VW Polo: Pre-mature warping of brake disks

<p>Several months ago my wife who has a VW Polo (bought new on 22 July 2014) told me the front brakes on her car were shuddering. I made a mistake and did not report the problem to VW right away. I just thought that I could report it at the next service. I cannot tell you the exact date or mileage that was on the vehicle at the time. Be be honest, I would estimate that it was around the 15000 km mark.</p> <p>Now the vehicle has 23000 kms and I took it for a service today (01 July 2016) to Barons VW N1 City and reported the brake shudder. The technical report I was given is that the brake disks were warped although the brake pads weren't worn. The service manager said that there was nothing that he could do under warranty as VW provide a warranty on brakes up to 10000 kms.</p> <p>I then called the VW helpline on ********** 737 and spoke to Kevin, who was helpful in that he said that he would speak to the dealership and get a technical report and call me back. He did all of these things, but proceeded to explain to me that because the vehicle was over the 10000 km mark, they could not do any goodwill warranty repair.</p> <p>As a large corporate VW cover themselves well with their 10000 km mark warranty clause on wearing parts (such as brakes).</p> <p>Being a consultant in a customer service business myself, I understand the importance of listening to what your customers are telling you, else they will look at other options and service providers.</p> <p>Today, I was saying to both the dealership and VW, that I felt that it was not right that the brake disks should be warped on a vehicle that had less than 20000 km's on it when my wife first reported the problem to me. In addition the brake pads are not worn, which proves that the driver is not heavy handed with their braking and driving style. So I feel that brake disks must have been of an inferior quality.</p> <p>I feel that VW have failed the customer here. A goodwill warranty repair here would have resulted in a happy customer, who at the end of the day would have felt heard and shared their good story with friends and family. Instead I am left to feel unheard and unsatisfied as your customer. Today, you treated me like someone who was just on the wrong side of your warranty limit, not as a customer with a valid problem.</p> <p>This experience will probably result in me not be visiting a VW dealership when it comes time to replace my own VW Jetta and the VW Polo.</p> <p> </p> <p>Neil Kersten</p>