At Volkswagen, the Takata airbag recall is charged to the customer

Mobiwisy recounts the experience of a Volkswagen customer who received a quote for the replacement of recalled Takata airbags.

The automotive world is changing, but not certain outdated business practices. A world where the emblem on the car’s hood was once a sign of seriousness and quality interaction between a dealer and their customer. And on this front, it seems that Volkswagen is still living in the early 2000s when its diesel engines ruled (before becoming controversial). At a time when the shift to electric is happening, with new, cheaper Asian players ready to do anything to capture market share, a gigantic wall is rising in front of Volkswagen. The relationship between the brand and its loyal customers must be more impeccable than ever, which is far from the case.

Here is the experience of Mr. B., owner of a Volkswagen Cross Up! maintained at the Fair Play dealership, in the 17th arrondissement of Paris. In the last days of spring, after a day of high temperatures, an airbag warning light appeared on his dashboard during a drive. The car had just undergone a service a few months earlier. A service that, despite the car’s XXS size to fit the capital, cost more than 700 euros.

However, because he rarely uses his vehicle, parked securely in a private parking lot in the district, Mr. B. forgets to report the issue to his dealer. A few weeks later, in mid-July 2024, a letter from Volkswagen France informs him of a global recall campaign regarding the Takata airbags that equip his vehicle. This letter invites him to contact his dealer for the free replacement of the concerned parts.

Welcome to Yamaha?

At the end of August, after the summer period, Mr. B. calls his Fair Play Pereire 17 dealer. His contact is aware of the recall campaign but immediately sets conditions: “Drop off the vehicle in the morning at 8 am, pickup approximately 1 to 2 business days later. When we call you, you must immediately pick up your vehicle before 5:30 pm, otherwise you will be charged a storage fee of 100 euros per night. If it is from Friday to Monday, that will be 3 nights…“. Mr. B. insists that he is in no way responsible for this recall campaign and points out the inappropriate tone for such a situation.

On the day of the appointment, Mr. B. is greeted by a workshop manager dressed… in a Yamaha jacket. One would expect a more corporate attire, especially since the dealership is not a Yamaha dealer. At the time of dropping off his Volkswagen, the owner is asked if a warning light has appeared on the dashboard. He responds affirmatively, recounts the timeline of events… and is told that a deep investigation into the fault is required, which would be in no way related to the recall campaign. Oral quote estimate: “From 300 to 500 euros!“.

Whose Responsibility?

When asked why such a sum is needed, given that the airbags must be replaced, as stated in the manufacturer’s letter, the mechanic retorts that a check of the serial numbers of the airbags installed in the vehicle will take place, but not a systematic replacement. “Does this mean that Volkswagen does not know which numbers were installed on the assembly line? Is Volkswagen going to inconvenience ALL its customers worldwide because it doesn’t know how its cars are produced, when a brand of applesauce knows everything about its lots distributed supermarket by supermarket?“. Tension escalates, leading to the humiliation of the customer in front of other customers bewildered by the surreal situation, who are waiting their turn. “The appearance of the warning light is likely due to the maintenance you do on your vehicle!“, snaps the dealer at Mr. B., who reminds him that his vehicle is precisely maintained at Fair Play “which certainly doesn’t live up to its name!“.

Faced with his refusal to pay hundreds of euros, Mr. B. is handed his keys back and invited to leave with a defective and dangerous vehicle for him, his family, and other road users. “Who will bear criminal responsibility in the event of a tragedy?” To this question, the dealer responded “You, because you did not proceed with the repair!“, with the repair thus billed at 500 euros… at a minimum when one knows the practices of Parisian mechanics.

“After ten years as a customer, I felt publicly humiliated in front of several other customers, states Mr. B. When Volkswagen handed me the keys, another employee, embarrassed by the situation, tried to ease the tension, but nonetheless let me leave with a car that, at Peugeot or Citroën who suffer from the same Takata airbag issues, it is said everywhere in the media that one should not use until it is repaired. I am now hesitant to file a complaint against this dealer and the manufacturer, as weeks have passed, and no one at Fair Play has had the decency to correct this scandalous error! After all, one must understand them: I will never step foot in their company again, nor in any dealership of the entire Volkswagen group, given the blatant contempt for the customer. At a time when Chinese or American manufacturers are forcefully entering with more relevant and cheaper products, Volkswagen’s antiquated way of working like it did 20 years ago will be fatal. Dressing in a Yamaha jacket was already the first indication of my interlocutor’s little regard for his customers. Does McDonald’s staff wear a Burger King shirt? My plan today: to sell my vehicle as is to get rid of it as quickly as possible and turn the page on Volkswagen. This defect will undoubtedly lower the resale price, no matter. The relationship is broken as it reveals a paralyzed system where the customer is only good for paying, staying silent… or leaving!“.

Feel free to share your experiences with your dealers, good or bad, particularly in the handling of the many Takata airbag recall campaigns.

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