Re: Awful Customer Service

I suspect this problem is due to a manufacturing or assembly problem.
A 'warped rotor' is not wear. In the most straightforward case, the
wear is caused by a rotor that did not run perfectly true (had some
axial runout) when it came from the factory. Also, even if you have an
uneven bit of corrosion after you park the car this is only small and
should randomly be in a different spot each time you park.

I recommend you try to put this bad episode behind you and if it
happens again do your arguing with VWOA before paying the bill or
taking the car in. Your case would then be better because a VW dealer
did the 1st service.

Also, I just checked online and you can buy the stock parts for the
rear brake job for $92.39 Plus shipping. Add about $5 for the grease
and anti-squeak chemicals and you are still under $110 for the parts
for this brake job. even if you allow the dealer a 100% markup this is
$210 for parts. The job is so simple I expect it can be done in under
1hour by an experienced person. You do not touch the bearings when
doing the rear brakes unlike some cars. I do not know how the dealer
justified $500 unless there were other problems.

BTW, I have a 2001 Passat GLX and just did my rear brakes about two
weeks ago at 65k miles. Mine were not 'warped', they had just worn out
after 45k miles. They had been replaced by a dealer service at around
20k (due to the pulsing feel) as part of the deal I worked when I
bought the car used.

I am undecided about buying another VW. The only thing I will
possibly consider is TDI. If they did not have that I would not
consider them at all - mostly because I have a 1995 Passat GLX that has
not wore well over the years.


my two cents.

D&LBusch wrote:
My 2004 Passat had a vibration when I applied the brakes. I brought it into
the dealer. I was informed that the rear rotors were warped - but the rear
brakes were still good. I was advised to change the brakes and the rotors
as they are considered wear items. At 24,000 miles I was a bit surprised.
This is a car driven on country roads and meticulously maintained. I
instructed the dealer to go ahead. When I got home I consulted my warranty
and as I expected, it says nothing about rotors being wear items.
I explained this to the dealer but he would not budge. Needing my car I
paid the $500.00 + repair and figured I had a good case with VW customer
service. After explaining the situation in full I waited 30 days for a
response (several interim phone calls). I received my response Friday. The
repair would not be covered under warranty citing "outside influence" as to
the cause of the premature failure of the rotors. I asked for a specific
explanation of what that meant and of course, I didn't get one. There is no
way those rotors should warp while the brakes are still good in normal
driving. I've written a letter to Dr. Neumann - Pres. of VWOA. This is
definitely the last VW product I'll ever purchase. I've had 6 starting with
old Air cooled to the NB and Passat. VW Customer service has gone from
good, to bad, to ridiculous. Well designed cars, spotty workmanship, poor
service.
Just figured I'd rant. David

.

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