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Discussion Starter · #1 ·
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!
 

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ID.4 ProS Gradient Dusk Blue waiting in North Hills?
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I would say quite the contrary. I have had nothing but success with them. The big thing here, I think, is that this is a new platform, new business and a pipeline and process. I think within the limits of available information they do an outstanding job. But as we have seen, this whole platform is a constantly shifting environment. VW and the dealers are 2 different experiences for sure.
 

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I have had VW's since 2002, with every other VW, Customer Care has been the biggest joke. They don't Care at all about the Customer.
BUT, with the ID.4 I have had excellent experiences with the Customer Care folks I have dealt with and I don't even own one yet. They have had correct answers to the questions I have had and if they didn't, they called back when they said they would with the answers.
 
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BUT, with the ID.4 I have had excellent experiences with the Customer Care folks I have dealt with and I don't even own one yet.
I had good experience too. There was a snafu on my "Details" page in our registration and they addressed quickly.
 

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2021 ID.4 First Edition / Dusk Blue
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I'm 'in-between' these extremes. When I reached out regarding software issues and poor documentation (CarNet, manual, etc), they were quite responsive. First, they were proactive in reaching out after my purchase, then they offered to respond to all of my questions (there were many, including frustrations). The problem is they can't resolve some of them: the car was simply released before some details were addressed (putting the manual online, documenting what features are included in CarNet and what one must pay extra for), and before some problems were resolved (infotainment software issues).

It goes a long way when I hear from a customer service rep: Your voice being heard is important to me. I have detailed your dissatisfaction about the software system in our case notes.

However, it also seems as if they could make an overture to FE owners who've agreed to be beta testers and suffer through start-up issues.
  • When the nearest EA charger is 20 miles away, perhaps they could offer to compensate for nearer chargers, or extend the offer to 4 years as the EA network is built-out?
  • When CarNet has so few features, and is buggy for its basic functions, why limit it to 36 months? It's simply curious - and a bit annoying - that Roadside Assist and Information Assist aren't headliner buttons. It doesn't cost much to provide another year or two (honestly, it should be free, as it's a necessity for EV owners). I presume it'll be months before these are addressed;
For some things, the user experience will never be resolved for FEs when it isn't a mere software fix. For others, I'd appreciate greater transparency - will they be addressing Issue "X" with a software release?

I'm generally pleased with my decision to purchase this ID.4 FE, but if I had it to do over again, I'd have waited six months before committing to and ID.4 versus a Mach E or Tesla. I do appreciate VW's efforts to reach out, but it would be nice if it weren't just to listen and record my issues -- but to acknowledge the risk we have taken to shell out $45k for a FE.
 

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Discussion Starter · #6 ·
I have had VW's since 2002, with every other VW, Customer Care has been the biggest joke. They don't Care at all about the Customer.
BUT, with the ID.4 I have had excellent experiences with the Customer Care folks I have dealt with and I don't even own one yet. They have had correct answers to the questions I have had and if they didn't, they called back when they said they would with the answers.
How do contact customer care? BY email, text, phone, FB?
 

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I'm 'in-between' these extremes. When I reached out regarding software issues and poor documentation (CarNet, manual, etc), they were quite responsive. First, they were proactive in reaching out after my purchase, then they offered to respond to all of my questions (there were many, including frustrations). The problem is they can't resolve some of them: the car was simply released before some details were addressed (putting the manual online, documenting what features are included in CarNet and what one must pay extra for), and before some problems were resolved (infotainment software issues).

It goes a long way when I hear from a customer service rep: Your voice being heard is important to me. I have detailed your dissatisfaction about the software system in our case notes.

