INRD-PE09035-43282 09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090180756 Recovery
WVWBA71F48V
SMITHN
07/23/2009 08:46:48 AM Assigned To CONLINR
RCM to send mechatronic email to Dealer 420156.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
420156
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
CONLINR
07/23/2009 01:32:09 PM E-Mail To Mike McArthur
ACTION REQUIRED: Mechatronic update - 420156
420156
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F48
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help. RCM to wait Dealer email
CONLINR
07/24/2009 06:43:29 PM Call From Mike McArthur
420156
SM states: will offer 1 and 1/2 month Vehicle payment; Customer is in a rental Vehicle; ETA is late August. RCM to assign to Point of Contact
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 671 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CONLINR
07/24/2009 06:48:30 PM Assigned To MANNAE
CO to review
MILES YEAR/SUBMODEL
CONLINR
07/29/2009 12:29:58 PM Call From Mike McArthur
420156
SM states: part came in much earlier than expected and Vehicle has been repaired; SM will be offering Customer either 1/2 Vehicle payment or a clear coat rock protectant on the front of the Vehicle, which is something the Customer was seeking. CO to review
ABDULAM
07/29/2009 05:19:50 PM Note To ccc
As part has arrived and vehicle has been repaired at Dealer, no further follow up is required from outbound.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 672 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090180759 Recovery
WVWFA71F28V
SMITHN
07/23/2009 08:48:40 AM Assigned To CONLINR
RCM to send mechatronic email to Dealer 420156.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
420156
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
CONLINR
07/23/2009 01:33:14 PM E-Mail To Mike McArthur
ACTION REQUIRED: Mechatronic update - 420156
420156
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWFA71F28V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help. RCM to wait Dealer email
CONLINR
07/24/2009 06:42:42 PM Call From Mike McArthur
420156
SM states: listed as Ms. Connie Elsbury; in a rental; will be offering a Vehicle payment; ETA of Early August; Customers phone number is 303-562-7740. RCM to assign to Point of Contact
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 673 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CONLINR
07/24/2009 06:47:25 PM Assigned To MANNAE
CO to review
MILES YEAR/SUBMODEL
CONLINR
07/29/2009 12:29:15 PM Call From Mike McArthur
420156
SM states Vehicle is paid in full, so Dealer will be unable to offer a Vehicle payment; Dealer will do a full detailing and shampoo of the Vehicle. CO to review
CONLINR
07/29/2009 01:53:21 PM Call From Mike McArthur
420156
SM states: Customer is not happy with offer for detailing and wants a payment comperable to what her Husband pays on his truck that he purchased from another manufacturer. RCM advised VW will not compensate Customer based on what Customers husband pays for his truck; VW can continue to offer detailing or $250 in Dealer Services. SM states will speak with Customer and call CCC back. CO to review
CONLINR
07/29/2009 02:01:53 PM Call From Mike McArthur
420156
SM states spoke with Customer who would prefer $250 in Dealer Services. RCM advised will send this out to Customer, will take 7-10 business days to process. RCM to assign to Team 5
CONLINR
07/29/2009 02:02:36 PM Assigned To Fox
Team 5 to generate $250 In Dealer Services
BICKMAD
07/30/2009 06:16:36 AM Assigned To ccc
GREENJO
07/30/2009 07:54:04 AM Assigned To ABDULAM
ABDULAM
07/30/2009 09:50:50 AM Mail To
CA generated letter, letter can be viewed in the doc center. RCM to review and close.
ABDULAM
07/30/2009 09:51:08 AM Assigned To CONLINR
RCM to review and close.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 674 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
PRENTIM
07/30/2009 10:46:07 AM Note To CCC
RC reviewed for RCM. No further action.
MILES YEAR/SUBMODEL
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 675 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090180763 Recovery
CAMPOSA
07/23/2009 09:55:12 AM E-Mail To Rudy
ACTION REQUIRED: Mechatronic update
WVWBA71F88V
424223
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
424223
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN:
WVWBA71F88V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help. RCM to wait Dealer email
CAMPOSA
07/24/2009 10:00:45 AM E-Mail From Rudy
424223
Ann, this customer is in a loaner, has been since diagnosis...it is warranty repair. Rough eta is on the 27th, I dont know id thats to vw or to us. Shes a great customer and will do anything to please her. She is not real happy but is understanding. Rudy Please forward any and all communications with her to me...thank you!!! RCM to assign to CO
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 676 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CAMPOSA
07/24/2009 10:01:04 AM Assigned To MANNAE
MILES YEAR/SUBMODEL
ABDULAM
07/31/2009 01:16:49 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 677 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM
VIN
090180764 Customer Relations
WVWBA71F68V
MILES YEAR/SUBMODEL
PARTS/REASONS
6,805
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409416
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Complaint 409416 Part: 3885-Mechatronics Rsn: 56E Hesitation
Inquiry
Part: LEAS-LEASE AND LOAN PAYMENT
Rsn: 37A Lease Payment
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 678 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ISTIFOV
07/23/2009 08:52:55 AM E-Mail To Pete D'Alessandro
***** Email to service@alexandriavw.com; ***** ACTION REQUIRED: Seeking Vehicle Repair Update
409416
MILES YEAR/SUBMODEL
Hello! The following customer has contacted Customer CARE seeking a vehicle repair update.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F68V
Reason for Inquiry: At your earliest convenience, please review and respond to the following questions: Is the customer in a rental or loaner? Have you offered any goodwill? What part arrival time has been communicated to the customer? Other pertinent information that you think we should be aware of?
Please review and advise me of the vehicle¿s status.
If you could please respond within 4 business hours, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Vance Istifo (248) 754-3310
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 679 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ISTIFOV
07/23/2009 01:59:20 PM Return Call From Pete D'Alessandro 409416
Service Manager advised that the customer needs a mechatronic and current ETA is second week of August, customer is in a loaner vehicle, has not asked for any Goodwill. CO to call customer.
ISTIFOV
07/23/2009 02:00:03 PM Assigned To MANNAE
CO to call customer.
MANNAE
07/28/2009 05:17:44 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer 409416 or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
WHEELEK
08/05/2009 11:23:34 AM Return Call From
Typing Nicole Customer states: Returning CCC's call; Original owner; Customer leased from VCI/believes payments are under $400.00; Customer is seeking/expecting compensation for monthly payments and why is it taking so long for the part to arrive; this customer perceives this to be a premature failure; daughter has been W/O vehicle for 2 months daughter is in DC doing an internship and has to be back in North Carolina by 8/16. CA advised: VW is aware she is waiting for the mechatronics to arrive at dealer 409416; seeking to advised the ETA for the part is the second week of August; may research any requests, however, would like to have the vehicle operating as designed; will also, track the progress of the part, as VW may need to assist with getting your daughter back with the vehicle; will provide an update next week. CA to escalate call to RCM.
WHEELEK
08/05/2009 11:52:10 AM Assigned To SOR
Please research customer's requests; ETA for part is next week; daughter must be back in North Carolina by 8-16-2009; can be reached on home or cellular telephone. Note: only advised customer CCC would provide a follow-up call next week. RCM to research.
ZIEHMEC
08/05/2009 02:47:29 PM Assigned To ISTIFOV
Assigned for handling.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 680 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ISTIFOV
08/05/2009 02:59:49 PM Note To CCC
RCM to follow up with dealer 409416 and customer on 8/10/09.
MILES YEAR/SUBMODEL
ISTIFOV
08/10/2009 10:41:27 AM Voice Mail For Pete D'Alessandro 409416
RCM left message advising to please contact RCM back regarding status of customer's vehicle repairs. Wait dealer call.
ISTIFOV
08/10/2009 10:53:49 AM Voice Mail From Pete D'Alessandro 409416
Service Manager left message advising that the part arrived on Friday 8/7/09 and was repaired and picked up the same day by the customer. RCM to follow up with customer.
ISTIFOV
08/10/2009 12:36:55 PM Call To
RCM advised was calling in regards to her file as RCM understands that customer is back with her vehicle. Customer states that she has picked up her vehicle however, has been without it for two months for this customer and is seeking two months vehicle payment. Customer states her payments are through VCI and pays a little under $400 per month. RCM apologized for vehicle concerns and advised to please fax a copy of her payment stub and Repair Order to RCM to evaluate for possible vehicle payments. RCM advised of main fax number. No further action, pending customer fax.
MARASHS
08/11/2009 04:21:42 PM FAX From
Fax in Doc Center.
ISTIFOV
08/12/2009 08:31:15 AM Call To Pete D'Alessandro
409416
RCM inquired as to if the vehicle was indeed down for at least two months due to waiting in mechatronics part as Repair Order was opened on 6/26/09 and closed 8/6/09 which is less than two months however, customer claims vehicle was down for two months. Service Manager advised that vehicle was down for 30 days only as the rest of the downtime was due to being in the body shop for body repairs. RCM to call customer and advise that VW will reimburse customer one month vehicle payment rather than two due to vehicle being down for 30 days. RCM to call customer.
ISTIFOV
08/12/2009 10:00:45 AM Voice Mail For
RCM left message advising to please contact RCM back regarding customer's file. Wait customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 681 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
NORMANS
08/13/2009 01:38:59 PM Call From
Customer called seeking to speak to RCM; CA advised Customer CA will transfer Customer to RCM and if RCM is not available Customer can LVMM; CA to transfer Customer.
ISTIFOV
08/13/2009 01:51:24 PM Continued Comment With
Customer states returning call from RCM. RCM advised that RCM has evaluated customer's Correspondence and confirmed with dealer 409416 that the vehicle was down for 30 days and not two months as customer stated. Customer states that the vehicle was involved in an accident in May 2009 and was at a body shop in NC and that is how she has been without her vehicle for two months. RCM advised that VW is only able to assist with one month payment since the vehicle was down for 30 days due to the mechatronics unit being on Backorder and cannot offer compensation for the downtime involved due to the customer being involved in a collision. Customer acknowledged. RCM advised will generate credit for customer's VCI account in which she should receive in her VCI account by next month's due date of 9/14/09. RCM advised to please contact RCM back should she not see the credit made. Customer acknowledged. RCM to generate check.
LOPEZJ
08/13/2009 02:19:50 PM Call From
***Talk & Type by Janette Marrero*** Customer states: seeking to speak with RCM; requested RCM VM if RCM not available; CA to transfer call to RCM.
LOPEZJ
08/13/2009 02:24:25 PM Transfer To isitfov
***Talk & Type by Janette Marrero*** CA transferred call to VM as requested. RCM to review.
ISTIFOV
08/13/2009 02:28:40 PM Voice Mail From
Customer left message stating she was without her vehicle for seven weeks and feels she should receive two vehicle payments. RCM to call customer.
ISTIFOV
08/13/2009 04:01:48 PM Voice Mail For
RCM left message advising to please contact RCM back regarding her file. Wait customer call.
NORMANS
08/13/2009 04:33:52 PM Call From
Customer called seeking to speak to RCM; CA advised Customer CA will transfer Customer to RCM and if RCM is not available Customer can LVMM; CA to transfer Customer.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 682 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ISTIFOV
08/13/2009 04:41:14 PM Continued Comment With
Customer states that she was down for a total of seven weeks and feels she should be compensated for that amount rather than just four weeks. RCM advised Repair Order was open on 6/26-8/6/09 which is in fact six weeks therefore, RCM will credit customer's account one month payment of $412.95 plus an additional $192.78 which is two weeks' worth of payment totaling six weeks for a total credit of $605.73. Customer acknowledged. RCM to generate check.
MARASHS
08/13/2009 05:10:03 PM FAX From
Fax in Doc Center.
ISTIFOV
08/14/2009 08:30:34 AM Note To CCC
850985268 - WVWBA71F68V
-
repairs. Total credit is $605.73. Wait for check.
; VW to credit customer's VCI account due to vehicle downtime for
CALDWEM
08/17/2009 10:29:30 AM Return Call From
Customer states seeking to speak with RCM, VM offered, CA attempt to contact RCM.
CALDWEM
08/17/2009 10:30:05 AM Transfer To ISTIFOV
CA transfer call to RCM, RCM continues with Customer.
CR_BATCH
08/27/2009 04:00:51 AM Note To ISTIFOV
Amount for $ 605.73 was Posted on 08/26/2009. AP reference number: 40044819
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 683 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090180777 Recovery
VIN WVWFA71F68V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409416
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 684 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ISTIFOV
07/23/2009 09:01:51 AM E-Mail To Pete D'Alessandro
***** Email to service@alexandriavw.com; ***** ACTION REQUIRED: Seeking Vehicle Repair Update
409416
MILES YEAR/SUBMODEL
Hello! The following customer has contacted Customer CARE seeking a vehicle repair update.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWFA71F68V
Reason for Inquiry: At your earliest convenience, please review and respond to the following questions: Is the customer in a rental or loaner? Have you offered any goodwill? What part arrival time has been communicated to the customer? Other pertinent information that you think we should be aware of?
Please review and advise me of the vehicle¿s status.
If you could please respond within 4 business hours, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Vance Istifo (248) 754-3310
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 685 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ISTIFOV
07/23/2009 02:00:49 PM Return Call From Pete D'Alessandro 409416
Service Manager advised that the customer needs a mechatronic and current ETA is second week of August, customer is in his vehicle, has not asked for any Goodwill. CO to call customer.
ISTIFOV
07/23/2009 02:01:12 PM Assigned To MANNAE
CO to call customer.
MANNAE
07/28/2009 05:24:55 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer 409416 or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 686 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090180780 Recovery
VIN WVWBA71F08V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409416
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 687 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ISTIFOV
07/23/2009 09:03:36 AM E-Mail To Pete D'Alessandro
***** Email to service@alexandriavw.com; ***** ACTION REQUIRED: Seeking Vehicle Repair Update
409416
MILES YEAR/SUBMODEL
Hello! The following customer has contacted Customer CARE seeking a vehicle repair update.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F08V
Reason for Inquiry: At your earliest convenience, please review and respond to the following questions: Is the customer in a rental or loaner? Have you offered any goodwill? What part arrival time has been communicated to the customer? Other pertinent information that you think we should be aware of?
Please review and advise me of the vehicle¿s status.
If you could please respond within 4 business hours, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Vance Istifo (248) 754-3310
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 688 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ISTIFOV
07/23/2009 01:55:46 PM Call From Pete D'Alessandro
409416
Service Manager advised that the customer needs a mechatronic and current ETA is second week of August, customer is in his vehicle, has not asked for any Goodwill. CO to call customer.
ISTIFOV
07/23/2009 01:58:34 PM Assigned To MANNAE
CO to call customer.
ABDULAM
07/30/2009 11:49:16 AM Call To
Phone number is inoperable. CO to call dealer.
ABDULAM
07/30/2009 11:50:23 AM Call To Pascal
409416
Service Advisor states part arrived at Dealer and Customer has an appointment for Monday. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 689 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090180811 Customer Relations
WVWBA71F88V
13,000 ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 420158
CLAYTOY
07/23/2009 09:50:11 AM Call From
Customer states: Original owner; Customer purchased the vehicle; This customer/family has owned 3 vehicle(s); maintains the vehicles at our dealers; services the vehicle as recommended; has experienced multiple vehicle issues for the transmission; No additional warranty/Service contract; current symptoms transmission hesitates and slips; Customer is seeking/expecting to get the vehicle repaired and to get a loaner vehicle and tow the vehicle to the nearest dealer. ; working with Dave who called to advise the transmission needs to be replaced but dealer 420100 is closing as VW dealer by the end of the month and they refuse to work on her vehicle. Customer states she cannot believe dealer 420100 had her vehicle for 5 days and refuse to repair the transmission. Customer states dealer 402100 advised the nearest VW dealer is dealer 420158 . Customer states dealer is over hour away from the dealer; this customer perceives this to be a premature failure. CO advised the customer a RCM would call the customer by the COB on 7-24-09. Customer states this is fine. Customer states even if she missed VW CCC call she still wants VW to tow the vehicle to dealer 420158 for repair. CO to assign to RCM.
Pr. Part: 3735-Automatic transmission Pr. Rsn: 95J Length of time for repairs
Complaint Part: 3735-Automatic
transmission Rsn: 38A Towing
Inquiry
CLAYTOY
07/23/2009 09:59:58 AM Assigned To CCC
Please call the customer by the COB on 7-24-09 on cell phone number. Customer states dealer 42100 had the vehicle for 5 days and today called and said they are closing by the end of the month and will not repair the vehicle. customer states dealer 420100 did advise the transmission needs to be replaced and the customer should take the vehicle to nearest VW dealer which is dealer 420158. Customer states is seeking VW to tow the vehicle to dealer 420158 regardless if VW speak with the customer or not. Customer is also seeking a rental vehicle. Customer states dealer 420100 had the vehicle three time for transmission concerns and she purchased three VW'S from dealer 420100 and she cannot believe they will not repair the transmission prior to the end of the months. RCM to follow up.
Part: GIFT-DINNER, FREE MAINTENANCE, ACCESSORY
Rsn: 71B Other Cust. Sat. Service
Complaint 420100
Part: 3735-Automatic transmission
ZEHELD
07/23/2009 11:37:55 AM Assigned To CONLINR
Rsn: T03 Auto/Hybrid Slips/shifts erratically
Complaint 420100
Rsn: 11K Dealer Opted Not to Assist
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CONLINR
07/23/2009 12:46:17 PM E-Mail To Doug Decker
***** Email to dougd@hmtrs.com; ***** ACTION REQUIRED: Seeking Vehicle Repair Update
420100
MILES YEAR/SUBMODEL
Hello! The following customer has contacted Customer CARE seeking a vehicle repair update.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F88V
Reason for Inquiry: Customer states they are experiencing transmission concerns and Dealer refuses to repair Vehicle, or have Vehicle towed to a different Dealer.
Please review and advise me of the vehicle¿s status.
If you could please respond within 4 business hours, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Ryan Conlin (248) 754-3428
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
RCM to wait Dealer email
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 691 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
CONLINR
07/23/2009 01:22:00 PM E-Mail From Doug Dekker
420100
. we have diagnosed concern-techline reference# 480818-has been escalated to technical engineer Chris Gerhke with VW. No response or direction has been recieved to date. Vehicle is drivable with harsh shifting symptoms. This dealer is completing the sale of the VW Franchise to another dealer - closing on July 30th We recommended customer take vehicle to another Dealer as after the date of july30th, we will not posess any VW scan tools, special tools, Elsa Web access or have the ability to order parts for repairs to this vehicle. We have offered to take vehicle to other dealer for customer.
Doug Decker RCM to call Customer
GHIDROA
07/23/2009 05:59:23 PM Return Call From
Customer seeking to speak with RCM. CA advised: will transfer the call to RCM; in case RCM is assisting another customer, call will be transferred into RCM voicemail. CA to trasnfer the call.
GHIDROA
07/23/2009 06:00:59 PM Transfer To Ryan
CA transfers call into RCM voicemail. RCM to continue the conversation with customer.
CONLINR
07/23/2009 06:14:37 PM Voice Mail From
Customer states Vehicle has been down 21 days for repairs; Dealer 420100 towed Vehicle to a different Dealer who advised they will not be able to look at Vehicle for another week. RCM to call Customer
CONLINR
07/23/2009 06:44:17 PM Call To
RCM advised seeking to discuss Customer concers. Customer states will have mother call back. RCM to wait Customer call
CLAYTOY
07/24/2009 12:15:29 PM Return Call To
Customer states she is returning the RCM call. CA advised the customer the CA would transfer the cutsomer to RCM phone line if the RCM is not available then the customer could leave a voicemail messsage. CA transfer call.
CLAYTOY
07/24/2009 12:17:43 PM Transfer To
Transfer to RCM.
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
CONLINR
07/24/2009 12:21:52 PM Continued Comment With
Customer states: Vehicle was towed to Dealer 420158; Dealer has advised they will be unable to diagnose and repair Vehicle until 1-2 weeks from now; Customer needs a rental as she just started a new job. RCM advised Customer of normal rental policy; advised VW will assist with up to $25 a day as goodwill until diagnosis takes place; RCM will call Dealer to make aware. RCM to call Dealer
CONLINR
07/24/2009 12:27:01 PM Call To Josh
420100
RCM advised VW will assist with up to $25 a day towards a rental as goodwill until repairs take place. SA states: repairs will take place early next week; rentals cost $30 through enterprise; will be able to obtain a rental for Customer today. RCM advised VW will assist with $30 a day towards rental as goodwill until normal rental policies take over. RCM to call Customer
CONLINR
07/24/2009 12:29:37 PM Call To
RCM advised: have spoken with Dealer; Dealer will be able to provide a rental to Customer today; VW will assist with up to $30 a day as goodwill as this is what the rental agency charges; Customer should contact Dealer to pick up rental. No further action
ALEXANLA
08/04/2009 03:36:56 PM Call From
Customer states seeking to speak with RCM. CA seeking to know if Customer has an update that she wishes to provide. Customer
states that it has been two and a half weeks today since dealer has had her vehicle and dealer still hasn't begun to make any repairs
to the vehicle; states dealer is still discussing what they are going to do; states Dealer 420100 no longer is a VW dealer so the
vehicle was sent to Dealer 420158 a week and a half ago; states no longer wants the vehicle. CA advised Customer that the update
will be noted for RCM to research the status of repairs and Customer request and RCM will follow up on
by COB
tomorrow 8/5. Customer acknowledged. RCM to research.
ZEHELD
08/04/2009 08:06:59 PM Voice Mail To Rich Frizzell
RCM LMTRMC. RCM to wait Dealer 420158 call.
420158
ZEHELD
08/05/2009 12:37:10 PM Return Call From Rich Frizzell
420158
Service Manager states Dealer 420100 closed and vehicle was shipped over to Dealer 420158 a week ago; has been at Dealer 420158 for two weeks; Customer is in a rental; spoke with FOM about vehicle; waiting for a call from QTM; tiptronic valve body was already replaced once on the vehicle; doesn't want to do the same repair as he feels it will not address the issue; will call RCM before COB today with any field communication updates. RCM to e-mail FOM.
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ZEHELD
08/05/2009 12:44:41 PM E-Mail To Harald Gomez
Hi Harald -
MILES YEAR/SUBMODEL
I spoke with Rich Frizzell today about this customer. The vehicle has been down for quite some time and was shipped from 420100 to 420158 two weeks ago. Rich advised that the tiptronic valve body has been replaced on the vehicle already and the concerns have not been addressed. He has been waiting for a call from the QTM. Are we going to get the QTM out to the dealer or can we resolve these issues over the phone. Rich is hesitant on putting in another valve body that may not address the issue. Rich will be calling me today with an update. Let me know if you have any information.
Thanks!
RCM to wait FOM e-mail / Dealer 420158 call.
ZEHELD
08/05/2009 02:02:59 PM E-Mail From Harald Gomez
Hello Darrel. The QTM is in Arizona at the moment and will be at the dealership on Friday.
RCM to wait Dealer 420158 call.
DUBROCN
08/05/2009 08:22:33 PM Call To Jerry Jr (son)
CA LM with Other advising that CCC is still researching her concerns and we will follow up by the COB on 8/7. RCM to wait Dealer call.
ZIEHMEC
08/06/2009 01:44:04 PM Voice Mail To Richard
420158
RCM advised Service Manager that RCM is seeking an update. RCM to wait Service Manager call.
ZEHELD
08/07/2009 02:07:39 PM Voice Mail To Rich Frizzell
RCM LMTRMC. RCM to wait Dealer 420158 call.
420158
ZEHELD
08/07/2009 06:43:03 PM Voice Mail From Rich Frizzel
420158
Service Manager LVMM; advised QTM came out and inspected the vehicle; replacing the clutch that controls gears 1/3/5; expects parts by the middle of next week and hopes to have vehicle fixed by the end of the week; has provided Customer with an update. RCM to call Customer.
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
MANNAE
08/07/2009 06:55:29 PM Call To
RCM backup advised following up to advise we have spoken with dealership and understand they have also spoken with customer, advised will continue to follow up and will follow up with customer by COB Thursday 8-13-09 hoping repairs have been completed. Customer states when she speaks with RCM on Thursday 8-13-09 wants some restitution as vehicle will have been down 4 weeks for current repair. RCM backup inquired what customer was seeking. Customer states seeking a vehicle payment. RCM backup advised can review customer request with no guarantee VW will meet request, however will have decision also once we call her on Thursday, as at that time we should have down time. RCM to follow up 8-13-09.
CONLINR
08/10/2009 03:53:24 PM Note To CCC
Parts are not expected until the middle of the week. RCM to follow up with Dealer on 8-12-09.
CONLINR
08/12/2009 12:30:49 PM Call To Rich Frizzell
420158
RCM advised seeking update. SM states: parts have all arrived; expects Vehicle to be repaired by 8-13-09 COB; spoke with FOM who wants SM to offer 1 month Vehicle payment, however Customers Vehicle is paid off and SM is looking for further direction. RCM advised will call FOM to seek next step and then call SM back. RCM to call FOM
CONLINR
08/12/2009 12:35:21 PM Call To Harald Gomez
RCM advised FOM spoke with SM, and Customers Vehicle is paid off so a Vehicle payment is not possible to process. FOM states VW can offer Customer a monetary amount to go on a vacation or shopping spree, ect. RCM advised will offer Customer $500 to use on a shopping spree. RCM to call Dealer
CONLINR
08/12/2009 12:43:35 PM Call To Rich Frizzell
420158
RCM advised VW will be offering Customer $500 to use towards a shopping spree or summer vacation. SM states: will contact Customer and make offer, will Dealer be sending out check? RCM advised RCM will follow up with Customer after SM has spoken with her, and VW will issue the check from CCC. RCM to call Customer
CONLINR
08/12/2009 05:31:04 PM Voice Mail To
LVMM RCM advised update available; provided CCC number. RCM to wait Customer call
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
CONLINR
08/13/2009 12:22:33 PM Call To
RCM advised: following up with Customer; seeking to know if Customer has spoken with Dealer. Customer states spoke with Dealer; was offered $500 towards a shopping spree or summer vacation as well as a free detailing; Customer accepts offer. RCM advised will generate check which will take 4-6 weeks. RCM to generate check
CONLINR
08/13/2009 12:27:29 PM Note To CCC
RCM generated the following check request: WVWBA71F88V on shopping spree due to inconveniences. total = $500 wait for check
VW to generate check to send Customer
CR_BATCH
08/22/2009 04:00:39 AM Note To CONLINR
Check # 70929531 for amount $ 500.00 mailed on 08/21/2009
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090180815 Recovery
WVWBA71F38V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
401052
MULLINT
07/23/2009 09:49:35 AM E-Mail To Michael Kandalaft
401052
Pr. Part: 3885-Mechatronics
Good Morning Michael,
Pr. Rsn: 81K Mechatronics Outbound
We are proactively making outbound calls to customers with a mechatronics unit on order to apologize for the delay and to make an attempt to ¿smooth the situation over¿. In order for us to have a knowledgeable conversation with each customer, we are requiring some information from you to help us in this process. Below I've listed the VINs for each mechatronics unit we have on order with your dealership. There are a couple of questions I would need answered in order to assist in our efforts.
1. Is the customer in a rental/loaner and if so, how long has the customer been in a rental/loaner? 2. Have you offered the customer any goodwill? Or plan to offer goodwill? - We are not implying that you should make any offers but this information will help us when speaking with these customers. 3. What, if any, arrival date has been communicated to the customer? 4. Any other pertinent information you feel would be helpful?
VIN #: WVWBA71F38V VIN #: WVWFA71F48V
Please answer these 4 questions for each VIN/customer so we may proceed with contacting these customers. If you could please respond before the end of the business day, it would be greatly appreciated.
Thank You,
Tronda Mullins VWoA Customer Care Center Eastern Regional Case Manager Area's 5 & 7 (248) 754-3364 ¿ Please consider the environment before printing this e-mail
RCM to wait dealer email.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 697 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ZIEHMEC
08/05/2009 01:07:28 PM Note To CCC
No further action
MILES YEAR/SUBMODEL
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 698 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090180902 Recovery
WVWFA71F48V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
401052
MULLINT
07/23/2009 11:13:06 AM E-Mail To Michael Kandalaft
401052
Pr. Part: 3885-Mechatronics
Good Morning Michael,
Pr. Rsn: 81K Mechatronics Outbound
We are proactively making outbound calls to customers with a mechatronics unit on order to apologize for the delay and to make an attempt to ¿smooth the situation over¿. In order for us to have a knowledgeable conversation with each customer, we are requiring some information from you to help us in this process. Below I've listed the VINs for each mechatronics unit we have on order with your dealership. There are a couple of questions I would need answered in order to assist in our efforts.
1. Is the customer in a rental/loaner and if so, how long has the customer been in a rental/loaner? 2. Have you offered the customer any goodwill? Or plan to offer goodwill? - We are not implying that you should make any offers but this information will help us when speaking with these customers. 3. What, if any, arrival date has been communicated to the customer? 4. Any other pertinent information you feel would be helpful?
VIN #: WVWBA71F38V VIN #: WVWFA71F48V
Please answer these 4 questions for each VIN/customer so we may proceed with contacting these customers. If you could please respond before the end of the business day, it would be greatly appreciated.
Thank You,
Tronda Mullins VWoA Customer Care Center Eastern Regional Case Manager Area's 5 & 7 (248) 754-3364 ¿ Please consider the environment before printing this e-mail
RCM to wait dealer email.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 699 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ZIEHMEC
08/05/2009 01:07:52 PM Note To CCC
No further action
MILES YEAR/SUBMODEL
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 700 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090180967 Recovery
WVWBA71F98V
NARDONP
Paul,
07/23/2009 12:57:47 PM E-Mail To Paul Stec
403089
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
403089
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
VIN(s): WVWBA71F98V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental/loaner and if so how long? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank You, Pete Nardone Central Region Case Manager Contractor Volkswagen of America 3499 West Hamlin Road Rochester Hills, MI 48309 248-754-3383
Wait Dealer 403089 email.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 701 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CAMPOSA
07/24/2009 09:41:18 AM E-Mail To Paul
Customer is currently on vacation in Fla. Returning 07/29/09
403089
MILES YEAR/SUBMODEL
Vehicle is at our dealership and customer has had no need of loaner yet. No goodwill has been offered yet.
ETA of part is 5 weeks from 07/10/09
Part sales doc # 1005831556
Paul Stec Service Manager RCM to assign to CO
CAMPOSA
07/24/2009 09:41:46 AM Assigned To MANNAE
MANNAE
07/31/2009 11:39:40 AM Call To
CO left message with daughter Rachel advising of call and apologizing for her inconvenience, dealership is taking right steps to address her concerns, invited customer to call with any questions. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 702 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090180974 Recovery
WVWBA71F68V
NARDONP
Bill,
07/23/2009 01:08:46 PM E-Mail To Bill Fliehman
403163
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
403163
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
VIN(s): WVWBA71F68V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental/loaner and if so how long? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank You, Pete Nardone Central Region Case Manager Contractor Volkswagen of America 3499 West Hamlin Road Rochester Hills, MI 48309 248-754-3383
Wait Dealer 403163 email.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 703 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
CAMPOSA
07/28/2009 11:25:18 AM Call To Lynn
403163
Service Advisor states: customer is not in a rental/loaner; no ETA on part has been provided; no goodwill has been extended at this time. RCM to assign to CO.
CAMPOSA
07/28/2009 11:26:36 AM Assigned To MANNAE
MANNAE
07/31/2009 11:52:13 AM Call To
CO advised following up to apologize for inconvenience with back order part, advised dealership has made VWoA aware of her concerns and dealership is taking right steps to address customer concerns. Customer states dealership has called to advise part is in and will be taking vehicle to dealership on Monday to have repairs completed, is fine with driving her vehicle. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 704 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090180980 Recovery
VIN WVWBA71F18V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
403300
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 705 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
NARDONP
07/23/2009 01:15:11 PM E-Mail To Richard Kleist
Richard,
403300
MILES YEAR/SUBMODEL
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
VIN(s): WVWBA71F18V 3VWRJ71K58M
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental/loaner and if so how long? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank You, Pete Nardone Central Region Case Manager Contractor Volkswagen of America 3499 West Hamlin Road Rochester Hills, MI 48309 248-754-3383
Wait Dealer 403300 email.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 706 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CAMPOSA
07/24/2009 09:51:33 AM E-Mail From Rick
1.Yes (rental) 2.No-Vehicle under warranty (no goodwill) 3.expect 4-5 weeks,we will call when part arrives 4.None (additional information) RCM to assign to CO
CAMPOSA
07/24/2009 09:52:11 AM Assigned To MANNAE
403300
MILES YEAR/SUBMODEL
MANNAE
07/31/2009 11:57:05 AM Call To
CO called and it was wrong number. CO to call dealer.
MANNAE
07/31/2009 12:06:46 PM Call To Bill
SA states part came in and vehicle is repaired, this is an employee of number, will call CO if is able to locate phone number. No further action.
403300 who is driving vehicle, can't locate phone
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 707 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090180983 Recovery
VIN WVWBA71F88V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
403311
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 708 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
NARDONP
Terry,
07/23/2009 01:18:58 PM E-Mail To Terry Metz
403311
MILES YEAR/SUBMODEL
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
VIN(s): 3VWRJ71K68M WVWBA71F88V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental/loaner and if so how long? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank You, Pete Nardone Central Region Case Manager Contractor Volkswagen of America 3499 West Hamlin Road Rochester Hills, MI 48309 248-754-3383
Wait Dealer 403311 email.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 709 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CAMPOSA
07/28/2009 10:21:22 AM Call To Gary
403311
Service Advisor states: part came in; customer to be contacted today. No further action.
MILES YEAR/SUBMODEL
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 710 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090180989 Recovery
WVWFA71F58V
NARDONP
Bob,
07/23/2009 01:27:49 PM E-Mail To Bob Perry
424125
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
424125
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
VIN(s): WVWFA71F58V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental/loaner and if so how long? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank You, Pete Nardone Central Region Case Manager Contractor Volkswagen of America 3499 West Hamlin Road Rochester Hills, MI 48309 248-754-3383
Wait Dealer 424125 email.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 711 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CAMPOSA
PETE,
07/24/2009 09:55:39 AM E-Mail From Bob
424125
MILES YEAR/SUBMODEL
THIS CUSTOMER IS IN THE PROCESS OF MOVING TO NEW BRAUNFELS,TX OUTSIDE OF SAN ANTONIO. SHE IS NOT IN A RENTAL VEHICLE. WE INFORMED HER THAT WE HAD THE PART ORDERED AND IT WAS DUE HERE AROUND AUGUST 7TH. SHE ASKED IF WE COULD FORWARD THE PART TO A DEALER IN SAN ANTONIO. WE INFORMED HER WE WOULD TRY TO IF OK'D BY VW.
BOB PERRY RCM to email Dealer.
CAMPOSA
07/24/2009 09:57:14 AM E-Mail To Bob
Good Morning Bob,
424125
Absolutely, we will forward the mechatronics part to the dealership in her new area. That is not a problem!
Best Regards, Ann Camposeo Central Regional Case Manager Volkswagen Customer CARE 248-754-3242 RCM to assign to CO
CAMPOSA
07/24/2009 09:57:32 AM Assigned To MANNAE
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 712 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CAMPOSA
07/28/2009 08:34:40 AM E-Mail From Bob
From: Bob Perry [mailto:bperry@suntrup.com] Sent: Monday, July 27, 2009 3:02 PM To: Nardone, Pete Subject: RE: mechatronics Unit
424125
MILES YEAR/SUBMODEL
PETE,
THE CUSTOMERS MEGATRONICS CAME IN TODAY AND SHE IS COMING IN ON TUESDAY MORNING TO HAVE IT INSTALLED. SHE LEAVES ON THURSDAY MORNING FOR TEXAS. SO I BELIEVE WE ARE GOLDEN.
CUSTOMER VIN IS 8V CO to review and close.
MANNAE
07/28/2009 09:12:27 AM Note To ccc
CO reviewed case. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 713 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090180998 Recovery
VIN WVWBA71F68V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
424154
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 714 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
NARDONP
James,
07/23/2009 01:34:29 PM E-Mail To James Horton
424154
MILES YEAR/SUBMODEL
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
VIN(s): 3VWRJ71K78M 3VWRJ71K28M WVWBA71F68V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental/loaner and if so how long? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank You, Pete Nardone Central Region Case Manager Contractor Volkswagen of America 3499 West Hamlin Road Rochester Hills, MI 48309 248-754-3383
Wait Dealer 424154 email.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 715 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CAMPOSA
07/24/2009 09:39:52 AM E-Mail From Jim
Vin V
Rental for 2 weeks, no goodwill, no ETA.
