March 19, 2007

Hi Tony,

I just wanted to ask a question about a concern I have with a convertible top on my new car. I had mechanical issue with the window on my car about three months after I bought it and every time I opened the door the window would not go down and it would rub up against my top. It made holes on the side of my top from constantly rubbing.

I went to the car dealer and they said that there was nothing they could do, because there was no fix for the problem. I was very upset, because this was a new car and it looked horrble! They put it in writing that they were going to replace the top and I was ok with that.

I waited a year and no one contacted me about the fix. I took it in for another problem and they finally fixed the window. I talked to them about the top and they said they were not going to replace it. I called VW corporate line and they gave me the run around. They said it is an open case.

No one calls me for updates and I am really upset. I have numerous electrical problems with that car and it is just frustrating. I still have the receipt where it says "top to be replaced at a later time." My warranty is up in 2 thousand miles and I just want to get everything settled.

I went back to the car dealer just so they can repair the damage at least, and now they are acting like they are doing me a favor. What do you think I should do?

Thanks!

Rachel S.

Answer:

Hi Rachel,

Rachel, you're going to have to get tough with these idiots if you ever expect the problem to be resolved. First, contact the General Manager or the owner of the dealership and tell them that you want the problem resolved with the new top that they promised you or you are going to file complaints with your state's Attorney General's office and the Better Business Bureau. Tell them you are also considering getting a lawyer and taking them to court.

You may have to follow through on these threats if they do nothing for you.

Also, using the contact information in your owner's manual contact the manufacturer's customer service department and tell them you are tired of all this waiting and you want the car fixed or you want them to buy the car back as a lemon. Tell them the same threats as above.

You can't let the problem sit for any length of time if you want it resolved. You've got to stay on these people until you get what you want. By letting it go this long the dealership personnel with whom you are dealing are thinking that if they stall long enough the problem will go away. They are in essence questioning your resolve.

Show them that you mean business.

All my very best...

Tony Iorio