I am a 100% behind you on this one. Some dealerships just don’t learn. What ever happened to helping the customer? In the end the customer is one that keeps them in business.

 

Of the three in the area, Performance is the best one though. Try getting an appointment at Olsons!

 

Of the three in the area, Performance is the best one though. Try getting an appointment at Olsons!

Hey Ralf,
Correct me if I'm wrong but aren't you a sales man at the said dealership? Didn't you tell me about tint for the windows when I was returning the shadow blue Touareg? Having to take initial delivery of my Touareg ( off road gary) without the service department touching it because of being afraid of damage is not good.
Yes the dealership bent over backwards to find me a new truck when someone tried to clean the shadow blue one and put swirls in the paint (And thats why it's still on the fore court). BUT THAT WAS WHEN THEY WHERE SELLING ME THE TRUCK. But a quality dealership is more than selling. The after sale service, to the OWNER is more important. I may try Stan Olson's, ( maybe I should of gone there to start with)to see how they fare. Performance service sucks bad and asking $25 for 30 seconds of work is showing zero customer service.

 

Yes, I am that same person, but have no loyalties to Performance VW since they fired me about 3 months ago. But I have a good relationship with the service and parts department.
I've owned VW's since '88 and one thing I've learned in all that time is not to piss off the service and parts department. If you want them to take care of you, you need to build a relationship with them and not be "that customer". Because no matter how much they do for you, you will never be satisfied, so there is no reason for them to bend over backwards for you.
Heck, Duanne just offered to come in early and drive me to work before he even opens so I don't have to wait until next Sat when its convenient for me.
And as far as to why the shadow blue one is still on the lot, its not because of the swirls, its the $56,000 price tag. The silver $54,000 one has been on the lot about 6 months longer.
If you need any help with your Touareg, let me know. I have my own VAG-Com cable and can do some of the mods that you may have read about. Also, I installed my own tow package if you decide you want to get that installed.

 

Ralf,
First I would like to say that, Thank you for your offer and hopefully I can take you up on it.
But
You need to remember that you have a working relationship with the service department and I do not, and if I did, I bet my Touareg that I would not have being ask to pay $25 for the use of the radio removal tools, do you?
I think the Duanne is a very cool guy and I don't think it was his decision to charge me but it happened there you go.
"that Customer" as you say.
The thing is customer service is what it's all about, If you ask my sales man, a lot of my questions I asked when I came in to buy the Touareg was about the service department and after sales care which I was assured that it is the best! All I have to say is not in my case.
If the service department had done the jobs right I guess the relationship would have started to build.....
Who is going to buy the shadow blue at full price with swirls in the paint. I took one look at that truck the night I came to pick it up and laugh you may remember everyone was saying how nice it looked and I asked don't you see the swirls oh yeah one guy said thats normal he continued, not on my life was I going to take ownership of it. I think no one else would but that was down to the person who washed it with sand in the water bucket.
My wife and daughter was going to buy their new Passat and Jetta from Performance, but not now..
I do love my truck it's a dream to drive my only hope is to find a service department that does as it name states.

 

I always hated selling dark colored cars. No matter how careful the wash guys were, there would always be swirls in the paint. A lot of the times the wrap guard would come loose during shipment and dull the paint where it rubbed against the paint. It was pretty frustrating since we were expected to deliver perfect cars.
As far as a working relationship, yes I guess I have a good relationship since we worked together. But I wasn't always a salesman. I have been a VW enthusiast since '88 and had a chance to build great relationships with my service and parts department without working with them.
After retiring from the military, I thought I would try my hand at sales. Having been on numerous e-mail lists and forums, the number one complaint has always been the dealers and their lack of service and the total lack of knowledge of the sales staff. I thought I could at least try and be one of the informed sales guys and give accurate info to the customer. I did that, but that didn't help me sell cars. Had lots of people thanking me for the informed information that I gave them and lots of compliments as to how much I knew about the product, but if they didn't buy from me, they were just friends and not customers. The guys that are successfull are good at selling. They have basic knowledge about the vehicle and can convince the customer to buy.
As far as you not buying from Performance for your wife and daughter, I say give them a chance. Since you are repeat customer, they are more likely to skip all the bull and get right to the point since you already went through the negotiations with your truck. What I would do is go directly to Greg and tell him what you want and want to skip all the negotiations. Its all a waste of time if you go to another dealership. They don't know you and you have to start right from step one. One other thing to consider is that Performance has been open less then a year and is in the top ten percent for US sales. The only way to do that is sell cars and not all deals made money. Most of my deals were mini's, meaning that most were sold at or near invoice price.
Good luck.