RCM to assign to CO
CAMPOSA
07/24/2009 09:40:12 AM Assigned To MANNAE
ABDULAM
07/31/2009 02:01:02 PM Note To ccc
phone number is disconnected. CO to call dealer.
ABDULAM
07/31/2009 02:02:35 PM Call To Rick
Service Advisor states vehicle has been repaired. No further action.
424154
MILES YEAR/SUBMODEL
424154
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 716 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090181015 Customer Relations
WVWFA71F48V
20,665
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408157
EDWARDAM
07/23/2009 01:18:12 PM Call From Gordy Wagner (DLR Princip 408157
Pr. Part: 3885-Mechatronics
DP advised Customer's vehicle has been down about 3-4 weeks now waiting on the mechatronics unit; he is currently in a rental vehicle, but is not happy about the length of time it's taking; seeking if there is anything VW can do for the customer. RCM advised we have a process for this and did not see this VIN # as part of that list; will establish a case to provide to our team that is making outbound calls to the customer; seeking if any goodwill has been provided to this customer. DP advised not at this time. RCM advised Customer will receive a call from CCC and we can offer a vehicle payment for the downtime. RCM to assign to CO.
Pr. Rsn: 81K Mechatronics Outbound
Suggestion 408157
Part: GIFT-DINNER, FREE MAINTENANCE, ACCESSORY
EDWARDAM
07/23/2009 01:59:03 PM Assigned To MANNAE
Rsn: 67B 20K Cust Sat. Service
ABDULAM
07/28/2009 01:20:00 PM Call To
Customer states he has complained about this vehicle concern for about 7-8 weeks and his vehicle has been down 4-5 weeks. Customer states he is paying for a hard top convertible and he is currently in a Nissan Sentra. Customer states he put 3k miles on the Nissan as he drives a 150 miles to see his kids. Customer states he is only getting 15 miles/gallon and this vehicle is costing him money. Customer states his vehicle has 20k miles and needs a new oil change. CO advised VW will cover one month vehicle payment and his next oil change while vehicle is at the Dealer. Customer seeking an upgraded rental. CO advised VW may not be able to meet that request, but will discuss with Service Manager. Customer seeking specific ETA on part. CO advised CO will contact Dealer to obtain specific ETA. CO advised to fax vehicle payment to 6504. Customer states payment is $410/month and is due 8/7. CO advised to make that payment as it takes 7-10 days to process. CO advised CO will contact Customer by tomorrow. CO to call Dealer 408157.
Suggestion 408157
Part: LEAS-LEASE AND LOAN PAYMENT
Rsn: 37A Lease Payment
ABDULAM
07/28/2009 01:32:47 PM Voice Mail To Jeff
CO LMTRMC. Wait Service Manager call.
408157
WILLIAC2
07/28/2009 01:52:07 PM FAX From
Fax in doc center.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 717 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ABDULAM
07/29/2009 09:54:23 AM Voice Mail To Jeff
CO LMTRMC. Wait Service Manager call.
408157
MILES YEAR/SUBMODEL
ABDULAM
07/29/2009 11:18:37 AM Call To Jeff
408157
Service Manager states part has not arrived, but ETA when parts are being filled is 8/7, but his rep advised him that parts were being filled by End of July. CA advised Service Manager that VW is paying for Customer oil change and to fax Repair Order to 6504 and CA will reimburse Dealer by EFT. CA to call Customer.
ABDULAM
07/29/2009 11:21:49 AM Note To ccc
VW already provided Customer with vehicle payment and oil change, VW is unable to provide Customer with upgraded rental.
ABDULAM
07/29/2009 11:23:36 AM Call To
CA advised that part ETA is 8/7. CA advised that VW advised Dealer that we are covering his oil change and vehicle payment should be processed. CA advised to make his next payment and VW will cover the following month (September). CA advised that VW is unable to provide Customer with upgraded rental. Customer thanked CA. RCM to generate check request.
EDWARDAM
07/29/2009 11:34:06 AM Assigned To EDWARDAM
RCM reassigned to generate check.
EDWARDAM
07/29/2009 11:34:51 AM Note To check request
Account #: Name: Type: Retail Loan VIN #: WVWFA71F48V Base Monthly Payment $410.45
851015175 WVWFA71F48V Total = $410.45
VW to credit one month's payment due to length of time for mechatronic unit parts.
RCM to wait check.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 718 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CR_BATCH
08/01/2009 04:00:28 AM Note To EDWARDAM
Amount for $ 410.45 was Posted on 07/31/2009. AP reference number: 40040004
MILES YEAR/SUBMODEL
ARMITAR
08/05/2009 05:48:41 PM FAX From 408157
Fax in doc center.
408157
EDWARDAM
08/06/2009 08:11:55 AM Note To EFT
WVWFA71F48V
VW to reimburse Dealer 408157 for oil change. Total = $101.12
RCM to wait for check.
CR_BATCH
08/14/2009 04:00:32 AM Note To EDWARDAM
PARTS/REASONS
Mr. John Davis
090181061 Customer Relations
WVWFA71F58V
PABSTM
07/23/2009 01:43:33 PM E-Mail To Brandon Beck
RCM sent Mechatronics email. RCM to wait email from dealer 406482.
406482
PABSTM
07/23/2009 02:39:36 PM E-Mail From brandon beck
This customer has traded his vehicle in for another vehicle at Garnett VW
Brandon Beck
Service Manager Wynn Volkswagen 2021 W Main Street Norristown, PA 19403 610-539-1100 bbeck@thewynngroup.com RCM to update spreadsheet. No further action.
406482
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 406482 Pr. Part: 3885-Mechatronics Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 719 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090181073 Recovery
VIN WVWBA71F88V
MILES YEAR/SUBMODEL
PARTS/REASONS
9,000
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
401404
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 720 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
SZYMANT
07/23/2009 01:56:05 PM E-Mail To Mac
(RCM also CC'd FOM Mark Watson in the e-mail).
401404
MILES YEAR/SUBMODEL
ACTION REQUIRED: Mechatronic update - 401404
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F88V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
Therese Szymanski VWoA Customer CARE Center Eastern Region Case Manager
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 721 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
Volkswagen of America
3499 West Hamlin Road
Rochester Hills, MI 48309
Phone: 248-754-3699 mailto:therese.szymanski@vw.com
MILES YEAR/SUBMODEL
Wait dealership response.
SZYMANT
07/23/2009 02:39:58 PM E-Mail From Mac
401404
Hi Therese, The customer is not in a loaner(he owns a used car lot), no goodwill has been offered, 8 to 14 days, customer is ok with wait. Mac RCM to alert CO.
SZYMANT
07/23/2009 02:43:29 PM Assigned To MANNAE
MANNAE
07/28/2009 07:27:33 PM Call To
CO advised following up in regards to Mechatronics part on order for his vehicle, apologized for inconvenience and inquired if customer was seeking a loaner at this time. Customer states vehicle is at dealership he doesn't need a loaner as he owns a used car lot, ok with time for part, seeking to know if tire is covered under warranty because tire has a bulge in sidewall. CO advised dealership maybe verifying warranty coverage with tire manufacturer as they hold the warranty on tire. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 722 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090181093 Recovery
CONLINR
07/23/2009 02:13:17 PM Note To CCC
RCM to send Mechantronic email to Dealer
WVWFA71F78V
CONLINR
07/23/2009 03:23:00 PM E-Mail To Ken Howey
ACTION REQUIRED: Mechatronic update -
422207
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
422207
Pr. Part: 3885-Mechatronics
Pr. Rsn: 81K Mechatronics Outbound
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 EOS
VIN: WVWFA71F78V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help. RCM to wait Dealer email
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 723 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CONLINR
07/23/2009 03:48:55 PM E-Mail From Ken Howey
Hello Ryan,
The vehicle is not in the shop at this time.
No rental at this time. No goodwill at this time. Volkswagen has no ETA at this time.
422207
MILES YEAR/SUBMODEL
Ken Howey RCM to assign to point of contact
CONLINR
07/23/2009 03:49:27 PM Assigned To MANNAE
CO to review
MANNAE
08/04/2009 04:21:05 PM Voice Mail To Ms.
CO attempted to call home number and it's wrong number, left message at business number. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 724 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090181094 Recovery
VIN WVWBA71F68V0
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409102
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 725 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ISTIFOV
07/23/2009 02:14:43 PM E-Mail To Paul Staub
***** Email to staubp@fitzmall.com ***** ACTION REQUIRED: Seeking Vehicle Repair Update
409102
MILES YEAR/SUBMODEL
Hello! The following customer has contacted Customer CARE seeking a vehicle repair update.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F68V
Reason for Inquiry: At your earliest convenience, please review and respond to the following questions: Is the customer in a rental or loaner? Have you offered any goodwill? What part arrival time has been communicated to the customer? Other pertinent information that you think we should be aware of?
Please review and advise me of the vehicle¿s status.
If you could please respond within 4 business hours, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Vance Istifo (248) 754-3310
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 726 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ISTIFOV
07/24/2009 08:28:39 AM Return Call From Paul Staub
409102
Service Manager advised the customer is in their own vehicle and the ETA for the part is the second week of August, customer has not asked for any compensation. RCM to assign to CO to call customer.
ISTIFOV
07/24/2009 08:32:53 AM Assigned To MANNAE
CO to call customer.
MANNAE
08/04/2009 12:39:11 PM Call To
MOM
CO called and spoke with mother customer.
as customer was at work and provided Cell number to call customer. CO to call
MANNAE
08/04/2009 12:43:47 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 727 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090181115 Recovery
VIN WVWBA71FX8V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
401080
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 728 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
SZYMANT
07/23/2009 02:20:27 PM E-Mail To Ronnie Sousa (assistant SM) 401080
(RCM also CC'd FOM George Kaniwec and Service Manager Joe Warner)
MILES YEAR/SUBMODEL
ACTION REQUIRED: Mechatronic update - 401080
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71FX8V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Therese Szymanski VWoA Customer CARE Center Eastern Region Case Manager
Volkswagen of America 3499 West Hamlin Road Rochester Hills, MI 48309
Phone: 248-754-3699
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call
Page 729 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
mailto:therese.szymanski@vw.com
RCM to wait dealer 401080 response.
MILES YEAR/SUBMODEL
MULLINT
07/27/2009 10:18:22 AM E-Mail From Ronnie Sousa
401080
1) Is the customer in a rental or loaner? NO 2) Have you offered any goodwill? NO 3) What part arrival time has been communicated to the customer? Aug. 13th/14th 4) Other pertinent information that you think we should be aware of? Customer is aware that the part is on backorder and was ok waiting till part comes in. He was still able to drive car till part comes in. RCM to assign to CO.
MULLINT
07/27/2009 10:19:58 AM Assigned To MANNAE
Reassigned for handling.
ABDULAM
07/29/2009 02:12:48 PM Call To
CO apologized to Customer in regards to vehicle concerns. CO advised that CO is aware of the vehicle concerns. CO advised that Dealer is making her vehicle repairs a high priority and has taken all the right steps in getting the vehicle repaired. CO advised that delay was due to a Backorder part. CO advised ETA is either 8/7 or 8/14. Customer states he is not in a loaner is afraid that he can cause more damage to the vehicle. CO advised he is not causing more damage to the vehicle, but if Customer wants a loaner he can request that from Dealer or VW. Customer states he will contact us or the Dealer if he needs a loaner. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 730 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090181126 Recovery
VIN WVWFA71F78V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
401057
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 731 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
SZYMANT
07/23/2009 02:25:05 PM E-Mail To Patrick Collins
(RCM also copied FOM George Kaniwec)
401057
MILES YEAR/SUBMODEL
ACTION REQUIRED: Mechatronic update - 401057
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWFA71F78V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Therese Szymanski VWoA Customer CARE Center Eastern Region Case Manager
Volkswagen of America 3499 West Hamlin Road Rochester Hills, MI 48309
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 732 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
Phone: 248-754-3699
mailto:therese.szymanski@vw.com
Wait dealer e-mail.
MILES YEAR/SUBMODEL
PARTS/REASONS
PABSTM
07/27/2009 11:57:53 AM E-Mail From patrick Collins
401057
The part was just received we will contact the customer right away to get this repaired and also provide them with a loaner car. RCM to Email to dealer 401057.
PABSTM
07/27/2009 12:05:28 PM E-Mail To Patrick collins
Glad to hear it, If you need anything from CARE let us know.
401057
090181149 Recovery
WVWBA71F88V
HAWLEYD
07/23/2009 02:36:01 PM E-Mail To Cindy Goglia
408230
RCM sent e-mail to service manager. RCM waiting for service manager e-mail.
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408230
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
HAWLEYD
07/24/2009 08:55:48 AM E-Mail From Cinday Goglia
408230
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? No both 2) Have you offered any goodwill? No 3) What part arrival time has been communicated to the customer? We are told should be by the end of the month ¿ has usually been anywhere from 3wks to month and a half to receive parts 4) Other pertinent information that you think we should be aware of? No
ABDULAM
07/29/2009 01:04:08 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 733 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090181165 Recovery
WVWBA71F18V
SMITHN
07/23/2009 02:46:15 PM Assigned To HEARNSN
RCM to send mechatronic email to dealer 409226.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409226
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ZIEHMEC
07/28/2009 11:37:19 AM E-Mail To Tim
409226
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F18V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait dealer 409226 e-mail.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 734 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ZIEHMEC
07/28/2009 11:37:40 AM Assigned To MANNAE
RCM assigned to CO.
MILES YEAR/SUBMODEL
ZIEHMEC
07/28/2009 01:07:18 PM E-Mail From Tim
409226
Customer has only been advised that there is a part shortage at this time. No goodwill has been offered and customer is currently driving the vehicle. CO to call customer.
ZIEHMEC
07/28/2009 02:15:23 PM E-Mail From Tim
409226
P.S. THE PART HAS ARRIVED. WE WILL BE CALLING THE CUSTOMER SHORTLY TO SCHEDULE REPAIRS.
Click here for Online Appointment System
Timothy A. Marshall Service Manager Frema Motors 1112 Sunburst Drive Goldsboro, N.C. 27534 tmarshall@fremamotors.com
(919)778-1010 (800)831-0205 FAX (919)778-0637 VW Store 409226 Mazda Store 23227 No further action as parts have come in.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 735 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 3.2L
CASE NUM PROGRAM 090181167 Recovery
VIN WVWDB71F78V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409151
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 736 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ISTIFOV
07/23/2009 02:50:36 PM E-Mail To Jason Aschenbach
***** Email to jaschenbach@kingauto.com ***** ACTION REQUIRED: Seeking Vehicle Repair Update
409151
MILES YEAR/SUBMODEL
Hello! The following customer has contacted Customer CARE seeking a vehicle repair update.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWDB71F78V
Reason for Inquiry: At your earliest convenience, please review and respond to the following questions: Is the customer in a rental or loaner? Have you offered any goodwill? What part arrival time has been communicated to the customer? Other pertinent information that you think we should be aware of?
Please review and advise me of the vehicle¿s status.
If you could please respond within 4 business hours, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Vance Istifo (248) 754-3310
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 737 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ISTIFOV
07/23/2009 03:50:26 PM E-Mail From Jason Aschenbach
Is the customer in a rental or loaner? The customer is in a enterprise rental vehicle.
409151
MILES YEAR/SUBMODEL
Have you offered any goodwill? We have no offered any goodwill. The customer is only in for the megatronics unit, no customer pay items.
What part arrival time has been communicated to the customer? The part arrival time that has been communicated 08/07.
Other pertinent information that you think we should be aware of? The customer was not happy she had to drive an enterprise car. She was orignally given a Kia Rio by Enterprise, we had them switch her into a VW Jetta instead, they do not offer an VW Eos'.
Please review and advise me of the vehicle's status: King VW ordered the part on 7/1/09. The customer felt unsafe driving the car, so we transitioned her an VW Jetta enterprise rental.
Let me know if you need any additional information
Sincerely,
Jason Aschenbach Service Manager 240-403-2328 CO to call customer.
ISTIFOV
07/23/2009 03:50:49 PM Assigned To MANNAE
CO to call customer.
ABDULAM
07/29/2009 11:29:47 AM Call To Brad
409151
Service Advisor stats part came in yesterday and vehicle is repaired and Customer is picking up vehicle today. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 738 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090181172 Recovery
WVWBA71F18V
SMITHN
07/23/2009 02:49:49 PM Assigned To HEARNSN
RCM to sent mechatronic email to Dealer 409231.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409231
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 739 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
07/28/2009 11:40:24 AM E-Mail To Jeff
409231
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F18V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to assign to CO.
ZIEHMEC
07/28/2009 11:40:52 AM Assigned To MANNAE
RCM assigned to CO.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 740 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ABDULAM
07/29/2009 04:36:24 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 741 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090181174 Recovery
WVWFA71F88V
HAWLEYD
07/23/2009 02:51:52 PM E-Mail To Dave Brodtman
408258
RCM sent e-mail to the service manager. RCM waiting for service manager e-mail.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408258
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
HAWLEYD
07/24/2009 08:49:08 AM E-Mail From Dave Brodtman
408258
1) Is the customer in a rental or loaner? - No 2) Have you offered any goodwill? - N0 3) What part arrival time has been communicated to the customer? - 8/07/09 4) Other pertinent information that you think we should be aware of? -No
ABDULAM
07/29/2009 11:46:44 AM Voice Mail To Jenny
CO LVMM seeking Customer contact information. Wait Dealer call.
408258
ABDULAM
07/29/2009 01:35:37 PM Voice Mail From Jenny
Service Advisor LVMM. CA to call Service Advisor.
408258
ABDULAM
07/29/2009 01:36:09 PM Voice Mail To Jenny
CO LMTRMC. Wait Dealer call.
408258
MANNAE
08/03/2009 10:19:44 AM Call To Jenny
408258
DP states same number listed and driver is Ed and doesn't have last name. CO to call customer.
MANNAE
08/04/2009 01:19:09 PM Voice Mail To Ed Griffin
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made his vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to his vehicles repairs he can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 742 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090181175 Recovery
VIN WVWBA71F58V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409151
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 743 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ISTIFOV
07/23/2009 02:52:59 PM E-Mail To Jason Aschenbach
***** Email to jaschenbach@kingauto.com ***** ACTION REQUIRED: Seeking Vehicle Repair Update
409151
MILES YEAR/SUBMODEL
Hello! The following customer has contacted Customer CARE seeking a vehicle repair update.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F58V
Reason for Inquiry: At your earliest convenience, please review and respond to the following questions: Is the customer in a rental or loaner? Have you offered any goodwill? What part arrival time has been communicated to the customer? Other pertinent information that you think we should be aware of?
Please review and advise me of the vehicle¿s status.
If you could please respond within 4 business hours, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Vance Istifo (248) 754-3310
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 744 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ISTIFOV
07/24/2009 09:27:28 AM E-Mail From Jason Aschenbach
409151
Reason for Inquiry: At your earliest convenience, please review and respond to the following questions: Is the customer in a rental or loaner? The customer is not in a rental or a loaner. Have you offered any goodwill? No. What part arrival time has been communicated to the customer? 8/17/09 Other pertinent information that you think we should be aware of? The vehicle is here listed under a dealership, Rosenthal Acura.
Please review and advise me of the vehicle's status. Waiting on parts. RCM to assign to CO to call customer.
ISTIFOV
07/24/2009 09:31:52 AM Assigned To MANNAE
CO to call customer.
ABDULAM
07/29/2009 01:13:15 PM Voice Mail To Ms Borruso
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 745 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090181176 Recovery
BALDWIA
07/23/2009 02:51:56 PM Note To CCC
RCM to email SM regarding customer's part concern.
VIN WVWBA71F98V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
425019
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ZIEHMEC
07/28/2009 12:18:09 PM E-Mail To Steve
425019
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F98V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to assign to CO.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 746 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ZIEHMEC
07/28/2009 12:19:53 PM Assigned To MANNAE
RCM assigned to CO.
MILES YEAR/SUBMODEL
ABDULAM
07/29/2009 04:57:24 PM Assigned To BALDWIA
Please follow up with dealer.
ZIEHMEC
08/03/2009 12:29:36 PM Call To David
425019
RCM advised Service Advisor of the customers concerns and the info RCM is seeking. Service Advisor states: part came in; vehicle repaired; was in rental for 26 days; no goodwill. No further action
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 747 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090181189 Recovery
WVWFA71F28V
SMITHN
07/23/2009 03:00:05 PM Assigned To HEARNSN
RCM to send mechatronic email to Dealer 409217.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409217
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ZIEHMEC
07/28/2009 11:46:07 AM E-Mail To Rick
409217
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWFA71F28V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to assign to CO.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 748 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ZIEHMEC
07/28/2009 11:47:12 AM Assigned To MANNAE
RCM assigned to CO.
MILES YEAR/SUBMODEL
ZIEHMEC
07/29/2009 11:07:56 AM E-Mail From Rick
409217
customer was offered loaner if she felt she did not want to drive her car,but she has the option we have been in contact with here and have advised her we will be making a car payment for her when repairs completed , yes she has been advised on arrivial date of aug 10th at this time thanks rick brown service dir
CO to call customer
MANNAE
08/04/2009 01:21:15 PM Voice Mail To Mr. Donovan
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made his vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to his vehicles repairs he can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F.
PARTS/REASONS
090181211 Recovery
WVWBA71F48V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 406401
PABSTM
07/23/2009 03:16:36 PM Call To Tony V
406401
Pr. Part: 3885-Mechatronics
Service Manager advised the customer is not in a rental, has been offered goodwill, has been given a time frame and no other comments. RCM to assign to CO.
Pr. Rsn: 55J Outbound
PABSTM
07/23/2009 03:17:33 PM Assigned To MANNAE
ABDULAM
07/29/2009 11:14:02 AM Call To Tony
406401
Service Manager states part is in the Dealer and vehicle should be repaired either today or tomorrow. Service Manager states Customer on vacation and will not return for a few days and vehicle will be repaired by the time Customer returns. Service Manager states Customer not been given Goodwill and no loaner as Customer wanted to drive their vehicle. No further action.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 749 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090181220 Recovery
WVWBA71F28V
PABSTM
07/23/2009 03:21:01 PM E-Mail To bill welsh
RCM sent mechatronic email. RCM to wait email from dealer 406403.
406403
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 406403 Pr. Part: 3885-Mechatronics Pr. Rsn: 55J Outbound
PABSTM
07/24/2009 04:24:36 PM E-Mail From bill welsh
Ms Sandra Cleveland: 08 Eos
406403
1. Ms Cleveland is in a loaner car 2. We have not offered any goodwill 3. The part was ordered 07/06/2009 and she knows that it will take 6 weeks or more 4. N/A RCM to assign to CO.
PABSTM
07/24/2009 04:25:13 PM Assigned To MANNAE
CO to call the customer.
ABDULAM
07/29/2009 01:22:16 PM Call To Ms Cleveland
CO apologized to Customer in regards to vehicle concerns. CO advised that CO is aware of the vehicle concerns. CO advised that Dealer is making her vehicle repairs a high priority and has taken all the right steps in getting the vehicle repaired. CO advised that ETA for part is 8/7. CO seeking to know if Customer is okay with the loaner. Customer states the loaner is great. CO thanked Customer. No further action.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 750 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090181233 Customer Relations
WVWFA71F18V
10,842 ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 406434
PABSTM
07/23/2009 03:28:51 PM Call From ivon Brown
406434
Pr. Part: 3885-Mechatronics
Service Manager advised the customer wants to speak to the RCM, RCM advised will call customer back within 30 minutes, at 610-838-0020. Service Manager advised the customer is in a loaner, has been advised of the time frame. RCM advised will steer the customer back to dealer, as VWoA is working closely with the dealer, who can also offer payment goodwill once the car is repaired. RCM to call the customer.
PABSTM
07/23/2009 03:46:39 PM Call To
Customer states he is paying $507 a month, wife wanted a VW convertible for the summer, since ownership, he's had trouble with the blower motor on the coldest day, the window didn't go down, the top put a nick in the side, he waited forever to get it all fixed, now there is the mechatronic, he has to drive a Chevy impala without the convertible. RCM advised the mechatronic is our highest priority, it is one of the few components customized to the VIN, it cannot be taken from another vehicle, or stocked in a parts depot, we appreciate his patience, we will be able to offer him goodwill once the car is repaired, and to stay in touch with the Service Manager at dealer 406434. No further action.
Pr. Rsn: 95J Length of time for repairs
Inquiry Part: LEAS-LEASE AND
LOAN PAYMENT Rsn: 37A Lease
Payment
PABSTM
08/10/2009 09:39:34 AM Voice Mail From ivon brown
406434
NOTE: voice mail retrieved late Friday, 8/7/09, that the Service Manager from dealer 406434 is out all next week, but the
customers vehicle is repaired and the Service Manager wants to see how the vehicle payment reimbursement can be handled.
Service Manager advised his cell #
. RCM to call dealer 406434.
PABSTM
08/10/2009 09:43:38 AM Call To John
406434
Service Advisor advised the customer information to the RCM for locating the case, advised the best phone # to call the customer, 0020, and that the customer should be called in the afternoon, as she sleeps in the mornings after work. RCM advised will call the customer to advise reimbursing a payment, collect payment data and advise the Service Manager that this is being handled. RCM to call dealer 406434.
PABSTM
08/10/2009 10:04:56 AM Call To IIvon Brown
406434
RCM advised the RCM will handle the vehicle payment to the customer. RCM to call the customer.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 751 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PABSTM
08/10/2009 04:40:06 PM Call To
RCM advised assisting dealer 406434 with the reimbursement of the vehicle payment due to the EOS being at the dealer and asked for something showing the vehicle payment amount. Customer states the car is leased to VCI, the Service Manager promised him 2 payments, and advised the check would be sent directly to him, and that he prefers receiving the check that he can apply to his lease. RCM advised the check can be sent to the customer if he prefers, advised the case # and RH main fax #, and that checks are processed within 4-6 weeks, but he may receive sooner. No further action, pending customer fax.
CAMILOM
08/11/2009 01:44:27 PM FAX From
Fax in doc center.
PABSTM
08/13/2009 11:07:08 AM Note To ccc
WVWFA71F18V
reimburse customer 2 Vehicle payments due to wait on part, total = $1168.64.No further action.
CR_BATCH
08/20/2009 04:00:29 AM Note To PABSTM
Check #
for amount $ 1168.64 mailed on 08/19/2009
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 752 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090181761 Recovery
WVWBA71F08V
SMITHN
07/24/2009 08:14:22 AM Assigned To BALDWIA
RCM to send mechatronic email to Dealer 425019.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
425019
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ZIEHMEC
07/28/2009 12:18:20 PM E-Mail To Steve
425019
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F08V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 753 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ZIEHMEC
07/28/2009 12:20:14 PM Assigned To MANNAE
RCM assigned to CO.
MILES YEAR/SUBMODEL
ABDULAM
07/29/2009 04:57:04 PM Assigned To BALDWIA
Please follow up with dealer.
ZIEHMEC
08/03/2009 12:26:43 PM Call To David
425019
RCM advised Service Advisor of the customers concerns and the info RCM is seeking. Service Advisor states: part is not in; customer is not in rental or loaner; no goodwill offered; no ETA given. RCM to assign to CO.
ZIEHMEC
08/03/2009 12:33:23 PM Assigned To MANNAE
RCM assigned to CO. CO to call customer.
MANNAE
08/04/2009 01:24:00 PM Call To
CO called customer and number is not in service. CO to call dealer.
MANNAE
08/04/2009 01:35:18 PM Call To Bob King
425019
SA states has vehicle listed under William Gallina and vehicle was brought in on 7-30-09 and completed 8-1-09, loaner was provided, lives in Dallas Tx, customer may have purchased as used vehicle. CO to dealer.
MANNAE
08/04/2009 01:37:53 PM Voice Mail For Bob King
425019
CO left message to call me back with Mr. Gallina's phone number. CO to wait dealer call.
MANNAE
08/04/2009 01:52:47 PM Voice Mail From Bob King
SA left customer contact. CO to call customer.
425019
MANNAE
08/04/2009 01:55:24 PM Note To ccc
CA to reference case # 90190833. No further action.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 754 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090181764 Recovery
WVWBA71F38V
SMITHN
07/24/2009 08:20:22 AM Assigned To BALDWIA
RCM to send mechatronic email to Dealer 425018.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
425018
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
SMITHN
07/24/2009 09:25:10 AM E-Mail To Sherry Gilpin
425018
RCM sent email to Dealer 425018 requesting needed information. RCM to wait on Dealer email.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 755 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
07/28/2009 12:32:49 PM E-Mail To Sherry
425018
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name: Model Year/Model: 2008 VIN: WVWBA71F38V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to assign to CO.
ZIEHMEC
07/28/2009 12:32:57 PM Assigned To MANNAE
RCM assigned to CO.
ABDULAM
07/29/2009 04:56:04 PM Assigned To BALDWIA
Please follow up with dealer.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 756 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
BALDWIA
08/03/2009 12:28:01 PM Call To Sherry Gilpin
425018
Service Manager advised they had the vehicle under a different last name (Ulrich); part arrived, loaner was not provided and there was no Goodwill provided to customer.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 757 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090181767 Recovery
WVWBA71F78V
SMITHN
07/24/2009 08:22:39 AM Assigned To BALDWIA
RCM to send mechatronic email to Dealer 425018.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
425018
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
SMITHN
07/24/2009 09:52:32 AM E-Mail To Sherry Gilpin
425018
RCM sent email to Dealer 425018 requesting needed information. RCM to wait on Dealer email.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 758 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
07/28/2009 12:25:58 PM E-Mail To Sherry
425018
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F78V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to assign to CO.
ZIEHMEC
07/28/2009 12:26:06 PM Assigned To MANNAE
RCM assigned to CO.
ABDULAM
07/29/2009 04:55:18 PM Assigned To BALDWIA
Please follow up with dealer.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 759 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
BALDWIA
08/03/2009 12:23:22 PM Call To Sherry Gilpin
425018
SM advised the part had arrived; CUST was not in a loaner vehicle and was not provided GW. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 760 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090181773 Recovery
WVWFA71FX8V
SMITHN
07/24/2009 08:28:06 AM Assigned To BALDWIA
RCM to send mechatronic email to dealer 425018.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
425018
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
SMITHN
07/24/2009 09:24:45 AM E-Mail To Sherry Gilpin
425018
RCM sent email to Dealer 425018 requesting needed information. RCM to wait on Dealer email.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 761 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
07/28/2009 12:25:06 PM E-Mail To Sherry
425018
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name: Model Year/Model: 2008 Eos VIN: WVWFA71FX8V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to assign to CO.
ZIEHMEC
07/28/2009 12:25:16 PM Assigned To MANNAE
RCM assigned to CO.
ABDULAM
07/29/2009 04:56:46 PM Assigned To BALDWIA
Please follow up with dealer.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 762 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
08/03/2009 12:37:57 PM Call To Tim
425018
RCM advised Service Advisor of the customers concerns and the info RCM is seeking. Service Advisor states: part is not in yet; not in a rental or loaner; no goodwill offered; no ETA provided. RCM to assign to CO.
ZIEHMEC
08/03/2009 12:41:10 PM Assigned To MANNAE
RCM assigned to CO. CO to call customer.
MANNAE
08/04/2009 03:33:20 PM Call To
CO spoke with customer and advised calling to apologize for inconvenience on part status, appreciate patience, inquired if comfortable driving vehicle currently. Customer states daughter is driving vehicle and just looking forward to having repairs completed, thanked for call. CO advised if at any time his daughter feels uncomfortable driving vehicle may contact dealership
PARTS/REASONS
090181774 Recovery
WVWBA71F08V
HAWLEYD
07/24/2009 08:28:46 AM E-Mail To John Lynch
408288
RCM sent e-mail to service manager. RCM waiting for service manager e-mail.
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408288
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ABDULAM
07/29/2009 04:59:47 PM Assigned To HAWLEYD
Please follow up with dealer.
HAWLEYD
07/30/2009 08:32:27 AM E-Mail From John Lynch
408288
Customer is not in a loaner; no goodwill offered and they are currently driving the vehicle.
HAWLEYD
07/30/2009 08:32:49 AM Assigned To MANNAE
Customer is not in a loaner; no goodwill offered and they are currently driving the vehicle.
ABDULAM
07/31/2009 11:15:16 AM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 763 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 3.2L
090181777 Recovery
WVWDB71F48V
HAWLEYD
07/24/2009 08:31:00 AM E-Mail To John Lynch
408288
RCM sent e-mail to the service manager. RCM waiting for service manager e-mail.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408288
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ABDULAM
07/29/2009 05:00:22 PM Assigned To HAWLEYD
Please follow up with dealer.
HAWLEYD
07/30/2009 08:33:38 AM E-Mail From John Lynch
408288
Customer is not in a loaner; no goodwill offered and they are currently driving the vehicle.
HAWLEYD
07/30/2009 08:33:59 AM Assigned To MANNAE
MANNAE
08/04/2009 04:41:35 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made his vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to his vehicles repairs he can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 764 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090181778 Recovery
WVWBA71F68V
HAWLEYD
07/24/2009 08:33:08 AM E-Mail To John Lynch
408288
RCM sent e-mail to the service manager. RCM waiting for service manager e-mail.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408288
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ABDULAM
07/29/2009 05:01:14 PM Assigned To HAWLEYD
Please follow up with dealer.
HAWLEYD
07/30/2009 08:34:30 AM E-Mail From John Lynch
408288
Customer is not in a loaner; no goodwill offered and they are currently driving the vehicle.
HAWLEYD
07/30/2009 08:34:47 AM Assigned To MANNAE
ABDULAM
07/31/2009 11:16:28 AM Call To
CO apologized to Customer in regards to vehicle concerns. CO advised that CO is aware of the vehicle concerns. CO advised that Dealer is making her vehicle repairs a high priority and has taken all the right steps in getting the vehicle repaired. CO advised that ETA is first part of August. CO seeking to know if Customer is okay driving their vehicle. Customer states the vehicle is getting worse and she would like a loaner. CO advised VW will get her a loaner. Customer seeking to know if threes a charge. CO advised there is no charge and we will have Dealer contact Customer to get her into a loaner. RCM to contact Dealer.
HAWLEYD
07/31/2009 12:32:05 PM Voice Mail To John Lynch
408288
RCM LMTRMC. RCM provided direct line. RCM waiting for service manager call back.
HAWLEYD
07/31/2009 02:02:47 PM E-Mail To John Lynch
408288
RCM sent e-mail to the service director advising that customer is seeking a rental vehicle due to her vehicle is becoming worse. RCM waiting for service director e-mail.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 765 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
HAWLEYD
07/31/2009 03:29:03 PM Call From John Lynch
408288
Service manager advised that the mechatronics unit arrived and it has been installed into the vehicle. Service manager advised that the customer will be coming in to pick up the vehicle. CO to contact customer.
MANNAE
08/03/2009 09:07:17 AM Note To CCC
PARTS/REASONS
090181782 Recovery
WVWBA71F78V
HAWLEYD
07/24/2009 08:35:03 AM E-Mail To John Lynch
408288
RCM sent e-mail to the service manager. RCM waiting for service manager e-mail.
ABDULAM
07/29/2009 05:00:39 PM Assigned To HAWLEYD
Please follow up with dealer.
HAWLEYD
07/30/2009 08:35:11 AM E-Mail From John Lynch
408288
Customer is not in a loaner; no goodwill offered and they are currently driving the vehicle.
HAWLEYD
07/30/2009 08:35:28 AM Assigned To MANNAE
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408288
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ABDULAM
07/31/2009 11:22:25 AM Call To
CO apologized to Customer in regards to vehicle concerns. CO advised that CO is aware of the vehicle concerns. CO advised that Dealer is making her vehicle repairs a high priority and has taken all the right steps in getting the vehicle repaired. CO advised that ETA is first part of August. CO seeking to know if Customer is okay driving their vehicle. Customer states the vehicle is getting worse and she would like a loaner. CO advised VW will get her a loaner. Customer states she is going on vacation for a week and will call VW when she returns. CO advised when Customer contacts us we will contact the dealer for her and get her a loaner. No further action pending Customer call.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 766 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090181787 Recovery
WVWBA71F88V
HAWLEYD
07/24/2009 08:38:09 AM E-Mail To John Lynch
408288
RCM sent e-mail to service manager. RCM waiting for service manager e-mail.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408288
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ABDULAM
07/29/2009 05:00:06 PM Assigned To HAWLEYD
Please follow up with dealer.
