AO Readers Sound Off on Volkswagen Foibles
By Michelle Krebs March 19, 2008
A recent commentary suggesting the Volkswagen Group of America Inc.’s tactics to improve dismal U.S. sales should focus on reconnecting with the brand’s loyalists prompted a spate of thoughtful and vociferous replies — analysis that VW management might do well to heed.
Several readers point out the commentary did not address VWâs reputation for an underachieving dealer network, which has for years been a perpetual source of disdain, even for many of the brandâs most ardent supporters.
One reader said the VW dealer network âseems tiny, under-equipped and better at displaying arrogance than offering customers real products and service,â and âit badly needs revamping.â
âWhile Volkswagen has some lovely products and impressive initial quality, it's the long-term quality and lousy dealership service that scares off potential buyers,â wrote another, mentioning another apparent sore point with VW owners and critics: the lingering perception VW has not yet addressed its well-documented slip in many quality-rating metrics.
âSpeaking to the quality issue, it was a nightmare in many ways,â said another respondent who claimed to have been a former salesperson, once one of the nationâs best.
The reader cited the Touareg and New Beetle convertible as examples of poor-quality efforts, saying sales personnel were reluctant to sell the Touareg because it likely âdoomed someone to a life of misery in the service department,â and said power tops for the New Beetle frequently failed and customers might wait months for appropriate parts.
Not all respondents are negative, though. One reader wrote to say his family is strongly considering a diesel Jetta, but added, âmy biggest concern about VW is the quality and reliability. They have been way down in the charts.â
But for this reader, the appeal of the VW brand remains obvious: âI also have not heard a lot of positive things from former owners as far as reliability goes. If the Jetta diesel comes out soon I may be willing to give the brand a chance. However, a compelling alternative for us might also be the 2009 Honda Fit, which has already gotten great reviews. We shall see."
Another reader summarized, âI agree that VW has made some odd choices of late (that [Routan] minivan thing, the lack of diesel) but their bread-and-butter cars are better than they ever were, worlds better than my 2000 (model), which is a really nice car in its own right.â
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If VW actually listens to their customer base (other vehicle makers do) when they plan and execute their "recovery plan", perhaps they can get back to making "affordable euro performance" that isn't a pain in the wallet to own. What's worrysome is VWs' approach of dictating "from the top" , which is at odds with younger American culture (the market VW really needs to nail for longevity) expects of a manufacturer: make something "cool" without forcing them to think it's "cool" (a difficult trick that even Scion has trouble pulling off).
So far I have had problems with two VW dealerships. The first had me driving without insurance coverage. The second... problems with finance and service. The second has a great collision center, but I would avoid the service dept and the finance dept. I am trying a third dealership.
If an honest competant dealership can't be found, then no matter how good the car, it's pointless to buy that product.
Before the auto bailout, a car co. told me what happens at the dealership, does not affect car factories.
A lincoln Mercury dealer told me they are not responsible for any issues that happen when they are not open. They also broke my gas tank and I did not find out until the car died on the highway at 10 pm, a night before a major snowstorm.
Another Mercury dealer stated that a problem the car was having was typical of winter. The car died with no emergency lights at 1230a.m. The problem was a recall AND the dealership installed my part in another customer's car. I worked with that customer and found out that the part on order only was mine.
Another Mercury dealer would have stranded me on a warranty issue if not for the kindness of an Enterprise rental.
Exhausting all the Mercury dealers, bought a SAAb 9-3. GREAT car until a plow back into the road at Midnight at a high rate of speed. There was no snow storm that in that time period. Totaled the car. Insurance co. took a month to process then was not happy about paying a month's rental issue.
Dealership NOT SO GREAT!!!!! Sold me 4 tires and never put them on. Found that out when I was told my tire was bald. Notified SAAB, they gave me a slip for 100 credit. The tires cost more than that and Saab was not bothered by the dealership leaving the old tires on the car.
Needless to say, in this area finding an honest dealership is like looking for a needle in a haystack.
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