Update: July 13, 2005
I received a call from Audi of America. On my phone the caller ID read "Volkswagen of America". This was the supervisor from the customer support.
I went through the same story again and was told "I'm sorry but there is nothing we can do for you."
My question: "I gave the customer service rep a complete diagnosis from my mechanic, the age of the car, mileage, etc. So knowing that you wouldn't cover the ABS control unit UPFRONT, why didn't they tell me that. Then I wouldn't have wasted the time and money to take it to rector motors."
Answer (not word for word): "Well there may have been extenuating circumstances."
No explanation of what these might be, but it still doesn't answer my question. Why make me jump through hoops when you know that you will do nothing to help? Why not explain that there is a diagnosis fee up front? Why not explain that I had a snowballs chance in hell of getting any support from you?
I explained that VW cars built at the same time, using the same part, were recalled. The response to this was basically that the supervisor doesn't know anything about that, because she works for Audi...I pointed out that the caller ID on my phone said VW of America...well were in a separate division. Oh, you must work for the division that screws people who pay more for their cars than the other division. One would think that by paying a premium you would get a little better customer support, but no they stick it to you even more...or so it appears.
posted by Mike Hogan at
11:25 AM
1 Comments:
First of all, regarding the VW recall for the ABS unit - quote "Here is a description of the Jetta recall for the same problem (and same part):
2002 Volkswagen Jetta GLS NHTSA Recall ID Number: 02V031000
Recall Date: JAN 31, 2002
Component: SERVICE BRAKES, HYDRAULIC:ANTILOCK
Potential Units Affected: 55000
Summary: ON SOME PASSENGER VEHICLES, SHORT CIRCUITS CAN OCCUR WITHIN THE ELECTRONIC CONTROL UNIT OF THE ANTI-LOCK BRAKING SYSTEM (ABS).
Consequence: THIS CAN RESULT IN A FIRE.
Remedy: DEALERS WILL REPLACE THE ABS CONTROL UNIT. OWNER NOTIFICATION BEGAN MARCH 8, 2002.
The parts are NOT the same. Specifically, the Jetta/Golf/GTI and New Beetle us an ABS Mark IV system up to 9/2000, and use the ABS Mark 60 from 10/2000. It is NOT the same part as the Bosch 5.3 system!
Secondly, the failure is not detrimental to the use of the vehicle. Brakes will still work, so technically speaking, the vehicle is safe. ABS is not required by the government (NHTSA) though it does assist in braking the vehicle.
The parts issue is known by Audi, and has been addressed to dealers also. The recommended pricing is $499 for the electronic control module, though Audi cannot legally tell dealers what to charge for the part. Markups beyond the $499 is the responsibility of the dealer who is a separate business entity from Audi. Labor costs for the part should not be higher than the published suggested repair times of 110 time units for this repair. IF they are higher, the dealer is ripping you off, and you should contact the Better Business Bureau.
Just a few notes from an educated consumer!
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