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Aqui reproduzo a carta que enviei à Volkswagen International. As únicas modificações foram o número do chassis e meus dados de contato, retirados. This is the letter I sent to Volkswagen International. The only modifications were VIN number and contact information, that I removed.
To Volkswagen of Germany My name is Leonardo Caldas, owner of a 2003 Golf GTI 1.8T, VIN ?????????????, which only accessory is the heated sport leather seats. This is not my first VW, but is the first time I have had so many problems with a VW dealer. I always believed a car should check out of a dealer better then when it checked in. Now I realize I was mistaken. I'm writing this letter because neither Volkswagen of Brazil, nor the dealer Baviera Ve�culos, are giving proper care to the hasle Baviera Ve�culos created. In October 12th, my car was hit by another car on its left side, damaging both doors and the rear fender. In December 4th I took the car to Baviera Ve�culos to get repaired. That's when my problems begun. I have the habit to closely observe all kind of work done to my car, and so I have done it this time. I have visited the repair shop of the dealer once or twice a day, and saw every kind of negligence. The first thing I noticed was my car was completely full of dust because both doors were kept opened while they were being sanded. I asked about the isolation of the interior before the car was painted, and I was told not to worry. Well, I wish I had worried before it was too late. When the dealer considered the job done, my car was full of dust and the doors had two different colors, and I didn't see a single sign of the smaller effort to make a transition between them both. So, my car stayed at Baviera, this time to fix the horrible paint job. The rear left door was touched-up and painted twice before the first time I took the car out of the dealer. Almost instantly I noticed that something was wrong, and found out that many parts of the interior of my car were also painted. Seats, dashboard, steering wheel, driver's airbag, lights switch, beam height switch, inferior panels (those lower panels in front of the driver), aftermarket CD player frame, shift knob, portions of the leather seats and other parts were, heavily or lightly, covered with primer and silver paint. Also, I noticed the windshield covered by a thin layer of what seemed to be clear coat. Days later, by 30th December, while washing the car, I found out the car was almost completely covered with this thin layer that can't be cleaned with anything I would use to wash car. The worst part was hearing the service manager telling me it was nonsense to change all painted parts, since the car was too old. Well, it's a 22 months old car that looked like brand new before all happened. If it wasn't bad enough, he said I was trying to take advantage over the situation to fix all the problems of the car, which, to my knowledge, were none before Baviera touched it. I agreed to have them trying to clean the paint and primer out of all parts, but I was skeptical. Paint is something that can't be removed with soap, so I was really afraid they could completely destroy my car's interior. Two or three cheaper parts where changed, all others were cleaned, or at least they thought they had cleaned them. Now, the portions of the leather seats that were cleaned look like old synthetic leather. Nevertheless, they still considered nonsense to change any other parts. The only parts they have agreed to change were one of the internal door-handles, which had been scratched during the reassembly of the door, and a portion of the leather back seat. It was very disturbing for me to see that they sanded the door-handle and painted solid black, like they were trying to fool me. Furthermore, they forgot to connect the door's speakers, which have been mute since then. By December 28th I was so upset that I decided to take my car off the dealer to avoid a new damage from happening. Unfortunately, by the time I removed my car of Baviera Ve�culos, they had scratched the roof and the rear bumper, and they had unbelievably washed the engine of the car with a kind of acid used to clean trucks. It's impossible to describe the view under the hood. Almost every plastic part is damaged. Covers, connectors, wires, electronic throttle body, valve cover, intake manifold, radiator fan, and others, have been "burned" by the acid. After all, the dealer Baviera Ve�culos still believes it has nothing to do to with the careless work they have done. That is, at least, outrageous. I have sent a letter to Volkswagen of Brazil, but they replied telling me to negotiate directly with the dealer. Well, I was already trying to do that, so how should I feel? I have taken my car to a VW dealer that can't do a simple job, that won't take responsibility for the damages that were done to my car, and VW still says it has nothing to do with it. My car is a VW, and was at a VW dealer, so I sincerely think VW has something to do with it. I don't want VW to take responsibility for what happened, I just think it's only fair that, as a good father would do, Volkswagen teaches its "children" good manners. We shouldn't forget that dealers are the true responsible for the reputation of the company. I will have another dealership estimate the damage. I feel really tired, especially because I really like my car, and I'm the kind of owner who really takes care of a car, so I don't want any more problems. I'd rather solve it by simpler ways, but I am willing to take it into court if it is the only way to get my car in good shape again. Excuse me for my poor English. I have tried to make myself as clear as possible. Moreover, I have created a website were you can see some pictures of my car (http://www.geocities.com/gtibaviera/fotos.html), and I truly believe those pictures talk by themselves.
Sincerely, |
