New Engine Required (VW Main Dealer Service to zero oil in 47 miles)

[pjduffill]

Just heard today that my 2020 California Ocean requires a "New engine" after the service team failed to tighten the oil filter last Friday (See post on Friday)

Although, i have no choice, what are your thoughts of this repair:

Can I trust the dealer to fit a new engine when they cant fit an oil filter?

Affecting the resale value of my van?

Any other thoughts you may have on this matter if this had happened to you?

*** Update ****

VW Dealership…

“I just want to reassure you that the repair will be carried out to whatever expense is required. We are looking to replace the Engine and Turbocharger along with any brand recommended associated parts”

 

[calikev]

Wow someone is in for a bollocking

 

[RedWhiteMonkey]

Sounds like a case for the dealer's liability insurance to sort out. Given that the dealer caused the problem I do not think it would be unreasonable to ask for the work to be carried out a different authorised workshop.

It will undoubtedly affect the vehicle value. Some will see it as a negative and run a mile. Some will be just view the mileage as that of the new motor, so you could potentially win.

 

[Ch1pbutty]

Blimey..At least they owned up and will fix it!

Always look on the bright side…a new engine, almost a new van. It will increase the resale value as fully documented.

 

[AdamsFamily]

My first thoughts.... Absolutely I'd be asking for it to be done elsewhere!!

But then given a moment to think about it, you should be assured of their best attention given the circumstances. I'd be expecting lots of sucking up and bending over backwards to ensure you are kept on side.
New engine - new warranty - new service plan - courtesy Cali whilst its being done (which I'd rag the crap out of) - could be some milking to be done here!!

 

[calikev]

When I last took my van for a service at vw they were more interested with carrying out a free health check and making a video of how my tyres are now down to 2.6mm and my stopping distance greatly increased if they spent more time doing the actual service these things would not happen in my view the look for other work often trying to scare the customer into work that’s not needed. Sorry this has happened to your pride and joy but to them they don’t care one jot .

 

[The Tall Luthier]

The dealer is offering to fix your van with approved mechanics free of charge. If I were them I wouldn't entertain the idea of you trying to outsource their offer. I would dig in my heels and wait for you to go to the expense of a court order, which would be hard to obtain, given that they meet industry standards.

The resale value of the van won't be affected, you have documentation explaining why repairs were necessary.

 

[Perfectos]

The message on the screen in the van should have read

"Error, Oil pressure, Stop Vehicle, Consult Dealers Bank account "



Sorry to hear your woes

I would ask for a full written explanation from VW as to why your Vehicle needs a new engine.

I suspect the dealer will want to carry out the work themselves for obvious reasons of cost control.

VW franchised businesses are scored by VW on complaints (key performance indicators).
VW supply the parts, provide the training and warrant the work of the Dealer network ! (The whole network) instances like this don't go down too well when being audited for ongoing Franchise! The Dealer will want to do all they can to keep you happy.

Get the reason in writing, then You can show the next owner the legitimate reason in writing, along with the 2years parts and Labour Warranty I have No doubt you will be getting for that new engine, and the free servicing of the engine, I would assume that would placate any future owners worries ?

I personally would not consider a new engine a negative given the circumstances if the legitimate reason were provided in writing on Dealer headed paperwork.

Believe me the dealer will make sure the engine is fitted correctly.

A LARGE dollop of good will would be being discussed for your troubles !

 

[Corradobrit]

An unfortunate situation for sure. At least the dealership are owning it and have stepped up with a solution. Make sure (in writing) the inhouse Master tech is doing the work and that the idiot who did the oil change gets nowhere near it. You want confidence that the work is being done by competent hands who has done the job multiple times.
I would also stipulate that a brand new engine is installed and not a factory reconditioned one. Under the circumstances you want to be sure even the bleeding obvious is in writing.
Kudos to you for handling this the way you seem to be from your posts here.

 

[pjduffill]

The message on the screen in the van should have read

"Error, Oil pressure, Stop Vehicle, Consult Dealers Bank account "



Sorry to hear your woes

I would ask for a full written explanation from VW as to why your Vehicle needs a new engine.

I suspect the dealer will want to carry out the work themselves for obvious reasons of cost control.

VW franchised businesses are scored by VW on complaints (key performance indicators).
VW supply the parts, provide the training and warrant the work of the Dealer network ! (The whole network) instances like this don't go down too well when being audited for ongoing Franchise! The Dealer will want to do all they can to keep you happy.

Get the reason in writing, then You can show the next owner the legitimate reason in writing, along with the 2years parts and Labour Warranty I have No doubt you will be getting for that new engine, and the free servicing of the engine, I would assume that would placate any future owners worries ?

I personally would not consider a new engine a negative given the circumstances if the legitimate reason were provided in writing on Dealer headed paperwork.

Believe me the dealer will make sure the engine is fitted correctly.

A LARGE dollop of good will would be being discussed for your troubles !

Friday afternoon:

Email from dealership asking for “Google Review”

Email survey from VW

Today:

Reminder email from VW Survey - time-bound required on 16/02 before 9:00am

 

[vbk1975]

Just heard today that my 2020 California Ocean requires a "New engine" after the service team failed to tighten the oil filter last Friday (See post on Friday)

Although, i have no choice, what are your thoughts of this repair:

Can I trust the dealer to fit a new engine when they cant fit an oil filter?

Affecting the resale value of my van?

Any other thoughts you may have on this matter if this had happened to you?

Many thanks

View attachment 132490

View attachment 132491

Engine changes at Dealers is not abnormal, but I would make sure they are fitting a full engine and not a half block. (Bottom end only) .Regardless they will swap all the ancillaries, be confident that anything likely to be effected by low oil pressure is changed. I am not a Turbo expert but that is the only obvious oil fed ancillary and any oil cooler etc, but it depends if the damage to the engine has caused debris that has made its way into the ancillaries.