However, it also seems as if they could make an overture to FE owners who've agreed to be beta testers and suffer through start-up issues.
  • When the nearest EA charger is 20 miles away, perhaps they could offer to compensate for nearer chargers, or extend the offer to 4 years as the EA network is built-out?
  • When CarNet has so few features, and is buggy for its basic functions, why limit it to 36 months? It's simply curious - and a bit annoying - that Roadside Assist and Information Assist aren't headliner buttons. It doesn't cost much to provide another year or two (honestly, it should be free, as it's a necessity for EV owners). I presume it'll be months before these are addressed;
For some things, the user experience will never be resolved for FEs when it isn't a mere software fix. For others, I'd appreciate greater transparency - will they be addressing Issue "X" with a software release?

I'm generally pleased with my decision to purchase this ID.4 FE, but if I had it to do over again, I'd have waited six months before committing to and ID.4 versus a Mach E or Tesla. I do appreciate VW's efforts to reach out, but it would be nice if it weren't just to listen and record my issues -- but to acknowledge the risk we have taken to shell out $45k for a FE.
I think VW will have an obligation to resolve and fix any problems, provide any promised features which are not present at the time I take delivery, and maybe even be generous and compensate me for my troubles on both.

I disagree that I have any reason to ask or expect from VW compensation for missing features (definitely hardware, but potentially software) which were not advertised or for a charging infrastructure which is technically a separate entity. Those were (or should have been) known factors in deciding whether to purchase. I can't knowingly buy a car which lacks a heat pump or a nearby charging station and expect to be paid out for those. That said, I won't turn down anything they choose to offer.

If the risk of the vehicle was too great, I was not forced to take it.
 

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How do contact customer care? BY email, text, phone, FB?
I did it by phone the 3 times I have contacted them. I found the number posted here on the forum and I don't have it handy at the moment.
 

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Discussion Starter · #10 ·
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!
Today is the first time I have received an email from VW since March 20. It informed me my ID4 was in Houston and will be on its way to my dealer. I have watched the progression on my portal and knew it was moving along, but some communication from VW would have been appreciated. I had mentioned to Customer Care several times the issue with the emails but nothing happened until today. Wonder if they read my post here! Now it seems it will take as long for my ID4 to get to Arkansas from Houston as it did for it to get from Germany to Houston!! ;)
 

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Proud FE owner
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Discussion Starter · #14 ·
Well, at least they'll have met my expectations in one way in this 7 month journey.
Believe it or not I received a response from Customer Care in the form of an email. And I also got an email from VW updating me on the disposition of my ID4. Of course neither gave me any indication of when my ID4 will roll into my dealer!
 

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I have had a very bad experience with Customer Care and with VW overall and the Dearlership.. I cancelled my order for ID.4 First Edition. I decided to wait until other small SUV's come out from other companies.
I have owned VW's in the past since 1967 and I still have my 2011 Toaureg.
When I cancelled my order, I only received $400 credit of my total $500 deposit. I have been dealing with VW customer service to get the remaining $100 credit. One rep. told me to upload my credit card statement indicating I only received $400 and if I did so I should receive the credit by Wed. of this week. I did not receive the credit..I received an email this morning telling me it may not be until next week until this is resolved.
 

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Discussion Starter · #16 ·
I have had a very bad experience with Customer Care and with VW overall and the Dearlership.. I cancelled my order for ID.4 First Edition. I decided to wait until other small SUV's come out from other companies.
I have owned VW's in the past since 1967 and I still have my 2011 Toaureg.
When I cancelled my order, I only received $400 credit of my total $500 deposit. I have been dealing with VW customer service to get the remaining $100 credit. One rep. told me to upload my credit card statement indicating I only received $400 and if I did so I should receive the credit by Wed. of this week. I did not receive the credit..I received an email this morning telling me it may not be until next week until this is resolved.
Sorry for your experience. But is is going to be difficult to find anything that will match the ID4 for features and price. Good luck.
 

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ID.4 1st Edition White / Lunar Grey
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Now it seems it will take as long for my ID4 to get to Arkansas from Houston as it did for it to get from Germany to Houston!! ;)
Ha! Hope not. Thankfully if VW is still moving ID.4s exclusively by truck and not rail, that's pretty expedient and should only be two days in transit.
 
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