Ladies and Gents, I give you Joe's (http://joeissid.blogspot.com/) most recent altercation with the "professionals" at VW:
Monday, December 7, 2009this. I must say, I was not prepared for the hilariously incoherent conversation that I was about to have.
Much like Adam, this gentleman has no professional telephone etiquette. He announced his name and did not wait for me to acknowledge him or that I was free to talk. He jumped right into a nonsensical proclamation that he fluently speaks 5 languages. Good for him. He then proceeded to tell me that he had spoken to Adam and that Adam concedes that he had not provided me with his best level of service. He then started mumbling incomprehensibly about not being able to undo anything. I sat back and tried to figure out what he was trying to say. At one point, we had the following exchange:
VW: 'When a child is a born it is either a boy or a girl.'
VW: 'There is nothing you can do.'
He then descended into more undecipherable nonsense that I did not care to decrypt. He did, however, make the extremely generous offer of fixing the Passat for the new owner. Effectively, he offered to repair something that he was already contractually obliged to fix. What a guy.
When he was finished speaking, I protested his total lack of offering a proper resolution. I told him that I did not think much of his attempt at a reconciliation and that he was not making me ease my stance against the dealership. Much like Adam, this gentleman was not a fan of letting anyone other than himself speak. I had to bully my way into the conversation only to to calmly mention that I was not willing to close the matter, especially not after this show of utter uselessness. When I told him that I was going to escalate this issue to the owner of the dealership, he confidently said: 'Go ahead. He can't do anything to me'. Wow.
He mentioned that he was not going to help me at at all and then ended the conversation.
Normally, I would not bother taking this matter further. Honestly, after sending out the letter and lodging a complaint with the service director, I would have felt comfortable knowing that I had done my part in trying to prevent another poor Volkswagen owner from experiencing the same frustrations. Now that I have gone through the first escalation without even a simple apology, I am going to spend even more time and effort publicising this. I urge anyone who is reading this story - and is in any way compelled by it - to please forward it to anyone who may remotely care. Feel free to link to it in your blogs, Facebook, Twitter etc. Better yet, please give me ideas on how to pursue this.
All I wanted was a sincere apology. I hope that someone at Volkswagen has some sense to provide me with one. And soon.