front wing corrosion

[cheapaschips]

ayup all,
I got a thorn in the sidewall of my front tyre the other day - bad news in itself, but as i was changing it, my thumb rubbed over a tiny bubble of the wheel arch. upon closer inspection, yes it's the beggining of rust, It's an 05 plate estate with only 50k on the clock.
so, i did a bit of googling and came across all of the stories about VW wriggling out of it, it's a common fault possibly caused by the sponge they glued to the inside of the wing.
so - i took it into the ******* and his grin was ear to ear.
he said it was common and mentioned the sponge but was surprised and how new the car was and the low mileage.
he said he would put the claim in, but it would probably be turned down, and i would'nt get a good will claim either b'cause i had been it serviced elsewhere.
Anyone got any good news to tell me they got agood result or any tips on how to handle VAG customer services if i need to...???

Cheers

[audicab26]

Hi, just found your thread. I have a 52 Plate Passat with the same issue - how did you get on with VW customer services?

Thanks

[cheapaschips]

not heard back from them yet.

will post when i do.

[audicab26]

Hi,

I've just had my claim for the same issue 'rejected'. Did you ever get anywhere with your claim?

Many thanks

[PeteK]

I think it is scandalous that VW refuse to pay for this type of repair - if it is caused by the wing corroding from the inside out it should be covered by the anti-perforation warranty. There is nothing that would be done on the bodywork inspection by a dealer that would prevent this from occurring. Are they suggesting the dealer would remove the wing liner and treat this area? I worked at a Saab / Hyundai main dealer for 14 years as the warranty manager and both of these franchises would have paid out for this type of repair had it ever occurred, as for the annual body inspection which is 'allegedly' done by main dealers it is nothing more than a visual inspection if you are lucky. Most technicians will just stamp the service book that it has been done anyway!

[cheapaschips]

gents,
the first claim 'got lost' so when i followed up, they took all my details again,
VW rejected it, but then i took it to head office and their claims resolution offered me 30% discount on the repair if i paid for it.
so i rang back the body shop to discuss and he said 'is it under warranty ? ' yes i said, why i said. oh becasue we have a different hourly rate for warranty claims. it's nearly double. so that 30% off is on a 100% marked up price. robbin' bleeders. i then asked for two quotes, one as a warranty job, one as a joe bloggs off the street. the warranty price was just over 500 notes, i never got the off the street price.
i also clarified with the paint shop, that if i did pay to get the warranty work done, would they pay out if it went again ?
no sir...

So i put it to the paint shop man - so you want me to pay over the odds for something that should be covered under warranty, b ut you wriggle out of and i wouldnt be able to claim again if it went again ? yes sir he said... i do see you point...

as i work in the aerospace industry as an engineer, i explained this to the girl and that i would fully understand any technially challenging documents and asked the head office girl for the reports that were carried out to prove it wasnt warranty rust. she declined to provide the report

Bunch of cowboys. so i'm going to get it looked at when i get my bumper scuff looked at in a local body shop. i cant invalidate the warranty as there really isnt one.

*******

[dickturpin]

I have found the dreaded bubbles on the n/s wing on my 54 plate passat. Not referred to dealey yet. Perhaps, fearing the likely rejection, it's time for an FOI request to see the extent of the problem!

[Chipped2]

Claimants who have persisted have received contributions of between 50%-100% ! You are only limited by your own efforts ! Just wade in there.

It's not necessary to have a FVWSH, nor any 'Annual Inspections'. Your claim is under the 12year Bodywork warranty and is against the body rusting from the inside out NOT vice/ versa. It has nothing to do with the mechanical warranty NOR is it caused in a mechanical way.

Read the posts that have been on the Forum for some time and print relevant VW Worldwide documents off and use them to your advantage. Insist on having a VW Reference Number AND name of person you spoke too and quote it on each contact with VW. Don't expect VW to give in easily..... it is not in their interests to do so BUT .....neither is it in their interests for the gereral public to know that their cars are RUSTING through in just a few years and the VW Warranty appears totally WORTHLESS.

[ddave05]

I took preventative measures on mine.

My dad has an old transporter which when 4 years old, started rusting on the inner wings. He took ut to VW who basically told him to **** off. Since then, I've just taken any manufactureres corrosion warrantees to be worthless.

Last summer I took the arch liner out of my 04 passat, and took the sponges out. When I looked at where it rested on the metal of the wing, I saw grit and the beginnings of rust. I thought if we have the winter we had in 2009 again (which we did, but worse!), the grit on the roads would speed up the rusting.

Took the sponges out, and painted the areas affected with rust proofing paint (ronseal if I remember correctly). Fingers crossed!

[Chipped2]

Hi ddave05,

You did what you thought best at the time, saw the problem of the dirt dust and grit etc that causes the galvanized coat to be abraded by the foam sound deadening..... which subsequently corrodes following the missing galvanized coat.

You have no doubt saved your wings from further corrosion but in doing so have prevented any claims under your Warranty. On a more positive note you haven't had any dealings with an OBSTINATE VW which can be very frustrating.

VW Worldwide bulletin sheet to dealers sent to all in 2009 advises either repair or replacement and giving Dealers details of how to claim their costs back and the correct procedures to repair or replace the corroded parts....paint codes, cutting back the foam to by 10mm to prevent further abrasion and a flexible sealant to be applied to the area.

It is strange that they drag their feet when they have identified the problem and issued the instructions to repair/replace and how to claim. Beggars belief that they prefer to taint their otherwise good name with existing loyal customers rather than act responsibly. They have chosen the long term, more expensive option bearing in mind that in time, there will be some pretty rusty wings, tailgates etc on Golfs and Passats.

[yaman]

I'm with cheapaschips and ddave05 on this.

Vag get out of this by claiming the damage was caused by
the foam which carries a 3 year warranty.

You could get it repaired yourself for less than the percentage
that vag will take from you on an inflated warranty claim.

Regards
Jim

[Chipped2]

This is the third time that I have tried to answer your post and my reply has mysteriously 'disappeared'. I will attempt a shorter answer.

VAG are no doubt correct in claiming the foam only has a 3-year Warranty.

You are not claiming for the FOAM or under the Mechanical Warranty so please ignore that as it is another delaying tactic.

VW have issued to all VW Bodyshops Worldwide the correct procedures to inspect vehicles presented by owners under their 12-Year Warranty Guarrantee with comprehensive instructions to REPAIR or REPLACE wings with illustrations, paint codes, sealants and its application to resolve the issue TOGETHER with the relevant codes for submitting claims for re-imbursement.

The foam is reused and shortened by 10mm to prevent further rubbing.

See the next Post for more.......

[Chipped2]

.........importantly it also states that the foam must be replaced.

If your car has its original wings remaining otherwise undamaged or oversprayed it will be under Warranty if less than 12 years since first Registration.

You have to apply to a VW Approved Bodyshop (ot all are), in the first instance who will submit your Claim.

It will be refused even if you comply with all the requirements. Ask for the Warranty dept at Milton Keynes and request their reasons for rejection in writing or to reconsider your claim. Important that you are positive and depending on their attitude intend to give the matter all the publicity you feel will be necessary to succeed including County Court action. Motor Codes are a body who can offer some advice on your claim too. Keep all records, dates, names of all ypu speak to at VW etc and in particular ask for a Reference No.

It is surprising that VW are being so obstructive on meeting their obligations especially as any publicity over this matter is so damaging to their otherwise good reputation and that RUSTY cars that otherwise appear to be cared for are the best advert for NOT buying VAG.

This is why they are settling claims for those owners who they think aren't prepared to go away!

The choice is yours.;)

[djsoftware]

Its quite bizarre that I was reading this thread yesterday and then today at lunchtime I looked at my passenger front wing and noticed a large bubble and on closer investigation a nice piece of rust fell off ! The drivers wing is slightly better but there are still rust bubbles coming through. I was amazed how suddenly this has appeared. I'm going to the local VW body shop tomorrow, it was quite amusing when I phoned today and said I wanted to make a claim on the 12 year anti corrosion warranty, there was a long pause then I was put onto the bodyshop manager who said bring it in so he could take photos etc. Anyway reading useful comments above I will push as much as I can until it is resolved. When I get anything to report I will let you all know.

[dickturpin]

Did you contact VW HQ first or go straight to the dealer?

[Chipped2]

First contact is to a VW approved Bodyshop who will instigate the Claim on your behalf. They will contact you when VW HQ have either approved or rejected your claim.

[djsoftware]

I contacted the dealer who has a VW approved bodyshop first. Going in later, unfortunately I've noticed that the corrosion has actually come through as there is some brown rusty water coming through hopefully that will not affect the claim !

[Chipped2]

It should not affect claim although they will say that you should have advised earlier. Suggest you saw blister last autumn but never thought it could be rust as VW has good corrosion resistance! Probably winter salt acceleration. Don't poke at it, leave as you found.

[djsoftware]

Thanks for that, the hole is really just a pin hole but just enough for some nice brown fluid to come through. Anyway I'll see what happens later ;)

[djsoftware]

Just got back from the VW bodyshop. Met the Warranty Administrator who was very new to the job. He took some photos and admitted that the corrosion was coming from the inside, I did question why he did'nt check the paint thickness but he seemed to think he did not need to. He also commented that the rust was in the exactly same place on both wings ! Anyway he is now submitting the claim to VW HQ and said I should hear back in one to two weeks. I also added that I was worried that the rust had come on so quickly and was therefore concerned that I would be driving around with large rust holes on my nice VW so hopefully VW get the message. Once I get any news I will let you know.

[snapdragon]

What o'clock on the wheel arch is this? Say driver's wheelarch?

I have no rust, but want to know where to keep my eye open, until I have chance to remove the liner and check the back.
Is it where the liner seems to cross sides on the lip of the arch?

[djsoftware]

As I think it is said before it is 12 oclock. In one respect it is quite good as it is the same on both sides so validates my claim a little more.

[Chipped2]

What o'clock on the wheel arch is this? Say driver's wheelarch?

I have no rust, but want to know where to keep my eye open, until I have chance to remove the liner and check the back.
Is it where the liner seems to cross sides on the lip of the arch?

Drivers wheelarch ......11.58am. (23.58 if you are a night owl!)

First sign is usually a small smooth flat blister that grows...possibly further inflated by the heat from the sun. Mine spread anti-clockwise to 11.55am! It will be where the foam sound deadening has rubbed. I left mine well alone until VW had viewed and phoptographed.

[dickturpin]

Snapdraggon....I thought I had no problem until reading this and other threads made me examine the car closely. I have found the problem on the passenger side only at this time and the bubbling is very small so in the early stages. I expect vw will assess both sides when I present it to the local dealer.
Oh, and yes, it is at about 12 0'clock on the wing.

[Chipped2]

My passenger wing showed no sign of rust when inspected and my subsequent wheel arch liner removal showed it to be perfect with no sign of the foam/sponge either?. I had to assume it was replaced due to accident damage by the previous owner although it bears no real evidence. I did find evidence that a black flexible moulding against the passenger door column within the inner wheelarch was poorly fitted and loose. Perhaps the foam had come loose and been discarded.....so no rust on that side.

Remember the rust problem was 100% caused by VW. There is no 'betterment' value to you when replaced so you are entitled to 100% replacement cost to be borne by VW. If fact the whole episode will be a hassle and cost you time, fuel etc so you need to insist on the whole cost being met, not just 50%, 70% etc. You will get a courtesy car which will probably cost you more fuel too.

Hopefully you will emerge with a smile on your face and a warm feeling towards VW.....?

[audicab26]

My warranty claim was rejected out of hand as they are adament that the rust was due to a mechanical issue. I don't agree but could not sway VW on this. So looked at goodwill (I have owned a number of VAG cars).

The wing on my car looked awful and I just wanted it fixed.

I insisted that the decision was sent to me in writing. They wrote to me and said they could not offer any sort of goodwill as I had not bought the car from the dealer network.

I sent the CEO of VW an email and a scanned copy of the letter. It was not a rant - I just asked him to reconsider the decision. I explained that as much as I would like to have bought my car from the dealer network, at 100k and 8 years old it was substantially outside of the criteria that would qualify it as an approved used car - so I had to buy private (no choice).

The day after I sent the email, VW rang and offered 60% toward the repair. I did not wish to prolong the issue - so for about £200 (my 40%) I have had my wing replaced with a genuine VW wing as opposed to a pattern part and the side of my car painted by an approved VAG bodyshop. The car was booked in within 2 hours of my accepting the offer. I pick the car up in the morning. :approve:

[djsoftware]

Glad to see that you have got it all sorted - I'm still waiting for VW to get back to me so I may need that email address very soon !

[audicab26]

Glad to see that you have got it all sorted - I'm still waiting for VW to get back to me so I may need that email address very soon !

Make sure you get the decision sent to you in writing. I have just sent a PM to you with some info you may find useful.

Good luck :beerchug:

[audicab26]

Got the car back today from the bodyshop and I have to say it looks fantastic - well worth all the effort, and I am so pleased I did not give in and get it bodged somewhere.

[djsoftware]

I also own an 05 Sharan and was wondering if anyone knows if this car also suffers from this issue ? Many Thanks.

[Chipped2]

Not heard of the rust problem happening to anything other than Golf and Passat. Maybe worth checking beneath your front wheel arches if you have a plastic liner fitted. Someone has to be first in the queue. After all it takes a few years to show up especially as VAG models are pretty well protected.

[TimboUK]

Thanks for the info on this. My 54 plate highline is now suffering the same fate!
Anyone seen the file sent out to the bodyshops? This would be a brilliant bit of ammo to have when visiting a dealer.

[audicab26]

Here ya go... It refers to the Golf, but it is the only one I have seen.

Good luck.

[TimboUK]

Here ya go... It refers to the Golf, but it is the only one I have seen.

Good luck.

Thanks, wish it were the Passat one though, but many many thanks for this one :)

[audicab26]

I didn't see one for the Passat - and I looked everywhere.

Note, I got my wing sorted without resorting to showing them the bulletin.

[Chipped2]

I had the document but didn't show it either, just referred to its existance as proof that VW had recognised the fault and had issued the repair procedures to all VW Bodyshops worldwide. They asked if my dealer had given it to me. My reply was that it was on the internet as most things are if you know where to look.

I also said that I would only accept a 100% contribution from VW as the corrosion damage was caused 100% by them and that as the owner I could not have contributed to the corrosion in any way or have avoided it. It is adequately covered under the 12 year Bodywork Guarantee and that I didn't intend to haggle. They rang back with an offer of 70% which I refused and asked them to reconsider before I took the matter further. They promised to phone back over the weekend which they did with a 100% contribution. I was aware that the person making the decision was not the person who I was talking to. It was being passed up the line for a decision.

My car is in excellent condition with no aftermarket parts, does not have a VWFSH as I do all filter/oil changes, discs/pads myself. I do get the Dealer to do cambelt etc as need to have the piece of mind of a warranty. They have the tools and can do in a fraction of the time.

Don't be put off in your dealings and don't allow the matter to drag on. Keep a log of all contacts at VW Cust Care with dates etc giving deadlines for replies. It is relatively easy if you approach in a logical way. I am delighted with the finish to my new wing as are others who have been successful.

[seagulls01]

Exactly the same problem with my '52 plate. Both front wings, in the same place.

[djsoftware]

I'm still stuck in the slow process of getting my claim registered with VW (over 3 weeks now). The warranty adminstrator at my local garage has not been getting any responses from VW about the claim but I'm sure he will want me off his back as I keep chasing him ! Washed the car at the weekend and its amazing how much worse it looks now.

[Chipped2]

Ring VW Customer support yourself complaining that your dealer is not getting any reply to his attempts to registering your claim. Get a 'complaint' reference number which you can then quote each time you phone. If you get fibbed off by Cust Care aske to speak to a Supervisor or to speak directly to Warranty Claims. Do keep names of all you speak to, times dates etc. Don't allow it to drag on!

The corrosion does seem to accelerate rapidly once it apears, more blisters etc. Has a 'VW approved' Bodyshop taken photos yet and done the other tests? Only takes a few minutes.

[djsoftware]

I have been trying to get the reference number but will follow your advice and contact VW customer service directly - I'm keen for a reference otherwise I feel this is currently nowhere in the system. The warranty administrator did take photos of both wings but I was surprised he did not test the paint thickness etc so I do expect a return visit once the claim is logged with VW.

[djsoftware]

Just thought I would post an update. The claim is still going through (although slowly). I have now had VW use their preferred body shop who took paint thickness readings around the whole car whilst the warranty administrator took photos of these readings. The owner of the independant bodyshop said before I could say anything 'oh yes this is the wing corriosion caused by the foam' ! So it is a known issue, he also said that all the readings were 'in tolerance'. Today I had a phone call from the warranty administrator who said that VW had asked for my mileage (105 K) not sure why they would want this but at least I know the claim is progressing (slowly) so still hopeful at the moment.

[Chipped2]

So far so good. They will now offer you a % contribution to the cost of repair usually 50% off an inflated cost. Refuse it on the basis that the problem is 100% theirs and that you will accept no less. Remind them that VW have issued Worldwide bulletins regarding this issue admitting the problem and detailing the remedy. Don't be bullied, stick to your guns. (Several owners on this site including myself have received 100%). Remember too that this matter has already cost you time and hassle so whatever happens you are already at a loss! Make sure you get a courtesy car too.

[NeilS]

Just jumping in here to say a big thank you for everyone's recommendations on this issue. I've just had VW offer 100% for the same problem on my 2005 Passat. Initially it was rejected as mechanical damage and not covered. I told them I had seen a bulletin confirming the problem and the fix and that many owners had been offered 100% goodwill. I asked them to email me and even though they called me back twice I asked for everything to be confirmed in email and my responses were all via email. They offered 70% which I rejected but I said I'd take 90% no less and they came back with 100%. They said it was down to the age of the car and my loyalty to the VAG brand. After the 70% offer they asked if I had owned other VAG cars as this could help with increasing the goodwill gesture. I listed out quite a few over the years. No comment from them about the 5 main dealer service stamps in 55k miles affecting their decision (I had bleated on about this a bit!) Have to say they were very good about the process, all sorted within 2 weeks, polite, non-confrontational and responsive. I think it pays to be matter of fact, calm and precise in how you deal with them.

[Chipped2]

Great news, you seem to have done all that you should. Thanks for posting your success which will help others to succeed too. Regards etc.