 

I've actually had excellent service from Performance. Above and beyond to help me with any issue. Duane takes his customer service very seriously from what I can tell. Sorry you felt slighted.

 

"Sorry you felt slighted"
Are you for real I guess you did not read the posts above.
Putting swirls in the shadow blue paint is telling me that they think I am an idiot or they are incompetent of washing a vehicle.
Drilling a hole in the A pillar after waiting 6 months for the parts to be ordered is telling me that they just have no regard for peoples property or they are just incompetent.
Asking me to pay $25 for 30 seconds of work .......PRICELESS.....
Telling me that it would take 3 yes THREE hours to install an IPOD adaptor is not right. We all know it can be done in less that an hour. Dealerships should not try to rip people off.
If you got good service from them, then I am happy for you, But I did not and charging to pull the radio was the last straw for me.
By the way I received my radio removal tools from Spockcat for $15 you do the math
Thanks Spockcat

 

The paint issue is total BS and I would have not excepted that either. But as far as them chargin you to pull the radio I even would have expected that. They have to pay the guy doin the job so they need to make money on the service. I can't comment on the adapter install for It is not something I am looking to do in my Treg. So the time frame I can't comment for I have no idea how long it would take. It is possible they have never installed one before and don't know either. I am not defending this dealer for I don't know them, I don't even live in your state. It sucks you had to go through the other issues of incompetance but hopefully you will find another dealer to your liking. The one issue we have being VW owners is there are not many dealerships around like you got Chevy and Ford, so our choices are not as great and that really sucks. You unfortunately have to make the best with what you got. I still don't know how my dealer really is for I have not needed anything done other then standard service, so I am just holding out. I only have two other options.

 

Yeti,
$25 is just too steep in my eyes for what is involved. If I never had the problems that did with the dealership I may of paid them but I still would of walked away feeling cheated. I think no goodwill was shown to me at this dealership. Anyway I will be getting my adaptor in a few days so I'll let you know how long it takes to install.

 

Getting to know the mechanics helps too, since they are the ones that actually do the work and own the tools.

 

The dealership buys in the IPOD adaptor for around $100 or less, then they sell them @ $150 then they want you pay $25 to unlock the radio for you so you can install the adaptor that you just brought from them. As customer I called that being asked to bend over for the SOAP..... and smile... Maybe the dealership should stock the removal tool so that a customer like myself can purchase them, along with the adaptor. Instead they but road blocks in the way to try to RIP YOU OFF!!!!.. Or maybe the dealership should just show some good old fashion CUSTOMER SERVICE.. And this is why people are doing their own oil changes and brake jobs... Customers are sick of being took for a ride.
$100 / 60 *3 = $5 that right $5 is what I should of been charges not no stinking $25.
They forget that we pay them for a service. What do we have to do? Get on bended knees and chant " WE'RE NOT WORTHY....WE'RE NOT WORTHY...."
I think not.
But like I said before I have my own tools now. elvic_thrust:

 

Have you tried reporting the dealer to one of VW's corprate offices?

 

selnash,

I don't blame you for the paint isssue but do you honestly think those guys in service have the time to drop everything everytime someone comes in and wants a radio removed or the like? They would never get anything done. I'm wondering if $30 is probably the minimum charge to do anything.

Now I'm not saying that your experience has not been favorable to you. Mine purpose was to balance this thread out by showing that not everyone has had bad experiences at this dealership (so far).

 

selnash,

I don't blame you for the paint isssue but do you honestly think those guys in service have the time to drop everything everytime someone comes in and wants a radio removed or the like? They would never get anything done. I'm wondering if $30 is probably the minimum charge to do anything.

Now I'm not saying that your experience has not been favorable to you. Mine purpose was to balance this thread out by showing that not everyone has had bad experiences at this dealership (so far).

RB,

"do you honestly think those guys in service have the time to drop everything everytime someone comes in and wants a radio removed or the like?"

From the post above:

I phone them the day before to see if they would let me have use of the radio removal tools, and they told me that I could.

"Mine purpose was to balance this thread out by showing that not everyone has had bad experiences at this dealership (so far)"

From the post above:

If you got good service from them, then I am happy for you, But I did not.
But like I said before I have my own tools now.

 

One nice thing about this site is finding other owners that are willing to help each other out. So if anyone needs use of VAG-COM in the Omaha area, you can contact me. I also installed my own trailer hitch and wired the rear fog light while I was at it, so if anybody needs help then let me know.

