Where Your Author Ultimately Decides to Give Up Golf (Part II)
Last we left off in the Golf Sportwagen Ultimate Decision story, the appointment was set for corrections on the headliner and panel issues I’d pointed out as a result of the headliner service. A late June morning, already a hot and muggy day. Your author is seen waiting by the door.
The 28th (last Monday), I was fully prepared to hand off the keys for the 10:00 AM appointment time. I’d planned to head out by 10:15 as I had a couple of places to be. The minutes ticked to 10:00, then past it, then past a bit more. Off to a good start on my appointment.
At 10:30 I tried calling the service manager directly to see what was up with the appointment, but couldn’t get through. As soon as I hung up and dialed the main service line, I got a text from some local number. There was no name or intro in the text so I’m not sure from whom it originated. They were sorry (whoever it was), but had been busy that morning and the time got away from them. There would be someone coming out to bring me the loaner, leaving in “a few minutes.”
I guess I was under the impression that service departments ran on appointments and that most days were busy, but perhaps that was a faulty assumption on my part. I replied to the text and asked about an ETA, as I had things to do this morning and it was messing with my schedule. No reply.
After waiting a few more minutes (about 18) I got a phone call from someone at the dealer, confirming my address to pick up the car. “Didn’t they call you to let you know what’s up?” No, no they didn’t. This new associate reassured me he was on his way in a couple of minutes. And finally, at 11:10 they showed up for the 10:00 appointment, with a white 2021 Tiguan SE. That one wasn’t worth reviewing because I covered the S trim already. In short, the SE added nicer seats and trim and a big glass roof but did nothing to improve the uneasy relationship between engine and transmission.
Overall, the morning was a frustrating experience on what should’ve been a very simple key exchange. Those feelings of frustration stuck with me the next few days. Neither of the overarching headliner issues were caused by the dealer’s service department – one was down to poor quality control and the other to bad design. But what was down to the service department were the missed appointments, forgotten calls, and inattention to detail regarding headliner cleanliness, installation, trim panels, and all the rest. Was it really worth dealing with this for years? I’d started to think it wasn’t. In Part III we’ll wrap up this saga once and for all.
[Images: Corey Lewis / The Truth About Cars]
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The dealer we purchased our Avenger V6 at had good service for both oil changes and any warranty issues. Oil changes were free the first 3 years, we don't go there for paid oil changes. They did give us a Pacifica minivan for warranty work on the paint as it had a couple bubbles under the hood coming from underneath the paint, not from rock chips as they originally tried to pass them off as being from. The owner retired and sold to another chain and we haven't been back since. Prices were way up on everything from service to the vehicles. We had to drive a bit, but saved $5k on our minivan and got a Pacifica Limited for the price of the new dealership owners Pacifica Touring, not even a Touring +. The local Nissan dealer sent a letter with a free oil change as they just "changed the culture" at the service department and in the past couple dealings with them left a bad taste in our mouth. My wife took the Nissan in (it was given to us, we didn't buy it there) and they were very polite, professional and she asked about the cabin air filter and they showed it to her and it was in good shape yet. They rotated the tires for free as well, even though it wasn't on the gift certificate. I guess some dealerships want to change. Some even for the better.
Why I take my 21-year old Lexus to the dealer, they treat me like I just bought a new LS. I took my car in to get the snow tires switched, $80 and I got a nice new GS to drive all day, got a breakfast voucher for the hotel next door and they washed the outside and wiped down the interior of my car.