MK5 Golf GTI
All Things Mk5 => Mk5 General Area => Topic started by: Ifti on September 23, 2009, 11:26:49 am
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I have had my GTI Edition 30 for over 6 months now.
I have been chasing VW in regards to my plaque for over 6 months now.
Every time I ring I get the same rubbish - "they are sent out in batches, sir".
I finally rang last week with the hump. Told em it had been over 6 months, and that I was originally told 3 months. The guy checked something and said there had been a problem there end, and that he was forwarding the issue to the Team Leader. He stated I should receive the letter within the next few days. Told him I had heard all this rubbish many times before, but he said I had to wait.
Waited a few days - still nothing.
I just rang back again today. Got some lady telling me "they are sent out in batches and you have to wait".
So I informed her I had been waiting over 6 months, and that I wanted to speak to the Team Leader who was apparently dealing with my case. She said I would need to wait for the letter first before they could do anything with the plaque.
I then asked whether that means I wait for the letter, then wait another 3 months for a bloody plaque??
She then put me on hold.
Came back and told me that she had referred the case onto another person, who dealt with the plaques.
I asked if I could speak to that person, and she said I couldnt and that the woman was 'very good at her job' and will get back to me in a week.
Apparently they are going to try to see if they can send me the plaque without waiting for the letter.
I then asked to be put through to complaints, so I could make a formal complaint.
She replied with 'this is complaints, but you cant make a complaint until you have received the plaque'!!!!!!
She then stated that they will definately get back to me in a week.
Just as she was about to go, I had to say - well how are you going to get back to me?!
The woman paused for a second, and I had to tell her to take my number down!!!
I mean come on, seriously, over 6 months for a bloody letter and plaque??
I dont even want the metal thing - just want to know what biuld number I am!!!
The customer support is absolute bullsh!t. Im going to give it a week, and if they dont get back to me I'm gonna ring em and be doubly pissed!
/rant over.
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Write formally to VW - they take letters of concern more seriously than calls as they go to a dedicated team :happy2:
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its very very crap, have delt with them a few times and at some points its just impossible!
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Next time you ring them tell them people have received the plaque without receiveing the letter! Because I did!
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Next time you ring them tell them people have received the plaque without receiveing the letter! Because I did!
Yes, but be wary if you have the vehicle on a private plate you need to get in touch as the VW dealership info will not be up to date.
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Didnt even think of writing to them TBH.
May try that if they dont get back to me by next week now!
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Next time you ring them tell them people have received the plaque without receiveing the letter! Because I did!
Yes, but be wary if you have the vehicle on a private plate you need to get in touch as the VW dealership info will not be up to date.
Mine's on a private plate but I bought it new and it was registered with the private plate so that's not a problem for me. Also best to check that VW actually have you listed as the owner of the vehicle if you are the 2nd/3rd owner etc.
Didnt even think of writing to them TBH.
May try that if they dont get back to me by next week now!
Remember to send it recorded delivery so that they can't say they never received it!
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lol all this aggro over a plague. What do they look like?
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I had the same BS trying to get a straight answer to the cambelt change issue...3 times, 3 different answers! totally pathetic!
its not the wee donkeys at the end of the phone that are at fault, its management and with it the processes and support and systems that underpin it! :booty: to them all!
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I rang up about the plaque letter I received last week and in the silences whilst he was checking info on his computer I was listening to a very interesting discussion in the background with another CS person talking to someone on the phone about stuff they read on forums!!
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Mate i have the same problem, i first called in april when i got the car and still nothing!! I have rung 7 times now lol and still no plaque!
Apparently my case has also been referred to the 'Team Leader' and they would ring me back on friday...well here we are on wednesday and still no phone call!!
They are so crap at their job it is unreal...how it takes over 6 months to get a metal plaque sent out astounds me lol...
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Mate i have the same problem, i first called in april when i got the car and still nothing!! I have rung 7 times now lol and still no plaque!
Apparently my case has also been referred to the 'Team Leader' and they would ring me back on friday...well here we are on wednesday and still no phone call!!
They are so crap at their job it is unreal...how it takes over 6 months to get a metal plaque sent out astounds me lol...
Not in a bad way, but glad to see Im not alone!!!
Im going to start calling every week now! lol
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lol all this aggro over a plague. What do they look like?
god your everywhere, stop getting involved lol
as for the plaque and vw, defo letter followed up by a call
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lol all this aggro over a plague. What do they look like?
god your everywhere, stop getting involved lol
as for the plaque and vw, defo letter followed up by a call
Bored mate lol.
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I am STILL waiting for my Plaque.
Its almost a year now.
Apparently my Plaque had been ordered, but has now [conveniently] become 1 of 6 plaques lost in dispatch?!!
