Car Damaged from The VW Dealer Service, Advice Needed

Unacceptable on 04/10/2023 - 11:56
Last edited 05/10/2023 - 19:05 by 1 other user

Yesterday I got my Golf serviced from the local VW dealer. It was part of the 4Plus care plans purchased, so the bill came out at zero which is what I expected. I signed the service report before I got the car key and drove to work.

At night, I happened to notice that there’s a large mark of paint peel off the bonnet which is as big as my hand.

This morning I went to the VW service and questioned about this.

Unexpectedly, they asked me what I did to my car, saying the paint must be re-painted from the previous accident (indeed I had a light accident not at my fault 5 years ago but not sure if the bonnet was of part of the repair which I doubt) and they gave me all sorts of excuses to avoid the situation.

Luckily, I had dashcam footage that showed the bonnet before (no marks) and after (with marks) the service yesterday.
They said they will investigate at their and let me know. (they have security cams to check). I have been using this service centre since the 1st service throughout and am quite disappointed the way they blame me before explaining anything. And wondered how come no one in the service has noticed this when they handed over the car.

If they come back to me saying it is my fault (whatever reasons) what is my option to pursue the repair?

Edit: 1. It was the basic minor service (engine oil change)
2. Confirming that there’s no repair history on the bonnet

Automotive Car Volkswagen

Comments

  • singlemalt72 on 04/10/2023 - 12:07
    +17

    If it wasn't there before then I would suspect some solvent was spilt on it.

    • reactor-au on 05/10/2023 - 08:09

      Indeed it looks like something dissolved the top coat because the edges are not sharp.

      Disclaimer: speculation

    • HeWhoKnows on 05/10/2023 - 16:29
      -3

      What strikes me as amazing is:

      a) how many people claim something mysteriously happened to their car (not) whilst it was being serviced
      b) how they somehow didnt notice the damage before it went in for service
      c) how they didnt notice the damage when they collected the car after it came out of service
      d) how amazingly and suddenly it appeared hours later.

      Car Service centres and repair shops are not in the habit of damaging customers cars.
      They take extreme car of thier customers' cars - more so actually than thier customers do.
      If a car is damaged by some freak accident normally the customer is informed and the damage is rectified.

      OPs car is well over 5 years old and has been in accidents before.
      Hence it will have suffered various accidents, wear and tear and damage over time, whether OP has noticed this or not.
      Hence I suspect OP possibly hadnt noticed the damage until they cared to look very carefully and then laid the blame on the service centre.
      But I have to admit from the photo taken it would be hard to miss, especially if you wash your car by had.

      My question is:

      Where is your "proof without doubt" OP that this damage occured whilst in the care of the VW dealer?
      Have you reviewed your dashcam footage in case the dashcam was triggered by a bump.

      Showing a photo of some damage on your car proves absolutely nothing Im sorry to say.
      Expect the VW dealer to respond in a similar fashion.

      And OP should be prepared to offer an apology to the dealer if it is concluded that OP wrongly accusing them of damaging the car.

      UNLESS
      The dealer's investigations reveal something else in which case Im sure they will sort it out.

      PS: Looks like paint peeled off due to bird or bat droppings being left on the car.
      Possibly after a car wash.
      Seem paint damage exactly like this before for that reason.

      • chris666 on 06/10/2023 - 23:32

        We just bought a new car from kia got home found scratching on it from when salesman took new car stickers off.. Took it back they tried to polish it out made it worse.

  • Muzeeb on 04/10/2023 - 12:07
    +5

    Did they perform a brake fluid change in the service?

    • Nugs on 04/10/2023 - 12:50
      +6

      On another car on a hoist above it?
      .

    • Unacceptable on 04/10/2023 - 13:19

      No

      • HeWhoKnows on 05/10/2023 - 16:32

        How do you know?

        Where you there the entire time watching your car being moved around and being serviced?

    • HeWhoKnows on 05/10/2023 - 16:17

      With the bonnet up or course

  • JMosk on 04/10/2023 - 12:07
    +13

    Ask them to see their camera footage when you picked up the car.
    The longer you wait the more chance there is the footage will not be there

  • Pcosmic on 04/10/2023 - 12:09
    -8

    You signed off the report saying all is good when you received the report.