[djsoftware]

I just thought I would post an update - Currently stuck with a %50 goodwill offer, orginally the main dealer said no to anything so I then contacted VW customer services who then carried the claim on. I rejected the 50% offer but they won't budge and as it turns out its my local main dealer who won't pay out any more (according to VW customer services). My comment to VW was would it change if I went through another main dealer as I was particularly unimpressed with the one I had been dealing with ? And they said I could but I'm not really sure this would change things. I was told again that it was the age of the car (8 years) and the mileage (106K) and I repeated that there were technical bulletins about the issue etc plus the fact I own another VW and have had others before. Incidentally the bodyshop said I needed two new wings (~ £1K), I asked for a private quote aswell which weirdly was more than the VW one !

It might be time to email someone further up the chain to see if that would change things as I do seem to be stuck at the moment. I do wonder whether the fact that over the past 4 years my car has not been serviced within the VW network (by a VW specialist) has also been looked at.

[Chipped2]

There is no requirement for your car to be serviced by a VW dealer to qualify for the 12 year corrosion guarantee. If they have offered you 50% contribution they have admitted that it qualifies under the warranty. My own car is not serviced by VW, is a 2002 model with over 140k miles and I received 100% and a courtesy car while it was done. You are NOT claiming under any GOODWILL OFFER! Yours is a claim under a 12 year Corrosion Warranty provided with you car, and is within the time limits specified!The only reason for offering you a 50% contribution would be if one of your wings had previous repairs that did not qualify under the terms of the Warranty.

Do not bother any further with your dealer. Go back to Customer Services with your claim number and ask why you are only being offered 50% while others with higher mileages and older cars are having their rusty wings replaced? Ask to speak to the relevant Warranty Dept if necessary. Always have the names of all you speak to and the times and details of the call. State that you are prepared to accept no less than 100% contribution as the problem was entirely caused in manufacture by VW, is well documented and that VW have even issued Worldwide bulletins to all dealers on how to repair/replace affected wings and the Claims procedures to apply? Ask them to reconsider your perfectly valid claim.

If their answer is still 'NO', ask for their reasons in writing for rejecting your claim while other owners claims have been met in full? You can always suggest that you will consider a County Court Claim and that you cannot understand why VW are prepared to risk their reputation by forcing owners to take this action.
Keep us all posted.

[djsoftware]

I have given up with the dealer and have only been dealing with VW customer services, it was VW customer services who indicated today that the %50 goodwill was decided by the retail outlet (main dealer) which did not sound right to me. Anyway I will keep pushing as %50 will be a bill of ~ £500 which I do not feel is fair since the the rust is not due to any fault on my part. I will keep pushing even though I have just found out today that the chap who deals with the warranty claims @ VW customer services is leaviing in a few weeks so I will soon be dealing with someone new which may or may not help.

Its good to see that people have had success otherwise it would be quite easy just to give up when VW say No.

[audicab26]

I have given up with the dealer and have only been dealing with VW customer services, it was VW customer services who indicated today that the %50 goodwill was decided by the retail outlet (main dealer) which did not sound right to me. Anyway I will keep pushing as %50 will be a bill of ~ £500 which I do not feel is fair since the the rust is not due to any fault on my part. I will keep pushing even though I have just found out today that the chap who deals with the warranty claims @ VW customer services is leaviing in a few weeks so I will soon be dealing with someone new which may or may not help.

Its good to see that people have had success otherwise it would be quite easy just to give up when VW say No.

Have sent you a PM with email details

[ajfry99]

I had corrosion on the wheel side lip of both front wings on an 03 TDi estate. Local main dealer has a warrranty person who photographed the areas, measured paint thickness and sent the report to VW. They initially refused to repair but after phone calls agreed to replace both front wings as the body guarantee is for 12 years. Try Caffyns in Sussex!

[djsoftware]

Things are still moving - I'm now upto a 70% contribution but when I mentioned that other people have received a full 100% they asked me for case numbers so they could compare but thats a bit difficult as I don't have any. Also trying for brand loyalty so I listed other VAG cars that I have owned - waiting for VW to get back to me. It has taken alot of time and effort to get to this point but at least its moving in the right direction.

[Chipped2]

It is moving but.... who will blink first? VAG have case numbers of all the people who have claimed on the 12 year Body Warranty and the ammounts and percentages paid out. It is not a condition of the Warranty that the customer has to guess these.... it is utter nonesense and you need to tell them so. With your claim ref. No and name of the person handling your claim, send them a recorded letter giving them 14 days to agree to honour your VW Warranty with a 100% contribution to providing satisfactory repairs. Failure to do so will give you no alternative but to give the matter publicity on VW Forums and start a claim through the Small Claims Court. Many other models are having similar problems too.

http://www.vwgroup-paintandbody.co.uk/downloads/technical/2009Nov9CorrosionToGolkMk5FrontWing.pdf

[passat tdi130]

hi all mine has just started to corrode on the drivers side front wing just on the flat lip of the arch...... just a small bubble about the size of a 5p

so this warranty claim i assume is a drawn out process but possible worth it in the end..?

2003 passat sport

[NeilS]

hi all mine has just started to corrode on the drivers side front wing just on the flat lip of the arch...... just a small bubble about the size of a 5p

so this warranty claim i assume is a drawn out process but possible worth it in the end..?

2003 passat sport

Yes it is a bit drawn out but pretty straight forward if you follow the advice here and you should get a result. Mine is in for repair now, could have been sooner. It took 4 weeks to sort but I think much depends on how responsive the dealer is (mine, Windrush Maidenhead were good) and then who you get at VW Customer Services to handle your case when inevitably you're told it isn't covered by the warranty. Mine was rejected outright by VW Warranty and it is VW Customer Care who are paying for it as in their words the car is relatively low mileage, has been main dealer serviced and I and family have been loyal to the brand having owned and run quite a few VAG cars. Maybe their goodwill payment is used to deflect from the flippin' obvious that the paint fault is definitely a warranty issue but they're not going to admit it openly? Good luck!

[djsoftware]

In my case it has been quite drawn out, I started the process in Feb with the main dealer and I'm nearing an agreement with VW customer services so the car has still got to go in for two new wings ! I must say that since May when the dealer said 'No its not covered' and I have taken the issue up with VW customer services they have been very effecient so from facing a £1K bill I'm now looking at paying just 30% of that. I have been trying to get them above 70% but its getting vey difficult. Whats funny is that they repeat that Warranty are not paying as its not a warranty issue so they are just giving a 'goodwill' gesture which they will then look at your VW service history and also ask if you have had other VWs (which they will also check the service history on). My feeling is that if your car is dealer serviced (which mine is not) you will do alot better with the 'goodwill' gesture. Anyway its worth progressing and remember when they say 'No' do not accept it and push further - Good luck.

[Chipped2]

Really can't state this enough! There have been several Warranties with all new VW passenger vehicles (probably commercial too) being;

Dealership Warranty . 2 year vehicle warranty ("the vehicle is guarranted free of faults for 2 years as of delivery to customer") with mileage limitation. servicing conditions etc etc plus;

Additional Warranty. Paint faults are covered for the first 3 years following delivery.

Additional Warranty. A 12-year Bodywork Warranty that specifically covers corrosion from the inside out or as VW state "through-rusting" that is virtually without condition and applies to "vehicles with fully galvanised bodies".

In your "1.1 Service schedule" on "Page 16" states in reference to through-rusting "However should this type of damage occur, it will be repaired free of charge for parts and labour by any Volkswagen dealer in Europe"

There are no annual inspections required..... is not specific to the original owner..........it is not a requirement that the car has been regularly serviced by a VW Dealer etc. It is important that you notify VW of the suspected corrosion as soon as it is seen but this is not a stated condition for a successful claim especially as the rust shows as a small blister that spreads slowly....unlike most owners perception of rust as being 'crusty'.

Don't be put off. Be FIRM but POLITE. The last thing VW want is court action. Go direct to VW Customer Services to avoid further delays. Help yourself and and other owners too.

It seems that VW are now trying to say that it is not covered by 'the Warranty' and are attempting to partly settle some claims by offering a 'contribution' to the Claim as a goodwill gesture! (Indeed it is not covered by the 2 year Warranty dealer warranty and is a ploy to put you off!)

You need to make it quite clear that your claim is being made on the "....additional Warranty on through-rusting covering the first 12 years after delivery..."

[PeteK]

The dreaded wing corrosion has now appeared on my own car, a 2004 54 plate Passat 130 Highline. I noticed this when washing the car a couple of weeks ago - a couple of small blisters have appeared as can be seen in the photo below and one of them has burst and there are signs of rusty water coming through. It has only appeared on the n/s/f wing so far, it's amazing how quick it develops though as I only washed the car 2 weeks before this and there was no obvious sign then (I always have a good look after reading this thread!)


14630

Anyway, I rang the local dealer (Corkhills in Southport) and made an appointment to get the car looked at today. A very helpful young lady took the car into the workshop for 15 minutes or so and did some paint depth readings and took some pictures. She then advised me that all the paint depth readings were consistent which indicated that it was the original paint and wing and that she would submit a claim into VW as the rust had come from the inside out. She did ask whether it had a dealer service history (it had full dealer history up until 80k miles but has now done 186k!) to which I advised that since I bought the car I had used independant garages and then had started doing all the servicing myself as of this year; I did point out though that this should have no bearing on the validity of the 12 year corrosion warranty as even if there are body inspections required they are hardly going to remove the wheel arch liners and start looking under the wings. I've been advised that they should hear within a week so I will update this thread as and when.

[Chipped2]

The blisters will increase in size quite rapidly. The metal behind it already quite rotten so do not prod it! As I'm sure you already know, the problem is caused by the acoustic foam shaped pad that fits between wing and the wheel arch liner at this point touches the area where you have the blisters. Dirt/grit/sand etc has come between the galvanized wing and the edge of this pad.....and with vibration/movement has worn through the galvanized layer and with added road salt you can see the result.

VW are fully aware of the problem and issued Worlwide bulletins on repair or replacement. Hold out for 100% replacement as it is 100% a VW problem as I did. It affects Passat, Golf, and I believe Jetta. I had the VW document mentioned above that was on the internet but deleted it only last week. Could find if required.

[PeteK]

Thanks for that. To be honest I wasn't holding out much hope because I know the car has had a few panels repainted prior to me buying it, however the good news is the wing appears to be original. The girl in the dealership seemed quite hopeful although she did mention that VW may want to see the service history at a later date - I did point out that this should have no bearing on any corrosion warranty claim and she kind of agreed but said that dealers are meant to carry out checks on the car every now and again although because I had spotted the rust at a very early stage it may not cause any issues. She also said that if they did agree to the claim that it may just be a case of repairing the wing rather than replacing it - I was surprised at this as from my experience when rust gets into a panel it is virtually impossible to prevent it coming back at a later stage without replacing the whole panel.

[Chipped2]

http://www.vwaudiforum.co.uk/forum/showthread.php?104409-front-wing-corrosion/page6

This relates to the Golf range but applies to the Passat B5.5 range too. It advises VW Bodyshops on how to recognise the condition and the methods to remedy the corrosion and even the charging codes to apply when claiming off VW. I would print it off and as a last resort make VW Warranty aware that you have a copy that you found was 'on the internet!' (You could also ask Motorcodes for advice who are a Trade Body to whom most Car manufacturers subscribe although I understand they do advise you to accept a contribution to the total cost showing they have a foot in both camps!! Their number is 0800 692 0825 ) Don't accept a repair. You will find that VW will do a replacement wing.

[PeteK]

I got a call back from the dealers today saying that VW had authorised the repair and asking if I needed a courtesy car whilst the repair work was carried out. The lady then went on to explain that VW were doing this as a goodwill gesture and not under the 12 year anti corrosion warranty, she then started asking questions about the service history. As I mentioned earlier, the car had full dealer history up until 80k miles (it was originally on the long life schedule). After I bought it I had the servicing done at both a local garage and a VW specialist up until 160k miles; after this I bought a Pela oil extractor pump and started doing my own services and the car has now done 186k. I have always bought my own parts from GSF for all the services using MANN filters and the correct PD oil. The lady at the dealers said that she would need to see a copy of the service book and receipts for the parts that I have used just as proof that it does have a full history.

I've now got a horrible feeling that they will try and get out of doing this free of charge due to the fact that I have never had the servicing done at a VW dealer - I can't see them paying out under goodwill for someone that has never used the services of a dealer other than to buy the odd part that you cannot source elsewhere!

[Chipped2]

This is a new approach from VW! You are not claiming 'a goodwill gesture' which you would only need to do if you had no 12 year Anti Corrosion Warranty and were approaching them with a 'begging bowl'. I would thank them for the Goodwill Gesture in offering you a courtesy car but make it clear that you are claiming under your vehicles 12 year Corrosion Warranty which is not dependent on your car being serviced by a VW dealer. The Block Exemption Rules (BER) I believe means that you do not have to have your car serviced by the Manufacturers Dealer network for the Warranty to remain intact except the onus would be on you to prove that the work was done to the manufacturers standards and using approvd parts.

This really doesn't matter in your case as the Corrosion Warranty does not require a Dealer to make any inspections of the bodywork or you as an owner to have to do anything other than care for the car in 'compliance with the operating instructions'. Inform them again that as soon as the blisters appeared you submitted a claim so that you have not contributed in any way to further corrosion and you expect your claim to be met in full. Do not accept a contribution as it is 100% the fault of a build/design fault at VW. You haven't contributed to it in any way and therefore should not be liable for any of the cost. There is no 'betterment' advantage to you either as the whole wing is galvanized anyway as it still should have been, and will be, following replacement!

[PeteK]

Just a further quick update - my car is now booked in for repair on the 26th of this month. VW have agreed to pay 100% of the repair although the dealer is still stating that this is as a gesture of goodwill and they are unable to claim it under the anti corrosion warranty. As long as they are paying, I am very happy and don't mind how they claim it back! They are also providing a free courtesy car for the week, although they are hoping to have it completed in 3 days. They are satisfied that the car has been serviced to the manufacturers standards using OE specification parts sourced via GSF, also as the corrosion is in a very early stage they are happy that the bodywork has been inspected regularly for any corrosion problems. Although there are no anti corrosion warranty inspections required, the argument they have is that if the car goes into a dealer for a service that they would spot any corrosion issues at an early stage. The warranty claims manager explained that they have had quite a few people with this issue - initially VW were reluctant to pay 100% for the repairs but they have now relaxed this as they accept it is a fault, however it is much easier to progress a claim if the rust is brought to the dealers attention when it is at an early stage.

[Chipped2]

That is really good news. Quite agree that it is the end result that matters and the wording they wish to attach to their repair is irrelevant. Re. their claim that Dealer would spot any corrosion issues is utter rubbish as my Dealer was asked (in a note attached to my screen when I had a cambelt replacement ) to investigate the wing blister and I was told it was delamination of the clear lacquer or possibly a previous accident repair! It is only persistance that pays off as you have found.

The speed of the corrosion is amazingly quick once the first blister is noted so possibly some owners have been prevented from a claim by VW arguing that it hadn't been reported soon enough which was one of their claims to me as well as stating that I was out of Warranty! Owners must check their cars regularly and take pictures when a blister is first noticed.

These postings are important to give encouragement to others who are at the point of giving up.

[PeteK]

Just a quick update - I took my car into Corkhills VW last Monday and they lent me a brand new Polo 1.2 for the week (nice car but a bit lacking in power!). The body shop were going to try and repair the wing but when they stripped it back to bare metal they found that the panel had perforated as I suspected it had and so would need replacing. I got my car back on Friday and I have to say i'm delighted - the paint finish and match is perfect. It just goes to show that VW will pay for this repair and you should not accept anything less than 100% contribution - I think it makes a huge difference which dealer you use and Corkhills were fantastic in this respect. VW agreed to pay the full cost straight away although this did go down as a goodwill claim rather than under the 12 year perforation warranty.

[Chipped2]

Hi PeteK,

Thanks for posting the final result and your delight in the work carried out by VW. These postings of success do help other owners to persevere in their claims. Regards, Paul

[dickturpin]

And as an update, I also got mine sorted with 100% from VW. Thanks to posters on this thread. You can get there in the end if you persevere.

[djmx5]

After cleaning my car the other day i noticed small bubbles under the paint on both front wings. Took the car to Stafford VW today where very helpful service chap took the paint thickness readings for submission of my claim. He opinioned that there was a good chance VW will authorise repair as it is a known issue (I did not prompt him on this point) and the car was in good condition and the fact that i had alerted VW as soon as the rust became evident.

I have read all the post surrounding this issue and have gleaned a wealth of info, so thank you to all who updated this thread. Hopefully this will make the business of appealing so much easier should my claim be rejected.

Cheers
D

[vwpaul1957]

hi guys i have also found rust on the front wing,had it rejected buy vw,so i phoned vw customer service and am waiting for them to contact me it should be tomorrow i will let you know ot the outcome,the information on here i think will be invalueable

regards paul

[djmx5]

Hi VWPAUL

When you say you 'had it rejected buy vw', do you mean the dealership that you took the car to for examination? Were you given a reason for the rejection and if so what?

Cheers
D

[vwpaul1957]

the dealer said it was rejected by vw,the dealer took photos sent them off phoned me to say it was rejected, they said the rust was from the outside inwards,not inside outwards, so i contacted vw my self

[ajfry99]

In my case, and I expect most of the others, the corrosion starts on the lip of the front wing, ie the section pointing at 90 degrees to te tyre wall.
VW will reject claims where there has been front wing damage if the paint thickness and photographs show this.

You do not state the age of the vehicle or it's service record - VW sometimes come back on this.

Try VW customer services - it is a free phone number so they will pay for the call.

John Fry

[vwpaul1957]

hi its a 03 plate golf tdi estate,no wing damage,just rust on the lip, part history it does not need a service history to claim on the corrosion warrenty
regards paul

[ajfry99]

Can I again suggest that you phone VW customer services them selves and explain that the problem is at the same location that others VW owners have had rectified by VW.

It does sometimes help if this is not the first VW you have owned. My rust problem was initially declined until I phoned VW - one of the questions was how many Passats had I owned and were there VW cars owed by other family members. The answer was six and yes!

John Fry

[ajfry99]

Please see my recent quick reply.

John Fry

[vwpaul1957]

i have contacted vw customer services today,they are looking into it and will phone me on friday

paul

[djmx5]

Well after taking the B5 to VW Stafford between Xmas and New Year for their man to take photo's and paint thickness readings, I have today been told that VW have agreed to replace both front wings at their cost and will provide me with a replacement vehicle for the duration.

This was without any 'haggling' or negotiation on my part.

I can only conclude that the issue of vehicle warranties is something of a lottery and sometimes you win, other times you don't.

I hope those of you that are still 'battling' with VW on this point get a result. As I have not had to enter into dispute with VW over this point I can add nothing further to the advise already posted which seems sound enough.

Cheers
D

[PeteK]

That is good news, I had the same result with Corkhills Southport when my n/s wing started bubbling. I'm just waiting for the o/s one to do the same now!

