VW Customer "no" Services

[Gee40]

Ive just spent 15 minutes using the chat facility with VW customer services to ask whether my 6c GTI has the 701T or the 713T Turbo charger as despite scrutinising the turbo from every angle possible,I cant find the part/model number anywhere on the turbo itself.

Having waited for the offshore handler to contact the technical dept. he came back to apologise and say they cant release part/model numbers and that I would have to contact a VW retailer. I've never heard such B^*%ocks in all my life. As the owner of the car, its not unreasonable to ask such a question and can't think of any reason why VW would not want to answer such a question.

I will contact my local dealer and if they follow the same ridiculous line and refuse to answer the question I will be writing to VW CEO and making a fuss on social media about the question marker over the 701T.

Time for a calming beer!

[iichel]

Why not go to a dealer? They should be able to put your vin in etka or PL24 and see what's installed.

[Gee40]

Thanks iichel I will go to the dealers.

I guess my frustration is the utter contempt and lack of customer service displayed by VW regarding this. As Head Of Customer Service for a large organisation I've spent years encouraging my teams to go the extra mile for the customer. In this case helping me with my request would have cost VW nothing but instead I've got make more phone calls or even make a 30 mile round trip to the nearest dealer.

In an era when all car manufacturers have upped their game and having just moved back to the VW fold from a number of years with Audi and BMW( having kept a Mk1 Golf GTI for the last 25 years) , its Customer Service or lack of it that will increasingly differentiate manufacturers.

[iichel]

Yes I completely see where your frustration is coming from. I'm not sure whether it's unwillingness or a lack of collaboration/resources of the CS department. It's hard to say. I can imagine a simple callcenter guy doesn't have access to ETKA or whatever... and then it's forwarded and forwarded until it's lost or forgotten.

Either way, the result for the customer is the same and I agree, it's a pity. I often pick a well-established shop or service over a cheap one for this reason.

[RUM4MO]

You could ask for a print out of "CAR DATA" I think that that can be found within ETKA and it lists all options fitted to that car during initial build, including parts that are options in as much as which brakes etc, as opposed to just selected options that you requested or that that model normally has.

Turbo model type, I'd think that the only way that you could find out which version it is would be to find out, probably from a parts listing, which turbo p/n was used for the range of engine numbers that your engine is in, hopefully there were only two versions and so two different part numbers listed, and you could take it from there - unless you can find a VW Tech who knows from their experience which serial numbers of engines were originally fitted with which turbo model.

Asking VW CS about this would normally get you no where as it is not significant to them - that is just my thoughts, not facts!