  • Gdsamp on 04/10/2023 - 12:13
    +13

    Agree that is Unacceptable

  • npc on 04/10/2023 - 12:18
    +3

    There is usually a form that includes information about any pre-existing damage which is completed when they take a car for a service. Was this damage noted when they took your car? And let me guess - is it Keystar?:)

    • Unacceptable on 04/10/2023 - 13:20
      +7

      They didn’t pick up because it wasn’t there.

  • JimmyF on 04/10/2023 - 12:33
    +2

    And wondered how come no one in the service has noticed this when they handed over the car.

    At a wild guess, it was put through the high pressure car wash for you as part of the service. The clear coat has given way at that spot and peeled off.

    So I'm sure someone noticed along the way but they see lots of cars so can't be sure if it is new damage or not.

    Luckily, I had dashcam footage that showed the bonnet before (no marks) and after (with marks) the service yesterday.

    That is good, but if it is the clear coat giving way in the car wash, its kinda a 'wear and tear' issue.

    I had a light accident not at my fault 5 years ago but not sure if the bonnet was of part of the repair

    Looking at your photo, I can see a few other spots on the bonnet that looks like the clear coat is starting to fail from stone chips etc.

    Did you repair have a lifetime warranty on it? If so, go back to them.

    • Unacceptable on 04/10/2023 - 13:21

      Good advice. Do VW have lifetime warranty on it? It wasn’t repaired so it should be the original paint from the factory.

      • happydude on 04/10/2023 - 13:38

        https://web.archive.org/web/20160228223042/http://www.volksw…

        In 2016 the paint warranty was 3 years.

      • JimmyF on 04/10/2023 - 13:40

        Do VW have lifetime warranty on it?

        Not up to date with VW paint warranty, have a look online.

        It wasn’t repaired so it should be the original paint from the factory.

        But you said you had an accident and was unsure if the bonnet was repaired or not.

        • Unacceptable on 04/10/2023 - 13:53
          +1

          I rang the repairer and obtained the repair docs.

          • JimmyF on 04/10/2023 - 14:44

            @Unacceptable: So thats a no to it being repaired?

            If so, then VW only has a 3 paint warranty, it'll be classed as 'wear and tear' sadly.

          • Protractor on 04/10/2023 - 15:21

            @Unacceptable: Which part of the car was repaired, what colour is the car?

  • Protractor on 04/10/2023 - 12:49
    +1

    That damage looks like the paint adhesion is pretty ordinary. (wrong prep or paint compatibility . Seems to have been repaired / painted /prepped improperly previously. Almost like a Mits late 90's - early 2000 era paint quality. If you do pursue the dealer start preparing to find an independent service place from hereon in. You may need it.

  • Drakesy on 04/10/2023 - 12:49
    +1

    Looks like someone's spilt a solvent on it. how old's the car and when was it last painted?
    Are there similar spots/failures on the bonnet?

    • boomramada on 04/10/2023 - 13:08

      Its almost look like someone showing the finger ;)

    • Unacceptable on 04/10/2023 - 13:22

      Purchased in 2016 brand new. Original paints.

      • Drakesy on 04/10/2023 - 15:49
        +1

        Hmm the plot thickens, if it were sun damage you'd expect mottling/degradation, this all looks fairly uniform

  • highon2str on 04/10/2023 - 14:05

    Sorry that happened to your car; it's pretty substantial damage. Give the dealer a chance to investigate (a day or 2) and call them back if you don't hear anything. If the damage was caused while the vehicle was in their care, they would have to rectify it. Let us know how you go.

  • Brian McGee on 04/10/2023 - 14:23

    There are quite a few nicks and scrathes on your bonnet that are starting to peel the clear coat. was there any bird or bat droppings left to fester on the chipped clearcoat and it just so happens that when the car was washed it peeled the coating off?

    • Protractor on 04/10/2023 - 15:19
      +1

      Clear coat should hang on way better than that, so it it's either a pre or post purchase touch up gone bad, or shit job in the factory.The edges of the wound look like it will just keep lifting, like there's silicone or something involved along the line.
      OP should actually ask a 'good' auto spray painter for an opinion, seperate to the dealer issue.Because the dealer has a right to do the same thing.Would be nice to know the full scope of the paint mentioned below (OP)

      "light accident not at my fault 5 years ago but not sure if the bonnet was of part of the repair which I doubt"

      Looks to me like it may have been to 'blend' Perhaps a tricky metallic colour?

