I went to King's after having bad luck at Kerry VW in Florence, KY. After four visits there failed to fix my audio system, I went to King's. Although it took a total of six visits there, for a total of 10 visits, to fix my audio system, I believe they got it right. Although it was an intermittent problem with the system, which would spontaneously stop playing Ipod music and switch to FM by itself, I repeatedly captured the malfunction on video and brought it to both dealerships each time. At Kerry, they said they couldn't replicate the problem (after 15 minutes) and sent me away. Later, the video prompted them to start throwing parts at it, which resulted in a different type of malfunction because they put the wrong radio in (a 2013 model radio in my 2011 car), and failed to code it properly. That's when I went to King's. They ID'd the fact that the wrong radio was installed, and replaced it, but this just brought me back to where I was before, back to the other malfunction. More video, more visits, more parts. Finally I insisted that I meet with a regional technical representative, who pulled parts from his own car to try in mine. No luck, but he had a plan in the event that didn't work. He ended up replacing the entire system with the 2013 model, something the dealership said could not be done (not just the 2013 radio), and coded it so that it worked in my car. It's only been a couple of days but so far so good.
The problems I had at King's were: 1. They weren't overly sympathetic to the fact that 10 visits were required to fix a single issue over a two year period. When I returned one of their loaner cars with 7/8 of a tank of gas, I was charged $20. I understood I was responsible for the fuel I used, but the paperwork did not disclose that a surcharge would be added to the cost of the fuel. Although I brought this up with Greg Orlett and the other guys in service, they did nothing about it, other than to say that's what they do. 2. A courtesy car wash is a nice service, if done well and if needed. After the first of my two complimentary washes, I noticed an oily film on all exterior glass. I had to wash all the windows when I got home. After the second King's car wash, the windows were so oily and filmed over I had to wash the whole car at home the next day. I got video the night I picked it up from the dealer. It was dark, and the light scatter from the oily film was so bad that it seriously impeded visibility. The car was much cleaner when I brought it in than when I picked it up on both occasions.
Next, although it was repaired in the end, Kerry VW apparently broke some clip or retainer while working on the audio system. I pointed this out to King's, and they said they couldn't repair it because they didn't break it, and that I would have to go back to Kerry to have it fixed--yet another service visit. But I left Kerry due to what I felt was a lack of effort and failure to fix the system after four visits. So I asked King's to try to work something out with Kerry. Service manager Greg Orlett called Kerry and said they flat out refused to do anything about it, and said they would not fix it even if I brought it in, because "too much" time had passed. Hard to believe. Bought a new car from Kerry VW, they break a clip, but won't repair it. VW as a company should have stepped up on this one, for the customer. Absorb the cost, whatever. I don't think I'll ever buy another VW again, as I've never encountered this much trouble with all the Toyota, Acura or Subaru dealers I've dealt with, combined!
Finally, during one of the visits, I was explaining all the time this problem was costing me, and I asked if I could have my scheduled tire rotation done early (about three weeks early according to the new car buyers maintenance plan) to save me a trip to service. They obliged. But when I asked that they do the same for the oil change (again, to save me a visit since the car was already there--many times), they said no. It was December 3rd, and I was just a few days too early. Normally the tire rotation and oil change get done under the service agreement at the same time. They did the rotation but not the oil, so in the end, it didn't save me any time. It seems that they could have also gotten the oil change approved or overridden just like they did the tire rotation. Perhaps it's because for the rotation I asked Greg the Service Manager directly, and asked Wayne the Service Adviser about the oil.
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