Dealership unable to diagnose & treat EVAP problems
Last Thursday (eight days ago) I took my V6 TReg to my dealership for a 10K service. The check engine light was on and I brought that to their attention. Turns out they had to keep the car to diagnose the problem (so they rented me a car from Enterprise). First the service people coudn't understand what the code generated by the warning light meant. To get that info they had to call in a VW technician who wasn't even able to get in to look at the car until this Monday. When he did get there the machine they needed was unavailable. Finally the car was diagnosed with an EVAP leak. Yesterday (1 week later) when I stopped by they told me they were trying to find the leak and had no idea when the car would be done. Today I called and the service manager said he was putting a call into a VW regional manager or something, and that my car would not be ready today. Net result, I have been w/o my TReg for over a week and I have no idea when I will be getting it back. So much for my weekend road trip.
To add insult to injury, aside from the first day, nobody at the service center took the initiative to call me to keep me posted. Rather, I had to call them twice a day -- first to check status in the early afternoon and request a call back later in the day, and second to get a status since my call was never returned. One day I called and seemingly no work had been done on the car that day at all -- it just fell through the cracks!
All in all it makes me uneasy to have paid all this money for a new car and having to: 1) be dealing with this stuff so early, and 2) the service centers apparent complete lack of customer service skills. I mean, outside of the Phaeton (which I haven't seen too many of on the road), the TReg is VW's highest end car. Shouldn't it's owners be treated accordingly? Mind you, I don't blame the car -- love it -- I just think the service infrastructure at my dealership isn't quite ready to handle Touareg problems.
Last Thursday (eight days ago) I took my V6 TReg to my dealership for a 10K service. The check engine light was on and I brought that to their attention. Turns out they had to keep the car to diagnose the problem (so they rented me a car from Enterprise). First the service people coudn't understand what the code generated by the warning light meant. To get that info they had to call in a VW technician who wasn't even able to get in to look at the car until this Monday. When he did get there the machine they needed was unavailable. Finally the car was diagnosed with an EVAP leak. Yesterday (1 week later) when I stopped by they told me they were trying to find the leak and had no idea when the car would be done. Today I called and the service manager said he was putting a call into a VW regional manager or something, and that my car would not be ready today. Net result, I have been w/o my TReg for over a week and I have no idea when I will be getting it back. So much for my weekend road trip.
To add insult to injury, aside from the first day, nobody at the service center took the initiative to call me to keep me posted. Rather, I had to call them twice a day -- first to check status in the early afternoon and request a call back later in the day, and second to get a status since my call was never returned. One day I called and seemingly no work had been done on the car that day at all -- it just fell through the cracks!
All in all it makes me uneasy to have paid all this money for a new car and having to: 1) be dealing with this stuff so early, and 2) the service centers apparent complete lack of customer service skills. I mean, outside of the Phaeton (which I haven't seen too many of on the road), the TReg is VW's highest end car. Shouldn't it's owners be treated accordingly? Mind you, I don't blame the car -- love it -- I just think the service infrastructure at my dealership isn't quite ready to handle Touareg problems.