[ajfry99]

It appears that some repairs are no problem whilst other - for some unknown reason - are initially refusec. I suggesa that if any fallinto the latter catagory that the ownercontacts VW customer service.

John Fry

[vwpaul1957]

thats good mate,vw rang today they are looking into my claim again lets hope for a good result

regards paul

[chipped3]

VW are aware of the problem but are reluctant to pay up. You will need to be quite firm in your approach. You are making a claim on your 12 year anti perforation Warranty NOT any goodwill claim. You will require a Claim Reference number from VW Customer Services and keep names of all you contact. You are entitled to a 100% contribution if you meet the criteria for the claim. You are not legally required to have a full service service history as it is not a condition for your claim. It clearly helps if your car appears to have been well looked after and been subject to a service history. Mine was largely my own using always VW brand oils,filters etc. I received 100%. It takes many years for the bubbles to appear by which time the perforation has started and gathers pace to be completley corroded at the top edge of the wing. Best of luck and be persistant. Seek the advice of Motorcodes to whom VW subscribe if needed.

http://www.vwgroup-paintandbody.co.uk/downloads/technical/2009Nov9CorrosionToGolkMk5FrontWing.pdf

[djmx5]

In the event of my claim being rejected I had pondered my course of action from that point. Taking into account the good points made by chipped3 I considered my poistion as the Consumer.....

It may assist others to know that the terms of the corrosion warranty provided by VW are in effect a Unilateral Contract in that performance of the terms does not require the consumer to signal his acceptance other than by performance of the terms. In this case it means abiding by the terms of the corrosion warranty....looking after the bodywork in the prescribed manner...reporting corrosion at the earliest opportunity etc, etc.

As there is no requirement under their terms to submit the vehicle for any periodic body examination, have the vehicle serviced at VW or even purchase the vehicle from a VW agent this makes things easier for us as consumers to assert our performance of the contractual terms and also VW's refusal to abide by their 'Warranty'.

For this reason I do not think it necessary to consider The Sale of Goods Act 1978, s.14 which concerns the durability of a product. I don't know about you but my B5 is 6 years old and the relatively minor defect of rusting wings is unlikely to establish your claim that the vehicle taken as a whole is not durable. In any case this would require pretty good recourse to case law to back up your position.

My approach would therefore have been to put the value of the VW corrosion warranty to test on its' own terms by taking VW to the small claims court for breach of contract in that they failed to abide by the terms they set for the Corrosion Warranty. Whilst this is, for the Consumer, a pretty big step, it is one that VW are unlikely to permit as whatever the decision of the Court it is bad news for VW. If the consumer wins his case VW are seen as having to force their customers into court action to assert their rights, if the consumer loses his case, the frailty of the warranty is laid bare for all to see.

Not something VW and their hard fought perception of quality would be willing to gamble i dare say.

I hope this will assist some of you when preparing your response should your claim be refused.

Cheers

[chipped3]

Agree fully with the above post which is an excellent summary of the situation. If you are in dispute with VW do push ahead with your claim as you will succeed. I did and obtained a 100% contribution with courtesy car provided. There is all the info you require in these 8 pages of 'Threads' to arm you in your battle!
It is better and quicker to deal direct with VW Customer Care noting Reference Number, all names etc.

[vwpaul1957]

vw customer service rang me today, i have to take my car to the vw dealer on saturday so they can check the paint thickness will let you know the result

[vwpaul1957]

paint thickness are ok,got offerd 70% of the cost as a good will gesture,as my car was out of warrenty and its millage of 103,400 told them the car was a 03 plate so how can it be out of a 12 year warranty, i will not accept any thing less than 100% as its a legitamate claim u
under the 12 year anti corrosion warranty, i await there reply
paul

[chipped3]

You have a valid claim on your 03 Passat 12 year Body Corrosion Warranty that came with your car and you must make that quite clear to VW Customer Services and that you ARE NOT MAKING A GOODWILL CLAIM!!!!
Remind them that the reasons for the corrosion are well known and documented, are 100% the fault of body insulation fitted to your vehicle during its manufacture and as a result you hold them 100% responsible for any rectification work required. Failure to approve the necessary repairs within twenty one days will result in a claim through the County Court to include all necessary costs.

As they have stated that the 12 year Corrosion Warranty is not valid, ask for a written statement to this effect as you are also seeking Legal advice.

Don't accept 70% and don't let them drag the claim out any further. Give them a time limit as above.

[djmx5]

By way of update.....my car will be returned this week. I have been informed that as the rust had only just started the wings have been repaired as opposed to being replaced. The rubber moulding beneath the wing liner has been modified so as to prevent a re-occurance of the problem. Pressuming the body repairs are completed to VW standard and they being done at Liverpool VW repair centre, i should not expect to see the same problem again.

Or am I expecting too much????
Time will tell I guess.

D

[vwpaul1957]

vw have agreed to repair my car at no cost to me,i am now waiting for a call to see when it can be booked in
regards paul

[chipped3]

By way of update.....my car will be returned this week. I have been informed that as the rust had only just started the wings have been repaired as opposed to being replaced. The rubber moulding beneath the wing liner has been modified so as to prevent a re-occurance of the problem. Pressuming the body repairs are completed to VW standard and they being done at Liverpool VW repair centre, i should not expect to see the same problem again.

Or am I expecting too much????
Time will tell I guess.

D

Although VW's Corrosion Warranty includes a repair instead of a replacement panel I have not heard of a repair being offered as it must be as easy to replace a galvanized wing than effect a repair of a rusted/pitted part. It cannot be as good as a replacement and I would not be as happy with their offer.

You bought a vehicle with a galvanized wing and are receiving a wing that has corroded and been repaired. You would expect a replacement galvanized wing...... with the problem insulation panel modified....... reasonably to last a further 12 years!
I would ask the repairer to state on your 'invoice' that the repair they have done on the corroded wing is to a standard equal to that of a replacement wing and if necessary ask the same question of the VW Warranty Dept. I suppose you will have to accept that they have met their obligation.....just keep a watchful eye on it! Take a macro photo of it too.

[Choffit]

My 2002 Golf has rust on the front wing. I took it to the body shop in Milton Keynes yesterday who suggested that I would have to contribute 30% contribution. I am awaiting the quote which will be supplied from a dealer in Milton Keynes. I'll let you know how I get on. I will go to customer services as suggested he if I don't get 100% paid for by VW. Thanks to all who have posted their experiences.

[Buzzoff]

I have got a 2005 mkV golf gt tdi which had very small rust bubbles on the off side front wing, I found a post on this forum regarding this corrosion problem which alerted me.
After discovering it I contacted VW customer services who pinged me on to my local VW dealer who pinged me on to a VAG bodyshop. I printed off a VW workshop data sheet (supplied by this forum),
when my vehicle was inspected I showed them the data sheet. At which point the bodyshop chap said they had seen the issue before and would put a claim in for both wings (I insisted that both were to be replaced).
A few days passed and I was notified that VW would pay 100% for the replacement of both wings.

My car had full service history but only 80% VW, it had also done over 100K miles both of which had nothing to do with the design fault of a foam pad pushing the wheel arch liner into the inner of the wheel arch. I is VW's problem and not yours.

Stick to your guns and insist on 100% payment. VW are well aware of this issue. It may be a good point to bypass the VW dealers and go direct to the VAG approved bodyshop who after all will push for the work to be done, after all if you make it crystal clear that you are not paying a penny then it is in the interest of the bodyshop to get the work.

Good luck to you all

[djmx5]

Picked the car up today and it looks good.

Whilst the start of the corrosion was only visible at very close range or under wheel arch examination (only the wing 'lip' had small rust) the wings now look as good as new. They have defo not been replaced but repaired, the quality of which I cannot fault but then I am not in the trade. As long as it lasts.......as I say time will tell.

I did speak to the bodyshop manager about my concerns that a repair may start to show rust and he responded that it was unlikey to occur again as the foam had been modified, but that if it did to give him a call and as the 'job' was on the system it should be no probs to do again.

Very pleased with the VW service from Stafford VW and 'Billy' the Liverpool bodyshop manager.

I do hope the repair lasts as I find the B5 so comfortable and do not want to spend the £25k+ that I would have to,to get a new estate to Highline standard. Can't beleive how expensive new cars have become since I got mine!
No wonder the world went and got itself in a whole heap of debt.

Okay, good luck to those who are still pursuing VW for the rust issue.

D

[vwpaul1957]

car goes in on monday 6th feb for repair will let you all know how i get on

[Choffit]

The warranty work has been approved by VW but they want the 30% contribution from me. I have raised it with the brand manager in the mk branch of VW but he's not prepared to budge on the 30%. I have a call in with a manager at customer services but they have already spoken to the brand manager so i don't think I'll win this one. I'll update after the call on Monday. :zx11:

[chipped3]

I would point out to VW that you believe that you are being unfairly treated in that many owners have received a 100% contribution for repairs. The VW Warranty does not indicate that the owner should have to make any contribution to its repair if it falls within the Warranty period and qualifies under the terms of the Warranty. I have been advised that I should take this matter to the small Claims Court and will do so if you do not reconsider your decision to meet my claim with a 100% contribution within 21 days of the date of this letter.

Send your letter by Recorded Delivery to the relevant Dept at Milton Keynes, quoting your Claim number addressed to the person that is handling your claim at VW.

What have you got to lose?

[Choffit]

Thank you for the advice. I'll let you now hw the call goes on Monday.

[rosecrab]

I had the same problem with my 2004 Passat in Decenber of last year. VW would only offer 70% of the repair cost (as a goodwill gesture) which I rejected and insisted that they honour the anti-corrosion policy. At this point the main agent (Ridgeway in Newbury) offered to make up the remaining 30 %, which I accepted. I cannot speak highly enough of the service I received from Ridgeway; I was given a courtesy car and when I contacted them to arrange to colect the repaired car, they informed me that they had found corrosion in the other front wing and were replacing that free of charge as well! The repair was of high quality. I would advise anyone else with this problem to continue to insist that VW pay for the entire repair. There seems to be such a large case history of claims being met in full (albeit under the guise of goodwill payments) that it must be very hard for VW not to pay up!

[Choffit]

The problem I have is that the dealer has flat refused to put up the 30%. If I don't get it from the dealer I fear VW head office won't make up the difference. I have to hope another dealer will pick up the cost.

[Choffit]

I didn't get a call back from VW customer services and so I called them. Apparently the manager is in a meeting again!!! I'm told that they are looking in to it and will try to call me back this afternoon.

[Choffit]

The case manager called me back and gave me the goodwill gesture story and the it's not covered under the 12 year warranty story. She has now told me that she needs to look into finding another franchise (not milton Keynes) to do the work because then if they offer to put forward a level of contribution she will match it. The problem I have now is that neither of the VW dealers here I have my car serviced have body shops any longer. She will call tomorrow, I will update after the call.

[chipped3]

Ask 'her' why your car is not covered under the 12 year warranty and ask her to put it in writing as you intend to test VW's 12 year corrosion Warranty through the Courts if VW continue to refuse your claim.

You are NOT claiming under any 'goodwill gesture' but under the 12 year Warranty that your car clearly has until the 12 years has expired. Have her name and insist on her statements in writing! Ask her WHY many other owners have received a 100% contribution to full wing replacement? Unless you push you will not get it done!!!

[Choffit]

VW have agreed to pay the full amount. Whoop Whoop. Persistence paid off. They are going to check the other wing at my request as it has started to bubble much like others have had.

Thanks all for your words of support. If there are any others still awaiting a decision, don't give up. VW know it's an issue.

[chipped3]

Good to hear that you have been successful.

Its a battle of wills I'm afraid!

It's very unprofessional of VW to act in the way they have and they should be ashamed of the way that they are acting towards their customers. It is not the way that one of the worlds leading car companies should act. Unfortunately such is the quality of some of the present staff at VW and their Customer call centre UK. Sadly a lot of UK owners are not persistent enough and accept what are clearly lies about the 12 year Warranty situation which is why I and others have given encouragement not to take no for an answer.

I would add that UK forums such as this one and UKPassats ought to be more pro active in support of members in reminding VW of their Warranty responsibilities to owners of their vehicles, both LEGALY and MORALLY. Without members there would be no forums.

What have you to be afraid of, you have the CLOUT, use it!

NB. chipped2 and chipped3 are one and the same! Had problems logging on last year so re-registered.

Comments appreciated!

[vwpaul1957]

hi guys just to let you all know got my golf back from bodyshop,had a new wing fitted all looking good,and at no cost to me all done on the vw corossion warrenty, thank you all for your advise and help,it pays to keep on to vw customer services,good luck to everyone
regards paul

[powerband]

I went to my local dealership, Lookers in Northallerton over 3 years ago about my wheel arches, both showing signs of rust. The start of an epic tale, I was told eventually the rust was caused by the inner wheel arch liner vibrating and rubbing through the paint and as this was mechanical it would only have been covered on the 3 year mechanical warranty which had expired. I contested their response to be told 'all cars rust'! I contacted VW who weren't interested and told my to try my dealership again, after dealing with personnel from Northallerton, Teesside and Darlington I ended up back with Northallerton who were going to consider a goodwill gesture after admitting it was down to the foam fitted to the wheel arches, for the past 12 months they have been ignoring emails, phone calls and messages left in person with staff.
What I've learnt is record all dates of when correspondence is sent and to whom and NEVER DEAL WITH THE LOOKERS GROUP, they are a disgrace to the motor trade.

[chipped3]

Do persevere.

Forget LOOKERS, read the postings by myself.... chipped2 and chipped3... nd others who have secceeded. Iif you are still within 12 year Warranty go straight to VW Customers Services and resubmit your claim. Legally you have already started your claim and if VW claim you are now out of time you are probably still ok as you can claim that the delays have been caused by delays that can be directly attributed to the VW Dealer network.

Do continue to claim under the 12 year Warranty as you will be successful!

[powerband]

Thanks for the encouragement but I have been through Customer Services, I found in my archives the email to me dated 19 Nov 2010 below if you'd like to read it, do you still think I have a chance? My 3 nearest VW dealers are all part of the Lookers Group so I'm feeling pretty much helpless.

Reference: VW-2010/09-009452

Dear Mr ............

I am writing in response to your most recent email regarding the paint issue on your vehicle.

I would like to take the opportunity to confirm that any feedback from Volkswagen UK to a franchise retailer would be looked
into on an internal basis and it would be at the discretion of the retailer should they choose to re-contact a customer
following this.

I would like to take the opportunity to apologise on behalf of Volkswagen Group for the issue you have experienced regarding the
communication issues with Lookers Volkswagen and your original contact with Volkswagen UK.

Volkswagen UK rely upon the technical expertise and training of the advisors who work within our retailer network in order to
correctly diagnose the root cause of any issue experienced and as such, any warranty or goodwill claim submitted would be done
so following their diagnosis.

It is the view of your diagnosing retailer that the issue you have experienced was caused by external influences which they
believe is a result of vibration interference from the lining. As previously advised, this would only have been covered under
your vehicles first three years from manufacture and would not be covered under the 12 year anti-perforation warranty.

I would like to reiterate the information supplied in my previous email, that to date Volkswagen UK have no recognised issues
with the paintwork supplied to any of our vehicles within your chassis range. I would again like to apologise if this is not the
information you have been supplied by other sources, but this is the true reflection of Volkswagen Group.

Whilst I appreciate the issues you have brought to my attention regarding the level of service you have received from Volkswagen
Group and your franchise retailer, I can confirm that this would not provide justification for a contribution towards the cost
of your repairs. I would like to formally apologise that the level of service provided did not meet your expectations.

Volkswagen UK have no faults with the paintwork we supply to our vehicles, and any issue that may occur outside of the 3 year
warranty would be investigated on its own merits to see if the corrosion would be covered under the 12 year anti-perforation
warranty supplied with all new vehicles.

As your repair has been deemed unwarrantable, Volkswagen UK would not look to contribute towards the cost of the repairs needed
to rectify the outstanding issue on your vehicle. Any contribution from the retailer would need to be discussed with them
directly. As an independent franchise, they are an independent business and as such, are personally responsible for any
decisions they choose to make.

I understand this is not the answer you were hoping for but trust you understand the reasoning behind this final decision.

Should you wish to gain a second opinion on the diagnosis that was completed by the retailer to clarify the cause of the issue
you have experienced; I would refer you to an alternative Volkswagen retailer.

If I can be of any further assistance on an unrelated matter, please do not hesitate to contact me directly.

Yours sincerely


Hayden Long
Team Leader
Volkswagen Customer Service

Tel: 0800 083 3914
E-mail: volkswagencustomercare@volkswagen.co.uk
Internet: www.volkswagen.co.uk (http://www.volkswagen.co.uk)

[chipped3]

Contact MOTORCODES on 0800 692 0825 if you feel that you cannot handle the matter with Lookers.

Lookers have failed to provide you with an Honest and Fair Service or with a level of Competency that your corrosion problem demands.
Instead that have messed you around and you seem no further forward than you were at the beginning.

Read the MOTORCODES dealer Codes of Practice on the internet then give them a call as they will mediate on your behalf if necessary.

You are much better doing this without their assistance but it may be the only way you will move forward.

Lookers do not come over as a competent VW service provider and have failed to provide you with a HONEST and FAIR Service or with any evidence of Competency as is required of their MOTORCODES Membership. Do impress on MOTORCODES that you expect the same level of contribution....100%......that VW have provided to other VW owners faced with this corrosion Issue. Let me know how you get on. Chipped2 or 3

[Dave Elcome]

Having read all through this excellent topic, I will be presenting my 03 Passat to the dealers tomorrow to start my claim, as both my front wings are bubbling.

Dear Dealers in my area. If you are reading this, please note. I don't give in!!!!

Wish me luck folks!!

[thorne]

I have this problem on my 55 plate Golf Plus. Noticed it at beginning of Winter and have been waiting for better weather to have a good look into the extent and source of the "bubbling".

As I am in the process of part exchanging the car for a new Golf Plus, I'm not bothered about it any more. What does bother me though is; What have VW done to their manufacturing process to ensure this doesn't happen again? Have they modified the foam insert and/or made other changes to prevent rubbing and moisture build up.

Any comments would be appreciated.

Thorne

[chipped3]

Ring VW Customer Services and ask them the same question. I would bet that they will have modified the foam or deleted it so as not to incur the costs of replacement wings ever again.

Do post their reply and get their name and enquiry Ref.No.

[powerband]

Looks like a victory for Lookers and VW as I part exchanged the car today, it may start all over as I have purchased another Passat. I'll be keeping a close eye on the wheel arches and will be recording every single communication if they go.

[VWTrevor]

I have a 04 VW Polo and have developed dreadful rust on the driver side front wing.