 

[Meoncoast]

I would be happy rather than being told we have fixed the leak and topped it up with new oil and a new filter. Just want a loan van FOC for the time of repair.

 

[Black.Sheep.Cali]

My first thoughts.... Absolutely I'd be asking for it to be done elsewhere!!

But then given a moment to think about it, you should be assured of their best attention given the circumstances. I'd be expecting lots of sucking up and bending over backwards to ensure you are kept on side.
New engine - new warranty - new service plan - courtesy Cali whilst its being done (which I'd rag the crap out of) - could be some milking to be done here!!

I completely agree. The courtesy Cali needs to be without delay. The new engine install that’s difficult assuming all confidence has been lost with the current dealer but either way it should be your choice where it is completed.

Good luck @pjduffill

 

[Perfectos]

Friday afternoon:

Email from dealership asking for “Google Review”

Email survey from VW

Today:

Reminder email from VW Survey - time-bound required on 16/02 before 9:00am

Time to tell the dealer & vw what you think

 

[KevH]

Time to tell the dealer & vw what you think

Maybe wait until the engine is in and you are happy with it before letting rip? I’d not want to give any individual cause to sabotage the new engine.
Then give then hell

 

[Kernowboy]

Such a shame. Initial issue was certainly unacceptable but sounds like they are accepting liability and providing a proper resolution without argument. Credit where it’s due and I’m not sure what letting rip would achieve. As long as they provide appropriate alternative transport, deal with the replacement quickly and professionally and provide appropriate acknowledgement of the time and effort taken to address then I would accept that mistakes happen, be very thankful that the dealer actually came good in the end (I suspect a lot of others would have been much more difficult) and insist on some proper retraining and supervision for the ‘mechanic’ who made the mistake in the first place.

 

[flying banana]

Everytime I change the oil on an engine I run it up and check for leaks on the filter and sump plug before putting the undertray back on. Basic mechanics. What a bunch of clowns.
Good luck.

 

[reserves]

How many miles had your original engine done?

 

[Georgeo]

My first thoughts.... Absolutely I'd be asking for it to be done elsewhere!!

But then given a moment to think about it, you should be assured of their best attention given the circumstances. I'd be expecting lots of sucking up and bending over backwards to ensure you are kept on side.
New engine - new warranty - new service plan - courtesy Cali whilst it’s being done (which I'd rag the crap out of) - could be some milking to be done here!!

Why “rag the crap out of”. It will be sold to someone later. Alway look after your equipment. Whether you own it or not.

 

[pjduffill]

The message on the screen in the van should have read

"Error, Oil pressure, Stop Vehicle, Consult Dealers Bank account "



Sorry to hear your woes

I would ask for a full written explanation from VW as to why your Vehicle needs a new engine.

I suspect the dealer will want to carry out the work themselves for obvious reasons of cost control.

VW franchised businesses are scored by VW on complaints (key performance indicators).
VW supply the parts, provide the training and warrant the work of the Dealer network ! (The whole network) instances like this don't go down too well when being audited for ongoing Franchise! The Dealer will want to do all they can to keep you happy.

Get the reason in writing, then You can show the next owner the legitimate reason in writing, along with the 2years parts and Labour Warranty I have No doubt you will be getting for that new engine, and the free servicing of the engine, I would assume that would placate any future owners worries ?

I personally would not consider a new engine a negative given the circumstances if the legitimate reason were provided in writing on Dealer headed paperwork.

Believe me the dealer will make sure the engine is fitted correctly.

A LARGE dollop of good will would be being discussed for your troubles !

Maybe wait until the engine is in and you are happy with it before letting rip? I’d not want to give any individual cause to sabotage the new engine.
Then give

How many miles had your original engine done?

43,000

 

[lohr500]

With 43,000 on your old engine, I would say getting a new engine fitted is a really good result.
43,000 isn't a massive mileage for a modern diesel, but starting again at zero has to be good news.

Any buyer shouldn't be put off by the engine change given the explanation. Just keep some written proof as to why it was changed.

As others have said though, check carefully that you are getting a brand new complete factory engine and not a reconditioned full or short one. I would also ask them to confirm that the turbo will be replaced as part of the full engine. There is a risk that the turbo bearing could have suffered some oil starvation and that may well lead to premature failure.

 

[pjm-84]

Agree. These things happen. Just check whether its a full engine or short engine, and replacement of turbos due to possible oil starvation.

By default it should be a full engine due to insufficient lubrication to the cam / cam gear

 

[The Tall Luthier]

The other thing that strikes me, is that we all make mistakes! From businessman at the top of the Shard to coalminers working underground and everyone in between.

All of us in work would hate to be remembered only for the mistakes that we made.

Perhaps the measure of this place isn’t in the mistake that it’s made but in the solution that it’s offering.

 

[AdamsFamily]

Friday afternoon:

Email from dealership asking for “Google Review”

Email survey from VW

Today:

Reminder email from VW Survey - time-bound required on 16/02 before 9:00am

Think I'd be sending an email back asking them that given the circumstances, and where things stand, would they like to retract the review request until its complicated.... and just add "but I'm more than happy to complete as it stands"

 

[AdamsFamily]

Why “rag the crap out of”. It will be sold to someone later. Alway look after your equipment. Whether you own it or not.

Just my knee jerk reaction to what I'd do from past experiences with dealers and services. They don't give a toss, just want your money... my opinion.
Harsh - yes, but I get what you're saying.

I've not had anything as bad as this go wrong, and I think the mixed responses show how different we all are, and how differently we'd react, and how different our expectations are to reconcile.