[Mark Magiera]

Hello ID4 friends.

The most news I can give you about the status of my ID4:FE is that VWoA & Prime VW of Maine (towed to them by VW, NOT MY CHOICE) is that I am being "Ghosted" by VW Customer Cares "Regional Case Manager" & the Service Manager for Prime VW in Saco, ME. When I asked about a loaner, I was referred to my "local Enterprise Rent-a-Car." Seriously...

A week ago last Monday AM, when I did get ahold of the service desk rep (he called me) I was told the problem was the ECM (main CamBus computer was throwing codes they could not get to clear).

I emailed Customer Care with my Case# & got a very long phone message on Wednesday afternoon (from a very nice lady, by the sounds) that the part was "ordered with an ETA to Maine by Monday 7/26" AND that I would "hear from the Regional Case Manager (name not mentioned)" by END OF BUSINESS DAY MONDAY...

On Saturday, 7/24 I called the direct line for the Service Manager at PrimeVW of Saco, Maine & got his voice mail. (twice) I will surmise Managers do no work on Saturdays). Asking for not only an update on the ECM. Also, I asked if the fact that the Infotainment System was DEAD for the lower 75% of the screen was being working on IN PARALLEL & hopefully not SERIALLY. AND if they had ordered the clips for the RECALL on the headlights to "take care of that since it is THERE...."

Never heard back. No call, no email.

On Tuesday 7/27 I emailed Customer Care with my Case# again thanking for the outreach of the agent on the previous week. Informing them that the named Regional Care Manager had not contacted me BY END OF BUSINESS DAY MONDAY. HERE ARE MY NEEDS:
~ Get this ID4 back in my yard, fully repaired...
OR
~ Replacement Transportation for work & travel. Would like a loaner, delivered to my door for use until my ID4 is repaired. If Prime VW isn't up to the task, VWoA: get it outta there to someone who can & will communicate.
OR
~ VW Financial starts gifting me monthly payments for loss of use.

~A tried & TRUE timeline & communication addressing ALL 3 issues.
-ECM

• Infotainment Failure
• Headlight Recall

(Specifically with updates, call backs & returned phone calls or emails).

Yesterday, I got a reply voicemail from yet another Customer Care Rep that there seems to be "SOME BACK & FORTH BETWEEN MYSELF & THE REGIONAL CARE REP (name redacted). Ummm, I've got news for you Mitch, back & forth in the real world means a conversation. The Rep has NEVER called me to date. How in Sam Hill can you state BACK & FORTH on a ONE WAY conversation?
However, this time I got an direct extension. SO last night, I called. Left a message. No reply.

This morning, I called. Left a message. No reply.
I called the Service Manager at Prime VW in Saco, ME. Left a message. No reply.

At the end of my shift, I called the assigned regional care manager AGAIN. No reply.
Called the Service Manager (BEFORE 5PM) at Prime VW in Saco, ME. Left a message. No reply.

This morning, I looked up the Vermont Lemon LAW with the DMV. Hey VW, guess what: clock is ticking... On you.

 

[Tigerfan1345]

Hello ID4 friends.

The most news I can give you about the status of my ID4:FE is that VWoA & Prime VW of Maine (towed to them by VW, NOT MY CHOICE) is that I am being "Ghosted" by VW Customer Cares "Regional Case Manager" & the Service Manager for Prime VW in Saco, ME. When I asked about a loaner, I was referred to my "local Enterprise Rent-a-Car." Seriously...

A week ago last Monday AM, when I did get ahold of the service desk rep (he called me) I was told the problem was the ECM (main CamBus computer was throwing codes they could not get to clear).

I emailed Customer Care with my Case# & got a very long phone message on Wednesday afternoon (from a very nice lady, by the sounds) that the part was "ordered with an ETA to Maine by Monday 7/26" AND that I would "hear from the Regional Case Manager (name not mentioned)" by END OF BUSINESS DAY MONDAY...

On Saturday, 7/24 I called the direct line for the Service Manager at PrimeVW of Saco, Maine & got his voice mail. (twice) I will surmise Managers do no work on Saturdays). Asking for not only an update on the ECM. Also, I asked if the fact that the Infotainment System was DEAD for the lower 75% of the screen was being working on IN PARALLEL & hopefully not SERIALLY. AND if they had ordered the clips for the RECALL on the headlights to "take care of that since it is THERE...."

