VW Warranty - up! Gearbox

[quincy]

I have an issue with my vw up! Bought used in September 2013 – the car was first registered in June 2012.The gearbox “started to fail” in December 2013 (at 21000miles)and was replaced under warranty by the repairer (a VW retailer - we'll call VWM), followed by a call from them reminding me the car “doesn’t have synchromesh”.

 

Last week and approx 7000miles later, the same problem seemed to have recurred – the initial response from VWM was that it wouldn’t be covered again, they had a look - decided it was the same fault and wouldn’t be repaired under warranty. I was told to pay £360 for them to strip and sent photos to VW for a second opinion.

 

I spoke to VW UK at this point who informed me that VWM had already advised them it was driver error and had given guidance to VW UK to that effect.Goodwill it seems has to come from the repairer *and* VW UK combined, if the repairer won’t help – I’m not going to get help from VW UK , so I’ve been told by VW UK

 

I have spoken to another VW dealer (the one I bought it from), who were very surprised a gearbox would fail after such a short time irrespective of driving style, and an independent VW specialist who also agreed that VWs can be driven by all sorts of drivers, some good some bad, and the boxes not fail – they too were surprised it has failed. They were both even more surprised that the repairer are so sure it was driver error and not a manufacturing or installation fault.VWM said they have decided and there is no second opinion needed.The onus it seems, is on me to prove it wasn’t my fault – in the meantime an approximate additional cost of £2600 has been quoted to repair the car.

 

The fact that it could have been a manufacturer error, install error design flaw or just bad luck seems to have evaded this problem, the easiest solution seems to be make the end user pay.

Proving this was not driver error (I’m 40years old driving a 1 litre car, having never broken a gearbox in over 20 years)may prove difficult, I have also tweeted @VWUKHelp and they say get a second opinion – which I am doing – today at a specialised gearbox garage, if they can confirm it isn’t 100% due to driver error – can anyone advise if this is enough to say to VW it is *not* categorically my fault, the element of doubt being enough to throw doubt onto VWM maintaining it’s my fault in isolation.

 

 

 

Of note, is that a quick Google search throws up several examples of up! Gearbox problems – so why VW are so keen to hide behind the advice of a repairer who frankly seem to have gone out of their way to ensure I don’t get it repaired under warranty is beyond me.

 

The problem is it seems the reverse gear cog and cog that drives it has sheared slightly

[ssparks2003]

Sounds a pretty poor showing from VW, did you purchase in finance?

[porkyp1g]

What vw is it? I go on the passat world forum and there are many current and ex vw mechanics on there, who can post up official service and fault bulletins directly from vw. Armed with this info you can usually get work done foc if they recognise the fault is a known one,

[ssparks2003]

Porkyp1g, it is the VW UP, yep a new one on me; basically its thier citycar so smaller than a polo,

[porkyp1g]

Oh yes, didn't spot that, right up the top there. Then I wonder if there is a similar type forum for them. You could sign up to Passat world anyway and maybe message some of the guys on there who post service bulletins, you never know you may find they can provide you with something you can go on.

[heliosuk]

The query here would be if they did indeed replace the box under the first repair. If it was repaired then the onus for the repair now would lie with the dealer who repaired it however the VW warranty given by dealers is transferable to other dealers in the UK only. If it's a particular part that has failed again then that would be covered by VW's parts warranty so there should not be any issue at all.

 

Being cynical about the skills level of technicians today I'd bet the dealer has cocked something up and doesn't want to foot the bill.

 

In order to move this forward you need to do the following:

 

Look up VW GMBH on Goofle and look around the site where you will find Martin Winterkorns e mail address. Write to him telling him the car is crap and you want a new box, not a repair.

 

What this does is trigger a response from VW GB, not the sub contracted idiots paid to fend customers off who you have been dealing with at the moment.

 

Then you start getting results!!

[quincy]

Thanks for your replies, to keep you updated:The independant specilaist confirmed it was not likely to be driver error - but in fact "clucth drag" he told VW this yesterday.

 

VW UK Tech support called me today to inform me that clutch drag wouldnt cause this - they are wrong, also clutches can't be adjusted - they are wrong here also.The fact the replacement from December may have installed wrong is irrelevant they say, and they have taken that installers word as such.

 

The have closed the case, final verdict being my fault - there is no further discusion they have said.I have decided to take the gearbox to the specialist to repair at a fraction of VWs quote of over £2500 and take small claims route against VW to recoup my financial loss.This has been tweeted on VWUKhelp and i emailed [email protected] as well - yet to get any reply however.

[ssparks2003]

As asked prevoiusly, how did you pay for the car? Creditcard, finance. cash?????

[quincy]

It was paid on credit card (0% offer) second hand from a VW dealer - not the one currently repairing (or not)I will amend formatting on my above post, was sent from phone!

[ssparks2003]

Is there any chance of doing a claim back on the credit card?

[quincy]

I'm not sure this is grounds for that, the car as sold was fit for purpose pretty much?

[ssparks2003]

It has failed very quyickly, the repair that the garage done on it has also failed, so i would not say he car or the rectification was particully fit for purpose.

[heliosuk]

Winterkorn's secretary usually takes a couple of days to reply so if you can, hold back from taking the car away from the VW dealership. Once you do that you are not going to get anywhere. What happens is you get a note from her and a very quick phone call from VW GB.

 

I don't think to date you have been dealing with VW GB themselves but a subcontracted organisation who in reality know Jack **it and are not in a position to assess exactly what has gone on.

 

Ford tried the same thing a few years ago and withdrew the contract pretty quickly if I remember rightly.

[quincy]

Thanks for your help so far, Winterkorn's people have replied to say they have no say but will forward to"the Brand Manager of Volkswagen UK, Mr Robert Hazelwood, for his information"p>

 

Also the twitter team have said they will "forward your concerns along with the details of your previous case to our Executive Office who work on behalf of the Directors of Volkswagen UK and they’ll be in touch as soon as possible"The strip and rebuild fee of over £400 has been waived by the repairer at least....

[heliosuk]

This is standard response from Herr Winterkorns office but what it does do is get it on the big boys radar at VW GB in Milton Keynes. Now a case file will have been raised and they will be talking to the dealer and engineering departments to get the true picture.

 

This is the problem with VW/Audi group in the UK. When there is a problem you don't get to talk with them unless you follow this route.

 

What is likely to follow next is a call from the executive customer relationship centre offering a percentage repair. If the car has never been out of the dealer network then stand your ground. If it has then you need to concede a bit.

 

It's not really clear as to what the fault actually is from the description given so perhaps a bit more detailed info???

 

The good news is that it's now being taken seriously at a very high level.

 

Other factors to bear in mind are to not push your luck and steer well clear of advice about SOGA etc at the moment. Mention that and you'll end up with little or nothing.

[quincy]

head office have said they won't pay - i have the legal dept details. - Will start a moneyclaim shortly

[kenoarsla]

What vw is it? I go on the passat world forum and there are many current and ex vw mechanics on there, who can post up official service and fault bulletins directly from vw. Armed with this info you can usually get work done foc if they recognise the fault is a known one,

 

I would love to know form the technicians how many they deal with. My passat cc has just been diagnosed with possible gearbox rebuilt needed after the clutch part has broken off and ground through the transmission block!

 

I cant attach pictures as I dont have a high enough post count!

[kenoarsla]

head office have said they won't pay - i have the legal dept details. - Will start a moneyclaim shortly

 

How did you get on with the claim against VW? I will be starting mine soon as not happy with the VW brand and would love to know who I can contact if you have some contacts. Thanks