Socket left in gearbox after new clutch
Discussion
Not me but on behalf of a friend.
Last year he had a clutch replaced on his VW Transporter T6, by a VW Main dealer. He wasn't happy with the customer service and when he got the van back it was making a strange noise from the engine. After a week he took it back and left it with them again. They said nothing was wrong with the vehicle and the noise was just the parts bedding in and it had gone.
He logged a complaint about the customer service, which is still on-going.
He didn't drive the van much for the next 6-9 months, but the noise would come back for a bit and then go, with no regularity.
Recently it came back and got louder and the clutch started playing up. He took it to a different dealer who found a 10mm socket in the gear box, the clutch damaged, the thrust bearing and the casing scored.
The second dealer sent the findings and the first dealer is saying they need to inspect the vehicle and want it delivered to them un-repaired. The second dealer needs the space so need it gone and will fit a new thrust bearing and clutch (at my friend's cost) so he can drive it to the first dealer.
He has escalated to VW Head Office, but nothing back.
Where does he stand on getting the gearbox and other components replaced? Understandably he isn't happy about having to pay for thier mistake and also there could be damage to other components that won't be found without a strip down.
Last year he had a clutch replaced on his VW Transporter T6, by a VW Main dealer. He wasn't happy with the customer service and when he got the van back it was making a strange noise from the engine. After a week he took it back and left it with them again. They said nothing was wrong with the vehicle and the noise was just the parts bedding in and it had gone.
He logged a complaint about the customer service, which is still on-going.
He didn't drive the van much for the next 6-9 months, but the noise would come back for a bit and then go, with no regularity.
Recently it came back and got louder and the clutch started playing up. He took it to a different dealer who found a 10mm socket in the gear box, the clutch damaged, the thrust bearing and the casing scored.
The second dealer sent the findings and the first dealer is saying they need to inspect the vehicle and want it delivered to them un-repaired. The second dealer needs the space so need it gone and will fit a new thrust bearing and clutch (at my friend's cost) so he can drive it to the first dealer.
He has escalated to VW Head Office, but nothing back.
Where does he stand on getting the gearbox and other components replaced? Understandably he isn't happy about having to pay for thier mistake and also there could be damage to other components that won't be found without a strip down.
Wildfire said:
Not me but on behalf of a friend.
Last year he had a clutch replaced on his VW Transporter T6, by a VW Main dealer. He wasn't happy with the customer service and when he got the van back it was making a strange noise from the engine. After a week he took it back and left it with them again. They said nothing was wrong with the vehicle and the noise was just the parts bedding in and it had gone.
He logged a complaint about the customer service, which is still on-going.
He didn't drive the van much for the next 6-9 months, but the noise would come back for a bit and then go, with no regularity.
Recently it came back and got louder and the clutch started playing up. He took it to a different dealer who found a 10mm socket in the gear box, the clutch damaged, the thrust bearing and the casing scored.
The second dealer sent the findings and the first dealer is saying they need to inspect the vehicle and want it delivered to them un-repaired. The second dealer needs the space so need it gone and will fit a new thrust bearing and clutch (at my friend's cost) so he can drive it to the first dealer.
He has escalated to VW Head Office, but nothing back.
Where does he stand on getting the gearbox and other components replaced? Understandably he isn't happy about having to pay for thier mistake and also there could be damage to other components that won't be found without a strip down.
I suggest he tells the selling dealer that the vehicle is undriveable and they will need to either collect it, or cover the repair cost to allow it to be driven.Last year he had a clutch replaced on his VW Transporter T6, by a VW Main dealer. He wasn't happy with the customer service and when he got the van back it was making a strange noise from the engine. After a week he took it back and left it with them again. They said nothing was wrong with the vehicle and the noise was just the parts bedding in and it had gone.
He logged a complaint about the customer service, which is still on-going.
He didn't drive the van much for the next 6-9 months, but the noise would come back for a bit and then go, with no regularity.
