Lodging a goodwill claim
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Asked by Chris Hogeboom
The "mechatronics unit" on my 2012 Skoda Superb has failed and I have now been without it for almost three weeks. The repair bill is monstrous and I am surprised that something so significant as a gearbox can fail in what is a 3-year-old car. I have spoken to VW's customer service, but because the vehicle has been out of warranty since Feb they advised me that I needed to ask the dealer to lodge a "goodwill" claim. To date the dealership has been uncommunicative and completely unhelpful. I am at a loss as to what I can do as I have now had no transport for this whole time.
Answered by CarsGuide
27 Nov 2015"Good will" claims are usually lodged by dealers having assessed the problem with the car, so you need to find a way to break through the barrier that appears to exist at the dealership and resolve the issue at that level. It is a seemingly justifiable claim; the mechatronic unit shouldn't fail on such a new car. You should also ask for a loan car while yours is being repaired. It's unacceptable that you are without transport for three weeks.
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