Never heard back. No call, no email.

On Tuesday 7/27 I emailed Customer Care with my Case# again thanking for the outreach of the agent on the previous week. Informing them that the named Regional Care Manager had not contacted me BY END OF BUSINESS DAY MONDAY. HERE ARE MY NEEDS:
~ Get this ID4 back in my yard, fully repaired...
OR
~ Replacement Transportation for work & travel. Would like a loaner, delivered to my door for use until my ID4 is repaired. If Prime VW isn't up to the task, VWoA: get it outta there to someone who can & will communicate.
OR
~ VW Financial starts gifting me monthly payments for loss of use.

~A tried & TRUE timeline & communication addressing ALL 3 issues.
-ECM

• Infotainment Failure
• Headlight Recall

(Specifically with updates, call backs & returned phone calls or emails).

Yesterday, I got a reply voicemail from yet another Customer Care Rep that there seems to be "SOME BACK & FORTH BETWEEN MYSELF & THE REGIONAL CARE REP (name redacted). Ummm, I've got news for you Mitch, back & forth in the real world means a conversation. The Rep has NEVER called me to date. How in Sam Hill can you state BACK & FORTH on a ONE WAY conversation?
However, this time I got an direct extension. SO last night, I called. Left a message. No reply.

This morning, I called. Left a message. No reply.
I called the Service Manager at Prime VW in Saco, ME. Left a message. No reply.

At the end of my shift, I called the assigned regional care manager AGAIN. No reply.
Called the Service Manager (BEFORE 5PM) at Prime VW in Saco, ME. Left a message. No reply.

This morning, I looked up the Vermont Lemon LAW with the DMV. Hey VW, guess what: clock is ticking... On you.

This my friend would send my rating of this vehicle from an 8 or 9 on a 10 scale to a 1 or 2.
Even though I have had issues, nothing like this.
People ask me all of the time how I like the I.D4. I tell them I love it!…..but could change to hate in a drop of a hat.

 

[Spin]

Hello ID4 friends.

The most news I can give you about the status of my ID4:FE is that VWoA & Prime VW of Maine (towed to them by VW, NOT MY CHOICE) is that I am being "Ghosted" by VW Customer Cares "Regional Case Manager" & the Service Manager for Prime VW in Saco, ME. When I asked about a loaner, I was referred to my "local Enterprise Rent-a-Car." Seriously...

A week ago last Monday AM, when I did get ahold of the service desk rep (he called me) I was told the problem was the ECM (main CamBus computer was throwing codes they could not get to clear).

I emailed Customer Care with my Case# & got a very long phone message on Wednesday afternoon (from a very nice lady, by the sounds) that the part was "ordered with an ETA to Maine by Monday 7/26" AND that I would "hear from the Regional Case Manager (name not mentioned)" by END OF BUSINESS DAY MONDAY...

On Saturday, 7/24 I called the direct line for the Service Manager at PrimeVW of Saco, Maine & got his voice mail. (twice) I will surmise Managers do no work on Saturdays). Asking for not only an update on the ECM. Also, I asked if the fact that the Infotainment System was DEAD for the lower 75% of the screen was being working on IN PARALLEL & hopefully not SERIALLY. AND if they had ordered the clips for the RECALL on the headlights to "take care of that since it is THERE...."

Never heard back. No call, no email.

On Tuesday 7/27 I emailed Customer Care with my Case# again thanking for the outreach of the agent on the previous week. Informing them that the named Regional Care Manager had not contacted me BY END OF BUSINESS DAY MONDAY. HERE ARE MY NEEDS:
~ Get this ID4 back in my yard, fully repaired...
OR
~ Replacement Transportation for work & travel. Would like a loaner, delivered to my door for use until my ID4 is repaired. If Prime VW isn't up to the task, VWoA: get it outta there to someone who can & will communicate.
OR
~ VW Financial starts gifting me monthly payments for loss of use.

~A tried & TRUE timeline & communication addressing ALL 3 issues.
-ECM

• Infotainment Failure
• Headlight Recall

(Specifically with updates, call backs & returned phone calls or emails).

