Is Volkswagen poor at customer service?

QUESTION

Hi John

I have a big issue with my VW Amarok V6 (manual) which I purchased new in February 2021, from a Sydney-based Volkswagen dealership.

First big problem I experienced was at 3000kms on my way to Wagga, when a low oil pressure engine warning light came on, which I stopped to check and found the oil level was okay.

The car has a rattle sound at low revs and a knock from the engine when it warms up, which I can replicate by tapping the gas pedal. The engine idle sounds wrong as well.

The day I picked it up, back in February, I mentioned to the salesman that the engine doesn't sound right, when he advised me to run it in, ‘because it’s a diesel’.

I reported the problem to the dealership and six weeks ago they replaced the oil pump, saying it was a faulty ‘call back issue’ from the oil pump causing the knock. Two days later I returned with the vehicle because the sound still hadn’t gone away.

They have had the car for six weeks in total now, waiting three weeks for oil pump replacement, and they said the rattle in the top end at 1600-1900rpm is normal, suggesting the ‘manuals are tuned differently’. Apparently they cannot reproduce the knock as I demonstrated to them when I dropped it off originally, despite the sales team all hearing it and saying it was not normal.

I have had no communication from service team, only the salesman. No complaint has been lodged to VW until today.

I’ve asked for a new car or refund, or I’ll pay extra for a higher-spec automatic Amarok model if need be. But I don't want the car as I believe the engine parts are worn from a original faulty oil pump.

They told me that my car is only worth $40,000 - $42,000 now as it has 10,000 km on the clock and I paid $52K outright.

I'm happy with the Amarok, but this is my 7th Volkswagen I’ve bought and still get no respect from them.

I'm currently driving my 80 series Land Cruiser as a work car because I cannot even get a loan vehicle off them. I'm having no luck with the dealer either, as they have said Volkswagen Australia needs to honour the value of the trade-in value to help in the purchase of a new upgrade. This is causing a lot of stress for my business and would like your perspective.

I have been in the classic car scene with my Valiant Coupe for over 30 years and built many cars, so I know what a faulty engine sounds like. Please help if you can.

Regards,

Mile

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ANSWER

Hello Mile,

I’m not surprised - Volkswagen and its dealers are specialists at throwing consumers under the bus when there’s a significant problem.

You have rights under Australian Consumer Law, including (in some cases) refund in full or replacement of the vehicle.

The details really matter, including how you approach the situation. My strong advice is to plonk yourself down in front of your solicitor at the earliest available time, and take their advice. I would not be accepting a bullshit trade-in offer until I knew where I stood legally.

Best of luck with resolving the situation.

Sincerely,

John Cadogan

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