5+ Promise. Recent Purchases. Written Warranty.

[acer]

I've just bought a new Ocean, but was concerned to not receive anything in writing about what is covered in the 5 year warranty that comes with the deal. In a separate conversation, a call handler at VW Assist indicated that the warranty was a legal contract between me (us) and VW and therefore the dealer should be able to provide me full written details. He went as far as to provide me the Head Office telephone number to complain about the dealer due to their arguing that VW don't provide anything.

Did anyone else receive documentation relating to this? It is strange that there seems to be lots of paperwork on everything else at point of sale, but absolutely nothing on the warranty.

 

[dspuk]

https://insurewithvwcv.co.uk/media/1116/volkswagen_cv_ew_cover_booklet_digital_0124.pdf

 

[acer]

https://insurewithvwcv.co.uk/media/1116/volkswagen_cv_ew_cover_booklet_digital_0124.pdf

Ah. Sorry, I was less than clear.
I have the details of VW Assist. I don’t have any details of the VW 5 year Warranty. That’s my point: so much detail on everything except the vehicle warranty.

 

[dspuk]

Well, that link is the warranty. Essentially (or I believe) you get the manufacturer 3 year warranty and then you pay (or get free) the extended warranty which is in reality a 2 year warranty deal with VWFS. The only beauty of it vs an external extended warranty is it is all dealt with under the VW umbrella if you have issues.

 

[acer]

Well, that link is the warranty. Essentially (or I believe) you get the manufacturer 3 year warranty and then you pay (or get free) the extended warranty which is in reality a 2 year warranty deal with VWFS. The only beauty of it vs an external extended warranty is it is all dealt with under the VW umbrella if you have issues.

I gave that link less than a 2 second look and assumed it was VW Assist. Again!.

This is exactly the sort of thing that I would was expecting to be provided. However, the deal at the moment is 5 years VW Assist, 5 years Servicing, 5 years Warranty. So, it’s a bit different to the 3 years plus 2 purchased that you suggest. I wouldn’t have thought that the wording would be very different to that which have kindly provided in your link, but I don’t know for sure.

I can’t work out why they’re trying to make me feel unreasonable for what I would have thought was a very straightforward, routine request.

 

[dspuk]

I gave that link less than a 2 second look and assumed it was VW Assist. Again!.

This is exactly the sort of thing that I would was expecting to be provided. However, the deal at the moment is 5 years VW Assist, 5 years Servicing, 5 years Warranty. So, it’s a bit different to the 3 years plus 2 purchased that you suggest. I wouldn’t have thought that the wording would be very different to that which have kindly provided in your link, but I don’t know for sure.

I can’t work out why they’re trying to make me feel unreasonable for what I would have thought was a very straightforward, routine request.

Same deal AFAIK. Anything outside of the manufacturer warranty is just a service or warranty plan with VWFS, which is technically a different company, just owned at the end of the day by VW. We used to have the same with Nissan finance. The assist and warranty is actually 3+2.

 

[Cavvy]

https://insurewithvwcv.co.uk/media/1116/volkswagen_cv_ew_cover_booklet_digital_0124.pdf

Does this cover the 5 year + promise thingy? Like acer, I bought new and not had any paperwork re: 5 year promise which feels a bit weird for an auld fella like me

 

[The Little Red Cali]

Does this cover the 5 year + promise thingy? Like acer, I bought new and not had any paperwork re: 5 year promise which feels a bit weird for an auld fella like me

I don't think they send out the paperwork anymore as everything is stored online. However, when I purchased the additional 2 year VW factory warranty I did get my dealer to email me the details just incase I needed them in the future.

 

[Mehdime]

I didn’t get any paperwork either. But I asked at the service desk for the person to tell me when my warranty expired and was able to verify this way that the 5 year deal had been correctly entered in their system.

