Service Plan

[Blackbrogue1962]

Currently sitting in my local VW service centre having been told that VW won't authorise my service. I've a 12 month old T6.1 California Ocean bought in Jan 24 with a 5 year service plan. I was contacted by EV Crawley who sold me the Cali and asked to book it in for a service. I booked into my local dealer in Edinburgh, all straight forward until I arrived here this morning and once checked in the service centre saying VW won't approve the service as it's not due until 20000 miles. This is clearly wrong and I'm waiting to speak to VW customer services but would be interested to know if anyone else has had this problem?

 

[GreenMissile]

Currently sitting in my local VW service centre having been told that VW won't authorise my service. I've a 12 month old T6.1 California Ocean bought in Jan 24 with a 5 year service plan. I was contacted by EV Crawley who sold me the Cali and asked to book it in for a service. I booked into my local dealer in Edinburgh, all straight forward until I arrived here this morning and once checked in the service centre saying VW won't approve the service as it's not due until 20000 miles. This is clearly wrong and I'm waiting to speak to VW customer services but would be interested to know if anyone else has had this problem?

Be interested in this plays out for you as I have purchased at the same time as you and have the same package and was thinking about booking mine at Edinburgh for its first service some point in January. My mileage at the moment is just over 10,000. Good luck.

 

[dspuk]

Currently sitting in my local VW service centre having been told that VW won't authorise my service. I've a 12 month old T6.1 California Ocean bought in Jan 24 with a 5 year service plan. I was contacted by EV Crawley who sold me the Cali and asked to book it in for a service. I booked into my local dealer in Edinburgh, all straight forward until I arrived here this morning and once checked in the service centre saying VW won't approve the service as it's not due until 20000 miles. This is clearly wrong and I'm waiting to speak to VW customer services but would be interested to know if anyone else has had this problem?

Why is it clearly wrong that the service is not due till 20K?

 

[Blackbrogue1962]

After a frustrating morning resulting in the service not being completed, a formal complaint has now been raised with VW. In answer to a previous reply, the reason I expected to be able to have the service completed after 12 months and 10k miles is that was the service interval I was informed of when I bought the Cali and reinforced by the dealer (EV Crawley) messaging me and asking me to book it in. The service agreement indicates 5 x services and 3 x MOTs but with no mention at all of mileage or time restrictions.

The issue seems to be that the service plan set up is a flexible one allowing 5 x services over a 10 year period with the first service due at 20k miles or 2 years. The dealership claim to never have heard of a 10 year plan and at a loss as to why a plan they claim to never have heard of has been put in place. What adds to my frustration is that, given the inability of Clarks to carry out the service, I called in to VW Western to see if they could carry out the service. Despite me explaining that Clarks hadn't been able to authorise the service, they were happy to book it in based on the information on the service plan they could access on One Link (VW system that holds service plan details). As the VW complaints manager I was speaking to admitted, if I do take it in for the booked service, the likelihood is that it would again be refused.

I now have to wait for the complaint to be actioned. It would, however, be useful to have confirmation from those who bought a Cali 12 months ago with the offered 5 year service plan that they have been able to book a service at the 12 month point.

 

[dspuk]

In answer to a previous reply

TBF the service plans are complicated and because you can never see them online it can be confusing to know what you bought.

I *think* we also got the 5 year one thinking it was one a year for 5 years. The dealer we use, a transporter one, told us it was a 2 service one that can happen anytime in the first 5 years, but not after 20K or 2 years. We have had the first one (at about 10K but 2 years and the vehicle told us to go in) but not the second. I'm awaiting the sensor to tell me as also getting an orange light coolant valve issue fixed at the same time.

If it is before that it seems it is based on your type of driving and the oil sensor - so shorter frequent trips may lead to dirtier oil and therefore a quicker service.

Anytime I have booked though they have checked my service plan on the phone, which yours should have done before you rocked up. Pretty sure new cars have not been the old std of 10K or a year for quite some time.