This is the first Polo case I have found but am currently going through the same headache as everyone who has gone before with their Passats and Golfs.

I contacted the dealer around a month ago and told them I wanted to start a 12 year anti rust through warranty claim. I booked the car in for their body shop to have a look and was offered 70% good will gesture first time. I told them I wasn't happy with this and was under the impression there was no point arguing with the dealer so went to VW customer services.

I told Customer Services in no uncertain terms I wouldn't pay a penny and quoted the "free of charge" bit of the warranty page in the service book. They called back and left a voice mail saying VW had refused to pay any more due to the high mileage and service history of the vehicle. When I rang them back they said they would speak with the "retailer" which means dealer but came back to say as I hadn't had the vehicle serviced with them they wouldn't increase the good will gesture.

I asked Customer Services where to go from here as I have rust not just on the arch but all around the wing including by the headlight, bottom of the wing by the door and also the join from the wing to the body that can only be seen when the door is open. They said I would have to take it back to the "retailer" for a thorough inspection.

I did this last week and they said the wheel arch corrosion was caused by the foam. Note on the Polo this sits at around 10:30 on the drivers wing. When asked about the rest of the rust he said the wing had probably been replaced at some point. They would complete a report and send the photo's away then someone would be back in touch. I expected this to be VW Customer Services...

Today I rang VW Customer Services and was told it will be the technical department that decide on the cause and the dealer will decide on any good will gesture! She spoke about Milton Keynes as a third party so it seems VW Customer Services are just the Mondial people I have seen mentioned in another thread.

Now I didn't believe the wing has been replaced so took it to an independant body shop who said straight away it was a replacement wing. Interestingly the readings taken by the dealer/bodyshop on my first visit were all within spec.

I just wondered if anyone has any wisdom for me? I guess as there's a high chance the wing wasn't original I should snap the 70% goodwill, agreed?

The whole thing has been a total waste of my time and energy and I can say for certain this has opened my eyes so I won't be buying VW again!

Thanks for all the advice posted in this forum.

[chipped3]

Your VW Warranty is without any conditions as to mileage or Service history. I have not heard of Polo's being affected but VW seem to have agreed yours has been caused by foam too.
If the wing is a replacement it will not be covered. I don't understand why your wing has so much rust in different places? Presumably the rest of the car is OK? Are you using a VW Approved Bodyshop as it is only them that can make decisions and it is they who will measure the paint thickness. Have you asked for/received a complaint Reference number and do you have the names of the person dealing with your case?

If the rest of your car is in excellent condition I would battle on and give them a set time in which to honour your Warranty without you having to make a contribution otherwise you will seek redress through the Courts. I suspect that the cost of wing replacement is loaded so as to cost the Dealer very little if you accept the 'goodwill contribution'. Your efforts so far have not been a total waste of your time as at least you have an offer towards the cost but your comments do indicate that you feel that accepting the offer is preferable to fighting on?
Take the offer after you have found out if it represents a reasonable cost to you. There are some very well finished cars from the Far East with excellent Warranties that will be making ever increasing inroads into VW market share so you should have plenty of choice in the future.

[JimC64]

First of all - on behalf of all here, I'd like to say a huge "thank you" to Chipped2 / Chipped3 for persevering with this thread all the way through and the excellent advice given to all, this backed up with the TSB from VAG too..................top notch!!

Anyhow - my wife's Passat, 53 plate Highline has the rust bubbles primarily on the drivers wing, I noticed them maybe a few weeks / month or two ago, but Jeeesh they've really spread. Having a quick check on the passenger side it looks like perhaps there's the start of the same issue there too!!

I'm going to re read through this thread, save & print off the TSB and note all necessary references and the great advice as offered by Chipped2/3.

I'll be looking to initiate proceedings in a day or two and will of course report back here for the future benefit of all

EDIT - Ok so I've copied the TSB on to my pc and also created a word document with all replies from chipped2/3 as well as a few others to use as info for backup if required.
Be prepared I say and have the answers to questions they haven't even thought to ask yet. I always find ( as mentioned here ) when something doesn't necessarily go your way and becomes drawn out.......when you can tell them that you spoke to Diane about this issue on the 18th January at 2.35 pm and she advised that they'd get back to you......they realise that they're dealing with someone who knows what they're talking about / keeps records, isn't going to take no for an answer and will annoy you on a daily basis if required until a satisfactory conclusion is reached.

I located the nearest VAG bodyshop to me, around 25 miles away and called them re the issue. I've arranged to call in as soon as is possible for them to look at the car and the issues. The guy I spoke to, Graeme, already mentioned that they are aware of this problem and have already had one or two vehicles in for this in the past, so far so good.
I hope to get it down to them in the next few days, perhaps on Sat if needed.

Thanks guys

[VWTrevor]

Thanks Chipped you and others have been excellent in motivating me to keep pushing on with the matter.

To answer your questions:
Presumably the rest of the car is OK? Yes no other marks anywhere.
Are you using a VW Approved Bodyshop? Yes and they measured the paint thickness which came out between 79 and 114.
Have you asked for/received a complaint Reference number and do you have the names of the person dealing with your case? Yes I got case a reference to quote everytime I call customer services.

To clarify, on second inspection the body shop manager said the foam caused the rust however when pushed on why it was rusting away from the arches too he said the paint seemed more "orange peely" in appearance and suggested it was a replaced wing. Asked if there was a way of proving it he said there may be a sticker on the inside but couldn't be certain. As an independant bodyshop told me they also think its not original its kinda burst my bubble. So £170 seems like a fair offer for this.

Today though I sought to push forward as much as possible. Customer services rang back to say they had spoken to the retailer and they wouldn't budge on the 70% as they had not seen me before. She said the dealer send their report direct to VW at Milton Keynes who make the judgement. Customer Services are just there as mediators and to make sure the dealers are acting correctly!

So I rang the dealer to find out what the official come back on last weeks viewing was. They basically said the situation hasn't changed and 70% was still the offer. I expressed my displeasure politely and will now contact the dealer Aftersales Manager who is the person that has the say on what good will they offer.

I feel its time to quote the Technical bulletin and have a last throw of the dice. I'm wary about pushing too hard especially if the wing isn't original. I was suprised the readings were in spec if the wing is a replacement but it seems this is possible even painted outside of the factory.

Oh and a side issue is I'm due my 8th service which will cost me £269 for the Major service, plus cambelt £439, brake fluid £69 and air con £89 totalling £866 :biglaugh:

Photo of wing
http://img837.imageshack.us/img837/9412/p1170414.jpg (http://imageshack.us/photo/my-images/837/p1170414.jpg/)

http://img220.imageshack.us/img220/3717/p1170416.jpg (http://imageshack.us/photo/my-images/220/p1170416.jpg/)

http://img833.imageshack.us/img833/8903/p1170417k.jpg (http://imageshack.us/photo/my-images/833/p1170417k.jpg/)

[Dave Elcome]

I had a call yesterday from the dealers, albeit after having chased them 6 times during the past month since I took it in for inspection. The end result is that VW have pulled the usual stunt and stated that its not a corrosion problem, but a mechanical one caused by the under shield, but they have magnanimously decided to pay 70% of the repair cost as a goodwill gesture.

I expected my claim to be thrown out initially, as the vehicle hasn't been into a dealers since I bought it 6 years ago, because I do all my own servicing and maintainance, so I was pleased that it wasn't, but if as they state its not a corrosion problem, then why offer anything, other than they know full well they have a problem and think this will lessen their guilt!!

[chipped3]

Be quite firm in stating that you have a 12 year anti perforation Warranty which you expect VW to honour your warranty with no cost to you and will no further delaying tactics. You do not want any GOODWILL GESTURE as you already have a legally enforceable Warranty that specifically covers the problem that you have within the time frame that the Warranty covers.

Ask them to provide their current goodwill offer in writing stating their reasons for not honouring your Warranty agreement. Let them know that you are aware that many owners have received a full 100% contribution to the repair of their vehicles under the anti perforation clause. I have many old Passat brochures and can download the wording of the Warranty which shows it is without condition should you require it. Give them a date to agree to meet your claim in full otherwise you will have no choice but to take the matter further. Record your letter to VW Warranty Dept with a copy to your dealer giving your claim reference number etc.

[caldirun]

I have got a 2005 mkV golf gt tdi which had very small rust bubbles on the off side front wing, I found a post on this forum regarding this corrosion problem which alerted me.
After discovering it I contacted VW customer services who pinged me on to my local VW dealer who pinged me on to a VAG bodyshop. I printed off a VW workshop data sheet (supplied by this forum),
when my vehicle was inspected I showed them the data sheet. At which point the bodyshop chap said they had seen the issue before and would put a claim in for both wings (I insisted that both were to be replaced).
A few days passed and I was notified that VW would pay 100% for the replacement of both wings.

My car had full service history but only 80% VW, it had also done over 100K miles both of which had nothing to do with the design fault of a foam pad pushing the wheel arch liner into the inner of the wheel arch. I is VW's problem and not yours.

Stick to your guns and insist on 100% payment. VW are well aware of this issue. It may be a good point to bypass the VW dealers and go direct to the VAG approved bodyshop who after all will push for the work to be done, after all if you make it crystal clear that you are not paying a penny then it is in the interest of the bodyshop to get the work.

Good luck to you all
I have just discovered the problem on my 2005 Highline, I have contacted the bodyshop, will see how your suggestion works out.

[JimC64]

Hey guys - just a quick update......

As I said I took my 53 plate 1.9 Tdi Highline to the Verve VW bodyshop and showed them the rust on the drivers wing which had appeared and taken hold quite rapidly, as well as showing him the start of the same process on the passenger side.
I got into conversation with him and quite quickly got him to agree that it was a known and common issue that they had seen before. I explained that I knew this and and of the existence of a TSB out about this very problem.

He stated that they would take pics and send a claim through to VW but that it could take 2-3 weeks and that they may offer some goodwill or similar as they had done before, He also mentioned about service history as a possible requiement.

I very quickly explained to him that I was not claiming under any goodwill scenario and that I was claiming under the 12 year anti perforation warranty as supplied with the car from new. I also then explained that the car had partial service history but that didn't matter as it wasn't a requirement of the warranty.
In further discussions I said that I wouldn't be accepting 40% or 50% goodwill or whatever and that I was looking for a 100% fix free of charge and would accept no less.

He seemed almost taken aback that I was so prepared and in discussions about the wings said that brand new replacement was best even for the wing where it had only just started.

Oh - and as an incentive I asked him about some paint lacquer peeling on the leading edge of the bumper / passenger mirror housing and an idea of a cost to do these whilst it was in for the warranty claim for the wings........He gave me a decent price of around £200 (I had already asked a local bodyshop who I trust close to me and they said around the same price )
I said in all likelihood if / when the warranty work went ahead we would give them this work too just to finish off the look, as its the only part that lets the car down.

I reckon, for what its worth that I have him on side, so we'll wait and see how that goes.

I'll keep you informed of any progress or not as the case may be.

[caldirun]

I have just discovered the problem on my 2005 Highline, I have contacted the bodyshop, will see how your suggestion works out.
I received this reply to my email,

Hi John

With reference to your VW passat with corrosion on the front wings, If you can call down with the vehicle so I can take some photos & paint depth readings, I can then submit a claim to VW warranty for you.

You don't need an appointment for us to view the vehicle just call in in any day Monday-Friday between 8am & 5.30pm

Many Thanks

A good result, will take the car in asap.

[caldirun]

I received this reply to my email,

Hi John

With reference to your VW passat with corrosion on the front wings, If you can call down with the vehicle so I can take some photos & paint depth readings, I can then submit a claim to VW warranty for you.

You don't need an appointment for us to view the vehicle just call in in any day Monday-Friday between 8am & 5.30pm

Many Thanks

A good result, will take the car in asap.

I took the car in on Friday, the bloke measured the paint thickness, 100 (microns?) over all the body and doors, 200 on my rusty wing, fell at the 2nd fence, just my luck.

[A4 Lad]

Does that mean the wings have been painted after the car has left the factory ?¿ Or what ?

[chipped3]

What bad luck but at least you seem to have got on the ladder! It is always possible that the car received damage in transit to dealer and was repaired before being sold? I suppose any repairs should be logged on the vehicle log book otherwise there is no proof. Bad luck.

[caldirun]

Does that mean the wings have been painted after the car has left the factory ?¿ Or what ?


It does to the VAG bodyshop and unless I can prove the robot REALLY liked that wing when it painted it I am sunk!

[caldirun]

What bad luck but at least you seem to have got on the ladder! It is always possible that the car received damage in transit to dealer and was repaired before being sold? I suppose any repairs should be logged on the vehicle log book otherwise there is no proof. Bad luck.
Its not as bad as it seems, I have 2 brothers in law with paintshops so if I can get a wing at a reasonable price and fit it, the 100 microns on top should be no problem.

[Dave Elcome]

I had a call yesterday from the dealers, albeit after having chased them 6 times during the past month since I took it in for inspection. The end result is that VW have pulled the usual stunt and stated that its not a corrosion problem, but a mechanical one caused by the under shield, but they have magnanimously decided to pay 70% of the repair cost as a goodwill gesture.

I expected my claim to be thrown out initially, as the vehicle hasn't been into a dealers since I bought it 6 years ago, because I do all my own servicing and maintenance, so I was pleased that it wasn't, but if as they state its not a corrosion problem, then why offer anything, other than they know full well they have a problem and think this will lessen their guilt!!

Well I got the car back yesterday with 2 new shiny wings fitted. I think the guy was a bit taken back when I asked for all the warranty reference numbers. Basically since starting this claim process I have bought another Passat, but decided to sell this one privately rather than accept a greatly reduced trade in price because of the wings. In order to get the thing fixed and sold ASAP, i decided to pay the 30% contribution and then pursue VW for this amount rather than have it drag on for months with me paying tax & insurance on 2 vehicles.

I have to say that they have done a superb job on the car, I am hyper critical of anything like this!! So if anyone wants a Passat B5 WITHOUT corroded front wings, then I'm your man!! :)

[chipped3]

Hi Dave,

Pleased that your car has been repaired well and that you are going to claim the 30% back from VW. Assume the dealer didn't get you to sign away any rights to any further claims?

What price are you looking for on the B5? I'm presently trying to source parts for my daughters B4 TDi Estate for its MOT. It may pay her to buy a later model. Can you send me a picture? Regards Paul

[JimC64]

Called today to speak to the bodyshop re my claim.
I started the claim on the 7th April and its now the 7th May.........I've called twice in between to chase it up and been given the run around,so and so's on holiday and the guy thats dealing with it has had a bereavement so I played it cool.
Got hold of the guy I needed to speak to today and pushed a little harder..............waiting for a call tomorrow with an update.

If there's anything to tell I'll post it up

[VWTrevor]

An update to my Polo rusty wing. After I hit a dead end with Customer Services and the dealer wouldn't take anything off the £170 30% contribution cost I asked Customer Services who at the Dealer had refused my Warranty claim. I was given the name of the Aftersales Manager and by ringing the dealer got his email address. I emailed him detailing my case and how I was not claiming a good will gesture but under warranty and expressed my dissatisfaction.

He then did his homework and a week later emailed details of the warranty conditions that cars are sold with and how this wasn't a warrenty issue. He then quoted the bodyshop managers findings that the wing wasn't original and no good will gesture should of been offered and advised me to accept the offer which would expire at the end of May. The interesting this is the email said the estimated cost to me was less than i'd been quoted originally.

I didn't know the wing wasn't original before I started the case but had to concede they were right so didn't have a leg to stand on. So I bit their arm off and got the wing replaced for a total of £111. Not too bad considering their first quote with 70% good will was going to cost me around £170. Not sure why the price got reduced but saved myself £60 with the continued pestering.

This failure to honour warranties and acknowledge the fault is 100% caused by VW has really left a bad taste in my mouth. I don't see I will ever buy VW again. Good luck to everyone else going through this stressful experience, I hope you win.

While in the dealer I noticed they had as big 'Fixed Price Body Repairs' stand up poster. It says Alloy Wheels from £72, bumpers from £300, Wings from £250, Doors from £330. £250 for a wing is certainly cheaper than the £456 they based my original goodwill 70% offer on. Worth questioning this when they offer you 70% good will on an inflated price.

[chipped3]

Good news despite the hassle you have had.

Your wing in all honesty did look as though it had been repaired and not original as it had more corrosion than the surrounding bodywork and appeared to have been poorly repaired so a pretty good outcome in view of the situation.:biglaugh:

[JimC64]

Hi guys >>>>> UPDATE

I had the bodyshop call me today and offer 70% Goodwill after pushing them hard the past few days.
I didn't accept or decline the offer but asked initially that they send me this offer in writing. To that end I sent an email giving them my address and asked that they respond with their offer.

Once I have this I can the proceed and advise that I'm NOT claining under any Goodwill, but under the 12 year anti perforation warranty and will only accept 100% contribution from VW as the corrosion damage was caused 100% by them and that as the owner I could not have contributed to the corrosion in any way shape or form, or have avoided it.
Further I'll be reminding them of the Tech Bulletin they issued worldwide on 6th Nov 2009 advising of the potential problems due to the "foam pad on the inner wing ( damping for wheel arch of diesel vehicles ) that presses the wheel arch against the upper edge of the wing and chafes through the paint contact area"
I'll be advising that it is adequately covered under the 12 year bodywork guarantee and that I don't intend to haggle!

Furthermore, even with 100% contribution from VW I will be out my time to chase this up, numerous phone calls, fuel for visits back n forth for the approx 70 mile roundtrip. Even being supplied with a courtesy car I may have to alter my insurance for which there will be a charge, plus potential and probable higher fuel costs for said vehicle...

We'll see how it goes from there and I'll let you all know of course

[chipped3]

Good move......keep up the pressure!

[JimC64]

UPDATE - 15.05.12

Ok, so as discussed I've been offered 70% goodwill but I've told them I'm claiming 100% under the 12 year anti perforation warranty.

Having spoken with the bodyshop today, I have it in writing and thats that, they can do no more, so its on to VW customer care 0800 0833 920
volkswagencustomercare@volkswagen.co.uk

I rang them and spoke with Jade and explained the situation and she said no VW claim has been raised as yet, I'd need to contact the bodyshop and give them a copy of my V5 so they can update ownership records. I scanned this and emailed it to them immediately and then need to re contact VW to get this moving......I was given a reference number for this.

Below, a copy of the email I sent to VW customer service



"Dear Jade,

as agreed, please see a copy of my V5 scanned and sent via email to Verve toupdate their records.

As discussed, I'm claiming for the corrosion of the front wings under the 12 year anti perforation warranty caused by the foam insert installed at the factory which causes this issue, as per the VW the bulletin issued 06th Nov 2009

I initiated contact with Verve 01698 359878 and spoke with Graeme Brown on 7th April at 9am, he took pictures of the car and the wings and we proceeded from there.

