Date:         Wed, 15 Jan 2003 20:26:15 -0800
Reply-To:     zampano <matthias.k@ATTBI.COM>
Sender:       Vanagon Mailing List <vanagon@gerry.vanagon.com>
From:         zampano <matthias.k@ATTBI.COM>
Subject:      Fast German will fix the broken rebuild
Content-Type: text/plain; charset=US-ASCII; format=flowed

(this was the subject line: rebuilder blames coolant for failure under
warranty
or subject line: Fast German Auto etc)

Hello everybody,

I just got back from Santa Ana, spending a good 4 1/2 hours on driving
down there in traffic and  in arguing.

It was dreadful. I got there and asked about what they decided to do
about my '84 WBX Wolfy. We agreed last week that they were going to
call me that same day (Wed last week, and they never called). The sales
rep (or service writer or whatnot) said that he would just be a minute,
and then disappeared and reappeared intermittently, and after about one
hour of me standing around and talking to their master tech, chit
chatting about Vanagons etc., (he's actually a nice guy, don't think he
means any harm, but not very knowledgable about V-gons compared to us
geeks. I know he has been there at least since last April.)

After that long wait the sales rep (who told me he was part owner of
the company, which is a corporation, after I asked him twice) came back
out and presented me with an estimate: $1598.00.  Disappears again,
appearing at intervals talking on the phone or otherwise looking busy.
I keep on chatting with the tech, not giving any clue of being
infuriated.

After another long time (30-45 min) he reappears and says: So I guess
we'll get started on your van right away, then. I asked to talk to him
in private, in his office. He wouldn't respond. I asked him again, and
then again. (the tech was still present, and I didn't want to accuse
anybody of being a liar to their face, always ends nasty). The sales
rep answered that there was nothing to talk about.

I stayed calm, told him that it was nothing personal, but that this was
unacceptable to me. They give out a warranty with their engines, and
have to honor it, I told him. A dragging argument ensued, for almost
half hour, at least. With the master tech and him telling me that the
wrong coolant was used and therefore no warranty. In their warranty
requirements it doesn't say anything about specifically using VW
coolant only, I told him. He answered that it was recommended by VW in
the owner's manual. I told him that I heard from people on the list who
had their engines rebuilt and installed at their place and they had
green coolant in it, that they (FGA) put in. They both called it a
bunch of lies.
Blabla, the argument went on. I finally said that I was willing to pay
$1000 to get it done if they give me another 12mo/12000mi warranty.
Mind you I installed the engine myself, then, and hence the
installation was not covered under warranty <-big smile here. Makes
sense from their point of view, I guess.

They refused, they said they were already giving me a break and that
$1000 was out of the question. On it went another while until I finally
told him I was going to take him to small claims court, I told him that
I knew of other people who were dissatisfied with their
work(listmembers). He said he didn't care and that for every 2
customers he gets 1 complaining. Looks like he confused the numbers a
bit.

So I left. The whole time everybody stayed calm, but it was nasty
anyway.

On my way up he calls me 1 hour later and tells me he could do it for
$1100, sounding pissed off. Including another warranty. Ok I said.

The nerve!!! I just figured I'd get it resolved, rather than wasting
energy going to court, which always is a loooot of energy, believe me.

So I guess we found a solution, but what it all took!!

They also showed me the water pump, and it was also completely
corroded. The heads were as well insanely corroded.

Maybe it isn't their fault, maybe it is the WBX design. Everybody can
and should be allowed to make mistakes. But that corrosion looked like
nothing I have ever seen, and I replaced the water pump twice before
the rebuild. But why would I get 0 compression??
There's still a big mystery factor involved, which makes me dream of
Toyotas.
The tech also showed me the sealant they always used: The stuff that
comes with the kit. I think I read somewhere that was a no no.

Anyhow, thanks so much to all you who gave me input, it gave me a lot
of courage and the willpower to persist and argue. Seems like you
really have to put up a stink and waste some serious time. I'll find
out if it was worth it, should be getting her back in about 1 week's
time.

Happy Trails

Matt