Yesterday, I got a reply voicemail from yet another Customer Care Rep that there seems to be "SOME BACK & FORTH BETWEEN MYSELF & THE REGIONAL CARE REP (name redacted). Ummm, I've got news for you Mitch, back & forth in the real world means a conversation. The Rep has NEVER called me to date. How in Sam Hill can you state BACK & FORTH on a ONE WAY conversation?
However, this time I got an direct extension. SO last night, I called. Left a message. No reply.

This morning, I called. Left a message. No reply.
I called the Service Manager at Prime VW in Saco, ME. Left a message. No reply.

At the end of my shift, I called the assigned regional care manager AGAIN. No reply.
Called the Service Manager (BEFORE 5PM) at Prime VW in Saco, ME. Left a message. No reply.

This morning, I looked up the Vermont Lemon LAW with the DMV. Hey VW, guess what: clock is ticking... On you.

This is terrible. I am so sorry you are being treated like this. I usually tell members to contact Customer Care but they are ghosting you as well. Maybe a letter to VW Corporate?

 

[Mark Magiera]

An update: I got a call from the original desk agent at PrimeVW of Maine. The ECU was replaced & (his words) "the car is ready for pickup. It is drivable."
Yes, the voicemail left to me is tantamount to come get this car off our lot.

The Infotainment System is still not operating correctly & I was advised that there were NO Infotainment System replacements in country. Similarly to what I heard about the ECU a week ago last Monday. So the original issue is unresolved. Same said with the headlight recall. They did not bother with either.

VW Customer Care will not tow the car back to me. I have to go get it. Buyer beware.

 

[Spin]

An update: I got a call from the original desk agent at PrimeVW of Maine. The ECU was replaced & (his words) "the car is ready for pickup. It is drivable."
Yes, the voicemail left to me is tantamount to come get this car off our lot.

The Infotainment System is still not operating correctly & I was advised that there were NO Infotainment System replacements in country. Similarly to what I heard about the ECU a week ago last Monday. So the original issue is unresolved. Same said with the headlight recall. They did not bother with either.

VW Customer Care will not tow the car back to me. I have to go get it. Buyer beware.

Sorry for your bad experience. I hope you get the other issues resolved quickly.

 

[Huey52]

Very sorry to read of your experience Mark! As we know dealerships in the USA run their own show to a great degree and therefore service can vary widely. Having said that I'm particularly surprised, given that Prime is a fairly large multi-marque group, based mostly here in MA. I would call Prime Corporate in Westwood as well. (781) 688-1000

The headlight recall is a simple movement of existing caps from a vertical to horizontal adjustment-safeguard location so no parts required to my knowledge (going by recall letter description). That seems like an undereducated response from service to you!!

btw: My wife's Benz GLA was transferred from Prime MB Saco and a positive experience, but of course that was on the sales side. I have some service experience with Prime Audi Cape Cod and they were rather good. 🤷‍♂️

Hopefully with a new ECU, and upcoming OTA code, your experience will be improved.

An update: I got a call from the original desk agent at PrimeVW of Maine. The ECU was replaced & (his words) "the car is ready for pickup. It is drivable."
Yes, the voicemail left to me is tantamount to come get this car off our lot.

The Infotainment System is still not operating correctly & I was advised that there were NO Infotainment System replacements in country. Similarly to what I heard about the ECU a week ago last Monday. So the original issue is unresolved. Same said with the headlight recall. They did not bother with either.

VW Customer Care will not tow the car back to me. I have to go get it. Buyer beware.

 

[Spin]

I'm just wondering if you have any updates Mark?

 

[Mark Magiera]

😈
OK, so... Thank you to Spin for "spinning" my plight into a new thread. Later on 7/29, I got a phone message (1st time) from the assigned Regional Case Manager: Sabrina S. (using the German methods of identity) where she wanted to go over some details AND if I need anything to call (# & Ext.). I called back 10 minutes after the message hit my cell, I get voicemail. 15 minutes later, I get voicemail. AND immediately I send an email to customer care with the message Yes I have some needs, call me (xxx) xxx-xxxx...

Thursday evening, I discuss options with my wife (as she drove me home from work).
~Do we take Friday off from work (both of us), load the kids into our e-Golf & we hyper-mile the e-Golf through the DEADZONE of charging desert know as New Hampshire directly to Saco, ME to get the car out of VW Prime's lot.
or
~ After work, hyper-mile the e-Golf Friday night to our family cottage at Sebago Lake. Recharge the e-Golf & then get up to walk in the door on Saturday, return/ recharge BOTH cars. Then drive by caravan back to Vermont Saturday (as our children each had scheduled activities Sunday).

