It has been my experience that VW Customer Care is almost useless. They never seem to be able to answer questions and often refer you to somewhere else or the dealer. When I do contact the dealer, often they are slow to respond and when they do they often can not answer my questions either. But it is not unique to VW. I texted a sales person at a Hyundai dealer two weeks ago and it took him almost a week to get back with me and even then he never answered my question!