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2,9
2 recensioni
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Customer care is non existent. They have no authority to make decisions or escalate. Impossible to contact. Serious safety issues with car doesn’t seem to concern them at all. Have read terrible reviews. Think twice before buying!
I had the misfortune to lose the remaining keyfob for my car. It was parked in a remote area and I contacted 2 VW dealerships enquiring on key replacement. €650 + VAT and I had to get the car to their premises and it would take at least 10 working days, i.e. 1/2 a month at a minimum to receive a replacement.
As my insurer recommended Keycare, I used them but they could not access the final codes and offered me a refund. They said they could apply to VW in Europe to get new fobs but that it would take 5 days probably.
I contacted VW Ireland, as explained the situation, was asked to email which I did, and I asked that the CEO be given the email.
A gem of a PR email arrived explaining that it was not possible to forward anything to the CEO(I wondered if he'd spontaneously combust or have a seizure were he given a complaint by a customer) and over more emails was asked for details of what happened, etc and told eventually that as I had not gone to a VW dealership that they could not help me.
I asked them to send my car details to the key unit wherever it was-I'm guessing Germany- and to cut the key. I explained that it was simple, I was not asking for a compound for human habitation to be built on Mars. I needed a new key. I depend on my car as I'm self employed, but to no avail.
Now, VW makes great cars, always has done, and was renowned for German efficiency, and coming from a Jewish background, I understand German efficiency.
It has lost customer focus, and has allowed dealerships to price gouge on replacements of all sorts. When one walks into a VW dealership, one is acutely aware that if one spends money there that one is paying for vaulted ceilings, light displays, over staffing and customer armchairs. VW needs to stop enabling the dealerships and to demand that customers who are loyal to the brand are treated well. Apparently there's a new CEO of VW Ireland. Perhaps he could kick VW Ireland back into efficiency and care for the customer.
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