But then my work communication App went off from the owner of the company. One of the staff (an anti-vaxxer) had tested positive for Covid. I'm vaxxed, but there are break through delta primarily in VT. My wife preps food for a school systems summer program, I have an 11 year who can't get the vaccine & a 14yr old who is scheduled to mentor Cub Scouts this week (i.e. all 11 years & younger). Trickle down repercussions. So Rapid test AND a PCR (both free in VT). Results are Negative. I am fine. However, a few months ago & cross state travel would have been much frowned upon. Essential or not.

After all this, I know Customer Care is open until 7 PM AND that the agents are working REMOTELY... Do I get Ms. Sabrina S by direct call after I get home at 5:45? No...

I work Friday. Called Sabrina S at Noon. I get a Voicemail alert at 3:40 PM. She calls back with a similarly worded voicemail from Thursday ending with "if you need anything, call me at blah blah blah. I call at 3:40, 4:10, 4:25. My employer lets us out early. I call (hands free) from the e-Golf to Sabrina S. @ 4:45, 5:00. I AM DONE NOW WITH SABRINA S. I tried, I really tried. More than she for me.

At 5:10, I call Customer Care & after getting wait times of 45 minutes. I found out that if one were to opt for "trouble with making a reservation for an ID4" Guess what? 😈

I then spoke with a very nice agent for the next 45 minutes. In that time, I discovered that the Customer Care agent was "still clocked in" but had noted that "on Monday" a Quote would be gotten to tow my ID4 from Maine to VT. Which once the quote was gotten on Monday, would need to be submitted UP the chain for approval. THEN IF approved need to be scheduled with the towing agent to then = maybe the car arrives mid to late week? So, this news decided it. My wife & I charged the e-Golf at home as much as we could, packed, quick supper & then off to Maine. Gave the car a DC bump to 90% at the EVGo in Danville, VT & hyper-miled across the White Mountains to get to Maine at 10:30 PM.

Get to Maine, plug in the e-Golf. Go to Bed. Up at 6 AM.

Already, I am reading this after typing & saying to myself: that poor lil e-Golf sure did work last weekend...

Saturday AM, we arrive. Find my car in Prime VW lot across from the Service Door. Dirty (outside & in). Discharged down to 60% (it left my yard at 72%). AND the interior was sprayed with that "new car smell crap."

The agent at Service (the only individual I spoke consistently with from Prime VW this whole time) was there. He opened by handing my fob (back side covered with the glue from some type of tape).

But now I must stop. As I must go to work. There is more. Much more. Stay tuned.

 

[Spin]

😈
OK, so... Thank you to Spin for "spinning" my plight into a new thread.

You're welcome. Waiting patiently for part 2......

 

[ixlr08]

You're welcome. Waiting patiently for part 2......

I'm sorry to hear there is a need for a "part 2". Based on my 19 years of VW ownership, I am afraid to say this sort of response from VWoA is not unusual. I had hoped with how important the ID.4 was to VW, things would have changed. It is also the reason I am about to cancel my reservation for my AWD ID.4.

 

[Mark Magiera]

So some time has elapsed since my last update of getting the car out of the clutches of a dealer who is no friend to a customer the Road Side Assistance policy tows to. From the advice of a fellow ID4 owner: AAA Premier membership is a better choice.

On 7/31 we proceeded to EA at Scarborough, MA, as the car had a SoC of 72% when it was towed. At pickup, it was 60% SoC, so the policy of topping of the packs of VW EV customers in the VW Dealer Network is a distant memory. Fortunately the car is set to 100% setting for charging.

Logging into CarNet, I can see the timestamps of when the technicians were at the car & when they stopped over the 2 weeks it was there. Well over a dozen activations of the HVAC system spanning 3 occasions on sets of days. Usually starting @8:30 AM & ending by 10:30 AM. Since the car was Factory Reset, my phone would not connect to hands free & now the WiFi HotSpot is "hot" without any ability to shut it off. It is moot, as after 30 days I was not going to pay Verizon for already crappy coverage in Vermont. Still the car is pinging to people that its available: hey look at me! Carnet (when it does work) does allow us to set the %limit & set the HVAC (if the car is located in range of Verizon coverage, which in northern New England is a crap-shoot outside of a few miles of the interstate or major tourist town).

