Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - tomfinney

My VW Passat was due for a 40,000 miles service and I contacted the local VW dealership to agree a suitable date. The vehicle was new to me and I hadn't previously owned a VW car.

Whilst collecting the car following the service, I saw a package on the passenger seat and asked the employee what it was. 'It's a free gift from us in appreciation of your custom'. It was a litre of engine oil in a zipped plastic holder.

On arrival home I checked my invoice and saw an item - 'Shell Helix Plus 1Lt @ £8.29+vat.

I returned to the dealership the following day with the oil and advised the same employee that the oil wasn't a free gift, I didn't want it, and requested re-imbursement. I was told it was totally free and I had misread the invoice. I repeated my request and the employee went out of sight for a few minutes. On returning she said, 'The item is free. The service engineer put 8 Litres of engine oil into the sump but you've only been charged for 7 Litres'. I challenged the employee to put the statement in writing, but she refused. An employee sitting nearby confirmed the sump held 8 Litres, but likewise, he refused to put the statement in writing.

Two other dealerships advised that 7 Litres of oil was put into the sump during a service, and I contacted my local Consumer Advice centre. Following the advice given, I sent a letter to the dealership outlining my complaint and also informed my credit card company. The Consumer Advice centre passed the information to the local Trading Standards office who contacted the dealership to inform them of my complaint.

The employee subsequently invited me to return the oil for a full refund, whereupon, I was told it was a usual practice with the dealership and no customer had previously complained.

Very poor customer relations has driven me into the hands of a competitor for any future motoring needs!

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - Simon

Welcome to the world of getting shafted by VW dealers at every given opportunity!!!

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - Bobbin Threadbare

That's just plain weird. I wonder what they woud have done it their present of oil had leaked on your upholstery? I wouldn't be happy with anyone leaving a container of goo on my seats, besides having to cough up for it as well!

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - mss1tw

Suprised no-one has mentioned checking the oil level in case they really did put 7 litres in...

Normally it's about 5 litres on most cars to get to the maximum mark on the dipstick but it is possible to fill it much more.

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - corax

Suprised no-one has mentioned checking the oil level in case they really did put 7 litres in...

Normally it's about 5 litres on most cars to get to the maximum mark on the dipstick but it is possible to fill it much more.

An employee sitting nearby confirmed that the sump took 8 litres

Do the 2.0 diesels really take 8 litres? That is a big capacity for the engine size. My BMW took 7 litres for a 2.5 6 cylinder.

I suppose it is a good gift if your engine burns oil, but I'd rather have a box of chocolates or a nice single malt.

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - nortones2
Should foul up the DPF nicely if the sump is overfilled! Might be worth checking.
Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - daveyjp
4.5 litres was required for my 2.0 tdi Audis. 7 litres is nonsense.
Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - csgmart

Welcome to the world of getting shafted by VW dealers at every given opportunity!!!

Yes, a bit stupid of them really. It would have cost them nothing to provide the 1l of oil for free but now they have antagonised you and probably lost a future customer for good. Stupid

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - alan1302

Wow that is poor customer service - I think it makes it even worse that you still needed to return the oil to them!

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - daveyK_UK

I know it is a real pain, but please write to Both VW UK and VW HQ in Germany.

I much prefer the Lexus dealer who upon requesting the car is brought in for a free safety recall that most other manufacturers would have ingored/argued/lied about (VW is a good example), they had the car for all of 40 minutes and left a box of chocolates and bottle of champagne for the inconvenience.

Needless to say my opinion of Lexus and Toyota has remained high.

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - daveyK_UK

Forgot to add, dont mention in your letter to VW UK you are writing to VW HQ.

They get upset about things like that!

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - gordonbennet

Well done OP for sticking to your guns.

A shining example of how to earn unfailing loyalty from your customers there..:-) unfortunately we're hardly surprised given the marque.

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - idle_chatterer

Except there is another way of looking at this perhaps, nothing from any commercial (value) transaction is ever 'free'.

To be deliberately contrarian: I suspect that many customers do not check their oil and do not obtain the correct grade of oil for top-up purposes. This seems to me to be in the same 'category' as the service charge for topping up the washer fluid perhaps ?

So, maybe the dealer does these customers 'a favour' by providing the means to do this? The amount of money over which the OP became so concerned is paltry compared ot the other costs of running a car surely. Even at 40K miles I'll bet it's losing 20x or 30x that amount in depreciation each month for a start. The dealer's 'gain' will be whatever their margin was on the oil, hardly core-business and possibly (normally) a boon for customer satisfaction.

I've found UK VW dealers to be reasonably fair, e.g. changing wiper blades 'for free' (without the actual blades being overpriced versus the high street auto parts retailers either). To be clear, I didn't request they changed them, they offered when I purchased them.

Depends on your perspective I guess, cars aren't cheap, nice new or newish cars definitely aren't cheap, why 'nickel and dime' ?

Edited by idle_chatterer on 30/12/2013 at 00:07

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - alan1302

Depends on your perspective I guess, cars aren't cheap, nice new or newish cars definitely aren't cheap, why 'nickel and dime' ?

It's not about saving money or not. The dealer said it was free. It was not.

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - Collos25

"I've found UK VW dealers to be reasonably fair, e.g. changing wiper blades 'for free' (without the actual blades being overpriced versus the high street www.shopzilla.co.uk%2Frd2%3Ft%3Dhttp%253A%252F%252...0" class="skimwords-link" target="_blank">auto parts retailers either). To be clear, I didn't request they changed them, they offered when I purchased them"

I suggest a trip into the real world sometime.