HAWLEYD
07/30/2009 08:35:55 AM E-Mail From John Lynch
408288
Customer is not in a loaner; no goodwill offered and they are currently driving the vehicle, please note that this is a replacement vehicle also for this customer.
HAWLEYD
07/30/2009 08:36:33 AM Assigned To MANNAE
ABDULAM
07/31/2009 11:29:11 AM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 767 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090181796 Recovery
WVWFA71F88V
SMITHN
07/24/2009 08:43:52 AM Assigned To BALDWIA
RCM to send mechatronic email to Dealer 425129.
SMITHN
07/24/2009 10:44:01 AM E-Mail To Chris Wilson
RCM to send mechatronic email to dealer 425129.
425129
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
425129
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 768 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
07/28/2009 12:55:12 PM E-Mail To Larry
425129
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name: Model Year/Model: 2008 GTI VIN: WVWFV71K28W
Customer Name: Model Year/Model: 2008 Eos VIN: WVWFA71F88V
Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F68V
Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F68V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 769 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to
assign to CO.
ZIEHMEC
07/28/2009 12:57:23 PM Assigned To MANNAE
RCm assigned to CO.
ABDULAM
07/29/2009 05:04:35 PM Assigned To BALDWIA
Please follow up with dealer.
ZIEHMEC
08/03/2009 12:50:21 PM Call To Dwayne
425129
RCM advised Service Advisor of the customers concerns and the info RCM is seeking. Service Advisor states: part is in; in rental; no goodwill. No further action
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 770 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090181799 Recovery
WVWBA71F68V
SMITHN
07/24/2009 08:45:13 AM Assigned To BALDWIA
RCM to send mechatronic email to dealer 425129.
SMITHN
07/24/2009 10:44:44 AM E-Mail To Chis Wilson
RCM to send mechatronic email to dealer 425129.
425129
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
425129
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 771 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
07/28/2009 12:55:21 PM E-Mail To Larry
425129
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name: Model Year/Model: 2008 GTI VIN: WVWFV71K28W
Customer Name: Model Year/Model: 2008 Eos VIN: WVWFA71F88V
Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F68V
Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F68V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 772 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to
assign to CO.
ZIEHMEC
07/28/2009 12:57:36 PM Assigned To MANNAE
RCM assigned to CO.
ABDULAM
07/29/2009 05:04:56 PM Assigned To BALDWIA
Please follow up with dealer.
ZIEHMEC
08/03/2009 12:50:07 PM Call To Dwayne
425129
RCM advised Service Advisor of the customers concerns and the info RCM is seeking. Service Advisor states: vehicle already repaired; in rental; no goodwill. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 773 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090181800 Recovery
WVWBA71F68V
SMITHN
07/24/2009 08:47:43 AM Assigned To BALDWIA
RCM to send mechatronic email to dealer 425129.
SMITHN
07/24/2009 10:45:17 AM E-Mail To Chris Wilson
RCM to send mechatronic email to dealer 425129.
425129
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
425129
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 774 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
07/28/2009 12:55:32 PM E-Mail To Larry
425129
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F68V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to assign to CO.
ZIEHMEC
07/28/2009 12:56:05 PM Assigned To MANNAE
RCM assigned to CO.
ABDULAM
07/29/2009 05:03:54 PM Assigned To BALDWIA
Please follow up with dealer.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 775 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
08/03/2009 12:49:48 PM Call To Dwayne
425129
RCM advised Service Advisor of the customers concerns and the info RCM is seeking. Service Advisor states: part is in; not rental or loaner; no goodwill. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 776 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090181801 Recovery
WVWBA71F28V
SMITHN
07/24/2009 08:50:35 AM Assigned To BALDWIA
RCM to send mechatronic email to Dealer 425047.
SMITHN
07/24/2009 09:58:08 AM E-Mail To James Rushing
RCM sent email to Dealer 425047. RCM to wait on Dealer email.
425047
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
425047
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 777 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
07/28/2009 12:13:53 PM E-Mail To James
425047
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name: Model Year/Model: 2006 Eos VIN: WVWBA71F28V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to assign to CO
ZIEHMEC
07/28/2009 12:16:09 PM Assigned To MANNAE
RCM assigned to CO.
ABDULAM
07/29/2009 04:57:43 PM Assigned To BALDWIA
Please follow up with dealer.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 778 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
08/03/2009 01:01:06 PM Call To James
425047
RCM advised Service Manager of the customers concerns and the info RCM is seeking. Service Manager states: part is not in; in rental; no goodwill; no ETA given to customer; there is some rear damage to the vehicle they are looking into repairing. RCM to assign to CO.
ZIEHMEC
08/03/2009 01:03:27 PM Assigned To MANNAE
RCM assigned to CO. CO call customer.
MANNAE
08/04/2009 03:49:48 PM Call To Mr.
CO attempted to call customer number and not valid, business number is for school district. CO to call dealer.
MANNAE
08/04/2009 03:53:25 PM Call To Chris
425047
SA states vehicle was completed 7-30-09 and it's listed under Malcolm Smith. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 779 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090181907 Recovery
WVWBA71F28
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
405050
ZIEHMEC
07/24/2009 10:54:38 AM E-Mail To Richard
405050
Pr. Part: 3885-Mechatronics
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Pr. Rsn: 55J Outbound
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F28V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577 RCM backup
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait dealer 405050 e-mail.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 780 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
JANSSEL
07/31/2009 08:54:17 AM Call To Richard
405050
RCM seeking to know status of repair, if a loaner/rental was provided, and if goodwill has been provided to customer. Service Manager advised; part arrived on Wednesday 7/29/09, dealer 405050 installed part and has been test driving vehicle, final test drive is today, customer was initially in a rental and then was provided a loaner, 30 days down, Service Manager has not offered any goodwill yet but will call FOM and call RCM back. RCM to wait dealer call.
ZIEHMEC
08/03/2009 01:06:07 PM Call To Dave
405050
RCM advised Service Advisor of the customers concerns and the info RCM is seeking. Service Advisor states he will have the Service Manager call RCM back. RCM to wait dealer 405050 call.
JANSSEL
08/04/2009 08:58:15 AM Call To Richard
405050
Service Manager advised: dealer 405050 did not offer customer any goodwill, vehicle has been picked up. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 781 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090181911 Recovery
WVWBA71F18V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
405074
ZIEHMEC
07/24/2009 10:57:10 AM E-Mail To David
405074
Pr. Part: 3885-Mechatronics
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Pr. Rsn: 55J Outbound
Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F18V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577 RCM backup
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait dealer 405074 e-mail.
ZIEHMEC
07/27/2009 11:49:20 AM E-Mail From David
405074
Customer is driving the vehicle. Part was ordered 06/30/09. Was told it would be here the end of July????? No good will has been offered.13,730 Miles are on the vehicle. RCM to assign to CO.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 782 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ZIEHMEC
07/27/2009 11:58:55 AM Assigned To MANNAE
RCM assigned to CO.
MILES YEAR/SUBMODEL
ABDULAM
07/29/2009 02:50:29 PM Call To Kim-daufhter
CO advised CO was calling in regards to vehicle concern with part delay. Relative states she will have Customer call us. CO provided 800-444-8982 phone number if Customer would like to contact us. No further action pending Customer call.
WHEELEK
07/29/2009 02:57:13 PM Return Call From
Customer states: returning CCC's call. CA advised: CCC was seeking to advise that we apologize for the concern with your vehicle; was seeking to know if you needed alternate transportation until the part arrived. Customer states: she just got a call from the dealer; the part arrived and she has an appointment set up to complete the repair. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 783 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090181913 Recovery
WVWBA71F98V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
405029
ZIEHMEC
07/24/2009 11:00:44 AM E-Mail To Alberto
405029
Pr. Part: 3885-Mechatronics
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Pr. Rsn: 55J Outbound
Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F98V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577 RCM backup
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait dealer 405029 e-mail.
ZIEHMEC
07/27/2009 11:43:15 AM E-Mail From Albert
405029
SM states: BASILIO VOUTSELAKOS, he is also in a rental vehicle, we have not offered any Goodwill, the eta for the part is also 8-07-09. RCM to assign to CO.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 784 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ZIEHMEC
07/27/2009 11:45:27 AM Assigned To MANNAE
RCM assigned to CO.
MILES YEAR/SUBMODEL
ABDULAM
07/29/2009 02:22:00 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 785 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090181914 Recovery
WVWBA71F68V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
405029
ZIEHMEC
07/24/2009 11:01:15 AM E-Mail To Alberto
405029
Pr. Part: 3885-Mechatronics
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Pr. Rsn: 55J Outbound
Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F68V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577 RCM backup
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait dealer 405029 e-mail.
ZIEHMEC
07/27/2009 11:44:24 AM E-Mail From Alberto
405029
SM states: 052863, BEATRIZ MARIA RIERA, he is driving the vehicle currently, no goodwill assistance offered, 8-07-09 for eta as well. RCM to assign to CO.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 786 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ZIEHMEC
07/27/2009 11:46:08 AM Assigned To MANNAE
RCM assigned to CO.
MILES YEAR/SUBMODEL
ABDULAM
07/29/2009 02:26:08 PM Call To
Message states Customer has a voicemail box that has not been set up yet. CO to call Dealer.
ABDULAM
07/29/2009 02:30:30 PM Call To Joe
405029
Service Advisor part arrived at Dealer yesterday and Customer is bring vehicle in to Dealer tomorrow. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 787 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090181920 Recovery
WVWBA71F68V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
407235
ZIEHMEC
07/24/2009 11:40:23 AM E-Mail To Terry
407235
Pr. Part: 3885-Mechatronics
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Pr. Rsn: 55J Outbound
Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F68V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait dealer 407235 e-mail.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 788 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ZIEHMEC
07/27/2009 12:14:29 PM E-Mail From Terry
1) Is the customer in a rental or loaner?-NO 2) Have you offered any goodwill?-NO 3) What part arrival time has been communicated to the customer?-NO 4) Other pertinent information that you think we should be aware of?-NO RCM to assign to CO
ZIEHMEC
07/27/2009 12:40:17 PM Assigned To MANNAE
RCM assigned to CO
407235
MILES YEAR/SUBMODEL
ZIEHMEC
07/27/2009 02:52:36 PM Call To terry
407235
Please note that RCM was speaking to Part Manager about another customer and he brought this up. Part Manager states that the parts came in. RCM to call customer and offer 1 vehicle payment.
ABDULAM
07/29/2009 04:32:46 PM Note To ccc
Both unknown and home numbers are inoperable, and business number is the wrong number.
ABDULAM
07/29/2009 04:47:21 PM Call To Derrick
407235
Service Advisor states vehicle is at the Dealer and they are repairing the vehicle. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 789 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090182093 Customer Relations
WVWFA71F38V
15,000 ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 422516
MULLIGM
07/24/2009 02:08:19 PM Call From
Pr. Part: 3511-Mechatronic
Customer states original owner; 2nd VW; had Cabrio; had so many problems with it she was not going to return to VW but she thought Eos was so pretty and now she is dealing with this; vehicle has been at Dealer 422516 for 6 weeks; waiting for mechatronics; they keep telling her 2 weeks, then 2 more weeks, etc,; she is in rental but it has no power locks or windows; at first she did not care but she did not know this was going to go on so long; seeking possible ETA for part; seeking to know if she could possibly get a vehicle with power locks and windows; Dealer did advise her he submitted for vehicle payment and she thinks one was approved; he did advise he was submitting for a 2nd; seeking to confirm; CO advised part is made on demand only for Customer vehicle and needs to be programmed to Customer vehicle; can take 4-6 weeks; VW is aware of concern and doing all they can; currently most ordered are expected to be filled by tentatively by 8/7/09; Dealer is provided most up to date information; we can research additional concerns; RCM will contact Customer by COB 7/27/09; Customer states use cell; CO to assign to RCM.
Pr. Rsn: 97J Part Delays (No Error in Dealer Ordering)
Complaint 422516 Part: 3511-Mechatronic Rsn: 36A Rental/Loaner
MULLIGM
07/24/2009 02:22:13 PM Assigned To RCM
Customer states seeking possible ETA for part; to confirm if Dealer 422516 able to authorize 2nd vehicle payment for her; and to
possibly get upgraded rental with power locks and windows; use cell
anytime; RCM to research.
ZEHELD
07/24/2009 02:31:06 PM Assigned To SMITHN
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 790 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
SMITHN
07/24/2009 03:43:28 PM E-Mail To Mike Meltebeke
***** Email to mikem@timmonslongbeach.com; ***** ACTION REQUIRED: Back Ordered Part(s)
422516
MILES YEAR/SUBMODEL
Hello! The following customer has contacted Customer CARE seeking an update on their backordered part(s). Please review the details below:
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWFA71F38V
Customer's Description of Part: Mechatronic Unit
Requested Information
1) Part Number:
2) Sales Document Number:
3) Order Date:
If you could please respond within 4 business hours, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Nancy Smith (248) 754-3636
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait on Dealer 422516 email.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 791 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
SMITHN
07/24/2009 04:34:51 PM E-Mail From MikeMeltebeke
422516
I left voice mail for you but as an afterthought I should give you the information as outlined below.
This customer has been down almost 2 months. Our Repair Order# is 213033. The part number on order is 02E325025ADZCE and was ordered on sales doc# 1005748517. On Monday, Parts on Command reported August 7th as an ETA. As of today, it shows that it was shipped 7/23/09 with an ETA of the 29th. The part was ordered on June 11, 2009. We did follow all of the steps that we were supposed to but it has been and still remains a nightmare to get the Mechatronics from VW AG. Hope that helps with the information needed. RCM to call Dealer 422516.
SMITHN
07/24/2009 04:39:39 PM Call To Mike M.
422516
RCM LVMM for Part Manager asking if he knows if they reimbursed Customer for lease payment; if Part Manager doesn't know, RCM will be following up with Service Manager on Monday 7-27-09. RCM to wait on Dealer call.
GARDNEJ
07/27/2009 02:39:56 PM Call From
Customer seeking update. CA advised customer her case is being actively researched and RCM should contact customer by close of business Tuesday 7/28/09 with an update. RCM to follow up with dealer and customer.
SMITHN
07/27/2009 04:06:02 PM Call To Mike Alusick
422516
Service Manager advised that they have authorized one vehicle payment and he is sure that FOM will allow him to do a second one; he heard that Germany is shipping a bunch of these mechatronic units this week so hopefully customer's will come in soon. RCM to call Customer.
ISTIFOV
07/28/2009 06:13:01 PM Call From
(RCM taking calls) Customer states that she is seeking an update on her file. CO advised will transfer to RCM to assist customer. RCM transfered call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 792 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
SMITHN
07/28/2009 06:14:58 PM Call From
RCM advised Customer that the good news is a big shipment of mechatronic units just came in and Customer mechatronic should be in within the next couple of weeks; vehicle payments will be made by SM. Customer states she would like to know the exact date of part arrival. RCM asked if Customer can hold and RCM will call Dealer 422516. RCM to call Dealer.
SMITHN
07/28/2009 06:23:36 PM Call To Mike Meltebeke
422516
Part Manager advised that Customer part came in an hour ago; they should be able to work Customer vehicle in tomorrow. RCM to return to Customer.
SMITHN
07/28/2009 06:24:49 PM Return To
RCM advised Customer that her part came in today and according to Dealer they may have vehicle ready as soon as tomorrow evening. Customer states she is thrilled and is going to call Service Manager. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 793 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090182251 Recovery
VIN WVWBA71F08V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409446
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 794 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ISTIFOV
07/24/2009 04:42:56 PM E-Mail To Ronald Godoy
***** Email to rgodoy@fairfaxvw.com; ***** ACTION REQUIRED: Seeking Vehicle Repair Update
409446
MILES YEAR/SUBMODEL
Hello! The following customer has contacted Customer CARE seeking a vehicle repair update.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F08V
Reason for Inquiry: At your earliest convenience, please review and respond to the following questions: Is the customer in a rental or loaner? Have you offered any goodwill? What part arrival time has been communicated to the customer? Other pertinent information that you think we should be aware of?
Please review and advise me of the vehicle¿s status.
If you could please respond within 4 business hours, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Vance Istifo (248) 754-3310
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 795 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ISTIFOV
07/27/2009 08:15:40 AM E-Mail From Ron Godoy
409446
Vance- we are waiting for a Mechatron unit for transmission. We installed a mechatron in this vehicle and it was defective causing the vehicle to No longer start. We opened VTA # 473243. We have been told we will receive part on Aug 8th.
Maybe you can help expedite this part. No goodwill has been offered yet - but they deserve it.
Ron Godoy Fairfax VW Service Manager RCM to assign to CO to call customer.
ISTIFOV
07/27/2009 08:17:01 AM Assigned To MANNAE
CO to call customer.
ABDULAM
07/29/2009 01:28:46 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 796 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090182254 Recovery
VIN WVWBA71F68V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409446
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 797 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ISTIFOV
07/24/2009 04:45:45 PM E-Mail To Ronald Godoy
***** Email to rgodoy@fairfaxvw.com; ***** ACTION REQUIRED: Seeking Vehicle Repair Update
409446
MILES YEAR/SUBMODEL
Hello! The following customer has contacted Customer CARE seeking a vehicle repair update.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F68V
Reason for Inquiry: At your earliest convenience, please review and respond to the following questions: Is the customer in a rental or loaner? Have you offered any goodwill? What part arrival time has been communicated to the customer? Other pertinent information that you think we should be aware of?
Please review and advise me of the vehicle¿s status.
If you could please respond within 4 business hours, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Vance Istifo (248) 754-3310
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 798 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ISTIFOV
07/27/2009 08:20:56 AM E-Mail From Ron Godoy
409446
Vance- another mechatron unit on back order. Customer is NOT in loaner. Part was ordered 7/1/2009. RCM to assign to CO to call customer.
Ron Godoy Fairfax VW Service Manager
ISTIFOV
07/27/2009 08:21:26 AM Assigned To MANNAE
CO to call customer.
ABDULAM
07/29/2009 01:32:05 PM Call To
CO apologized to Customer in regards to vehicle concerns. CO advised that CO is aware of the vehicle concerns. CO advised that Dealer is making her vehicle repairs a high priority and has taken all the right steps in getting the vehicle repaired. Customer states he dropped his vehicle at the Dealer today and vehicle should be repaired by 7:00. CO thanked Customer. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 799 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090182257 Recovery
VIN WVWBA71F68V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409446
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 800 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ISTIFOV
07/24/2009 04:49:18 PM E-Mail To Ronald Godoy
***** Email to rgodoy@fairfaxvw.com; ***** ACTION REQUIRED: Seeking Vehicle Repair Update
409446
MILES YEAR/SUBMODEL
Hello! The following customer has contacted Customer CARE seeking a vehicle repair update.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F68V
Reason for Inquiry: At your earliest convenience, please review and respond to the following questions: Is the customer in a rental or loaner? Have you offered any goodwill? What part arrival time has been communicated to the customer? Other pertinent information that you think we should be aware of?
Please review and advise me of the vehicle¿s status.
If you could please respond within 4 business hours, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Vance Istifo (248) 754-3310
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 801 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ISTIFOV
07/27/2009 08:28:15 AM E-Mail From Ron Godoy
409446
Vance - another mechatron (valve body) on back order. Customer is NOT in loaner and driving car. No date provided for part delivery.
Ron Godoy Fairfax VW Service Manager RCM to assign to CO to call customer.
ISTIFOV
07/27/2009 08:30:07 AM Assigned To MANNAE
CO to call customer.
ABDULAM
07/29/2009 01:41:42 PM Call To Carol
409446
Service Advisor provided CO with valid contact number for Customer. CO to call Customer.
ABDULAM
07/29/2009 01:42:42 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 802 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090183247 Recovery
VIN WVWFA71F58V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409460
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 803 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ISTIFOV
07/27/2009 08:52:51 AM E-Mail To Paul Boots
***** Email to pboots232@aol.com; ***** ACTION REQUIRED: Seeking Vehicle Repair Update
409460
MILES YEAR/SUBMODEL
Hello! The following customer has contacted Customer CARE seeking a vehicle repair update.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWFA71F58V
Reason for Inquiry: At your earliest convenience, please review and respond to the following questions: Is the customer in a rental or loaner? Have you offered any goodwill? What part arrival time has been communicated to the customer? Other pertinent information that you think we should be aware of?
Please review and advise me of the vehicle¿s status.
If you could please respond within 4 business hours, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Vance Istifo (248) 754-3310
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 804 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ISTIFOV
07/29/2009 03:39:05 PM Return Call From Paul Boots
409460
Service Manager advised the part is scheduled to ship out tomorrow and should arrive at dealer 409460 sometime next week, customer is driving the vehicle and has not asked for compensation. RCM to assign to CO to call customer.
ISTIFOV
07/29/2009 03:40:34 PM Assigned To MANNAE
CO to call customer.
ABDULAM
07/31/2009 11:57:22 AM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 805 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090183254 Recovery
VIN WVWBA71F78V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409460
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 806 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ISTIFOV
07/27/2009 08:54:46 AM E-Mail To Paul Boots
***** Email to pboots232@aol.com; ***** ACTION REQUIRED: Seeking Vehicle Repair Update
409460
MILES YEAR/SUBMODEL
Hello! The following customer has contacted Customer CARE seeking a vehicle repair update.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F78V
Reason for Inquiry: At your earliest convenience, please review and respond to the following questions: Is the customer in a rental or loaner? Have you offered any goodwill? What part arrival time has been communicated to the customer? Other pertinent information that you think we should be aware of?
Please review and advise me of the vehicle¿s status.
If you could please respond within 4 business hours, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Vance Istifo (248) 754-3310
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 807 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ISTIFOV
07/29/2009 03:34:58 PM Return Call From Paul Boots
409460
Service Manager advised the part has arrived as of today and dealer 409460 will soon begin to install it. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 808 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090183344 Mediation/Arbitration WVWBA71FX8V
11,000
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicUealelntCekMnoooddweenl
409115
CRUSEJ
07/27/2009 10:22:52 AM Attached Mail From Matthew P Woods
Pr. Part: 3435-Transmission
Rec'd initial demand letter from ATTY. ATTY seeks repurchase. Atty cites Annotated Code of MD Commercial Law. Atty alleges 30+ days down for repair.
Pr. Rsn: T01 Auto/Hybrid Shifts roughly
CRUSEJ
07/27/2009 10:29:39 AM E-Mail To Len Pilius
Copy of ATTY letter.
CRUSEJ
07/27/2009 10:30:59 AM Mail To Matthew P Woods, Esq.
EON pre-investigation info request.
CRUSEJ
08/04/2009 02:23:01 PM Attached Mail From Matthew wOODS
rec'd supporting documents.
CRUSEJ
08/04/2009 02:41:46 PM Call To Joe Stacharowski
409115
Rev'd ROs sent in by atty. Called Service Manager to confirm down time. Most recent Repair Order# 315822 open 6/12/2009 closed 8/4/2009 @ 10,815-miles: mechatronics replaced. vehicle down due to parts availability issue (53 days down).
CRUSEJ
08/04/2009 03:33:42 PM Mail To Matthew Woods
EON cash settlement offer.
Unknown 409115 Part: 3435-Transmission Rsn: H22 Technical
Issue (Med/Arb only)
Unknown 409115 Part: 3511-Mechatronic Rsn: 82E Parts Delay
Unknown 409115 Part: SCV1-SPECIAL
CODE -CORPORATE USE ONLY
Rsn: 43Q Repurchase/Replacement(Me Only)
CRUSEJ
08/05/2009 02:22:43 PM Voice Mail From Matt Woods
ATTY LVMM for me to return his call.
CRUSEJ
08/05/2009 02:24:23 PM Voice Mail To Matt Woods
LVMM to RMC.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 809 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CRUSEJ
James-
08/05/2009 04:58:22 PM E-Mail From Matt Woods
MILES YEAR/SUBMODEL
I was hoping to get in touch with you today before the H
had to decide whether to pick up their vehicle from the dealer.
You had mentioned you had an offer to make to resolve this situation, but I am going into a deposition at 5:00 EST and will not
have phone access (although I will have my Blackberry). Please let me know what the terms and amount of the offer is so I can
get it to the Harrington's as soon as possible. Thanks for your attention to this matter
Matt Woods
CRUSEJ
Matt,
08/05/2009 05:01:15 PM E-Mail To Matt Woods
Under MD lemon law we are allowed a final repair attempt and have 30 days to complete the repair upon written notice. We did complete the repairs on the vehicle within 30 days of your July 22, 2009 letter. Taking into account the accumulated down time, our offer is $3,000.00 inclusive of fees.
CRUSEJ
08/06/2009 10:09:25 AM E-Mail From Matt Woods
First notice of the defect was June 12, 2009 by
directly to ¿Vance¿ from VW with a case number of 90155778.
At that time
declined a monetary settlement and made her intentions clear she did not want the vehicle back. The
car was not repaired within 30 days of that notice, my letters were simply follow up on her behalf. The demand is that VW
repurchase the vehicle. Please feel free to contact me with a total repurchase package.
Matt Woods
CRUSEJ
Matt,
08/06/2009 10:09:47 AM E-Mail To Matt Woods
do you have a copy of that June 12, 2009 written notice? If so would you mind providing a copy to me.
PARTS/REASONS
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CRUSEJ
James-
08/06/2009 03:25:10 PM E-Mail From Matt Woods
MILES YEAR/SUBMODEL
VW was given actual notice of the
claim in the conversation to Vance. It was not written, but Maryland Law provides
actual notice is sufficient in most situations. However, that does not make a difference since the requirements of section
14-1502(d)(2) provides that a cumulative 30 days out of service meets the definition of ¿reasonable number of attempts to
conform a vehicle to the applicable warranties¿, and since the
vehicle has been out of service for nearly 2 months
now, there is no ¿additional¿ 30 days to repair the vehicle. This vehicle was brought in May to be repaired, and although VW
knew (and eventually admitted to
) that the 2008 transmissions in the eos and passat had major problems, they
allowed
to take the vehicle after about a week and a stop-gap repair. The transmission subsequently ¿fell out¿ of
the vehicle less than a month later.
have no intention of risking their lives or the lives of their children in this
vehicle, and are simply looking for a fair offer to repurchase their vehicle. I am confident that VW's reliance on a technical notice
requirement as their only defense in this matter will ultimately be unsuccessful. I look forward to hearing from you soon.
Matt Woods
CRUSEJ
08/06/2009 03:26:02 PM E-Mail To Len Pilius
sent FOM FYI.
CRUSEJ
08/07/2009 09:33:51 AM Call From Len Pilius
rev'd with FOM.
CRUSEJ
08/07/2009 09:40:16 AM E-Mail To Matt Woods
Advised attorney that our offer will remain the same.
CRUSEJ
08/13/2009 04:37:58 PM E-Mail From Matt Woods
I received the Fed Ex with VW's offer. The
are out of town currently, could you please keep the offer open until the
end of August (I am in trial next week). I will be discussing the situation with them as soon as I can. Thanks
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CRUSEJ
08/13/2009 04:38:20 PM E-Mail To Matt Woods
Advised attoreney that offer will remain vaild until 8/31/2009.
CRUSEJ
James-
08/31/2009 03:44:33 PM E-Mail From Matt Woods
I faxed over a letter from an independent repair facility confirming the problem with the me a call to discuss at your earliest convenience.
MILES YEAR/SUBMODEL
is ongoing. Please give
CRUSEJ
08/31/2009 03:50:53 PM Note To Independent repair shop
RO states the mechanic "expereinced several improper shift sequences and slipping during initial acceleration from stop position"
CRUSEJ
Matt,
08/31/2009 03:57:47 PM E-Mail To Matt Woods
We want the car looked at by one of our VW dealerships to verify that there is still an existing problem.
CRUSEJ
08/31/2009 04:48:00 PM E-Mail From Matt Woods
Ok. When and where? Please let me know.
CRUSEJ
08/31/2009 04:48:20 PM E-Mail To Matt Woods
Have your customer schedule an appointment at their convenience and let me know the dealer and date.
CRUSEJ
08/31/2009 05:20:30 PM Attached Mail From Matthew Woods, E
Atty letter and Repair Order from independent. Waiting for ATTY to follow up with appointment date and dealer location for vehicle inspection.
PARTS/REASONS
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James-
09/08/2009 02:27:01 PM E-Mail From matt woods
MILES YEAR/SUBMODEL
The
are scheduled to bring the car to Valley Motors (the dealer they have used all along) on Tuesday September 8.
CRUSEJ
09/08/2009 02:34:06 PM Call To Joe Stacharowski
SM states they have no record of this car cmonig in today.
409115
CRUSEJ
Matt,
09/08/2009 02:34:44 PM E-Mail To Matt Woods
I just called Hunt Valley. The dealer had no record of the car being there today. Did the
CRUSEJ
09/08/2009 05:03:42 PM E-Mail To Len Pilius
Informed FOM of appointment and this being a final repair attempt.
keep the appointment?
CRUSEJ
09/09/2009 04:06:22 PM Call To Joe Stacharowski
409115
Service Manager states Customer vehicle arrived 30 minutes ago. Service Manager states Customer complains that when driving on a hill, the vehicle tends to roll back. Service Manager states Customer also states vehicle will jerk when pressing the accelerator before the transmission catches. Service Manager states the FOM is involved. Service Manager states the will test drive the car today and tomorrow and check for faults.
CRUSEJ
09/10/2009 09:39:07 AM Call From Len Pilius
FOM states TAC is recommending a new transmission for the car. Advised FOM we should offer to replace the car. Advised FOM that I will check with the attorney and let him know if the customer is willing to accept a replacement. Otherwise we will have to offer to repurchase the car.
PARTS/REASONS
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CRUSEJ
Matt,
09/10/2009 09:47:08 AM E-Mail To Matt Woods
MILES YEAR/SUBMODEL
We appreciate your client being cooperative and bringing the car into Hunt Valley VW. The latest information from the dealer is that the vehicle needs a new transmission. That being said, we would like to offer to replace the vehicle at this point with a new 2009 Volkswagen Eos. Please let me know if your client is interested in that possibility and if so I will get out an offer letter in writing with the specific details.
CRUSEJ
James-
09/10/2009 02:03:40 PM E-Mail From Matt Woods
The
are more interested in having VW buy their vehicle back from them pursuant to Maryland's ¿Lemon Law¿,
which now most definitely applies. However, they did ask me to inquire how much of a settlement offer would be made if they
allowed VW to replace the transmission, and they then kept the car.
Please let me know what offer would be made if the vehicle is repaired, and also what amount VW if offering to re-purchase the vehicle pursuant to Md Code Ann., Com. Law II, sec 14-502.
Thanks for your assistance
CRUSEJ
09/10/2009 02:10:45 PM E-Mail To VCI
Please send a copy of the customer's retail contract and payment history.
CRUSEJ
09/10/2009 02:11:41 PM E-Mail To Len Pilius
forwarded FOM attorney's latest e-mail.
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CRUSEJ
Matt,
09/10/2009 02:12:09 PM E-Mail To Matt Woods
MILES YEAR/SUBMODEL
I will try to get back to you by tomorrow with those figures. I need to obtain a copy of the your client's payment history from Volkswagen Credit. That can take anywhere from 24-48 hours to get.
CRUSEJ
09/10/2009 02:20:03 PM Voice Mail From Len Pilius
FOM states he did get my e-mail regarding the attorney's feedback. FOM states it does not matter to him what we end up doing as far as a repurchase or cash settlement.
CRUSEJ
09/14/2009 08:48:15 AM Attached Mail From vci
rec'd supporting docs.
CRUSEJ
09/14/2009 09:44:25 AM E-Mail To Matthew Woods
We can settle for $4,000.00 inclusive of attorney fees and your client keeps the car.
or
We can offer to repurchase the car and your client gets $7,038.867 reimbursed, plus we pay $1,500 in attorney fees.
The reimbursement to your client is calculated from the $5,145.47 in payments your client made to VCI plus their down payment of $5,000 less $3,106.60 in usage. Usage is calculate by the below formula:
(purchase price of the car x miles at first repair first repair) / 100,000
$31,066 x 10,000 / 100,000 = $3,106.60
Let me know what they decide.
PARTS/REASONS
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CRUSEJ
James
09/16/2009 04:01:03 PM E-Mail From Matt Woods
MILES YEAR/SUBMODEL
For the repurchase option, I understand the necessity of some type of formula to determine usage. However, I disagree with using 100,000 as the denominator in the formula. Since the Lemon Law applies during the warranty period, and since the maximum allowed to be claimed for usage pursuant to the statute is 15%, the applicable formula should be ;
10,000/36,000 (warranty period) = .27 x .15 (maximum usage deduction allowed) =.04 x $31,066 = $1,258.17 (usage).
Therefore, $5,145.47 in payments plus $5,000 down payment minus $1,258.17 (usage) equals $8,887.30 reimbursed to the Harrington's. Additionally, the Harrington's paid the following fees that are to be reimbursed pursuant to the Maryland statute:
$172 Tag registration $50 Title fee $20 Lien filing fee $99 Dealer processing fee $20 Electronic reg fee $4 Md. Tire recycling fee
Total of $365 added to the $8,887.30 for a total reimbursement of $9,252.30
I have also kept track of my time handling this matter, and currently I have 15.2 hours invested. I bill at $300 an hour, so attorney fees would be $4,560. For settlement purposes, Baltimore County Circuit Court awards $200 an hour for lawyers appointed by
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the court. While in a trial I would fully expect to get $300 an hour (plus trial time), I would be willing to settle that portion of the
claim for the lower figure, which amounts to a total attorney fee claim of $3,040.
I will give you a call to follow up on this email
CRUSEJ
09/16/2009 04:15:55 PM Call From Matt Woods
ATTY and I discussed his usage formula. ATTY states he came up with this formula based on the amount of time his client had the vehicle, which was 1/3 of the total warranty period. Asked ATTY if he could produce an invoice showing proof of his hours. ATTY states yes. Advised ATTY, I will follow up tomorrow after further reviewing his counter offer.
CRUSEJ
Matt,
09/17/2009 11:25:30 AM E-Mail To Matt Woods
After further review, our offer remains the same. I have attached it in writing. I will send the original via FedEx.
The usage fee is fair considering the statute allows us to charge up to 15% of the purchase price of the car.
The $365 in fees you outlined below was rolled into the financing. We are reimbursing a portion of those fees by reimbursing the payments made as well as the down payment. We are also paying off the remaining balance of the loan.
Also, we will only pay $1,500 in attorney fees.
CRUSEJ
09/17/2009 03:49:14 PM Mail To Matt Woods
EON repurchase offer w/ cc to FOM, Len Pilius.
PARTS/REASONS
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CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090183553 Mediation/Arbitration WVWBA71F08V
GELFUSB
07/27/2009 12:52:34 PM Attached Mail From Greg Pascoe
Rec'd req for TA of $3200 due to mechatronic on b/o. Cust purchased 09 EOS in place.
GELFUSB
07/27/2009 12:57:08 PM Attached Mail From Greg Pascoe
Rec'd contract.
GELFUSB
07/27/2009 12:57:26 PM Approved By BG
Req'd ck.
ARMITAR
07/31/2009 04:41:24 PM Note To CCC
Scanned file to doc center.
CR_BATCH
08/07/2009 04:00:23 AM Note To GELFUSB
EFT for amount $ 3200.00 processed on 08/06/2009. AP reference number: 00027666
MILES YEAR/SUBMODEL
PARTS/REASONS
5,872
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicUealelntCekMnoooddweenl
405073
Pr. Part: 3885-Mechatronics
Pr. Rsn: T05 Auto/Hybrid Shifts up/down too often
Unknown Rsn: 82E Parts Delay
Unknown 405073
Part: SCV2-SPECIAL CODE -CORPORATE USE ONLY
Rsn: 43Q Repurchase/Replacement(Me Only)
GELFUSB
Greg,
08/07/2009 07:35:01 AM E-Mail To Greg Pascoe
405073 rec'd EFT for amount $ 3200.00 processed on 08/06/2009. AP reference number: 00027666
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CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090183616 Customer Relations
WVWFA71F48V
20,000 ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 409130
CALDWEM
07/27/2009 01:37:26 PM Call From
Pr. Part: 3885-Mechatronics
Customer states seeking to have her vehicle repaired and returned back to her, has been at Dealer 409130 for several weeks, were
advised by Dealer 409130 Service Advisor (unknown name) to return the rental vehicle today more than likely VW will not
continue to pay for the rental. Customer states she is not sure if the part were ordered 7-6-09. Customer states she does not feel
comfortable driving the vehicle because of the hesitation in low gears. CO advised Customer the part is on back order, and we are
proactively working to obtain the part for the Customer, CO advised the parts are made by the VIN. CO advised Customer we will
escalate to a RCM to follow up with Customer on the cell phone
TUES 7/28/09 by COB. CO advised at this time
do not return the rental vehicle until she speak with the RCM tomorrow. Customer acknowledged. CO assigns to the RCM.