I had 2 fellow ID4 owners & a Tesla owner in Vermont willing to come get me IF the car bricked between ME & VT. Something that greatly reduced my anxiety. Because it was unfair to drag the kids across New England within 12 hours, we stayed the night in Maine & it gave us the chance to load our belongings we originally had to leave behind from 2 weeks prior

On Sunday morning, I went to load the car. To my surprise, I discovered a MATCO tool on the back seat floor on the passenger side. Anyone want to venture what this tool is for?

I will venture a guess that this is a panel popping tool.

Then... I went to place this tool in my glovebox to take up with Customer Care. So I open the passenger side door & what do I see wedged in the crack of the passenger side seat?

Where does this belong?

Now I am asking what else is missing from this car?

Also adding that where the infotainment system was originally unresponsive for the lower 75%. Now the screen is 100% unresponsive to the touch of the screen. The screen does "brighten" when a hand approaches, but the touch switches do not respond.

 

[Eric (Oregon)]

Just wondering...what is the name of the Dealer you purchased the car from?

 

[Mark Magiera]

Just wondering...what is the name of the Dealer you purchased the car from?

Shearer in Burlington is where it was delivered. At time of order, I was looking to go through the sales rep, I had gotten my e-Golf with. The pandemic resulted in his getting furloughed & I did not learn of this until after I made the Sept deposit.. They have not needed to see the car since April at the 30 day checkup after delivery & the car had performed fine for 3 months. Since delivery, I've come to understand of some personnel shuffling there at Shearer. It is located 45 min each way from my home & my employment removed the convenience of using them for service. As a result, I am using a dealer closer to my home for future "warranty service" as I was told by VW that work can happen "at any of their qualified dealerships."

 

[Spin]

I am sorry to hear that you (and your car) were treated so poorly. Obviously, this is not the end of the story.

 

[Mark Magiera]

I am sorry to hear that you (and your car) were treated so poorly. Obviously, this is not the end of the story.

Why no Spin, sadly it is not.

We made it back to VT on Sunday (8/1) & on Monday (8/2) I called & got directly connected to a Customer Care Rep. Called up my trouble ticket & formerly and politely made the request to speak with a manager above a "regional Case Manager." The Rep I spoke with was very polite & as she read the notes of my case, she was offering apology after apology (as she read), as if she couldn't believe what she was reading: but there it was...

This manager of managers of Customer Care called me the following afternoon, while I was in the car & we used my speaker phone on my cell. For 45 minutes we chatted about the issues of what happened to date, along with issues at hand. I was told that the ECU that was swapped out would be getting shipped back to Germany to be bench tested. VW wants to know what failed on the unit, great for them: but what about the Infotainment Screen? And the Recall on the Headlights that were not addressed for the last 2 weeks?

Alas, as the "next" warranty issue(s) for service are at a dealer located by me, (1) there is a different regional case manager assigned. (2) the screen has already deemed to be needing replacement (by the ME service) as a Warranty item & sadly (3) there are no screens in inventory in North America and there is no known ETA of when a part will arrive. However the manager/manager (Dani) told (3) me my new (hopefully improved) regional case manager would contact me at the earliest of Thursday, if not by end of business day Friday (8/6).

Not hedging my bets... In due diligence, stopped in at the Service Department of Capitol VW. Spoke with the Service Agent (whom I have known since their working at Shearer & delighted to learn was now at Capitol VW). Before the regional case manager had emailed me on Friday, the local service agent had (1) contacted Prime VW & ascertained specifically the part# deemed needing replacement & got the ball rolling on getting the order in the system to VT. (2) immediately discovered that none are in North America (chip shortage from supplier as the cited reason) with (3) no known ETA. However that they would work with (4) the regional case manager & their own channels to the extent they can. I get it, squeaky wheel gets the grease. Just don't be a Pain in the A.

Friday (8/6) regional case manager Dawn called me at 9:30 AND that the information gotten to her was that the new screen would be routed to arrive either on Monday (8/9) or Tuesday (8/10) of next week. She would follow up be end of day Tuesday (8/10) or before if any new information came about. I was give a "new" case# via email to respond to directly to her IF I needed anything.