I called again on 18th April and spoke with Charlene Menzies after hearing nothing and was told they'd get back to me in a few days…they didn't!

I called again on2 3rd April and spoke to Margaret Strang but was told Derek would get back to me shortly.

After hearing nothing I called again on the 7th May and spoke with Graeme Brown, he said he'll call the warranty clerk to try and get it moving and will call me back tomorrow.

On 9th May Margaret Strang called and offered 70% goodwill for both front wings, at which point I asked for it in writing, which they did.

As discussed in our telephone conversation and again above, I am claiming under the VW 12 year anti perforation warranty as the rust issues are caused 100% by VW design and from new. I neither knew about it or could have avoided it in any way.
Please log this as I wish to get this moving asap

Many thanks

Best regards"

I'll keep you informed of progress or not as the case may be
Jim

Further Update - Just checked with the bodyshop to ensure they've received my email. She was very curious to say the least as to where I got a copy of the Tech bulletin I referred to? Seemingly VW were more than a little agitated and wanted to know where I had gotten if from, had she given it to me etc etc?

[bricam1]

Both my front wings are showing signs of bubbling. Contacting VW garage later on today.

Just back from Verve Glasgow. They have taken my details and photo's and I should here from them in about 14 days.

[JimC64]

Good luck Bri......

[bricam1]

Everybody who has this issue, should also check there boot lid around the lights for the registration. My boot lid is rusting there as well. Going back to the garage today to make another claim. Another well known issue as well.

[JimC64]

Hey guys,
had a phone call today from VW re my claim, which I asked for them to put in writing, which they has, as below..................

I can see I'm going to need to go further indepth on this, perhaps get a second / third opinion from another few bodyshopsto confirm before I proceed?
Hmmmmm.....thoughts??



"Re: Volkswagen Passat - T15 ESS


Dear Mr Campbell
Following our telephone conversation on 17 May 2012 regarding the corrosion of the wheel arch on your vehicle, I can confirm the outcome of my investigation. I am sorry for the delay in my written response.


I appreciate that your expectations of reliability and build quality are high when you purchase a Volkswagen and that any failure is most disappointing. However, with all manufacturer's, it is always possible for a n issue to arise during a component's lifetime. It is for this reason that all new Volkswagens are supplied with a comprehensive 3 years Manufacturer'sWarranty or 12 years Body Protection Warranty.


The 12 years warranty covers corrosion that begins inside the vehicle's body and works its way out. Dereck Campbell, Service Manager at Verve Bodyshop has confirmed that the issue with your vehicle arose because the protective covering of the paintwork in the wheel arch of your vehicle was compromised. This allowed water to penetrate under the paint work, causing corrosion from the outside in. The issue is therefore not covered by the 12 years warranty. It would have been covered by your vehicle's 3 years warranty which has now expired.


When the warranty on a vehicle has expired, we look to contribute towards repair costs wherever possible. When assessing the level of support, we would take into account the vehicle's age, mileage, service history and the loyalty of the vehicle's owner shown towards our brand. As your vehicle is over 8 years old and has an incomplete Volkswagen service history, I believe that our offer to contribute 70 per cent towards this repair is both reasonable and fair.


I appreciate that this is not the response for which you had hoped, but trust that I have clarified the reasoning behind my decision.



Thank you for contacting Volkswagen UK.

Yours sincerely

**************
Customer Relations Manager
Volkswagen Customer Services Centre"

They don't seem to be listening

[bricam1]

Cannot believe they are saying this when they know it a well documented problem and you have a copy of there bullitin. Complete chancers.

[PCDoctor]

Hi Jimc64

Can you shed any light on this comment " protective covering of the paintwork in the wheel arch of your vehicle was compromised"

How was it comprimised.. did you scrap something off or was the wheel arch liner missing... ??

I Have the same problem on both of my wheel arches.. so i must have done the same as you small world or someone is not ohnering there legal obligation

[JimC64]

PCDoc - bull excrement is what it is!!!

Here's my reply...........


Dear Giles,

firstly, many thanks for your prompt reply on this matter.

Please see below an outline of my initial contacts, which seemed long and protracted via the VW bodyshop. I had to continually contact them to get anywhere with this and had I not done so, I believe I would still be waiting and not what I expect from a marque such as VW.



I initiated contact with Verve 01698 359878 and spoke with Graeme Brown on 7th April at 9am, he took pictures of the car and the wings and we proceeded from there.

I called again on 18th April and spoke with Charlene Menzies after hearing nothing and was told they'd get back to me in a few days…they didn't!

I called again on 23rd April and spoke to Margaret Strang but was told Derek would get back to me shortly.

After hearing nothing I called again on the 7th May and spoke with Graeme Brown, he said he'll call the warranty clerk to try and get it moving and will call me back tomorrow.

On 9th May Margaret Strang called and offered 70% goodwill for both front wings, at which point I asked for it in writing, which they did.





You have offered a 70% contribution towards the repair of my car, although calling it "goodwill" you essentially admit that it qualifies under warranty. I'm not claiming anything under goodwill, but under the "12 year anti perforation warrranty" supplied with the vehicle from new. My vehicle is 9 years old but only has around 62k miles on the clock and has been well looked after and is in generally excellent condition, apart from the corrosion issue I now face, through no fault of my own.

The reasons for the corrosion are very well known and documented, are 100% the fault of body insulation fitted to my vehicle during its manufacture from new, and as a result I hold VW 100% responsible for any rectification work required.



I attach a copy of the general tech bulletin re this issue sent out worldwide on 06th Nov 2009, this covers Golf, Passat, Jetta and other models affected.

The topic is already a hot bed of discussion on various VWforums and constantly growing with more owners becoming aware of this issue.

Failure to approve the necessary repairs within fourteen days will result in further publicity on VW forums announcing that VW try to wriggle out from their commitments under warranty. Having taken legal advice I will also be making a claim through the County Court against VW to include all necessary costs. I will further ensure this becomes as public an issue as possible in my fight for what is right.







The Passat is my wifes, which she dearly loves and has, until now, been looking at a newer model, the Passat CC although it may be 9-12 months before that move would be possible.

I myself have another VAG vehicle, an Audi A6 which has not been without issue having had a porous cylinder head and other items replaced through warranty. The car itself is excellent and purchased from new, even at 5 years old and 93k miles it runs perfectly and I'm considering a move to an A8 as I've had no issues with Audi and their warranty backup, only excellent service.







I ask you again to reconsider before I move forward as previously stated, and step up to the mark and stand by the warranty issued with the vehicle.

I will, in the meantime, visit other bodywork specialists and ask their opinion to further strengthen my case or the legal action ahead as may be required.

Best regards

[bricam1]

Well said Jim. I am sure you will get the result you are expecting. As others have said I think its down to how hard you want to fight them.

[JimC64]

Thanks Bri......dunno if I'm that confident but trust me, it will not be for the lack of trying / pushing / asking.
In in sales so a NO to me doesn't necessarily mean no, but ask again, try a different approach, overcome the objection and get a yes............doesn't always work but more often than not I get what I want.

I may do some more serious research and visit ALL VW forums and start to generate a list of ALL known examples from the whole model range in ALL Countries..............Now that would be something!!
Break it down into models, models by Countries and then further by those who have been offered goodwill and those with a 100% fix........I know even a list like that wouldn't include many thousands who either don't know of the issue or haven't joined a forum or posted about the problem, but still, what a list that would be!!!!
Dependent on numbers, it could be worth getting "Watchdog" involved...........

Who knows where this will end?

[JimC64]

UPDATE - Ok, so I had Roxanne on from VW in Leeds today re my email as sent to them on the 17th in which I thanked them for their 70% Goodwill offer but wanted to claim under the 12 year anti perforation warranty.

According to Roxanne the 12 year anti perforation warranty isn't relevant and its the 3 year warranty I'm looking at but obviously this has expired!!!
Hmmm don't think we're speaking the same language here....They're still not listening!!

Body protection warranty

All current Volkswagen vehicles are fully protected during manufacture against through corrosion for 12 years from the date of first registration (6 years for the Sharan models).
The only preconditions are:

The defect must be reported to a member of the Volkswagen Authorised Network as soon as it is discovered and within the warranty period.
The perforation must not have been caused originally by damage, neglect, insufficient care or maintenance or by external rusting.
A member of the Volkswagen Authorised Network must be advised about any rusting as soon as it is found.
All body repairs will be carried out promptly in accordance with the manufacturer's specification and procedures, using only approved parts and materials, so the original level of anti-corrosion protection is maintained.
I've checked and a small claims court case can be initiated for £65

I also believe that I'm fully in the right here and as it stands and VW have stood by the retailer and agreed with them to only pay for 70% under goodwill I'm furious......I don't like to be taken for a ride:zx11::zx11: and feel that I may have to go down that route.
If this is the case its something I need to do sooner rather than later.

Typically, If I do something I try to make sure I give it 100% and this is no different.
I'm seriously considering contacting all who have posted into this thread and other Passat owners on the forum re this issue, as well as the same on all other VW forums I can find.
The reasoning - to get as much info as possible, to be as fully armed as can be and take the fight to them on behalf of all, hopefully setting a precedent, so that no one else has to go through this c rap.

I'm further considering contacting BBC's Watchdog as perhaps should have been done some time ago by others to make them aware and see if they'll take up the fight and perhaps air the case.
I'll be aiming to get as much publicity for this as possible and hopefully others who have suffered and some who may be still going through this issue will stand and be counted as well.

[bricam1]

I do not understand why VW keep going on about the 3 year warranty as this part has not failed. It was incorrectly fitted/badly designed in the first place. If this part was fitted/designed correctly it would not have chafed through the paint work.

[JimC64]

Agreed 100% Brian....

Well, I've just been onto another few forums and the problem is as widespread as you think.....probably much more so. In fact I wonder how many VW owners are out there driving around with cars with rusty front wings who don't know?

Well, as VW have decided to mess me about, I've decided to make it my mission to make as many people aware about it as possible, hoping that the outcome will be of course, that all owners get what they should have got from new............rust free cars!

Below pics of the car to show the corrosion issue and a couple of wider scoped shots to show she's in pretty nice condition generally apart from this.
http://i140.photobucket.com/albums/r38/jaycam0802/driverssidefrontarch.jpg

http://i140.photobucket.com/albums/r38/jaycam0802/passengersidefrontarch.jpg

http://i140.photobucket.com/albums/r38/jaycam0802/carrear.jpg

http://i140.photobucket.com/albums/r38/jaycam0802/carfront.jpg

[JimC64]

Does anyone anywhere have the tech bulletin that relates to the Passat??

I've found the version for the Golf and also for the Jetta, but can't find the Passat one anywere???

[JimC64]

Does anyone anywhere have the tech bulletin that relates to the Passat??

I've found the version for the Golf and also for the Jetta, but can't find the Passat one anywere???

Also I must say, a Huge "Thank you" to those that replied to me via either my email or by pm with the info I requested........much appreciated



Update >>>>>>>>>>>>>>>>>

I'm still in the process of gathering as much info as possible and intend to go down the route of the small claims court procedure. You can initiate this process for £65
Please see below documents outlining whats necessary etc

http://www.which.co.uk/consumer-rights/ ... ims-court/ (http://www.which.co.uk/consumer-rights/making-a-complaint/taking-a-dispute-to-the-small-claims-court/)

This needs to be as public as possible as VW are really taking liberties with owners on this issue. As we know there are no set pre conditions for the warranty in place such as FVWSH being required etc, yet they seem to award 100% when they feel like it to some, and others are offered anywhere between 30% & 70% "Goodwill" http://www.ukpassats.co.uk/phpbb/images/smilies/14.gifhttp://www.ukpassats.co.uk/phpbb/images/smilies/14.gif

Anyone who has not replied to me can reach me either via pm or via my email jim@campbellraith.freeserve.co.uk giving details of Car / registration / issues / contact with VW and outcome if any

It all goes into the pot to try and make them stand up to their responsibilities.

Thanks

[JimC64]

UPDATE>>>>>>>>>>

I called VW today say that its been 14 days since my last contact when they offered 70% contribution, and had they had a chance to reconsider their position?
The answer was NO as there was nothing to reconsider and the 70% Goodwill offer remained final.

I replied that I had raised an action with Motorcodes
Motorcodes - 71 Great Peter street London SW1P 2BN 0800 692 0825
www.motorcodes.co.uk (http://www.motorcodes.co.uk)

Motorcodes advised that I would have to get the car inspected by an independent assessor 01543 266906 to help my case.

I said to my case manager in VW that I was disgusted at VW's response, especially as they had recently suffered from the injector recall, and the DSG issue in China
http://www.google.co.uk/url?sa=t&rct=j&q=&esrc=s&frm=1&source=web&cd=1&ved=0CB4QqQIwAA&url=http%3A%2F%2Fwww.carnewschina.com%2F2012%2F05% 2F31%2Fchinese-car-buyers-complain-about-dsg-volkswagen-extends-warranty%2F&ei=SZrIT_G6POK90QW3v5TsAQ&usg=AFQjCNE7HClo6l0daRwOo_r1dYRSf0h5xw&sig2=KAQFgrprKAWibyuMT5nlvg (http://www.google.co.uk/url?sa=t&rct=j&q=&esrc=s&frm=1&source=web&cd=1&ved=0CB4QqQIwAA&url=http%3A%2F%2Fwww.carnewschina.com%2F2012%2F05% 2F31%2Fchinese-car-buyers-complain-about-dsg-volkswagen-extends-warranty%2F&ei=SZrIT_G6POK90QW3v5TsAQ&usg=AFQjCNE7HClo6l0daRwOo_r1dYRSf0h5xw&sig2=KAQFgrprKAWibyuMT5nlvg)

and that I fully intended to pursue this matter until the end.
I had taken legal advice from the CAB and would be sending them a letter to their registered address
VW Customer care
Volkswagen passenger cars
Selectapost 12
Sheffield S97 3ZU

I was informed that this was unnecessary, but I said it would be done simply to comply with legal requirements anyway and also that Milton Keynes and Motorcodes would be copied in on it.

I also stated that I would ensure that the matter would receive as much publicity as possible in my fight to make VW stand up to their warranty offered when the car was new.

Around 15 minutes later I received a call from VW stating that they have contacted the bodyshop and reviewed my situation and find that they can indeed offer 100% contribution with a courtesy car and its booked in next week:approve:

To summarise -

Its taken approximately the following to get to where I'm at

40+ hours trawling the various forums
A download of the tech bulletin as issues 06th Nov 2009
Around a dozen phone calls to the bodyshop
A 70 mile round trip to the bodyshop
various pictures and videos of the car and corrosion
Around a dozen emails back n forth via the bodyshop and also to VW
Several phone calls to VW
Various phone calls / research with various bodyshops to get estimates
Dozens of pm's / emails to individuals like yourself to get as much info as possible
Call to Motorcodes and a discussion to raise a claim with them
research into possible necessary legal action through the Scottish small claims courts

In all honesty I can't even begin to put a figure on the time involved, costs of phone calls / emails etc etc etc to get to where I'm at.

Conclusion - Although the conclusion is a satisfactory one and the car will be repaired as per the 12 year warranty in the end, whether VW call it goodwill or not and with that, of course I'm happy and 100% relieved.

As to the time and effort put in to get to where I'm at? I'm disgusted that VW make their customers jump through so many hoops and demand that pressures n stresses be placed on them to get to this point.
My gut feeling is that not everyone has the patience / determination / whyforall and whereforall to go the distance.............personally, I don't blame them.

When I get into this mode it becomes all consuming and I get very passionate about whatever it is and see it through no matter what.
In all honesty, I think that VW will win far more than they lose due to these factors.

Thank you to all here who have helped and especially to chipped3 :beerchug:

[ajfry99]

Well done! As a now satisfied new front wings person, I wonder how many cases of corrosion on the front wings VW have received and the number that, like yours and mine, were eventually settled. Mine seemed to be weighed by the number of Passats I had owned!

JOhn Fry

[PCDoctor]

Awesome

Nice motor

I Have the same issue with corrosion so my turn next..

[JimC64]

Thank you and I wish you the best of luck.............DON'T GIVE UP!!

[JimC64]

The car was dropped off yesterday for the repair and was given a Citroen C3 1.4Hdi...........decent enough little car ( little being the operative word ) just glad its the wife driving it and not me.....lol
Hopefully should have the car back early next week, all sorted n lookin good.

I'll update of course........

[JimC64]

Ok, so got the car back this morning and all is well.

They had the car on Thursday morning first thing, we had a Citroen C3 1.4Hdi to use in the meantme. All in all including the weekend they had the car for 5 clear days, the wings are replaced and painted and look like a really good colour match, so I'm well pleased..........eventually!

Took a long time and a lot of research, phone calls, emails, as well as the threat of court action to get there, but all done 100% under warranty ( Goodwill accordng to VW ) in the END

http://i140.photobucket.com/albums/r38/jaycam0802/repaired5.jpg

http://i140.photobucket.com/albums/r38/jaycam0802/repaired4.jpg

http://i140.photobucket.com/albums/r38/jaycam0802/repaired3.jpg

http://i140.photobucket.com/albums/r38/jaycam0802/repaired2.jpg

http://i140.photobucket.com/albums/r38/jaycam0802/repaired1.jpg

Thanks so much to all who helped and in particular chipped3, much appreciated:beerchug:

If I can be of any help to anyone else in this matter please don't hesitate to contact me

Jim

[JimC64]

Many thanks for making this a sticky Chris...........It will be a big help to those in future who will no doubt be in need of this valuable info

[ianhayter]

So now my journey begins!!

Noticed a couple of weeks ago that my wifes car had a bubble on the drivers side front wheel arch and when checking found rust had already come through on the passenger side.

Took it to the local dealership service department today who have in the past been very good (in my experience) when it comes to supporting the customer. They have previously told me to buy a replacement key fob for my Passat off eBay, get it cut where they go and then only come into them for the immobilser coding, a saving of about £80. While in for the coding they also checked whether any of my coil packs needed changing and replaced two. Seeing myself on a roll, I took my wifes car in for the coil packs to be checked the following day. They replaced two and stated that the other two had already been replaced. They had, by me, during the previous three months, so I asked whether VW would refund me the cost of these two. It took about 6 weeks of repeated phone calls and I had to submit the invoices twice (VW Customercare mislaid half of the first submission) but I did eventually get a full refund of the claimed amount. Only about £75 admittedly, but as the saying goes, every little helps.

