Hybrid System Failure

[HazzardSky]

Hello!

I've had my e-Golf for more than a month now and have been loving it. Unfortunately today I got an electrical error message. The car recommended pulling over asap, but did not stop on its own, so I carefully drove it to the dealership (which luckily was only a few miles from where I was at the time.)

According to the car-net health report, it is a failure of the Hybrid System, and the car should not be driven until it is resolved. Has anyone else encountered this issue? If so, what all was involved in fixing it? The dealership said the whole area only has one e-Golf technician, so it will likely be a few days to a week before it can even be looked at, much less fixed.

I'm a bit concerned at this point. I rely on the car to commute to work, and to have an electrical problem with an electric car at only 1500 miles is worrisome. I'm assuming I don't have any way in the lease to get out of it without paying a stupid amount of money, otherwise I would probably be seriously considering it. I love the e-Golf, but i'm questioning my decision to go with a first generation vehicle. =/

 

[miimura]

Sorry you had this problem. There are other threads here about this kind of issue.

First, insist on a loaner vehicle from the dealer since VW America will pick up the bill. You will have to pay for the gas though. Make sure to call VW Customer Service and open a case with them. They will coordinate with the dealership to get it resolved. If you're polite with the VW rep, they can arrange monetary compensation for the inconvenience. I didn't have this problem with my car, but when my car was in for service I still felt that the VW Customer Service Rep communicated with me better and was much more informed about the e-Golf than anyone at my dealership.

Good Luck.

 

[HazzardSky]

I appreciate the advice. The dealership did try and get me in to a loaner car, but their loaners were all out, and when they tried to set me up with enterprise for a rental, they wanted a pretty high credit card hold (which I have a very low limit on my credit card). I do have a spare car, so I am using that for now.

I did open up a case with VW, and at the end of the conversation they acknowledged and shared my concerns, and escalated it up to a regional care representative to follow up with me and the dealership directly. They were very vague about any kind of resolution, or compensation (not that I was asking for it yet) until they have diagnosed the car. Overall i'd say VW is handling it pretty well, but it is still an uncomfortable situation for a car 45 days off the lot.

Hopefully I will find out more next week when they get the e-golf technician out to look at it.

 

[GadgetGav]

Was it the dealership where you'd bought the car? It was my understanding that every dealer who is selling the e-Golf had to send two sales and two technical staff to training. That's the situation where I got mine, although I think one of the technical guys was a supervisor who probably doesn't get his hands dirty too often. They've also been good about getting me a loaner if my car has to go in too, so it seems like your dealer is not up to the standards they're supposed to uphold.

The 'hybrid system' fault doesn't make a lot of sense either... there's no hybrid in the car. I guess they're re-using code from other models.

All in all, I hope you get it fixed soon..!

 

[GetOffYourGas]

The 'hybrid system' fault doesn't make a lot of sense either... there's no hybrid in the car. I guess they're re-using code from other models.

Yeah, this looks weird to me too. Doesn't the eGolf have a hybrid heater, though? A combination of a heat pump and a resistance heater? Is that actually what failed? Or were they just being lazy in reusing the code?

 

[HazzardSky]

As an update, it has been two week without the car.

Turns out there were two separate issues. First was with the high voltage battery charging the 12v properly, which they fixed with an update. Then when they tested it, they found that the entire charging system was faulty and needed to be replaced. Parts needed to be ordered, and they did arrive today i'm told, but they still want a few days to install and test.

I've been working with a case manager from VW directly, has been looking in to either terminating the lease, or at least getting a new vehicle since i'm not entirely comfortable with it having major issues like this so soon. While she seemed to be on board with that idea early on, the conversation have now turned to "I hope you are satisfied with the repairs" With no mention of any alternative solutions or even some kind of compensation for the past two weeks. I've been very calm and professional during the process, but the disappointment is slowly giving way to irritation now that we enter the third week. My rep is out for the rest of the week for the holiday, so I should have another follow-up on Tuesday.

 

[miimura]

Most likely, once it became clear that they would be able to get parts and complete the repair with less than 30 days in the shop, the higher-ups at VW took the options of vehicle replacement or buyback off the table.

 

[HazzardSky]

Just wanted to give an update:

We are in to the fourth and final week of the car being in the shop. At this time it still has not been repaired. My VW rep had some difficulties getting the dealership to return her calls, but I did finally get an update on Friday. It turns out they needed a special tool to complete the repair, and are having difficulty obtaining it. They said it they finally have an expected delivery date of Thursday this week, which is day 29 of 30 for the car.

I did politely ask the VW rep about Maryland's lemon law, and asked again about options. She did tell me that the person who would be able to make decisions about replacing or returning the vehicle is aware, and is taking this in to consideration.

One way or another, this should be over with soon.

 

[Jlo]

Sounds like your chance to get a 2016 model bud!

