New member query California breakdown

[george&toni]

we have had a T25 for 13 happy years and took delivery of brand new VW California SE 180 a week ago. second day broke down and would not start - control panel saying tyre pressure, ABs, and fuel gauge all needed dealer repair. VW assistance very helpful ruling out the obvious loose wire, fuses etc. Into VW garage where it has now been for 5 days. have contacted customer care. Welcome suggestions/thoughts/experiences? thanks

 

[snowy55]

When my Cali roof drooped down on one side from new it was OK to use for weekends away.

When it went in for repair they brought us out an UP! (their exclamation mark) even though it had been carefully explained and agreed that my wife needed the capacity of a VW Caddy as a minimum due to the nature of her business. The collection driver rang in and it was agreed to swop the UP!,VW smallest cheapest vehicle in their range , the next morning for a Transporter Van which was fine.
Half a mile from work the petrol light came on so we put petrol in the UP!, even though it was being swopped in the morning, not very happy, we fully expect to put fuel in a vehicle that we use but this was ridiculous.
The next morning they delivered a Transporter which was filthy in the load area to say the least, the next morning on setting off to work, the screen washer would not work- there was no water in the reservoir so topped that up.

We ran the Transporter for the rest of the week and the dealer agreed we should not put any fuel in it.

So if you have just payed about £50,000 hard earned pounds for your Cali and you need to go away INSIST ABSOLUTELY INSIST they give you a loan Cali, there are hire / demos Cali's in the VW system, whilst yours is being repaired so you can carry on with your planned trips. If a car is sufficient then DO NOT let them swop your £50k Cali for crabby UP! INSIST on decent car.

Do not let them fob you off,they have got your money so make sure you have something in return.

 

[george&toni]

Don't know whether to laugh or cry. I was reassured that they would be looking at like for like on the California or as close as they could get. Imagine my joy as I got out on the forecourt to be told that the "ever so spacious" polo was the only vehicle available! Three courtesy cars on I have now got a mondeo estate (which at least my bike can go in!).
Of greater long term concern that the debacle of the replacements is the fact that if successive specialists from VW have not been able to identify the problem and say it is new to them; but they "hope" that replacing some parts will rectify problem. There is a loss of confidence on my part as it is turning into a very unexpected and different 50K adventure than was planned.
Is it reasonable to ask for replacement/reimbursement? - we had driven it approx 40 miles on top of delivery miles.

 

[Meoncoast]

I do not know think I would be in tears as well. I would be talking to VW direct and possible seeking legal advise about rejecting this van, OK if a fault things happen and in for repair and back the next day but your scenario beggers believe. What a poor start to your Cali experience. I would be also worried I had a van built/put together on a Friday afternoon before a Bank Holiday. Also re loan vehicle what is the sales manager driving home in tonight bet it is a coumpany car and not a Polo

 

[george&toni]

Thanks Andy. Very stressful and upsetting for family. The longer it goes on the more I feel your approach is right. Having waited years to be able to buy new; recently have had thoughts about Fiat motor homes. Possibly heresy and I will be struck off - but so be it! Absolutely wish had never got into this situation.

 

[snowy55]

If you wish to go down the " vehicle rejection" route then on a £50k vehicle it would be worth seeking proper legal advice and not well intentioned opinions from arm chair lawyers like me

When our roof didn't function correctly on the first night our hearts sank and we wondered if we had made a disastrous decision, but since then all has been well.

This for you is a heartbreaking start to Cali ownership but they are a very complicated piece of equipment with plenty to go wrong.

If you are not happy with the situation and how you have been treated get professional legal advice on what to do next.

 

[Gasgas]

I am sorry to hear about your problem with your California ,my thoughts are that you have to give them a chance to fix it before you can reject it on not fit for purpose law.

However to be given a polo is an insult and needs to be rectified at once.
All VW California dealers have to run a demonstrator at all times and at the very least they need to give it to you until yours is repaired without argument.If not then you need to let them know that it is leaving a very bad taste and you will look at hiring a California and giving them the bill and /or taking legal advice re rejecting the vehicle under not fit for purpose.

It makes my blood boil when dealers adopt this sort of attitude of taking the money (sales dept) and shifting all the responsibility onto the service dept when something goes wrong, who in fairness probally only run polo's as service loan cars,they need to pool their resource and bend over backwards to keep the customer feeling calm,valued and reassured that they are in safe hands ,then all will end well rather than any bad feeling .

 

[Meoncoast]

George and Toni

Our California is the best leisure vehicle we have ever owned, yes we have had some minor issues but your start was a disaster, I was looking at VW vans website yesterday and they were offering a 30 day 1000 mile " right of exchange" on second had vehicles so if you had bought a 1 day old van you could take them up on it. Get a good Cali and you will not look back. On this website there have been people on here waiting for over a week for repairs that dealers such as SMG can turn around in a day.

As others have said seek legal advise and act quickly if you plan to reject.

If you give up on this Cali do not give up on all Calis. Good luck whatever you do keep the forum posted

Who is your dealer

 

[george&toni]

Thanks for all the advice - hugely appreciated.

With the weather as it is today it is a reminder of all the reasons why we wanted a Cali to go away in.

am awaiting a reply from customer support; apparently a case manager will be allocated in 48 working hours (not Saturdays).

The problem is perhaps exacerbated by the fact that I bought the van from a dealership (who have been in fairness very sympathetic and supportive) but the van is in the local dealership for examination/repairs etc. Maybe the personal connection is diluted; but it should still be treated as a priority etc.

Will keep you posted.

Best

 

[george&toni]

Just for general info.

Our brand new cali was "fixed" after nine days with a faulty relay switch being the problem. Great to have her back at last.

I had registered the complaint with customer care team - who are emailing me. After 7 days I asked for an update and have been informed that they cannot email me directly but it has to go thorough somewhere else for approval.

Anyone got realistic timescales. I can speak to the allocated manager who will apologise for the United Kingdom but nothing actually gets done.

Thanks to all