I mean seriously, WTF??
I have been told they will be contacting Milton Keynes to find out when and if the plaque has been dispatched. If it has been lost, it will take another 6-8 weeks to re-order another??
Seriously? Is this some kind of fcuking joke??? Its been almost a year now, and I'm fed more and more bulls**t.
Ive even spoken to the manager, who doesnt even bother ringing me back, after numerous messages being left for her to ring back.
This is the worst customer service I have received from any car company. Its a metal plaque for God sake, why does it take a year??
To me now, its not even the plaque. Its a matter of principle to me!! I WILL GET IT!
Has anyone got the address for complaints?? Time to write a really crappy letter I think!
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If someone can post the address that would be good as I want to write in as well, although I've only been asking for mine for 6 months with no success, got exactly the same rubbish responce as you lot have been getting. :laugh:
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I contacted customer services today, asking for my ED30 plaque, however I mentioned that I wished to purchase an 'R' immediately, but would not until the plaque arrived, as a matter of principle on my part, and proof of life on their part. I made it politely clear that the timescale of my purchase was in their hands, if they wished me to buy an alternative brand and not have my money then so be it, my wife will have the ED30 and I shall buy something else. This made the lady become very quiet for a while, realising that her bosses would be utterly pissed off that they have lost a sale purely due to icompetance. I mentioned that I had written to HQ and made them aware of this easily remedied situation.
I may or may not buy an 'R', but who knows...
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I had the address i will try find it for you, if can't find it, ring up customer services and ask for the address to send complaints in writing.
I waited 9 months for my plaque....vw customer services are so useless its unreal!!
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Sorry to rub salt into the wounds but from first ringing up to receiving my plaque it took around 3 - 4 weeks! :booty:
But at least the boss woman in CS is very good at her job :signLOL:
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Which boss woman would that be?!
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I asked if I could speak to that person, and she said I couldnt and that the woman was 'very good at her job' and will get back to me in a week.
That woman!! :wink:
Personally, I'd drive over there and take a machette to them :evilgrin:
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...13 months and still waiting for my plaque!! It's absolutely farcical :rolleye:
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Anyone have an address - I want to write in and complain!
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Here you go
Customer Services Centre
Volkswagen (UK)
Yeomans Drive
Blakelands
Milton Keynes
MK14 5AN
Tel: 0800 711 811
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Cheers for that, I may use it at some point.
I rang back again today since the person dealing with my case didnt ring me back again yesterday - typical!
However, I left a message for the call centre overall manager to ring me back.
This manager rang me back, and I must say she was very polite.
She seemed shocked that this case had been going on for a year already. She apologised for the staff not ringing me back and said she would look into the matter. She also apologised for the service I had received so far.
In the meantime she said she would chase up the issue herself. She is off on leave tomorrow, but would get back to me on Tuesday afternoon.
The reason why I feel Im getting somewhere now, is because she assured me she would chase it up herself personally from now on. She said I should not speak to anyone else except her. She also said not to ring the call centre any more, but to ring her directly - and she gave me her direct mobile number as well, so no more waiting to get through to staff who are useless!!
Hopefully I will hear something positive early next week!
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Hope it works out for you. If so you'll have to give us their name so we can all eventually get our plaques.
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Well if I get mine sorted quick through this manager, I will tell her I know a few others who arent happy, and have been waiting far too long as well. If she agree's, I'll shoot you a PM and get your contact details to pass across to her so she can contact you :wink:
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This is madness when you consider i have had mine for what must be a year
(https://www.mk5golfgti.co.uk/forum/proxy.php?request=http%3A%2F%2Fi2.photobucket.com%2Falbums%2Fy8%2F182_blue%2Fphoto1.jpg&hash=84a4c1674841b2d6cfb108046516d2d28dad9a0a)
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Don't get me started on Vw bloody customers service :fighting: I've owned my ed30 3year on Wednesday and still nothing 3 letters,numerous phone calls and a case number still nothing :sad1:
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I guess i should forget about getting a number plaque for my Pirelli then....I did talk to the customer service line a month or so ago but i may have been speaking a foriegn language!
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As I said above, if I get mine now, I'll get all your contact information together and pass them to the manager and get her to contact you all!
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Well it seems as though (within a week) the manager has got it sorted. She has just contacted me to inform me that my plaque is about to be dispatched, and they will be sending it via Next day special delivery - so I should get it tomorrow or Sat?!
Not sure if you get Special Delivery on Saturdays, so it may be Monday at the latest.
Fingers crossed!
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sounds like its still slightly better that Seat's support
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Well it seems as though (within a week) the manager has got it sorted. She has just contacted me to inform me that my plaque is about to be dispatched, and they will be sending it via Next day special delivery - so I should get it tomorrow or Sat?!
