My 13' GTI has been recently giving me transmission issues. At the 20k mile maintenance appointment I brought up the issue to the service clerk at Hudson Valley VW. His immediate reply was "that is normal". Felt like the typical response you give when you don't want to deal with something. I explained that I have at least 3 other friends/family with the exact same model car and year and there's do not experience the same as mine, so this being "normal" was not something I agreed with. At this point he asked the technician who performed the 20k mile service on my car to take it out for a test drive with me. The test drive should have been something offered first when I first brought it up instead of getting the "that's normal" response. The technician on the test drive agreed that something felt "weird", "not quite right".
When we returned back from the test drive the technician informed the service manager of his findings which agreed with my assessment that something isn't right. I was told that they would put in a call into their resources at VW of America and will get back to me within a few days. After 2 weeks of not hearing from them I called them up to get an update and was told that the person with the update was out on vacation. I guess they don't document or put their computers to good use there. How can there be no documentation of an update on any paperwork or in their system of my issue. During this call I was asked for my # so that someone could call me back with an update. Again, you should already have my # if you're actively working on trying to resolve an issue with my car. They took my # and I was told someone would call me back within a day or two once the person who had my update was back from vacation. A week had passed and still no update. I called back again and this time I spoke with the person who was supposed to have an update but this person's update to me was "technician who's been working on your issue was out last week, I haven't had the time to check in with him about your issue, let me get your # and I'll call you back". At this point I am getting a bit upset. So once again in this call I received no update AND once again I am asked for my contact #. Fast forward another couple of weeks and still no update. Now it's been over a month since I reported the issue. I called yet again to this dealership and guess what. Person that has an update IS NOT IN TODAY. And once again I am asked for my contact #. You'd think they'd by now have recorded my contact# somewhere for future reference. The person who picked up today was pretty rude as well. I was trying to explain to her my disappointment(without being rude to her, or getting loud) and this female kept cutting me off, not allowing me to finish any of my sentences and was no help whatsoever. She even went as far as to suggest I go to another VW service center if I felt I was not getting the proper service from them, WOW.
I have now called corporate and placed a formal complaint on Hudson Valley VW of NY and opened a case so that corporate can look into my issue. Hopefully they can get the ball rolling.
P.S I did not purchase my VW from this dealership because as some of the other reviewers on yelp have said, they are un-professional in the sales department. I ended up purchasing it from VW of Kingston after experiencing forceful, bad sales tactics at Hudson Valley VW of NY. Unfortunately VW of Kingston is about a 45 minute drive for me. I may end up going there for service instead.