The below is my online view - the next oil service is due in 3.6K or just under a year, whichever is first. This will equate to 2 services in 4 years if done by next July.

 

[Blackbrogue1962]

While I'm waiting for the investigation into my complaint to begin, I'm coming around to the view that the error was my dealer calling me forward for a service when it wasn't due. This was compounded by the dealer, on collection, telling me that the I should have it serviced annually. What also hasn't helped is the servicing dealing being happy to make a booking for a service that, on arrival, they discover cannot be completed because it's not yet due. The lack of communication and awareness between dealer, VW financial services and VW maintenance has been deeply frustrating.

 

[Wannabecamperman]

The clue should surely be in the name, '5 Year Promise'. If the dealer called you to book the service in, albeit not the servicing dealer, then surely the first service can and should be due. I'm astonished that they are insisting the Cali can't be services before 20k miles, as my understanding as others mention above is that is should be no later than the first 20k miles.

 

[dspuk]

The clue should surely be in the name, '5 Year Promise'. If the dealer called you to book the service in, albeit not the servicing dealer, then surely the first service can and should be due. I'm astonished that they are insisting the Cali can't be services before 20k miles, as my understanding as others mention above is that is should be no later than the first 20k miles.

I've had a few of these mails and messages for my Cali and Tiguan. I just ignore them until the car tells me it is service time. As you say, my understanding is the same, 20K OR 2 years, whichever is first. I believe it is called the "Long Life" service plan and the most common one for 6.1 Calis

 

[andyinluton]

VW won't approve the service as it's not due until 20000 miles. This is clearly wrong and I'm waiting to speak to VW customer services but would be interested to know if anyone else has had this problem?

When does the van tell you it needs servicing? - I'm on the "longlife" servicing plan & the van indicated it needed doing at about 16K and 18 months.

Service intervals for the T6.1 are reduced slightly & the max it will go to is 18600 miles or two years rather than the previous 20000

 

[Stargazing]

My Cali is 12 months at the end of this month. I have got it booked in at the beginning of January 2025 for its first service at Listers Droitwich. I explained that the mileage hasn't reached anywhere near 20000k - and I want to get the service done after 12 months. They said that is fine and if the mileage isn't reaching its limit, a yearly service is best. They said they would adjust the computer in the Cali when its in.
I think it is prudent in any case to have an oil service after a year as the engine beds in.
You can choose the interval time - either yearly or bi-yearly.

It sounds to me that your dealer is confused. I would try a few conversations with a couple of dealers and arm yourself with the facts.

 

[Blackbrogue1962]

My Cali is 12 months at the end of this month. I have got it booked in at the beginning of January 2025 for its first service at Listers Droitwich. I explained that the mileage hasn't reached anywhere near 20000k - and I want to get the service done after 12 months. They said that is fine and if the mileage isn't reaching its limit, a yearly service is best. They said they would adjust the computer in the Cali when its in.
I think it is prudent in any case to have an oil service after a year as the engine beds in.
You can choose the interval time - either yearly or bi-yearly.

It sounds to me that your dealer is confused. I would try a few conversations with a couple of dealers and arm yourself with the facts.

 

[Blackbrogue1962]

I will be interested to hear if your service is authorised once your servicing dealer books it in for it to be completed. I had been called forward for my service, booked in without difficulty and it was only when I dropped it off that the issue of the service not being due until 20k miles or 2 years was raised. Subsequent conversations between the servicing dealer, the dealer I bought the car from, VW finance and customer complaints were unable to resolve the issue as VW maintenance were insistent that the service was not due until 20k miles or 2 years. My conversation with Eurovan in Crawley was just the same as yours with Listers - as mentioned they’d texted me and called me forward for the service to be completed.

 

[trev0rk]

A couple of thoughts.
1) You go onto the All-in until your services have been completed.
2) There was a thread sometime back where owners were complaining that their service plan ‘dropped off’ the VWFS computer after 6 years and their unused services disappeared into the ether.

