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After registering 3 months ago for the Good Will Program without receiving anything, I went online yesterday (5/2/16) to find that the registration had expired 2 days prior. I called customer care yesterday and after holding for 55 minutes, I ended up speaking with Garrett C., Customer CARE Advocate, and explained that the situation. He had the correct contact information, vehicle description and VIN. However, he stated that there was no record of the vehicle being registered for the program, and it is now too late. He informed me that there was no way to re-register our TDI without a confirmation number. Unfortunately, any email I may have received had been purged or deleted. I cited the following, According to the FAQ page, item #28 states:

"I lost my confirmation code. Do I need it to register for the Volkswagen Prepaid Visa Loyalty Card and Volkswagen Dealership Card?"

"No, your confirmation code is not required. If you lost your confirmation code you can just re-register by clicking on the โ€œLearn Moreโ€ button on vwdieselinfo.com and you will be prompted to once again provide your contact information and Vehicle Identification Number (VIN).

You can also call Customer CARE at 1-80*-822-**** to obtain your confirmation code."

Garrett put me on hold for another 15 minutes while he supposedly spoke to his supervisor, he informed me that there was a discrepancy with the VIN number, showing that it is not affected by the recall. He stated it required further investigation and I would receive a call back the next business day. I was given the reference #160xxxxxx.

Today I missed his call, which he left a message to call back. No details were given. On hold again, I spoke with someone who put me in touch with Garrett. He now tells me that our TDI IS affected, however it can no longer be registered for the program.

I argued that if their computer system could show a "discrepancy" regarding the VIN, how is it not possible for there to be an error on their end with my registration. His answers from there on out were canned, and I was getting no where. When asked for a supervisor, he stated that I wouldn't get a different answer and they would tell me the same thing. Round and round, trying to reason with Garrett, I was finally able to get his immediate supervisors name, Maurine H., Team Leader. He put me on hold for another 10 minutes after I asked to speak with her. He came back on and stated that HE had reviewed this case with her, and there was nothing they can do. Again, I asked to speak with her and I got the same canned response as before. He finally stated that she would call me back by end of business tomorrow. He refused to allow me to wait to speak with her today. I asked for the manager of the departments information, for which was reluctantly given after several requests. He gave me the name of Dawn Dameron, Department Manager, but claimed to not have any contact information other than a physical business address to which I could send a letter--via snail mail. As this conversation continued, my irritation increased and he became less cooperative, asking me to be 'professional' I requested the same from him, being he initially stated that he didn't have ANY supervisor information to give. As I pressed him for names and contact info, he had initially lied and withheld, ultimately stalling on giving any information as if to wait me out...

So far, I await contact from his immediate supervisor as this situation should be rectified due to an error on their part. It is clearly possible that my registration was attached to the wrong VIN number they expressed had a discrepancy but are unwilling to assume any fault in the situation, seem unwilling to rectify the situation without hassle and complaints.

Reason of review: Poor customer service.

Monetary Loss: $1000.

Preferred solution: To be given the Volkswagen Goodwill package for the emission issues.

Volkswagen Of America Cons: Phone call experience, Took down the complaint and gave me a reference number.

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Geez, your situation is worse than mine. (although it sounds like you also have a better chance for resolution).

I simply was never informed of the program (I never received the mailing, probably because I live in a historic walk-up in downtown Baltimore - horrible mail service).

I would love to know how everyone heard about the program because they say they "advertised" it too.

I found out when I asked my dealership a related question on May 4th...

Argghhh!

If you manage to contact a "supervisor" (they simply told me there WAS NO SUPERVISOR), please forward me his contact info. In the meantime I am contacting as many 3.0 Taureg owners to let them know about the program, this way it will at least cost VW waaaayyyy more than if they had simply done me right on this.

Lance

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