Here's my Touareg replacement chronology. I'm willing to make the PDFs available to anyone who wants to see them.
Touareg purchased from West Broad Volkswagen Audi in Richmond, VA on June 30, 2003.
27 January 2004
I notified West Broad Volkswagen Audi by facsimile and hand-delivered letter that this Touareg was in a state of warranty nonconformity due to a transmission problem. See exhibit “Letter re VW service 1.pdf”. The problem manifests as a binding in the drive train during low-speed turns, which significantly impairs the use, market value, and safety of this vehicle. West Broad Volkswagen Audi asked that I bring the Touareg in for service on February 16, 2004.
16 February 2004
I brought the Touareg in for service and verbally described the transmission problem to the service advisor (Danny _______) and the technician (Mitch _______) who would be working on the vehicle. Additionally, I took the technician for a ride in the vehicle and demonstrated the problem. During the test ride, the technician told me that he did observe the transmission problem.
11 March 2004
I picked up the Touareg from the West Broad Volkswagen Audi and observed that the vehicle was still in a state of warranty nonconformity due to the transmission problem. West Broad Volkswagen Audi indicated that they had ordered parts to repair the transmission problem and would notify me upon the parts’ arrival.
27 March 2004
I send another letter to West Broad Volkswagen Audi describing ongoing problems with the Touareg. See exhibit “Letter re VW service 2.pdf”
29 March 2004
I brought the Touareg in for service as per the request of West Broad Volkswagen Audi. The new service advisor, Carol ____, indicated that all of the parts needed to effect the repair had arrived and were ready to be installed.
14 April 2004
At 11:00 AM, I called Carol ____ (804.217.____). She indicated the following:
* They cannot observe the problem with water in fog lamps and therefore cannot replace the lamps. (This after Mitch had indicated to me verbally that he would order replacement lamps.)
* The front passenger door is “cracked” and needs to be replaced. They have ordered a replacement.
* They are awaiting a trim piece or seal for the front passenger door.
* They needed clarification on which switch was broken.
I indicated the following:
* The broken switch is the passenger seat heater switch.
* I am considering asking VW to buy this vehicle back because of the amount of time that it has been out of commission.
* I have a vacation scheduled from 9 May 2004 through 16 May 2004 which requires a 4WD vehicle. If the Touareg isn’t ready, other arrangements will need to be made.
Mitch Called at 11:20 AM and indicated the following:
* They have re-wired the radio. No more buzz.
* Didn’t observe water in fogs.
* Front passenger door seal keeps coming in wrong. He noticed that weld that holds the door together is cracked. They ordered a replacement door and are hoping that it will arrive today.
* Tires have been replaced.
* Differential control module has been replaced. Stepper motor hasn’t been replaced. He is going to drive it to see if this fixed the binding issue.
* Cracked wood trim has been replacement.
* The wheel lock key has been replaced. (went missing last visit)
15 April 2004
I called VW Customer Care at 800.822.8987 and spoke with Touareg specialist Michelle. She gave me the mailing address of Volkswagen Customer Care Center:
3499 West Hamlin Road
Rochester Hills, MI 48309
In order to meet the requirements of the Commonwealth of Virginia Lemon Law, I mailed a letter to Volkswagen Customer Care and my local dealer notifying them that the vehicle is in a state of warranty nonconformity. See exhibit: “Pre Buy Back letter.pdf”
16 April 2004
West Broad VW called to say car is ready. I went to pick up car. Transmission problem appears to be partially resolved. There is still some binding when turning at low speeds. This is most evident when car is cold. Wood trim to the left of steering wheel is still cracked. Cannot locate wheel lock key. Passenger front door is still misaligned. Carol _____ indicated that they are awaiting parts to fix the door and she will call me when they arrive.
* Remote control range is reduced again.
* Missing passenger side rear floor mat clip.
* Headlight indicators no longer appear on instruments.
* MFI does not retain “comfort” settings.
20 April 2004
Phone call from dealer indicating parts have arrived and are ready to be installed.
24 April 2004
I took the Touareg to the dealer to have the parts installed.
29 April 2004
My wife picked up the Touareg. The front passenger door appears to be partially fixed, but is still misaligned. I observed that some binding still occurs in the transmission during low speed turns. Remote control range is still reduced and intermittent. Missing passenger side rear floor mat clip. Headlight indicators no longer appear on instruments.
MFI does not retain “comfort” settings.
12 May 2004
The Touareg’s brakes failed while on vacation in the Outer Banks of North Carolina. When the brakes are applied, the pedal travels to the floor, and the vehicle slows down very gradually. I contacted the service manager at West Broad Volkswagen Audi, and after several conversations, he agreed to provide me with a loaner vehicle and pick up the Touareg. (note: this would be the last time I ever drove this car)
18 May 2004
I called West Broad Volkswagen Audi to inquire as to the status of the vehicle. I spoke with Carol _____, who indicated that she would check the status and call me back after lunch. She never called back, and I have since learn that she no longer works at this Volkswagen Dealer.
19 May 2004
Total days out of commission so far: 50
I called VW Customer Care (800.822.8987) and spoke with Coley I stated that I would like to pursue a buy-back of the car in accordance with the Commonwealth of Virginia Lemon Law. Coley indicated that he would escalate the request, and that I should hear back from VW in no more than 7 days from today (Before 26-May-2004).
8 June 2004
I called customer care and eventually was transferred to Julie ____ (248.754.____). She indicated that I should receive a call back from Becky ____ within the next few days. She also indicated that they had received a request to repurchase the vehicle on 3-June-2004 and that I should receive an offer letter by the end of next week.
11 June 2004
Total days out of commission so far: 71
I called Julie ____ (248.754.____) and asked for a status update. She indicated that I would receive a call today from Jason ____, who is standing in for Becky ____ to discuss a swap vs. a buy back.
Jason ____ called. I indicated to him that I would accept a swap for a newer Touareg instead of an outright buy-back.
I received a fax from Jason ____ with an offer to swap the Touareg pending a contribution of $1,800 on my part for mileage. See exhibit: “Replacement Offer 1.pdf”.
I drafted and faxed a response to the offer letter indicating that I would not contribute $1,800 (see exhibit: Response to VW Offer 1.pdf)
I received another fax from Jason ____ with a revised offer to swap the Touareg with no contribution on my part for mileage. See exhibit: “Replacement Offer 2.pdf”.
I drafted and faxed a response to the revised offer letter indicating that I would accept the offer. See exhibit: “Response to VW Offer 2.pdf”.
18 June 2004
I received a call from my local VW dealer indicating that they had located a replacement Touareg. It will be shipped from a different dealer.
26 June 2004
I picked up the replacement Touareg and left the old one with the dealer.
Modified by jsewell at 1:55 PM 7-17-2004