Volkswagen Group Australia Omdömen 

basically VW’s customer service is non existent, I have worked in customer service for the last 43 years.
VW Need to retrain their entire staff in customer service, they show no empathy or understanding, they don’t put themselves in your shoes & behave like the repair bill will be coming from their individual wage.
In my role as a manager I & those I work with show these qualities that VW staff do not.
The mechatronics has gone in my car after 10 years, it seems to be a recall item in a lot of their Golf’s, after VW checking it 4 months ago & saying it was ok it has now gone in my car, VW are asking $5,316 to repair it, I had a Toyota before my Golf that I had for 17 years, never had any problems with it, VOLKSWAGEN you are a disgrace, your customer service is non existent, I will never buy or would never recommend anyone to buy Volkswagen.

Bought a Tiguan Allspace new in 2019. It came with the passenger footwell soaked with water. Exhausting dealing with VW Australia but eventually a new windscreen fitted to fix the problem. Then had all the usual troubles you can read elsewhere about as known issues - including a leaking sunroof, $4.5k to replace mechatronic unit, leaking water pumps etc etc. Dealing with VW Customer support was a terrible experience. Cut my losses and traded in but will never buy a VW or associated brand again and do feel for whoever buys our old car.

Despite costing over $1000 the 4Plus Care Plan no longer includes log book services.

I've had 2 VW diesels. They drive well and we have only had problems with electronics. The Start button on my Tiguan showed signs of imminent failure after 5 years. Replacement $400. (It's a simple switch-over, see U-Tube!) The park / hold brake has now failed, parts very expensive, so I've bought non-OEM. Now, a key has died. Replacement quoted - must come from Germany, 6 - 8 weeks, cost (two VW dealers) $895 / $720. Fingers crossed the second doesn't die! Seriously VW?

please review and improve: I took my car for its yearly service, it was Christmas season and my car will fulfill the 5- year warranty in February 2025. Volkswagen Essendon had a promotion to extend the manufacturing warranty for another 5 years. The service staff explain the warranty by phone and convinced me to get it for $3000, the promotion included a dash cam. I was dealing with a delay with the car service and was distracted with this matter. Next day, I had the opportunity to review the booklets that provided me as contract for the extended warranty and decided to cancel it. However, I contacted the VW Australian headquarters, not for my surprise they were completely bias to their dealership in Essendon and explain me that there is not an option to cancel the contract. I had spent several hours dealing with this issue and had contacted the ACCC and awaiting a response. Please be aware of this type of unfair contracts and no commit until that you are sure about the service that you will get.
Sure, here's an improved version of your message:

I took my car for its yearly service during the Christmas season. My car's 5-year warranty will expire in February 2025. Volkswagen Essendon had a promotion to extend the manufacturer warranty for another 5 years. The service staff explained the warranty over the phone and convinced me to purchase it for $3000, which also included a dash cam. At the time, I was dealing with a delay in the car service and was distracted by this issue.

The next day, I had the opportunity to review the booklets provided as the contract for the extended warranty and decided to cancel it. However, when I contacted the VW Australian headquarters, they were biased towards their dealership in Essendon and explained that there is no option to cancel the contract. I spent several hours dealing with this issue and have contacted the ACCC, awaiting a response.

Please be aware of these types of unfair contracts and do not commit until you are sure about the service you will receive.

Ongoing gaslighting from VW Australia to a long history of major issues with a defective car that is not fit for purpose. I lodged an official complaint with them in August, wrote to Head Office in October and this is what I get in reply last week after yet another key failure from the 5th newly issue key from Germany:
"We apologise for this experience, and this is not something we want you to have....Rest assured that we will get back to you on 2/12 for an update." What a joke. Suffice to say there has been no response and today is 2/12.

*** DO NOT BUY A VOLKSWAGEN VEHICLE ***
Purchased a brand new Amarok Aventura in late March and had nothing but problems since. Car has been in multiple times for repair, half the issues they cannot diagnose or replicate (photos and video evidence provided). 6 month lead time for replacement faulty parts (trim and tub liner), I now have a $90,000 unsafe and unreliable vehicle due to the multiple sensor faults, park brake failure, park distance control malfunction etc that they cannot diagnose.

BE WARNED - If you have multiple issues with the vehicle they cannot diagnose or repair, you will have to deal with an OVERSEAS CALL CENTRE. The dealership will not assist you. You will have to deal with the service centre, then the overseas call centre, then it goes to an “internal team” for assessment that no one can contact nor will they call you.

When you are purchasing the vehicle, the staff are fantastic and the service is excellent. However, the after sales service is ridiculously terrible when you have a significant issue. The service centre staff have done their best and put the extra miles in, but they still cannot rectify the issues. An exchange has been requested multiple times as the vehicle is a lemon, this has been going on since May 2024 and still no progress.

VW Australia is suffering from the Boeing Airline syndrome. The well paid CEO is disconnected from the coal face of customer care. They are too focused on profits and sales. Their customer care (less) seems to be located in the Phillipines according to a phone operator who was one of many who could not understand my problem and safety concern. I’n now at day 115 since my car become too dangerous to drive and has been close to 40days in the care of various Vw franchises (seven tow trucks later) who are also upset with Vw lack of concern. Find out about Vw poor aftermarket before buying your next vw

Apart from a$1000 service, car not washed, I got given a A4 paper when I asked about downloading new map preferences as they were outdated. I asked for a tyre rotation from fronts to rear as the front had worn unevenly on the inside, I was looking at replacing the rears which would or should have gone to the front, and they gave me excuses why they weren't done. The mechanic who did the alignment did not speak to me when I asked. Brighton poor service.

Worst experience with Volkswagen.
They are selling faulty vehicles and make customers to keep visiting Dealership and waste time.
Worst decision to buy any Volkswagen vehicles.

My last 3 cars have been Volkswagons. I love the cars but after sales service and care is appalling. Never a return call despite leaving numerous messages.

The worst after sales support I have ever seen. My VW Tiguan Allspace has had well over 10 warranty issues from leaking sunroof, failing computers, electronic issues, air-conditioning leaks, to complete failing of the gearbox mechatronics unit.
Twice the car needed weeks of waiting on diagnostics and repairs. The parts for the gearbox took 6 weeks!

I would prefer to give no stars as our experience with Volkswagen Australia has been absolutely appalling. We have been without our car since beginning of March- poor to non existent communication, no response to emails, no returned phone calls. No one wants to take responsibility. Will never buy a Volkswagen again. Customer service is the worst I have ever experienced.

I don't even want to give VW a rating of 1, but I don't think I can proceed if I don't. Do yourself and your sanity, stress, a favour and do not ever purchase a car from Volkswagen Australia. Not only, their cars are not built well, their customer service is the worst on the planet!!! I have copied an email I sent VW after calling many times with no response to my complaint! And they have not addressed any of my concerns and they will not! Do not waste your money and time!!! Read my email below:
Hi Mara,
This email is regarding my complaint raised via the phone with your customer service on Wednesday, 12th June. Firstly, according to your complaints handling policy as per below on the VW website :
(What to expect (response times)
When contacting Volkswagen with a complaint, you can expect to receive acknowledgement of your concerns within 24 hours or the next business day, whichever comes first.
Volkswagen is committed to communicating openly with its customers to ensure they receive regular updates on the progress of a complaint.)
Complaint Handling Process | About | Volkswagen Australia

My experience with your complaints handling is inferior and below average! I called the VW call centre on Wednesday, 12th June and was promised a callback or communication within 24-48 hours. Not only did I not get a callback, but I had to call again on Friday, 14th June, to follow up on my complaint. I was informed that 'Your case manager will contact you by the COB Friday,' which never happened!!..

I have never experienced such poor customer service in my life, and I certainly expected a lot more from VW, a luxury brand. I spent 70K, a loan I have to pay for many years, only to drive the brand-new car and not even done 100klms to have water dripping from the roof and all my clothes got wet, and the whole inside of the car was saturated with water! What a poor design. I cannot believe that VW allowed their staff to make such big mistakes as that, and the poor customers had to wear them. I was so upset and angry. I should have been happy purchasing a vehicle, but it has been the worst few weeks of my life ?.

I now have anxiety sitting in the car for fear that if it rains, the car will be filled with water again. I have owned a Ford, Toyota, and Subaru with sunroofs and never had any issues. The fact that you have not recognised or even apologised for what I had to go through is something I cannot believe, especially how poorly VW treats their customers.

Two Saturdays in a row, I was inconvenienced by having to drop off the car ( for no fault of mine). Only to be told by the Service manager that ( this type of thing is common and happens to many customers with the Tiguan) I was also told by Bianca that when it rains, I should go to the VW service centre to get the car checked in case of water dripping from the roof again! Why do I have to worry about a car I paid 70K for and be concerned about the rain? This situation has caused me much stress that I do not need. I didn't ask for it, and I didn't pay 70K to buy stress.

In addition, photos of the issue were sent to Volkswagen. The issue was clearly negligence from the manufacturing plant, the vehicle should have undergone
watertightness testing to simulate rainfall. The drain pipe still had the plug attached, not allowing water to disperse.
DO NOT BUY A CAR FROM VW Australia......

