Getting VX to do warranty work like blood out of a stone?
Discussion
I bought a 61 reg Astra 2.0 CDTI in February and not long after getting it I noticed a problem with the gearbox: generally speaking gear changes are seriously notchy and a lot of the time, although not all of the time, the car almost feels like it's crunching/grinding into gear. There is also a whining noise that is clearly apparent in 3rd and 4th gears. As well as this the car will intermittently not go into first gear (which isn't fun when you're first in line at a set of traffic lights), the stick will go halfway into the gear and then you hit a wall, getting it into gear then involves going down into second and then back into first or taking it out, lifting the clutch and trying again.
The car has been to 2 Vauxhall dealerships under warranty (Evans Halshaw Vauxhall and Drive Vauxhall) and the service technicians at both dealerships have said that they can't fault the car although when speaking with them, both of them have, in words, acknowledged that the gearbox is notchy, and when commenting on the whining, one of them said that it "sounds just like a Vauxhall to me".
I have just booked it into a third dealership to be looked at next week (Sherwoods Vauxhall) and since booking it in I've been to a gearbox specialist to get their opinion and after a 5 minutes drive of the car the guy said straight away that there is definitely a bearing noise and that the bearings are basically shot, and that there is also a clicking/clunking noise when you let off the throttle (which I had noticed but didn't know what it was), which is the shaft moving inside the gearbox, which would also be the reason why I'm having problems engaging gear because the shaft won't be aligned properly. Apparently he's only just done the same job on a 60 reg Insignia last week with the same 6 speed gearbox at a cost of £550, he says they're known to have problems and the bearings generally start to go after 40,000 miles. He said he'd be willing to write and sign a report to show to Vauxhall himself. Do you reckon this'll be enough to get Vauxhall to change their tune?
The car has been to 2 Vauxhall dealerships under warranty (Evans Halshaw Vauxhall and Drive Vauxhall) and the service technicians at both dealerships have said that they can't fault the car although when speaking with them, both of them have, in words, acknowledged that the gearbox is notchy, and when commenting on the whining, one of them said that it "sounds just like a Vauxhall to me".
I have just booked it into a third dealership to be looked at next week (Sherwoods Vauxhall) and since booking it in I've been to a gearbox specialist to get their opinion and after a 5 minutes drive of the car the guy said straight away that there is definitely a bearing noise and that the bearings are basically shot, and that there is also a clicking/clunking noise when you let off the throttle (which I had noticed but didn't know what it was), which is the shaft moving inside the gearbox, which would also be the reason why I'm having problems engaging gear because the shaft won't be aligned properly. Apparently he's only just done the same job on a 60 reg Insignia last week with the same 6 speed gearbox at a cost of £550, he says they're known to have problems and the bearings generally start to go after 40,000 miles. He said he'd be willing to write and sign a report to show to Vauxhall himself. Do you reckon this'll be enough to get Vauxhall to change their tune?
It didn't come from a main dealer but I'll take it up with Vauxhall themselves as you've all suggested if I don't have any luck at the dealership next week. I also know someone with a Corsa VXR which I think is fitted with the m32 gearbox and he's had problems with second gear. His is a 62 plate with 5,000 miles on the clock and the dealership has said there's nothing wrong with it.
Crafty you're right, if there's a fault with the gearbox the whole thing gets replaced, which means they have order in a replacement. The defective box then gets sent to VX themselves to be inspected, and I'm not quite sure but I think that might mean it gets sent to Germany? I don't understand why it wouldn't be easier for their technicians to strip the box down and send pictures of the faulty part to Vauxhall.
I wonder if this is part of the reason why dealerships are reluctant, because it's a drawn out hassle that's going to last over at least a few days.
I wonder if this is part of the reason why dealerships are reluctant, because it's a drawn out hassle that's going to last over at least a few days.
dave_s13 said:
And was it bought from a VX dealer or a random garage.
The VX lifetime warranty is non transferable so if you bought from the latter then it'll be a struggle...it'll be a struggle either way actually. There's been a few threads on here about VX being a pig to deal with.
I originally bought the car from a random garage (Stoneacre Fiat) and the car isn't still under the lifetime warranty with me not being the first owner, but it is still under Vauxhall's 3 year warranty.The VX lifetime warranty is non transferable so if you bought from the latter then it'll be a struggle...it'll be a struggle either way actually. There's been a few threads on here about VX being a pig to deal with.
