Warranty Work Courtesy Car

[JuanVecino2023]

My van has had a few problems since new in March 24. Most lately a flood of water from the bellows onto the worktops and into the roof lining in the cab. Plus a leak into the passenger footwell.

Ok, that’s life. It happens. They’re known problems.

They estimate they need the van for 2-3 days. Ok, that’s life too.

However, given the above, it is pretty laughable they want to charge me £20 per day for a courtesy car.

Sure, they make a charge as standard to cover insurance. Thoughts?

 

[Mehdime]

In my experience here in Ireland:
- in a few cases, the dealership agreed to come collect the van at my place and bring it back (so I didn’t have to do the 30-45 min journey to the dealership)
- when they had to keep the van for a week, they offered a loan car. But I had to transfer my insurance to it. My insurance company refused as they only covered campervans and were happy to transfer my insurance to another camper temporarily but couldn’t cover a car. So I turned down the loan car. I felt that both the dealership (who were not specialised in campervans) and the insurance broker were doing their best and it wasn’t worth the hassle to push them.

So it all depends on the circumstances I’d say. I’d be a bit pissed off to pay for a courtesy car TBH. On the first the other side, I wouldn’t have minded a courtesy car

 

[acer]

My old 5.1 was regularly serviced under warranty by a VW dealer 2 hours drive from me. They collected and returned the vehicle without charge. But, this was 7-10 years ago and the dealer is no longer there (Bishops Stortford).

Your vehicle has suffered a warranty fault. Yes, there is an agreement in place that they will fix it without charge, but I would expect a higher level of goodwill. Collection and return would be best if the job can be done within a day, or provision of a courtesy car free of charge if the job takes longer. Service from your service centre!

I watch this thread with interest of people’s recent experiences and views.

 

[vmaxkiddy]

Some insurance policies will cover you in a loan car whilst yours is being worked on. I’m with comfort insurance (Aviva) and get 7 days cover.

 

[Justinitus1972]

When mine has been in with the dealer for warranty investigations and warranty work, I’ve been supplied a courtesy vehicle (Cali Surf and a Multivan Hybrid) free of charge each time. In fact, when it went in for bellows testing VW Exec Office called to ensure I’d been loaned one for free and even enquired what it was. I’d query this charge with your dealer (my dealer was Breeze Poole).

 

[JuanVecino2023]

My old 5.1 was regularly serviced under warranty by a VW dealer 2 hours drive from me. They collected and returned the vehicle without charge. But, this was 7-10 years ago and the dealer is no longer there (Bishops Stortford).

Your vehicle has suffered a warranty fault. Yes, there is an agreement in place that they will fix it without charge, but I would expect a higher level of goodwill. Collection and return would be best if the job can be done within a day, or provision of a courtesy car free of charge if the job takes longer. Service from your service centre!

I watch this thread with interest of people’s recent experiences and views.

This was my expectation. A bit of goodwill considering several major flaws in a 6 month old wagon.

If it was a routine service, fine, I get it. A courtesy car is a nice to have.

But if manufacturing defects result in my car being off the road for several days, I expect a bit of generosity.

 

[JuanVecino2023]

Some insurance policies will cover you in a loan car whilst yours is being worked on. I’m with comfort insurance (Aviva) and get 7 days cover.

Yes, I need to check this. My main car is on my business fleet insurance, which is a non starter apparently.

I’m hoping my Cali cover works.

It was as much a principle thing. Running a business myself, if there’s anything that goes wrong, the first thing I offer is a bit of goodwill.

It’s not just good manners. It’s good business.

 

[acer]

This was my expectation. A bit of goodwill considering several major flaws in a 6 month old wagon.

If it was a routine service, fine, I get it. A courtesy car is a nice to have.

But if manufacturing defects result in my car being off the road for several days, I expect a bit of generosity.

Agree with all of that except the last word. Replace ‘generosity’ with ‘decency’ perhaps?

 

[JuanVecino2023]

Agree with all of that except the last word. Replace ‘generosity’ with ‘decency’ perhaps?

Absolutely. That was the sentiment.

 

[californiakid]

My van has had a few problems since new in March 24. Most lately a flood of water from the bellows onto the worktops and into the roof lining in the cab. Plus a leak into the passenger footwell.

Ok, that’s life. It happens. They’re known problems.

They estimate they need the van for 2-3 days. Ok, that’s life too.

