![Begize](/data/avatars/m/28/28897.jpg?1644587420)
Begize
VIP Member
Previously on "where is my van?"
Ocean 150 ordered 30th June 2021
Dealer says that on 1st June, system shows Status 20 - Week 20 (had done since early May and still does afaik)
Received an email on 3rd July from VW to say van was in production
Today I decided to try VW Customer Services via chat. Explain dealer is getting no info because factory not updating systems correctly atm.
Told they cannot access the factory system and to contact dealer for information on what is causing the problem.
Explain that have done this and dealer getting no information is the problem.
Get standard copy and paste response about issues getting parts.
Explain that I know what the issues are, I want an update on my order which the dealer cannot give as they don't have any information.
Told to contact dealer.
Explain again I have already done this several times and they cannot give me information they don't have. This is not good enough and I want someone to do something.
Finally they tell me there is an "escalation process" the dealers have with VWCV directly via the Sales Manager / Senior Team at the dealers and that (copied from transcript) "It would confirm what the reason of delay is and if you're eligible for any goodwill, as if you are these will confirm the process of this and if not they will provide you with your options."
They said once this is done they (Customer Service) "can follow this up at a later date".
So I've chased the dealer again and politely asked for an escalation.
Ocean 150 ordered 30th June 2021
Dealer says that on 1st June, system shows Status 20 - Week 20 (had done since early May and still does afaik)
Received an email on 3rd July from VW to say van was in production
Today I decided to try VW Customer Services via chat. Explain dealer is getting no info because factory not updating systems correctly atm.
Told they cannot access the factory system and to contact dealer for information on what is causing the problem.
Explain that have done this and dealer getting no information is the problem.
Get standard copy and paste response about issues getting parts.
Explain that I know what the issues are, I want an update on my order which the dealer cannot give as they don't have any information.
Told to contact dealer.
Explain again I have already done this several times and they cannot give me information they don't have. This is not good enough and I want someone to do something.
Finally they tell me there is an "escalation process" the dealers have with VWCV directly via the Sales Manager / Senior Team at the dealers and that (copied from transcript) "It would confirm what the reason of delay is and if you're eligible for any goodwill, as if you are these will confirm the process of this and if not they will provide you with your options."
They said once this is done they (Customer Service) "can follow this up at a later date".
So I've chased the dealer again and politely asked for an escalation.