And yes, it’s 3 years manufacturer’s warranty that everyone gets for free. And you pay for an extra 2 years (or in your case, you got the 2 years extra for free as part of a deal). The “5 years warranty deal” is just marketing. It sounds better to say that they’re giving you 5 years for free than to say they’re giving you 2 (and that everyone get the first 3 years for free anyway).

 

[Marc S]

I am also struggling to get anything in writing from my dealer regarding the 5 year warranty I was tempted with when making the purchase September 24.
After a few emails to the salesman he has copied and pasted a statement from an internal message from whom he describes as brand.

"I have spoken to the brand and then have told the below with regards to the warranty and I hope this is all you require.
The offer includes five services, three MOTs, and an additional two years warranty and roadside, free to the customer. "

I would prefer a document that looks more official than an email.
Any thoughts ?

 

[Chunkymunky]

I've just bought a new Ocean, but was concerned to not receive anything in writing about what is covered in the 5 year warranty that comes with the deal. In a separate conversation, a call handler at VW Assist indicated that the warranty was a legal contract between me (us) and VW and therefore the dealer should be able to provide me full written details. He went as far as to provide me the Head Office telephone number to complain about the dealer due to their arguing that VW don't provide anything.

Did anyone else receive documentation relating to this? It is strange that there seems to be lots of paperwork on everything else at point of sale, but absolutely nothing on the warranty.

Hi
Was in an identical situation when we bought our grand in September. To the extent I emailed customer services and launched a complaint

Received this , which was good enough for me as I only wanted written confirmation

 

[Marc S]

I've just bought a new Ocean, but was concerned to not receive anything in writing about what is covered in the 5 year warranty that comes with the deal. In a separate conversation, a call handler at VW Assist indicated that the warranty was a legal contract between me (us) and VW and therefore the dealer should be able to provide me full written details. He went as far as to provide me the Head Office telephone number to complain about the dealer due to their arguing that VW don't provide anything.

Did anyone else receive documentation relating to this? It is strange that there seems to be lots of paperwork on everything else at point of sale, but absolutely nothing on the warranty.

Hi, I know this thread is 12 months old, but I have the same problem, I picked up our Ocean 12 months ago and I have been asking for a whole year for something in writing. Did you eventually receive anything? Can you share the VW Head office number you have as all the contacts online lead to a dealer ! TIA

 

[acer]

Hi, I know this thread is 12 months old, but I have the same problem, I picked up our Ocean 12 months ago and I have been asking for a whole year for something in writing. Did you eventually receive anything? Can you share the VW Head office number you have as all the contacts online lead to a dealer ! TIA

I didn’t get very far with a detailed written warranty, only the that I am covered by it. It was all very unsatisfactory actually. I have got a file at home, but I’m away at the moment. If I don’t come back by mid November, give me a nudge and I’ll pass on what I found out. In the meantime, you could have a look at my related thread about a spare wheel issue that I had with them.
Edit:
https://vwcaliforniaclub.com/threads/sparegate-mis-selling-of-spare-wheel-on-new-purchase.55710/

 

[Kernowboy]

Not sure if this helps at all -

https://customer.vwfs.co.uk/content/dam/bluelabel/valid/www-vwfs-co-uk/vwcv/VWFS_5+_Promise_FPS_Driver_Guide.pdf

I had issues getting confirmation that the 5 yr warranty was recorded in the VW system. It didn’t show for over 6mths and the dealer was adamant that it would eventually but couldn’t provide any paperwork to that effect. They were right though and I was able to get a print out from my local dealer which showed it correctly about 9 months after purchase - not great and not sure why it took so long to show on the system but got there in the end. The services showed on the system much quicker but you do need to check that the expiry date for the service plan has been set correctly, if it is set at 5 yrs rather than 10 yrs to allow for 5 x biennial services then any unused at the 5 yr point will be lost. I still haven’t been able to track down any documentation that shows the 5 yr VW assist allocated to the vehicle. If bought from new then the 5+ promise being included should be clearly shown on your invoice.