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

[pjduffill]

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"

Had a brief call from the service manager this morning to confirm that they have ordered a new engine (this is on back order, whatever that means) Any decision making after this is beyond his pay grade.

I'm just waiting on call from the VW business Manager, who has returned to this debacle from holiday today. Currently six days on with no senior management communication or courtesy vehicle.

 

[AdamsFamily]

Had a brief call from the service manager this morning to confirm that they have ordered a new engine (this is on back order, whatever that means) Any decision making after this is beyond his pay grade.

I'm just waiting on call from the VW business Manager, who has returned to this debacle from holiday today. Currently six days on with no senior management communication or courtesy vehicle.

On back order I kind of get - after all, its not like they'll have one sat on a shelf waiting to fit - less so now they have stopped making them.
However, this is where my frustration would kick in. I'd want a little more detail than "we've ordered it, but its on back order" - like what's your estimate for delivery... a week, a month, three months...

Clearly being a manager of a department has no bearing. He might not have all the answers - but he should be making it part of his paygrade to get you answers, get you in a replacement, and have you feel like you are being dealt with correctly. Hopefully the VW Business Manager has some better communication to pass on - if not - its time to start climbing the chain. Dealer Principle next.... and then VW Head Office. Just make sure you're communication by phone is followed with an email so you have written evidence!!
Good luck. You have more patience than me

 

[vbk1975]

Had a brief call from the service manager this morning to confirm that they have ordered a new engine (this is on back order, whatever that means) Any decision making after this is beyond his pay grade.

I'm just waiting on call from the VW business Manager, who has returned to this debacle from holiday today. Currently six days on with no senior management communication or courtesy vehicle.

My experience with VW UK dealers is that "Backorder" is used randomly. Our local dealer tends to use the term for Items not in the UK warehouse, they tend to get a large delivery once a week for parts that come via Germany and a daily delivery for UK stock items. I have always manged to get an estimated date from the dealer regardless, although i have had the date slip (specifically roof pump oil during Covid)

I would be surprised if there isn't a large stock of pre built engines stored somewhere in Germany, given the sheer volume of these engines is use and within warranty period.

 

[dspuk]

At my old employer (Nissan) we never had piles of engines just lying about. If a car, specificily in my knowledge a UK built one, needed a complete new engine, it would be scheduled into the production line and built, then being shipped on just after the point it would normally be lifted out and put into a vehicle. Engines in warehouses is a high cost challenge in todays JIT processes. Most OEM’s moved to a near zero stock situation (or hiding in an offsite warehouse with a supplier) a long time ago.

 

[pjduffill]

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.

VW Manager this afternoon.

“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”

 

[derek_j_buchanan]

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”




View attachment 132491

Why go elsewhere? Mistakes happen and they can happen anywhere at any garage. I suspect this garage will be being doubly careful now.

 

[gatvol]

Bad things happen to good people I am afraid.

You are in a lose scenario, you just have to make the best of it.

In your shoes I would

1. Get the condition of the vehicle and engine bay fully documented with a HD video. Any vehicle of this age will have damage. Whether the dealer does any more damage will be near impossible to prove without this evidence

2. Allow the main dealer to replace the engine

3. Keep full written documentary evidence of what happens

4. Upon completion, take the vehicle straight to a mechanic (prove mileage) you do trust and ask him to inspect the job, plug a diagnostic unit in it to recover any codes. He will know where VW might have messed up and caused collateral damage

I had a Range Rover engine die an hour after a service in South Africa. I had my independent mechanic watch the Land Rover main dealer strip the engine down as I had zero faith in them.

You could also try this, but there is obviously a cost and it may be seen as too aggressive in the UK.

 

[Christine Kirk]

Sounds likely that you’re going through a rough time but getting angry with service people is not going to make your work any better for you!
We had issues with our California leaking oil from the off and the agent (jct600) did try very hard to sort it out however it took them three attempts to fix it. Engine out and splitting it from the gearbox requires the wheel alignment to be done to make sure that it drives properly; ours didn’t and getting it fixed was eventually done by another branch who put their senior technician onto the task! ( Hull JCT)
Not a good experience as the California was off the road for several weeks whilst this saga played out!
Best hope they get it right first time, and stay calm acting the injured party would be my approach .

 

[pjduffill]

Bad things happen to good people I am afraid.

You are in a lose scenario, you just have to make the best of it.

