Date: Fri, 1 Mar 96 16:51:00 -0700
Sender: Vanagon Mailing List <vanagon@vanagon.com>
From: Rebecca Virnig <rebecca%bci@bcinc.com>
Subject:
I have some real concerns with Volkswagen's service in regards to the
EUROVAN. Below are my letters that outline some of our troubles along with
some other problems. I would like to connect to other EUROVAN owners to find
out if they have similar issues.
I would like to connect with other owners who 1. Love the Eurovan, 2. hate
the service and have had trouble with VOLKSWAGEN/Winnebago. Yes, I know they
are no longer going to market new EUROVANS in this country..but there are
over 200,000 being driven about and support unfortunately is important to
their continued performance.
Four days, old heater does not work..Volkswagen sends us to Winnebago
contractor, they rip our floor while fixing heater problem. Rey Reece's
Friday
Olds-Isuzu-Volkswagen
East 122nd & Burnside
Portland, Oregon 97216
Dear Steve:
Jean and I have been enjoying our 1995 Eurovan that we purchased from you
with one exception; service on our linoleum flooring.
The 1995 Eurovan is Volkswagen's newest camper model that is unique not only
in it's physical appearance but also by the relationship Volkswagen has with
Winnebago. I understand that Volkswagen sends Winnebago a VW van and leaves
the interior cabinets/ appliances for them to install and warranty. That
sounds great, but, would be even better if Volkswagen's agreement with
Winnebago included good service sub-contractors. We only went to Gresham RV
because that is where your Volkswagen personnel suggested we go.
Our efforts to work with Gresham RV via Winnebago alone have not been
successful. Below I have outlined some of our difficulties in detail,
hopefully this will help in bringing our Eurovan floor ordeal to a close.
As you recall, when we first purchased our vehicle it's LP gas line was
defective and disabled the operations of the furnace. Since the furnace is
covered by the Winnebago side of the Eurovan we took it to Gresham RV.
Gresham RV fixed the defective gas line, correcting the furnace problem.
What they did not disclose was that they ripped the linoleum flooring in an
attempt to move the seat back.
When picking up our camper from Gresham RV Jean was not informed of any rip.
In fact, it was only later that evening that she noticed the rip (she
smelled the glue). When she called Gresham RV they simply denied having done
any damage. After some additional phone calls to them, they decided that
perhaps we should drive it back to them for their manager to review. This is
when I first called you.
Your support was appreciated, you suggested we bring the Eurovan to your
dealership in order for your own Volkswagen repair people to take a look at
it. Jean and I felt grateful that you were willing to speak to Gresham RV in
our behalf. It was clear to you that the flooring had been ripped and
reglued.
Since then, Gresham RV did take responsibility for their part in ripping the
floor and agreed to correct the problem to "stock condition". Thinking this
would complete our dealings with Gresham RV, we waited until the flooring
was in, and scheduled a time for the work to be done.
The Eurovan is the only car we own. For Jean to drop off the vehicle for
any repairs is difficult since without a vehicle she cannot work. We had to
rent a car for $50.00 to cover the period of repair time needed for Gresham
RV to handle the job.
The bad news is that when we went back out to Gresham RV to pick the car up
they had done a very bad job in correcting the floor. Instead of taking out
the cabinets and appliances and replacing the entire floor they simply
removed a main section and replaced it. We now have an ugly seam and ripples
in the floor that will no doubt tear soon.
I hate to think it is their standard work, but even when the assistant
manager looked at it, he appeared baffled as to why we were not satisfied
and did not even apologize for the ripples. Jean and I took pictures before
we dropped it off and will gladly bring these in if needed. The work is just
not acceptable.
Gresham RV explained to us that all and any work done to our vehicle was
decided on and by Winnebago. That it was Winnebago that told Gresham RV how
and what to do.
Bob Humphry, Gresham RV's assistant manager, has spoken with his district
service representative, a Mr. Frank Jacks. Apparently, our plight has been
turned over to Mr. Jacks and any further work to be done on our vehicle,
including any reimbursement for the rental car, has to be approved by Mr.
Jacks. We have not heard from Mr. Jacks.
Jean and I are angry at the poor service and need your help. I would
appreciate your assistance in contacting the Pacific Northwest Volkswagens
representative to step in and speak directly with Winnebago. Our goal is
have the floor fixed to stock condition. We would also like to be reimbursed
for having to rent a car and reassurance that if we are to be without our
vehicle due to repairs in the future (regarding the flooring) that we will
be reimbursed or given a loaner vehicle.
I have attached the notes that Bob Humphrey faxed to me on May 23rd, along
with a workorder that states: "New Linoleum Back to Stock."
Yesterday, I talked with Miles, your co-worker at Volkswagen, who was in
the belief that you will not be able to help us and that we will have to
take our case to court. I hope this is not the next step. Instead, I hope
your customer service and connections as one of the best Volkswagen dealers
in Oregon will help communicate to Winnebago, that we are only asking for
good service on a vehicle that is under their warranty and a responsible
partner on the 1995 Eurovan model.
Thank you.
XXXXXXXXX
June 7th, letter to Volkswagen asking for help locating rep.
VIA FAX: 810-340-4660
Attention: Customer Relations
Volkswagen: US
Case identification # 9500-27-261
To whom this may concern:
Attached you will find a letter dated June 7, 1995 and various supporting
documentation that will help outline the problems Jean Mirabal and I have
been having.
I would like to add that Steve Burke at Volkswagen has continued to reach
out with resources such as your number when prompted. This is something
worth noting, since my conversation with Miles (see letter) was rather
negative. Also, your customer service line attendant, Debra has also been
helpful, she gave me two numbers for Winnebago. I will be calling them next.
