A feeling of disappointment

[Bramco]

Jen hi, hope the progress is real this time.

It's a shame everyone has to do things by the book at these dealerships. They are well trained but only well trained in what's in the book, gone are old fashioned engineers that would really track down the problem and would have the knowledge to do that.

I guess for issues like yours it might actually be worth shelling out for a good auto electrician to find the problem once the dealership have failed a couple of times. I know it's not the first thing you think about when it's still under warranty but if you can find someone that can really find the problem you can then take their report to VW and rub their noses in it.

 

[Skylark2.0]

I did spot a last minute availability for cali hire somewhere. Why not hire one and charge it to vw? Gooness knows they owe you one?

 

[GrannyJen]

VW Have offered me a Cali SE DSG....

My only problem is that by this morning that had changed to a transporter.

When I finally finished spluttering that I was not carting my 92 y/old Mum around in a builders van that changed by this afternoon to a VW Car. Mind you that was after the 3pm deadline to supply me with a replacement vehicle had passed.

It just goes from bad to even awfully bad, they are now trying hard but frankly brewery and cannot organise comes to mind.

The latest now is the van has to go either to the whizz kids at Milton Keynes or the Whizz kids go to SMG Cowfold.

I hope they go to Cowfold, I might just pop in and have a coffee and chat with said whizz kids. Should be entertaining.

 

[larrylamb]

VW Have offered me a Cali SE DSG....

My only problem is that by this morning that had changed to a transporter.

Perhaps it was aT6 Jen.

 

[Bramco]

When we had our problems with the order at first I was offered a diesel Passat that I could tax and insure myself, so just any old set of wheels of the passenger car lot next door.

Miraculously after I had an exec involved with the issue we had a Beach, taxed and insured by them until our order was finally delivered. So nearly three months of free use. (We have a Beach, so it was like for like).

Jen, find the name of the director of commercial vehicles and write him an email laying out the history, issues and personal pain. This will focus the organisation. I'm sure there must be someone at SMG that can give you the names in the hierarchy up to and including the current director. My dealership helped me with some names when I was fighting for action and compensation.

Isn't there anyone on here that knows the name?

 

[KP01]

As you all know I am probably one of the greatest Cali fans on the planet. Having sung the praises of what is a brilliant, brilliant vehicle I now feel quite let down.

In June 2014, with the vehicle just 9 months old, I noticed a 240v charging problem. Whilst displaying the hook-up sign it would just stop charging when hooked up.

It went into the Dealer, returned a few days later, fixed. A faulty control panel replaced.

Except it wasn't fixed. The problem got worse. Sometimes it refused to charge at all. A couple more visits back, a few days off the road, still not fixed.

It is now Autumn 2014. I can manage because I am running the vehicle daily and it charges off the engine. I use it this way, with an intermittent 240v charging fault, through the Autumn and winter.

In Spring this year it goes back. Simples. Replace the charger. Great. It comes back, works for a few days, then the problem gets worse, now it will not charge at all. Back it goes, yet more days off the road, comes back .... after two days back where it was.

So now it's summer. I have 3-4 weeks when I have no use for the vehicle. It can go back to be sorted once and for all.

Off it goes. It is in the garage for 15 days ... yes, for 15 days I am yet again deprived of the vehicle, now over 30 days in total. The dealer, and really no fault laid at their door, is being directed by VW technical support. Finally the earth shunt is replaced, another control panel, the third in 18 months, is fitted. It was returned to me on Tuesday.

Yesterday it was collected and taken back to the dealer. It is now worse than ever. In fact as a camper it is now totally useless. It will charge neither off the 240V hook up nor the engine generator. I have been in touch with VW customer service who postulating great concern have not been back to me in over a month.

I am sure that all of you who have read my postings in this forum would not have expected me to say these words, in fact I can't really believe that I am typing them:

I Really can't wait for the Marco Polo to come to Britain. The MB customer service may not be any better but surely it cannot be any worse.

Hi Granny

If you feel like a journey up to the Midlands, I highly recommend VASTech in Rugby, Warwickshire. You will struggle to find a better VW/Audi specialist in the country. Ask for David-Ian as he excels in particular at fault diagnosis. He used to be the licensed technician for VW in Milton Keynes before setting up his own business in Rugby. It's by no means at back-street garage. I used him recently to put a tow bar and full caravan electrics on my Cali and he's been able to diagnose and repair faults on my V6 Audi that the dealership missed. He's lived and breathed VW for 20 years and I know he loves the challenge of a fault he's not seen before. If he can't fix it, it really is a lost cause.