Pr. Rsn: 56E Hesitation
CALDWEM
07/27/2009 01:47:32 PM Assigned To SOR
Customer states has been advised this FRI by a Service Advisor at Dealer 409130, (name unknown) Customer would need to
return the rental vehicle, Customer has a PID-3885 issue, very loyal Customer, states does not feel comfortable to continue driving
her vehicle due to the hesitation issues. CO advised Customer to continue driving the rental until she speak with the RCM TUES
7-28-09 on the cell
. RCM contacts Dealer 409130.
ISTIFOV
07/27/2009 02:04:53 PM Assigned To ISTIFOV
Assigned.
CAMILOM
07/27/2009 03:16:54 PM E-Mail From
I am extremely dissatisfied with the operation of my 2008 EOS and the ability of VW service personnel to correct the problem. I
have a letter that provides more detail and I would like to send that to you however space constraints wont allow me to send it via
this website. i am currently investigating Virginia Lemon Laws to see if they apply. I would appreciate a response from you
soonest. you may call
any time. regards
ISTIFOV
07/28/2009 09:41:24 AM Call To Kevin Fluke
409130
Service Manager advised that the vehicle will need a new mechatronic unit which has been on order since May 2009. Service Manager advised that the customer has been in a rental vehicle that dealer 409130 placed customer in as of 7/16/09. Service Manager advised he does not have the ETA for the mechatronics unit at this time. RCM to call customer and advise that RCM will follow up with dealer 409130 and customer again on Monday 8/10/09.
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MILES YEAR/SUBMODEL
ISTIFOV
07/28/2009 02:24:07 PM Voice Mail For
RCM left message advising that RCM will follow up with dealer 409130 on Monday 8/10/09 as RCM will contact dealer 409130 on 8/10/09 to follow up on part status then will notify customer of status. RCM to call dealer 409130 on 8/10/09.
ISTIFOV
08/10/2009 09:45:09 AM Voice Mail For Kevin Fluke
409130
RCM left message advising to please contact RCM back regarding customer's vehicle concerns. Wait dealer call.
ISTIFOV
08/10/2009 10:18:26 AM Return Call From Kevin Fluke
409130
Service Manager advised that the part arrived and has been installed and the Service Manager is currently road testing the vehicle. Service Manager advised that dealer 409130 will release the vehicle back to the customer today. Service Manager advised the customer has been without her vehicle for 30 days. RCM to call customer and advise of update.
ISTIFOV
08/10/2009 03:01:44 PM Call To
RCM advised was calling in regards to her file. RCM advised spoke with the Service Manager earlier today and the part arrived and the Service Manager was road testing her vehicle to ensure repairs are complete and dealer 409130 is to contact her back today to pick up her vehicle. Customer states that she spoke with dealer 409130 earlier this morning but the Service Manager had not road tested the vehicle at that time and is currently waiting for an update from dealer 409130. RCM advised will contact the Service Manager for customer and advise to have him contact the customer with an update. RCM to call dealer 409130.
ISTIFOV
08/10/2009 03:06:33 PM Call To Kevin Fluke
409130
RCM advised was calling to ensure customer's vehicle is repaired. Service Manager advised the repairs are complete and dealer 409130 is washing the vehicle to be ready for pick up. Service Manager advised he will contact the customer shortly to advise. No
PARTS/REASONS
090183722 Customer Relations
WVWBA71F08V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408261
HAWLEYD
07/27/2009 02:47:27 PM Call From Tom Carino
408261
Pr. Part: 3885-Mechatronics
Service manager advised that he would like to make RCM aware that he is providing a lease payment to the customer due to the length of wait time for the mechatronics unit. No further action.
Pr. Rsn: 33R Dealer Calling In
HAWLEYD
08/10/2009 01:08:56 PM Return Call From Tom Carino
408261
Service director adivsed that the vehicle is repaired and will process 1 month vehicle payment. No further action.
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CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090183832 Customer Relations
WVWFA71F08V
13,000
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408092
MULLINT
07/27/2009 04:30:56 PM Call From Rob
408092
Pr. Part: 3885-Mechatronics
SM advised calling with information regarding the vehicle; advised the mechatronics was ordered on 7-2-09; the CUST was advised that the part would be in 3-5 weeks as thats is what they were advised; they are now being told that the part will be in mid to end of August; the CUST is in the vehicle and they are happy with what is going on; calling to provide update. No further action.
Pr. Rsn: T01 Auto/Hybrid Shifts roughly
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CASE NUM PROGRAM
VIN
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PARTS/REASONS
2008 Eos 2.0L
090184853 Customer Relations
WVWFA71F78V
11,000 ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 422144
CLAYTOY
07/28/2009 03:13:43 PM Call From
Customer states: Original owner; Customer did not advise if it is a lease or a purchased vehicle; This customer/family has owned 3 vehicle(s) 2001 Jetta and 2005 Touareg and the current vehicle all the vehicle were purchased new; maintains the vehicles at our dealers; services the vehicle as recommended; has experienced multiple vehicle issues with the transmission on 7-13-29 the dealer 422144 requested the customer to bring the vehicle back for further diagnosis and the vehicle was brought back on 7-24-09 and the dealer is currently waiting for information from VW. Customer states on 6-25-09 the mechatronic was replaced. Customer states the vehicle has been brought into service three to four times regarding the transmission. ; No additional warranty/Service contract; current symptoms are the transmission hesitates when shifting and the vehicle does not shift properly; Customer is seeking/expecting VW to follow up on with dealer 422144 to obtain answers regarding what repair is needed. Customer states the dealer 422144 is waiting for an answer from VW on what repair needs to be performed. Customer states the vehicle was at his residence; working with Dennis who advised the customer of several dates when update was suppose to have been available but there were no updates. Customer is suppose to call the dealer 422144 back in thirty minutes today 7-28-09 for an update; this customer perceives this to be a premature failure. CO advised the customer a RCM would call the customer by the COB on 7-29-09. Customer states if he does not get an update by the COB today 7-28-09 he would be calling an lemon law attorney. CO advised VW would try to meet the customer's request for a call back today however VW might not be able to meet the customer's request. CO to assign to RCM.
Pr. Part: 3735-Automatic transmission Pr. Rsn: 56E Hesitation
Complaint 422144 Rsn: 54Q Extensive
Repair History
Complaint 422144 Rsn: 96J Dealer did not
follow-up
Complaint 422144 Rsn: 95J Length of time
for repairs
CLAYTOY
07/28/2009 03:29:29 PM Assigned To CCC
Please call the customer by the COB today 7-28-09 on cell phone number or the customer is calling a lemon law attorney. Customer is dissatisfied with the lack of follow up from dealer 422144 and the length of time is taking to find out what parts needs to be replace. Customer has his vehicle dealer 422144 is contacting VW to determine what part or parts needs to be replaced due to transmission not shifting properly and the hesitation in the transmission. Customer states this the third or fifth time he had to bring the vehicle in for transmission concern. Customer is seeking VW to find an update for the customer regarding the vehicle repair. RCM to follow up.
CONLINR
07/28/2009 03:55:42 PM Assigned To SMITHN
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SMITHN
07/28/2009 04:20:42 PM Call To Jaime Trujillo
422144
Service Manager advised that he just got off of the phone with the customer and customer was screaming lemon law at him too; he is waiting for his tech to get back so he can get filled in on this. RCM advised Service Manager that RCM is going to contact FOM about it just to give him heads up. RCM to email FOM.
SMITHN
07/28/2009 05:20:47 PM E-Mail To Bob Martin
RCM sent urgent action email to FOM. RCM to wait on FOM call.
SMITHN
07/28/2009 05:21:33 PM Call From Bob Martin
FOM advised he is going to call Service Manager at Dealer 422144 and discuss situation with him; will call RCM back as soon as he has an update. RCM to wait on FOM update.
SMITHN
07/28/2009 05:58:35 PM Call From Jaime Trujillo
422144
(Service Manager called about another case) Service Manager advised that Customer vehicle is not at their dealership; the Customer came in and went for a test drive with the shop foreman unbeknownst to Service Manager; the shop foreman advised Customer that there was still a concern and Customer may want to bring the vehicle back in. RCM to call Customer.
SMITHN
07/28/2009 08:03:14 PM Call To
RCM advised Customer that RCM can't do anything without the vehicle being at the dealership; would like to talk to my field to find out when they will be able to see vehicle. RCM will call Customer tomorrow. RCM to call FOM.
SMITHN
07/29/2009 02:40:22 PM Call To Bob Martin
FOM advised that he is going to get the QTM to come in and look at vehicle when he is going to be at the dealership next; Customer spoke with Service Manager last night and seemed to be fine with it. RCM to call Customer and make sure he is ok with waiting a couple of weeks for QTM to see vehicle.
SMITHN
07/29/2009 03:47:25 PM Call To
RCM advised Customer that Dealer 422144 is going to be arranging a QTM to inspect the vehicle; Service Manager will be contacting Customer to arrange that meeting; RCM is going to back out of this and if Customer needs RCM back in then he can call me. Customer states he is ok with this; he has already spoken with Service Manager. No further action.
PARTS/REASONS
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SMITHN
07/30/2009 04:01:16 PM Call From Jaime Trujillo
422144
Service Manager advised that they have compared the vehicle with another vehicle on their lot and this vehicle is operating as designed; he has let Customer know and the customer was accepting but maybe not happy. No further action.
CASABD
08/06/2009 10:56:52 AM Return Call From
Customer states/seeks: Had a conversation some time ago with RCM; would like to speak with her again regarding same issue. CA advised: Per case notes, CA can see that the RCM offered to jump back in case if necessary; CA will attempt to locate the RCM, if she is assisting other customers then CA will transfer Customer to her voice mail. CA to locate RCM.
CASABD
08/06/2009 11:00:24 AM Call To Nancy Smith
RCM advised: At this time, she is taking L1 calls; CA can transfer to voice mail. CA to transfer CUST to voice mail.
CASABD
08/06/2009 11:01:19 AM Transfer To Nancy Smith-RCM Wester
CA transferred CUST to RCM's voice mail. RCM to review.
SMITHN
08/06/2009 01:03:46 PM Voice Mail From
Customer states seeking to speak with RCM; he is not happy with Dealer 422144. RCM to call Customer.
SMITHN
08/06/2009 01:07:24 PM Voice Mail To
RCM LMTRMC. RCM to wait on Customer call.
CLAYTOY
08/06/2009 01:23:05 PM Return Call From
Customer states he is returning the RCM phone call. CA advised the customer if the RCM is not available the customer could leave a voicemail message. CA to transfer to RCM.
CLAYTOY
08/06/2009 01:27:28 PM Transfer To Ms Smith
Transfer to RCM.
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
SMITHN
08/06/2009 01:29:43 PM Call From
Customer states that he feels there is still something wrong with the vehicle and there is still a hesitation in the vehicle; Dealer 422144 is telling him that this is the way the vehicle is but he just doesn't buy it; would like to have vehicle looked at by QTM from VWoA. RCM advised Customer that RCM is unable to arrange a meeting with QTM as QTM is a dealer resource, I will talk to Service Manager at Dealer 422144 and see if they can arrange something. RCM will call Customer back by COB today. RCM to call Dealer 422144.
SMITHN
08/06/2009 01:35:11 PM Voice Mail To Jaime Trujillo
RCM LVMM for Service Manager advising what Customer is seeking. RCM to wait on Dealer 422144 call.
SMITHN
08/06/2009 05:14:56 PM Call From Jaime Trujillo
422144
Service Manager advised he will contact FOM and see if he wants to meet with the customer; he usually says no but he might be up for it. RCM to call Customer and move call back date to tomorrow.
SMITHN
08/06/2009 07:33:13 PM Call To
RCM advised Customer that RCM spoke with Dealer 422144 and he advised he is going to contact field and see if he will meet with Customer; Dealer also suggested that Customer come in and drive another EOS and see that they all have the characteristics that Customer vehicle is exhibiting. Customer states he suggested that before and they were not willing to do that; he will call Service Manager and set that up. RCM advised Customer that RCM will call him before COB tomorrow. RCM to wait on Dealer 422144 call.
SMITHN
08/07/2009 01:40:56 PM Voice Mail To Jaime Trujillo
RCM LMTRMC. RCM to wait on Dealer 422144 call.
422144
SMITHN
08/07/2009 05:27:30 PM Voice Mail To
RCM LMTRMC. RCM to wait on DLR 422144 call.
SMITHN
08/07/2009 05:29:27 PM Call To
RCM advised Customer that RCM hasn't heard from Dealer about field request; will follow up with Customer before COB on Monday 8-10-09. Customer states he will call dealer next week to schedule drive with Service Manager. RCM to wait on Dealer 422144 call.
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
SMITHN
08/07/2009 05:36:06 PM Call From Jaime Trujillo
422144
Service Manager advised he emailed FOM but hasn't heard back from him; Service Manager will call RCM when FOM calls him. RCM to wait on Dealer 422144 call.
CONLINR
08/10/2009 07:50:11 PM Call To
RCM advised still researching concerns; will follow up with Customer by COB tomorrow. RCM to wait Dealer call
SMITHN
08/11/2009 12:22:42 PM E-Mail To Jaime Trujillo
422144
RCM sent email to Dealer 422144 to get update if any. RCM to wait for Dealer email.
SMITHN
08/11/2009 07:48:31 PM Call To Jaime Trujillo
422144
Service Manager advised Customer hasn't come in to drive vehicle. RCM to call Customer.
SMITHN
08/11/2009 07:50:40 PM Call To
RCM advised Customer to call back once he test drives another vehicle. Customer states he will call. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 826 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090184870 Mediation/Arbitration WVWFA71F98V
17,738
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicUealelntCekMnoooddweenl
409215
GELFUSB
07/28/2009 03:07:15 PM Attached Mail From
Pr. Part: 3885-Mechatronics
Rec'd letter from owner seeking final repair attempt. Veh was brought in 3 times for hesitation, last time being 6/12. Per letter dlr has part on order for this issue. Assume it's Mechatronics.
Pr. Rsn: 56E Hesitation
GELFUSB
07/28/2009 03:24:46 PM Call To Rick Schultz
409215
Part just came in yesterday, veh is repaired, he sent it to the detail shop since they had it so long. Advised I would call the owner on Thursday.
GELFUSB
07/30/2009 08:59:07 AM Call To
Called # listed on letter and someone at his home answered, I left a msg for him to rmc.
CAMILOM
07/30/2009 09:31:50 AM E-Mail From
car at the dealership for 45 days
GELFUSB
08/03/2009 07:45:54 AM Mail To
Was not able to spk with owner, played phone tag, send offer to owner for cs of $1500.
GELFUSB
08/04/2009 08:05:44 AM Attached Mail From
Rec'd letter from owner advising that the dlr called him to retrieve the veh on 7/29, 47 days down. He is seeking repurchase or replacement.
GELFUSB
08/04/2009 11:11:38 AM Call From
Apologized for issues with veh, advised that I received orig letter, confirmed repairs and sent him offer that he should rec today for cs of $1500. He states that veh is still not accelerating properly, still hesitates when stepping on the gas. Seeking to know how replacement will work. Advised I needed finance info and I would see if repl is avail and what it would take (usage) to proceed. Advised owner I would call and left msg as to what I need because he could not write anything. I called owner and left v.m.m. indicating I needed registration, buyers order and bank name, # and account #. Once I contact the bank and get info, I would let him know.
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
GELFUSB
08/06/2009 01:50:43 PM Call From
He had questions on how a SOC worked, gave him the info, but advised that I don't know if his bank will do it since he has not provided me bank info yet. He wants to do replacement most likely, advised him to forward me the requested info and I will contact once I get the info from the bank.
GELFUSB
08/10/2009 08:10:54 AM Call To NFCU
Called them on Friday, they will do the SOC, the cust has to call with the new VIN to initiate the process.
GELFUSB
08/10/2009 08:15:17 AM E-Mail To
I did confirm with NFCU that we can do the substitution of collateral; however, I will need your buyer's order to proceed. You provided me with your loan agreement, but that is not your buyer's order. This is a document with the dealers logo on it showing purchase price, sales tax, etc. This agreement is only the loan agreement for what was financed. Please forward the buyer's order.
Regards,
Bonnie
GELFUSB
08/11/2009 10:57:39 AM E-Mail From
Rec'd buyers order.
GELFUSB
08/11/2009 10:58:07 AM E-Mail To
sent BCC to FOM Kevin Norton:
Attached is the offer to replace. Usage calculated to $4733.02, but I reduced it. Please let me know if you have any questions.
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
GELFUSB
08/13/2009 07:35:23 AM E-Mail From
Attn: Bonnie Gelfusa
MILES YEAR/SUBMODEL
I am in receipt of your correspondence dated August 12, 2009, in which Volkswagen of America, Inc. (Volkswagen) offered to replace my 2008 VW EOS LUX with a new EOS and asks for a contribution from me of $2,000.00 for usage.
Pursuant to North Carolina's New Motor Vehicles Warranties Act (N.C.G.S. 20-351), I understand how you calculated the usage fee requested in your letter, however, N.C.G.S. 20-351.3(c) does not apply to a replacement remedy. Should I opt to return my vehicle to Volkswagen for a refund, as opposed to seeking a replacement new vehicle, Volkswagen would be entitled under the law to assess a reasonable allowance for usage as calculated under N.C.G.S. 20-351.3(c) and would be obligated to refund to me the full contract purchase cost of the vehicle, all collateral charges (including, but not limited to, sales tax, license and registration fees, annual state personal property taxes, annual state vehicle registration fees), all finance charges incurred by me subsequent to the first date I reported the vehicle non-conformity to the Volkswagen Dealership, and any incidental damages and monetary consequential damages (which may include reasonable attorney fees) I may have incurred. As I interpret it, an allowance for usage fee is not warranted by the law when the remedy is a comparable new replacement vehicle, so I will not agree to one.
I purchased my brand new 2008 Volkswagen EOS from Southern States Imports in Raleigh, NC, on April 22, 2008. I traded-in a 2004 Volkswagen Tourag that I had purchased brand new back in 2004 for the 2008 EOS. And many years ago I owned and drove a Volkswagen Jetta. I have been a loyal Volkswagen customer for many years and have even been an advocate for the brand amongst my family and friends. I am currently in the market for a new vehicle for my teenage daughter and had been considering a new Volkswagen Rabbit. Needless to say, I am very disappointed
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
GELFUSB
08/13/2009 07:35:43 AM E-Mail From cont.
with the performance of my 2008 EOS and have been much inconvenienced over the past 8 months relative to that vehicle.
To settle my claim I require that my lemon 2008 EOS LUX be replaced with a comparable new replacement vehicle as follows: < div class=MsoNormal style="MARGIN: 0in 0in 0pt 0.5in; TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo1">¿ A new Volkswagen EOS LUX ¿ Exterior Color: Reflex Silver Metallic (1st choice); Opal Silver (2nd choice) ¿ Interior Color: Cornsilk Beige/Leather ¿ Interior Accessories: Technology Package with iPod connection, Premium Sound system and Rubber Floor mats In addition, I request remuneration of $1,400.00 for 2 car payments I made on my vehicle while it was at the dealership for repairs.
The 2008 Volkswagen EOS I purchased last year is considered a `lemon' under North Carolina's New Motor Vehicles Warranties Act and has caused me considerable inconvenience and aggravation. Consequently I believe my counteroffer above to settle my claim is reasonable and appropriate. Note that this is my third letter to Volkswagen asserting my rights under the New Motor Vehicles Warranties Act (N.C.G.S. 20-351).
GELFUSB
08/13/2009 07:53:21 AM E-Mail To
First, I want to say that we certainly appreciate the loyalty you have shown towards Volkswagen. Please understand that the offer provided to you was a gesture of goodwill and not dictated by the North Carolina Lemon Law. We apologize that we could not get the part to your dealership any sooner and because of that we offered $1,500.00. During our conversation you advised that you would rather have a replacement vehicle, to which I am complying. You are seeking a vehicle with added equipment that your vehicle was not manufactured with and an additional $1,400.00. Unfortunately I am unable to comply with your requests.
Volkswagen, however, will reduce your usage to $1,500.00. In addition, should you decided to proceed with the replacement and your daughter decide on a Rabbit, or any other Volkswagen model, we will provide you a check for your usage, plus $1,000.00 for a total of $2,500.00. We just require a signed lease contract or buyers order and we will mail you a check.
we sincerely apologize if this vehicle has not lived up to your expectations and we would like to assist you; unfortunately, we cannot comply with your current requests.
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PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
GELFUSB
08/14/2009 02:05:34 PM E-Mail From
Ms. Gelfusa:
MILES YEAR/SUBMODEL
I am in receipt of your emailed correspondence dated August 13, 2009, in which you decline to accept the terms I requested for settling my claim against Volkswagen of America, Inc. Per my earlier letter to you/Volkswagen, to settle my claim I asked that Volkswagen replace my lemon 2008 EOS Lux with a comparable new replacement vehicle as follows: ¿ A new Volkswagen EOS Lux ¿ Exterior Color: Reflex Silver Metallic (1st choice); Opal Silver (2nd choice) ¿ Interior Color: Cornsilk Beige/Leather ¿ Interior Accessories: Technology Package with iPod connection, premium sound system and rubber floor mats. In addition, I requested remuneration of $1,400.00 for 2 car payments I made on my vehicle while it was at the dealership for repairs. Relative to the vehicle specifications I requested above, I want to clarify that all the interior accessories (i.e., technology package with iPod connection, etc.) I requested above to be included on a replacement vehicle correspond to what I currently have in my 2008 EOS Lux. I purchased my 2008 EOS Lux with those options/accessories already installed -- I am not asking for any options or upgrades that I don't already have on my 2008 EOS Lux. Under North Carolina's New Motor Vehicles Warranties Act (N.C.G.S. 20-351), if I choose to accept a replacement remedy I am entitled to a comparable new replacement vehicle. For the replacement vehicle to be ¿comparable¿ it should have the same options or upgrades as the vehicle being replaced. I have requested a ¿Lux¿ model EOS above for the comparable new replacement vehicle because my 2008 EOS is a Lux model. The interior color I requested above is the same as what I have in my 2008 EOS Lux. I provided two color choices above for the comparable new replacement vehicle because, per the Volkswagen website, the color I chose back in 2008 is no longer available. For your information I have attached a copy of the dealer
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 831 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
GELFUSB
08/14/2009 02:11:58 PM E-Mail From
cont.
For your information I have attached a copy of the dealer window sticker from the purchase of my 2008 EOS Lux to evidence the accessories and / or options purchased with my vehicle back in 2008.
As to the remuneration of $1,400.00 I requested, I do not think it is appropriate that I should have paid 2 car loan payments on my 2008 EOS Lux while it was in the custody of the Volkswagen dealership for repairs. I did not have my vehicle for 47 straight days. I should not have to pay for a car that I could not drive for 47 consecutive days due to a manufacturer defect in the vehicle.
As I tried to discern how Volkswagen had calculated the usage fee initially requested from me I found that the original usage fee amount calculated appears to have been derived using the calculation methodology contained in N.C.G.S. 20-351.3(c), however N.C.G.S. 20-351.3(c) does not apply to a replacement remedy. And as an `allowance for usage' fee is not warranted by the law when the remedy is a comparable new replacement vehicle, I reiterate that I will not agree to pay one.
The 2008 Volkswagen EOS Lux I purchased last year is considered a `lemon' under North Carolina's New Motor Vehicles Warranties Act and has caused me considerable inconvenience and aggravation. Consequently I believe my counteroffer to settle my claim is reasonable, fair and appropriate. Note that this is my fourth correspondence to Volkswagen asserting my rights under the New Motor Vehicles Warranties Act (N.C.G.S. 20-351).
Sincerely,
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 832 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
GELFUSB
08/14/2009 02:13:20 PM E-Mail To
I apologize about the vehicle configuration misunderstanding. When you wrote Premium sound system I immediately thought of the Dynaudio Premium system, which your original vehicle did not have. Your vehicle does have a Premium sound system, but it's standard for the Lux package.
We obviously want to resolve this issue amicably with you, but it appears as though we are at an impasse. You dictate the law in your emails, but I want to remind you that this is not being done under the NC Lemon Law, it is a gesture of goodwill. Under the lemon law Volkswagen is afforded an opportunity to comply a vehicle to the warranty once provided with written information regarding the non-conformity. In this situation the first written document regarding the issue was received on or about July 23. Your vehicle was repaired within approximately five (5) days of receipt of that letter. Taking that into consideration, we are still offering to replace your vehicle.
If you are not satisfied with the offer to replace, I have enclosed an offer to repurchase for you to review. We would obviously like to replace your vehicle, but understand if you would like to proceed with the repurchase. In addition, I have enclosed an updated replacement offer with the additional offers made in my last email.
Please do not hesitate to contact me if you have any questions or concerns.
GELFUSB
08/26/2009 10:47:03 AM Call From
He wanted to know what we were going to do, advised him that we have sent 2 offers that we felt were very fair in this matter. Cust just said ok and we hung up.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 833 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090184910 Recovery
WVWBA71F48V0
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 406524
PABSTM
07/28/2009 03:41:37 PM Call To mike Davis
406524
Pr. Part: 3885-Mechatronics
Service Advisor advised the customer is not in a rental, they have not offered goodwill, they are just waiting for the main part. RCM advised making proactive outbound call to the customer. RCM to assign to CO.
Pr. Rsn: 55J Outbound
PABSTM
08/04/2009 08:58:50 AM Assigned To MANNAE
MANNAE
08/04/2009 04:04:38 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made his vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to his vehicles repairs he can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 834 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090185505 Recovery
SMITHN
07/29/2009 08:25:51 AM Note To CCC
RCM to send mechatronic email to Dealer 422567.
VIN WVWBA71F58V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
422567
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 835 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
SMITHN
07/29/2009 01:07:14 PM E-Mail To John Hatcher
422567
MILES YEAR/SUBMODEL
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F58V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Nancy Smith Volkswagen Customer CARE Western Regional Case Manager Volkswagen of America 3499 Hamlin Road Rochester Hills, MI 48309 Phone: 248-754-3636 ¿ Please consider the environment before printing this e-mail. RCM to wait on DLR 422567 email.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 836 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ZIEHMEC
08/05/2009 01:07:15 PM Note To CCC
No further action
MILES YEAR/SUBMODEL
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090185506 Recovery
SMITHN
07/29/2009 08:28:02 AM Note To CCC
RCM to send mechatronic email to Dealer 422180.
VIN WVWBA71F68V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
422180
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
SMITHN
07/29/2009 01:10:30 PM E-Mail To Bob Salo
422180
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F68V0
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
RCM to wait on DLR 422180 email.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 838 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
SMITHN
07/29/2009 02:12:12 PM E-Mail From Bob Salo
Customer is in a rental right now No goodwill needed - vehicle covered under warranty ETA on part coming from Germany is 8/7/2009 Outbound to call Customer.
422180
MILES YEAR/SUBMODEL
SMITHN
07/29/2009 02:32:01 PM Assigned To MANNAE
MANNAE
08/04/2009 04:43:57 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 839 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090185509 Recovery
SMITHN
07/29/2009 08:30:29 AM Note To CCC
RCM to send mechatronic email to Dealer 422505.
VIN WVWFA71FX8V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
422505
Pr. Part: 3885-Mechatronics
Pr. Rsn: 60G 2007 VW JDP Engine Noise
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 840 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
SMITHN
07/29/2009 01:16:13 PM E-Mail To Ted Weinsziehr
422505
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWFA71FX8V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Nancy Smith Volkswagen Customer CARE Western Regional Case Manager Volkswagen of America 3499 Hamlin Road Rochester Hills, MI 48309 Phone: 248-754-3636 RCM to wait on Dealer 422505 email.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 841 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
SMITHN
07/29/2009 02:26:19 PM E-Mail From Ted Weinsziehr
422505
1) Is the customer in a rental or loaner?yes 2) Have you offered any goodwill?no 3) What part arrival time has been communicated to the customer?part being installed on 07/29/09 4) Other pertinent information that you think we should be aware of?no Outbound to call Customer.
SMITHN
07/29/2009 02:32:23 PM Assigned To MANNAE
ABDULAM
07/29/2009 05:13:32 PM Note To ccc
As part has arrived at Dealer, no further follow up is required from outbound.
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090185511 Recovery
WVWFA71F18V
SMITHN
07/29/2009 08:39:19 AM Assigned To ZEHELD
RCM to send mechatronic email to Dealer 426085.
12,000
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
426085
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ZEHELD
07/29/2009 11:48:50 AM E-Mail To Neil Vitro
426085
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them. Customer Name: Model Year/Model: 2008 Eos VIN: WVWFA71F18V At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of? If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response. Thank you in advance for your help.
Inquiry
426085
Part: 3885-Mechatronics
Rsn: 97J Part Delays (No Error in Dealer Ordering)
RCM to wait Dealer 426085 e-mail.
SHORTK
07/29/2009 04:35:59 PM Call From
Customer states 1st VW, leased, maintained at DLR 426085, VEH doesn't shift properly, needs mechatronics unit replaced, part ordered 2 week and DLR advised part won't be available for another 6 weeks. Customer states seeking VW to make his vehicle payments until VEH is repaired. Customer is not currently in a loaner and does not feel a rental would be comparable to her VEH. CO advised customer our primary goal is to repair the vehicle under the terms of the warranty. CO advised customer RCM would follow up with her by COB 7/30/09. RCM to contact DLR
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 843 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZEHELD
07/30/2009 12:37:33 PM Call To Neil Vitro
426085
Service Manager states vehicle has been down since 7/16 waiting for mechatronic; Customer was put in a rental but brought it back because she was leaving town for 6 weeks; husband is seeking a vehicle payment. RCM advised Service Manager to call RCM when the vehicle is repaired. RCM to call Customer.
ZEHELD
07/30/2009 01:14:08 PM Call To
RCM LVMM; advised is willing to research in to Customer request for vehicle payment; have to wait until vehicle is repaired; Dealer 426085 will be calling RCM when repairs are completed and RCM will then call Customer with an update. Customer can call RCM with any further questions. RCM to set follow up date for 8/7 as part is expected to arrive by then. Pending Dealer/Customer call, no further action.
GHIDROA
07/30/2009 03:03:50 PM Return Call From
Customer states: seeking to speak with RCM in regards to the voicemail message left by RCM. CA advised: RCM did set the follow-up date to 8/7/09; VW would need to wait until the vehicle is repaired in order to provide customer with an update. Customer states: he is still seeking to speak with RCM. CA to trasnfer the call.
GHIDROA
07/30/2009 03:06:41 PM Transfer To Darrel
CA transfers the call to RCM. RCM to continue the conversation with customer.
ZEHELD
07/30/2009 03:10:23 PM Continued Comment With
RCM advised will research vehicle payment when vehicle is repaired; have to wait until vehicle is repaired prior to making a decision. Customer states seeking to know what data Service Manager provided to RCM. RCM advised vehicle has been down since 7/16; Service Manager will be calling RCM and Customer when repairs are complete and RCM will follow up at that time. RCM to set follow up date for 8/7 as part is expected to arrive by then. Pending Dealer/Customer call, no further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 844 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090185518 Recovery
WVWBA71F18V
SMITHN
07/29/2009 08:56:13 AM Assigned To ZEHELD
RCM to send mechatronic email to Dealer 423337.
MILES YEAR/SUBMODEL
PARTS/REASONS
0
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
423337
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ZEHELD
07/29/2009 12:41:46 PM E-Mail To Abby Bacon
423337
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to
¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 200
VIN: WVWBA71F18V
At your earliest convenie
eview and respond to the following questions:
1) Is the customer in a rental or loaner?
2) Have you offered any goodwill?
3) What part arrival time has been communicated to the customer?
4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so
my team and I both receive your response.
Thank you in advance for your help.
RCM to wait Dealer 423337 e-mail.
ZEHELD
07/30/2009 12:49:43 PM Call To Abby Bacon
423337
Service Manager states will send e-mail response shortly. RCM to wait Dealer 423337 e-mail.
ZEHELD
07/30/2009 12:51:08 PM E-Mail From Abby Bacon
Car came in on 7/20. Mechanitronix on backorder; ETA is 8/7/09 customer got a rental on 7/23/09
RCM to assign to outbound project CO.
423337
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 845 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ZEHELD
07/30/2009 12:57:03 PM Assigned To MANNAE
CO to call Customer.
MILES YEAR/SUBMODEL
MANNAE
08/04/2009 04:48:27 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 846 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090185524 Recovery
WVWFA71F28V
SMITHN
07/29/2009 09:02:39 AM Assigned To ZEHELD
RCM to send mechatronic email to Dealer 423071.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
423071
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ZEHELD
07/29/2009 12:20:14 PM E-Mail To Frank Cruz
423071
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them. Customer Name: Model Year/Model: 2008 Eos VIN: WVWFA71F28V At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of? If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response. Thank you in advance for your help.
RCM to wait Dealer 423071 e-mail.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 847 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZEHELD
07/29/2009 02:23:32 PM E-Mail To Frank Cruz
423071
1) Is the customer in a rental or loaner? Not in loaner 2) Have you offered any goodwill? None offered or asked for 3) What part arrival time has been communicated to the customer? Repair Order# 119709 written 7/01 for part#02E-325-025-AD-ZC MECHATRON original ETA was aprox. 2-3 weeks Parts manager checking on new ETA 4) Other pertinent information that you think we should be aware of?
Just received word that it should be here this week and we will confirm with customer once it is in our hands
RCM to assign to outbound project CO.
ZEHELD
07/29/2009 02:27:26 PM Assigned To MANNAE
CO to call Customer.
MANNAE
08/04/2009 04:12:05 PM Call To Jim
423071
CO inquired on name of person driving vehicle. SA states can't read signature and phone number is customer.
. CO to call
MANNAE
08/04/2009 04:14:33 PM Call To
- driver
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made his vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to his vehicles repairs he can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 848 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090185527 Recovery
WVWBA71F98V
SMITHN
07/29/2009 09:05:49 AM Assigned To ZEHELD
RCM to send mechatronic email to Dealer 426026.
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
426026
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ZEHELD
07/29/2009 12:34:25 PM E-Mail To Cecil Irvan
426026
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them. Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F98V At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of? If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response. Thank you in advance for your help.
Inquiry Part: LEAS-LEASE AND
LOAN PAYMENT Rsn: 37A Lease
Payment
Complaint 426026 Part: 3885-Mechatronics Rsn: 97J Part Delays (No
Error in Dealer Ordering)
RCM to wait DLR 426026 e-mail.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 849 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZEHELD
07/29/2009 02:28:44 PM E-Mail From Kerry McConnell
426026
1) Is the customer in a rental or loaner? no rental car 2) Have you offered any goodwill? offered loaner car. no other goodwill offered 3) What part arrival time has been communicated to the customer? was told 7-10 days from original diagnosis.. found out may be mid august to late august.. have not contacted customer at this point due to no exact date. am going to call on 7-29- to inform customer of findings 4) Other pertinent information that you think we should be aware of? yes they are very frustrated in this matter they have mentioned they are losing faith in vw.. they purchased the vehicle, its good weather and they cannot enjoy the car.. i have padded the situation the best of my ability and explained this is unusual for there to be such a delay.. i do believe after they find out today that the part will be mid to late august they will be very unhappy..
RCM to assign to outbound project CO.
ZEHELD
07/29/2009 02:30:28 PM Assigned To MANNAE
CO to call Customer.
