Volkswagen Customer Care sinks to a new low; Pretending they can't hear
you on their end of the line! I am currently in another warranty dispute
with the dealer concerning my Dad's car and I had contacted VW customer
care about it. In the middle of explaining the circumstances the
customer care rep named Tess suddenly starts saying "Hello, hello, are
you still there, sir?" I replied, "Hello, can you hear me?" I was
talking on a land line cordless phone and I could hear her plus all the
other reps in the background perfectly. There was no static or drop offs
on my end. This went on for about 5 minutes and she still was helloing
and saying she couldn't hear me. Then, I started saying hello in funny
voices. That's when I heard her snicker under her breath! I did the
funny voice a second time and she snickered again. I then announced I
was changing phones while she was still saying she couldn't hear me. I
switched to a corded phone and she was still asking if I was still
there. I then said, "somebody's playing games", which caused another
underbreath titter and I hung up. I immediately called back and asked
another girl for a supervisor. I was put on hold for about 10 minutes
when a "supposed" male supervisor came on. I told him what happened and
he looked at my reference notes on the call and he said that Tess wrote
that after I switched phones, she couldn't hear me. Now that proves she
could hear me all along since she was saying she couldn't hear me before
I switched phones! So how did she know I did? The supervisor said he
would look into this but that is about it. I don't even think this guy
was an actual supervisor because he sounded 12! Do I have any recourse?
Is there anyway to contact any real managers, supervisors or higher ups
at VOA?

Dave ND <dnd1931 (AT) webtv (DOT) net> wrote:
: Volkswagen Customer Care sinks to a new low; Pretending they can't hear
: you on their end of the line! I am currently in another warranty dispute
: with the dealer concerning my Dad's car and I had contacted VW customer
: care about it. In the middle of explaining the circumstances the
: customer care rep named Tess suddenly starts saying "Hello, hello, are
: you still there, sir?" I replied, "Hello, can you hear me?" I was
: talking on a land line cordless phone and I could hear her plus all the
: other reps in the background perfectly. There was no static or drop offs
: on my end. This went on for about 5 minutes and she still was helloing
: and saying she couldn't hear me. Then, I started saying hello in funny
: voices. That's when I heard her snicker under her breath! I did the
: funny voice a second time and she snickered again. I then announced I
: was changing phones while she was still saying she couldn't hear me. I
: switched to a corded phone and she was still asking if I was still
: there. I then said, "somebody's playing games", which caused another
: underbreath titter and I hung up. I immediately called back and asked
: another girl for a supervisor. I was put on hold for about 10 minutes
: when a "supposed" male supervisor came on. I told him what happened and
: he looked at my reference notes on the call and he said that Tess wrote
: that after I switched phones, she couldn't hear me. Now that proves she
: could hear me all along since she was saying she couldn't hear me before
: I switched phones! So how did she know I did? The supervisor said he
: would look into this but that is about it. I don't even think this guy
: was an actual supervisor because he sounded 12! Do I have any recourse?
: Is there anyway to contact any real managers, supervisors or higher ups
: at VOA?

She might be telling the truth, our company's techs are now using VoIP
phones and they hate them; complaining about dropped calls and unable
to hear customers at times because someone else started a video conference
on the net...

--
John Nelson
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<<<<She might be telling the truth, our company's techs are now using
VoIP phones and they hate them; complaining about dropped calls and
unable to hear customers at times because someone else started a video
conference on the net...>>>>

If she was tellng the truth, why was she snickering everytime I said
hello in a funny voice? How did she know I changed phones? I know that
this can happen and at first I thought it was legit until I heard the
snickering exactly after I would use the funny voice. Then when the
supervisor said her notes say she stopped hearing me (after) I switched
phones, I knew she was lying. Also the supervisor never said that this
sometimes happens with their phones.

"Dave ND" <dnd1931 (AT) webtv (DOT) net> wrote

I have never had them pretend not to hear me but I have had them hang up
on me. The thing to remember is: Don't waste your time trying to plead
your case with them over the phone. They are just there to answer
questions. Plead your case in a written letter to customer care. It
doesn't mean you will get any satisfaction but you have a little better
chance than telling your story to a 19 year old, bored operator who has
no power to help your case.

PS: By all means, try to turn this "Tess" in to the higher ups, if you
can figure out how to get a hold of them!

I will have to say that they have helped some people out.
One of them owns a '01 Golf VR6 and the timing chain components started
making noise.
Dealer says they don't have a record of all of the oil changes so "TOO BAD
$3300.00 please"
The owner called up VWCC and got a case number and was told to provide proof
that the oil changes were done regularly. The owner produced receipts and
just got the car back last week. They are very happy!
The whole ordeal took about 2 months but saved $3300.00, but of course the
dealer found other things that needed addressing. lol

I have heard of people successfully getting their non-recalled heater cores
replaced free too!
--
later,
dave
(One out of many daves)




"Gary D" <lolajoker (AT) webtv (DOT) net> wrote

<<<<I will have to say that they have helped some people out. One of
them owns a '01 Golf VR6 and the timing chain components started making
noise.
Dealer says they don't have a record of all of the oil changes so "TOO
BAD $3300.00 please"
The owner called up VWCC and got a case number and was told to provide
proof that the oil changes were done regularly. The owner produced
receipts and just got the car back last week. They are very happy! The
whole ordeal took about 2 months but saved $3300.00, but of course the
dealer found other things that needed addressing. lol
I have heard of people successfully getting their non-recalled heater
cores replaced free too!
--
later,
dave
(One out of many daves)>>>>

So they were able to get the timing belt replaced under the powertrain
warranty because it was making noise and before it actually broke? I am
dealing with a timing belt case with them right now and they as well as
the dealers say that the timing belt is only covered if it breaks.

The VR6 engine has an internal timing chain. Do you have this engine?
Yes it was repaired before total failure under the powertrain warranty. You
could distinctly hear noise coming from the timing chain area, if you were
paying attention. ;-)


"Gary D" <lolajoker (AT) webtv (DOT) net> wrote

"dave AKA vwdoc1" <vwdoc1 (AT) hotmail (DOT) com> wrote

<<<<The VR6 engine has an internal timing chain. Do you have this
engine? Yes it was repaired before total failure under the powertrain
warranty. You could distinctly hear noise coming from the timing chain
area, if you were paying attention. ;-)>>>>

My 1.8 t has a belt. It was making noise from the timing belt area as
well. Dealer says it is covered under warranty only if it breaks. Before
that they say it is considered maintanence! My tensioner roller bearing
failed causing it to shred my timing belt. My belt didn't break but was
holding together by a tread. I am waiting for VOA'a decision whether
they will cover it or not.