For the past five years…
STORY:
For the past five years I have driven a VW Touran 1.9 TDI and I can honestly say it’s been one of the best cars I have ever had but… For this to happen, I will never own another VW again. Please read on.
The Turbo completely shattered with the spindle breaking, causing metal filling to go into the Intercool and with a broken oil seal too, all the engine oil was pumped into the exhaust and so the catalytic converter now is deemed dead too.
On being recovered to my VW Main Dealer, the net results were that they wanted to replace the turbo, the intercooler and the exhaust system. A new Turbo, a new Intercooler and complete exhaust system PLUS the labour cost – I was given a figure of £3100.
My car is five years old with 54,500 miles on the clock. I have done everything VW as a company has asked me to do. It has been fully serviced at a VW main dealer and only by them even to the point they have carried out the two MOTs on the car as well.
I have called VW in the UK and they have stated that “This is Life” and I am outside any good will period.
But they did question me if I ever had any previous Volkswagens as justification on the decision to offer additional goodwill. Unfortunately they stated that because this was my first VW, there was no further justification to offer additional goodwill.
Therefore I was not a loyal customer in their eyes.
They continued and stated:
“Naturally, any component failure is disappointing and repair costs are always unwelcome. Therefore, after the expiry of the warranty, Volkswagen operates a goodwill scheme to assist towards repair costs. Each situation regarding goodwill assistance is evaluated on an individual basis with consideration given to the previous repair history and the owner’s compliance with our scheduled maintenance requirements. Moreover, the vehicle’s age and mileage are taken into account.”
They continued:
“That it is not possible however to make a general statement about the service life of an engine or any other vehicle component. There are a number of factors which can have an influence here. Moreover, each car has its own history of usage, and none is entirely alike.”
The Touran has an on-board computer, which tracks the car, it’s also programmed with its long life service program and therefore it MUST monitor and track how the car is driven as it tells you when these service periods are due. No two service periods are the same; I can prove this over my five years driving my VW Touran.
When I questioned VW on the following items, they simple stated “We can not give you this information.”
What is the MTBF (mean time between failures) of the turbo?
Is this type of failure common?
What can cause this type of failure?
How many Turbo failures do VW see?
What else could I have done in looking after my car?
What are your goodwill parameters?
How many VWs do you have to own to become a loyal customer?
I cannot accept that this five-year-old car that has been fully maintained by VW with less than average mileage can have such a catastrophic failure and to be told by VW UK that I am not a loyal customer – I think this is totally and utterly outrageous.
Are you thinking of buy a VW Car… Please think again.