 

[procrastinator]

I had this with Breeze Poole last week. Also bought from EV Crawley, who have been emailing me that the van is due it's first service .
Breeze were told the mileage when I booked it in, but did not think VW would aprove it when I tried to leave it with them, he kept refreshing his screen waiting to see if it would be approved, I asked him why? he also said my mileage was not high above, I pointed out it was on a 5 year service plan and if I didn't get it serviced anually I would not get the promised 5 services. I was told I needed to talk to VW financial services, I would have to ring them as it was my plan, nothing to do with them, he did give me their phone number 0370 010 2022. After the usual press this button press that button i spoke to someone who put me on hold and after 5 minutes said it was approved get the dealer to refresh again.
It took a further 20 minutes to come up on the dealer screen. there is 1 1/2 hours of my life I won't get back!

 

[Blackbrogue1962]

I had this with Breeze Poole last week. Also bought from EV Crawley, who have been emailing me that the van is due it's first service .
Breeze were told the mileage when I booked it in, but did not think VW would aprove it when I tried to leave it with them, he kept refreshing his screen waiting to see if it would be approved, I asked him why? he also said my mileage was not high above, I pointed out it was on a 5 year service plan and if I didn't get it serviced anually I would not get the promised 5 services. I was told I needed to talk to VW financial services, I would have to ring them as it was my plan, nothing to do with them, he did give me their phone number 0370 010 2022. After the usual press this button press that button i spoke to someone who put me on hold and after 5 minutes said it was approved get the dealer to refresh again.
It took a further 20 minutes to come up on the dealer screen. there is 1 1/2 hours of my life I won't get back!

Interesting to hear. Clearly exactly the same issue as I had. I too was asked to call the same phone number and speak to customer services but, in my case, they stuck to the line that the service was not due and that they wouldn’t authorise it. Subsequent conversations with both the salesman and service department at EV Crawley resulted in me being told that the only way the issue could be resolved was by raising a complaint with VW customer relations which I have done. The complaint handler also looked into the issue and spoke to the maintenance department of VW but was unable to resolve it and hence the complaint now being escalated. For information my Cali has done 11k miles in the 11 months I’ve had it so, in my mind, a service would be due.

 

[Mansfieldman750]

Interesting to hear. Clearly exactly the same issue as I had. I too was asked to call the same phone number and speak to customer services but, in my case, they stuck to the line that the service was not due and that they wouldn’t authorise it. Subsequent conversations with both the salesman and service department at EV Crawley resulted in me being told that the only way the issue could be resolved was by raising a complaint with VW customer relations which I have done. The complaint handler also looked into the issue and spoke to the maintenance department of VW but was unable to resolve it and hence the complaint now being escalated. For information my Cali has done 11k miles in the 11 months I’ve had it so, in my mind, a service would be due.

When you get it sorted out, which I’m sure you will, ask the service centre to reset the service interval to 10,000 miles. Mine was serviced on November 5th and this has been done.

 

[Wannabecamperman]

Interesting to hear. Clearly exactly the same issue as I had. I too was asked to call the same phone number and speak to customer services but, in my case, they stuck to the line that the service was not due and that they wouldn’t authorise it. Subsequent conversations with both the salesman and service department at EV Crawley resulted in me being told that the only way the issue could be resolved was by raising a complaint with VW customer relations which I have done. The complaint handler also looked into the issue and spoke to the maintenance department of VW but was unable to resolve it and hence the complaint now being escalated. For information my Cali has done 11k miles in the 11 months I’ve had it so, in my mind, a service would be due.

The fact it has exceeded the 10k miles guidance suggests that it should qualify for it's first service, regardless of age. For the cost of the vehicle this is bloody appalling service IMO.

 

[Blackbrogue1962]

When you get it sorted out, which I’m sure you will, ask the service centre to reset the service interval to 10,000 miles. Mine was serviced on November 5th and this has been done.