MANNAE
08/04/2009 04:52:30 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
HOWARDB
08/06/2009 10:00:07 AM Return Call From
Customer stated that he received a call from VW thanking him for his patience; Customer stated that he is very frustrated at the time it is taking for the part to come in. Customer stated that his vehicle has been down for almost 30 days, and in his state if the vehicle is down for more than thirty days he qualifies for the Lemon Law, and the manufacturer has to take back the vehicle. Customer stated that he is paying on a vehicle that he is not driving. Customer stated that even when the vehicle is repair, he not sure the vehicle concerns will be addressed, and he does not want the vehicle back. CA advised the Customer that due to his concerns his file will be forwarded to the RCM, and he will be contacted with an update before the close of business on 08/07/09. CA asked the Customer if he is in a rental. Customer stated that the Dealer offered a rental, but he declined because he had another vehicle. CA to assign to RCM Western Region.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 850 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
HOWARDB
08/06/2009 10:08:57 AM Assigned To Regional Case Manager
Customer is seeking to get out of the vehicle, due to the length of time the vehicle has been down, and the Customer is not sure that the vehicle concerns will be addressed when the part comes in. Customer can be reached on his cell phone before the close of business on 08/07/09. RCM to research.
ZEHELD
08/06/2009 11:32:06 AM Assigned To ZEHELD
MANNAE
08/07/2009 07:41:54 PM Call To
CA advised customer at this time our main goal is to work within the terms of the LNVW advised once vehicle is repaired and operating to manufacturer specifications and once repairs are completed we can review his request with no guarantee VW will meet his request. Customer states will be without vehicle for 30 days as of 8-11-09, paying for vehicle and insurance that he is not driving. CA advised will continue to follow up with dealership and will follow up with customer once part arrives. RCM to call dealer.
ZEHELD
08/10/2009 01:52:21 PM Call To Kerry McConnell
426026
Service Advisor advised part arrived Friday; repairs finished this morning; checking for quality; customer has been contacted; vehicle returned to customer today; vehicle down since 7/13. RCM to call Customer and offer 1 months vehicle payment. RCM to call FOM.
ZEHELD
08/10/2009 03:17:51 PM Voice Mail To Ed Groth
RCM called backup FOM.
RCM LMTRMC. RCM to wait FOM call.
ZEHELD
08/10/2009 03:48:02 PM Return Call From Ed Groth
FOM states for RCM to offer 1 months vehicle payment and some Dealer services. RCM to call Customer.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 851 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
CONLINR
08/11/2009 06:21:44 PM Call To
RCM advised: have reviewed concerns with Dealer; Vehicle is currently repaired; VW will continue to work within the terms of the warranty to repair manufacturer shortcomings; VW will offer 1 month Vehicle payment and $250 in Dealer services as goodwill due to inconveniences. Customer states accepts offer; hopes that Vehicle is currently repaired; does not have a pen, but will call back to obtain CCC fax number, has the reference number. RCM advised once documents are received it will take roughly 1 month to process Vehicle payment, so Customer should make payments as usual; in the mean time VW will send $250 in Dealer services, which will take 7-10 business days to generate. RCM to assign to Team 5
CONLINR
08/11/2009 06:23:58 PM Assigned To Fox
Team 5 to issue $250 in Dealer Services. If Customer calls, Level 1 to provide CCC fax number. Team 5 to send letter
BICKMAD
08/12/2009 05:32:59 AM Assigned To BOMMARJ
BOMMARJ
08/12/2009 06:12:30 PM Mail To
CA generated and sent mail to Customer that can be viewed in doc center. CA to reassign.
BOMMARJ
08/12/2009 06:21:39 PM Assigned To CONLINR
CO to review and close.
CONLINR
08/12/2009 06:38:20 PM Note To CCC
RCM reviewed. Pending Customer call. No further action
HOWARDB
08/14/2009 11:22:04 AM Return Call From
Customer called, and stated that he is seeking the fax number to mail his coupon statement for the vehicle payment. CA advised the Customer that he can send his statement to (6504) fax. Customer wanted to know when the payment will be made. CA advised the Customer that he would continue to mail his payment as scheduled, and the vehicle payment will be applied to his account. CA advised the Customer that the $250 Dealer services letter is being mailed to him. No further action, pending fax from the Customer. RCM to review, and close case.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 852 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CONLINR
08/14/2009 12:07:20 PM Note To CCC
Pending Customer fax/mail. NO further action
MILES YEAR/SUBMODEL
WHEELEK
08/19/2009 03:05:34 PM Call From
Customer staets: per her spouse she needed to fax a copy of her VCI statement; would prefer the have the check mailed to her home address. CA advised: CCC will need a copy of her VCI statement; will provide a credit towards her account in the form of an EFT (electronic funds transfer) will research her request. CA to research with RCM.
WHEELEK
08/19/2009 03:11:21 PM Face-To-Face With ConlinR
RCM advised VW is unable to meet customer's request; will forward EFT to VCI. CA to return to customer.
WHEELEK
08/19/2009 03:12:01 PM Return To
CA advised: VW is unable to meet her expectation to have the one month credit (i.e. vehicle payment amount) mailed to the home address. Customer states: she understands that VW did not have to do anything; but she has been inconvenienced; she did not ask for a rental because she has another vehicle; however, she would not have put miles on the vehicle, because she would have been driving her EOS; she wants to make sure someone is aware of her dissatisfaction. CA advised: her concerns have been documented for internal review; we evaluate all requests on a case-by-case basis; if there are any updates, she will be notified in writing. RCM to review/close
CONLINR
08/19/2009 03:23:43 PM Assigned To ZEHELD
RCM to review and close
ZEHELD
08/19/2009 03:39:14 PM Assigned To ccc
Correspondence to send BBB as Customer is still dissatisfied.
WILLIAC2
08/19/2009 03:59:06 PM FAX From
Fax in doc center.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 853 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ZEHELD
08/19/2009 04:41:04 PM Note To ccc
RCM to generate check request.
MILES YEAR/SUBMODEL
ZEHELD
08/19/2009 04:48:54 PM Note To ccc
849543841; WVWBA71F98V
;
$641.02
; VW to EFT 1 vehicle payment to VCI due to length of time for repairs; total =
Correspondence to send BBB as Customer is still dissatisfied.
BICKMAD
08/20/2009 05:28:32 AM Assigned To GORALCT
GORALCT
08/24/2009 11:48:44 AM Mail To
CA generated and sent mail to owner which can be viewed in the doc. center. CA to reassign to RCM.
GORALCT
08/24/2009 11:49:30 AM Assigned To ZEHELD
RCM to review.
ZEHELD
08/24/2009 11:51:57 AM Note To ccc
Wait check.
CR_BATCH
08/27/2009 04:00:52 AM Note To ZEHELD
Amount for $ 641.02 was Posted on 08/26/2009. AP reference number: 40044821
STRINGD
08/27/2009 08:59:17 AM Note To CCC
Received return mail. Forwarding to CA.
ZEHELD
08/27/2009 01:45:19 PM Call To Susan
426026
RCM confirmed Customer address with Service Advisor. RCM to call Customer.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 854 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZEHELD
08/27/2009 05:28:12 PM Voice Mail To
RCM LMTRMC; seeking Customer to call back and verify mailing address as BBB letter was returned.
(Level 1 to update mailing address and assign case to Correspondence for duplicate BBB letter)
Pending Customer call, no further action.
ALLAINK
08/27/2009 06:33:32 PM Return Call From
Customer states returning phone call per CO request to provide accurate address; advised address is to PO Box 1465 in Sutter Creek, CA. 95685; should not include the street address indicated on the customer screen. CO updated the mailing address. Customer states that he is very unhappy about the situation with his vehicle that the transmission is not made for the mountains; has now been without his vehicle for 29 days. CA apologized for his experience. CO to send out BBB forms.
ZEHELD
08/27/2009 06:43:03 PM Assigned To ccc
Correspondence to resend BBB to updated mailing address.
BICKMAD
08/28/2009 06:02:41 AM Assigned To HERRINB
CONLINR
08/31/2009 05:48:22 PM Note To CCC
CO to send $250 in Dealer Services to Customer at corrected address: PO Box 1465 in Sutter Creek, CA. 95685 CO to send letter
HERRINB
09/01/2009 09:31:29 AM Assigned To BOMMARJ
Assigned for handling. Please re-send dealer service voucher to the corrected address.
BOMMARJ
09/02/2009 11:25:50 AM Mail To
CA generated and resent BBB letter and Dealer services letter and voucher (stamped copy) to updated address that can be viewed in doc center. CA to reassign.
BOMMARJ
09/02/2009 03:27:39 PM Assigned To ZEHELD
CO to review and close.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 855 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ZEHELD
09/02/2009 03:31:24 PM Note To ccc
RCM reviewed and closed. No further action.
MILES YEAR/SUBMODEL
STRINGD
09/09/2009 09:38:37 AM Note To CCC
Received return mail. Forwarding to CA.
ZEHELD
09/09/2009 02:54:23 PM Note To ccc
RCM reviewed returned mail; BBB was not sent to updated address. RCM to speak with Correspondence TA.
ZEHELD
09/09/2009 03:04:02 PM Face-To-Face With Katie Spina
Correspondence TA advised RCM to assign case to Correspondence CA and have BBB letter reissued; Dealer services was sent to the correct address, BBB letter was not. RCM to assign to Correspondence.
ZEHELD
09/09/2009 03:06:21 PM Assigned To Bommarj
Correspondence to send BBB to updated address listed in Customer screen.
BOMMARJ
09/09/2009 03:12:49 PM Mail To
CA generated and resent BBB letter to updated address that can be viewed in doc center. CA to reassign.
BOMMARJ
09/09/2009 03:19:35 PM Assigned To ZEHELD
CO to review and close.
ZEHELD
09/09/2009 03:28:33 PM Note To ccc
RCM reviewed and closed. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 856 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090185654 Customer Relations
WVWBA71F38V0
20,000
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408112
HOWARDB
07/29/2009 11:07:02 AM Call From
Pr. Part: 3885-Mechatronics
Customer stated that her vehicle is having problems shifting. Customer stated that she took her vehicle to Dealer 408112, and the Dealer advised that a part for transmission need to be ordered. Customer stated that the Dealer has been waiting for the part for 3 weeks; Customer is seeking for her vehicle to be repaired soon. CO advised the Customer that due to her concerns her file will be fowarded to a RCM, and she will be contacted with an update before the close of business on 07/30/09. Customer stated that she did not need a rental vehicle. CO to assign to RCM Eastern Region.
Pr. Rsn: 69C Dealer Referred Customer to CARE
Complaint 408112 Part: 3885-Mechatronics
HOWARDB
07/29/2009 11:12:10 AM Assigned To Regional Case Manager
Rsn: T01 Auto/Hybrid Shifts roughly
Customer stated that part for transmission is on backorder. Customer is seeking for her vehicle to be repaired as soon as possible.
Customer can be reached at
. RCM to e-mail Dealer.
Complaint 408112 Part: 3885-Mechatronics
EDWARDAM
07/29/2009 11:54:35 AM Assigned To EDWARDAM
Rsn: 04Q Order Fill Time
EDWARDAM
07/30/2009 10:41:47 AM Call To Abby
408112
RCM advised seeking to speak with Service Manager. Service Advisor advised he is currently on the other and will have him return RCM's call. RCM to wait Dealer 408112 call.
EDWARDAM
07/30/2009 02:13:14 PM Return Call From Mike Dolce
408112
Service Manager advised it's need a mechatronics and it's been ordered since 7/6; they are in their vehicle and no goodwill has been offered at this time. RCM to follow up with customer.
EDWARDAM
07/30/2009 03:06:20 PM Voice Mail To
RCM LVMM. RCM advised the component she is waiting on is a mechatronics unit; this is a VIN specific made component and takes 6-8 weeks to build; we currently have an ETA for these components for 8/7; will set a follow up date for 8/7 to confirm any further ETA at that time; if there is any further questions to contact CCC. RCM to wait on parts.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 857 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
EDWARDAM
07/31/2009 09:20:03 AM E-Mail From Mike/SM & Charlie/PM 408112
Good Morning Mike & Charlie,
MILES YEAR/SUBMODEL
Since all of this cases are still opened in my caseload currently for mechatronics I need to gather some information regarding the part orders. We get a spreadsheet of all of the mechatronics that are on order and none of these are on the list. Please confirm the following information for each VIN:
VIN #: WVWHV71K18W Part #: Sales Document #: Order Date: Order Type (Stock, Daily, or Red)
VIN #: WVWFV71KX8W Part #: Sales Document #: Order Date: Order Type (Stock, Daily, or Red)
VIN #: 3VWRA71K28M Part #: Sales Document #: Order Date: Order Type (Stock, Daily, or Red)
VIN #: WVWBA71F38V Part #: Sales Document #: Order Date: Order Type (Stock, Daily, or Red)
Thank you for your assistance, Amanda Edwards
RCM to wait Dealer 408112 e-mail or call.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 858 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
EDWARDAM
07/31/2009 11:10:14 AM E-Mail From Mike Dolce
PART CAME IN NO APT. YET
408112
MILES YEAR/SUBMODEL
RCM to e-mail dealer 408112.
EDWARDAM
07/31/2009 11:12:31 AM E-Mail To Mike Dolce
408112
Hey Mike,
Awesome! Sounds like you guys are getting the mechatronics in.
For
- I will be offering 2 vehicle payment
For
- I will offer 1 vehicle payment and confirm they bring the vehicle back in to have the repairs.
Sound good? Let me know!
Thanks,
Amanda
RCM to wait Dealer 408112 e-mail.
EDWARDAM
07/31/2009 03:16:58 PM Return Call From Mike Dolce
408112
Service Manager advised he would agree with compensation. RCM to follow up with customer to advise parts are in, to make an appointment to have installed, and provide 1 vehicle payment for the downtime.
EDWARDAM
07/31/2009 03:29:23 PM Voice Mail To
RCM LMTRMC. RCM advised the part has arrived and Customer needs to make appointment with Dealer 408112 to have part installed; we would like to provide a vehicle payment of the length of time waiting on part; seeking for Customer to call back to confirm she would accept the vehicle payment offer and to fax us a copy of her statement to #6504 to have it processed. RCM to wait Customer call.
MANNAE
08/03/2009 11:11:43 AM Call To
RCM backup advised have followed up in regards to her concerns and understand parts are in. Customer states took her vehicle to dealership 408112 and they are repairing vehicle, just happy dealership was able to verify concerns as this has been an ongoing concern with her vehicle, in rental. RCM backup advised would like to offer customer one month vehicle payment and to fax copy of statement to VW CCC, advised it will take 60 days to generate check and mail to customer for one month vehicle payment as we will not be able to process EFT being it's not thru VW Credit. Customer asked to call her back and leave message with fax number. RCM backup to call customer.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 859 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES
MANNAE
08/03/2009 11:14:58 AM Voice Mail To
RCM backup left message with fax number. No further action, RCM to wait customer mail.
YEAR/SUBMODEL
EDWARDAM
08/03/2009 11:22:24 AM Note To CCC
Case reviewed. No Further Action, pending Customer mail/fax.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 860 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090186558 Recovery
WVWBA71F58V
SMITHN
07/30/2009 08:34:08 AM Assigned To CONLINR
RCM to send mechatronic email to dealer 422138.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
422138
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 861 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
08/05/2009 04:44:27 PM E-Mail To Lewis
422138
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F58V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577 RCM back up
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait dealer 422138 e-mail.
MANNAE
08/10/2009 03:34:59 PM Voice Mail To Lewis
CA LMTRMC. RCM/CA to wait dealer call.
422138
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 862 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ZIEHMEC
08/11/2009 10:09:51 AM Assigned To MANNAE
Assigned for handling.
MILES YEAR/SUBMODEL
MANNAE
08/11/2009 01:58:18 PM Call To Lewis
422138
Service Manager states part came in Friday and they are trying to get customer scheduled to have repairs completed, doesn't want to drive loaner without rental insurance and wanted to wait to have husband truck while repairs are getting completed, Service
PARTS/REASONS
090186579 Recovery
WVWBA71F78V
ISTIFOV
07/30/2009 09:16:11 AM Call To Ben Ong
Service Manager advised the part has arrived as of today. No further action.
409454
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409454
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 863 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090186740 Customer Relations
WVWBA71F98V
6,700 ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 408061
ALEXANLA
07/30/2009 11:42:28 AM Call From
Customer states: Original owner; Customer leased from Chase Bank; This customer/family has owned 1 vehicle(s); maintains the vehicles at our dealers (Dealer 408061); has experienced multiple vehicle issues with this concern as dealer has tried to repair the vehicle before; the vehicle has trouble starting; Customer is seeking/expecting for VW to replace the vehicle; working with Mark in service; this customer perceives this to be a premature failure; states dealer advised to call VW; states feels that the vehicle is a lemon; states vehicle has been at Dealer 408061 for 3-4 weeks for the transmission concern and is waiting on parts; states dealer as provided a rental. CO advised Customer that VW can look into request with no promises; advised case will be assigned to RCM; seeking to know the best time of day for follow up. Customer states it doesn't matter. CO advised Customer that RCM will follow up by COB tomorrow 7/31. Customer acknowledged. CO to assign case to RCM.
ALEXANLA
07/30/2009 11:48:29 AM Assigned To RCM
Customer seeking for VW to replace the vehicle; call 203-217-7139. RCM to research.
ZIEHMEC
07/30/2009 12:42:28 PM Assigned To MULLINT
Pr. Part: 3735-Automatic transmission
Pr. Rsn: E02 Hard to start when engine cold
Complaint
Part: 3735-Automatic transmission
Rsn: 54Q Extensive Repair History
Inquiry
408061
Rsn: 69C Dealer Referred Customer to CARE
Assigned for handling.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 864 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MULLINT
07/31/2009 08:25:27 AM E-Mail To Seth Goldstein
***** Email to seth@riverbankvdub.com; ***** ACTION REQUIRED: Confirm Repair History
408061
MILES YEAR/SUBMODEL
Hello! The following customer has come to us requesting assistance with taking the vehicle back and being provided a different vehicle. In order to review their request, I need to confirm the information I have regarding their vehicle¿s repair history.
Customer Name:
VIN: WVWBA71F98V
Customer alleged days down: 3-4 weeks for the transmission repair.
Vehicle repair history: 2445 Mass air flow sensor
07/14/2009 7,000
Requested Information 1) Does this history match your customer records? 2) If not, could you please indicate any additional repairs and days down? If the vehicle is still at your dealership, please answer the questions below. 3) What is the current diagnosis? 4) What is the ETA on this repair? If you could please respond within 4 business hours, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response. Thank you in advance for your help. Tronda Mullins
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 865 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
(248) 754-3364
MILES YEAR/SUBMODEL
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
PARTS/REASONS
RCM to wait dealer email.
MULLINT
07/31/2009 02:13:51 PM E-Mail From Seth Goldstein
History shows we did a wire repair on MAF on 7-14-09.
We have a Mechatronics unit on order per tech line. 3 to 4 weeks.
Seth
RCM to email Service Manager.
MULLINT
07/31/2009 02:16:17 PM E-Mail To Seth Goldstein
When did the car come in for the Mechatronic? RCM to wait dealer email.
MULLINT
07/31/2009 02:16:46 PM E-Mail From Seth Goldstein
Car came in on the 29th and part ordered on the 30th.
RCM to email dealer.
MULLINT
07/31/2009 02:18:11 PM E-Mail To Seth Goldstein
Do you have the part number and sales documentation number? RCM to wait dealer email.
408061
408061 408061 408061
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 866 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
MULLINT
07/31/2009 03:46:50 PM Call To
RCM advised calling to touch base; advised at this time we do not have an update for him regarding his request; advised this is something we are still looking into and someone will be back in contact with him by the COB Monday. CUST states no one is helping him; advised he is without his vehicle; he has asked that his vehicle be returned to him while waiting on the parts because he does not want to be in a contract with Hertz where he is liable for anything that happens to the rental vehicle; advised he is not comfortable with this; advised he has spoken with a lawyer and he understands his rights that he can return the vehicle under lemon law once the vehicle has been down for this repair; advised he does not think that it is fair for him to have to be without his vehicle and to havve to have a liable contract with Hertz; advised it is nothing that he did to put himself into the situation of having to have a rental vehicle; advised there is nothing that dealer will do about this; they do not care; advised he does not want to go the route of lemon law and would like to resovle this within VW; advised he would more comfortable with this if it were VW that was reliable for anything that happened to the vehicle and not him; advised he is paying for a convertible and he is not able to drive it; advised he is paying for insurance and the vehicle payment; advised he would like to know what can be done to get him out of the vehicle. RCM advised our obligations are to repair the vehicle within the terms of the warranty; advised we will likely not be able to meet his expectations in taking the vehicle back; advised we will look into this. RCM to follow up with dealer.
MULLINT
08/03/2009 11:50:19 AM Call To Ian
408061
(RCM speaking to shop foreman as Service Manager is out on vacation this week) RCM advised seeking to know if dealer has any loaner vehicles. DP advised they do not; advised this is not something that they offer to their customers. RCM to call FOM.
MULLINT
08/03/2009 04:05:42 PM Voice Mail To Tony Schummel
RCM LVMM: advised calling to speak with him about vehicle. RCM to call customer.
MULLINT
08/03/2009 04:43:23 PM Call To
RCM advised calling to touch base; advised do have all the information needed to look into his concerns; advised the concerns have been escalated and we are waiting for more research to be done. Customer states he has spoke with dealer and let them know that he would like an upgraded rental vehicle; advised he is driving a $30K vehicle and he is in a $18K corolla; advised he has spoke with dealer about getting into a Touareg and trading the vehicle in; advised he understands that there is a price difference. RCM advised we can look into this. Customer states he has also contacted his attorney again who has advised him that he does have a case regarding lemon law. RCM advised if he has involved an attorney RCM would not be able to look into assistance with him; advised we are not legally trained and if he has contacted an attorney all correspondence would need to be done through the Med/Arb department. Customer states he would like to see what can be done through VW before continuing with the attorney. RCM to wait FOM contact.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 867 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
MULLINT
08/04/2009 10:34:15 AM Return Call From Tony Schummel
FOM advised dealer 408061 made him aware of the customer yesterday; advised at this time we will continue to work within the terms of the warranty to repair the vehicle; advised that there may be another option to repair the vehicle that he will look into; advised he is going to check and see if it is possible to get a transmission for the vehicle; advised he will call RCM when he does have an update regarding this; advised this is not for certain and RCM can let the customer know that we will not provide assistance at this time. RCM to call customer.
MULLINT
08/04/2009 04:37:34 PM Voice Mail To
RCM LVMM: advised calling with update. If customer calls RCM to advise at this time we have looked into the concerns and we will continue to service the vehicle within the terms of the manufacture warranty; we would not be able to provide assistance with an upgraded loaner vehicle or taking the vehicle back. RCM to wait customer call.
MULLINT
08/04/2009 05:00:59 PM Call From Tony Schummel
FOM advised the part is expected to be in on Monday; advised we will continue to service the vehicle within the terms of the warranty. RCM to wait customer call.
SHEARDA
08/05/2009 10:13:14 AM Return Call From
Customer is returning call from RCM. CA to call RCM.
SHEARDA
08/05/2009 10:15:50 AM Call To Tronda
RCM advised that since the customer has retained a lawyer, he would need to speak with his lawyer. CA to return to customer.
SHEARDA
08/05/2009 10:17:19 AM Return To
CA advised customer that since he has retained a lawyer, he would need to speak to the lawyer regarding any questions or concerns. RCM to review.
MULLINT
08/05/2009 11:32:59 AM Note To CCC
Please reference case number 90190963 customer has contacted a lawyer and there is a Med/Arb case open for him; customer will need to continue to address concerns with lawyer. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 868 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090186875 Customer Relations
WVWBA71F08V
23,000 ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 407403
KURTZT
07/30/2009 01:57:33 PM Call From
Pr. Part: 3511-Mechatronic
Customer states: her vehicle has been at the DRL for 3 weeks; brain of transmission is on back order and will not be in until 8/10/09. Customer stated she has had multiple problems with the vehicle since she purchased it; she mentioned problems with the window gaskets leaking on both the passenger and drivers side that she had taken into Dealer for repair and she still had the same problem: also had vehicle into DRL for a rattle in the vehicle top and was told the part was on back order and would not be in for 4 months: When they took vehicle to Dealer once the part came in they figured out that wasn't the problem; the problem was 2 bolts were just loose and needed tightened. Customer also stated she had purchased GAP insurance and asked the Dealer to take care of a scratch on the passenger side door and Dealer informed her they could not take care of that, she would have to have someone come out to her to take care of this. Customer also stated that she had been told 3 different finance rates each time she called into VCI. Customer states: this is her second VW and she has it serviced per maintenance scheduled at Dealer and has GAP insurance. Customer is seeking: VW assistance to get out of the vehicle. CO advised that VW policy is to repair the vehicle under warranty but CO would forward her case to an RCM who would review and contact her by COB Friday 7/31 at afternoon- Customer would like to be called back as close to 3:30 as possible. CO to assign to RCM.
Pr. Rsn: 56E Hesitation
Complaint Part: 6101-Convertible
top assembly Rsn: 36R Convertible
Top
Complaint Part: 1009-Cylinder block Rsn: X04 Wind noise
driver side rear of vehicle
KURTZT
07/30/2009 02:18:36 PM Assigned To RCM
Customer seeking: VW assistance in getting her out of this vehicle. RCM to contact Customer by COB Friday 7/31 at Afternoon preferred- as close to 3:30 as possible. RCM to research.
HEARNSN
07/30/2009 02:31:25 PM Assigned To HEARNSN
Complaint
Part: 7060-Door panel trim strip
Rsn: X57 Paint chip/scratch passenger side
Complaint
Rsn: 74A Customer leaving brand
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 869 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
HEARNSN
07/30/2009 02:38:09 PM E-Mail To Roger Dickson
ACTION REQUIRED: Confirm Repair History
407403
MILES YEAR/SUBMODEL
Hello! The following customer has come to us requesting assistance. In order to review their request, I need to confirm the information I have regarding their vehicle's repair history.
Customer Name:
VIN: WVWBA71F08V
Customer alleged days down:
Vehicle repair history: 8525 Blower series resistance 6139 Conv. top end piece 7075 Rear side trim 6140 Conv top middle part
02/23/2009 15,000 01/16/2009 15,000 01/16/2009 15,000 01/16/2009 15,000
Requested Information
1) Does this history match your customer records?
2) If not, could you please indicate any additional repairs and days down?
If the vehicle is still at your dealership, please answer the questions below.
3) What is the current diagnosis?
4) What is the ETA on this repair?
If you could please respond within 4 business hours, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Nell Hearns
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 870 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
VWoA Customer CARE Center
Southern Region Case Manager
(248) 754-3417
MILES YEAR/SUBMODEL
E-Mail: nell.hearns@vw.com
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
RCM to wait Dealer e-mail.
ABDULAM
07/31/2009 03:34:29 PM Call To
CA advised VW is still reviewing her request and we will contact her with an update either 8/4 or 8/5. Customer states she wants to add something to the case. Customer states the Dealer has put the wrong oil in the vehicle and it burned 2 quarts of oil in 3k miles. CA advised CA will document this. RCM to follow up with Dealer.
HEARNSN
08/05/2009 02:42:48 PM Call To CHRIS
407403
RCM called Dealer and requested to speak to Service Manager in regards to a repair update. Service Advisor states that Service Manager is on a test drive; states that vehicle is waiting for a mechatronics; part expected week of 08/10; customer was advised; will have Service Manager follow up with RCM. RCM to call customer.
BALDWIA
08/05/2009 05:48:58 PM Voice Mail To
RCM advised we have verified the part we are waiting on is scheduled to be at Dealer next week; we will follow up with dealer and call customer as soon as there is an update but no later than COB on Friday 8-14-09. RCM to follow up with dealer.
AUSTINS
08/06/2009 10:15:07 AM Call From
CA advised: does see that a message was left and the part should be in next week. Customer states: she knows about the part and this is not her concern; she was driving that car for 800 miles with an issue without knowing about it; the Customer has been without her vehicle for a long time and the Customer wants to know what can be done. CA advised: what would the Customer like to see happen in this situation. Customer states: she would like to speak to the RCM. CA advised: will see if the RCM is available. CA to call RCM.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 871 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
AUSTINS
08/06/2009 10:20:57 AM Transfer To Nell
CA transferred Customer to RCM. RCM to continue comment with Customer.
MILES YEAR/SUBMODEL
HEARNSN
08/06/2009 11:56:19 AM Continued Comment With
RCM advised customer that Dealer was contacted as to vehicle repair involving mechatronics; part is expected next week and Service Advisor states that information was communicated to customer. Customer states that part is not the problem; states that she has been waiting almost month for part regarding a transmission component; states last year vehicle was down for an extensive period of time in regards to convertible top concerns; states cannot even enjoy vehicle which she is paying for and unable to commute to FL in her vehicle; seeking to know what is VW going to do for this will be absolutely last VW. RCM advised customer that our goal and obligation is to address concerns within the term of the warranty; we cannot gage or determine when a part will present a shortcoming; mechatronic part that we are awaiting is a VIN specific part which is referred as a vehicle intelligent part built specifically for customer vehicle; RCM had every intention to review for possible forms of compensation which could be offered, as RCM too is a consumer realizing frustration that can arise in having to deal with vehicle concerns; would like to await vehicle repair completion, following up on or before FRI, 08/14/2009 as to update. Customer acknowledged. RCM to wait Dealer call.
DELANDG
08/11/2009 04:23:08 PM Call From Roger Dickson
407403
Service Manager states that the Customer is stating that she is not going to pick up the vehicle because CCC is looking into something for her, and they are not due to get back to her until 8/14. CO advised will gather an update and get back to Service Manager.
DELANDG
08/11/2009 04:25:06 PM Face-To-Face With N. Hearns
CA advised SM is seeking some informaion on the case and nto sure if she would prefer to speak with him or CA can speak wot him. CA was advised to transfer SM to RCM.
DELANDG
08/11/2009 04:25:32 PM Return To Roger Dickson
407403
CA advised will transfer Service Manager to his RCM to discuss any pertinent case information. CA to transfer Service Manager to RCM.
DELANDG
08/11/2009 04:25:54 PM Transfer To N. Hearns
Service Manager was transferred to RCM. RCM to continue with Service Manager.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 872 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
HEARNSN
08/11/2009 04:44:16 PM Continued Comment With ROGER 407403
RCM advised Service Manager expected call back on direct line, per message left with Service Advisor last week; Service Manager states that he did not get message; states that customer vehicle repairs are completed and vehicle is ready for pick up; contacted customer to advise; customer states that she was told that a RCM will follow up on FRI and refusing pick up vehicle as looking for some form of assistance; vehicle payment $649.23; Dealer closing out ticket and need rental vehicle returned. RCM advised that customer was informed that she will be followed up with on or before 08/14; RCM will call customer to advise. RCM to call customer.
HEARNSN
08/11/2009 04:58:18 PM Voice Mail To
RCM LMTRMC advising that Dealer has advised that vehicle repairs are completed and vehicle can be picked up and Dealer rental/loaner returned; advised that customer can follow up with RCM as to request; provided CCC contact and Reference number. RCM to advise that we would like to offer 1 month vehicle payment ($649.23) in lieu of vehicle concerns. RCM to wait customer call.
MULLIGM
08/12/2009 10:24:46 AM Return Call From
***Talk & Type by Janette Marrero*** Customer states: returning RCM call; CA advised: will check and see if RCM is available; if not available will connect to Voicemail; CA to transfer to RCM.
MULLIGM
08/12/2009 10:27:59 AM Transfer To Nell-VM
RCM not available; CA transferred to RCM voicemail; RCM to call customer.
HEARNSN
08/12/2009 01:10:33 PM Voice Mail For
Service Manager LMTRMC in regards to vehicle; states that dad will be picking vehicle up later today from Dealer and seeking update. RCM to call customer.
MURPHYJ
08/12/2009 03:43:45 PM Return Call From
Customer states/seeking: to speak with RCM. CA advised: will see if RCM is available; if not, will transfer to voicemail. CA to transfer to RCM.
MURPHYJ
08/12/2009 03:45:17 PM Transfer To Nell Hearns
CA transfer to RCM. RCM to continue.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 873 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
HEARNSN
08/12/2009 04:03:34 PM Continued Comment To
RCM advised customer that we have reviewed request and will continue to address concerns within the terms of the warranty; advised that we would like to offer 1 month vehicle payment as a goodwill gesture. Customer states that she make $600.00 every 2 weeks and note is $649.00/month; seeking to get out of vehicle; states that she was awaiting for VW to assist; states that vehicle is rarely driven and typically would have 50K in 2 years; states vehicle payment is nothing as she did not have vehicle for over a month; states that she commutes to and from FL and vehicle is not safe to drive; states that GAP did not cover dent and scratches. RCM advised customer that warranty does not provide provisions to cover vehicle payment as customer was provided with a rental/loaner; advised that decision is a corporate decision and will not change; advised that there is a Consumer Protection Brochure which customer can review that is located inside Owner's Manual; advised RCM understanding of GAP insurance is to cover any remaining balance that is owned on vehicle if vehicle is totals; used example that a customer vehicle totaled and valued at $12K which insurance pay; if customer still owes $15K then GAP will cover remaining $3K; may have another Service Contract which includes dents and scratches, nonetheless, Service Contract which are not through VW and customer will need to review with them. Customer states that Dealer sold vehicle at 8.4% and was to be looked at. RCM apologized advising that we do not get involved in any sales negotiations or contractual agreements, this must be handled through Dealer. Customer states that she is seeking for someone to return call with a different decision. RCM advised again decision corporate decision and will not change. Customer demanded call back and disconnected call. RCM to e-mail FOM.
HEARNSN
08/12/2009 05:08:39 PM E-Mail To Lisa Brown
RCM sent FYI e-mail to FOM. RCM to e-mail Med/Arb.
HEARNSN
08/12/2009 05:09:29 PM E-Mail To LINDSAB
RCM sent FYI alert e-mail to Med/Arb. RCM to assign to Supervisor.
HEARNSN
08/12/2009 05:17:37 PM Assigned To CCC
Supervisor to call customer.
HEARNSN
08/12/2009 05:36:57 PM Return Call From Lisa Brown
FOM states received FYI e-mail and correct in VW not assisting customer in request; will continue to address concerns within the terms of the warranty; acknowledged vehicle payment offered, although declined is quite high. Wait Supervisor call.
ROSTEKE
08/13/2009 07:11:39 AM Assigned To LEDESMM
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 874 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
LEDESMM
08/13/2009 11:37:51 AM Voice Mail To
Supervisor LVMM to Customer requesting a call back. Supervisor to wait Customer call.
MILES YEAR/SUBMODEL
LEDESMM
08/14/2009 06:45:55 PM Voice Mail To
Supervisor LVMM to Customer requesting a call back. Supervisor to assign to RCM.
LEDESMM
08/14/2009 06:48:12 PM Assigned To HEARNSN
RCM to review and close.
HEARNSN
08/14/2009 06:49:33 PM Note To CCC
RCM reviewed case and no further action.
STATONJ
08/18/2009 10:23:06 AM Return Call From
Customer states: returning VM from unknown male at CARE; she could not understand his name and no reference number was left. Customer seeking to speak with person who left VMM. CA to research.
STATONJ
08/18/2009 10:23:19 AM Face-To-Face With FALKENA
Supervisor advised that she would take the call. CA to return to Customer.
STATONJ
08/18/2009 10:25:24 AM Face-To-Face With FALKENA
Supervisor advised she would take the Customer call. CA to return to Customer.
STATONJ
08/18/2009 10:26:10 AM Return To
CA advised that person who left message is not available at this time but can transfer Customer to Supervisor. CA to transfer.
STATONJ
08/18/2009 10:26:46 AM Transfer To FALKENA
CA transferred Customer to Supervisor. Supervisor to speak w/Customer.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 875 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
FALKENA
08/18/2009 10:31:14 AM Continued Comment With
Customer states the following: a vehicle payment is not enough for the concerns Customer has been going thru with this vehicle; haven't been able to drive with the top down, as Dealer 407403 has had the vehicle for 5 weeks; Customer does not feel safe in vehicle; there have been scratch concerns and window gasket concerns that Dealer has not taken care of for over a year. Customer is seeking for VW to do something more for this concern. TA advises the following: we do apologize for this very frustrating experience and we are trying to compensate our customer's for this specific concern; we have offered the 1 month vehicle payment in Customer situation, however, we will continue to work within the terms of the warranty; Customer may want to consult the Consumer Protection Pamphlet within the owner's manual for Customer rights. Customer states she may have to hire an attorney, then. TA advises avenues outside of VW at this time, may be what the Customer has to do and we will document that. RCM to review and close.
