Date: Fri, 1 Oct 1999 10:54:44 -0700
Reply-To: Richard Golen <rgolen@UMASSD.EDU>
Sender: Vanagon Mailing List <vanagon@gerry.vanagon.com>
From: Richard Golen <rgolen@UMASSD.EDU>
Subject: Letter to VWoA's President re: Eurovan Fuel Leaks/Fires
Content-type: text/plain; charset=iso-8859-1
Hi folks,
As part of the on-going process of keeping you informed as to the progress
of the fuel leak/fire issue, I am posting a copy of a letter which was
faxed and also sent via express mail to Mr. Verd Klauss, CEO of VWoA.
Ric
Mr. Verd Klauss
Chief Executive Officer
Volkswagen of America, Inc.
3800 Hamlin Road
Auburn Hills, MI 48326
Dear Mr. Klauss,
I am writing to you regarding a problem that I have had with my 1993
Eurovan, and with Volkswagen of America's Customer Service Department. By
way of background, I have been a loyal Volkswagen customer since 1969 when
I bought my first VW, a 1957 Beetle. In 1974, I purchased my first new VW,
a Type 181 "Thing". Since 1986 my wife and I have purchased a 1986 GTI, a
1988 Golf GT, a 1993 Eurovan MV( to haul our kids around in), and a 1998
New Beetle (the order was placed in January of 1994 when the Concept 1 was
announced). Currently we have 6 VWs in our family, the Eurovan, the New
Beetle, a 1990 Cabriolet, a 1984 Vanagon GL (my son has it at college), a
1983 Rabbit GTI (SCCA Solo II EP), and a 1956 Beetle (owned since 1975).
On September 4, 1999 my Eurovan (VIN#: WV2MC0707PH001948) suffered an
engine fire. A faulty clamp caused the fire on one of the lines that bring
fuel from the fuel pump to the fuel injection rail. The leak occurred
directly above the distributor, which presumably provided the spark to
ignite the fuel.
Subsequently, I have found out through an Internet group (dedicated to VW
Vanagons and Eurovans) that I belong to that fuel leaks, especially on 1993
Eurovans, are a common occurrence. In further research, I found a 1994
Canadian recall on 1992 Eurovans for fuel leaks and fuel fires; at least 20
complaints on the NHTSA websites for fuel leaks and fires; and recall
notices for other VW products (ex. 1990 Cabriolet) for repairs to leaking
fuel lines. All of these complaints/recalls are for the same problem -
clamps which loosen over time, or do not seal properly when the fuel lines
are cold, causing fuel leaks and possible fires.
On September 10, I contacted VWoA's Customer Service Department to register
a complaint about the fuel leaks in my Eurovan. I was told that the
information would be forwarded to the proper person. On September 13, after
receiving information about the Canadian recall and consumer complaints at
NHTSA, I again called Customer Service.
At that time I was informed that there was a file number established for my
claim (990321036). The person in charge of my file, Mike Ducrane (sp?), was
not in so I was transferred to a female representative. I explained the
situation about the recalls, etc., and asked if it would be possible to be
reimbursed by VW for any costs that were not covered by my insurance
(deductible, loss of use of the vehicle, etc.). When asked why I was making
the request, I responded that I believed that the fuel lines in the engine
compartment were defective. Furthermore, VW had notice of these defects
because of the Canadian recall (true, the recall was on 1992 Eurovans, but
the 1992 Canadian Eurovan and the 1993 Eurovan have the same fuel system,
parts, etc.). I also mentioned the number of consumer complaints on the
NHTSA websites and from my Internet group.
At that time I was told in no uncertain terms that I did not know what I
was talking about, that there were no fuel line problems in the Eurovans. I
was also told that because I had filed an insurance claim, that I should
ask my insurance company get its attorneys to call VW's attorneys, and if
the insurance company thought the claim worthy of subrogation, then perhaps
at a later date my costs would be taken care of.
I did not like having my concerns dismissed in that matter, so I told the
customer service representative that I was a loyal VW customer for 30
years. Her response was: "That's nice…". I do not think "That's nice…" is a
proper response to a loyal customer, do you? As a result of this response,
I now seriously doubt whether or not I will ever again purchase a new
Volkswagen product.
After the "That's nice" comment I mentioned that I was an attorney, at
which point the conversation abruptly ended. I have not brought up this
fact in this letter up until now. In fact you will notice this letter is
not on any formal letterhead. It is not my intent to go the litigation
route at this point.
This letter is being sent to you in hopes that I might be able to talk to
someone who actually cares about the concerns of a long-time customer.
Obviously, Customer Service does not, but perhaps you do. I am not looking
to cause VW any problem, bad publicity, etc, but am looking for what is
right regarding my situation as well as the fuel leak problem in general.
I would like to be compensated for any costs not covered by insurance, if
the insurance company decides to subrogate the claim, so be it.
Furthermore, I believe that VW owes it to its customers to repair the fuel
leak problems before someone is hurt in a fire. VW did an excellent job in
the initial recall of the 1998 New Beetles, why can it not do the same for
the owners of 1993 Eurovans?
I would like the opportunity to speak with you, or anyone that you
designate, regarding this situation. This letter is being both faxed as
well as sent by express mail.
I look forward to hearing from you soon. Thank you for your help and
anticipated assistance in this matter.
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