Volkswagen Car Owners Gathered In Bangsar HQ To Voice After-Sales Issues
A group of dissatisfied Volkswagen car owners gathered at the Volkswagen Group Malaysia's (VGM) headquarters in Bangsar on Thursday, 13 March 2014, to voice their complaints about the poor after sales experience and unreliability of their cars.
By Melody Oei — 14 Mar 2014, 12:15 PM — Updated about 10 years ago
On Thursday, 13 March 2014, A Group Of Volkswagen Car Owners Gathered At The Headquarters Of The German Marque Distributor In Bangsar
Nearly 50 disgruntled Volkswagen owners gathered at the steps of Volkswagen Group Malaysia’s (VGM) headquarters in Bangsar earlier today to voice their complaints about the poor after sales experience and unreliability of their Volkswagen cars.
livelifedrive.comThe Car Owners Were Present To Express Their Grievances About Issues Related To After-Sales Services
Volkswagen owners gathered at the Volkswagen Group Malaysia headquarters.
Image via Vw Dsg 7 Defects CommunityThe one-hour gathering, which started at noon, had some of the participants honking loudly to draw attention. Volkswagen Group Malaysia (VGM) representatives met the group who handed over a list of their demands.
According To Car Site Livelifedrive, Co-Organiser Ben Yeo Stated That The Group Is Demanding That VGM Be Able To Deliver A Product That Is Safe And Reliable
Volkswagen owners gathered at the Volkswagen Group Malaysia headquarters.
Image via Vw Dsg 7 Defects Community“We feel cheated about the warranty and safety, a number of Volkswagen owners have had to change the engines and replace the clutch pack in their cars in the span of less than two years,” said Yeo.
livelifedrive.com“Furthermore some of us had our warranty voided by the manufacturer due to minor overruns in the car’s service interval.”
livelifedrive.comThe Facebook Group 'VW DSG 7 Defects Community' Was Started Up By Disgruntled VW owners In May 2013
'We want to unite all VW Owners affected by the defects of DSG7 transmission. With one voice, we hope VW AG can resolve the problem faced by problem on a GLOBAL basis. What assurance can VW give us to reinstate consumer confidence in their products' - Vw Dsg 7 Defects Community
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Co-Organiser Leon Loke Claimed That His Warranty For His Volkswagen Passat CC Was Voided For Exceeding Its Service Interval By A Margin Of Around 1,000km
Volkswagen owners gathered at the Volkswagen Group Malaysia headquarters.
Image via Vw Dsg 7 Defects Community"A lot of customers including myself would have to book our cars in for service a month in advanced as there are no available slots for me to do so earlier," said Loke.
livelifedrive.com“We also want some flexibility regarding the car service interval schedule. The warranty should not be void, provided we send in the car for servicing within a 3,000km limit after the scheduled service interval,” said a participant.
Another Owner Who Identified Himself As Mr Low Claims That His 2012 Volkswagen Polo 1.2 TSI Has Been Experiencing A Multitude Of Problems
Another owner who identified himself as Mr Low claims that his 2012 Volkswagen Polo 1.2 TSI has been experiencing a multitude of problems ranging from improper replacement parts to unsatisfactory repairs done by his car’s service centre.
livelifedrive.comThe One-Hour Gathering Was Held At Noon And Began With VW Car Owners Honking Loudly To Draw Attention
Volkswagen car owners head towards the VW headquarters in Bangsar.
Image via Vw Dsg 7 Defects CommunityAmong The Demands Made By The Group Was For The Vehicle Warranty To Be Increased To 10 Years From The Current 5
The group of owners also handed over a list of requests to the Volkswagen management. Their list of requests includes a warranty extension to 10 years for the engine and gearbox, and no voiding of the warranty for mileage overruns under the tolerance of 3,000km.
livelifedrive.com“The reliability issues of the seven-speed dual-clutch gearbox are already acknowledged by Volkswagen in China and they have extended their warranty coverage to 10 years. We on the other hand are still left with a 5-year warranty coverage,” explained Yeo. “All we are asking for is a fair treatment from VGM.”
livelifedrive.comVGM Managing Director Christoph Aringer Said The Company Is Aiming For Higher Levels Of Customer Satisfaction, In Line With Its Expansion Plans
New managing director, Christoph Aringer, is well aware of issues on reliability and after-sales service plaguing Volkswagen owners in Malaysia.
livelifedrive.comPart of this involves extended operation hours for 20 authorised Volkswagen service centres in Peninsular Malaysia, which will open on Sundays from 9am to 5pm for vehicle maintenance services beginning March 16.
Volkswagen car owners only need to make an appointment a few working days before their desired vehicle service on Sundays, in order to secure an appointment with their preferred service centre.
“Customer satisfaction is an integral component of VGM. We are listening to our customers, and take their feedback seriously,” said Aringer.
The Company Is Also Intensifying Its Professional Training Programmes For Sales As Well As After-Sales Staff Throughout Its Dealers And Service Centre Network
The company is also intensifying its professional training programmes for sales as well as after-sales staff throughout its dealers and service centre network.
Aringer Also Said Issues Related To Volkswagen Cars Equipped With The DSG (Direct Shift Gearbox) Has Been Solved
"Some DSG equipped cars have reported transmission issues under certain driving conditions. We have solved this. Customers can buy our DSG-equipped cars with confidence."
Livelifedrive Pointed Out That "After-Sales Grievances Experienced By Volkswagen Customers Are't Exclusive To The German Brand"
Volkswagen owners gathered at the Volkswagen Group Malaysia headquarters.
Image via Vw Dsg 7 Defects Community"We would also like to point out that fast growing brands such as Ford and Peugeot also experienced similar customer complaints alluding to the lack of after-sales capacity during their period of growth a number of years back. With a fast growing number of new customers, an unprepared after-sales network would be easily overwhelmed by the higher number of customers looking to send their cars in for routine service." - Live Life Drive
livelifedrive.com"Only in the past few years did Ford and Peugeot managed to turn their situation around after expanding their service network and hiring better trained after-sales personnel to meet the needs of their new customers." - Live Life Drive
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