What’s the downside of just not doing this recall service at all?
-
Add Yours: VW ID. Buzz Owner's Registry
ID.4 97ZZ recall experience- spoiler: it’s not good
Just sent this to the dealer and VW leadership:
I am writing to you, the executives at VW North America, and the service and sales managers of Lafayette (Indiana) Volkswagen to express my extreme disappointment. This is not the first terrible experience I have had with the service in Lafayette (the other situation was re: a Tiguan, but that’s a different story.)
The Lafayette Volkswagen (Five Star Auto Group) service experience has been awful and the staff are unwilling to take responsibility for poor communication and unprofessional/rude staff regarding my ID.4 recall repairs. The service manager Mike Godbey refused to believe me that I was laughed out by another service staff when I expressed frustration that they weren’t prepared to give me a loaner today.
I had an appointment for today (April 12) but they didn’t communicate in advance that they did not have a loaner that is required by the 50 page NHTSA agreement. I only found out they didn’t have the loaner because I called the night before to double check that everything was ready. The service manager said “well not everyone needs a a loaner. I own 3 cars so I will never need a loaner vehicle.” Wow, how rude and presumptuous can you be?! Secondly, I don’t care about your situation, I care about mine. And obviously, Mr Godbey, you don’t care about mine. This is a $46,000 car for which I’ve been waiting nearly 2 years for the FIRST software update. It is my family’s only mode of transportation. Not everyone is privileged enough to have multiple vehicles. Mr. Godbey, don’t assume anything about someone’s situation!
I have now lost my place in line and have wasted 2 months because of backlogs. My appointment was scheduled March 31 for April 19. It is now pushed back to May 29 without any apologies or ownership of the fault on their part. Instead, Mr. Godbey, the service manager, has refused to believe my story and and still failed to call me back to resolve the issue. In fact, he asked me at the end of our call last night that even though I said I would be hard pressed to ever do business with them again, would I bring the car back if he could find a loaner - AFTER also checking the phone records to see if I was telling the truth about being laughed at. Wow, unbelievable.
I have a waiting list appointment at Tom Wood Volkswagen in Indianapolis as a backup appointment that is nearly 70 miles away with 15 ID.4 owners in line in front of me. What a disaster. I have lost 2 weeks of appointment waiting time because of a complete lack of communication and follow through in Lafayette. There is most certainly a 100% chance I will never conduct any more business with my Lafayette Volkswagen again - service or Sales - including Audi. Not that at an Audi customer is any more special, but can you imagine buying a $100k+ vehicle and receiving this kind of treatment? Never again for me!
It’s sad that a good company like VW Group is at the mercy of the likes of Lafayette Volkswagen. There’s a reason nobody likes shopping for a car and Tesla’s direct sales and service model is leaving everyone else in the dust.
I’m most sad that I was apparently one of the first ID.4 owners in the area and this is the level of service people can experience with EV ownership. You all have a LONG way to go.
Sincerely,
James Britton
CC: vwidtalk.com
reddit.com/r/VWID4owners
1 - 20 of 81 Posts
in the past 10 yrs or so, we've sold a 2 yr old subaru and a 3 yr old mazda and completed given up on those two brands... not because of the quality of the cars, but the lack of competence and quality of the service departments at the dealers. it's sad state of affairs and likely to repeat itself with other car brands.
1 - 20 of 81 Posts