Mine is a long story …bought my mum a Jetta in 2013 -because I am a huge fan of Vw -have owned them most of my life & they are well made & super safe .The car has been xtremely well maintained , totally reliable & only done 70,000 kms.We took it to Tenterfield for my work & decided to go to Towoomba for the day 2hrs away . We filled up with petrol , the car never missed a beat .Had coffee on arrival & it started to miss ,then wouldn’t go! Had it towed ,RACQ & dealership queried dirty petrol ,after looking at it for a few days tge dealership said it needed a new engine ! Not happy had it brought back to Newcastle & my mechanic , who sayone of the cylinders was stuffed (possibly dirty fuel) ,he suggested contacting VW to see if they would help as we were looking at an engine rebuild or new engine $15000.00 + Vw had it sent to their dealership at Cardiff they agreed with the diagnosis & with the help of Tiffany my customer service rep VW Australia agreed to pay for 75% and warranty all parts & work done .It was a huge job & did take a while but without VW standing behind their brand ,my mum wouldn’t have been able to afford repairs or to get another car ! We are so very grateful ! I will continue to be a big fan & drive these fabulous cars!!!!!

Don’t buy a VW. Not if you want service from VW Australia.

My daughter has had the most awful experience with VW. She purchased a Polo in August of 2022 and since then has had nothing but issues.

She has had to take the car back to VW SIX times for the same constellation of issues. Each time she is assured the car is fixed and each time the issues recur.

The car it has spent approximately 3 months with VW being investigated, torn apart and ‘repaired’.

Even the dealership agree that the car is a “lemon” but VW Australia head office doesn’t care.

When she reached out to VW Australia expressing great concern they are dismissive and unhelpful.

My daughter is a doctor at a major tertiary hospital in Sydney. The most recent issue happened when she was on a set of night shifts in charge. To say this experience has been distressing for her would be an understatement. She does not feel safe in the car she drives. The amount of time, energy, and inconvenience this has caused her is huge. At every step the communication from VW has been poor, the empathy is lacking and there seems to be no concern for the fact they have sold my daughter a lemon of a car that is simply not roadworthy.

Any advice on who to speak to at VW Australia or how to get them act appropriately would be greatly appreciated!

#vwaustralia #vwpolo #volkswagen #volkswagenaus #volkswagenpolo

Important alert DO NOT take your car for service at Volkswagen Kirrawee. I took my VW GTI Polo there after the engine immobilised. It has been over 4 months and the car is still not fixed. I have been give countless excuses and been strung along. The Service Manager has resigned and the assurances he gave me have not been met. Customer service is abysmal and they simply don’t care. I took my grievance to Voltswagen Australia but they do not have jurisdiction over franchisees. You put your trust in the brand but no-one is held accountable.

I purchased my VW cabriolet in 2013, it has been serviced with them every year since. This year I was informed by Sutherland service centre that I need a new motor that will cost over $7,000.00. The car has leather seats, 131,000km, has been garaged. The service after hearing this has left me even more disappointed with VW, no follow up email with the quote or phone call. I am still waiting to hear from them.

Have a Transporter Van 6.1, broke down and had to be towed. Took 2 weeks to get a diagnosis, then the part had to come from Germany. Spend 4 days on the phone with customer service to get loan vehicle.
Worst customer service ever, will never buy another VW. In the end it took 6 weeks to get my van back. Used to be a fan, now will never buy a VW or associated brand again.

Zero Stars ! VW transporter T6.1 purchased in Nov 23. Aprox 5500km on the odometer, van went into limp mode when under load. Contacted VW assist was told to contact dealer, was in Rural NSW more than 150 km from the dealer. Dealer told me to contact VW Assist and arrange the van to be towed to nearest dealer . This process stated at 8am, and continued until after 5pm when the car was dropped off at VW Dubbo after 5pm. (VW Dubbo were great, no issues with their service). The van was back on the road by 2pm the next day,
As a comercial customer, one of the selling points is that VW Assist will supply a replacement/rental vehicle in case of a warranty issue. In this case Vw Assist were unable to arrange a replacement vehicle in 28 hours my Vehicle was off the road. My Business lost revenue whilst off the road, plus incurred costs associated with accomodating staff in Dubbo. Subsequent correspondence with Hello Volkswagen.com.au, has Volkswagen Australia distancing themselves from the VW Assit provider ( they tell me they have a new provider, yet my package is with the old.provider and I should contact them directly with my complaint.)
How unprofessional, VW Australia blames it's sub contractors instead of managing them and taking responsibility for people reresenting the VW brand. VW Australia sends response email after business hours the day before a long weekend and blames a sub contractor, and trys to distance the VW brand from any brand damage. Very poor customer focus.

Beware , VW Australia focus is definitely not on servicing its customers.