ZIEHMEC
08/18/2009 10:39:37 AM Note To CCC
RCM reviewed and closed. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 876 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090187604 Recovery
VIN WVWFA71F48V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408159
Pr. Part: 3885-Mechatronics
Pr. Rsn: 81K Mechatronics Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 877 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
EDWARDAM
07/31/2009 09:28:52 AM E-Mail To Eric/SM & Marco/PM
Good Morning All,
408159
MILES YEAR/SUBMODEL
We here at Customer Care are trying to proactively make outbound calls to customers with a mechatronics unit on order to apologize for the delay and to make an attempt to ¿smooth the situation over¿. In order for us to have a knowledgeable conversation with each customer, we are requiring some information from you to help us in this process. Below I've listed the VINs for each mechatronics unit we have on order with your dealership. There are a couple of questions I would need answered in order to assist in our efforts and including to gather the parts information for each.
1. Is the customer in a rental/loaner and if so, how long has the customer been in a rental/loaner? 2. Have you offered the customer any goodwill? Or plan to offer goodwill? - We are not implying that you should make any offers but this information will help us when speaking with these customers. 3. What, if any, arrival date has been communicated to the customer? 4. Any other pertinent information you feel would be helpful?
VIN #: WVWFA71FX8V Part #: Sales Document #: Order Date: Order Type (Stock, Daily, or Red)
VIN #: 3VWXJ81K47M Part #: Sales Document #: Order Date: Order Type (Stock, Daily, or Red)
VIN #: WVWKC71KX8W Part #: Sales Document #: Order Date: Order Type (Stock, Daily, or Red)
VIN #: WVWFA71F48V Part #: Sales Document #:
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 878 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
Order Date:
Order Type (Stock, Daily, or Red)
Please answer these questions for each VIN/customer so we may proceed with contacting these customers. If you could please
respond before the end of the business day, it would be greatly appreciated.
Thank you for your assistance,
Amanda Edwards
RCM to wait Dealer 408159 e-mail.
EDWARDAM
08/03/2009 02:43:22 PM Call To Mildred (asst SM)
408159
RCM advised has not heard back on the e-mail for the parts. Service Advisor advised did print out for Service Manager and apologized he hasn't gotten back to RCM; will go over to parts now to ask about each and call back. RCM to wait Dealer 408159 call or e-mail.
EDWARDAM
08/04/2009 11:04:33 AM Voice Mail To Mildred (asst. SM) 408159
RCM LMTRMC. RCM advised seeking status on part. RCM to wait Dealer 408159 call.
EDWARDAM
08/05/2009 08:31:49 AM Voice Mail From Mildred (Asst. SM) 408159
Service Advisor LVMM. Service Advisor advised part came in 8/1; vehicle was dropped off yesterday morning and their currently still working on the Customer's vehicle; should be completed by Thursday. RCM to assign to CA.
EDWARDAM
08/05/2009 08:32:41 AM Assigned To ABDULAM
ABDULAM
08/05/2009 11:01:12 AM Assigned To MANNAE
ABDULAM
08/06/2009 01:12:19 PM Note To ccc
Part arrived at Dealer. No further contact required. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 879 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090187619 Recovery
WVWBA71F08V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408156
EDWARDAM
07/31/2009 09:43:01 AM E-Mail To Bob/SM & John/PM
408156
Pr. Part: 3885-Mechatronics
Good Morning Bob, John, and Thom
Pr. Rsn: 81K Mechatronics Outbound
As you already know, we here at Customer Care are trying to proactively make outbound calls to customers with a mechatronics unit on order to apologize for the delay and to make an attempt to ¿smooth the situation over¿. In order for us to have a knowledgeable conversation with each customer, we are requiring some information from you to help us in this process. Below I've listed one VIN for a mechatronics unit we have on order with your dealership. There are a couple of questions I would need answered in order to assist in our efforts and including to gather the parts information for each.
1. Is the customer in a rental/loaner and if so, how long has the customer been in a rental/loaner? 2. Have you offered the customer any goodwill at this time? Or plan to offer goodwill? - We are not implying that you should make any offers but this information will help us when speaking with these customers. 3. What, if any, arrival date has been communicated to the customer? 4. Any other pertinent information you feel would be helpful? 5. Is FOM involved?
VIN #: WVWBA71F08V Please answer these questions for each VIN/customer so we may proceed with contacting these customers. If you could please respond before the end of the business day, it would be greatly appreciated. Thank you for your assistance, Amanda Edwards
RCM to wait Dealer 408156 e-mail or call.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 880 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
EDWARDAM
08/03/2009 11:45:18 AM E-Mail From Thom McDevitt
Good morning!
408156
MILES YEAR/SUBMODEL
In response to your query:
No, the customer is not in a rental at this time. They are still driving their car. No goodwill has been offered at this time. We have just received the unit yesterday. I will be calling them by the end of the day. If you would like to speak with them before this, let me know. They seem to be very nice people and haven't caused any uproar at this point. FOM has not been involved at this point.
Call me if you have any problems.
RCM to assign to CO.
EDWARDAM
08/03/2009 11:45:49 AM Assigned To MANNAE
MANNAE
08/04/2009 05:07:22 PM Note To ccc
Part at dealership. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 881 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090187629 Recovery
WVWBA71F78V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408352
EDWARDAM
07/31/2009 09:57:55 AM E-Mail To Gregg/SM & Will/PM
408352
Pr. Part: 3885-Mechatronics
Good Morning All,
Pr. Rsn: 81K Mechatronics Outbound
We here at Customer Care are trying to proactively make outbound calls to customers with a mechatronics unit on order to apologize for the delay and to make an attempt to ¿smooth the situation over¿. In order for us to have a knowledgeable conversation with each customer, we are requiring some information from you to help us in this process. Below I've listed the VINs for each mechatronics unit we have on order with your dealership. There are a couple of questions I would need answered in order to assist in our efforts and including to gather the parts information for each.
1. Is the customer in a rental/loaner and if so, how long has the customer been in a rental/loaner? 2. Have you offered the customer any goodwill? Or plan to offer goodwill? - We are not implying that you should make any offers but this information will help us when speaking with these customers. 3. What, if any, arrival date has been communicated to the customer? 4. Any other pertinent information you feel would be helpful?
VIN #: WVWBA71F78V Part #: Sales Document #: Order Date: Order Type (Stock, Daily, or Red) Please answer these questions for each VIN/customer so we may proceed with contacting these customers. If you could please respond before the end of the business day, it would be greatly appreciated. Thank you for your assistance, Amanda Edwards
RCM to wait Dealer 408352 e-mail.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 882 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
EDWARDAM
08/05/2009 11:09:32 AM Call To Gregg
408352
RCM advised seeking if the part has arrived. Service Manager advised the part is in; the Customer is driving the vehicle as it was still drivable; are attempting to contact the Customer to have them bring the vehicle in; FOM was in yesterday which they got the e-mail to fill their gas tank and detail the vehicle; will take care of them and if anything else will contact RCM. RCM to assign to CA.
EDWARDAM
08/05/2009 11:12:25 AM Assigned To ABDULAM
ABDULAM
08/05/2009 11:41:46 AM Assigned To MANNAE
ABDULAM
08/06/2009 01:15:40 PM Note To ccc
No further action required as part has arrived at the dealer.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 883 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090187640 Customer Relations
WVWBA71F68V
9,990 ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 408252
STATONJ
07/31/2009 10:05:40 AM Call From
Pr. Part: 3885-Mechatronics
Customer states: leased vehicle new from Dealer 408252; vehicle has a transmission concern; vehicle surges from stop; wheels spin; at a stop at the top of a hill the vehicle will roll backwards with foot off the brake; took to Dealer 05/29/09; Dealer advised was ordering a part; it has been two months; Dealer offered Customer an Audi A4 to drive until vehicle was repaired; Customer declined A4 as he feels it is an unreliable vehicle; purchase a convertible so he could put the top down; does not want to give up that feature in order to drive a loaner; still has to make his lease payment with vehicle not operating correctly; feels Dealer is taking too long to get part; called Dealer Monday and again today; has not received a call back yet. Customer seeking to just have his vehicle repaired. CO advised: VW is committed to repairing the vehicle as quickly as possible; an Audi A4 is a reliable vehicle and seems a reasonable offer of alternate transportation; cannot promise VW will be able to provide with a convertible loaner; Dealer is most likely not responsible for any parts delay; CARE can review repair and parts status with Dealer and call Customer back with an update by EOB 08/01/09. CO to escalate to RCM.
STATONJ
07/31/2009 10:13:53 AM Assigned To RCM
Customer seeking Dealer 408252 to receive part sooner and repair transmission concern; did not accept the offer of an Audi A4
loaner as he did not trust the reliability of A4 and wanted a convertible; Dealer ordered part around 05/29/09. Please call Customer
by EOB 08/01/09 at
any time. RCM to research.
HAWLEYD
07/31/2009 10:21:02 AM Assigned To HAWLEYD
Assigned for handling.
Pr. Rsn: T03 Auto/Hybrid Slips/shifts erratically
Inquiry
Part: 3885-Mechatronics Rsn: 37A Lease Payment
Inquiry
408252
Part: LEAS-LEASE AND LOAN PAYMENT
Rsn: 69C Dealer Referred Customer to CARE
Complaint 408252
Part: 3885-Mechatronics Rsn: 04Q Order Fill Time
HAWLEYD
08/03/2009 01:47:55 PM Call To Michele (assistant to mgr) 408252
RCM advised service advisor of the customer's concerns. Service advisor advised that the mechatronics until arrived on Friday 7/31/09 and the customer is already scheduled to come in and drop off the vehicle. Service advisor advised that the mechatronics unit was ordered on 5/29/09. RCM advised that if the customer is seeking a vehicle payment to please provide it to him. Service advisor advised that the service manager handles that and he is on vacation. RCM advised to direct the customer back to RCM if they are seeking a vehicle payment. RCM to contact customer.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 884 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
HAWLEYD
08/03/2009 01:56:23 PM Call To
RCM advised customer that this is a follow up call in regard to his vehicle. RCM advised that we understand that he called on Friday and the part arrived to the dealer on Friday. Customer states that he is having the part installed tomorrow. RCM advised customer if he has any further questions he is welcome to call back. No further action.
CLAYTOY
08/12/2009 04:50:52 PM Return Call To
Customer states he is was told to speak with the RCM regarding the customer getting a free vehicle payment. CO advised the customer the CA would transfer to RCM and if the RCM is not available the customer could leave a voicemail message. CA to transfer to RCM.
CLAYTOY
08/12/2009 04:53:33 PM Transfer To Ms Hawley
Transfer to RCM.
HAWLEYD
08/13/2009 10:33:04 AM Call From Godfrey (assistant to mgr) 408252
Service advisor advised that the vehicle has been repaired and returned to the customer. Service advisor advised that the mechatronics was originally ordered on 5/29/09, but the customer drove his vehicle until 6/24/09. RCM advised that we will be offering the customer 1 month vehicle payment. RCM to contact customer.
HAWLEYD
08/13/2009 11:33:32 AM Call To
RCM contacted customer and advised that we would assist with 1 month vehicle payment. RCM advised customer to continue to make his payments and that it will take us about 30 days to process a payment to VCI once we receive his information. No further action pending customer fax.
MARASHS
08/17/2009 01:54:19 PM FAX From
Fax in Doc Center.
Daub
PRENTIM
08/17/2009 02:21:57 PM Note To CCC
RC generated EFT to VCI in the amount of $425.52 for one vehicle payment as Goodwill gesture for downtime of vehicle.
CR_BATCH
08/22/2009 04:00:46 AM Note To PRENTIM
Amount for $ 425.52 was Posted on 08/21/2009. AP reference number: 40044322
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 885 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090187808 Customer Relations
WVWBA71F58V
20,209
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408151
EDWARDAM
07/31/2009 01:30:12 PM Call To Reinaldo Cruz
408151
Pr. Part: 3885-Mechatronics
Service Manager advised this Customer has a very bad mechatronics case to the point the vehicle could not even be driven; it was shifting very hard and would jerk really hard as well; the part just came in today as it was ordered 6/9/2009; the vehicle had 16,725 on it when it was first brought in; they are completing the repairs, but want to compensate the Customer; seeking to provide a 20K mile maintenance to the Customer for the downtime. RCM advised seeking how much that would cost. Service Manager advised it's $450 for the 20K mile maintenance. RCM advised would agree and will notify FOM of this. RCM to contact field.
Pr. Rsn: T01 Auto/Hybrid Shifts roughly
Inquiry
408151
Rsn: 33R Dealer Calling In
EDWARDAM
07/31/2009 04:40:21 PM E-Mail To Anthony Martinez
RCM sent goodwill approval to FOM on offering to cover 20K mile maintenance due to waiting on mechatronics unit. No Further Action.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 886 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090187890 Mediation/Arbitration WVWFA71FX8V
13,000
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicUealelntCekMnoooddweenl
401057
LINDSAB
07/31/2009 01:53:56 PM Attached Mail From
Pr. Part: 3511-Mechatronic
Atty mailed demand letter. Atty seeks repurchase or replacement under MA LL. Atty alleges concerns with transmission (mechatronic) causing veh to chug. Veh financed through VCI. Atty failed to provide ro's or financial contracts for review.
Pr. Rsn: T05 Auto/Hybrid Shifts up/down too often
LINDSAB
07/31/2009 02:05:09 PM Assigned To MICKLUL
Reassigned.
MICKLUL
08/10/2009 02:27:28 PM Attached Mail From
duplicate copy of demand letter.
Unknown 401057
Part: SCV1-SPECIAL CODE -CORPORATE USE ONLY
Rsn: T05 Auto/Hybrid Shifts up/down too often
MICKLUL
08/10/2009 02:34:32 PM Call To Patrick Collins
401057
Owner picked up the vehicle on 7/23. 1 month vehicle payment was sent to the owner. Patrick was going to provide another month but he only had the one statement. Advised Patrick I will offer reimbursement for 1 more month's payment.
Unknown Rsn: 82E Parts Delay
MICKLUL
08/10/2009 02:43:53 PM E-Mail To George Kaniwec
See attached demand letter. I spoke to Patrick Collins and he said the owner picked up the vehicle on 7/23 and the dealer reimbursed them for 1 vehicle payment. Patrick was going to provide 2 payments but he only received the payment statement for 1 month not two.
In response to the letter I will offer 1 more vehicle payment as a goodwill gesture if that's ok with you.
MICKLUL
08/10/2009 03:36:55 PM E-Mail From George Kaniwec
Ok Let me know if he accepts.
MICKLUL
08/10/2009 03:37:35 PM Mail To
Vehicle currently repaired. Offer of reimbursement for 1 vehicle payment.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 887 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
BENSONE
08/12/2009 01:22:12 PM Note To ccc
Scanned file into doc center
MICKLUL
08/26/2009 07:13:53 AM Attached Mail From
Vehicle payment statement received.
MICKLUL
08/26/2009 07:19:40 AM Approved By lm
Check request to owner for reimbursement of 1 vehicle payment.
ANGERK
08/31/2009 01:17:32 PM Assigned To MICKLUL
Check #
for amount $633.56 received.
Forwarded check to advocate for handling.
MICKLUL
09/03/2009 09:49:02 AM Mail To
Check to owner.
BENSONE
09/04/2009 03:10:19 PM Note To ccc
Scanned file into doc center
MILES YEAR/SUBMODEL
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 888 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090189134 Mediation/Arbitration WVWBA71F18V
16,373
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicUealelntCekMnoooddweenl
407460
GELFUSB
08/03/2009 08:31:49 AM Attached Mail From Alex Simanovsky
Pr. Part: 3511-Mechatronic
Rec'd demand from atty, listed concerns as electrical, water leak, airbag light and drivability. Per prev case, cust veh was in waiting for mechatronics. Level 1 closed out their case because the cust threatened with atty.
Pr. Rsn: 56E Hesitation Unknown
GELFUSB
08/03/2009 08:36:50 AM Call To Nathan
407460
Rsn: 82E Parts Delay
The veh was picked up on 7/30, veh was there from 6/3-7/30. No one offered him anything as far as payments or reimb because he started saying he was going to sue.
Unknown 407460
GELFUSB
08/03/2009 09:24:56 AM FAX To Alex Simanovsky
Sent offer for $3500 to owner and $1500 to atty, cash settlement.
Part: SCV1-SPECIAL CODE -CORPORATE USE ONLY
GELFUSB
Bonnie,
08/13/2009 08:46:20 AM E-Mail From Alex Simanovsky
Rsn: 54Q Extensive Repair History
Are you in receipt of the RO dated 7.28.09 from Gossett VW? Vehicle went in again for same concerns. Demand is for repurchase of the vehicle. Please let me know.
Thanks, Alex
GELFUSB
08/13/2009 08:55:52 AM E-Mail To Alex Simanovsky
Alex, based on what I have and what the dealer told me, the vehicle was in one time, it did not come in after the mechatronics unit was replaced. That RO was opened in June and closed July 30. Do you have something different?
GELFUSB
09/03/2009 04:07:19 PM E-Mail From Alex's office
Seeking update.
GELFUSB
09/03/2009 04:07:31 PM E-Mail To Alex
Resent last offer and advised this was our final offer.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 889 of 2772
09/23/2009
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GELFUSB
09/15/2009 12:39:58 PM Attached Mail From Alex Simanovsky
Rec'd signed acceptance.
ANGERK
09/17/2009 01:19:22 PM Assigned To GELFUSB
Check #
for amount $3,000.00 received.
Forwarded check to advocate for handling.
ANGERK
09/17/2009 01:19:22 PM Assigned To GELFUSB
Check #
for amount $1,500.00 received.
Forwarded check to advocate for handling.
GELFUSB
09/18/2009 07:35:02 AM Mail To Alex Simanovsky
Sent settlement checks EON.
GELFUSB
09/21/2009 10:35:46 AM Attached Mail From Alex Simanovsky &
Rec'd orig signed acceptance.
MILES YEAR/SUBMODEL
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 890 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090189136 Recovery
WVWBA71F28V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
405073
JANSSEL
08/03/2009 08:39:15 AM E-Mail To Ron V, Joe H.
405073
Pr. Part: 3885-Mechatronics
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Pr. Rsn: 55J Outbound
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F28V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help. Lisa Janssens RCM to wait dealer 405073 email.
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09/23/2009
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JANSSEL
08/03/2009 10:29:45 AM E-Mail From Joe Healey
405073
Lisa, This vehicle came in on 07/02/2009 for a concern of a shaking/hesitation on acceleration; we had performed diagnostics and found that the mechatronic unit had failed once we had established a VTA contact. The parts were ordered and the vehicle had been released; parts arrived and the car came in on 07/31/2009 and was completed this weekend (it is waiting to be picked up). Under the circumstances, we did not see fit to offer any goodwill; the customer was provided with a loaner vehicle while repairs were being performed. Thanks, Joseph Healey No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 892 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090189182 Recovery
WVWBA71F48V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408150
EDWARDAM
08/03/2009 09:36:39 AM Note To Mechatronics
Pr. Part: 3885-Mechatronics
174 E00408150 000-325-025X-ZCE MECHATRON. 6/25/09 1033560 41817 1005787282 9092604637 6/25/2009 7/17/2009 WVWBA71F is expected to be available Early August. 26
Pr. Rsn: 81K Mechatronics Outbound
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EDWARDAM
08/03/2009 01:29:24 PM E-Mail To Evan
Hi Evan,
408150
MILES YEAR/SUBMODEL
As you may already know, we here at Customer Care are trying to proactively make outbound calls to customers with a mechatronics unit on order to apologize for the delay and to make an attempt to ¿smooth the situation over¿. In order for us to have a knowledgeable conversation with each customer, we are requiring some information from you to help us in this process. Below I've listed one VIN for a mechatronics unit we have on order with your dealership. There are a couple of questions I would need answered in order to assist in our efforts and including to gather the parts information for each.
1. Has the part arrived? 2. If not, is the customer in a rental/loaner and if so, how long has the customer been in a rental/loaner? 3. Have you offered the customer any goodwill at this time? Or plan to offer goodwill? - We are not implying that you should make any offers but this information will help us when speaking with these customers. 4. What, if any, arrival date has been communicated to the customer? 5. Any other pertinent information you feel would be helpful? 6. Is FOM involved?
VIN #: WVWBA71F48V VIN #: WVWFA71F38V VIN #: WVWBA71F48V VIN #: 3VWRA71KX8M Please answer these questions for each VIN/customer so we may proceed with contacting these customers. If you could please respond before the end of the business day, it would be greatly appreciated. Thank you for your assistance, Amanda Edwards
RCM to wait Dealer 408150 e-mail or call.
EDWARDAM
08/03/2009 01:34:12 PM Return Call From Evan
408150
Service Manager advised they have offered a rental vehicle on many occasions and has had several arguments with her but she wanted her vehicle; has given 2 lease payments for goodwill; detailed the vehicle for her and oil change; part did arrive and completed on Friday; was also delivered to her; now is satisfied. RCM to assign to CO.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 894 of 2772
09/23/2009
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EDWARDAM
08/03/2009 01:45:45 PM Assigned To MANNAE
ZIEHMEC
08/03/2009 02:01:10 PM Note To CCC
RCM reviewed and closed as part is in. No further action.
MILES YEAR/SUBMODEL
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 895 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090189185 Recovery
WVWBA71F48V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408150
EDWARDAM
08/03/2009 09:38:39 AM Note To Mechatronic
Pr. Part: 3885-Mechatronics
176 E00408150 000-325-025- X-ZCE MECHATRON. 7/24/09 1066855 RO
44515 1005881869 9093104546 40023 40023 WVWBA71F48V
8/7/09 Part is expected to be available Early
August. 6
Pr. Rsn: 81K Mechatronics Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 896 of 2772
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EDWARDAM
08/03/2009 01:29:53 PM E-Mail To Evan
Hi Evan,
408150
MILES YEAR/SUBMODEL
As you may already know, we here at Customer Care are trying to proactively make outbound calls to customers with a mechatronics unit on order to apologize for the delay and to make an attempt to ¿smooth the situation over¿. In order for us to have a knowledgeable conversation with each customer, we are requiring some information from you to help us in this process. Below I've listed one VIN for a mechatronics unit we have on order with your dealership. There are a couple of questions I would need answered in order to assist in our efforts and including to gather the parts information for each.
1. Has the part arrived? 2. If not, is the customer in a rental/loaner and if so, how long has the customer been in a rental/loaner? 3. Have you offered the customer any goodwill at this time? Or plan to offer goodwill? - We are not implying that you should make any offers but this information will help us when speaking with these customers. 4. What, if any, arrival date has been communicated to the customer? 5. Any other pertinent information you feel would be helpful? 6. Is FOM involved?
VIN #: WVWBA71F48V VIN #: WVWFA71F38V VIN #: WVWBA71F48V VIN #: 3VWRA71KX8M Please answer these questions for each VIN/customer so we may proceed with contacting these customers. If you could please respond before the end of the business day, it would be greatly appreciated. Thank you for your assistance, Amanda Edwards
RCM to wait Dealer 408150 e-mail or call.
EDWARDAM
08/03/2009 01:32:20 PM Return Call From Evan
408150
Service Manager advised Customer is driving his vehicle, condition is not that bad; no goodwill offered currently; only been waiting about a week and half for the part. RCM to assign to CO.
EDWARDAM
08/03/2009 01:46:33 PM Assigned To MANNAE
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 897 of 2772
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MANNAE
08/04/2009 05:16:46 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made his vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to his vehicles repairs he can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 898 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090189187 Recovery
WVWFA71F38V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408150
EDWARDAM
08/03/2009 09:39:40 AM Note To Mechtronics
Pr. Part: 3885-Mechatronics
177 E00408150 000-325-025- X-ZDE MECHATRON. 7/27/09 1066833 RO
44583 1005883993 9093104523 40023 40023 WVWFA71F38V
8/7/09 Part is expected to be available Early
August. 3
Pr. Rsn: 81K Mechatronics Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 899 of 2772
09/23/2009
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VIN
EDWARDAM
08/03/2009 01:29:39 PM E-Mail To Evan
Hi Evan,
408150
MILES YEAR/SUBMODEL
As you may already know, we here at Customer Care are trying to proactively make outbound calls to customers with a mechatronics unit on order to apologize for the delay and to make an attempt to ¿smooth the situation over¿. In order for us to have a knowledgeable conversation with each customer, we are requiring some information from you to help us in this process. Below I've listed one VIN for a mechatronics unit we have on order with your dealership. There are a couple of questions I would need answered in order to assist in our efforts and including to gather the parts information for each.
1. Has the part arrived? 2. If not, is the customer in a rental/loaner and if so, how long has the customer been in a rental/loaner? 3. Have you offered the customer any goodwill at this time? Or plan to offer goodwill? - We are not implying that you should make any offers but this information will help us when speaking with these customers. 4. What, if any, arrival date has been communicated to the customer? 5. Any other pertinent information you feel would be helpful? 6. Is FOM involved?
VIN #: WVWBA71F48V VIN #: WVWFA71F38V VIN #: WVWBA71F48V VIN #: 3VWRA71KX8M Please answer these questions for each VIN/customer so we may proceed with contacting these customers. If you could please respond before the end of the business day, it would be greatly appreciated. Thank you for your assistance, Amanda Edwards
RCM to wait Dealer 408150 e-mail or call.
EDWARDAM
08/03/2009 01:33:03 PM Return Call From Evan
408150
Service Manager advised Customer is driving their vehicle, condition not bad to be able to drive it; no goodwill offered at this time; only been waiting a week and half for the part. RCM to assign to CA.
EDWARDAM
08/03/2009 01:48:44 PM Assigned To MANNAE
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 900 of 2772
09/23/2009
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MANNAE
08/04/2009 05:19:14 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made his vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to his vehicles repairs he can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 901 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090189200 Recovery
WVWFA71F68V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408160
EDWARDAM
08/03/2009 09:49:14 AM Note To Mechatronics
Pr. Part: 3885-Mechatronics
191 E00408160 02E-325-025-AD-ZCE MECHATRON. 7/28/09 1066832 12689 1005884645 9093104522 40023 400 is expected to be available Early August. 2
Pr. Rsn: 81K Mechatronics Outbound
EDWARDAM
08/03/2009 01:18:40 PM E-Mail To John Moutopoulos
408160
Hi John, I have another one for you today. Below I've listed one VIN for a mechatronics unit we have on order with your dealership. There are a couple of questions I would need answered in order to assist in our efforts and including to gather the parts information for each. VIN #: WVWFA71F68V 1. Is the customer in a rental/loaner and if so, how long has the customer been in a rental/loaner? 2. Have you offered the customer any goodwill at this time? Or plan to offer goodwill? - We are not implying that you should make any offers but this information will help us when speaking with these customers. 3. What, if any, arrival date has been communicated to the customer? 4. Any other pertinent information you feel would be helpful? 5. Is FOM involved? Please answer these questions for VIN/customer so we may proceed with contacting these customers. If you could please respond before the end of the business day, it would be greatly appreciated. Thank you for your assistance, Amanda Edwards
RCM to wait Dealer 408160 e-mail.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 902 of 2772
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EDWARDAM
08/04/2009 08:48:14 AM E-Mail From John M.
Hi Amanda This customer is cool. He is driving his car. No goodwill needed..........yet. We do not have a ETA on the part. I spoke with the customer this morning. He is fine for now. John
RCM to assign to CA.
EDWARDAM
08/04/2009 08:50:29 AM Assigned To MANNAE
408160
MILES YEAR/SUBMODEL
MANNAE
08/04/2009 05:25:01 PM Call To
CO spoke with customer and apologized for her inconvenience in waiting for part, appreciate patience, inquired if she was ok with driving vehicle. Customer states she is comfortable driving vehicle long as it's safe, states she was just bothered with the fact that it took dealership a day and half to diagnosis concerns, seeking when part should arrive. CO advised looking to have part shipped by end of this week, advised should customer feel vehicle symptoms got worse and was looking to get into a rental may contact 408160 or VW CCC at 800-444-8982. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 903 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090189203 Recovery
WVWFA71F08V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408319
EDWARDAM
08/03/2009 09:51:08 AM Note To CCC
Pr. Part: 3885-Mechatronics
225 E00408319 000-325-025-
X-ZCE MECHATRON. 7/27/09 1065538 199530 1005878662 9093104339 40022 40021 WVWFA71F08V
8
is expected to be available Early August. 2
Pr. Rsn: 81K Mechatronics Outbound
EDWARDAM
08/03/2009 01:24:00 PM E-Mail To Peter/SM & Richard/PM 408319
Hi Peter & Richard, As you may already know, we here at Customer Care are trying to proactively make outbound calls to customers with a mechatronics unit on order to apologize for the delay and to make an attempt to ¿smooth the situation over¿. In order for us to have a knowledgeable conversation with each customer, we are requiring some information from you to help us in this process. Below I've listed one VIN for a mechatronics unit we have on order with your dealership. There are a couple of questions I would need answered in order to assist in our efforts and including to gather the parts information for each.
1. Is the customer in a rental/loaner and if so, how long has the customer been in a rental/loaner? 2. Have you offered the customer any goodwill at this time? Or plan to offer goodwill? - We are not implying that you should make any offers but this information will help us when speaking with these customers. 3. What, if any, arrival date has been communicated to the customer? 4. Any other pertinent information you feel would be helpful? 5. Is FOM involved?
VIN #: WVWFA71F08V VIN #: WVWFV71K68W Please answer these questions for each VIN/customer so we may proceed with contacting these customers. If you could please respond before the end of the business day, it would be greatly appreciated. Thank you for your assistance, Amanda Edwards
RCM to wait Dealer 408319 e-mail.
EDWARDAM
08/05/2009 10:31:43 AM Voice Mail To Peter Lomando
RCM LMTRMC. RCM to wait Dealer 408319 call.
408319
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 904 of 2772
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MANNAE
08/10/2009 10:25:54 AM Voice Mail To Peter
CA LMTRMC. CA/RCM to wait dealer call.
408319
MILES YEAR/SUBMODEL
EDWARDAM
08/10/2009 01:41:34 PM Voice Mail From Peter Lomando
Service Manager LVMM. RCM to call Dealer 408319.
408319
EDWARDAM
08/10/2009 01:43:13 PM Voice Mail To Peter Lomando
408319
RCM LMTRMC. RCM advised CA attempted to reach him earlier today about 2 mechatronics case; provided Customer's names and VIN #'s; seeking if part arrived. RCM/CA to wait Dealer 408319 call.
EDWARDAM
08/10/2009 04:23:31 PM Return Call From Peter Lomando
408319
Service Manager advised the part is in; Customer has appointment for tomorrow to bring the vehicle in. RCM to assign to CA.
EDWARDAM
08/10/2009 04:24:44 PM Assigned To MANNAE
MANNAE
08/11/2009 09:37:28 AM Note To ccc
CO reviewed case. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 905 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090189209 Customer Relations
WVWFA71F08V
15,000 ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 408353
EDWARDAM
08/03/2009 09:54:02 AM Note To Mechatronics
Pr. Part: 3885-Mechatronics
229 E00408353 02E-325-025-AD-ZCE MECHATRON. 7/28/09 1066847 188117 1005881812 9093104538 40023 40 is expected to be available Early August. 2
Pr. Rsn: 56E Hesitation Suggestion 408353
EDWARDAM
08/03/2009 01:53:27 PM E-Mail To Terry Pine
Hi Terry,
408353
As you may already know, we here at Customer Care are trying to proactively make outbound calls to customers with a mechatronics unit on order to apologize for the delay and to make an attempt to ¿smooth the situation over¿. In order for us to have a knowledgeable conversation with each customer, we are requiring some information from you to help us in this process. Below I've listed one VIN for a mechatronics unit we have on order with your dealership. There are a couple of questions I would need answered in order to assist in our efforts and including to gather the parts information for each.
1. Is the customer in a rental/loaner and if so, how long has the customer been in a rental/loaner? 2. Have you offered the customer any goodwill at this time? Or plan to offer goodwill? - We are not implying that you should make any offers but this information will help us when speaking with these customers. 3. What, if any, arrival date has been communicated to the customer? 4. Any other pertinent information you feel would be helpful? 5. Is FOM involved?
Part: LEAS-LEASE AND LOAN PAYMENT
Rsn: 37A Lease Payment
Complaint 408353 Part: 6121-Molding Rsn: X30 Molding loose
trunk/hatch
Complaint 408353 Part: 4440-Tire Rsn: H97 Tire Pressure
Monitor
VIN #: WVWFA71F08V Please answer these questions for each VIN/customer so we may proceed with contacting these customers. If you could please respond before the end of the business day, it would be greatly appreciated. Thank you for your assistance, Amanda Edwards
Inquiry
408353
Part: 3885-Mechatronics
Rsn: 81K Mechatronics Outbound
RCM to wait Dealer 408353 e-mail.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 906 of 2772
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EDWARDAM
08/03/2009 02:48:11 PM E-Mail From Terry Pine
Hi Amanda, Customer is driving their own vehicle until part arrives. We have not offered any goodwill. The customer has not been given any date for repair. FOM not involved. Terry
RCM to assign to CA.
EDWARDAM
08/03/2009 02:48:25 PM Assigned To MANNAE
408353
MILES YEAR/SUBMODEL
MANNAE
08/04/2009 05:21:35 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
WHEELEK
08/17/2009 01:56:37 PM Call From
Customer states: vehicle is currently at the dealer (408353); Original owner; Customer leased from VCI/ $500.00; This customer/family has owned 1 vehicle(s); maintains the vehicles at our dealers; services the vehicle as recommended; has experienced multiple vehicle issues; the vehicle will jerk and hesitates; the tire is low air and there is a crack plastic piece for the trunk; Customer is seeking/expecting for VW to put her into another convertible/get her out of the lease, or receive compensation for her inconvenience; this customer perceives this to be a premature failure; working with dealer 408353; she is in a rental vehicle, but they are required to purchase insurance; she is paying $11.00 per day for the insurance; the is the 2nd time the vehicle has been at the dealer for a long period of time; she previously had a VW representative get involved with her convertible top; she loves the vehicle, but feels it has too many "small" problems, and now this is a major problem. CA advised: VW left a voice mail message to advise we are aware of your current transmission concern; apologize that you are also having 2 other vehicle concerns; will make sure the dealer is aware of all of your concerns; due to the nature of your concerns, will forward your request for research; will receive an update by COB, Tuesday, 8-18-2009. CO to research customer's request (s).
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 907 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
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MILES YEAR/SUBMODEL
WHEELEK
08/17/2009 02:14:06 PM Note To MannaE
Part arrived on Friday, vehicle is currently at the dealer. Please research customer's request in the previous note; also, customer states the TPMS light is on, "low on air" message; there is a plastic part in the trunk, which is cracked; the dealer may not be aware of this concerns; also customer, is in a rental, and is required to pay insurance; can be reached on cellular number between 8-5. CO to research.
MANNAE
08/17/2009 03:04:53 PM Assigned To RCM-Eastern
Please review customer vehicle concerns per Wheelk notes are being addressed and inquire on rental insurance on loaner. CO to e-mail dealer.
EDWARDAM
08/17/2009 03:56:59 PM Assigned To EDWARDAM
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 908 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
EDWARDAM
08/17/2009 04:01:50 PM E-Mail To Terry Pine
***** Email to tlpine@optonline.net; ***** ACTION REQUIRED: Service Experience @ 408353
408353
MILES YEAR/SUBMODEL
Hi Terry: The following customer has contacted Customer CARE regarding feedback with their service experience. Please review the details below:
Customer Name: Model Year/Model: 2008 Eos VIN: WVWFA71F08V
Customer concern: Customer states: vehicle is currently at the dealer (408353) for concerns of the vehicle jerking and hesitates; Dealer advised the part came in on Friday (mechatronic unit); the tire is low air and there is a crack plastic piece for the trunk as well; she is in a rental vehicle, but they are required to purchase insurance so she is paying $11.00 per day for the insurance; the is the 2nd time the vehicle has been at the dealer for a long period of time; she previously had a VW representative get involved with her convertible top; she does love the vehicle, but feels it has too many "small" problems, and now this is a major problem.
The customer is seeking the following: VW to put her into another convertible/get her out of the lease or receive compensation for her inconvenience.
If you could please respond within 4 business hours, it would be greatly appreciated and any details on the repairs are welcome. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Amanda Edwards
RCM to wait dealer 408353 e-mail or call.