However, given the above, it is pretty laughable they want to charge me £20 per day for a courtesy car.

Sure, they make a charge as standard to cover insurance. Thoughts?

Thing to remember is always ask what cover is given and whats the excess. I queried this and was informed it was 3rd party with the excess of £5k, no thanks. This was at my Mercedes dealer.

 

[WelshGas]

Thing to remember is always ask what cover is given and whats the excess. I queried this and was informed it was 3rd party with the excess of £5k, no thanks. This was at my Mercedes dealer.

But most comprehensive insurance policies offer the same cover for a courtesy vehicle for service or warranty work.

 

[Cavvy]

My van has had a few problems since new in March 24. Most lately a flood of water from the bellows onto the worktops and into the roof lining in the cab. Plus a leak into the passenger footwell.

Ok, that’s life. It happens. They’re known problems.

They estimate they need the van for 2-3 days. Ok, that’s life too.

However, given the above, it is pretty laughable they want to charge me £20 per day for a courtesy car.

Sure, they make a charge as standard to cover insurance. Thoughts?

Yes I think this is what’s called taking the “Michael”, not only have you been inconvenienced through no fault of your own but your being asked to pay for it, not to mention your time and hassle factor. I would challenge that and might be they haven’t stopped to think and are just in “servicing” mode.

Gone are the days when you would expect to be compensated for buying a faulty new product. Sorry to hear this but don’t let it spoil your adventures and good luck with repairs

 

[Azteccamper]

I always remember dropping my van off at the VW dealer in Cardiff (if you know you know) to have roof repair - it had been booked in for months and months, confirmed by calls, emails, texts, etc. When I got there no record of it. After much debate they agreed to keep it and do the repair. I asked for my courtesy car. Silence. In the end a guy just give me some keys and said “it’s one of the vans outside, just take it.” I did - a brand new Transporter Combi with all the extras. Lovely van with 8 miles on the clock.
Three weeks later I get a call to say they will drop my van off at my place of work for convenience. They came, I checked it over - all fine. I said what about courtesy van - blank looks! Many phone calls and the guy says, “there is no record of this vehicle at either branch - you might as well keep it”.
I refused, but often look back and think what if! Total shambles.

 

[JuanVecino2023]

Yes I think this is what’s called taking the “Michael”, not only have you been inconvenienced through no fault of your own but your being asked to pay for it, not to mention your time and hassle factor. I would challenge that and might be they haven’t stopped to think and are just in “servicing” mode.

Gone are the days when you would expect to be compensated for buying a faulty new product. Sorry to hear this but don’t let it spoil your adventures and good luck with repairs

I couldn’t agree more, I bought a brand new £80k van which doesn’t work properly. And 6 months in I get to pay for the pleasure of a car to use while they fix it.

I believe in accountability. Seems like VW have forgotten this simple maxim.

 

[rod_vw]

I took our T-Roc in for warranty work a few weeks ago and was offered a courtesy car but unfortunately they hadn't got one available on the day that suited me best for the job so I managed without.
A number of years ago I had warranty work done on a T5 and was offered a choice of courtesy van, I opted for a LWB Crafter just to have the driving experience and to ship some large camper build timber! All I had to do was show my driving licence and sign acknowledgement of having the vehicle.

 

[dspuk]

I'd pay the 60 quid and just get on with my life. Not meant to be dismissive but it's not worth the angst and stress to worry about 60 quid. Some dealers charge, some don't. They have always been the same.

Edit because @Perfectos is unhappy.

Dealer courtesy cars have always been at dealer discretion - in the main we found that main dealers (usually OEM owned) provide free and non OEM owned, so Franchise, will or won't, depending on how tight they are and if they are trying to "save" money. Customer focus depends dealer to dealer. Our main Tiguan dealer (VW MK) also charges for insurance. I tend to take my laptop and just work from their waiting area. Not for 3 days mind.

My point was no post on here will change that and the dealer will have their own policy and just save yourself the stress. Apologies to @Perfectos.

You can either, pay it, use an insurance policy, try another dealer or not pay it and walk home.

 

[Wallaces Travels]

I will have to pay for a courtesy van when my Cali goes in for some Warrenty work. Previously the dealer picked-up the Cali (50 miles away), but I got alerts from my tracker of it doing 95mph on the M6 toll!!.
I told the dealer about the tracker before they returned it. Still 90mbh on the M6 toll. I have very very little respect for, at least, 2 dealers . !