 

Things like this the dealership should allow the customer to borrow the keys as long as they leave the proper credentials with them (i.e. driver license) just my 2 cents

 

So when he breaks something while removing the radio while using the dealerships tools, should the dealer allow a warranty repair? What if he bent the keys because he didn't know how to insert them properly and you were the next customer in line that needed to get your radio removed to get your new IPOD adapter installed. Of course now the service advisor tells you that you'll have to wait a week because they had to order new ones because they lent their tools to another customer.
The other thing. How many people have had issues with their Touareg simply because the Nav radio wasn't seated properly? There have been lots of posts where the fix was to seat the radio.

 

"So when he breaks something while removing the radio while using the dealerships tools, should the dealer allow a warranty repair?"

Now I know you have heard of bummer to bummer warranty for four years. Plus the adaptor is a user installable part..

"What if he bent the keys because he didn't know how to insert them properly and you were the next customer in line that needed to get your radio removed to get your new IPOD adapter installed. Of course now the service advisor tells you that you'll have to wait a week because they had to order new ones because they lent their tools to another customer."

Come on NOW... we're not working the space shuttle.. even a six year old knows that a key will not turn in a solid slot, and as for waiting a week, well maybe the dealership should have more than ONE SET.

"The other thing. How many people have had issues with their Touareg simply because the Nav radio wasn't seated properly? There have been lots of posts where the fix was to seat the radio".

The UPS guy did not drop off my adaptor until around 6PM, so I didn't start the install until 6:30 and I was finished by 7:30..... I have to tell you it's no THREE HOUR JOB and still have straight RADIO REMOVAL TOOLS. The hardest part was drilling the glove box.

Like Ralf said owner should help owners and if anyone need help installing an ipod adaptor OR THE USE OF RADIO REMOVAL TOOL FOR FREE LET US :hug:
KNOW
Ralf when are we going for a beer? :hug:

 

Not everybody is mechanicaly inclined, so there could be somebody on here that tries to remove their radio with the borrowed tools and bend them. I remember reading a post where the user couldn't figure out how to release the tools from the radio. Not saying you couldn't figure it out, but there are some that can't. Besides, seems like nobody RTFM anymore and then won't be able to figure out how to reset the security code.
We'll have to get together some time.

 

This time they have stripped my lower oil pan $2200 to fix

They have done it to me again!!!
Against my own judgment I went back to the dealership in hopes that things had changed so I had my 13000K oil change done at performance here in Omaha, everything seemed fine. I just got back from my 18000K only to be told that the oil pan plug had been cross threaded from the last oil change and that I needed a new oil pan at a cost of $2200 .

VW customer service has said they would look in to the matter I guess I will need a lawyer!!!

Updates to follow

 

2 Questions:
1. Who did your last oil change?
2. If it's not the dealership's fualt, Why don't you buy a $10 tap and go to a standard plug?


I have had some bad expieriences with dealers also, I know where you are coming from, but customer service is not what it used to be. It seems like you have to literally walk on eggshells for them just to try to get anything done. Now God forbidd you actually complain about this screw up with the plug, (if they did it).

Best of luck

 

1. Performance VW of Omaha performed the last oil change that resulted in the damage to the oil pan threads.
2. It is the dealership that is responsible for the damage and they should fix it. Having said that they told me, they don’t want to fix it. They did say they would tap it… buts that not factory spec. I just want my vehicle back to the same state it was before they damaged it.
The truck has been to two dealers for service since delivery, Performance and Stan Olsen both are VW dealers and have VW service centers. It was Stan Olsen who told me about the damage that performance has done at the time of the last oil change. This is not the first time that the Performance VW has messed up and tried to hide the fact…
If you take your vehicle for an oil change, you should not have to go and take the vehicle apart again just to see if they have done the job right!!!
All I know is that I have to spend $2200 for the repair plus $500 for a rental so I can do my job.
VW of A has told me that the vehicle will not be covered under warranty until this is fixed.

 

You know what the beggest rip off is from VW?
You install your own hitch and then have to go to the dealer and Pay $110 to have the light work correctly beacause they were set on european

 

I think this calls for us start a new thread, How did you get ripped off from the dealer?

 

Not so much the dealer but VW of A
It is rediculous for VW of A to deliver US vehicles with european trailerlight programming. This should be an automatic free fix. Not a $110 cost on top of a very expensive hitch to begin with.
Maybe other feel the same way? Write a letter collectively?