SG: VW responds to consumer complaints
In response to our news 'Volkswagen with the most number of customer complaints', James Page, General Manager for Volkswagen Marketing and Communications, said, "We regret that 12 of our customers were dissatisfied with our products and subsequently lodged complaints with the Consumers Association of Singapore over the last 14 months."
He also added, "Most of these complaints relate to the cars’ gearboxes. Volkswagen Singapore carried out a voluntary recall for 6,181 cars in May 2013 to fix a potential issue that could occur in cars fitted with a particular gearbox.
The recall was completed in early 2014 and the affected cars were upgraded with new parts. However, what we have also witnessed in the last year is an increase in the number of customers who, after reading the media coverage of the previous issues, have requested for various actions to be taken on their cars. We are unfortunately unable to assist them if there are no faults present.
We would also like to state that although the original article focused on the fact that Volkswagen ranked below a handful of brands in the JD Power Vehicle Ownership Satisfaction Survey in Germany, we did in fact rank 7th out of 26 brands – ahead of many other popular car brands in Singapore.
Volkswagen Singapore provides a comprehensive three year, 100,000km warranty and we will always do our best to help owners who experience any issues with their cars. We recognise that quick follow-up and personalised care are key to customer satisfaction, and these are areas in which we are continuing to improve upon.
We look forward to serving our customers even better in the future."
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