Back to the rust, the service department sent me to their paintshop at another branch (as I expected) and there pictures were taken and measurements made. The Bodyshop Manager seemed quite positive about VW accepting liability, his only negative comment being that it looked as if it had been rusting for 2 years and why hadn't I noticed it earlier. I pointed out that the weather recently was probably speeding up the rusting process and that it certainly wasn't at all visible 9 months ago when the car was purchased. He didn't comment at that, and his only reaction to my comments, that we had 6 Passats in the immediate family, that my first Passat was a MK1 bought in the 70's and that I had recently sold on my previous one with 210,000 miles on the clock, was that he wasn't really a car man!! Waste of time there then, may have to bring up all these sweetners (and more) later on, depending on how the claim goes.

Should hear back within a week I'm told, I'll let you know how I get on.

Ian

Update

Didn't hear anything for a week so phoned the Bodyshop Manager who said he had heard nothing but was sure he'd hear from Head Office soon. A further week passed and still no call so rang the Bodyshop Manager again, only to be told that according to the system it was still flagged as pending. Told him I would contact Customer Care the following day to see if I could find out what was happening.

Called Customer Care and spoke to a very helpful lady called Mary Anne who couldn't understand why it was taking so long for my claim to be processed, but suspected that it hadn't been submitted correctly and was never going to change from pending unless it was resubmitted. She offered to speak to the bodyshop and, having tried both direct and switchboard numbers, eventually tracked down the Manager on his mobile phone. She apparently explained the correct procedure and asked the Manager to get back to me within 48 hours. She also suggested that I would need to take in the V5 to allow them to update their records and intimated that I could expect a contribution offer of perhaps 20, 30 or 50%.

2 days later the manager phoned back, "When would you like to bring the car in, they've offered you a contribution of 100%" he said with a degree of surprise in his voice. We've agreed on this coming Monday and there is no need to take in the V5 ("why would I want that" he asked), only paperwork needed is both copies of my wife's license for insurance on the courtesy car.

Assuming all goes well, I should have a rust free car back this time next week. Will then hopefully post a final report on what has been remarkably easy so far................or am I missing something?

Ian


Under Warranty

Car dropped off this morning, refered to as "the warranty repair" by the gent checking it in, the paperwork that my wife had to sign was headed "Warranty" and it was stated that no payment was required. No mention at all of it being a goodwill payment by VW, have they perhaps conceeded at last that it should be covered by the 12 Year perforation guarantee I wonder?
Will take about 3 days apparently, wife has nice new Polo to drive around in, in the meanwhile. Hopefully one more entry here at the end of the week and I'll be done.

Ian


All Done

Wife received a phone call on Wednesday, car's ready, come and collect it. I looked at it when I got home late on Wedneday night (the joys of the M4 closure), lovely job, both wings replaced, perfect paint match, good shut lines all round. Amazing the difference when you run your hand over a new paint job versus what looks like unmarked (but aged) paint, the new is so smoooooth!! Would love to post some pictures, but having the car to hand in daylight and it not raining seem to be mutually exclusive at the moment.

Only oddity was a lack of paperwork proving that it had been done, I'm a great believer in having history with a car, both when buying and selling, somehow think it proves that the person cares about their car. Rang the dealer who agreed that it was a little odd and promised to post me a copy of the workshop job card and proof of payment by VW when he receives it.

All in all a very satisfactory outcome to what I had feared would be an ongoing battle. A big thank you to all on here who have written up their experiences before me, quite possibly by the time I had to do it you had worn down VW, making my claim so much easier.

For reference, the helpful local Dealership is Martins of Camberley in Hampshire and the Bodyshop is at their Basingstoke branch. The Bodyshop Manager is called Cyril and the person who assisted us was called Nick.

Thanks again.

Ian

[JimC64]

Ian, thanks for the post and what looks like a great result for you.

You really are very fortunate to getthrough this process so quickly and unscathed, kudos to you my friend.
Looking forward to pics of the completed repair and hearing that all is well with your car.

As you're on a roll, have you considered the lottery tonight???

[bricam1]

Should have updated thread sooner but I have been busy.

Anyway my story is very similar as JimC64 so I wont repeat what has already been said. VW agreed 100% replacement under warranty. But will not move on 70% goodwill of my bootlid. I have a copy of the Technical bulliten released by VW release date 11-May-2011 regarding the bootlid. So VW know there is an issue.

[JimC64]

Bri - great news about the front wing warranty and 100% free fix, but not so good on the bootlid.
So the question is my friend, are you taking the bootlid offer or fighting your case?

Jim

[bricam1]

Jim,

VW are not moving on 70% and I will not be accepting. Rust may be coming from the inside out and VW have no way of knowing other than fully inspecting my car. All they are going on is a photo. Taking advice from my Solicitor and CAB to see if I have a valid case to take this to Small Claims Court (Scotland).

[rogerjames]

Congrats for this win... so at the end VW feel ashamed in front of their customers and pay all amount of money.Battle of Wills was over now with this decision

[MALH]

Hi Chipped2,

From previous experience I think your advice is correct. However, it's a pain in the **** to keep on and on at them. (I had a similar issue with the local VW main dealer when they tried to fix my turbo problem.............you wouldn't believe how poor and just plain dumb they were, - or maybe you would!).

I have just come to this thread because I have just found rust bubbling through from the inside on both my front wheel arches. I shall have to look carefully at the 12 years Bodywork warranty and take up the fight. I'll report on how I get on.

Cheers
MAL

Update

I've only just seen the later contributions and the success you all are submitting. Excellent result. Like others,... now MY journey begins.

Cheers again

Mal.

[JimC64]

Go get em Tiger!

[ianhayter]

Update

I've only just seen the later contributions and the success you all are submitting. Excellent result. Like others,... now MY journey begins.

Cheers again

Mal


It seems that they've capitulated, my car was 10 years old and there wasn't any suggestion by Customer Services of me contributing. Any problems with the dealer, go straight to them.

Ian

[chipped3]

Hi Chipped2,

From previous experience I think your advice is correct. However, it's a pain in the **** to keep on and on at them. (I had a similar issue with the local VW main dealer when they tried to fix my turbo problem.............you wouldn't believe how poor and just plain dumb they were, - or maybe you would!).

I have just come to this thread because I have just found rust bubbling through from the inside on both my front wheel arches. I shall have to look carefully at the 12 years Bodywork warranty and take up the fight. I'll report on how I get on.

Cheers
MAL

Update

I've only just seen the later contributions and the success you all are submitting. Excellent result. Like others,... now MY journey begins.

Cheers again

Mal.

Hi, chipped2 and chipped3 are the same person....I had problems logging on at one time so re-registered!

You will succeed with your claim if you are firm with VW, approach them directly if you meet and resistance from your dealer or believe them to be incapable or reluctant to act on your behalf. Keep all dates, names of your contacts at VW and ask for a reference number when you Register your claim under the 12 year Corrosion Warranty that came with your car and accept nothing less than a 100% contribution. Have nothing to do with any 'Goodwill Claims' that they may offer.

The fault is well known and many of us have received a 100% contribution so go for yours too! Hopefully you will not have the problems that we have had but instead benefit from our dogged determination to succeed. You have a very low mileage Passat and I'm sure you want to keep it looking good.

Mine is the same year as yours but now done 161k. Today fitted complete new suspension inc shockers and tomorrow will fit new injector wiring harness and aux belt tensioner......all preventive maintenance for a trip to France in the autumn and hopefully a further ten years thereafter.:D

Regards chipped2 & 3.

[roger32]

Hi all. Hope you don't mind me joining this thread.

Being a member of the forum since 2009 I always find the information very useful on looking after my car. I hoped that I had escaped the dreaded front wing rust problem as my vehicle, which I have had since new, was one of the last B5.5 Trendline TDi Passat Estates available in the UK which I purchased in December 2005 so hoped the problem had been sorted - no such luck.

I have only done 56,000 miles and noticed rust not on the front wings but coming out from the sides of one of the rear passenger door striker plates. I took it to my local Heritage VW dealership in Bristol who referred me to their body shop repairers S J Curtis in Warmley, just outside Bristol. I had all the paint thicknesses measured and it was they who found the rust bubbles on the front wing along with the door striker plate which they had not seen before. They also found rust from the folded outer edge of the rear tailgate. I have had photographs taken and was told to expect a phone call from VW Customer Care within two weeks; I am still waiting three weeks later! I was given a job number by the dealership but contributors to this thread talk about a 'reference number'. Is this the same or is this something I will get when Customer Care eventually get in touch with me? I have noted the wealth of information that Chipped 2-3 and JimC64 have provided in this thread so I am now trying to build up all the information necessary to fight for 100% cost of repair to my vehicle.

What I would like is the TSB Bulletin for the Passat. I have noted the attachment for the Golf which has the same problem. Is there someone who can send me an attachment or a link to my e-mail address: the_kempsons@yahoo.co.uk so that I can add this when I go back to the dealership.

I will keep you informed on my progress and hope I will be one of the lucky ones who does not have too much agro and will be offered a 100% cost of repair. Pigs might fly!

Thanks. Regards, Roger

[JimC64]

Hi Roger, welcome to one of thew busiest tech threads on the forum.

Firstly, sorry to hear about your rust issue, but hopefully we can help you to get it resolved F.O.C

The bootlid issue - you might want to contact bricam from this thread! He's currently going through the bootlid issue and has successfully won his claim for the front wings ( similar process to mine )

As for the TSB for the Passat?
I looked and checked and looked again and I could not find it, but the Golf one relates to Jetta and Passat I believe and thats what I used.

Be prepared on this, there's a lot of money involved if you had to fix it yourself. You should win through on this no problem, it seems to be getting easier and easier as more people fight the fight.

Don't give up, steady yourself for along fight and don't get despondent. Keep records of ALL phone calls, times / dates / places and names etc, although email is best for this if possible.

Go get em and good luck

[chipped3]

I've never seen a version that covers the Passat but it is the same problem that affects Golf and Jetta and has been accepted as such by VW.

It will only become a drawn out struggle with VW if you allow it to be so. Not until VW realise that they cannot fob you off with ridiculous reasons for NOT forking out to honour your 12 year corrosion warranty will they pay the total costs of repairs as your Warranty states. The reason you must get a reference number for your claim, names of all you speak to with dates/times is to stop them, somewhere down the line, denying any knowledge of your claim.

Several of us have written a wealth of info of our experiences to help members like yourself which need to be digested before you start your claim. I'm sure we are all prepared to help further on specific points/problems you come up against during your claim but it will help us greatly and ultimately yourself to be successfull if you read all our posts.

Remember that your Passat has a 12 year Warranty that is without condition of any sort except that the part being claimed for has not been oversprayed from a previous repair. Your claim is against this Warranty. You are not and do not want a Goodwill Settlement.
Neither do you want less than a 100% settlement of your claim as the problem was entirely of VW's making when they decided to fit an acoustic foam panel to the front wings of the affected vehicles. Had they either not fitted the foam..... or better still.... if they had forseen the future problems they could have and simply made the foam 10mm shorter so that it sat on a silicone bead on the wheel arch edge instead of on a galvanized inner wing surface, there would not be the issue that many owners now have. Hindsight is a fine thing and so was the release of the VW document that we now have highlighting their knowledge of the problem!!!

You need to make VW realise that NO is not an answer to your Claim and that you will if necessary issue a claim against them for not honouring what should be a cast iron Warranty that still forms an important selling point about VAG products.

Enlist the help of MOTORCODES, read their conditions that VW and other manufacturers have agreed to and let VW know you know too.

Keep us all posted. Be polite in your dealings but remain determined and forceful from the outset. Don't allow your Claim to become bogged down and it is best to cut out the middleman....ie your Dealer as it will delay the process. Record letters to VW as you would to any Company that is treating you badly. They hate bad publicity which is always in your armoury if needed. You will be successful and in return you will make VW more successful........my friends find it hard to believe that I received 100% contribution for a new wing after nearly 10 years plus the new hire car etc.
Sorry, I see that this post is supposed to be a 'Quick Reply'.

[roger32]

Many thanks JimC64 and Chipped3.

I have read through the whole thread and as I said before, your replies are most informative. I will obviously take more detailed notes as my claim progresses. When you say go direct and not via my dealership; at the moment I am dealing with the body shop which I don't think is owned by VW but it is just their recommended body shop.

It has now been 3 weeks since my car was inspected. Should I personally be getting a correspondence from the VW Warrenty Department or will it come via the body shop? As it has been 3 weeks should I now make contact with the VW Customer Care (the number you supplied was 0800 0833 920) and when would I involve Motorcodes - after I get some sort of percentage settlement or do I involve them after I have a reference number?

Again many thanks for your invaluable assistance.

Roger.

[roger32]

Thanks for your PM JimC64, I am not allowed to send PMs until my Post count is 10 so for forum tells me.

Regards Roger.

[stevie-g-2.6]

my turn ...
i bought my 03 passat off of my dad on friday..it has 70k and full vag history from the vag dealer it came from in aylesbury.
it has never been bumped or painted.
i was giving it my personal touch clean over the weekend and i noticed both front wings have bubbles just faintly showing.
so i popped into wayside at towcester today, and they are going to have somebody call me tomorrow.

i have read most of the thread here and it has given me some ammo... so i will keep you all posted as to my progress.

incidently, ive owned a b5 audi and a A6 avant in the past, and both of them did the exact same thing in the same place.
my mk4 golf i just sold didnt show any signs of rust at all.
we also have a mk5 golf on a 08 plate with no signs yet.

[chipped3]

Being a previous VAG customer will give you extra clout. Use it and don't allow them to delay or mess you about. You will suceed! Sounds like you have the best model of Passat with a low mileage. I have a 2002 Sport Estate and love it.

[stevie-g-2.6]

well, as to be expected from vag....no return phone call...:zx11:

[chipped3]

Do you have the name of the person who promised to ring you back?
Do you Have a reference number?
Has your wheelarch paint thickness been measured and found to be free of 'non-original' overspray?
Are you dealing with VW direct or through a Dealer with a VW Approved Bodyshop? Go direct to an Approved Bodyshop and keep up the pressure and at the first sign of their 'unhlpfullness' go direct to VW.
Have you contacted Motorcodes and asked for their help? If not do so. Their contact details are on these postings or GOOGLE it.

You will win if you follow the advice that I and others have given. We have threatened VW with exposure of their failure to honour their own 12 year Warranty if they fail to repair/replace the damaged caused to our affected cars. You will get the full 100% repair cost under the terms of their '12 Year Warranty' as most of us have! Accept no less as it is their fault not yours.


Don't be put off by ill-informed VAG staff.......you have a legal right to wing replacement etc if your car meets the criteria. You do not need a FVWSH, it is not stated as a condition of the Warranty. There are no conditions stated, however if the wing has already been tampered with, previously repaired you cannot expect VAG to honour any Warranty. Don't accept any Goodwill Claim offered, do insist your claim is against the 12 Year perforation Warranty that came with the car and is not only with the first owner BUT with all subsequent owners.
Even if it only has a week to run get proof of your claim by having a CLAIM REFERENCE NUMBER. Once a bubble appears it will enlarge quickly in the heat of the sun!

Above all, read the postings and be determined to suceed. VAG do not want any publicity over this problem. Remember that is one of your greatest weapons so use it if needed.

[stevie-g-2.6]

had a call today...will be taking it in next week to be inspected..the guy went straight to " this is a mechanical claim, not perforation...and the most you will get is 70%"
i didnt argue at this point..i will just wait until it been inspected, then go from there.

[roger32]

Hi guys.

Here's the latest news regarding my warranty claim with VW! Am I lucky or has VW softened their approach? My body shop seems to think the latter!

Went in a couple of weeks ago to have photos taken. These were sent off to VW. I had a phone call from the body shop to say VW had agreed 100% payment but wanted further photos after grinding out the rust areas on the tailgate and front wings.

Went in today and they did the necessary work. One wing is definitely being replaced, the other is in question at the moment. I have insisted with the body shop that I want both wings replaced; they agree with this as apparently if they repair the wing and I return the car within the 3 year rust warranty period, they will have to pay for the repair so it's in their interest to fit new wings.

There is no issue with the striker plate on the rear nearside passenger door. Now that the paint has been removed from the rear tailgate folded edge you can see the rust has come from underneath the fold so it was obviously rusty before it was galvanised so that looks like a new tailgate as the body shop says they cannot guarantee they can get at the rust.

The guy at VW who is dealing with my case is on holiday now for two weeks so I await with interest on his decidion: the body shop doesn't think there will be a problem.

One interesting thing mentioned by the body shop is that they don't normally put the offending rubber block back in the wing and past customers don't seem to have complained. I note that in the TBS they say to refit the rubber block after modification. I would like comments on this from people who have had the work done and whether they have had the rubber block refitted or not. I assume it's fitted to cut down vibration within the mudguard especially on the diesel, which mine is?

Watch this space!
Regards
Roger

[matt925]

Hi all,

DO NOT GIVE UP!! Read on - you will get them replaced.

I have a Golf 1.9TDI SE 2004 Reg.

I went into JCT600 in Hull about my corrosion to the front two wings, sure enough the guy did an inspection and said yes it's corrosion but it's due to the wheel arch lining rubbing on it. Clearly a message about this has been sent to ALL VW staff so they're aware. Anyway, comes back and says we will only pay 70% of the replacement wings as a GOOD WILL GESTURE. To me straight away told me they knew full well they were in the wrong. Why else would they pay a penny?! They said this is also because I haven't had full VW SERVICE HISTORY - absolute rubbish - doesn't make a difference.

So, I argued for a month or so, got nowhere. Then, sent off a small claims form to the court and claimed for £1000 (as that's what the VW guy said it would roughly cost in total for the work to be done). A week later I get a call from a guy from a head office in Sheffield saying, we will cover the full replacement cost and he wanted it booked in ASAP. Clearly they knew they'd lose..

ABOUT TIME!

DO NOT GIVE UP! If it comes to it, just claim under the small claims court - send pictures of the rust along with written confirmation from VW as to "WHY THEY WON'T REPLACEMENT THEM AT 100% COST TO THEM", and you WILL get them done for free in the end..

WHAT Please don't swear!!

Anyway mines just been taken in today for them replacing. They just better get them the right colour as they are replacing and 'blending the colour with my doors'. It's an 'approved bodyshop' as apparently VW don't have their own body shops. I'll be making sure it's the exact same colour otherwise they're spraying the entire car. As mine is a burgundy/red colour and am told it will be difficult now for them to match it but at the end of the day, they will have to. Not my problem they built a car that rusts when it shouldnt.

Good luck guys, but do not give up - they are liable and will sort it out if you persist!!