I did get extra Warrenty as a result of my complaint, but what's wrong with the management of such places ?

 

[andyinluton]

I will have to pay for a courtesy van when my Cali goes in for some Warrenty work. Previously the dealer picked-up the Cali (50 miles away), but I got alerts from my tracker of it doing 95mph on the M6 toll!!.
I told the dealer about the tracker before they returned it. Still 90mbh on the M6 toll. I have very very little respect for, at least, 2 dealers . !

I did get extra Warrenty as a result of my complaint, but what's wrong with the management of such places ?

What's the problem with it doing 95mph? nothings going to fall off, gives the engine a good clear out.

 

[dspuk]

What's the problem with it doing 95mph? nothings going to fall off, gives the engine a good clear out.

We used to do the same in the army when "tuning" officers wives cars. They would come in running like crap and all coked up inside. The cars. Not the wives. We'd thrash them up and down the airfield until the engine glowed red. Worked a treat after that.

 

[WelshGas]

Been sat at 90 on crise on the Autobahn and frequently passed by Transporters vans, conversions and Californias. Thought I had slowed down, but no, they were doing a lot more than 90.
Funnily, rarely passed by any Fords.

 

[PeteS]

Almost all dealers will give a loan car provided it is booked in advance. In my experience it is 50/50 if they charge for the insurance.
When I had my Mercedes in for warranty work they gave me a free loan car and provided the insurance but there was an excess of £5k. They said that I could reduce this to £250 if I paid. £20 a day which I agreed to. The service department told me it would be added to my bill when I returned the car. When I returned the car the service department checked the car and all was good. I asked about paying for the 5 days I had the car and the reply was oh but you didn’t crash the car so there is no need for the insurance. Not sure I understood the logic but was happy to save £100.
The Last time my VW was in for warranty work in April this year I was not charged for the loan car or the insurance and the excess was £250 so I was happy with that.
One thing to watch out for is the excess the same dealer may have a different excess for difference departments. An Audi dealer I used had a £1k excess if the Sales department gave me the car but if the service department gave me the car it was only £250.

 

[Azteccamper]

In fairness 90mph not a problem until they get a ticket !!

 

[secret lemonade drinker]

Been sat at 90 on crise on the Autobahn and frequently passed by Transporters vans, conversions and Californias. Thought I had slowed down, but no, they were doing a lot more than 90.
Funnily, rarely passed by any Fords.

The Germans make Fords for Export!

 

[secret lemonade drinker]

Almost all dealers will give a loan car provided it is booked in advance. In my experience it is 50/50 if they charge for the insurance.
When I had my Mercedes in for warranty work they gave me a free loan car and provided the insurance but there was an excess of £5k. They said that I could reduce this to £250 if I paid. £20 a day which I agreed to. The service department told me it would be added to my bill when I returned the car. When I returned the car the service department checked the car and all was good. I asked about paying for the 5 days I had the car and the reply was oh but you didn’t crash the car so there is no need for the insurance. Not sure I understood the logic but was happy to save £100.
The Last time my VW was in for warranty work in April this year I was not charged for the loan car or the insurance and the excess was £250 so I was happy with that.
One thing to watch out for is the excess the same dealer may have a different excess for difference departments. An Audi dealer I used had a £1k excess if the Sales department gave me the car but if the service department gave me the car it was only £250.

I have a spare car!

 

[JuanVecino2023]

I'd pay the 60 quid and just get on with my life. Not meant to be dismissive but it's not worth the angst and stress to worry about 60 quid. Some dealers charge, some don't. They have always been the same.

Edit because @Perfectos is unhappy.

Dealer courtesy cars have always been at dealer discretion - in the main we found that main dealers (usually OEM owned) provide free and non OEM owned, so Franchise, will or won't, depending on how tight they are and if they are trying to "save" money. Customer focus depends dealer to dealer. Our main Tiguan dealer (VW MK) also charges for insurance. I tend to take my laptop and just work from their waiting area. Not for 3 days mind.

My point was no post on here will change that and the dealer will have their own policy and just save yourself the stress. Apologies to @Perfectos.

You can either, pay it, use an insurance policy, try another dealer or not pay it and walk home.

There’s no stress and angst. I’m pretty chilled. Just sharing some data points about customer care.

To their credit, I called to clarify today. What the service centre people didn’t tell me was the £20 was an optional extra to reduce the insurance excess from £1,000 to £250.