Recently it came back and got louder and the clutch started playing up. He took it to a different dealer who found a 10mm socket in the gear box, the clutch damaged, the thrust bearing and the casing scored.
The second dealer sent the findings and the first dealer is saying they need to inspect the vehicle and want it delivered to them un-repaired. The second dealer needs the space so need it gone and will fit a new thrust bearing and clutch (at my friend's cost) so he can drive it to the first dealer.
He has escalated to VW Head Office, but nothing back.
Where does he stand on getting the gearbox and other components replaced? Understandably he isn't happy about having to pay for thier mistake and also there could be damage to other components that won't be found without a strip down.
Depending on who at the brand your friend emailed it will be passed on to someone at customer care to look into and they will contact the retailers in question to find out what is going on. If a fair amount of time has passed without contact I would suggest contacting customer care directly.
Potentially the movement to the original retailer can be refused if it was said the owner no longer wants that retailer to work on the vehicle due to lack of confidence for example. The retailer has a right to rectify their own mistakes but you never know how much they will want to protect themselves and cover up some of their mistakes. Customer care could instruct the current retailer to carry out the full repair and either bill the original retailer or if that retailer refuses to cover the costs without having it returned to them, customer care may pick up the bill to wrap up the case without further complaint escalation.
Your friend shouldn't really have to pay anything to have this sorted so even if they will eventually be refunded. I would demand the vehicle is fixed at the current retailer free of charge and let the retailers/customer care sort out who pays or if your friend is happy for the vehicle to go back to the original retailer then request that they arrange to have it recovered free of charge in its current state because it's not road worthy and a minimum repair to make it road worthy is not good enough given the damage to the casing.
Potentially the movement to the original retailer can be refused if it was said the owner no longer wants that retailer to work on the vehicle due to lack of confidence for example. The retailer has a right to rectify their own mistakes but you never know how much they will want to protect themselves and cover up some of their mistakes. Customer care could instruct the current retailer to carry out the full repair and either bill the original retailer or if that retailer refuses to cover the costs without having it returned to them, customer care may pick up the bill to wrap up the case without further complaint escalation.
Your friend shouldn't really have to pay anything to have this sorted so even if they will eventually be refunded. I would demand the vehicle is fixed at the current retailer free of charge and let the retailers/customer care sort out who pays or if your friend is happy for the vehicle to go back to the original retailer then request that they arrange to have it recovered free of charge in its current state because it's not road worthy and a minimum repair to make it road worthy is not good enough given the damage to the casing.
It sounds like there might be some misunderstanding of the process of a gearbox removal for a clutch replacement.
The gearbox is never opened up to reveal the oily bits, it's just unbolted from the back of the engine as a whole. So this 10mm socket will have been bouncing around inside the bellhousing with no way of getting into the gearbox itself and munching all the cogs/gearsets and whatnot.
Once the clutch is replaced (again) it's unlikely there will be any lasting damage except perhaps some peripheral damage to the flywheel and some cosmetic marks to the inside of the bellhousing. It's doubtful that the gearbox will require replacing.
The gearbox is never opened up to reveal the oily bits, it's just unbolted from the back of the engine as a whole. So this 10mm socket will have been bouncing around inside the bellhousing with no way of getting into the gearbox itself and munching all the cogs/gearsets and whatnot.
Once the clutch is replaced (again) it's unlikely there will be any lasting damage except perhaps some peripheral damage to the flywheel and some cosmetic marks to the inside of the bellhousing. It's doubtful that the gearbox will require replacing.
So by way of an update:
Dealer 1 has agreed to pay for a new clutch and thrust bearing, but will only consider further issues if they can inspect the van and want to charge to take dealer 2's work apart.
Dealer 2 has completed the work to get it back on the road, but cannot release the van until dealer 1 has paid them. Dealer 1 has gone quiet and is not responding upon being told to pay up.
So far my friend has no van.
No response from VW HQ.