Not sure if you get Special Delivery on Saturdays, so it may be Monday at the latest.
Fingers crossed!
Should have it tommorrow if its special delivery.
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Well she said it would dispatch today or tomorrow - so I should receive it tomorrow or Saturday, but Im not sure if they deliver speacial delivery on saturdays (and even so we ar erarely in on a saturday!), so it may be Monday at the latest.
Will see if things work out!
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Thats good news mate fingers crossed for you :happy2: Who was the manager you dealt with? As I'm goin to phone them in the morning and chase mine
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Looks like the said manager is going to have a busy couple of days on her hands.
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Phoned Vw customer services today Spoke to a guy called Lack told him my story got a new case number and told me the manger who'd be dealing with its is Jane richards! He said if I've not received my plaque in the next 2/4 weeks to phone back with said case number :indifferent: We shall see if it arrives :popcornsoda:
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@ Toast I don't think Jane Richards is the person you need to speak to. She has been dealing with my case for the last 3 months and not got anywhere apart from telling me a pack of lies. You need to go higher whoever ifti has been speaking to.
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Phoned Vw customer services today Spoke to a guy called Lack told him my story got a new case number and told me the manger who'd be dealing with its is Jane richards! He said if I've not received my plaque in the next 2/4 weeks to phone back with said case number :indifferent: We shall see if it arrives :popcornsoda:
I have spoken to Lack as well a few weeks back. Lack is just a customer service rep. He reads whats on the system, and updates the call reference whenever he can. I've been told '2/4 weeks' several times over the past year - so I wouldnt hold your hopes up on his promise.
Jane Richards is the person who deals with all the VW plaques. Getting through to speak to her is quite hard, since she's always 'busy'. Once I tried to speak to her and she just passed messages on through the customer service rep!! I demanded to speak to her - what was the point of passing messages through a rep when I was on the line!!! He told me she could tell me nothing more, but I stated I still wanted to speak to her. Finally he put me through, and thats when I was told my plaque had been lost in dispatch, and may need to be re-orded, which could take another 6-8 weeks!!
I didnt feel as though Jane actually did any chasing up. Its only when you really continualy pester her - like 3 calls a week - that she may get off her backside and do something. She will NEVER ring you back when she promises to. She will NEVER respond to any messages you leave for her to ring you back. This was one of my complaints I made to the call centre manager.
After 6 months of getting nowhere with Jane Richards, I asked her who her managars name was. This is a person named Denise Jackson. I then asked to speak to her, but Denise was 'unavailable'. I left a message for Denise to ring me back - but she didnt bother either!! the next day she did ring me, however, and since I was not available, she left a message stating she would personally contact Milton keynes and chase the issue up, and that she would get back to me in 2 days time.
I never heard back from her again!!
The next time I rang Denise was off sick! Hence I was back speaking to Jane Richards! I asked to speak to the overall call centre manager. This manager seemed shocked and unaware of the issue with plaques. She said she would personally chase up the matter and I was to ring her directly from now on, rather then going through the call centre staff. This was last week.
The last time I spoke to her (yesterday) she told me my plaque was being dispatched via Special Delivery. Im not sure when she said it was being dispatched though - whether it had been dispatched already, or was to dispatch shortly. Nevertheless, she confirmed it had been made.
So far I havent received it today. Not sure if it will come on a weekend, so Im expecting it on Monday.
She said she would be contacting me to follow it up. When she does I'll tell her that there are a few other people who have also been waiting a long time for their plaques, and I'll ask if I can give her direct number to you guys. Since its her mobile number, out of respect, I dont really want to stick it up on the internet!
I should be speaking to her early next week, so will have something for you by mid next week.
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Thanks for the info Ifti :happy2: Think we should all write a letter to the head of Vw Uk complaining about the Piss poor attitude from there monkeys in the call centre :fighting:
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Well I finally think I have received my plaque................yes i THINK I have received it! lol
I had a special delivery 'Large Packet' item delivered today, but we were out all day. So now I have to wait until Monday to collect it from the sorting office. Will leave early in the morning and pick it up. Pretty sure its the plaque though, since I havent ordered anything else......
Hopefully its the plaque. Knowing my luck it will be scratched up or something as well!! lol
Will let you know....
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Yey, I am the owner of ED30 PLAQUE 1403 - arrived today !
My cunning plan clearly worked, if you are still waiting try it - see earlier post :wink:
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FINALLY, after a year of waiting, chasing, complaining, no callbacks, and hearing excuses. Finally my plaque has arrived!
No: 1946
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Got mine today number 907. :smiley: