Volkswagen Customer Care

I am trying to get Volkswagen to cover the clogged drain problem since it’s a design flaw. Here’s the play by play.

On 9/2 I sent this on the VW Customer CARE web site

My car's water drains clogged and the brake booster was saturated and needed to be replaced. Brookline Volkswagen Audi (617-734-2020, Jeff Buchholz) charged me $848.33 to clear the drains and replace the brake booster.

I have had several cars on which I have put over 100,000 miles and I have never had clogged drains in any of them. My driving habits and the location where I park my car have not changed.

The service representative told me that clogged water drains are a common problem in this car and that he recommends to owners that they clear the drains at least twice a year.  I told him I did not see that in the manual and he said it is not in there.

When I asked him how to clear them myself he said I could not do it myself because I would have to remove the battery and then would have to reset all the electrical systems. So I needed to bring it in to have the drains cleared.

I have brought the car in many times a year since buying it – for the regular maintenance and for many other problems. I asked if the drains had ever been cleared. He said no, they would only clear them if I specifically asked.

I think that Volkswagen should cover this expense as part of my warranty.

And I received this form response

Thank you for contacting Volkswagen! Your suggestions, comments and concerns are important to us and we appreciate the opportunity to serve you.

This reply has been sent automatically to let you know your message has been received. Please do not reply to this email. One of our advocates will contact you within 2 business days of receiving your comments. All messages are personally read and handled to give you the attention you deserve. If you should have an urgent question, please contact us at 1-800-822-8987, M-F 8:00AM – 5:00PM Eastern, Central, Mountain or Pacific Time.
Volkswagen Customer CARE Center
As of 9/13 I still have not been contacted by an “advocate” so I guess I’ll call them tomorrow.

9/14: Called Customer Care today and spoke with advocate Brandon Kummer. He couldn't find any record of my complaint even though I gave him the reference number VW had sent me. So I had to explain the whole situation to him. He will call the dealer and “get their diagnosis” and then get back to me in 24-48 hours.

9/16: Received a call from Brandon Kummer today. Volkswagen is going to cover the entire repair. I am amazed and very pleased.

12/15: Received a check for $848.33 (They said it would take up to three months and it did)

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