(I have even been an awkward customer who has irratated them to the max by saying I want the old wings back). I'll sell them - someone will probs buy them if an older car has had a bump and they can't afford new. Again, they weren't going to but I persisted and they are ;-)

[matt925]

Oh and apologies for swearing. My bad : )

[chipped3]

Hi roger32 and matt925,

Great news to hear that you have both succeeded in getting 100%. Wear them down and avoid getting worn down yourselves!

Re; replacement of the foam sound deadening that the 'Worldwide' bulletin suggests is replaced following being reduced so that it doesn't cause the same problem again. I would not have it replaced. My 2002 Passat TDi estate bought S/H in 2004 must have had a nearside wing replaced and not had the foam panel replaced which saved that wing from corrosion. The offside wing was the original with foam intact and rusted through with the tell tale blisters in 2010 and was replaced with a 100% contribution from VW.

So if your Bodyshop advises to leave out the foam I would agree. It has caused you enough grief already!

Make sure that the Bodyshop refits the door trim properly. Ideally to fit new ones but at least to remove all old adhesive tape and refit with new tape. Don't accept a new piece of tape at each end! The old tape isn't easy to remove fully so beware.

[JimC64]

+1 on Chippeds comments.............great result guys. :beerchug:

Looks like its easy peasy for most peeps moving forward from now on, but still best to be prepared.

[stevie-g-2.6]

well, heres an update...after my 1st dealing with my local vag dealer, i had a change of plan and popped in a dealer in aylesbury...the had a compleatley different veiw to the previous dealer...the funny thing is, they are the same chain..
anyway..they took photos and measured the paint etc...this was last saturday...had an update call today.. they ell me vag will only offer 70% which is standard offer from what im told, but the dealer is pushing for 100% from vag without me even asking.
so im leaving it with them for the time being..
guess il be giving an updat again in a week or so.

just goes to show, some dealers will fight your corner, others cant be *****.

[matt925]

well, heres an update...after my 1st dealing with my local vag dealer, i had a change of plan and popped in a dealer in aylesbury...the had a compleatley different veiw to the previous dealer...the funny thing is, they are the same chain..
anyway..they took photos and measured the paint etc...this was last saturday...had an update call today.. they ell me vag will only offer 70% which is standard offer from what im told, but the dealer is pushing for 100% from vag without me even asking.
so im leaving it with them for the time being..
guess il be giving an updat again in a week or so.

just goes to show, some dealers will fight your corner, others cant be *****.

Just say to them that many people you have spoken to (including me!) have had it done at 100% and so you want yours doing at 100%. They can't have one rule for one and another for everyone else. They are at fault.

At the end of the day, the dealer will get reimbursed from VW anyway for the repairs / replacement. Or so I'm told this is how it works.
Good luck

[lpg boy]

My wifes newly aquired 2003 B5.5 estate had the bubbling wheel arch problem, but I had read this forum and knew the game, and this is how I got 2 free wheel arches only due to you.
I took the car to Barnards in Suffolk and showed them, quietly letting slip I knew it was not an unknown problem.They gave a neutral response, but had a chap photograph the bubbles and measure the paint thickness-will contact me in due course.
3 weeks later they contacted to arrange a time for theVW mobile engineer to call and inspect as 'their pictures and measurements were inconclusive'.This done,more time passed and Barnards rang me with the farmiliar 'its the foam at fault and that only has a 3 year warranty , your car is 9 years old but we will ,as a gesture of good will, do both wings for £200'.If I had not read the forum it would have been a bargain! Anyway, I knew to argue that the foam was not my problem but the wings had rusted through i.e. perforated from the inside by their foam problem and therefore should be covered by the 12yr anti-perforation warranty.talking then went round and round about who's responsibility it was to pay. I broke the conversation up by asking for the claim number and I would be contacting VW customer services direct, and I already had the number, just needed to get my arguments together before ringing them. A couple of days later Barnards rang me again and said they had spoken to VW put over my argument and VW will pay the full ammount! Polite persistence paid off.
I am not a frequent customer of theirs- they have only done me one of the services and 2 cambelt changes in 7 years and on a different car, they had never worked on this one. Apparently their biggest cop out is if the wing has ever had a non VW repair which is detected by the paint thickness.
The car now has 2 genuine VW replacement wings and the foam trimmed back F.O.C. total thanks to you guys, WELL DONE:D

[JimC64]

Nice one Lpgboy................Kudos to you for sticking to your guns on this.

Thanks so much for returning here and posting this too. It will help to give others confidence to pursue this issue and not be fobbed off.

[chipped3]

Excellent news. Knowing what to say is everything and polite persistence does pay off as we have found. Sad though that VAG still attempt to fob off their customers.
Regards Paul (chipped2 and Chipped3):approve:

[jofauk]

I recently discovered to my horror, like you all that one wing on my 2004 Passat estate had succumbe to the same corrosion that has been listed. What was most suprising was the rate at which it had appeared. Anyway I contacted VW and booked the car in for inspection for Friday 21st Sept. My wife took the car in and was inspected, they said they would photograph and measure the damaged area and send a report through but advised it may take a few weeks for a response. I was not that suprised, but was happy that we had started the ball rolling.
Needless to say I was very suprised that an offer of 70% from VW (gesture of goodwill) was received on the following Monday afternoon. My wife advised them that she would discuss with myself and let them know.
After reading more on line and also these posts again, I was in a dilemma what to do. On the one hand 70% seemed quite good, but on the other, why should I pay at all. This was not my doing!
I sent an email to JimC64 who encouraged me to stick to my guns and follow everyone else. I decided to wait a while and emailed them on Tuesday night thanking them for their prompt response and offer, but asked to reconsider since this was a well known issue and TSB's were widely circulated covering this. I figurred this could go either way.
To my suprise I received a message this morning informing that they had re-presented my case to VW and confirmed that they will pay 100% towards this repair. I also have this on email, and await the body shop contacting myself to book this in. Was really suprised (pleasantly!) at how quick this has been resolved. Clearly the more we push the easier it becomes, I know some of you have battled continously to overcome this.
Thanks to JimC64 and you all for good advice - will keep you informed of progress

[JimC64]

Thanks so much for sharing jofauk and kudos to you for sticking it out and going all the way.

Its great news that you were successful and managed to get a 100% FREE repair to your car as was your right under the warranty provided
by the OEM from new.

This will give heart to those that will come after you.

Safe & Happy motoring

[roger32]

Hi guys

Herewith an update on progress with my warranty claim.

VW have agreed to pay 100% for the replacement of both front wings and also the tailgate which as I said had rust within the seams. Also the rust coming from underneath the rear door lock catch.

However I do have one small issue: I have been informed by my body shop that VW will not accept responsibility for blending in the paint on the two front doors when the wings are replaced. I do believe that my body shop is being honest about this and he has told me that he has tried on many occasions to get VW to pay out on this matter.

My problem is the colour of my car is Reflex Silver and he tells me that metallic silvers are notoriously difficult to match. He has not had problems with non-metallic finishes which don't normally need to be blended but advises me that it would be better to blend the paint into the doors and I would have to bear the cost of £150 + VAT. I know what chipped3 and JimC64 will say - I should stick it out and insist that the blending is covered under the VW warranty.

It would help if someone with a vehicle in Reflex Silver who has gone through this process and has got a warranty claim number that was issued for the repair could let me have this number so that I can go to VW and say that as they have paid out in this case then why can't they do the same for me, or is my body shop being bloody minded in order to make an extra buck? Would another body shop automatically blend?

My car is booked in on 22 October so any thoughts or suggestions would be welcomed before that date.

Many thanks. Roger.

[stevie-g-2.6]

Hi guys

Herewith an update on progress with my warranty claim.

VW have agreed to pay 100% for the replacement of both front wings and also the tailgate which as I said had rust within the seams. Also the rust coming from underneath the rear door lock catch.

However I do have one small issue: I have been informed by my body shop that VW will not accept responsibility for blending in the paint on the two front doors when the wings are replaced. I do believe that my body shop is being honest about this and he has told me that he has tried on many occasions to get VW to pay out on this matter.

My problem is the colour of my car is Reflex Silver and he tells me that metallic silvers are notoriously difficult to match. He has not had problems with non-metallic finishes which don't normally need to be blended but advises me that it would be better to blend the paint into the doors and I would have to bear the cost of £150 + VAT. I know what chipped3 and JimC64 will say - I should stick it out and insist that the blending is covered under the VW warranty.

It would help if someone with a vehicle in Reflex Silver who has gone through this process and has got a warranty claim number that was issued for the repair could let me have this number so that I can go to VW and say that as they have paid out in this case then why can't they do the same for me, or is my body shop being bloody minded in order to make an extra buck? Would another body shop automatically blend?

My car is booked in on 22 October so any thoughts or suggestions would be welcomed before that date.

Many thanks. Roger.

i still have not heard back from my vag dealer, im just about to call them...mine is silver too so this is something i will raise with them.

[stevie-g-2.6]

just rang wayside aylesbury...100% pay out....result....got cut off mid booking and would need to check if they will blend the paint.
they just rang and my car is booked for 15 oct.
thanks for all the info guys. so if your vag dealer fobs you off, go to another who would be more helpfull.

[JimC64]

Good for you guys, kudos to you for sticking it out and congrats on the result.

If my memory serves there was another on here, may have been UK Passats that had a blue Passat and was also told they would NOT be responsible for blending in the paint onto the doors!!

It turned out to be a great result and the owner was happy in the end, but thats a few instances where I've heard this and unsure where you would stand on this issue

[MALH]

Hi All,

I thought I'd give an update since I first posted on 10th August. I contacted my local dealer (whom I bought the car from) only to find they don't have abody shop of their own and they directed me to one nearby in Wrexham (Wrexham VW). I have been trying to progress my claim with them since then. No refusal, just "The warranty assessor is on holiday/off ill" etc etc. Eventually others in the bodyshop agreed to take the photos and check the paint thickness (05/09/12). They promised to let me know the result. No reply so I phoned them 24/09/12. Again “the assessor had been off ill but would phone me shortly” etc. No call so I called yesterday (08/10/12). They said my claim had been held up because they didn’t have the mileage!! OK, so I gave them it (85,793). I did suggest that a) this was taking an unreasonable length of time to resolve and b) what has the mileage to do with my bodywork claim? The fellow didn’t know the answer about the mileage and maybe in an attempt to placate me he has made a provisonal booking for me to have the work done (12/11/12) and to have a courtesy car. This gives the impression of progress, but it is all subject to getting authorisation from VW so I’ll have to wait and see. I’ll keep you updated. Also,...I've just seen the references to none matching of metallic paint. Mine is met Gold. The bodyshop hasn't mentioned anything about that .....yet!

On another issue, I know some of you have the same model/age as mine (2002 Passat Sport 130pd). My alloy wheels have corroded badly, - much more than any other cars in the family and more than I've ever had in the past. I have heard it is a particular problem with this model. Has anyone else had this problem?

Cheers

Malcolm Henderson (aka Tiger)

[JimC64]

Hi there, thanks for the update.........keep the pressure on and don't be fobbed off.

I too had the " the assessors off ill" and various other excuses, so keep at them.

As for the wheels?
I had the 15" std VW alloys on the car and generally liked the style, but, yes they were very badly corroded. I don't know for sure if its an issues although I have seen several with the same problem. I think its unlikely you'll get anywhere with that I'm afraid.

I ended up changing mine to the 17" Audi TT Trapeze alloys I took of my A6 when I upgraded to 19's on that car

[MALH]

Thanks JimC64

I think your right about not having any claim for the wheels. I just wish I'd thought about a claim when I first noticed it several years ago. It's not worth me putting better wheels on now at the age of the car, although as I only do about 5K miles a year in it, (I keep it for long journeys) it should last for several more years. All in all I think they are great cars and mine certainly still goes like a train.

[JimC64]

Thanks JimC64

I think your right about not having any claim for the wheels. I just wish I'd thought about a claim when I first noticed it several years ago. It's not worth me putting better wheels on now at the age of the car, although as I only do about 5K miles a year in it, (I keep it for long journeys) it should last for several more years. All in all I think they are great cars and mine certainly still goes like a train.

see pm sent

[MALH]

Thanks Jim. I've tried to reply to your PM but get the message that your 'in box volume has been exceeded, so I can't send you a PM at the moment..

Cheers

Malcolm

[JimC64]

Ahh the joys of the pm limit and inbox volume being exceeded:confused:.....lol

I've emptied it out some Malcolm if you wanna try again?
Failing that, its ok and hope I helped some.

Best :beerchug:

Jim

[stuart]

ahh the joys of the pm limit and inbox volume being exceeded:confused:.....lol



yawn!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

[JimC64]

Thanks Jim. I've tried to reply to your PM but get the message that your 'in box volume has been exceeded, so I can't send you a PM at the moment..
Cheers
Malcolm

Hey Malcom, got your pm eventually, after I cleared out some old stuff, thanks very much for the kind words.

As I said, I'm sure you'll get great results with your wheels and I'll no doubt read about it in a post sometime.

Back on topic - Keep pushing for the warranty 100% on the corrosion and I'm sure you'll be posting back here shortly with a result mate :beerchug:

Cheers

Jim

[jofauk]

Just a quick update - My car is booked in for 30th of this month. fingers crossed

[JimC64]

Good luck, keep us updated

[Hawksthorn]

I have a 05 plate Passat estate, both wings started to bubble simultaneously in the late spring early summer, Went to my local dealer, got messed around for a couple of months, after several polite visit and the last not so polite I travelled to there body shop for another photo and paint thickness measurement, where I was told,
"Yes its a known problem, well get back to you in a couple of days"
I then pointed out the tiny paint malformation in the rain gutter on the roof where the plastic insert sits above the drivers door.
"We've done a couple of those"
two days later they want to arrange for the vehicle to come in, the wings free of charge but a 30% contribution to the roof £285 !
Has anyone else had what looks like little they painted over a tiny bit of bird crap in between the roof and the side body channel.
Regards

Dave

[MALH]

Hi all
I've just had phone call from Wrexham VW (they have the bodyshop) to say VW have refused my claim under the 12 year Bodywork Protection Warranty……………… because my car is 10 years old. Nice logic eh? Also, I first contacted Wrexham VW about the claim on 13th August with the date of purchase and now they find it's 10 years old. So now the fight begins. I'll phone VW Customer Care tomorrow and see what they say.

Cheers,
Malcolm H

[chipped3]

You have a 12 year Warranty that is without any conditions. The fact that your car is now 10 years old is well within the deadline. I hope you have done as advised and kept all dates of your contacts with your dealer, who you spoke to and have a Reference Number from your dealer or preferably from VW Customer Services.

Do read all that has been posted on this Forum and do not let them give you the run around. Give them a time limit to reply in writing to your questions. Presumably your dealer has been informed of the refusal of claim due to the car being now 10 years old! Ask for a copy as you will be contacting MOTORCODES, Trading Standards etc.

Shrewsbury VW or Inchcape as it used to be called is excellent, has a VW Approved Bodyshop and does a great job and is close to you.

[MALH]

Thanks Chipped3.

I've certainly got a complete record of dates of contact with the dealer and who said what. I spoke to VW Customer Care this morning but they also found it inexplcable. Tha issue has been pased to a Claim Manager to review and get back to me and I have a claim refernce number. Watch this space!

I might have to use Shrewsbury if things turn sour at Wrexham, - thanks for the info.

[JimC64]

Good luck buddy and please keep us updated here.........

[chipped3]

Don't let it turn sour at Wrexham, you may need their help in the future.

You have more clout with VW direct than your Dealer has, who really has to tow the VW line which as we know is to fob the customer off if at all possible. You need to be firm and determined that VW has to honour their warranty which is for a 100% contribution to repairs to your vehicle as others have received. Do read the MOTORCODES promise that VW and other manufacturers have signed up to and remind VW if necessary of their legal obligations to honour your claim. Contact Motorcodes and let them know where you are with your Claim and get details of who you spoke to. Let VW know that you have contacted them....it shows determination on your part.

You will win, don't allow them to drag your claim out!

[MALH]

Hi all, Update.

I’ve just had a further phone call from VW Customer Care. Apparently, based on the information supplied by Wrexham, the problem is a paintwork problem and therefore only covered by the 3 year warranty and that is what VW Warranty Dept. has said. I said I will challenge that finding. VWCC will get back to me within a week. The fight goes on.

[stevie-g-2.6]

thats rubbish, its not mechanicle or paint...its a perforation problem.
i got mine back last week and it looks great, wayside aylesbury were very good...though the wayside groups body shop were a pain in the ****...it took them 7 working days to do 2 wings!!
wayside aylesbury have put in a comlaint against them and charged the courtesy car to them at £12.50 a day as they kept fobbing off wayside aylesbury and me.

[MALH]

Hi all,
Thanks to everyone for their support. The last couple of occasions I have spoken to VWCC I have said that I'm following advice of friends on the this forum and suggested that they should follow the threads - as a good indicator to Customer Care problems. They haven't said "Oh Yes", but I know that if I was involved in something like this as my career and there was a source of customer complaints such as this forum, I would know every dot and comma of what was being said. Does anyone have any insight into whether they DO monitor these web sites/forums?

[JimC64]

Hey Malc,
I'd imagine if they're on their game they should be!!

As an example I run a Jaguar forums site as Admin and we have been in discussions with Jaguar and they have a full time employee who monitors the forums.

I'm sure its not specific to us, but as far as we're concerned we have access 9am - 5pm to DIRECT customer care liaison. Her sole purpose is to monitor the site and to address any customer complaints issues as quickly as possible. She has already been very helpful to a couple of members with issues I believe.

She has given her contact details either via the pm system / via email / Facebook / Twitter etc.

Its proving quite a useful tool for the members for sure, but I'll bet an obscene amount of money they're getting their money's worth out of the whole set up too.

In summary, I can't say for certain but I'd take it as read mate.

[roger32]

Hi All.

Just to let you know got my car back yesterday from the bodyshop after having the two front wings and the rear tailgate of my Passat estate replaced under the 12yr warranty.

They paid 100% but I could not get them to pay for blending in the front doors, cost me £150.

I think I have had an easy ride but it makes a lot of difference if you have a good body shop behind you I used SJ Curtis who are independent but are the official body shop repairers for VW Audi and Jaguar, they have a good name in the Bristol area.

VW insisted on two lots of pictures to be taken one before and one after grinding off the paint.

Thanks for all the help from the forum and keep up the good work.

Regards
Roger.

[chipped3]

Great news but the usual hassle with VW UK who haven't honoured their 12 year Corrosion Warranty Guarantee fully. Their commitment should not have left you in a worse position than you would have been had the corrosion not occured! It was only your contribution of £150 that saved the DAY!

Shame on you VW for penny pinching on this one and for the hassle caused to your customer. My Passat is Fresco Green Metallic and I would have gone to Court if necessary to get not only the 100% contribution but 100% satisfaction as well.