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
EDWARDAM
08/18/2009 01:57:41 PM Call To David Gold
408353
RCM advised seeking to speak with Service Manager Terry Pine. Service Advisor advised he is on vacation this week, but can assist. RCM advised this Customer has been waiting on a mechatronics unit; seeking if this has been completed. Service Advisor advised that was done yesterday. RCM advised of Customer's other concerns and if they were aware of them. Service Advisor advised was not aware of these and Customer may need to point them out to them to be clear on them. RCM advised seeking to confirm the rental insurance if it's covered or the Customer's responsibility. Service Advisor advised doesn't really know but that is usually something the Customer purchase as warranty covers $25 a day. RCM advised seeking if we have offered any compensation to this Customer. Service Advisor advised is not aware of any compensation being provided to her. RCM advised seeking about previous convertible top warranty repairs. Service Advisor advised one time they found she is a realtor and had put a metal sign into the trunk with the top down; when she went to put the top up it messed up the convertible top functionality and got jammed; she did pay for the repairs as it was caused by outside influence; the time before that QTM was involved and under warranty. RCM to assign to CO.
EDWARDAM
08/18/2009 02:15:33 PM Assigned To MANNAE
Please reference previous case note; Confirm with Customer if her other concerns have been addressed as Dealer wasn't sure and she may need to point them out to Dealer to have them repaired; we will continue to work within the terms of the warranty, but would like to offer a vehicle payment for the inconvenience of waiting for the mechatronics unit. CO to call Customer.
MANNAE
08/18/2009 03:18:02 PM Voice Mail To
CO LMTRMC. If/when customer calls please advise we have reviewed her concerns and understand vehicle has been repaired, advise we did make dealership aware of her concerns with TPMS and plastic part in the trunk, which is cracked and they weren't aware customer had further concerns, advise customer would need to address vehicle concerns with dealership so they can perform diagnosis, apologize for any inconvenience and advised VW will continue to work within the terms of the LNVW warranty and would like to offer customer one month vehicle payment for inconvenience, ask customer to mail or fax copy of VW Credit statement to process vehicle payment, which can take 4-6 weeks to post on her account. CO to wait customer call.
YOUNGLI
08/18/2009 04:53:37 PM Return Call From
Customer advised, CO had called her, she is calling back. CA advised, information from note VM to owner 8/18, advised, fax number (6504) will take 24 to 48 hours for us to receive a fax, will take 4-6 weeks to see payment applied to account. Customer stated, she will get and fax over her statement. CO to review and close.
MANNAE
08/18/2009 05:57:53 PM Note To ccc
CO reviewed case. No further action.
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
WILLIAC2
08/19/2009 12:18:41 PM FAX From
Fax in doc center.
WILLIAC2
08/19/2009 12:19:11 PM Assigned To EDWARDAM
MILES YEAR/SUBMODEL
EDWARDAM
08/19/2009 12:30:23 PM Note To check request
847815226 WVWFA71F08V mechatronics unit. Total = $500.96
VW to credit one month's lease payment due to length of time waiting for
RCM to wait check.
CR_BATCH
08/27/2009 04:00:52 AM Note To EDWARDAM
Amount for $ 500.96 was Posted on 08/26/2009. AP reference number: 40044826
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090189248 Recovery
WVWFA71F68V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
407218
ZIEHMEC
08/03/2009 10:29:26 AM E-Mail To Hershell
407218
Pr. Part: 3885-Mechatronics
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Pr. Rsn: 55J Outbound
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWFA71F68V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait dealer 407218 e-mail.
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
08/03/2009 02:06:15 PM Call From Hershell
407218
Service Manager states: wrong part was ordered; customer is not in rental or loaner vehicle; no goodwill; no ETA listed. RCM to assign to CO.
ZIEHMEC
08/03/2009 02:07:10 PM Assigned To MANNAE
RCM assigned to CO. CO to call customer.
MANNAE
08/04/2009 05:43:52 PM Call To
CO attempted to call customer and phone was making beeping signal. CO to call dealer.
MANNAE
08/04/2009 05:49:19 PM Call To Ed
407218
SA provided customer correct contact and states part was ordered 7-31-09. CO to call customer.
MANNAE
08/04/2009 05:50:43 PM Voice Mail To
Message stated it was suzanne. CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call. CO to call dealer to see if they had any other number on file.
MANNAE
08/04/2009 05:56:23 PM Call To Ed
SA states only number they have for customer. No further action.
407218
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090189328 Mediation/Arbitration WVWBA71F38V
14,914
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicUealelntCekMnoooddweenl
403150
CRUSEJ
08/03/2009 11:25:33 AM Attached Mail From Arne Wadenstiern
Pr. Part: 3511-Mechatronic
FOM requests SOC for Customer due to parts delay for mechatronics unit, 38 days down. FOM provides repl VIN:
WVWBA71F99V
FOM requests offer letter be faxed to Customer.
Pr. Rsn: 41Q Availability Unknown 403150
CRUSEJ
08/03/2009 11:53:48 AM FAX To
Part: 3511-Mechatronic
repl offer letter.
Rsn: H22 Technical Issue (Med/Arb only)
CRUSEJ
08/03/2009 11:54:23 AM Attached Mail From Arne Wadenstierna
dropped duplicate.
CRUSEJ
08/04/2009 12:13:07 PM Attached Mail From
Unknown 403150
Part: SCV2-SPECIAL CODE -CORPORATE USE ONLY
Rec'd signed acceptance.
CRUSEJ
08/04/2009 12:27:09 PM Note To replacement
Rsn: 43Q Repurchase/Replacement(Me Only)
WVWBA71F99V
CRUSEJ
08/04/2009 12:41:20 PM E-Mail To Distribution
credit/rebill.
CRUSEJ
Hello,
08/04/2009 01:03:29 PM E-Mail From Sue Pritchard
Distribution completed their process.
CRUSEJ
08/07/2009 03:52:00 PM Attached Mail From Crystsal Batstra
Rec'd MCO-Invoice.
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
CRUSEJ
08/07/2009 03:53:36 PM Assigned To KORTHA
Arnie Wadensteirna is the FOM. VCI lease. Non-conformity is 30+ days down awaiting mechatronics unit. Kings Volkswagen is the transaction dealer. Customer represented by self.
KORTHA
08/10/2009 12:11:34 PM Voice Mail To Susan Title clerk
LMTRMC seeking to know if MCO we have is correctly filled out.
403150
CRUSEJ
08/10/2009 02:15:38 PM Assigned To CRUSEJ
CRUSEJ
Crystal,
08/10/2009 02:16:34 PM E-Mail To Crystal Batstra
I need a new MCO for this one. I will destroy the one you just sent.
Please state Volkswagen Credit Leasing, Ltd., 1401 Franklin Blvd, Libertyville, IL 60048 as owner on the back of the MCO.
Please send MCO and invoice to me.
CRUSEJ
08/12/2009 02:00:09 PM Attached Mail From Crystal Batstra
rec'd corrected MCO.
CRUSEJ
08/12/2009 02:00:34 PM Assigned To KORTHA
I put the corrected MCO in the folder and placed the folder in your in box.
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
KORTHA
08/13/2009 07:31:39 AM E-Mail To Arne W.
Hi Arne,
RE:
replacement Orig Vin: WVWBA71F38V
Repl: WVWBA71F99V
@ 403150
I'm new to this region so going to need some extra direction on your closings! Do I send the paperwork to you or do you have a
accountable dealer contact? If you do the closing, do I set the time/date-if so just let me know your availability? If the dealer does
the deal, please provide the contact person and their contact info.
Best Regards,
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 916 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
KORTHA
08/13/2009 08:42:04 AM E-Mail From Arne Wadenstierna
Hey Alicia,
Thanks for facilitating this! In light of my upcoming schedule, please send the paperwork to the Dealership in care of:
Greg Orlett, Service Manager
Kings Volkswagen of Loveland
10575 Loveland Madeira Road
Loveland, OH 45140
The Dealership¿s phone # is 513-677-2710¿Note that Greg is on vacation this week & will return Monday. I¿ve cc¿d Service
Consultant Scott Johnson, who can contact the Customer & set up the closing. Scott/Greg: Please let me know the time/date of
closing as I'd like to be there if possible.
Arne Wadenstierna
CER 38 FOM
C: 614-886-1230
_____________________________________________
From: Korth, Alicia
Sent: Thursday, August 13, 2009 7:32 AM
To: Wadenstierna, Arne
Subject:
@ Kings VW Loveland (403150), Current VIN: WVWBA71F38V
Importance: High
Hi Arne,
RE:
replacement Orig Vin: WVWBA71F38V
Repl: WVWBA71F99V
@ 403150
I¿m new to this region so going to need some extra direction on your closings! ¿ Do I send the paperwork to you or do you have a accountable dealer contact? If you do the closing, do I set the time/date-if so just let me know your availability? If the dealer does the deal, please provide the contact person and their contact info.
Best Regards, Alicia Korth
KORTHA
08/13/2009 09:39:03 AM Closing Package (M/A Only) To Greg O403150
EON closing doc's
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
KORTHA
08/13/2009 10:39:38 AM Call To
WENT OVER CLOSING PROCEDURES AND ADVISED DP WILL BE CONTACTING HER TO SET UP CLOSING NEXT WEEK. PROVIDED MY CONTACT INFO FOR ANY QUESTIONS.
KORTHA
08/18/2009 11:20:10 AM Call To Susan (title clerk)
403150
Customer should be coming in today or tomorrow to meet with SM Greg Orlette for the exchange / Dealer will transfer plates from old vehicle to the new vehicle.
KORTHA
08/21/2009 10:35:23 AM Call From GREG ORLETTE
403150
DP ADVISED VEH REPLACEMENT COMPLETED 8/18/09, VEH REPAIRED, NEW VEH REGISTERED, WILL MAIL OUT THE COMPLETED DOC'S TODAY.
KORTHA
08/21/2009 10:36:11 AM Vehicle To 8/18/09
VERBAL ADVISEMENT VEH REPLACEMENT COMPLETED ON 8/18/09-GREG ORLETTE-PPW WILL BE HERE TUESDAY.
KORTHA
08/21/2009 10:37:14 AM Assigned To CARUSOL
FWD CASE FOR HANDLING. (LESLIE: DP ADVISED PPW WILL BE HERE TUESDAY & VEH REPAIRED.
CARUSOL
08/25/2009 01:11:15 PM Attached Mail From Greg Orlette
Closing docs: cnc, bbrp repaired, Final RO 19744, odo, lpoa, Ohio odo, soc, vcr, and acf.
CARUSOL
08/25/2009 01:25:59 PM Final Repair Order (M/A only) From Gr403150
Final RO 19744
PARTS/REASONS
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09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CARUSOL
Hi
08/25/2009 01:26:42 PM E-Mail To Distribution
Please place VIN WVWBA71F99V
into service as of 08/18/09.
Customer:
MILES YEAR/SUBMODEL
Covington, KY
Thanks, Leslie
CARUSOL
08/25/2009 01:29:12 PM Call To Susan, Title Clerk
403150
Reviewed reg/title paperwork. DP states she is awaiting return of paperwork from DMV and will forward same to me upon receipt.
CARUSOL
08/25/2009 01:32:11 PM Vehicle To CB Auction Assignments
CARUSOL
Hello,
08/25/2009 02:50:04 PM E-Mail From Sue Pritchard
The process is complete.
Sue Pritchard
CARUSOL
08/31/2009 12:13:03 PM
Copy of title and certificate of registration for repl vehicle with fees totalling $22.50.
CARUSOL
08/31/2009 12:17:13 PM E-Mail To Titles
Request for SOC
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 919 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CARUSOL
08/31/2009 12:20:40 PM Approved By CARUSOL
WVWBA71F38V
; reim to 403150 for registration fees
CARUSOL
09/01/2009 09:59:06 AM E-Mail From Titles
We received your request and we've begun the research.
CARUSOL
Title
09/03/2009 02:20:51 PM Attached Mail From State of Ohio
CARUSOL
09/03/2009 02:30:26 PM Approved By CARUSOL
WVWBA71F38V
; title branding fee
CR_BATCH
09/04/2009 04:00:18 AM Note To CARUSOL
EFT for amount $ 22.50 processed on 09/03/2009. AP reference number: 00031504
ANGERK
09/10/2009 01:17:16 PM Assigned To CARUSOL
Check #
for amount $15.00 received.
Forwarded check to advocate for handling
CARUSOL
09/11/2009 04:00:42 PM Mail To State of Ohio, Hamilton County
EON request for branded title
CARUSOL
09/21/2009 02:39:05 PM Attached Mail From State of OH
Branded Title
CARUSOL
09/22/2009 01:17:15 PM Note To RVDS
C - 30+ days down awaiting mechantronics unit C - Internal part failure mechantronics unit C - Replace mechatronics unit RO 19744; mileage 14,837
MILES YEAR/SUBMODEL
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 920 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CARUSOL
09/22/2009 01:19:43 PM Assigned To CRUSEJ
Disclosure complete. Forwarding folder for review.
CRUSEJ
09/22/2009 02:15:36 PM Note To Med/Arb
MILES YEAR/SUBMODEL
PARTS/REASONS
090189343 Recovery
WVWFA71F78V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 406105
PABSTM
08/03/2009 11:37:27 AM Call From paul razzano
406105
Pr. Part: 3885-Mechatronics
Service Manager advised the customer is in rental, expect part in August, no goodwill offered yet, but plans to wash and do extra for the customer, FOM has advised can offer dealer services and more. RCM to assign to outbound CO.
Pr. Rsn: 55J Outbound
PABSTM
08/03/2009 11:41:38 AM Assigned To MANNAE
ABDULAM
08/06/2009 01:44:06 PM Call To
CO apologized to Customer in regards to vehicle concerns. CO advised that CO is aware of the vehicle concerns. CO advised that Dealer is making her vehicle repairs a high priority and has taken all the right steps in getting the vehicle repaired. CA advised that parts are being shipped out the first and second week in August. Customer states she is okay with the loaner Vehicle. CA thanked Customer. No further action.
ABDULAM
08/06/2009 01:57:43 PM Call To Paul
406105
SM states still waiting for part, vehicle has been down 38 days, he is going to get her a vehicle payment, wash her vehicle, fill up the gas tank, and possibly offer dealer services. No further action.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 921 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090189384 Recovery
WVWFA71F78V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408212
HAWLEYD
08/03/2009 12:07:26 PM E-Mail To Mike Maccar
408212
Pr. Part: 3885-Mechatronics
RCM sent e-mail to the service manager seeking information in regard to the mechatronics unit. RCM waiting for dealer e-mail.
Pr. Rsn: 55J Outbound
MANNAE
08/10/2009 10:52:27 AM Call To Mike
408212
SM states part came in today and they will be calling customer. RCM to review and close.
PRENTIM
08/10/2009 12:14:47 PM Note To CCC
RC reviewed for RCM. No further action.
090189394 Recovery
WVWBA71F88V
HAWLEYD
08/03/2009 12:13:33 PM E-Mail To Les Ashton
408228
RCM sent e-mail to the service manager. RCM waiting for service manager e-mail.
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408228
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
MANNAE
08/10/2009 11:30:40 AM Call To Les
408228
Service Manager states vehicle is at dealership having part installed and will be done today. RCM to review and close.
PRENTIM
08/10/2009 12:18:54 PM Note To CCC
RC reviewed case for RCM. No further action.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 922 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090189432 Recovery
WVWBA71F18V
HAWLEYD
08/03/2009 12:44:20 PM E-Mail To Cindy Goglia
408230
RCM sent e-mail to service manager. RCM waiting for service manager e-mail.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408230
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
MANNAE
08/10/2009 11:37:04 AM Call To Cindy
408230
SM states customer in vehicle, no ETA provided besides 2-5 weeks, no GW. CA to reassign for handling.
MANNAE
08/10/2009 11:37:37 AM Assigned To MANNAE
CO to call customer.
ABDULAM
08/11/2009 12:25:15 PM Voice Mail To Ms Larsen
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 923 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090189435 Recovery
WVWFA71F28V
HAWLEYD
08/03/2009 12:45:16 PM E-Mail To Dave Brodtman
408258
RCM sent e-mail to service manager. RCM waiting for service manager e-mail.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408258
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
HAWLEYD
08/04/2009 08:46:45 AM E-Mail From Dave Brodtman
Service director sent e-mail advising the following: 1=no 2=no 3= eta 8/7/09 4=no
David J. Brodtman Hamilton ImportsVolkswagen and Mazda 609-249-8039
CO to contact customer.
HAWLEYD
08/04/2009 08:47:41 AM Assigned To MANNAE
Assigned for handling.
408258
ABDULAM
08/06/2009 02:10:31 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 924 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090189436 Recovery
WVWFA71FX8V
HAWLEYD
08/03/2009 12:46:08 PM E-Mail To Tom Carino
408261
RCM sent e-mail to service manager. RCM waiting for service manager e-mail.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408261
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
MANNAE
08/10/2009 11:25:19 AM Voice Mail To Tom
CA LMTRMC. CA/RCM to wait dealer call.
408261
HAWLEYD
08/10/2009 01:07:42 PM Return Call From Tom Carino
408261
Service director advised that the part arrived and they are installling it today. Service director advised that they provided a rental vehicle. CO to contact customer.
HAWLEYD
08/10/2009 01:16:01 PM Assigned To MANNAE
CO to contact customer.
MANNAE
08/11/2009 09:47:55 AM Note To ccc
CO reviewed case. No further action.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 925 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
2008 Eos 2.0L
090189438 Recovery
WVWBA71F18V
HAWLEYD
08/03/2009 12:47:01 PM E-Mail To John Lynch
408288
RCM sent e-mail to service manager. RCM waiting for service manager e-mail.
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408288
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
MANNAE
08/10/2009 11:43:25 AM Call To John
CA attempted to call dealership and no answer. RCM to call dealer.
408288
ZIEHMEC
08/11/2009 10:03:51 AM Assigned To MANNAE
Assigned for handling.
ABDULAM
08/11/2009 04:03:36 PM Call To John
408288
Service Manager states part just came in and customer has an appointment for 8/20. No further action.
090189461 Recovery
WVWBA71FX8V
PABSTM
08/03/2009 01:08:17 PM E-Mail To jim gallagher
RCM sent Mechatronic email. RCM to wait email from dealer 406429.
406429
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
406429
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
PABSTM
08/03/2009 04:30:34 PM Return Call From jim gallagher
406429
Service Manager advised customer was an employee, he is a friend of the store, he is not in a loaner, there is no need, and don't call the customer. No further action.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 926 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090189722 Customer Relations
WVWBA71F48V
13,000 ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 408203
MERTAM
08/03/2009 04:55:50 PM Call From
(Call taken while WebCorr in queue) Customer states for past 3 months having concern with leak in vehicle roof; currently at Dealer 408203; taken in today 8/3/09; Dealer is fully aware of Customer concerns as vehicle has been there repeated times for concern; seeking to have repair performed and operating to specifications. CO advised will elevate to RCM for further investigation; Dealer has most reliable resources for diagnosing and servicing concerns; will further evaluate and return contact with Customer by COB 8/5/09. Customer inquired about process for informing VW about contacting BBB. CO advised CCC cannot provide legal information; information on contacting BBB is in owner's manual; BBB would be able to provide proper information on officially notifying VW concerning legal action. CO to reassign.
MERTAM
08/03/2009 05:02:29 PM Assigned To RCM
Pr. Part: 6101-Convertible top assembly
Pr. Rsn: X20 Water leaks roof
Inquiry
408203
Part: 3885-Mechatronics
Rsn: T01 Auto/Hybrid Shifts roughly
CO reassign to RCM. CUST states VEH at DLR 408203 for leak concerns; taken in for latest concern today 8/4/09; leak concern has existed for 3 months; CUST seeking leak concern addressed and VEH to operate at SPECS; contact CUST by COB 8/5/09. RCM to e-mail DLR 408203 SM Repair Update.
EDWARDAM
08/03/2009 05:11:15 PM Assigned To HAWLEYD
HAWLEYD
08/04/2009 01:08:53 PM Call To Bob Gross
408203
Service manager advised that the customer brought the vehicle in for some drops of rain on the rear deck, however this weekend they had a very bad rain storm in which the rain was going side ways. Service manager advised that they throughly water tested the vehicle and found no water leak, however the vehicle does need a mechatronics unit and they have ordered it. RCM to contact customer.
PABSTM
08/04/2009 05:09:33 PM Voice Mail To ms lessner - home #
RCM LMTRMC with update. RCM to advise of vehicle operating as designed with all water testing performed by dealer 408203, they do have a part on order for the vehicle. RCM to wait customer call.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 927 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ALEXANLA
08/06/2009 08:08:19 AM Return Call From
Customer states calling about case. CA to transfer Customer to RCM.
ALEXANLA
08/06/2009 08:09:25 AM Transfer To Diane
CA transferred Customer to RCM. RCM to continue with Customer.
HAWLEYD
08/06/2009 08:15:11 AM Continued Comment From
MILES YEAR/SUBMODEL
YOUNGLI
08/06/2009 08:35:59 AM Return Call From
Customer stated, she just hung up with RCM, seeking to speak back to her. CA advised, can transfer Customer. CA to call the RCM.
YOUNGLI
08/06/2009 08:36:28 AM Call To Diane Hawley
RCM not available. CA to return to Customer.
YOUNGLI
08/06/2009 08:36:38 AM Return To
CA advised, RCM is not available. Customer stated, she would like to go to RCM VM. CA advised, will transfer customer to RCM VM. CA to call the RCM.
YOUNGLI
08/06/2009 08:36:58 AM Call To Diane Hawley
Customer transferred to RCM VM. RCM to call the Customer.
HAWLEYD
08/06/2009 08:59:32 AM Continued Comment With
Customer states that it rained again last night and the vehicle is still leaking. Customer states that she will be sending her certified letter to VW requesting her last repair attempt to the vehicle. RCM advised customer of the address and directed the customer to make an appointment with the dealer to have the vehicle looked at. No further action with the customer. RCM to contact service manager.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 928 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
HAWLEYD
08/06/2009 08:59:54 AM Call To Bob Gross
408203
RCM LMTRMC with DP (Valerie). RCM advised customer name, direct line and seeking return call. RCM waiting for service manager call back. RCM to contact FOM.
HAWLEYD
08/06/2009 09:53:56 AM E-Mail To Rick Barke
RCM sent e-mail to the FOM in regard to this customer's request. RCM waiting for FOM.
CLAYTOY
08/06/2009 10:14:21 AM Return Call From
Customer states she is seeking to speak with the RCM regarding the case. CA advised the customer if the RCM is not available the customer could leave a voicemail message. CA to transfer to RCM.
CLAYTOY
08/06/2009 10:16:37 AM Transfer To Ms Hawley
Transfer to RCM.
HAWLEYD
08/06/2009 10:28:21 AM Continued Comment From
Customer states that she contacted the service manager and he advised her that they will need to contact the VW engineer. Customer states that they will not provide her a loaner vehicle at this time, unless VW pays for it. RCM advised that we will contact the service manager.
HAWLEYD
08/06/2009 10:28:42 AM Call To Bob Gross
408203
Service manager advised that they received 5 minutes of just crazy rain and the customer came in with 1 drop of rain on the rear panel. Service manager advised that he will contact the QTM. RCM advised that she has already sent an e-mail to the FOM. RCM advised that we will tell the customer that we need to contact the QTM first and we will call her back. RCM to return to owner.
HAWLEYD
08/06/2009 10:28:56 AM Return To
RCM advised customer that we will have her drive her vehicle and in the mean time the dealer will contact the QTM. RCM advised that we will contact her by COB on Friday 8/07/09 with a course of action. RCM to follow up.
HAWLEYD
08/07/2009 03:06:20 PM Call To Bob Gross
408203
Service manager advised that the QTM has requested all of the repair orders and is going over them and they are just waiting for direction. RCM to contact customer.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 929 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
HAWLEYD
08/07/2009 03:32:30 PM Voice Mail To
RCM LMTRMC. RCM advised customer that this is a courtesy follow up in regard to her concerns. RCM advised that the QTM has been contacted and requested the vehicle repair history from the dealer. RCM advised that the dealer is currently waiting for direction from the QTM. RCM advised that we will follow up by COB on Wednesday 8/12/09. RCM waiting for customer call back.
HAWLEYD
08/10/2009 01:23:58 PM Call To Bob Gross
RCM LMTRMC with DP. RCM waiting for service manager call back.
408203
MORRISC
08/11/2009 09:01:04 AM Note To Diane Hawley
Please close. Med/Arb has an open case now. Thank you.
HAWLEYD
08/11/2009 09:09:31 AM Note To CCC
RCM closed case per Med/Arb.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 930 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090189750 Customer Relations
WVWBA71F18V
11,000 ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
DUBROCN
08/03/2009 05:24:36 PM Call From
(daughter)
Customer states: Original owner; vehicle leased through VCI; This customer/family has owned 4 vehicle(s); maintains the vehicles at our dealers; services the vehicle as recommended; has not experienced multiple vehicle issues; vehicle jerks back and forth when the vehicle is stopped; has been complaining of this concern since the beginning of this lease; every Dealer advised that the vehicle was operating as designed; finally someone could figure out what is wrong with it; No additional warranty/Service contract; working with Godfrey Hernandez; Dealer advised her to contact RCM at CCC; vehicle has been at Dealer for 2 weeks; Dealer advised that they needed to order a part for the transmission and they ordered it from Germany; so this part could take up to a month to come in; this customer perceives this to be a premature failure. Customer is seeking/expecting VW to compensate her for having her vehicle down for 2 weeks so far; additional 4 weeks is expected. CO advised: cannot guarantee that VW will assist with her request; due to the nature of the concerns a RCM will review and follow up with Customer by the COB on 8/4. CO to assign.
Pr. Part: LEAS-LEASE AND LOAN PAYMENT Pr. Rsn: 37A Lease Payment
Complaint 408252 Part: 3885-Mechatronics Rsn: 56E Hesitation
Suggestion 408252 Rsn: 69C Dealer
Referred Customer to CARE
DUBROCN
08/03/2009 05:30:29 PM Assigned To ccc
Customer seeking VW to compensate for her vehicle being down for 2 weeks so far; predicted to be down for another 4 weeks. CO advised: cannot guarantee that VW will assist; due to the nature of the concerns a RCM will research and follow up with Customer by the COB on 8/4. RCM to research.
EDWARDAM
08/03/2009 05:46:38 PM Assigned To HAWLEYD
HAWLEYD
08/04/2009 02:49:07 PM Call From Mike (assistant to mgr) 408252
Service advisor advised that they are currently waiting for a mechatronics unit on the vehicle, however the tech that is working on the vehicle is out. RCM to follow up.
HAWLEYD
08/04/2009 03:18:35 PM Call To
(daughter)
RCM advised customer that we are following up in regard to the concern for the mechatronics unit. RCM advised that we are attempting to obtain the part as quickly as possible. RCM advised that we would like to look into her request once the vehicle has been repaired so that we have a understanding on how long she has been without her vehicle. Customer states that she is in the dealers loaner vehicle. RCM advised that the part is built VIN specific and it does take 6-8 weeks to build. RCM advised that we will follow up by COB on Tuesday 8/25/09. RCM to follow up.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 931 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
HAWLEYD
08/18/2009 03:18:26 PM Call From Godfrey (assistant to mgr) 408252
Service advisor advised that the mechatronic unit arrived and it has been installed. Service advisor advised that they will be returning the vehicle to the customer today. RCM to follow up.
HAWLEYD
08/25/2009 11:59:54 AM Call To
(daughter)
RCM advised that this was a courtesy follow up as we understand that her vehicle is repaired. Customer states that she is currently on vacation in Florida and she has not picked the vehicle up as of yet. RCM advised that we will follow up with her by COB on Monday 8/31/09. RCM to follow up.
HAWLEYD
08/31/2009 11:20:57 AM Call To
(daughter)
Customer states that she picked the vehicle up on Friday and everything is ok. RCM advised that we would like to offer her 1 month vehicle payment due to the inconvienence. RCM advised customer to continue to make her payments and once we receive her vehicle payment information it will take us about 30 days to process. No further action pending customer fax.
CAMILOM
09/01/2009 04:25:08 PM FAX From
Fax in doc center.
CR_BATCH
09/05/2009 04:00:31 AM Note To HAWLEYD
PARTS/REASONS
090190641 Recovery
ZIEHMEC
08/04/2009 11:51:11 AM Note To CCC
RCM to send e-mail to dealer 401017
ZIEHMEC
08/04/2009 01:46:31 PM Note To CCC
No further action.
WVWFA71F48V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
401017
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 932 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090190660 Recovery
ZIEHMEC
08/04/2009 12:00:04 PM Note To CCC
RCM to send e-mail to dealer 402120
VIN WVWBA71FX8V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
402120
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 933 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
NARDONP
Bill,
08/05/2009 09:23:49 AM E-Mail To Bill Barnickel
402120
MILES YEAR/SUBMODEL
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
VIN(s): WVWBA71FX8V 3VWRJ71K58M WVWBA71F78V0 WVWBA71F78V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental/loaner and if so how long? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank You, Pete Nardone Central Region Case Manager Contractor Volkswagen of America 3499 West Hamlin Road Rochester Hills, MI 48309 248-754-3383
Wait Dealer 402120 email.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 934 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
NARDONP
08/05/2009 10:14:25 AM Call From Bill Barnickel
402120
Service Manager states Customer has not been offered any Goodwill, she is not in a loaner vehicle, her part was ordered on 6/25, and she has been given an ETA of up to 8 weeks. RCM to assign to CA.
NARDONP
08/05/2009 10:15:30 AM Assigned To MANNAE
ABDULAM
08/06/2009 02:43:38 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
NARDONP
08/13/2009 09:21:27 AM Call From Bill Barnickel
402120
Service Manager states vehicle is repaired; he offered a 1 month vehicle payment with a total of $376.69. CO to review and close.
MANNAE
08/14/2009 09:36:54 AM Note To ccc
CO reviewed case. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 935 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090190688 Recovery
ZIEHMEC
08/04/2009 12:18:14 PM Note To CCC
RCM to e-mail dealer 402149
VIN WVWBA71F68V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
402149
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 936 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
NARDONP
Glenn,
08/04/2009 01:11:35 PM E-Mail To Glenn Hoffman
402149
MILES YEAR/SUBMODEL
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
VIN(s): 3VWBJ71K47M WVWBA71F68V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental/loaner and if so how long? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank You, Pete Nardone Central Region Case Manager Contractor Volkswagen of America 3499 West Hamlin Road Rochester Hills, MI 48309 248-754-3383
Wair Dealer 402149 email.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 937 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES
NARDONP
08/05/2009 12:01:53 PM E-Mail From Dave Chastain
402149
No Goodwill has been offered, Customer is not in a loaner, and there has been no ETA provided.
YEAR/SUBMODEL
RCM to assign to CA.
NARDONP
08/05/2009 12:02:59 PM Assigned To MANNAE
ABDULAM
08/06/2009 02:59:54 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 938 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090190703 Recovery
ZIEHMEC
08/04/2009 12:32:14 PM Note To CCC
RCM to send e-mail to dealer 402611
VIN WVWBA71F28V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
402611
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
CAMPOSA
08/05/2009 08:15:39 AM E-Mail To Ben
Customer Name:
402611
Model Year/Model: 2008 Eos
VIN:
WVWBA71F28V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? If so, when did they receive the rental? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of? RCM to wait Dealer email
CAMPOSA
08/05/2009 09:47:30 AM E-Mail From Ben
402611
1) Is the customer in a rental or loaner? If so, when did they receive the rental? Not currently, was in a loaner for about 4days 2) Have you offered any goodwill? Factory warranty 3) What part arrival time has been communicated to the customer? 2-3 weeks 4) Other pertinent information that you think we should be aware of? Guest is unhappy that she is in a new vehicle that is having these types of problems and now taking so long to fix. RCM to assign to CO
CAMPOSA
08/05/2009 09:48:10 AM Assigned To MANNAE
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 939 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ABDULAM
08/06/2009 03:05:54 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 940 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090190707 Recovery
ZIEHMEC
08/04/2009 12:33:18 PM Note To ccc
RCM to send e-mail to dealer 402647
VIN WVWBA71F18V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
402647
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 941 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
NARDONP
08/05/2009 09:27:15 AM E-Mail To John Payne
402647
MILES YEAR/SUBMODEL
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
VIN(s): WVWBA71F18V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental/loaner and if so how long? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank You, Pete Nardone Central Region Case Manager Contractor Volkswagen of America 3499 West Hamlin Road Rochester Hills, MI 48309 248-754-3383
Wait Dealer 402647 email.
ZIEHMEC
08/07/2009 12:05:26 PM Note To CCC
Please note that the e-mail came back not deliverable. RCM to call dealer 402647
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 942 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
NARDONP
08/07/2009 12:26:46 PM Call To Steve
402647
RCM advised seeking information on Customer vehicle. Service Advisor states Service Manager is out this week but he can assist. RCM advised seeking to know if the Customer has been provided alternate transportation, if any Goodwill has been offered, or if an ETA has been provided to Customer. Service Advisor states Customer is not in a loaner or rental, no Goodwill and no ETA has been provided. RCM to assign to CO.
NARDONP
08/07/2009 12:29:11 PM Assigned To MANNAE
PARTS/REASONS
MANNAE
08/07/2009 12:53:30 PM Voice Mail To Mr. Garland
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made his vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to his vehicles repairs he can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F.
090190734 Recovery
ZIEHMEC
08/04/2009 12:45:20 PM Note To CCC
RCM to e-mail dealer 403115
ZIEHMEC
08/04/2009 01:40:54 PM Note To CCC
No further action.
WVWBA71F98V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
403115
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 943 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090190744 Recovery
ZIEHMEC
08/04/2009 12:51:20 PM Note To CCC
RCM to e-mail dealer 403230
VIN WVWBA71F18V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
403230
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
CAMPOSA
08/05/2009 08:19:26 AM E-Mail To Rick
403230
Customer Name:
Model Year/Model: 2008 Eos
VIN:
WVWBA71F18V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? If so, when did they receive the rental? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of? RCM to wait Dealer email.
CAMPOSA
08/06/2009 08:47:25 AM Call To Brian
403230
Service Advisor states: customer is in their own vehicle at this time; no goodwill has been offered; customer has been advised that the unit should be here mid August. RCM to assign to CO.
CAMPOSA
08/06/2009 08:48:17 AM Assigned To MANNAE
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 944 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
MANNAE
08/07/2009 10:20:37 AM Voice Mail To
CO attempted to call home number and rang twice and stopped, left message at work number. CO apologized to Customer for their inconvenience. CO advised that Dealer has made his vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to his vehicles repairs he can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 945 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090190829 Recovery
ZIEHMEC
08/04/2009 01:56:12 PM Note To ccc
RCM to e-mail dealer 402120
VIN WVWBA71F78
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
402120
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 946 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
NARDONP
Bill,
08/05/2009 09:22:28 AM E-Mail To Bill Barnickel
402120
MILES YEAR/SUBMODEL
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
VIN(s): WVWBA71FX8V 3VWRJ71K58M WVWBA71F78V WVWBA71F78V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental/loaner and if so how long? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank You, Pete Nardone Central Region Case Manager Contractor Volkswagen of America 3499 West Hamlin Road Rochester Hills, MI 48309 248-754-3383
Wait Dealer 402120 email.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 947 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
NARDONP
08/05/2009 10:17:42 AM Call From Bill Barnickel
402120
Service Manager states Customer has been offered no Goodwill, Customer is not in a loaner vehicle, part was ordered on 7/29, and Customer was given an ETA of up to 8 weeks. RCM to assign to CA.
NARDONP
08/05/2009 10:19:28 AM Assigned To MANNAE
MANNAE
08/07/2009 12:55:00 PM Call To
CO attempted to leave message on home system and it disconnected after trying to leave a message on two attempts, attempted to call business number and it has a beeping signal. CO to call dealer.
MANNAE
08/07/2009 01:00:30 PM Call To Bill
402120
Service Manager states part came in today and will be calling customer today or Monday 8-10-09 to schedule appointment, verified customer phone numbers and provided different business phone. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 948 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090190830 Recovery
ZIEHMEC
08/04/2009 02:02:08 PM Note To ccc
RCM to e-mail dealer 402120
VIN WVWBA71F78V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
402120
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 949 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
NARDONP
Bill,
08/05/2009 09:23:07 AM E-Mail To Bill Barnickel
402120
MILES YEAR/SUBMODEL
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
VIN(s): WVWBA71FX8V 3VWRJ71K58M WVWBA71F78V WVWBA71F78V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental/loaner and if so how long? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank You, Pete Nardone Central Region Case Manager Contractor Volkswagen of America 3499 West Hamlin Road Rochester Hills, MI 48309 248-754-3383
Wait Dealer 402120 email.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 950 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
NARDONP
08/05/2009 10:19:58 AM Call From Bill Barnickel
402120
Service Manager states Customer has been offered no Goodwill, Customer is not in a loaner vehicle, part was ordered on 7/31, and Customer was given an ETA of up to 8 weeks; also he feels that RCM should know that Customer is a diehard VW owner and is happy to know her vehicle is going to get fixed. RCM to assign to CA.
