How angry should I be?

[shambly]

So, having looked over our Cali after having two new sliding windows fitted (By Breeze + Poole), I see this damage... to the trim behind the cooker and the window frame.

As per the title, how angry should I be?

Is this acceptable collateral damage for a warranty repair (are brute force and a large screwdriver the tools of choice for this repair)?
Or should I be demanding replacement of the damaged trim (perhaps during the roof repair, given I suspect it is a kitchen out affair)

Views please...

 

[calikev]

Definatly not acceptable terrible work simon I would get onto the
Service manager straight away

 

[GrannyJen]

That is rubbish.

I would be furious.

 

[James]

Very - that's shameful - heartbreaking

Hope you get it sorted


James

 

[Rob02]

Cowboys I take it you are not going to use Breeze again.

 

[Scapa]

I would be really cheesed off to put it lightly, so much so I would even let loose my good lady on them, and boy they would be begging for forgiveness

I would definitely go back to them and ask it's put right, hopefully they will be quite sheepish, apologise and do the right think for you.

 

[Meoncoast]

I have had good service from Breeze in the past BUT this level of #$/^&€£ up would send me into a level of where I would need my blood pressure checked
I hope you get it sorted

 

[smgcowfoldparts]

It should not be damaged carrying out a repair. Speak to them and show them the photos or take the van there and see what they say.

Cheers

 

[gamort]

That is shocking. How that could be considered an acceptable job is beyond me.

 

[shambly]

Waiting for Breeze's service department to get back to me...

Meanwhile I've had a decent 20 minute discussion with VW customer service who, to their credit, will be following up with me tomorrow to see how Breeze are doing in rectifying the situation..

Simon

 

[777111]

Totally unacceptable.

They need to think hard about compensating you for that but this kind of thing can be repaired by specialist dash and interior repairers. I have seen some very good results. I don't think I would be going down a kitchen out route no matter what.
Making no excuses for them I guess accidents happen BUT to say nothing and leave you discover their accident / negligence / ignorance (delete as appropriate) is plain dishonest. That deserves the boot stuck in.

Be very interested to hear how they respond - it needs to include the words "dreadfully sorry" for a starter. Very poor customer service .

 

[Pete Wilkins]

I would be more than angry, if this happened to mine. I hope they sort it, lets I hope it was a single fitter/apprentice who did this and it was not not checked or noticed by the workshop manager. I would be very concerned if the management team knew and the dishonesty went through the dealership. Good luck with it.
Pete

 

[777111]

And again, definitely not letting the dealer off the very big hook they are on, lets remember this is all because VW cant make a window that doesn't leak even after 10 years. Had they ever produced a reliable sliding window then even the trip to the dealer, which is inconvenient enough, no risk of damage and then no battle sorting an issue should one occur - so all have been quite unnecessary.
Quite absurd VW still ship vehicles with this problem.

 

[shambly]

Breeze have quickly stepped up, apologised, and are going to replace the damaged trim.

Unfortunately it is currently on back order with VW…

It _may_ need co-ordination with the roof repair to fit it (i.e. kitchen may need to come out - surely no point in it coming out twice in quick succession??) which i'll raise with VWCS tomorrow.

I love our California but VW really need to get their collective act together; a lot of their dealer network lets them down; they've three major on-going issues with the California (sliding windows, roof pre-March 2013, RHD steering column) to address; and I'm not convinced that Van Centres are the right place from which support the California despite its T5 base.

Simon

 

[James]

Breeze have quickly stepped up, apologised, and are going to replace the damaged trim.

Unfortunately it is currently on back order with VW…

It _may_ need co-ordination with the roof repair to fit it (i.e. kitchen may need to come out - surely no point in it coming out twice in quick succession??) which i'll raise with VWCS tomorrow.

I love our California but VW really need to get their collective act together; a lot of their dealer network lets them down; they've three major on-going issues with the California (sliding windows, roof pre-March 2013, RHD steering column) to address; and I'm not convinced that Van Centres are the right place from which support the California despite its T5 base.

Simon

i am glad you are getting sorted.

I think VW do need to sort their dealership network out - they're asking people to pay a lot of money to own the California and they need to back that up with a dealer network or dealers that reflect that. Some dealerships are excellent but it seems that that the service you get is as good as the dealer so it is not a level playing field

I think the California should be sold by specialist dealerships, something similar to idea behind SMG.

Anyway, it's a pain and its awful feeling let down like this but as I said, glad it is getting sorted.


James

 

[Custardtart]

I've had marks to both front door cards by two different VW dealerships. I've left it be as I fear getting the door cards replaced is just opening a whole new can of worms with rattles, squeaks etc.

 

[777111]

Breeze have quickly stepped up, apologised, and are going to replace the damaged trim.

Unfortunately it is currently on back order with VW…

It _may_ need co-ordination with the roof repair to fit it (i.e. kitchen may need to come out - surely no point in it coming out twice in quick succession??) which i'll raise with VWCS tomorrow.