View attachment 131168

I think, like most, my expectation with the 5+ service plan that it would be every year for the first five years and based on an approximate mileage of 10k a year. This would match the included first 3 x MOTs. When speaking to the complaint handler, I made it clear that this was the resolution I was hoping for and as explained by EV Crawley when I collected the van. I’m hopeful that it will be resolved successfully but there’s obviously confusion between the supplying dealer and the providers of the service plan.

 

[procrastinator]

Reading this post, I think I got lucky! my van has an embarrasing 1100 miles In one year, we have been away weekends locally and a week in Cornwall, but plans on hold with an elderly mother not coping very well living on her own.

I was always told, low mileage needs yearly servicing as it is not so good for its oil, if they insist on flexible service, about 20,000k miles, a five year service plan would reach 100,000k!

I was led to believe by EV Crawley it was an anuall service otherwise why 5 year warranty and service plan?

 

[Mansfieldman750]

Striking similarities, ours also came from Eurovans Crawley and having it serviced locally ( Marshall’s Lincoln ) Also around 10,000 annual mileage.
When first year was up booked it in for a service similar to @Stargazing above and explained I wanted annual services, and hasn’t been a problem since.
They’ll come round to your way of thinking eventually

 

[Mansfieldman750]

The fact it has exceeded the 10k miles guidance suggests that it should qualify for it's first service, regardless of age. For the cost of the vehicle this is bloody appalling service IMO.

Yes, a bizarre situation when a conscientious owner wants to have their van serviced and the manufacturer won’t let them !

 

[dspuk]

Yes, a bizarre situation when a conscientious owner wants to have their van serviced and the manufacturer won’t let them !

You can have your van serviced anytime you like.

You just have to pay for it.

If you buy a plan with conditions on when it is serviced, you can’t.

I sympathise the OP is peeved off about the situation, given he was under a misapprehension caused by disconnected dealer systems, and venting here helped and allows him to tell the dealer and OEM is is on a forum about it, but it’s really not that complex.

If I was him I’d have just gone home and waited till the service was due.

 

[Scapa]

Interesting read and disappointing to hear how the OP has been treated. I had a 2 service package which I assumed would take 4 years to use, however the vehicles computer said differently. First service indicated at 18 months (approximately 11k miles) job done at Clark’s commercial Dundee. I noted they changed the computer set up for 1 year or 10k for next service (didn’t ask or inform me) As it’s low annual mileage I was ok with that anyway. Second service completed exactly one year on. No queries or issues from VW UK as I know Clark’s got authorisation before progressing. So hence surprise at OPs rejection! As an aside I’ve never had the registered dealership contact me pre booking even though I’m registered with them and on VW app.

 

[Mansfieldman750]

You can have your van serviced anytime you like.

You just have to pay for it.

If you buy a plan with conditions on when it is serviced, you can’t.

I sympathise the OP is peeved off about the situation, given he was under a misapprehension caused by disconnected dealer systems, and venting here helped and allows him to tell the dealer and OEM is is on a forum about it, but it’s really not that complex.

If I was him I’d have just gone home and waited till the service was due.

I bought a van with 2 free services which had to be used before 4 years. I had them used after 2 years, there wasn’t a problem
Something seems to have changed. If they are using 5 free services as an incentive to shift vans the owners should be able to use the free services up annually or 10,000 miles if that’s what they want to do.

 

[Blackbrogue1962]

You can have your van serviced anytime you like.

You just have to pay for it.

If you buy a plan with conditions on when it is serviced, you can’t.

I sympathise the OP is peeved off about the situation, given he was under a misapprehension caused by disconnected dealer systems, and venting here helped and allows him to tell the dealer and OEM is is on a forum about it, but it’s really not that complex.

If I was him I’d have just gone home and waited till the service was due.

Except for the fact that everyone other than VW Finance was telling me it should be done at 12 months. The letter from detailing the service plan highlights 5 x services but makes no mention of mileage or time. You’re right though in saying that posting on the forum allowed me to vent my spleen!