Please help us get in touch with your Pacific Northwest Volkswagen
representative. We would appreciate any services you could provide in
helping us contact Winnebago directly. We have not had any luck in striking
up a direct link to their customer relations department.
Any help and direction toward a successful conclusion to our situation will
be due to both
Volkswagen and Winnebago. I know somewhere in Volkswagen's headquarters,
there sits a manager who helped establish the Winnebago/Volkswagen union. I
would like to know who he or she is and have them call me. I did not buy a
VW 1995 camper Van lightly, the decision was made to improve the quality of
my family's life. So far, I can say it has given me some joy but is clouded
by this constant (Winnebago/Volkswagen) headache.
xxxxxx
June 19th letter to VOLKSWAGEN HEADQUARTERS.
June 19, 1995
VIA FAX: 515/582-6966
Mike Ebaugh
Winnebago Industries, Inc.
605 West Crystal Lake Road
Forest City, Iowa 50543
Dear Mr. Ebaugh:
Attached are letters and various documents that outline our service
problems. Included are:
Letter to U.S. Volkswagen, 6/7/95;
Letter to Steve Burke, 6/7/95;
Workorder : Gresham RV (replace linoleum);
ADP Service R.O. Invoicing Set-up worksheet
(New Linoleum Back to Stock);
Fax : Gresham RV Center Assistant manager: Bob Humphry
5/23/95.
Jean signed the ADP Service R.O. Invoicing Set-up worksheet agreeing that
our linoleum would be "back to stock". The letter to Steve Burke, 6/7/95
outlines the Winnebago/Volkswagen service problems. Currently, U.S.
Volkswagen issued us an identification number: 9500-27-261.
Thank -you for taking the time to respond to my call today. Both Jean and I
would appreciate your help in making sure that the next person we are
handed-off to will also be as responsive.
XXXX
The outcome: Volkswagen said sorry it's a Winnebago problem, can't help you
(EVEN THOUGH THEY SENT US TO THAT WINNEBAGO CONTRACTOR).
Winnebago sent a rep out. Jean sat for 4 1/2 hours waiting at the contractor
service center where the repair to the heater was done, but the floor
damaged. The center (GRESHAM RV) knew Jean was waiting to speak to him when
he arrived. This person apparently arrived sometime while she waited and
left. She was informed by a employee there that he had been there. She
wanted to know how he got in to look at the floor since she alone had the
keys, he said the van is easy to get into. She asked him if what she heard
was "so, he broke in to look at my floor?" The employee backed away and said
he looked through the window.
The rep. apparently recommended that the damage and poor repair was infact
all that was needed to happen, that any further issue was not a problem for
Winnebago but ours.
XXXXX
SECOND: The back battery would not charge up during travel, the car would
beep incessantly while the alarms were telling us to plug in. We had to plug
in for the first 6 months. We started going to another Winnebago service
contractor who would replace the fuses, but the same problem would begin
after a few weeks. This service center, handed me a heap of fuses to take
with me.
A month ago, during a reg. service check at Volkswagen they said oh,um you
need a switch put on to shut off and shut on the ??..Well it worked, but
they did not put the fuses on both of the battery fuse areas. SO, we were
back for the additional switch later that month.
THIRD:
When we purchased this van, the dealer said if we wanted the middle seat it
would cost $400.00, and that if we wanted it later on ..just call.
We called. He said it would cost $1400. to order. Wow..he then said that if
he had one in stock it would cost us $400. and that another dealership
notifies him when they remove the seat. He said they had none. We were
stunned at the price difference.
We asked them what there hours were and drove over the mountain and picked
it up, paying $400.00.
FOURTH:
While fixing this problem, they knocked some fuse wiring and we started to
have to push jump this van to start it. I took a day off of work sat and
waiting for them to fix this.
Later when I was waiting for them to repair the problem below. I asked to
speak to a VOLKSWAGEN DEALER who could help me with locating a middle seat.
He was not helpful and did not even have the initiative to get a list of all
the other dealers in Oregon for me. I said never mind and went to the parts
department to see if they knew anything. I went to the parts department,
they said no we do not carry these in stock and we don't have any in the
area. They said that none of the other dealers in the area would order them
unless requested. I asked them for a list of all dealers in Oregon. I went
home and called all of them. A nice dealership in Bend, Oregon, 4 hours
away, did have six of them. SIX!
FIFTH:
We called to ask if they could schedule us in to fix the Seal around the
sliding door fixed. They scheduled us for Feb. 23rd. Since this is the only
car we own, it takes time from our work lives to drive it over and bus back
home. Apparently, they could have been lending us a lender car! This time
they set up a jetta to use. When we got there at 8am..they were not ready
for us and we had to wait until 9am, they also had no car for us. They
arranged with a local rental car service and after a large amount of
paperwork we were off. When we called later that day, they had not had time
to look at it, the car they arranged for us was a tin can and it's tags
expired that day. We had to drive in and pick up a different rental.
SIXTH:
We asked them about fixing our bumper, it is under warranty. I noticed the
day before that it was cracked in the back. Two places were cracked
although I was not in an accident, I suspect that during our very cold
weather it cracked. I asked them to look at it . They said we can't fix it
because we suspect someone hit it, and we don't cover it. I did not have any
idea if it was hit and it had no other marks on it. We asked about the
bumper rating and they said they no longer use bumper ratings. Too many
complaints?
Well, that's all the issues/problems we have had. Has any other Eurovan
owner had such experiences. This car is a 1995 White Eurovan. AM I ALONE?
When I called th e
A
