comfort for us.
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Well, it only took about two months, but my snail mail letter finally made it to the desk of Pablo DiSi and I got a call from a VW Executive Specialist on his behalf.

He apologized for the changes, but I let him know in a very polite yet I think forceful manner that VW really needs to reassess how it treats the North American market.

  1. They are going to be destroyed in the EV market if they do not get the software and updates working correctly.
  2. They cannot expect to keep customers if they take out features and raise prices and make the wait months longer.
  3. With the Pro S Plus, they alienated the group of customers who were willing to pay the highest prices for the ID.4 for all the bells and whistles...this was the group easiest to move to another brand.
  4. No matter how one feels about their CEO, by dropping the price of the Model Y, Tesla made that car almost $4000 cheaper than an ID.4 Pro S Plus and with more features and basically no brainer to switch to.
  5. VW Wolfsburg needs to stop treating North American like the unwanted step-child: There's an ID.3, and ID.4 GTX, and the ID.7 is on the way... why so many more models in Europe that we never get to see? If VW can compete in other parts of the world with Toyota, why not here? VW doesn't even try and the result is loyal VW customers do not get the choice and get subject to delays.
  6. The whole supply problem I believe is nonsense. There is no shortage of the same "missing" pieces in Europe or even in North American with Audi. In short, if you can get power folding mirrors for an Audi, VW should be able to do it for their own brand.
  7. I told him I feel bad for my dealer who has always done the right thing for me for 14 years. They've lost over a 100 ID.4 orders because of the issues. And now I see ads from them online for $500 off MSRP on other ID.4 trims.

After all of this, he really had nothing to say except an apology for it all happening. Obviously, doesn't change anything for me. I now own my 2020 Tiguan. I should get the new title in my name in about ten days. My Model Y is scheduled for delivery by the end of June. The only two pieces of the puzzle left, 1) how much Tesla will give me for the trade in of the Tiguan and 2) when does the Tesla supercharger about two miles from my house, just waiting for its electric meters open up.
I would get quotes from Carmax and Carvana before selling the Tiguan to Tesla. There are a couple of other companies that could be more willing to pay more (it is a regional thing). Tesla doesn't pay top dollar for used cars.
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@Fahrer I don't think the removal of the 360 camera from the ID.4 was due to a supply chain shortage. The email they sent us about the camera and mirrors does not reference supply chain issues; the email they sent about radio did reference supply chain issues. Based on the posts from people who did receive the 360 camera, I think the reason they removed it is because there are software and/or hardware compatibility issues, and they can't figure it out. While this is just my theory, the other reason I believe this is because my reservation, and @NYC362 reservation, were both scheduled for production (we received the email confirming this). One week later (when the posts about issues with 360 cameras started popping up on this forum), our reservations were moved back to 03. A day later, they were moved back to 15-1; two days after that they were moved back to 03. And then 19 days later, we received the email about removing the features. So no, I'm not buying that this has anything to do with supply chain issues; they surely would not have moved us into production if the parts were not available.

FYI, they have still not removed the camera and power-folding mirrors from my reservation, nor have they made the $300 cost adjustment. They simply punted my reservation to August-October with no updates since that March email. Meanwhile, I just keep adding on miles to my 2009 Toyota Sienna with 189,000 miles on it. Having Toyotas for last 25 years, I have been very spoiled with the only repairs needed being maintenance items - brakes, oil changes, tires. And one recall for under car spare tire holder. So yeah, if Toyota had a comparable EV right now, I would not be dealing with this bad customer service and lack of communication from corporate VW.
I believe the reason for discontenting is that they need to sell more Audi Q4s, and they don't have the margins to drop iD4 prices further, and they don't have pricing power to raise Q4 prices.
Just sharing... so our MY21 ProRWD had several issues during it's first 2 yrs with us, and we've taken it to the dealer to fix or address each time. Of the handful of times I've dropped off our ID4 to the dealer for repair/service, no one from VWofAmerica ever contacted me(nor did I try to contact them prior to this incident). This past instance, while driving, the parking brake light came on after I stopped at a stop sign(luckily). Then error msgs started to popup. basically, warning me the e-brake is no longer working and to park on flat surfaces as a precaution. as I attempted to drive it, it does go but the parking brake light stayed on with those warnings. so I pulled over and called for VW roadside assistance. finally got towed to my dealer then repair process started. that same afternoon, I got a call from VWofAmerica for the first time. The lady was very nice and wanted to make sure my issue was being addressed appropriately and offered to contact the dealer for me if I wanted to. I declined but told her I'll let her know if it came down to it. She's called me abt 3 times throughout the repair process to make sure it was done right and it was. Just FYI.
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Very good you escalated and expressed your views!

But:
I am not sure if this is all you talked about, but from your list it seems to me that all topics are related to VW corporate policy as it relates to the North American market, which is ok, but I don’t know how much of a liberty they have to discuss this with customers. At most they will be polite and say… yes, yes, thank you for the feedback… and some other boilerplate stuff.
Instead, I would have focused on your specific case.
All companies have had to deal with the shortage of computer chips
View attachment 24843
Not Tesla 😂
Not Tesla 😂
You might be joking. But yes, even mighty Tesla had supply chain issues.

.
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You might be joking. But yes, even mighty Tesla had supply chain issues.

.
Nice spin when records sales and production were broken during Covid times. True a shortage but overcame the difficulties.

Tesla had to delete certain features a few times. They promised to install them later at no charge.
Tesla had to delete certain features a few times. They promised to install them later at no charge.
USB ports. I think most people can live with that instead of having the delays like the Pro S AWD 6 months to over a year making other brands attainable and more desirable.
I have said it before, the reason Toyota sells 6 or 7 times the vehicles VW sells in the American market, is customer service and variety of models. VW not only has to bring all its models here, but it also needs to launch them here.
[/QU
Well. to your point. Here = China.
Tesla had to delete certain features a few times. They promised to install them later at no charge.
Vision-only is a prime example...without the promise of no-cost install of course.
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Tesla had to delete certain features a few times. They promised to install them later at no charge.
Whereas with VW, you are stuck with what you drove off the lot and your $ is in their hands.
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