NARDONP
08/05/2009 10:21:18 AM Assigned To MANNAE
PARTS/REASONS
MANNAE
08/07/2009 01:23:29 PM Call To
Customer number has been disconnected. CO to call dealer.
MANNAE
08/07/2009 01:27:01 PM Call To Mike
402120
SA provided customer home and cell phone, states part is not in yet. CO to call customer.
MANNAE
08/07/2009 01:29:39 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M.
090190833 Customer Relations
WVWBA71F08V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
MANNAE
08/04/2009 01:58:03 PM Voice Mail To
Pr. Part: 3511-Mechatronic
CO left message apologizing for his inconvenience with mechatronic unit and understand vehicle repairs have been completed, asked customer to call CCC to update vehicle ownership for any campaigns in the future. No further action, wait customer call.
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 951 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090190834 Recovery
ZIEHMEC
08/04/2009 02:03:27 PM Note To CCC
RCM to e-mail dealer 402172
VIN WVWBA71F88V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
402172
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 952 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
NARDONP
Bill,
08/05/2009 09:30:26 AM E-Mail To Bill Dolan
402172
MILES YEAR/SUBMODEL
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
VIN(s): WVWBA71F88V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental/loaner and if so how long? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank You, Pete Nardone Central Region Case Manager Contractor Volkswagen of America 3499 West Hamlin Road Rochester Hills, MI 48309 248-754-3383
Wait Dealer 402172 email.
NARDONP
08/05/2009 10:29:53 AM E-Mail From Bill Dolan
402172
Service Manager states Customer is not in a loaner and the vehicle is drivable and Customer is alright without a rental; Customer has been offered no Goodwill and was give an ETA of 4-6 weeks. RCM to assign to CA.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 953 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
NARDONP
08/05/2009 10:31:38 AM Assigned To MANNAE
MILES YEAR/SUBMODEL
MANNAE
08/07/2009 01:08:02 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 954 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090190837 Recovery
ZIEHMEC
08/04/2009 02:04:03 PM Note To CCC
RCM to e-mail dealer 402408
VIN WVWBA71F08V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
402408
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 955 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
NARDONP
John,
08/05/2009 09:15:17 AM E-Mail To John Olson
402408
MILES YEAR/SUBMODEL
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
VIN(s): WVWBA71F08V 3VWRJ71K08M 3VWXJ71K36M
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental/loaner and if so how long? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank You, Pete Nardone Central Region Case Manager Contractor Volkswagen of America 3499 West Hamlin Road Rochester Hills, MI 48309 248-754-3383
Wait Dealer 402408 email.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 956 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
NARDONP
08/05/2009 10:45:11 AM E-Mail From John Olson
402408
Customer is not in a loaner vehicle, no Goodwill has been offered, ETA is expected by early august; Customer has been told they will be provided a loaner vehicle if the part does not arrive by 8/7. Customer was last contacted by Dealer 402408 on 8/5 and the advisor working with Customer is Brett. RCM to assign to CA.
NARDONP
08/05/2009 10:47:33 AM Assigned To MANNAE
MANNAE
08/07/2009 01:18:10 PM Call To
CO followed up with customer and apologized for any inconvenience, inquired if customer was ok in driving vehicle. Customer states part has come in and they have scheduled to take it in on Monday 8-10-09 to have repairs completed, states has not been a pleasant experience in driving vehicle in the last month, dealership didn't offer loaner, not faulting dealership as she took vehicle in previously and they advised no concerns found states doesn't feel they took appropriate steps. CO apologized and advised VW would like to offer customer $200.00 dealership services for her experience and should take 7-10 business days to receive offer, verified address, provided number to CCC for any future questions or concerns. CO to reassign to Team 5.
MANNAE
08/07/2009 01:21:03 PM Assigned To ccc
Please generate $200.00 in dealership services. CO to wait mail.
BICKMAD
08/10/2009 05:23:10 AM Assigned To ccc
GREENJO
08/10/2009 07:43:47 AM Assigned To GARDNEJ
GARDNEJ
08/10/2009 08:16:50 AM Mail To
Generated dealer goods and services customer letter and completed certificate. Forward for review and outgoing mail. Customer letter can be viewed in doc center. RCM to review and close.
GARDNEJ
08/10/2009 08:22:11 AM Assigned To NARDONP
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 957 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
NARDONP
08/10/2009 09:01:42 AM Note To CCC
RCM reviewed and closed. No further action.
MILES YEAR/SUBMODEL
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 958 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090190865 Recovery
ZIEHMEC
08/04/2009 02:25:12 PM Note To CCC
RCM to e-mail dealer 403200
VIN WVWFA71F88V
CAMPOSA
08/05/2009 08:31:35 AM E-Mail To Eric
Customer Name:
403200
Model Year/Model: 2008 Eos
VIN:
WVWFA71F88V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? If so, when did they receive the rental? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of? RCM to wait Dealer email.
CAMPOSA
ANN,
08/05/2009 03:17:58 PM E-Mail From Eric
403200
is driving the car. It was not acting that bad he was ok with driving it. We did not offer goodwill We told him about a month. He already knew that because he saw it on the internet
Eric Friend RCM to assign to CO
CAMPOSA
08/05/2009 03:18:15 PM Assigned To MANNAE
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
403200
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 959 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
MANNAE
08/07/2009 11:52:29 AM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made his vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to his vehicles repairs he can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 960 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090190867 Recovery
ZIEHMEC
08/04/2009 02:25:55 PM Note To CCC
RCM to e-mail dealer 405029
VIN WVWBA71F98V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
405029
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
JANSSEL
08/04/2009 04:54:29 PM E-Mail To Albert Luaces
405029
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F98V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help. RCM to wait dealer 405029 email.
JANSSEL
08/05/2009 09:34:06 AM E-Mail From Albert Luaces
405029
RCM received dealer 405029 Service Manager's out of office reply, Service Manager returns on 8/10/09. RCM to call dealer.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 961 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
JANSSEL
08/05/2009 11:59:23 AM Call To Joe Benitez
(Service Manager on vacation, Service Advisor offered to assist)
405029
MILES YEAR/SUBMODEL
RCM seeking to know if customer was provided a loaner/rental, part ETA communicated to customer, and if dealer 405029 has offered goodwill. Service Advisor advised: dealer is currently waiting on the part, ETA-8/21/09, customer was not provided a vehicle, and dealer is not offering goodwill. RCM to assign case to CA.
JANSSEL
08/05/2009 12:02:57 PM Assigned To MANNAE
MANNAE
08/07/2009 11:48:25 AM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 962 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090190934 Customer Relations
WVWBA71F28V
10,048 ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 408212
SYLVESM
08/04/2009 03:35:42 PM Call From
Pr. Part: 3885-Mechatronics
Customer states vehicle hesitates when stepping on gas and has been on-going since start of vehicle lease in May 2008; Dealer 408212 states this is normal for vehicle; Customer states two weeks ago Dealer advised VW has found source of hesitation concern and ordered part for repair; Customer has been paying $5.00/day for rental while vehicle is being repaired. Customer seeks confirmation as to when vehicle will be repaired and also seeks either reimbursement for rental vehicle or credit on lease payment to compensate for not having vehicle for last 2 weeks. CO advised will escalate to RCM for review of part delay as well as goodwill compensation; advised VW is committed to getting vehicle repaired to original manufacturer specifications; advised RCM will callback by COB 08/05. CO to assign to RCM.
SYLVESM
08/04/2009 03:43:15 PM Assigned To RCM
Pr. Rsn: 97J Part Delays (No Error in Dealer Ordering)
Inquiry
408212
Part: LEAS-LEASE AND LOAN PAYMENT
Rsn: 37A Lease Payment
Please callback Customer by COB 08/05 at cell goodwill CR.
morning preferred. RCM to review ordered part delay as well as
HAWLEYD
08/04/2009 04:34:38 PM Assigned To HAWLEYD
Assigned for handling.
HAWLEYD
08/05/2009 09:19:50 AM Voice Mail To Mike Maccar
408212
RCM LMTRMC. RCM provided customer name, last 8 of VIN number, direct line and reason for call. RCM waiting for service director call back.
HAWLEYD
08/05/2009 09:32:26 AM Return Call To Mike Maccar
408212
Service director advised that it was a mechatronics unit. Service director advised that the part arrived and was installed yesterday. Service director advised that the part 5/28/09 and placed customer in rental on 7/22/09. Service director advised that they did not offer any goodwill. RCM to contact customer.
HAWLEYD
08/06/2009 03:39:41 PM Voice Mail To
RCM LMTRMC. RCM or CA - Please advise customer that this is a courtesy follow up as we have been advised that her vehicle has been repaired and returned to her. Please advise customer that we would like to offer her 1 month vehicle payment due to her inconvenience. RCM waiting for customer call back.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 963 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
HAWLEYD
08/07/2009 09:33:00 AM Voice Mail To
RCM LMTRMC. RCM or CA - Please advise customer that this is a courtesy follow up as we have been advised that her vehicle has been repaired and returned to her. Please advise customer that we would like to offer her 1 month vehicle payment due to her inconvenience. No further action pending customer call back.
SYLVESM
08/14/2009 01:12:52 PM Call From
Customer returning call from RCM. CA advised VW would like to offer 1 monthly payment for inconvenience. Customer agreed to offer but states external company handles the payments on a two week cycle and has questions about how this payment can be done. CA advised will transfer to RCM for further assistance. CA transferring to RCM.
SYLVESM
08/14/2009 01:15:25 PM Transfer To RCM - Diane
CA transferred to RCM voicemail. RCM to callback Customer.
HAWLEYD
08/14/2009 04:31:47 PM Voice Mail From
Customer states that she is calling to accept the offer of 1 month vehicle payment, however would like the payment sent to her directly as she works with a company
HAWLEYD
08/17/2009 09:11:37 AM Call To
RCM advised customer that we will reimburse her for 1 month vehicle payment instead of making the payment to VCI. RCM advised customer that we will need a vehicle coupon statement for the full monthly payment, as we know that she makes payments every 2 weeks. RCM advised customer that once we receive her information it will take us about 30 days to process. No further action pending customer fax.
WILLIAC2
08/18/2009 09:37:54 AM FAX From
Fax in doc center.
HAWLEYD
08/18/2009 10:57:50 AM Note To generated check
WVWBA71F28V0 Total $451.19.
VW is providing the customer with 1 month vehicle payment due to concern with mechatronic unit.
CR_BATCH
08/27/2009 04:00:22 AM Note To HAWLEYD
Check # 70929641 for amount $ 451.95 mailed on 08/26/2009
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 964 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090191540 Customer Relations
WVWBA71F78V
14,500
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409256
SMITHN
08/05/2009 08:15:59 AM Call From RICHARD SZYMANSKI
Pr. Part: 3885-Mechatronics
(RCM taking level 1 calls) Customer states: vehicle is lurching forward when accelerating; the mechatronic unit is needing to be replaced; Dealer 409256 is telling him they don't want him to drive the vehicle; Dealer is telling him it will be 6 to 8 weeks; he is in an inferior rental vehicle; seeking consideration on his lease payment. RCM advised: we will be happy to look into compensation for down time of vehicle once the vehicle is repaired; we want to get the full down time before looking into Customer request to make sure we are fair to Customer. Customer states he really appreciates our great Customer service; wishes he had the same quality of service from his dealership; would have appreciated the service manager just coming out and introducing himself and saying "sorry for the inconvenience". RCM advised Customer that RCM is very sorry that Customer has been so inconvenienced by this; if Customer could call us once vehicle is repaired we will then look into Customer request. Customer states he will call. RCM to assign to RCM.
Pr. Rsn: 37A Lease Payment
Complaint 409256 Part: 3885-Mechatronics Rsn: T01 Auto/Hybrid -
Shifts roughly
SMITHN
08/05/2009 08:24:33 AM Assigned To HEARNSN
Customer states seeking lease payments for downtime. RCM advised Customer to call once vehicle was repaired. RCM is making RCM aware of case because it is a mechatronic unit. RCM to review and close.
HEARNSN
08/05/2009 10:45:51 AM Note To CCC
RCM reviewed case. No further action pending customer call.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 965 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090191545 Recovery
WVWFA71F68V
PABSTM
08/05/2009 08:22:37 AM E-Mail To michael dolce
Mechatronic email sent to dealer 408112. RCM to wait dealer email.
408112
MANNAE
08/10/2009 10:20:29 AM Call To Mike
408112
SM states no loaner, no FOM involvement, no GW, ETA of 8-21-09. CA to reassign for handling.
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 408112
Pr. Part: 3885-Mechatronics Pr. Rsn: 81K Mechatronics Outbound
MANNAE
08/10/2009 10:21:06 AM Assigned To MANNAE
CO to call customer.
MANNAE
08/11/2009 10:44:36 AM Call To
HS
CO attempted to call and it was a high school and offered many departments, pressed 0 and phone just rang. CO previously verified with dealership 408112 if they had a different contact for vehicle driver and advised no, same information as CCC. No further action, unable to reach customer.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 966 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090191546 Customer Relations
WVWBA71F18V
19,000 ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 408277
ALEXANLA
08/05/2009 08:28:42 AM Call From
Pr. Part: 3885-Mechatronics
Customer states: Original owner; Customer leased from VCI; This customer/family has owned 1 vehicle(s); maintains the vehicles at our dealers (DLR 408277); No additional warranty/Service contract; the vehicle bucks and has no acceleration at take off and would jump; Customer is seeking/expecting for VW to either replace the vehicle or cover her lease and insurance payments on her vehicle; working with technician John; this customer perceives this to be a premature failure; states took vehicle to Dealer 408277 on 5/4 and it has been there since which has been 3 months as she is waiting on a valve part for her vehicle. CO advised Customer that VW can look into request with no promises; advised case will be assigned to RCM; seeking to know the best time of day for follow up. Customer states it doesn't matter. CO advised Customer that RCM will follow up by COB tomorrow 8/6. Customer acknowledged. CO to assign case to RCM.
Pr. Rsn: 50E Shuddering/Shaking
Inquiry
408277
Part: LEAS-LEASE AND LOAN PAYMENT
Rsn: 37A Lease Payment
ALEXANLA
08/05/2009 08:33:16 AM Assigned To RCM
Customer seeking for VW to either replace the vehicle or cover her vehicle and insurance payments; vehicle has been at dealer for
3 months waiting on valve part; call
RCM to research.
HAWLEYD
08/05/2009 08:41:27 AM Assigned To HAWLEYD
Assigned for handling.
Complaint 408277
Part: 3885-Mechatronics Rsn: 97J Part Delays (No Error in Dealer Ordering)
HAWLEYD
08/05/2009 03:06:16 PM Call To John (assistant to mgr)
408277
Service advisor advised that the original mechatronics was ordered on 5/4/09 and the customer drove did until the middle of June 2009, which the placed the customer in a loaner vehicle. Service advisor transferred RCM to parts manager.
HAWLEYD
08/05/2009 03:06:35 PM Continued Comment To Tom
408277
Parts manager advised that they ordered the mechatronics unit again on 7/9/09. Part #000 325 025 XZDE Sales # 1005821933 Red ordered. RCM to contact customer.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 967 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
HAWLEYD
08/05/2009 03:43:55 PM Call To Karen Riveros
RCM advised FOM of the ordering part concern with the mechatronic unit and the customer is seeking. FOM advised RCM to offer her 4 vehicle payments. RCM to contact customer.
MULLINT
08/06/2009 11:32:58 AM Call To Ms.
RCM advised calling to follow up; advised at this time we are not able to meet her expectations in taking the vehicle back; advised we would like to provide her with 4 months vehicle payments to offset the inconvenience she has had with being without the vehicle; advised this will be made directly to her VCI account. Customer states her account is set up for automatic withdrawal; advised seeking if the payments can be sent to her. RCM advised we can have a check sent to her she will receive this in 4-6 weeks; advised we are not able to provide assistance with the insurance. Customer states seeking to know about the courtesy vehicle; she has had this for some time and she thinks that she is paying for this; and the repairs that are being made to the vehicle. RCM advised VW covers the rental vehicle for $25; advised we would not be able to provide further assistance; advised the repairs to the vehicle are being completed under the warranty. Customer states she did not know that; advised seeking to know what is going on with the part. RCM advised at this time we are not have and ETA; advised the best person to speak with about this would be the Part Manager at dealer; advised once we have a further update regarding this someone will contact her; advised of fax EXT 6504. RCM to follow up.
CAMILOM
08/07/2009 03:25:51 PM FAX From
Fax in doc center.
HAWLEYD
08/10/2009 09:07:58 AM Note To Generated EFT
Generated EFT to VCI in the amount of $1,857.32 (4 vehicle payments) due to the customer's wait for a mechatronics unit.
CR_BATCH
08/14/2009 04:00:40 AM Note To HAWLEYD
Amount for $ 1857.32 was Posted on 08/13/2009. AP reference number: 40042899
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 968 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090191550 Recovery
WVWBA71F58V
PABSTM
08/05/2009 08:32:35 AM E-Mail To john lindstrom
408207
RCM emailed dealer and FOM with mechatronic email. RCM to wait email from dealer 408207.
MANNAE
08/10/2009 10:42:36 AM Voice Mail To John
CA LMTRMC. CA/RCM to wait dealer call.
408207
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 408207
Pr. Part: 3885-Mechatronics Pr. Rsn: 81K Mechatronics Outbound
HAWLEYD
08/10/2009 12:15:49 PM Call From John Lindstorm
408207
Service manager advised that the customer is driving the vehicle, no goodwill and nothing special. CO to follow up.
HAWLEYD
08/10/2009 12:23:12 PM Assigned To MANNAE
CO to contact customer.
ABDULAM
08/11/2009 12:20:39 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 969 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090191554 Recovery
VIN WVWBA71F68V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408355
Pr. Part: 3885-Mechatronics
Pr. Rsn: 81K Mechatronics Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 970 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MULLINT
08/05/2009 08:37:19 AM Note To CCC
ACTION REQUIRED: Mechatronic update - WVWBA71F68V
MILES YEAR/SUBMODEL
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F68V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) When was the part ordered? 5) Has the FOM been involved? 6) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help. Tronda Mullins VWoA Customer Care Center Eastern Regional Case Manager Area's 5 & 7 (248) 754-3364 ¿ Please consider the environment before printing this e-mail
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait dealer email.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 971 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
MULLINT
08/10/2009 02:56:16 PM Call To Tomar
408355
RCM advised seeking INFO for vehicle. SA advised the part has come in and the customer has an appointment next week to bring the vehicle in for the repairs. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 972 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090191559 Recovery
VIN WVWBA71F68V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408335
Pr. Part: 3885-Mechatronics
Pr. Rsn: 81K Mechatronics Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 973 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MULLINT
08/05/2009 08:40:26 AM E-Mail To Tom Impellittiere
ACTION REQUIRED: Mechatronic update - WVWBA71F68V
408335
MILES YEAR/SUBMODEL
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F68V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) When was the part ordered? 5) Has the FOM been involved? 6) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help. Tronda Mullins VWoA Customer Care Center Eastern Regional Case Manager Area's 5 & 7 (248) 754-3364 ¿ Please consider the environment before printing this e-mail
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait dealer email.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 974 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
MULLINT
08/05/2009 01:17:34 PM Return Call From Tom
408335
Service Manager advised the Customer is not in a rental vehicle; there has been no Goodwill offered; the parts is expected to be there 8-6-09; the FOM is aware of the customer. RCM to assign to CO.
MULLINT
08/05/2009 01:18:27 PM Assigned To MANNAE
Reassigned for handling.
ABDULAM
08/07/2009 11:09:32 AM Call To Rose Marie
408335
SA states part arrived at delaer, no further contact required. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 975 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
PARTS/REASONS
2008 Eos 2.0L
090191561 Recovery
WVWFA71F78V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicCealelotCemMopodldaeeinlt 408230
PABSTM
08/05/2009 08:55:25 AM E-Mail To cindy goglia
RCM emailed mechatronic email. RCM to wait email from dealer 408230.
408230
Pr. Part: 3885-Mechatronics
Pr. Rsn: 81K Mechatronics Outbound
PABSTM
08/05/2009 09:31:22 AM E-Mail From cindy goglia
408230
Hello, We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them. Customer Name: Model Year/Model: 200 VIN: WVWFA71F78V At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? NO 2) Have you offered any goodwill? NO 3) What part arrival time has been communicated to the customer? TOLD 2-5 WKS 4) Other pertinent information that you think we should be aware of? NO If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response. Thank you in advance for your help. Michele Pabst (assisting Diane Hawley) Eastern Region Case Manager (248) 754-3324 The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to assign to CO.
PABSTM
08/05/2009 09:32:00 AM Assigned To ABDULAM
CO to call the customer.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 976 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
ABDULAM
08/05/2009 10:59:06 AM Assigned To MANNAE
MILES YEAR/SUBMODEL
ABDULAM
08/07/2009 11:25:54 AM Voice Mail To Mr Harris
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 977 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
2008 Eos 2.0L
CASE NUM PROGRAM 090191571 Recovery
VIN WVWBA71F68V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
408080
Pr. Part: 3885-Mechatronics
Pr. Rsn: 81K Mechatronics Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 978 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MULLINT
08/05/2009 08:47:54 AM E-Mail To Mike Mahoney
ACTION REQUIRED: Mechatronic update - WVWBA71F68V
408080
MILES YEAR/SUBMODEL
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F68V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) When was the part ordered? 5) Has the FOM been involved? 6) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help. Tronda Mullins VWoA Customer Care Center Eastern Regional Case Manager Area's 5 & 7 (248) 754-3364 ¿ Please consider the environment before printing this e-mail
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
RCM to wait dealer email.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 979 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MULLINT
08/05/2009 09:43:59 AM E-Mail From Mike Mahoney
Customer is in a rental vehicle.
No other goodwill has been offered at this time
Part ordered on 7/28. Customer told it might take up to 30 days.
FOM aware through VTA ticket.
408080
MILES YEAR/SUBMODEL
Michael J. Mahoney Service Manager Volkswagen of Old Saybrook 319 Middlesex Turnpike Old Saybrook, Connecticut 06475 860-388-3400 x103
mike.vwoldsaybrook@snet.net
RCM to assign to CO.
MULLINT
08/05/2009 09:44:28 AM Assigned To MANNAE
Reassigned for handling.
ABDULAM
08/07/2009 11:19:44 AM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 980 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090191588 Recovery
ZIEHMEC
08/05/2009 09:48:03 AM Note To CCC
RCM to e-mail dealer 405063
VIN WVWBA71F98V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
405063
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
JANSSEL
08/05/2009 03:59:59 PM E-Mail To Brent
405063
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F98V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help. RCM to wait dealer 405063 email.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 981 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
JANSSEL
08/06/2009 09:26:14 AM E-Mail From Robert Gross
405063
(Email was sent to dealer 405063 Service Manager and RCM was copied on email) Brent: I have been in regular contact with this customer. He is not thrilled at how long it is taking for the part, but he is OK with the communication from Fields VW. He is in a rental. Yesterday he wanted a different rental car. We spoke with Enterprise and they got him a different rental. He wants to know when the part will be here. Do you have anything that I can tell him? Robert Gross Service Advisor Fields VW of Daytona Beach 386-274-1200 Ext 339 RCM to email dealer.
JANSSEL
08/06/2009 05:12:42 PM E-Mail To Brent-SM; Robert-SA
Dear Brent and Robert,
Did you communicate an ETA to the customer for the part arrival? Are you planning on offering goodwill?
Please answer the above so we are able to update our case notes. Thank you, Lisa RCM to wait dealer 405063 email.
MANNAE
08/10/2009 01:23:33 PM Call To Brent
405063
SA states customer is happier as they got him into another rental, no GW has been offered, will review for lease payment with SM once vehicle is repaired. CA to reassign for handling.
MANNAE
08/10/2009 01:24:30 PM Assigned To MANNAE
CO to call customer.
ABDULAM
08/11/2009 10:51:45 AM Call To
Message states customer is not accepting calls at this time. CO to call dealer for customer contact number.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 982 of 2772
PARTS/REASONS
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
ABDULAM
08/11/2009 10:54:05 AM Call To Jason
Service Advisor states Customer contact number is 3
VIN
405063 . CO to call Customer.
MILES YEAR/SUBMODEL
ABDULAM
08/11/2009 10:57:45 AM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 983 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090191589 Recovery
ZIEHMEC
08/05/2009 09:48:37 AM Note To CCC
RCM to e-mail dealer 405074
VIN WVWFA71FX8V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
405074
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
JANSSEL
08/05/2009 04:03:52 PM E-Mail To Dave
405074
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWFA71FX8V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help. RCM to wait dealer 405074 email.
MANNAE
08/10/2009 01:30:00 PM Call To Mike
405074
SA states customer has never been to there dealership and vehicle maybe at other location. CA to call dealer 405073.
MANNAE
08/10/2009 01:34:03 PM Call To Rob
SA states doesn't show customer in system. CA to review.
405073
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 984 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MANNAE
08/10/2009 01:51:36 PM Face-To-Face With Bernd
Customer is not showing on spreadsheet. CA to review with RCM.
MANNAE
08/10/2009 01:52:03 PM Face-To-Face With Lisa
RCM is showing 405074. CO to review and close.
JANSSEL
08/10/2009 01:54:55 PM Note To CCC
MILES YEAR/SUBMODEL
PARTS/REASONS
090191603 Recovery
ZIEHMEC
08/05/2009 09:52:22 AM Note To ccc
RCM to e-mail dealer 406528
WVWFA71F58V
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
406528
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
PABSTM
08/05/2009 10:16:31 AM Call To vickie
406528
Service Advisor advised the Service Manager is still out, advised the customer is still driving their own car, no goodwill was offered. RCM to assign to CO.
PABSTM
08/05/2009 10:28:18 AM Assigned To ABDULAM
CO to call the customer.
ABDULAM
08/05/2009 10:58:11 AM Assigned To MANNAE
ABDULAM
08/07/2009 01:12:12 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 985 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090191608 Recovery
ZIEHMEC
08/05/2009 09:53:55 AM Note To ccc
RCM to e-mail dealer 407343
VIN WVWBA71F68V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
407343
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 986 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
08/06/2009 09:45:32 AM E-Mail To Peter
407343
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F68V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577 RCM backup
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait dealer 407343 e-mail.
MANNAE
08/10/2009 01:04:36 PM Voice Mail To Kevine
CA LMTRMC, as SM is out of office. CA/RCM to wait dealer call.
407343
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 987 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
MANNAE
08/10/2009 01:59:20 PM Return Call From Mark
407343
SA states part is coming in on Wednesday 8-12-09 and customer is scheduled to come in to have part installed, not in loaner. CA to reassign for handling.
MANNAE
08/10/2009 02:00:23 PM Assigned To MANNAE
MANNAE
08/11/2009 12:14:24 PM Call To
CO attempted to speak with customer and left message with Son Thomas, advised following up to apologize for any inconvenience as we were made aware by dealership 407343 that he was waiting for a mechatronics unit and if he had any questions to call us at 800-444-8982. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 988 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090191612 Recovery
ZIEHMEC
08/05/2009 09:55:07 AM Note To ccc
RCM to e-mail dealer 407460
VIN WVWBA71F88V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
407460
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ZIEHMEC
08/06/2009 10:32:22 AM E-Mail To Dwayne
407460
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F88V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577 RCM backup
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait dealer 407460 e-mail. RCM to assign to CO.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 989 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
08/06/2009 12:31:16 PM E-Mail From dWAYNE
407460
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F88V At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? No driving vehicle. 2) Have you offered any goodwill?No 3) What part arrival time has been communicated to the customer? 08/08/09 4) Other pertinent information that you think we should be aware of? Vehicle is back in for inspection of an oil leak today, has not been diagnosed yet. If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response. Thank you in advance for your help. Christine Ziehmer 248-754-3577 RCM backup The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000.
ZIEHMEC
08/06/2009 12:40:14 PM Assigned To MANNAE
RCM assigned to CO. CO to call customer.
ABDULAM
08/07/2009 01:21:20 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 990 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090191622 Recovery
ZIEHMEC
08/05/2009 09:56:49 AM Note To ccc
RCM to e-mail dealer 409250
VIN WVWBA71F48V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409250
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 991 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
08/06/2009 09:42:26 AM E-Mail To Travis
409250
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F48V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577 RCM backup
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait dealer 409250 e-mail.
MANNAE
08/10/2009 12:56:51 PM Call To Travis
409250
SM states car was brought in by Carmax and part came in Friday. RCM to review and close.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 992 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
HEARNSN
08/10/2009 01:13:51 PM Note To CCC
RCM reviewed case and no further action.
MILES YEAR/SUBMODEL
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 993 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090191624 Recovery
ZIEHMEC
08/05/2009 09:57:11 AM Note To ccc
RCM to e-mail dealer 409255
VIN WVWBA71F98V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
409255
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 994 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
08/06/2009 09:39:31 AM E-Mail To Allen
409255
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F98V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577 RCM backup
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait dealer 409255 e-mail.
MANNAE
08/10/2009 01:11:05 PM Call To Allen
SM states will review and call CA back. CA to wait dealer call.
409255
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 995 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MANNAE
08/10/2009 01:14:08 PM Call From Allen
409255
SM states part is in and scheduled to be installed Friday 8-14-09. CO to review and close.
MILES
YEAR/SUBMODEL
HEARNSN
08/10/2009 02:21:01 PM Note To ccc
RCM reviewed case and no further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 996 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090191628 Recovery
ZIEHMEC
08/05/2009 09:58:44 AM Note To ccc
RCM to e-mail dealer 420129
VIN WVWBA71F38V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
420129
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ZEHELD
08/05/2009 01:52:25 PM E-Mail To Todd Ellis
420129
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them. Customer Name: Model Year/Model: 20 VIN: WVWBA71F38V At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of? If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response. Thank you in advance for your help.
RCM to wait Dealer 420129 e-mail.
ZEHELD
1) 2) 3) 4)
08/05/2009 03:08:50 PM E-Mail To Todd Ellis
420129
Is the customer in a rental or loaner?[Todd at Emich] Loaner Have you offered any goodwill?[Todd at Emich] No What part arrival time has been communicated to the customer?[Todd at Emich] None yet. Other pertinent information that you think we should be aware of?[Todd at Emich] Not at this time.
RCM to assign to outbound CO.
ZEHELD
08/05/2009 03:09:51 PM Assigned To MANNAE
CO to call Customer.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 997 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ABDULAM
08/07/2009 01:44:20 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 998 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090191631 Recovery
ZIEHMEC
08/05/2009 10:00:09 AM Note To ccc
RCM to e-mail dealer 422110
VIN WVWBA71F38V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
422110
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 999 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
08/06/2009 09:54:28 AM E-Mail To Drew
422110
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name:
Model Year/Model: 2008 Eos
VIN: WVWBA71F38V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577 RCM backup
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait dealer 422110 e-mail.
MANNAE
08/10/2009 03:52:46 PM Voice Mail To Drew Davis
CA LMTRMC. CA/RCM to wait dealer call.
422110
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 1000 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
MANNAE
08/11/2009 09:28:42 AM Voice Mail From Drew Davis
422110
SM states vehicle repairs have been completed and customer will be picking up vehicle. CO to review and close.
ZEHELD
08/11/2009 11:54:09 AM Note To ccc
RCM reviewed and closed. No further action.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 1001 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090191639 Recovery
ZIEHMEC
08/05/2009 10:01:12 AM Note To ccc
RCM to e-mail dealer 422116
VIN WVWBA71F48V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
422116
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ZIEHMEC
08/06/2009 09:49:59 AM E-Mail To Jay
422116
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to smooth things over. It would help our conversation with the customer if we were aware of certain things before we call them.
Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F48V
At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of?
If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response.
Thank you in advance for your help.
Christine Ziehmer 248-754-3577 RCM backup
The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately via email or at (248) 754-5000. RCM to wait dealer 422116 e-mail.
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 1002 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
MILES YEAR/SUBMODEL
ZIEHMEC
08/06/2009 01:03:43 PM E-Mail From Jay
422116
She is driving her car at the moment; she was told that there is a solution for her concern but the part needed to repair it; is on back order to Germany and it may take 2 to 3 weeks to arrive. We have not yet offered any goodwill but will probably do so when the part arrives and the vehicle is repaired. RCM to assign to CO.
ZIEHMEC
08/06/2009 01:05:07 PM Assigned To MANNAE
RCM assigned to CO. CO to call customer.
ABDULAM
08/07/2009 02:01:58 PM Voice Mail To
CO LVMM. CO apologized to Customer for their inconvenience. CO advised that Dealer has made her vehicle repairs a priority and is seeking to get the vehicle repaired as quickly as possible. CO advised if Customer has any questions or concerns in regards to her vehicles repairs she can contact the Dealer or VW at 800-444-8982. CO advised that VW is open 8:00 AM - 5:00 P.M. M-F. No further action pending Customer call.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 1003 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
2008 Eos 2.0L
090191656 Recovery
ZIEHMEC
08/05/2009 10:04:55 AM Note To ccc
RCM to e-mail dealer 422600
VIN WVWBA71F88V
MILES YEAR/SUBMODEL
PARTS/REASONS
ModCeluYstSeoaumrbeAMrsIosDdiDgenivleisdCioaRnseeSpuObpVMeenohdDicIenalelqtCeuMoirodydeel
422600
Pr. Part: 3885-Mechatronics
Pr. Rsn: 55J Outbound
ZEHELD
08/05/2009 01:39:03 PM E-Mail To Jeff Kammeier
422600
We at CARE are making proactive, outbound calls to our customers to apologize for the part delay and to make an attempt to ¿smooth things over¿. It would help our conversation with the customer if we were aware of certain things before we call them. Customer Name: Model Year/Model: 2008 Eos VIN: WVWBA71F88V At your earliest convenience, please review and respond to the following questions: 1) Is the customer in a rental or loaner? 2) Have you offered any goodwill? 3) What part arrival time has been communicated to the customer? 4) Other pertinent information that you think we should be aware of? If you could please respond before the end of the business day, it would be greatly appreciated. Please select REPLY TO ALL, so my team and I both receive your response. Thank you in advance for your help.
RCM to wait Dealer 422600 e-mail.
MANNAE
08/10/2009 03:31:58 PM Voice Mail To Jeff
CA LMTRMC. CA/RCM to wait dealer call.
422600
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 1004 of 2772
09/23/2009
VOLKSWAGEN OF AMERICA, INC. CUSTOMER COMMENT DETAIL REPORT
CASE NUMBERS SOURCE: All
CUSTOMER NAME
CASE NUM PROGRAM
VIN
CONLINR
08/10/2009 04:30:32 PM E-Mail From Jeff Kammeier
Customer is in a rental car No goodwill has been offered No talk to the customer regarding when part will be here We have been in contact with the customer for updates But no release yet on the part
Customer is ok
Customer is on our waiting list for a loaner car
422600
MILES YEAR/SUBMODEL
Jeff Kammeier RCM to assign to point of contact
CONLINR
08/10/2009 04:30:51 PM Assigned To MANNAE
CO to review
MANNAE
08/11/2009 01:43:28 PM Call To Jeff
422600
CO Left message inquiring if SM can go through enterprise to set customer up in a loaner vehicle, also advised may advise RCM to update case if that was easier. CO to wait dealer call.
MANNAE
08/11/2009 01:48:32 PM Call From Jeff
422600
SM states customer is in an enterprise rental, will put in dealership rental when one becomes available to take away rental cost. CO to call customer.
MANNAE
08/11/2009 01:51:56 PM Call To
CO attempted to call home number and line busy, business number is not in service. CO to call customer.
ABDULAM
08/11/2009 02:03:42 PM Note To ccc
Customer home line is busy and business line is inoperable. CO to call dealer for contact number.
PARTS/REASONS
Note: Does not include program codes for Roadside Assistance, iSKY or IQS Outbound Call Page 1005 of 2772
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