  • pegaxs on 04/10/2023 - 16:00

    Yeah, that doesn't look like it happened "overnight". It doesn't look like solvent or brake fluid damage either. That looks like piss poor clear coat and/or UV damage.

  • gofree on 04/10/2023 - 16:41
    +3

    Looks like someone slammed their dirty oily hand or glove.

    MS Paint

  • Brick50 on 04/10/2023 - 18:42
    +2

    Did they wash your car as part of the service? I bet the clear coat was already damaged and they just blew it off with the pressure washer

  • Unacceptable on 05/10/2023 - 10:06

    Thanks everyone for your comments contribution.
    But I want to ask, whatever causes happened during their possession of my car for service, if they deny the accountability what should I do next to escalate the issue? Suck up the costs myself? Contact VW head office. It’s very distressing to see it damaged while being serviced.

    • capslock janitor on 05/10/2023 - 10:44

      i reckon escalate up the chain, with said evidence

  • capslock janitor on 05/10/2023 - 10:43

    wondered how come no one in the service has noticed this when they handed over the car.

    why didnt you notice it when they handed over ?

  • 82norm on 05/10/2023 - 11:07
    +2

    Can you share the dashcam footage? I’d be pursuing it, irrespective if any paint warranty.

  • CoreArchitect on 05/10/2023 - 11:16
    -3
    • Point 1: Dealer Servicing Departments are on average more dishonest than an independent mechanic. You should keep that in mind and at the very least check the car very, prudently at the parking lot at pick-up.
    • Point 2: You deserve it for purchasing a VW - it is well known that their customer care as garbage. Why would you do that to yourself? Do a quick Google or YouTube Search…
    • Point 3: Diesel gate?!?!?!

    What should you do? Crack the absolute shits and tell the servicing manager that you will distribute your evidence widely. Say Auto Expert John Cadogan - YouTube. You expect the damaged parts to be replaced and I would request compensation for damages such as time wasted, etc.

  • kiitos on 05/10/2023 - 11:40
    +1

    Regarding dealers' sense of responsibility:

    I had a previous car serviced at a dealer some years ago, which included some brake work. When I drove off onto the highway, I soon noticed that the Speedo wasn't working! This area has a number of speed cameras, so I cautiously made my way back to the dealer and told them what happened.

    The first thing the guy said was "the sensor may have just stopped working, it happens, in which case you'd have to pay for a replacement".

    I was incredulous that he went straight to that given they had been working on the wheels but he stuck to his guns. They checked it and reconnected the sensor and lo and behold the Speedo worked again.

    • pegaxs on 05/10/2023 - 17:32
      -1

      Yeah, not how any of that works… And about 3 seconds after leaving the dealership your ABS Christmas tree would have been lit up with error codes.

      And what brake work? ABS sensor work? or pads and discs? Because there is no reason to touch the ABS sensor when doing pads and discs and they are not something you can just "accidentally" knock out of place. And even if they did knock them out of place, the ABS system will error out when there is too much air gap as the rest of the wheels will have reads, but the wheel with the faulting sensor will not, this will 100% throw an ABS fault.

      Road speed sensors are typically located in the gearbox or a chat your transmission ECU has with your engine ECU about where they are both up to.

      I was incredulous

      I am sure you were… Complete with feet stomping, raised voice and flappy hands too I bet… Did you get to "speak to the manager" at all though?

      • kiitos on 06/10/2023 - 07:23
        +2

        Unsure why you're triggered by this.

        Anyway, it was a 2003 Astra, and that's what I remember happening. I don't think you were there, unless you were the guy behind the counter?

  • primal89 on 05/10/2023 - 13:12
    +3

    Name the dealership?

    VW in Melbourne's eastern suburbs wouldn't honour a warranty claim when my AC stopped working( plug came loose in first few weeks of owning the car) . Won't be buying another VW anytime soon.

    • CoreArchitect on 07/10/2023 - 13:23

      Good call. The worst car company in regards to customer service.

  • antojamo on 05/10/2023 - 15:40
    +1

    Do you have dash cam footage of you driving into the service center and then driving out with time stamps. Case closed.

    Edited snapshots of DC footage is unreliable..

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