Pat

 

[GrannyJen]

We know the name.

I have now been offered an SE 180 DSG and if they cannot find one in the organisation then go and hire one.

However, there are such things as my fleeces, boots, outdoor clothes, sleeping beds and bedding, personal stuff, hairdryer........ Actually everything that I need to go camping ..... Still in my vehicle. I literally came home from France on the 18th of July and had the vehicle collected on the 20th.

I did of course mistakenly believe that from the 20th of July to the next time I had planned to go away, the 22nd of August, was sufficient time to have an electrical problem fixed. They after all can build a new one in that time. Now we are only 11 days away from the 22nd, realistically 9 days from the 20th to allow for packing, and only now are minds focussed on resolving this issue.

It is like a bad dream that is making the Marco Polo seem ever more attractive , yet I am still the biggest fan of the Cali there is. There is something purposeful about a Cali, it is a fully grown up exploration Tardis. I do not want anything else, only Albert to come home working as a Cali should, and can, work.

 

[Bramco]

Good to hear you have the name. Has he/she or it replied to an email sent from you personally? If not, then they may still be unaware of what's going on in their organisation.

Best of luck anyway.

PS as to the equipment in Albert, look on the bright side, this will give the opportunity to restock the wine cooler (at their expense!).

 

[briwy]

I'm sure that the Merc will have it's problems just like the Cali. Too early yet to see but any vehicle laden with this amount of technology will sometimes have gremlins. The question is will Mercedes service treat the problems better than VW.
Whilst we as individuals may have had bad experiences with VW, overall the Calis with persistant problems must be a small percentage (apart from the roof corrosion cockup) of the total numbers. It's just not fun when it happens and noone seems to care.

 

[TommyT]

I agree with you Briwy, I don't think that the issue here is that the Cali is riddled with issues. I think the issue is the unacceptable customer service GJ has received to date.

I also believe that what some people have been saying about the standard of service from many manufacturers isn't necessarily any better. However, just because Merc/BMW/Ford etc etc are also poor doesn't give VW an excuse for the same.

In my opinion it comes back to Cali owners being treated like a white van man through the commercial vehicles network. Much of this could be fixed by upgrading Cowfold to a California specific center of excellence and also an equivalent in the North. You'd find that much of their knowledge would filter out to the dealer network as a whole as well.

 

[GrannyJen]

I agree with the above.

I will again state what I have consistently stated. The Cali is a brilliant, Brilliant vehicle. I have only ever had one problem. That problem did not stop me using my vehicle until I decided to get it fixed "once and for all".

The fix, the last one of many, made things worse to the point a that usable camper became an unusable camper. Once it became unusable, and I was completely deprived of a vehicle that I have so much admiration, indeed love for, that the whole saga of totally shoddy service was brought sharply into perspective.

I am lucky. My vehicle is looked after by a dealer service team who are top of the tree when it comes to customer satisfaction, and rightly so. They have been woefully let down by so called technical fixes that couldn't fix a battery problem on a penlight, and by a totally dilatory response from a manufacturer support team that clearly thinks that I am in possession of a beat-up old builders van that deserves no more respect than that.

Two weeks ago I would not have allowed the words "Marco Polo" to be mentioned within earshot of Albert. Now, understanding more and understanding it is going to be sold and supported by a dealer network that is accustomed to giving the service that private buyers of £60k vehicles demands, I am far more interested.

It will still take a lot to knock the California off it's perch in my house but the totally contemptuous and shoddy way that I, and even more importantly, my vehicle, has been treated with will always leave a sour taste in my mouth that will never go away.

 

[AndyFromTheBrac]

Jen, I may be missing something, but is it not the duty of the dealership to diagnose the fault *with* VW without (ideally) yourself having to become so involved? I do think that the dealership should show greater responsibility than they seem to be demonstrating here. They have the vehicle, they have (one assumes) qualified technicians who are best placed to deal with VW on your behalf. They seem to be trying to absolve themselves of blame here a little bit, where they should in fact be championing your cause and not leaving you hanging or having to talk to VW yourself (and then having to explain whatever VW suggests back to the dealer).

I have experienced the very same on occasion with dealerships in the south west, when a Cali-specific issue is being addressed (notable exception being Carrs + Exeter, who do know their stuff) they only seem really equipped to deal with standard Transporters.

 

[sapto]

You must have read my mind

I am going that way in September.