I'm sure you are pleased that the matter is now concluded. Regards and thanks for keeping us posted.

[MALH]

HI all.

I had a phone call from VW Wrexham (Leigh, the body shop administrator) to say that VW Customer Care had refused to pay for my repairs but they (VW Wrexham) had decided to do the job for me free of charge, - with the use of a courtesy car. I tried to suggest that it seemed unreasonable that the local agent should pay as I have no contract with them and they owe me nothing, - I might just as easily have chosen a different agent!!. He said he couldn't comment on that but said that his garage would be happy to do the work FOC. I left it at that. I thanked him and booked the car in for Monday 3rd December. It may take a week to complete. It's disappointing and a poor show that VW play such game, but Ho Hum we'll see how the repair goes. Thanks again for all your help. I'll keep you all up to date with further progress.

Cheers

Malcolm

[chipped3]

Hi Malcolm,

Well, what a strange turn of events you have experienced! I don't believe that VW have not contributed in some way to enable their dealer to take the applause for stumping up the cash. It still leaves VW having NOT met their Warranty Claim which they are legally obliged to do if your car complies with simple tests that you clearly have met.

My attitude would be to thank the bodyshop for their moral stand but to advise VW after the repair that their their attitude is illegal and that you only accepted the Dealers offer to rid yourself of what has proved to be a quite distressing, frustrating period of car ownership that you will not want to repeat. It has sadly left you with little regard for VW as a manufacturer.

The August WHICH? Car Survey stated 'Volkswagens may feel well made but brand reliability is poor'.....and..... 'poor value alongside in-house competitors from SEAT abd SKODA'
A two star Reliability rating put VW overall in the same league as Peugeot, Volvo, Jaguar, Alfa Romeo, Vauxhall and the most unreliable Land Rover.
Fortunately for us several Dealers have stated that the Passat B5.5 is the best model that VW ever made.

[JimC64]

HI all.

I had a phone call from VW Wrexham (Leigh, the body shop administrator) to say that VW Customer Care had refused to pay for my repairs but they (VW Wrexham) had decided to do the job for me free of charge, - with the use of a courtesy car. I tried to suggest that it seemed unreasonable that the local agent should pay as I have no contract with them and they owe me nothing, - I might just as easily have chosen a different agent!!. He said he couldn't comment on that but said that his garage would be happy to do the work FOC. I left it at that. I thanked him and booked the car in for Monday 3rd December. It may take a week to complete. It's disappointing and a poor show that VW play such game, but Ho Hum we'll see how the repair goes. Thanks again for all your help. I'll keep you all up to date with further progress.

Cheers

Malcolm

Hey Malcolm,
as chipped says, a really strange turn of events to be sure.

Rest assured though that the bodywork isn't doing this out of the kindness of their heart, business doesn't work that way......VW will be involved in some way gauranteed.

To be honest, could you almost care less?
You are getting your car fixed and for 100% FOC as it should be..............

Good for you

:beerchug:

[Hawksthorn]

Hi Guys, looking for some advice

Took my passat in to have the wings and roof done on monday, The roof is going to cost £300 30% of the repair cost (corrosion in the gutter), as I washed it befor ethey received it I noticed another bubble of rust on the tailgate, closer inspection it looked liike the rear number plate lights were about to fall out,
I showed the body shop,,,,,,,,,,,,,, took a phone call from them yesterday, thats going to cost an additional £300 again a 30% contribution, and if they break the rear windscreen on removal thats an extra £160
This pasat is going to cost me in total £600-£760 plus hire care
The work needs to be done, who can I go to afterwards to see if I can claw some of this back ?

Regards

Dave

[MALH]

Hi Dave (Hawksthorn)

My understanding is that the VW Bodywork Warranty lasts for 12 years and is against "through corrosion" which is taken to be corrosion coming from impurities in the metal or from the interior of the bodywork due to mechanical wear as a result of the design (as is the case with the front wing corrosion listed in this thread). Corrosion coming from the outside surface is a paintwork problem and is covered by the general three year warranty. If your car is outside the relevant time period you have no warranty claim. If it IS within the appropriate time period you HAVE a warranty claim. You will see from the previous correspondednts of this thread that VW try to get out of their contractual obligations, but it seems that if you are correct and persistant with your claim, yoou will get the correct result.

Cheers and good luck.

[jofauk]

Just a slightly update on the corroded wing saga. Received the car back somewhat later than estimated, just incase they thought they could repair the wing! (needless to say they couldnt and lost a day or two waiting for new one to be delivered!). Two attempts with the paint colour later and the car was ready to collect. Or so I was told. Transpires that there was a piece of trim that hadn't been ordered! (I couldn't figure out which bit of trim they were referring too at the time. Turns out was the strip on the passenger door. (This was all painted too, to blend) So we collected the car as it was, and returned on the following Monday to have trim fitted whilst we waited.

On the plus side the car was thoroughly cleaned, even to the point of dressing all the tyres, and they had also fixed the loose passenger door handle for me.

So, got there in the end, and looks good. Just needs a good polish whilst the elements will allow it.

[Hex69]

Just needs a good polish whilst the elements will allow it.

Wax not polish. (http://www.performancemotorcare.com/blog/2012/03/18/what-is-the-difference-between-car-wax-and-car-polish-and-why-it-matters/)

And leave it at least a couple of weeks for the paint to harden.

[jofauk]

Apologies - just meant entire car needs some TLC in the near future,

[Hex69]

Apologies - just meant entire car needs some TLC in the near future,

No worries, just didn't want you ruining your pride and joy unnecessarily. :)

[jofauk]

No. Comments much appreciated.

Forgot to mention - bodyshop commented on having 4 other passats in for the same issue. This is really ramping up

[JimC64]

Agreed jofauk......this issue is really becoming much more noticeable, mainly due in part to very valuable threads like this one.

Its great to see new posts about the issues, then an update about issues and 50% contribution through to 100% F.O.C. fix as it should be. Even better that the process is getting slightly easier for each new member with this problem.........hopefully one day VW will just admit to it and do it for each and everyone immediately and without fuss or hassle.

[chipped3]

It's good to read the positive feedback from owners but still far short of 100% contribution with 0% customer hassle! Thanks for posting result.

If you are a victim just keep on fighting!

[MALH]

Hi Friends,

I can now report that my car front wing corrosion problem has now been fixed - with a courtesy car provided, and all FOC. In late October, the Parent Company of Wrexham VW phoned me to apologise for the poor service I'd had to date (they were just taking over the Wrexham dealership when I first started with my claim) and offered to carry out the work at their new 'State of the Art' workshop in Crewe. The car was picked up on their transporter and a new Polo courtesy car dropped off, on Monday 3rd December. My car was duly returned on Wednesday 12th December, - all cleaned and polished, including tyres in shiny black! I think they have also replaced the front door trim bars as they look new. The whole service was excellent.........and would you believe, - it was done as good will!! The garage (Swansway Garages) are obviously very generous!! The transporter driver said it had cost £770 to do, - which is quite cheap I think, for two new front wings and all colour matched to Sahara Gold metallic! VW Customer Care in Sheffield (Patrick) has phoned twice to check on progress and I did suggest that Swansway were very generous and he blustered his way out of it, so I didn’t make him squirm too much.

However all in all a good result and all credit to the men of this forum for the help and advice. It seems that if you have this problem, simply stick to your guns, be polite and reasonable etc etc and in the end VW will see that you get the job done 100% FOC. So thanks again……….now, what next?

Best regards

Malcolm Henderson

[chipped3]

Great news that you were successful with your claim and that it was done at Crewe.

LC Charles used to be the VW Dealer in Crewe who originally supplied my 2002 Passat Tdi Sport Estate to its first owner. I bought the car from a Ford dealer in Aberystwyth 2004 and had my 60k Service done by Crewe and bought the third year VW Warranty back as it was about to expire on the mileage rules. All other Dealers, inc Aberystwyth, said it could not be done and refused. Crewe also sorted the pollen filter housing etc and claimed new carpets under warranty. Only problem was that the roads to Crewe from mid Wales were slow and Crewe was pretty useless as a shopping centre but as a VW Dealership they were excellent. Fortunately Inchcape in Shrewsbury turned out to be equally good and nearer which is where I now go.

[Bassman]

Hi,

My 2004 1.9 TDi 4Motion has just had the offside wing replaced FOC under factory goodwill. Car has 175k on the clock and has not been to VW for any service work for about 5 years now as I do all the work myself.

The nearside needs doing as well but it has been re-painted due to a bump prior to me buying the car as an approved used car and therefore factory good will does not apply.

I tried taking this up with customer services but they stick to their guns. At least one was replaced FOC though and the other one is not too bad yet!

Rob

[JimC64]

Nice one Rob, thanks for sharing and kudos to you for sticking to your guns mate :beerchug:

[caldirun]

Hi,

My 2004 1.9 TDi 4Motion has just had the offside wing replaced FOC under factory goodwill. Car has 175k on the clock and has not been to VW for any service work for about 5 years now as I do all the work myself.

The nearside needs doing as well but it has been re-painted due to a bump prior to me buying the car as an approved used car and therefore factory good will does not apply.

I tried taking this up with customer services but they stick to their guns. At least one was replaced FOC though and the other one is not too bad yet!

Rob
I had my OS wing checked and was told it had been re-sprayed, I took it away and its still rotting. I am now thinking, this rot is nothing to do with the paint on the outside but the poor design on the inside (the re-spray could have been pure gold and it would have still rotted through from the back, in fact the later paint was 50% thicker than the VW original!)
An anti-corrosion warranty that does not cover rust coming from the inside to the outer skin is a waste of time!

[chipped3]

The VW anti corrosion warranty DOES cover rusting through from the inside to the outer skin. It was unfortunate that your one wing was refused as the outer respray it had could have disguised a multitude of stone chips scratches that were the real cause of the corrosion.
The VW Guarantee is pretty fair in its breadth but poor in its execution. Too much customer hassle from ill-informed VW staff both in the Dealerships and at HQ. Staff training should be a priority but in my 32 years of buying VW cars I haven't seen any improvements generally but there are a few Dealers who do try very hard and are worth seeking out.

[Ross24]

Hi Guys, thanks to all for your contributions to this thread.

I've just emailed my local dealer (the used car manager at Citygate Chalfont) with pictures stating that i want to make a warranty claim about the corrosion on the front wheel arches on my 2003 (52 plate) 1.9 TDI Sport Passat Avant. I asked for an apointment time when I can bring the vehicle in to be checked out and then repaired under the warranty.

Will see what they come back with and let you know. If they are not positive I'll escalate it to customer services and try that route. Anyone dealt with Citygate Chalfont with regards to this matter? Thanks again.

[Ross24]

I've just had a call from the bodyshop manager at citygate chalfont, saying that the warranty on the front wings is not covered by the bodywork warranty, as it was caused by a non-bodywork problem, which was covered for 3 years by the general 'something' warranty. He said that VW did have a goodwill gesture for this specific problem that lasts for 10 years from manufacture, but as my car was made in Jan 2003, it's just outside of that.

Does that sound like b@##@cks to you?

He did advise me to call customer services if I wanted to take it any further. Which I intend to do.

[JimC64]

Ross - this is the SOP ( standard operational procedure) for them.....he's talking about the 3 year paint warranty.

What caused the issue is the foam padding installed at the factory in the inner arch, it soaks up water / moisture and rusts through from the inside.....nothing you can do about it.

DO re read through this thread and print off the TSB posted here many times and stand your ground, fight your corner on this.

To reiterate.....You're NOT claiming anything under Goodwill and are not asking for anything you're not due. All you want is for them to stand by their warranty, no more, no LESS.

Good luck and hope to hear....

[stevie-g-2.6]

I've just had a call from the bodyshop manager at citygate chalfont, saying that the warranty on the front wings is not covered by the bodywork warranty, as it was caused by a non-bodywork problem, which was covered for 3 years by the general 'something' warranty. He said that VW did have a goodwill gesture for this specific problem that lasts for 10 years from manufacture, but as my car was made in Jan 2003, it's just outside of that.

Does that sound like b@##@cks to you?

He did advise me to call customer services if I wanted to take it any further. Which I intend to do.


try wayside vw in aylesbury...they were very helpfull...much better than their other branch in towcester.:(

[chipped3]

Don't bother any further with the Dealer. His info is incorrect. You are claiming on the 12-year bodywork Warranty NOT any Goodwill contribution!!! Do read all the posting that I and others have made through the Forums. You are to claim a 100% contribution NO LESS, that will include a courtesy car. Read also my posting about Motorcodes and how they can help too.
Don't stand any nonsense, Contact VW Customer Service, register your claim and most importantly obtain a reference number and the names of all you speak to with times and dates. Regards, Paul

-----Original Message-----
From: VW AUDI Forum - VWAF [mailto:stuart@vwaudiforum.co.uk]
Sent: 15 March 2013 11:50
To: pv.hodgkiss@btinternet.com
Subject: Reply to thread 'Please Help front wing corrosion'

[JimC64]

Ross - this is the SOP ( standard operational procedure) for them.....he's talking about the 3 year paint warranty.

What caused the issue is the foam padding installed at the factory in the inner arch, it soaks up water / moisture and rusts through from the inside.....nothing you can do about it.

DO re read through this thread and print off the TSB posted here many times and stand your ground, fight your corner on this.

To reiterate.....You're NOT claiming anything under Goodwill and are not asking for anything you're not due. All you want is for them to stand by their warranty, no more, no LESS.

Good luck and hope to hear....


Hi all,
good to see this thread is continuing to help many others, as are the similar posts on other forums.

I have received, probably as had Chipped2 I imagine, many emails from members and non members alike who have seen this post asking for advice, and am happy to help where & if I can.

The best advice I can give is to read through Chipped's posts and mine.......Read and re read them, print them off as necessary and use the details within as your guide on how to proceed.

They will offer 50% goodwill ( as they did to me and others more recently almost immediately )....They may up this to 70% as their FINAL offer later.....
Stick with it right to the end and you will win out and get the 100% FREE fix you deserve and are entitled too.

They may still call it "goodwill" as the ydid with me in the end, but, if you're getting your car issues fixed do you really care what they call it?


NOTE - For the benefit of those that follow with this issue.....PLEASE POST INTO THIS THREAD

Thanks & Good luck

[S66MJETDI]

Just a thought...... as I take my A4 to be checked over for a warranty claim for the front wings in year 11 of the warranty, but has anyone tried taking VAG to the small claims court when they refuse service / payment? I imagine the publicity surrounding losing a case like that would most likely result in a prompt positive result for the claimant.

[neovw]

I have had this problem on my 2003 Passat for a while now , only issue is that that wing has been resprayed as part of a repair that was done to the car, just to blend in the paint. It was not done by VW but by whoever my insurers use , details I can dig out.

Now I know that most claims are rejected etc but do you think this issue will kill any chance i ever had ?

[JimC64]

In short, yes I'm afraid.

Any attempt to stop / fix or resolve the issue yourself in any way will invalidate your claim

[Passatawx]

Hello everyone! I've been reading a lot about the 12 years paint warranty. I took my car to Coventry Listers today to have my front wings and tailgate checked. They took some pics and told me they'd give me a call. But, I was told that if they replace my tailgate and the glass gets broken in the process, I would be liable to replace it??? Is that correct? Thanx for any replies. Big thanx to chipped2 and JimC64.

[chipped3]

Why should you be liable for the dealer breaking your tailgate glass? The liability for any damage caused to your vehicle while in his possession surely is his. It presumably has to be removed to remove/treat rust.
My daughter is a solicitor but I'm unable to contact her for a couple of days.

What I would say is "get the job done and we will sort out the responsibilities later". If sufficient care is taken in removal of the glass it will not get broken. You cannot be expected to give them carte blanche to simply smash your screen to speed up the repair at your cost! It may be the case that a new tailgate will be sanctioned by VW as being a more cost effective repair anyway. I would also suggest this course of action to your Dealer as you intend to keep the car for some considerable time.
PS, Formerly chipped2.

[Passatawx]

Thanx a lot for the quick reply chipped3! I'll see what they come up with, but I won't agree with what they told me! As you said, I can't be held liable for any damage they might cause whilst repairing/replacing the tailgate! Learned a lot from your posts! Thanx a lot again!

[nas_hudd]

Hi guys, i have a similar problem with rust on the wings of my 2002 mk4 golf.I went to my local vw dealership today and they advised me that i was not covered for goodwill repair as the car was over 10 years old! I then explained to him that it was a 12 year corrosion warranty to which he replied : "i cant submit a claim, im just following the rules". He also said that it was caused by the block behind the wing and that vw were aware of it and only doing it within a 10 year period because it was not perforated rust or something like that. He gave me a number for vw uk and i have contacted them and submitted a claim. Very poor customer service from vw!

[chipped3]

You have 12 year perforation warranty without condition. Goodwill does not come into the situation. Read all that has been said on the forums. Download the 'motorcodes' conditions that manufactuers agree to follow in dealing with car owners.

Be persistant and you will win.

[nas_hudd]

Yeah thats what i tried explaining to him. I have spoken to vw customer services and apparently he opened a case and someone is going to call me within 48 hours. I tried downloading the motorcodes yesterday but the link wasnt working.

[nas_hudd]

Argghh! Just had a call back from VW UK and they spoke to the person that looked at my car this morning. He also told them that it wasnt covered under their goodwill gesture as it was over 10 years old. I was advised to wait for the case manager to get back to me but it seems VW will do ANYTHING to wriggle out of fixing it. I told the advisor it is NOT goodwill as it was caused by a poor manufacturing design. She didnt have anything to say to that...

[JimC64]

Keep on the case and DO NOT give up......apply just enough & constant pressure as stated earlier in the thread by chipped, myself & others.....you will win out in the end.

Unfortunately VW like to play a battle of wills against their customers and all too often win, when they shouldn't.

Stick with it

Good luck

Just a note for those that either have not seen the TSB or need a copy for their records.

Please check out page 4 of this thread, post #33 by Audicab.....Its there for you.

If anyone else needs a copy for whatever reason I can quite easily email if thats helps.

Good luck guys :beerchug:

[Irri_Tant]

Just been sent the link to this thread as my front wings have started to go. :beerchug:

VW here we come. As per my user name, I shall be the 'Irri Tant' I'm known as at work, rest and play. :biglaugh:

[Irri_Tant]

You have 12 year perforation warranty without condition. Goodwill does not come into the situation. Read all that has been said on the forums. Download the 'motorcodes' conditions that manufactuers agree to follow in dealing with car owners.

Be persistant and you will win.

Have you a link to download the 'motorcodes' conditions please

[JimC64]

Go get what you're entitled to.....

Please don't forget to come back and update this thread with your progress.....it will help others in future.

Good luck