VAG Workshop Expertise: Your Local Specialists

Here's a translation:

'I'm back with more experiences from the association of poor businesspeople.'

'While changing to winter tires, I noticed that my rear brake pads were worn and it's likely that metal-on-metal braking will occur soon. So, I removed the brake calipers and found that the dust boot covers were porous. A quick check in the AKTE catalog revealed a repair kit containing 2 boot covers and 2 sealing rings! The price was a mere 17 euros. I called the VW parts department and explained my situation. The response was, 'I have to order it!' What should have been a one-day process turned into almost a week, all for the incredibly inflated price of 49.95 euros! I almost had a heart attack! I repeatedly asked if there was a mistake, as the part number I found matched the one printed on the packaging. The answer was always the same: the price is correct! That seemed too expensive, so I went to the next VW dealer. To my surprise, they had it in stock, but the price was 34 euros – double the price! I opened the box and checked the contents. Sure enough, the kit contained 2 boot covers and 2 sealing rings. So, they were trying to sell me 2 kits. The warehouse employee denied that one box contained a complete set. Even showing him the contents didn't change his mind! This means that VW customers who have this work done at the workshop are being charged for 2 kits! That's outrageous! Okay, I installed it, and it fits and works. Now that I was already there, I checked the front axle of my Passat for the notorious clunking noise. The 'oil baths' and sprays hadn't helped. The cause was quickly found: a rubber-to-metal bushing on an upper control arm was causing the noise. This is a common problem with these control arms, as I've read before. So, I went to the VW parts warehouse and explained my issue, carefully asking for a single bushing. I had already looked up the part number and had it ready. The response was...''They don't sell the bearings individually; only as a complete set with the steering knuckle for a little over 80 euros. My suggestion that individual bearings might be available was dismissed with statements like, 'They don't exist,' and 'Not everything listed in the parts catalog is actually available to order!' Well, that was too much for me, so I went to a local parts dealer. He gave me this bearing for 13 euros and told me it might have some noise. I pressed it in, and now it's quiet!'

'Can it be true that one is treated so badly at VAG? Is this happening due to ignorance, or is there a system behind it? An honest, average consumer believes it and pays for it.'

I don't think you can generalize about all Volkswagen dealerships.

Something similar has happened to me before. Here, at the local spare parts store, there are two employees; one is extremely capable and very knowledgeable, while the other is the complete opposite.


But honestly, in the forum, only people who have had bad experiences tend to complain, and I personally read more complaints than positive comments.
People don't typically go to a forum to write something like, 'The VW parts dealer was very helpful to me.'



What kind of Passat do you have? The current model or the one before the facelift?

'With the Passat model before the facelift (I don't know the exact model designation), the squeaking usually comes from this 'connecting rod' between the stabilizer bar and the control arm.'
There are modified parts from VW available.


Best regards,
Ingo

I don't think you can judge all VW dealerships by the same standard!

Something similar has happened to me before. Here, at the local spare parts store, there are two employees; one is extremely capable and very knowledgeable, while the other is the complete opposite.


But honestly, in the forum, only people who have had bad experiences complain, at least I read more complaints than positive comments.
People don't typically go to a forum to write something like, 'The VW parts dealer was very helpful to me.'



What kind of Passat do you have? The current model or the one before the facelift?

For the Passat model before the facelift (I don't know the exact model designation), the squeaking usually comes from this 'connecting rod' between the stabilizer bar and the control arm.
There are modified parts from VW available.


Best regards, Ingo

You're probably right! But isn't it actually a given that the tech support person should be able to help and, in fact, is obligated to do so? After all, it's their job! And they earn their money from it! And competence and honesty should definitely be the most important factors.

The Passat is the current facelift model.

You are certainly right! But isn't it actually a given that the parts specialist should be able to help and that they actually have to? After all, it's their job! Or is it? Besides, they earn their money from it! And in that case, competence and honesty should definitely be the main priorities .



Okay, that's actually how it should be. Sometimes, I also find it embarrassing when the customer knows more than the parts specialist.

As I mentioned, one of the people here is very knowledgeable and helpful; you can even ask him how to disassemble something, for example.
The other one can't do that. (Unfortunately.)

That's just the 'human' factor, with all its uncertainties.

"I always look at the screen together with my parts dealer; he then shows me what fits where, or I show him exactly what I want, because some things are quite difficult and illogical to find in the program. My parts are always available the next day, even old parts for the Golf 2 that were only made for English models."
Once, it took 2 days, but he told me that and explained why. He could have gotten it for me the next day, but since I didn't need it urgently, I decided to give him some space.

I've heard completely different stories about other brands.

PS: The latest issue of "Auto Motor und Sport" tested VW workshops, and the results showed that the quality of service is above the average of workshops tested this year.

...P.S.: In the latest issue of 'Auto Motor und Sport,' VW workshops were tested, and the results showed that their quality is above the average of the workshops tested this year.


I'd rather not know what the average is...

Best regards, Rudi.

Sometimes that's probably better, at least based on my experiences with other brands and the experiences of people I know with other brands.