I love our California but VW really need to get their collective act together; a lot of their dealer network lets them down; they've three major on-going issues with the California (sliding windows, roof pre-March 2013, RHD steering column) to address; and I'm not convinced that Van Centres are the right place from which support the California despite its T5 base.

Simon

And for the inconvenience and emotional stress?
I would be looking for more than a fix for a problem they created and didn't even own up to at first. Shocking service.

 

[choplee]

Not great shambly i'll say....it just shows how a dealerships reputation can diminish with sending out some crap workmanship and then hundreds if not thousands of cali owners hear and see it,so lets lets hope they clear that up sooner and make you happy again as well as whip the tea boy that did this to your lovely cali .

 

[smgcowfoldparts]

Breeze have quickly stepped up, apologised, and are going to replace the damaged trim.

Unfortunately it is currently on back order with VW…

It _may_ need co-ordination with the roof repair to fit it (i.e. kitchen may need to come out - surely no point in it coming out twice in quick succession??) which i'll raise with VWCS tomorrow.

I love our California but VW really need to get their collective act together; a lot of their dealer network lets them down; they've three major on-going issues with the California (sliding windows, roof pre-March 2013, RHD steering column) to address; and I'm not convinced that Van Centres are the right place from which support the California despite its T5 base.

Simon

What are they going to replace that involves the kitchen coming out? As Breeze won't be doing your roof repair (and you have not been given a date for the roof repair either!?!) I would get the damaged items replaced as soon as you can once the damaged parts are available from Volkswagen.

Cheers

 

[shambly]

Alex,

Understood.

It is the plastic 'side' trim behind the hob/sink. They are unsure if it can be replaced without removing the kitchen; they believe that removing the window trim (that they also wrecked so needs to come out anyway and replaced) may make it possible.

Have SMG ever had to replace either piece damaged here by Breeze?

I appreciate that it is due process for the dealer at fault to attempt a full repair in the first instance, before VWCS involvement. And I also appreciate that Breeze are not one of the four current centres for roof replacement. VWCS did agree yesterday that it is crazy for the kitchen to come out twice in the next few months should that be necessary for this trim replacement as well as for the roof replacement.

Thanks,

Simon

 

[smgcowfoldparts]

We have replaced complete windows which is done from the outside and they are bonded in to the vehicle. We have not replaced that trim behind the kitchen unit, but have had kitchen units out of California's. It is a fair amount of work but once they have the parts then realistically it should be done in two days at the most. The last kitchen unit we removed was for a leaking fresh water tank and once we had the tank in stock it was finished the next day around lunchtime.

I have not seen any repair instructions so can't say whether or not the kitchen is coming out for the roof repair.

cheers

 

[muttley]

It is probably quite easy to make a mistake and damage the trim, but keeping quiet about it is never going to be acceptable.

Citygate in High Wycombe damaged some trim whilst replacing a window blind but, in contrast to your experience, they were completely open & honest about it. They had already ordered a replacement part, and even offered to get a mechanic to drive out to my house to fix it so that I wasn't inconvenienced. Excellent service.

Simon

 

[777111]

It is probably quite easy to make a mistake and damage the trim, but keeping quiet about it is never going to be acceptable.

Citygate in High Wycombe damaged some trim whilst replacing a window blind but, in contrast to your experience, they were completely open & honest about it. They had already ordered a replacement part, and even offered to get a mechanic to drive out to my house to fix it so that I wasn't inconvenienced. Excellent service.

Simon

Agreed - very much so. Some stuff on vehicles is undoubtedly very tricky and even with the best will in the world.... But to not to confess - very poor indeed.
Always preferable to leave stuff alone which is why when a 10 year old fault like leaking windows come along it is immensely frustrating to suffer consequences of poor manufacture.

Simon

PS why are there so many Simon's on this forum?!

 

[Andy]

I'm not convinced that Van Centres are the right place from which support the California despite its T5 base.

Agree with you there Steve, I've said that all along. Van centres deal with builders vans & to sell & maintain one of their most expensive models along side builders vans is not going to work. Also If sold from their car dealers they would probably sell more of them.

Took my Cali into local van centre for warranty work. The upstairs shutter was opening on it's own. When I collected it there was aluminium swarf on the floor in the back & on the glass kitchen top. I was not a happy bunny ! Will not be going back there again.

 

[KernowLad]

My local dealer was doing pretty well (sorted the roof paint issue, replaced the rear diff, replaced the steering column and more!!) then spoiled it when they "washed" it and covered it in scratches during a service.

They tried to get away with just a light polish but I wasn't happy. I demanded a full machine polish (a BIG job!) and got it; partly by CCing in the groups senior managers into my emails to the dealer's service manager.

Our recent BMW also had an issue with the roof paint (small flecks of silver in the grey paint). Initial response was poor so again I CC'd in management and got a very good level of service!

I can be a PITA when things go wrong but it almost always results in a very good outcome.