In your shoes I would

1. Get the condition of the vehicle and engine bay fully documented with a HD video. Any vehicle of this age will have damage. Whether the dealer does any more damage will be near impossible to prove without this evidence

2. Allow the main dealer to replace the engine

3. Keep full written documentary evidence of what happens

4. Upon completion, take the vehicle straight to a mechanic (prove mileage) you do trust and ask him to inspect the job, plug a diagnostic unit in it to recover any codes. He will know where VW might have messed up and caused collateral damage

I had a Range Rover engine die an hour after a service in South Africa. I had my independent mechanic watch the Land Rover main dealer strip the engine down as I had zero faith in them.

You could also try this, but there is obviously a cost and it may be seen as too aggressive in the UK.

Hello gavtol,

Thank you for your reply.

Dealership has owned the problem.

Solution

New engine
New Turbo

On completion and before collection agreed independent inspection by Dekra

After Damage Repair Inspection | DEKRA

As a qualified third party, DEKRA inspects your vehicle after damage has been repaired in accordance with the required official safety standards. Interested?

www.dekra.com

Been supplied with “New” (zero miles) T7 Coast until fixed

Bad things happen to good people I am afraid.

You are in a lose scenario, you just have to make the best of it.

In your shoes I would

1. Get the condition of the vehicle and engine bay fully documented with a HD video. Any vehicle of this age will have damage. Whether the dealer does any more damage will be near impossible to prove without this evidence

2. Allow the main dealer to replace the engine

3. Keep full written documentary evidence of what happens

4. Upon completion, take the vehicle straight to a mechanic (prove mileage) you do trust and ask him to inspect the job, plug a diagnostic unit in it to recover any codes. He will know where VW might have messed up and caused collateral damage

I had a Range Rover engine die an hour after a service in South Africa. I had my independent mechanic watch the Land Rover main dealer strip the engine down as I had zero faith in them.

You could also try this, but there is obviously a cost and it may be seen as too aggressive in the UK.

Hello

After Damage Repair Inspection | DEKRA

As a qualified third party, DEKRA inspects your vehicle after damage has been repaired in accordance with the required official safety standards. Interested?

www.dekra.com

 

[pjduffill]

Sounds likely that you’re going through a rough time but getting angry with service people is not going to make your work any better for you!
We had issues with our California leaking oil from the off and the agent (jct600) did try very hard to sort it out however it took them three attempts to fix it. Engine out and splitting it from the gearbox requires the wheel alignment to be done to make sure that it drives properly; ours didn’t and getting it fixed was eventually done by another branch who put their senior technician onto the task! ( Hull JCT)
Not a good experience as the California was off the road for several weeks whilst this saga played out!
Best hope they get it right first time, and stay calm acting the injured party would be my approach .

Hello Christine Kirk,

Thank you for your reply.

Dealership has owned the problem.

Solution

New engine
New Turbo

On completion and before collection agreed independent inspection by Dekra

After Damage Repair Inspection | DEKRA​

As a qualified third party, DEKRA inspects your vehicle after damage has been repaired in accordance with the required official safety standards. Interested?

www.dekra.com


Been supplied with “New” (zero miles) T7 Coast until fixed

 

[Maelstrom]

Nowhere near as serious, but the dealers slammed my bonnet shut with the dipstick sticking out and bent it in half. I couldn't understand how they could have missed something bright orange, at eye level, but hey, mistakes happen. You've got to hope that they do their best by you now

 

[Perfectos]

Nowhere near as serious, but the dealers slammed my bonnet shut with the dipstick sticking out and bent it in half. I couldn't understand how they could have missed something bright orange, at eye level, but hey, mistakes happen. You've got to hope that they do their best by you now

What a Dipstick

 

[PeteS]

As most have said I would go for the new engine. As least the dealer has owned up to the problem and offered a replacement. If you try to take the van to another dealer to fix then you may have to pay the other dealer to fix it and then claim it back from the first dealer. At this point you may be arguing about what parts they replaced and they could also say that you are getting a better engine so may not pay the full amount. Also the cost to the first dealer to replace the engine will be a lot cheaper as they won’t bear the full labour costs.
I thought I read somewhere that if VW fit a new engine then it will have the same engine number.
I would not worry about the re sale value as it might be better with the new engine. I would also get a letter from the dealer stating why the engine was changed so that any prospective buyer would be able to see that it was not your driving or lack of maintenance that resulted in a new engine.
If I was really concerned then I would get the engine checked once it was fitted but I expect that they will not want to make the same mistaken again.
Also the new engine and other parts should come with a 2 year warranty.