@GrannyJen: If you do head more south, let me/us know: I heard of some pretty good garage around Zurich or goggle AMAG Baschnagel (got some good reputation from the German/SwissGerman Cali Board).

 

[GrannyJen]

Jen, I may be missing something, but is it not the duty of the dealership to diagnose the fault *with* VW without (ideally) yourself having to become so involved? I do think that the dealership should show greater responsibility than they seem to be demonstrating here. They have the vehicle, they have (one assumes) qualified technicians who are best placed to deal with VW on your behalf. They seem to be trying to absolve themselves of blame here a little bit, where they should in fact be championing your cause and not leaving you hanging or having to talk to VW yourself (and then having to explain whatever VW suggests back to the dealer).

I have experienced the very same on occasion with dealerships in the south west, when a Cali-specific issue is being addressed (notable exception being Carrs + Exeter, who do know their stuff) they only seem really equipped to deal with standard Transporters.

Having once worked for the service department of a commercial vehicle manufacturer I can appreciate how they like to control what is done and not done to a customer vehicle. The dealer can identify the problem, the dealer can make diagnostic tests, but then when the dealer service department submits the data and findings to the Technical "supremo's" at HQ it is then the decision as to what can and cannot be replaced is taken out of their hands.

I am not going to go around telling tales but I do know of the frustration that VW Technical were adopting a piecemeal approach, basically "replace this and see what happens" rather than sit and think through a fundamental fix.

Roof rot fiasco's and fob off's come to mind before final acceptance that a fundamental "to the core" approach is necessary.

I have been saying "Fridge" and "batteries must be knackered" for over a year, only now are SMG authorised to conduct full "test and replace" on those components as well as the continuing checks on the rest of the electrical system.

 

[GrannyJen]

So the saga continues.

The part of all parts to solve all problems due to be fitted yesterday so that I can have the vehicle for Friday, (long term plans to be away for Saturday )....

Did not arrive. So, since the 20th July, since I surrendered the van into the "competent hands" of SMG and VW Technical nothing but nothing has been achieved except the disruption of a weeks touring.

 

[WelshGas]

So what is the part?
I trust there will be a substantial goodwill gesture from VW?

 

[sapto]

sad to hear!

 

[CaliPuds]

Oh no ....

Words fail me but you have my sympathy

 

[GrannyJen]

So what is the part?
I trust there will be a substantial goodwill gesture from VW?

A new wiring harness.

I'm sure that my local auto-electrician could cobble one up if asked.

 

[Californiaman]

What a pain in the arse. Keep the faith though... He'll be home soon and betterer than ever!

 

[GrannyJen]

What a pain in the arse. Keep the faith though... He'll be home soon and betterer than ever!

I do indeed keep the faith.

There is a picture of my Albert alongside my children and Grandchildren. I dry a tear overtime I look at it ....

 

[Skylark2.0]

Did you ever get an acknowledgemebt from someone senior in VW?
Not sure what a wiring harness is. Does that mean take out every cable and replace it? Maybe there is a damaged wire somewhere then?
Hope you will be sipping wine from a functioning fridge soon

 

[GrannyJen]

Did you ever get an acknowledgemebt from someone senior in VW?
Not sure what a wiring harness is. Does that mean take out every cable and replace it? Maybe there is a damaged wire somewhere then?
Hope you will be sipping wine from a functioning fridge soon

Albert is now a proud component of the Executive committee review at Milton Keynes that daily receive reports on his progress.

"The mysterious neurological condition affecting the Prince Consort is still being investigated by a team of specialist auto-electrical doctors who are hopeful still that a full recovery will be made - sometime" Meanwhile they remain fully in touch with Granny who continues to wear mourning black ... to match her mood!"

 

[Bramco]

Replacing the wiring harness seems to me to be clutching at straws and still along the earlier fault finding mode of replace a part and return to the factory with 'no fault found' until the problem miraculously goes away or the customer gets so fed up they simply put up with it.

GrannyJen, apparently you've worked for a manufacturer - do you really believe a wiring harness can be at fault? Unless you've been spilling wine in the recesses of Albert on occasion - not implying any lack of sobriety on your behalf of course. (Although that doesn't sound quite right, I think it reads better if you replace Albert with the van...)

PS Glad to hear the Executive committee is now on the case. It's the only way to get the right attention.

 

[GrannyJen]

I have no faith that it is the wiring harness. Wiring harness's do not gradually fail. They either work or do not work.

We are talking now of "after the repair, what happens next"