Dealer 1 has agreed to pay for a new clutch and thrust bearing, but will only consider further issues if they can inspect the van and want to charge to take dealer 2's work apart.
Dealer 2 has completed the work to get it back on the road, but cannot release the van until dealer 1 has paid them. Dealer 1 has gone quiet and is not responding upon being told to pay up.
So far my friend has no van.
No response from VW HQ.
Had an exhaust manifold replace on a Discovery 2 by a Landrover independent. After it came back it had a tinkling sound around the exhaust. I assumed that it was the cat breaking up but I planned to fit a decat downpipe anyway. Duly removed old downpipe to find a slightly sooty 10mm spanner within. (Then they changed the mot regs and I had to put the bloody cat back on it!)
Wildfire said:
The second dealer sent the findings and the first dealer is saying they need to inspect the vehicle and want it delivered to them un-repaired. The second dealer needs the space so need it gone and will fit a new thrust bearing and clutch (at my friend's cost) so he can drive it to the first dealer.
Wildfire said:
Dealer 2 has completed the work to get it back on the road...
Well that's where it went wrong - fixing the car before the supplying dealer could see it and have a chance to fix it themselves. As Mustang GT said, it should have been trailered back.Who gave Dealer 2 the go-ahead to fix it? Who is Dealer 2 expecting to pay the bill? If they are both franchised dealers I think this is one for VW UK to knock some heads together.
Edited by Simpo Two on Tuesday 9th April 17:30
Wildfire said:
So by way of an update:
Dealer 1 has agreed to pay for a new clutch and thrust bearing, but will only consider further issues if they can inspect the van and want to charge to take dealer 2's work apart.
Dealer 2 has completed the work to get it back on the road, but cannot release the van until dealer 1 has paid them. Dealer 1 has gone quiet and is not responding upon being told to pay up.
So far my friend has no van.
No response from VW HQ.
Ring them up. Not sure why people would rely on email to resolve such a big, urgent and expensive issue. Seems people are scared to talk to people nowadays...there is a number on the customer care website for VW, ring them and stay on the line and take it as high up the chain as needed.Dealer 1 has agreed to pay for a new clutch and thrust bearing, but will only consider further issues if they can inspect the van and want to charge to take dealer 2's work apart.
Dealer 2 has completed the work to get it back on the road, but cannot release the van until dealer 1 has paid them. Dealer 1 has gone quiet and is not responding upon being told to pay up.
So far my friend has no van.
No response from VW HQ.
Email executive.office@volkswagen.co.uk
FAO: Rod McLeod
With a short bullet statement of what happened (and a case number if you have one) and what resolution you want.
His EA team will pick it up and pass it top down into customer services. Emails flowing from the top will get triaged by a more senior customer services manager.
Not guaranteed but CEO emails often work well to get attention...
FAO: Rod McLeod
With a short bullet statement of what happened (and a case number if you have one) and what resolution you want.
His EA team will pick it up and pass it top down into customer services. Emails flowing from the top will get triaged by a more senior customer services manager.
Not guaranteed but CEO emails often work well to get attention...
Super Sonic said:
The reason people email is because it means you have a written record of conversations.
How did people manage this pre email...have the conversation face to face or on the phone and follow up with an email or preferably a written letter sent special delivery to record the transaction of the information. A company can easily claim your email dropped into spam.This day and age there is an over reliance on email to resolve conflict, generally because people on the whole don't like face to face conflict. But, if you want something done fast, get someone on the line that has the authority to resolve your problem and get an agreement.
If you can't do that, then yes you end up sitting frustrated at home shouting at your email each day when nothing comes back.
coldel said:
How did people manage this pre email...have the conversation face to face or on the phone and follow up with an email or preferably a written letter sent special delivery to record the transaction of the information. A company can easily claim your email dropped into spam.
This day and age there is an over reliance on email to resolve conflict, generally because people on the whole don't like face to face conflict. But, if you want something done fast, get someone on the line that has the authority to resolve your problem and get an agreement.
