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Hello all, thank you in advance for any help.
Short version:
My van went into a garage with a the engine management light on. It’s was driving fine, just speed restricted and light on. After having the van for three months and being messed around I decided to get the van back for a second opinion. However when I got the van back it no longer drives. The engine turns on then cuts out. I’ve spoken to VW customer service who were no help, and I’ve emailed VW executives and they were no help. All they said was sorry you didn’t like our service. Is there anything I can do?
Long version:
So the engine management light appeared on my VW T5 07 van so I drove it to a local garage. They looked at it but said they couldn’t get a reading from the cpu so suggested taking the van to a VW dealer in Aberdeen, Clark’s Commercials. I booked it in and rather than drive there on the dual carriageway speed restricted I opted to have the van towed. I explained to Clark’s the previous garage couldn’t get a reading when they tried to diagnose the engine management light and I asked them to find out why. When that was sorted I asked them to then run a diagnosis on why the EML was on.
Clark’s said they’d look at it within a week but it wasn’t until three weeks later that they did, and they started by doing a £150 test to see why the EML was on even though I asked them to do that later. They told me they couldn’t get a reading and I needed to authorise £150 to test the wiring. I was annoyed but said okay and they promised to be in touch. Over the next two weeks they didn’t call and I called them twice for an update. The first time they said they’d call back but didn’t and the second time they told me the wiring was fine. I now needed to authorise £150 to test some modules, they promised an update.
Again over a couple of weeks I didn’t hear back and again despite calling them they didn’t return my calls. After eight weeks of having my van they called me up and said the wiring was fine. The mechanic said over the eight weeks they had my van they had worked eight hours on it, an hour a week basically, and now they needed £150 because they think it might be the wiring after all.
At this point with such awful customer service, and they fact they had already tested the wiring but now said it could be the wiring I started to believe they were just messing me around driving the price up so I contacted VW customer service. VW said they would sort it out and they would call me back within a day or two. A week and a half later after calling them twice more they finally did speak to me. They said they would speak to the garage.
The day after VW customer service spoke to Clark’s the garage rang me up to say they had diagnosed the problem. It was the ECU, wiring harness and electrical box £4300 to replace. After nearly three months of going nowhere I thought it too much of a coincidence that they only found the problem a day after speaking to VW so I wanted the van back to get a second opinion. When the tow truck dropped the van off on my drive I went to drive it to my local garage but it no longer runs.
I rang the garage and asked why my van no longer runs and they said it was towed to them and it was because the ecu had failed. I explained to them it was only towed because it was speed restricted and I didn’t fancy driving it on the dual carriageway and ECU problem or not it was driving fine before they had it so why isn’t it driving now? They promised a call back but never did. I emailed all these details to every VW executive on their media contacts page and one of them returned my email saying they would look into it. They then got back to me saying sorry you didn’t like the service offered, that was it.
So no I’m really in a position where I don’t no what to do, the garage and VW have failed me, my van has been returned in worse condition than when it left and I still don’t no what’s wrong with it. Is there any action I can’t take to make the garage return the van to how it was before they had it at least? Thank you anyone who has any advice. Kind regards Ben
Short version:
My van went into a garage with a the engine management light on. It’s was driving fine, just speed restricted and light on. After having the van for three months and being messed around I decided to get the van back for a second opinion. However when I got the van back it no longer drives. The engine turns on then cuts out. I’ve spoken to VW customer service who were no help, and I’ve emailed VW executives and they were no help. All they said was sorry you didn’t like our service. Is there anything I can do?
Long version:
So the engine management light appeared on my VW T5 07 van so I drove it to a local garage. They looked at it but said they couldn’t get a reading from the cpu so suggested taking the van to a VW dealer in Aberdeen, Clark’s Commercials. I booked it in and rather than drive there on the dual carriageway speed restricted I opted to have the van towed. I explained to Clark’s the previous garage couldn’t get a reading when they tried to diagnose the engine management light and I asked them to find out why. When that was sorted I asked them to then run a diagnosis on why the EML was on.
Clark’s said they’d look at it within a week but it wasn’t until three weeks later that they did, and they started by doing a £150 test to see why the EML was on even though I asked them to do that later. They told me they couldn’t get a reading and I needed to authorise £150 to test the wiring. I was annoyed but said okay and they promised to be in touch. Over the next two weeks they didn’t call and I called them twice for an update. The first time they said they’d call back but didn’t and the second time they told me the wiring was fine. I now needed to authorise £150 to test some modules, they promised an update.
Again over a couple of weeks I didn’t hear back and again despite calling them they didn’t return my calls. After eight weeks of having my van they called me up and said the wiring was fine. The mechanic said over the eight weeks they had my van they had worked eight hours on it, an hour a week basically, and now they needed £150 because they think it might be the wiring after all.
At this point with such awful customer service, and they fact they had already tested the wiring but now said it could be the wiring I started to believe they were just messing me around driving the price up so I contacted VW customer service. VW said they would sort it out and they would call me back within a day or two. A week and a half later after calling them twice more they finally did speak to me. They said they would speak to the garage.
The day after VW customer service spoke to Clark’s the garage rang me up to say they had diagnosed the problem. It was the ECU, wiring harness and electrical box £4300 to replace. After nearly three months of going nowhere I thought it too much of a coincidence that they only found the problem a day after speaking to VW so I wanted the van back to get a second opinion. When the tow truck dropped the van off on my drive I went to drive it to my local garage but it no longer runs.
I rang the garage and asked why my van no longer runs and they said it was towed to them and it was because the ecu had failed. I explained to them it was only towed because it was speed restricted and I didn’t fancy driving it on the dual carriageway and ECU problem or not it was driving fine before they had it so why isn’t it driving now? They promised a call back but never did. I emailed all these details to every VW executive on their media contacts page and one of them returned my email saying they would look into it. They then got back to me saying sorry you didn’t like the service offered, that was it.
So no I’m really in a position where I don’t no what to do, the garage and VW have failed me, my van has been returned in worse condition than when it left and I still don’t no what’s wrong with it. Is there any action I can’t take to make the garage return the van to how it was before they had it at least? Thank you anyone who has any advice. Kind regards Ben
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