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - idle_chatterer

"I've found UK VW dealers to be reasonably fair, e.g. changing wiper blades 'for free' (without the actual blades being overpriced versus the high street www.shopzilla.co.uk%2Frd2%3Ft%3Dhttp%253A%252F%252...0" target="_blank">auto parts retailers either). To be clear, I didn't request they changed them, they offered when I purchased them"

I suggest a trip into the real world sometime.

Can't get that link to work but I presume it means that you can obtain wiper blades much more cheaply than from high street retailers or franchised dealers ? Still a paltry saving in the real world in which such costs are perhaps 1/20th or less of one month's depreciation..... Perhaps an inconvenient fact when convicing oneself that running a newish car can be done cheaply ?

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - gordonbennet

Perhaps an inconvenient fact when convicing oneself that running a newish car can be done cheaply ?

Yes, its something that people forget too easily and has to be put in perspective.

The drivers window regulator recently started 'jumping' on my pillarless W124 MB, so off to my indy who had to replace the motor as well as the regulator due to both parts showing wear at the usual points, he reckons there won't be much change from £400 when he eventually bills me, obviously no pattern parts available.

On the face of it was it worth it?, well to me yes because i intend to run this car indefinately and if i bought a new car of similar standard it would lose more than £400 every month in depreciation alone where mine has bottomed out, hopefully, but needs investment to maintain its condition and value.

Thing with this thread is that the oil bottle was supposed to be a free gift yet it was underhandedly (IMO) charged for, and our OP took umbrage at that misleading little rip off, quite right too, it doesn't matter that it pales into 0.05% of a years costs, even if it was a 5p washer its the principle involved....works the other way too, seeing as the dealer extracts many hundreds of pounds for servicing they could easily put a bottle of genuinly free oil in as appreciation of custom and say nothing.

A MB i owned before had the most comprehensive MDSH i've ever seen, every bill inc the cars invoice was there, he put £19k's worth of extras on the car yet the supplying dealer never once failed to charge for every single little item at service time, right down to washer fluid, clips and washers @ pence each, not one visit came in under £500 and £2000 bills were not uncommon, you'd think when sundries came to less than £5 they would have waived them on such bills, would have cost them only pence but bought huge amounts of customer goodwill.

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - madf

My experience of MB dealers is they think their customers are rich muppets - and they are correct . Only rich muppets would run a MB and have it serviced by an MB dealer and could afford the bills.

I knew a company director with a S600, His annual maintenance bill - including the odd bumper touch up - averaged over £5k..!

Many people run MBs as status symbols. So cost is not an issue.

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - galileo

Can't get that link to work but I presume it means that you can obtain wiper blades much more cheaply than from high street retailers or franchised dealers ?

A local motor factor I have used for the last 50 years will supply a full set of genuine Bosch wipers for well under £20. There are also internet suppliers who undercut dealers and "high street" retailers. The same applies to brake pads, discs, alternators etc, savings can be quite substantial.

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - Avant

It's usualy worth checking dealer prices (well, maybe not MB dealers) for items like this: they aren't always more expensive. New wiper blades for my last Octavia were about the same price as what you'd get in Halfords - and you could be 100 % sure that they were the right ones for the make and model - not always the case in the shops.

And the screenwash soapy stuff that you get at VAG dealers is excellent - cheaper than Halfords etc and it prevents smears and doesn't freeze.

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - Smileyman

Halfords? My last wiper blades were purchased online from a UK based e-tailer - much cheaper than Halfords (who were out of stock, I checked there first) or any dealer price. They are the right ones - a straight like for like replacement, they are of German origin, not the cheap ones.

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - RT

Halfords? My last wiper blades were purchased online from a UK based e-tailer - much cheaper than Halfords (who were out of stock, I checked there first) or any dealer price. They are the right ones - a straight like for like replacement, they are of German origin, not the cheap ones.

Mine too - excellent delivery even over Xmas.

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - Ordovices

My VW is only 6 years old, so it's still on its original wipers, pads, discs, clutch etc so I haven't had to price them up yet, but if the OEM gear lasts that well, I may just have to go to VW :)

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - idle_chatterer

It's usualy worth checking dealer prices (well, maybe not MB dealers) for items like this: they aren't always more expensive. New wiper blades for my last Octavia were about the same price as what you'd get in Halfords - and you could be 100 % sure that they were the right ones for the make and model - not always the case in the shops.

And the screenwash soapy stuff that you get at VAG dealers is excellent - cheaper than Halfords etc and it prevents smears and doesn't freeze.

Which was precisely my point without naming that particular retailer, and my local VW dealer fitted the things (to my surprise), good customer service from my perspective, a counter-point to the OP's experience perhaps?

Agree on the VAG washer fluid, smells nice too, maybe it's just psychological. ;-) IIRC my local Skoda dealer was the cheapest source of the incredibly expensive VAG (507.1 maybe) Oil which my 170PD A4 guzzled (back in 2008).

Edited by idle_chatterer on 31/12/2013 at 07:28

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - moustache

Very true - TPS (the VW trade parts specialists for VAG) are always cheapest on oil for my 2003 passat. I cannot get this oil anywhere except on ebay, where it is still more expensive. Any equivalently priced oil from euro car pars, gsf etc would still be more and might be dubious in its quality.

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - nortones2

Have you tried Opie Oils? They have a wide range and good prices. No connection - I just buy from them from time to time.

Volkswagon Passat 2.0 Diesel Highline - A dealership 'free gift'! - quizman

I bought some Castrol Edge 5W-30 from Costco at £24.99 + VAT for 4 litres. This oil will be excellent for your car.