windy1 said:
I remember I had some photos of the car on my drive:
wiring loom 018 by windy911, on Flickr
wiring loom 016 by windy911, on Flickr
wiring loom 012 by windy911, on Flickr
The knackered bearings
wiring loom 003 by windy911, on Flickr
wiring loom 002 by windy911, on Flickr
How much did the bearings cost you and how long did it take you? Props for being able to do it by yourself I'd be completely stumped, and you're not the only person I've heard mention about the gearbox oil being no good. The only thing with putting different thicker stuff in is that Vauxhall will then probably turn around and say it's not an oil approved by them, when it comes to warranty.wiring loom 018 by windy911, on Flickr
wiring loom 016 by windy911, on Flickr
wiring loom 012 by windy911, on Flickr
The knackered bearings
wiring loom 003 by windy911, on Flickr
wiring loom 002 by windy911, on Flickr
I've just got back from the third Vauxhall dealership and they've also stated that they "can't fault the car" sadly. After one of technicians had first been out in the car by himself I asked if I would be able to go out in the car with one of the technicians; the technician drove, and the first thing that I'd like to say is that this guy almost wrote us off on a duel carriageway trying to move into the left lane without checking his blind spot resulting in a long resounding beep from the other car.
Anyhow, the technician admitted that there is a whining noise coming from "somewhere" according to him, but he isn't willing to do anything about it because he is saying that there is nothing wrong with the gearbox - this is really baffling me? He has also admitted that he can hear a clunking noise when he lets off the throttle but he thinks it's the clutch. I tried stating that I had been to an independent gearbox specialist and explained that he had driven the car and found the gearbox bearings to be whining and the shaft inside the gearbox to be moving, making a clunking noise when you let off the throttle. They're completely disregarding this, saying that they're not willing to accept any information/evidence/knowledge or anything at all from anybody other than from themselves. FWIW I stopped off at the gearbox specialist on the way home and asked if he'd be willing to write out a report for me which he is going to do and sign.
I've just now phoned Vauxhall customer services themselves and spoke to what I can only describe as a horrible woman. I was trying to be as polite to her as a I could when I was explaining everything but the way she spoke to me and her tone of voice was disgusting so I asked I could speak to someone higher up and so I got put on to her manager who was much nicer to speak with. After chatting with her, and as polite as she was, all she has basically recommended is for me to drop the car off and leave it at one of their dealerships for a couple of days. She has also said that the dealership can take the car apart but I have to approve for them to do so, to an end where, if they don't find a manufacturer's fault, I have to pay for the the costs of the labour, which even she admitted on the phone to me is a catch 22. I'm now thinking though that this is the only route that I have to go down. Surely with all the problems I'm having I can only be 99% sure that a fault's going to show up if they strip it apart. But it's absurd that I'm basically going to have to front the costs.
Anyhow, the technician admitted that there is a whining noise coming from "somewhere" according to him, but he isn't willing to do anything about it because he is saying that there is nothing wrong with the gearbox - this is really baffling me? He has also admitted that he can hear a clunking noise when he lets off the throttle but he thinks it's the clutch. I tried stating that I had been to an independent gearbox specialist and explained that he had driven the car and found the gearbox bearings to be whining and the shaft inside the gearbox to be moving, making a clunking noise when you let off the throttle. They're completely disregarding this, saying that they're not willing to accept any information/evidence/knowledge or anything at all from anybody other than from themselves. FWIW I stopped off at the gearbox specialist on the way home and asked if he'd be willing to write out a report for me which he is going to do and sign.
I've just now phoned Vauxhall customer services themselves and spoke to what I can only describe as a horrible woman. I was trying to be as polite to her as a I could when I was explaining everything but the way she spoke to me and her tone of voice was disgusting so I asked I could speak to someone higher up and so I got put on to her manager who was much nicer to speak with. After chatting with her, and as polite as she was, all she has basically recommended is for me to drop the car off and leave it at one of their dealerships for a couple of days. She has also said that the dealership can take the car apart but I have to approve for them to do so, to an end where, if they don't find a manufacturer's fault, I have to pay for the the costs of the labour, which even she admitted on the phone to me is a catch 22. I'm now thinking though that this is the only route that I have to go down. Surely with all the problems I'm having I can only be 99% sure that a fault's going to show up if they strip it apart. But it's absurd that I'm basically going to have to front the costs.
papa3 said:
Can you clarify/confirm a few bits for me please;
Bought in Feb 14?
Mileage when bought?
Mileage now?
Service history, is it intact and completed by a Vx Dealer?
Bought outwith the Vx network?
Bought cash/finance (dealer)/credit card?
Have you recorded your contacts with VX network to date?
Thanks
Hi Papa, yes it was purchased in February 2014. Mileage was 38,XXX and the mileage now is 59,XXX.Bought in Feb 14?
Mileage when bought?
Mileage now?
Service history, is it intact and completed by a Vx Dealer?
Bought outwith the Vx network?
Bought cash/finance (dealer)/credit card?
Have you recorded your contacts with VX network to date?
Thanks
Part service history, although regarding the gearbox this shouldn't make a difference as it doesn't get serviced.
It was purchased, on finance, from Stoneacre and I have written down the basics of my dealings with the dealerships and customer services.
