Frank, et al... I've had considerable luck dealing with big companies (though never VWofA) by using the word "contract." Even though it's a verbal statement, I always take the position that a representative of a company telling me something is so is in essense, entering into a contract on behalf of the company. I know some written warranties say this is not so...and I'm no lawyer...but if I feel I've been done wrong, I'm always polite, I always try to climb the ladder as quickly as possible, and I say things like: "as far as I'm concerned, your representative's statement that xxx would be covered constitutes a contract, the terms of which you have failed to satisfy..." Just my 2 cents. Glad you were persistent! Joe
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