If you can't do that, then yes you end up sitting frustrated at home shouting at your email each day when nothing comes back.
My friend has done much of this by phone, but followed up with email for a record of communications. But they are a trades person and on site a lot, so calling dealer to dealer is time consuming.This day and age there is an over reliance on email to resolve conflict, generally because people on the whole don't like face to face conflict. But, if you want something done fast, get someone on the line that has the authority to resolve your problem and get an agreement.
If you can't do that, then yes you end up sitting frustrated at home shouting at your email each day when nothing comes back.
Plus it is the dealers doing a lot of emails.
Update after some calls yesterday, for anyone who is interested.
Dealer 1 said that they would not be doing any more than paying for a new clutch and thrust bearing. My friend said he would be taking legal advice on the situation and they should expect a solicitor letter to them and a copy to VW HQ. This morning they called to say that upon looking at the photos again, and consulting their senior master technician they can now see damage to the bell housing and there may be other damage, so they will consent to replacing the bell housing and other other parts. They will need the van for 2 weeks after the parts arrive.
He still doesn't have much faith in their services, but I think this is about as best as he is going to get.
Dealer 1 said that they would not be doing any more than paying for a new clutch and thrust bearing. My friend said he would be taking legal advice on the situation and they should expect a solicitor letter to them and a copy to VW HQ. This morning they called to say that upon looking at the photos again, and consulting their senior master technician they can now see damage to the bell housing and there may be other damage, so they will consent to replacing the bell housing and other other parts. They will need the van for 2 weeks after the parts arrive.
He still doesn't have much faith in their services, but I think this is about as best as he is going to get.
JSVWPH said:
The retailer has a right to rectify their own mistakes
Sounds like they had their opportunity:Wildfire said:
After a week he took it back and left it with them again. They said nothing was wrong with the vehicle and the noise was just the parts bedding in and it had gone.
Wildfire said:
My friend has done much of this by phone, but followed up with email for a record of communications. But they are a trades person and on site a lot, so calling dealer to dealer is time consuming.
Plus it is the dealers doing a lot of emails.
I was actually talking more about the VW HQ not coming back, ring them up and get some leverage from upon high to help the issue with the dealers.Plus it is the dealers doing a lot of emails.
There is a big difference between "VW HQ" and customer care. It would be interesting to know where the communications are going or coming from. If someone like a CEO or director is contacted about an issue their secretary will pass on the case to customer care. It will not be dealt with by anyone within the management hierarchy. Any response you get is typically going to be from a customer relations manager at customer care.
Customer care will not overturn a retailers decision so they will tell you but typically if the customer complaint is big enough they will be more likely to cover it in one way or another and wrap up the case before it gets to a legal level if threats of that nature are made. If by chance you've made a complaint but no one finds it to be justifiable you may be instructed to contact the Ombudsman yourself if you feel you need to escalate it future.
Glad to hear a decision has been made even if it's going to take 2 weeks to fix.
Customer care will not overturn a retailers decision so they will tell you but typically if the customer complaint is big enough they will be more likely to cover it in one way or another and wrap up the case before it gets to a legal level if threats of that nature are made. If by chance you've made a complaint but no one finds it to be justifiable you may be instructed to contact the Ombudsman yourself if you feel you need to escalate it future.
Glad to hear a decision has been made even if it's going to take 2 weeks to fix.
JSVWPH said:
There is a big difference between "VW HQ" and customer care. It would be interesting to know where the communications are going or coming from. If someone like a CEO or director is contacted about an issue their secretary will pass on the case to customer care. It will not be dealt with by anyone within the management hierarchy. Any response you get is typically going to be from a customer relations manager at customer care.
VW Group customer care is contracted out to an American owned call centre operator, TTEC. So you’re not talking to VW. Their role is to isolate VW from its customers by fobbing them off until they get fed up.Gassing Station | Speed, Plod & the Law | Top of Page | What's New | My Stuff