Thanks Papa and I do get what you're saying Crafty but if I could go direct to Vauxhall themselves I would and I really wish I could because I think I would get better treatment, the way it is now Vauxhall customer services are referring me back to the dealer because they're saying that's the way it works, but I just think the dealers really don't care.
It is worth saying that the manager from Vauxhall customer services who I spoke to on the phone has said that even though it is running out of warranty soon (in the next week or so I think), they're not going to turn around and say they want nothing to do with it, as she does appreciate that I did report it well before the warranty expired.
papa3 said:
Unfortunately there is an element of truth in that the dealers DON'T care. They haven't had anything out of you or your vehicle, you aren't "Their" customer and rightly or wrongly that is what you are up against.
Which is sad because it puts myself and others around me off from buying a car from any of those dealers in the future, and at that another Vauxhall at all.Dodsy said:
This wont help at all but I feel your pain. I am having a similar issue with Jaguar on my XJR Gearbox. Dealer says its 'within expected parameters' , and Jaguar customer services basically told me to go away and stop bothering them.
The whole car vibrates badly at ~1600 RPM which equates to around 60MPH . It feels like a badly out of balance wheel , it makes a fair bit of noise too. But apparently this is ok and perfectly normal for a luxury barge.
I think all manufacturers are clamping down on warranty work now, but I think its pretty bad when you ring said manufacturer and they clearly couldnt give a rats arse about your problem. Customer service isnt what is used to be,
Maybe I'll try Mercedes for my next car as I wont be going for another Jag.
Definitely not at all what I'd expect from a company like Jaguar, it's disappointing more than anything.The whole car vibrates badly at ~1600 RPM which equates to around 60MPH . It feels like a badly out of balance wheel , it makes a fair bit of noise too. But apparently this is ok and perfectly normal for a luxury barge.
I think all manufacturers are clamping down on warranty work now, but I think its pretty bad when you ring said manufacturer and they clearly couldnt give a rats arse about your problem. Customer service isnt what is used to be,
Maybe I'll try Mercedes for my next car as I wont be going for another Jag.
On another note the clutch pedal on my car is really squeaky/creaky and when I was at the dealership yesterday I asked the technician if they'd be able to put a new pedal box in, he said that all it will need is grease spraying on it, and that he's "not going to put a £300 pedal box in for a squeak". I then asked him if he'd be able to spray some grease up there and his reply was "yeah ok, as long as I don't have to take apart the dash above the pedal to get at it and can just spray grease behind the pedal how it is", as presumably he couldn't be bothered? One day later and the squeak is still there.
These are the kind of people I'm dealing with.
These are the kind of people I'm dealing with.
Earlier tonight I managed to record the whining noise the gearbox is making (with my friend holding the phone). I've just uploaded it on YouTube so you can all see. The noise in the video shows up at around 1750 rpm in third gear at 33mph (around 11 seconds) but it is not gear or speed specific, it also shows up at different speeds in different gears, and also disappears when I dip the clutch. Watch the whole video and you can tell straight away when the whine kicks in.
http://youtu.be/IZI5oDaPnPY
Please bear in mind that this is a mobile phone recording and the fact that there is road noise/tyre roar in the background just highlights how bad the whine is that you can hear it in the the video; in real life the whine is much more prominent and seems even louder.
http://youtu.be/IZI5oDaPnPY
Please bear in mind that this is a mobile phone recording and the fact that there is road noise/tyre roar in the background just highlights how bad the whine is that you can hear it in the the video; in real life the whine is much more prominent and seems even louder.
In the second dealership I've been to I went out in the car with the technician with me driving. Lo and behold the first thing that happened in the car park upon starting the engine up and attempting to pull out of the parking space is that the car wouldn't go into first (when it happens the stick only goes half way into the gate and then hits a wall). I demonstrated it to him straight away saying look I'm pushing on the stick and it just won't go in and I showed him me taking it out lifting the clutch up and successfully getting it into gear second time round. Throughout the whole time he sat there and didn't say a word but I was thinking yeah you know I'm right. I told the service manager at the dealership when we got back and she said it has to happen when one of them is driving it.
In the third dealership I've been to most recently the technician was saying that he wasn't experiencing any problems, and was generally trying to avoid/ignore my questions about it intermittently not going into first gear (it's pretty mutch happening a couple of times a day now), but I kept pressing him about it saying what am I supposed to do, am I supposed to just live with it and that more than anything it's dangerous and it can cause a crash. His answer was: "when it happens take it out of gear, lift the clutch up and try again".
In the third dealership I've been to most recently the technician was saying that he wasn't experiencing any problems, and was generally trying to avoid/ignore my questions about it intermittently not going into first gear (it's pretty mutch happening a couple of times a day now), but I kept pressing him about it saying what am I supposed to do, am I supposed to just live with it and that more than anything it's dangerous and it can cause a crash. His answer was: "when it happens take it out of gear, lift the clutch up and try again".
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