Rounding out to the end of this chapter is today: I got a call from Dawn this AM. The screen has not shipped & she is not being provided (on her end) of an ETA. Sadly, she is being directed to hold off inquiring for TWO (2) weeks. Zwei Wochen? Scheiß!

 

[Spin]

The saga continues.......

 

[ericy]

Why no Spin, sadly it is not.

We made it back to VT on Sunday (8/1) & on Monday (8/2) I called & got directly connected to a Customer Care Rep. Called up my trouble ticket & formerly and politely made the request to speak with a manager above a "regional Case Manager." The Rep I spoke with was very polite & as she read the notes of my case, she was offering apology after apology (as she read), as if she couldn't believe what she was reading: but there it was...

This manager of managers of Customer Care called me the following afternoon, while I was in the car & we used my speaker phone on my cell. For 45 minutes we chatted about the issues of what happened to date, along with issues at hand. I was told that the ECU that was swapped out would be getting shipped back to Germany to be bench tested. VW wants to know what failed on the unit, great for them: but what about the Infotainment Screen? And the Recall on the Headlights that were not addressed for the last 2 weeks?

Alas, as the "next" warranty issue(s) for service are at a dealer located by me, (1) there is a different regional case manager assigned. (2) the screen has already deemed to be needing replacement (by the ME service) as a Warranty item & sadly (3) there are no screens in inventory in North America and there is no known ETA of when a part will arrive. However the manager/manager (Dani) told (3) me my new (hopefully improved) regional case manager would contact me at the earliest of Thursday, if not by end of business day Friday (8/6).

Not hedging my bets... In due diligence, stopped in at the Service Department of Capitol VW. Spoke with the Service Agent (whom I have known since their working at Shearer & delighted to learn was now at Capitol VW). Before the regional case manager had emailed me on Friday, the local service agent had (1) contacted Prime VW & ascertained specifically the part# deemed needing replacement & got the ball rolling on getting the order in the system to VT. (2) immediately discovered that none are in North America (chip shortage from supplier as the cited reason) with (3) no known ETA. However that they would work with (4) the regional case manager & their own channels to the extent they can. I get it, squeaky wheel gets the grease. Just don't be a Pain in the A.

Friday (8/6) regional case manager Dawn called me at 9:30 AND that the information gotten to her was that the new screen would be routed to arrive either on Monday (8/9) or Tuesday (8/10) of next week. She would follow up be end of day Tuesday (8/10) or before if any new information came about. I was give a "new" case# via email to respond to directly to her IF I needed anything.

Rounding out to the end of this chapter is today: I got a call from Dawn this AM. The screen has not shipped & she is not being provided (on her end) of an ETA. Sadly, she is being directed to hold off inquiring for TWO (2) weeks. Zwei Wochen? Scheiß!

Urlaub time in Deutschland.

 

[VW TECHNICIAN]

Just so i can follow this thread....screw left out are not something that should be happening..... I would personally ask what parts of inside of the car where open and if there was all necessary parts installed back where it belongs. Don't let this fly ...make service manager and technician involved in this responsible to go all over and document it all over again.... and if they give hard time... hire independent shop to inspect it for you....you will only need note from service department what technician was working on...and it will give good picture of what independent shop technician will need to look for.

 

[Mark Magiera]

I got a call from my favourite Service Agent at Capitol VW. It would seem...

That the Infotainment Screen part has a tracking# in the parts system for VW Service with an ETA to the dealer for 8/23. We've scheduled an 8/25 service for (1) the replacement Infotainment Screen. (2) the recall headlight caps (which they have in stock already). & (3) figure out where the mystery torx bolt belongs.

@VWTechnician. You are right: that does not fly. Even Cap VW agrees. Service Manager would have their ass in a frying pan IF any tech left a bolt on the front passenger side seat AND a tool in the car.

Alas, Prime VW's Service Manager has yet to return any of my calls when they had my car in their bay. AND I do have the name to the tech who worked on the car. So does VW. It is on the repair report for the ECU. They know exactly who worked on this car. I can, see his face on PrimeVW's web page, but I am not going to burn this guy on this forum. Your colleagues must have an opportunity to be trained for this platform, yes? And the gist I get is that it is on the dealers dime.

 

[ixlr08]

Sorry to hear of the continuing issues with your car. At least it sounds like you are finally getting some help in getting your car repaired. It is too bad that Prime VW has not changed their ways with the new ownership.