VAG Letter: Procedure Before Second Repair Attempt

"Quote from a VAG circular letter to dealers:"


"Procedure before the second repair attempt."

A detailed analysis of the invoiced warranty and goodwill costs, as well as the incoming customer correspondence, revealed that a significant portion of the costs and a considerable level of customer frustration and uncertainty stem from repeated repairs for the same defects.

Firstly, there is often an attempt to repair known design flaws, such as transmission noise, and secondly, there is a clear lack of information among the sales staff.

For this reason, we kindly request that you contact us regarding the same customer complaint only once.
Please contact your responsible product support department before the second repair attempt, providing a detailed complaint report with the appropriate markings, and if necessary, by fax.

Before that, however, you should consult all available sources of information, such as:

o Workshop literature
o Service Technology Manual
o Argumentation (HST)

"have taken into consideration when assessing the case."

Hello Michael,

It would be great if everyone in the workshops followed those guidelines as well.
Unfortunately, it's often like it is in my job: you can tell some people something a thousand times, but it simply doesn't register with them; they don't even bother to try...

Best regards, Rainer.

Hello Rainer,

Based on the experiences shared in the forum, I completely agree with you. I find it interesting that VAG is finally realizing what kind of people work in the workshops.

Hi everyone,

The previous instruction seems to have reached my Seat workshop, and it even seems to be having an effect - see the behavior regarding the clutch noise issue.

This time, there were no "could" or "maybe" statements, but rather a solution that sounded reasonable, and the rental car was provided without any discussion.

Best regards,

Jan.