I'm fairly certain they'll oblige...better a satisfied "after issues resolved customer" than an unsatisfied one...besides, you'll keep on paying into VW - word of mouth pays/costs big time with newer models...they also don't want to take a car as a "lemon" as I believe they have to file it to the NHTSA

 

[HazzardSky]

And so it continues.

I received a call from the dealership (only the second call they have ever made to me since this started), stating they have the tools and hope to have it finished in another few days.

At this point i'm beyond the 30-day mark. I called the VW case manager this morning and requested a call back to discuss a resolution. I have to forms mostly filled out to submit the case to the state as a lemon, and even spoke to a lawyer briefly (a friend of my father) just to see what my next steps are. If VW refuses to resolve this today, I submit the forms to the state, and send another letter to VW, which gives them 14 days to replace or rebuy the car (its my choice, and they have lost my business at this point, so I will request they repurchase it). If they do not resolve that within 14 days, then we go to court.

I will give VW one last chance to resolve this, otherwise I go forward with the legal claim with the state. I really really do not want to do this, so i'm hoping they wake up and can finally talk about ending this. I've been very polite and patient through this whole process, but it has gotten me nowhere. They have not even offered to take care of the lease payments Ive had to make. VW Credit has actually been supportive, waiving fees for late payments and such while I try and get VW to take some responsibility, but I've had to make payments now to avoid damage to my credit.

When I started this journey I was excited, more than I ever have been with a car before. Now I just cant wait to be rid of VW. For someone that has had VW cars in the family for generations, that hurts.

 

[vetaldj]

Any updates on this?

 

[HazzardSky]

Any updates on this?

Well, letter has been sent, and they should have received it by now. That gives them 14 days to figure it out and make something happen before the state lawyers step in. I filled out all of the forms for the state and have copies of the relevant documentation mailed out to them as well.

In speaking with my VW rep, she let me know that in order for her or the "field representative" involved with the case can make a decision about what the resolution will be, the car needs to actually be fixed. Of course, as of a few minutes ago, they are advising Monday at the earliest for all of the testing to complete, though they claim the physical repair itself is done.

I did mention to the rep that Monday holds some significance, as it will mean the dealership has had possession of the car longer than I did. I made a joke about them keeping it if they liked it that much, and it was met with an uncomfortable laugh. Oh well.

I'll keep posting updates as they come available.

Cheers

 

[JoulesThief]

Do we have an update on this? Since the TDI obNOXious scandle, VW should be bending over backwards to make you whole on this fiasco. Sorry it's been such a PIA for you.

If it was a buy back, please post up your VIN number for us. VW will probably have you sign a non disclosure agreement for settlement.

 

[HazzardSky]

Well, I thought it was all over, but now it gets even more crazy.

I had stopped by the dealer yesterday to get copies of the work order for the car for the state's records. She asked me to clarify why the state needed copies, so I did tell her that it was for the district attorney's office, regarding the car being a lemon. She seemed a bit surprised, and told me that they had already "agreed to buy back the car". It turns out the service advisor that had been in contact with me previously was on vacation, so this decision had not been communicated yet. She explained that a tech directly from VW corporate (not the dealership) had been sent out to look at it, and determined it would be best to buy it back. She did ask me if I wanted another e-golf, or a different model. I let her know that I had instructed VW to buy back the car rather than replace. We briefly talked about how I had bought another car (I used my state tax credit to buy a used jeep for when the e-golf range wouldn't cut it) and that I planned on just using that until I was ready to buy a new car, as this whole experience has turned me off of the e-golf, and TDIs are no longer an option. She said she did not have all of the details for the buyback, but would have the VW rep call me directly the next day to discuss what needs to be done for the buyback, and have my normal service rep follow up as well. She gave me her card, and it turns out she was the service manager.

Well, it's the next day. My service rep did follow up, and said that the VW tech was coming in later in the day, and would look at getting me out of the car, as well as to continue looking at fixing it. He mentioned finding out what was wrong was more of a thing for them, and that getting the car bought back was the end goal, though he was much more non-committal than the service manager had been the previous day. He said they would follow up with updates.

Not long ago, I got my normal followup from VW customer care, who informed me that they are still fixing the car, and no offer has been made to buy back the car. She did confirm that a rep from VW was out trying to fix the car, but that this was 100% to fix it, and that at this time buy back the car was not on the table. I explained my conversation from the previous day with the service manager, and she did not have an answer as to why I would have been told that, when to her knowledge, it was not the case. She did admit she might not have gotten word of it yet, but said it was unlikely, as she is the one in charge of the case, and the she has been in contact with both the rep at the dealership, as well as the person above customer care who is watching over the case. She is going to reach out and get back to me tomorrow with updates.

Of course, I never heard from the VW rep/tech directly as I was promised.


At this point i'm pretty furious. With only 3 more days until the state lawyers step in, I had thought VW had finally gotten their act together. Turns out I was wrong. I'll be back at the dealership first thing in the morning.

 

[JoulesThief]

I'd ask VW dealership and Customer Service how VW expects to become number 1 when they don't train service personnel, and can't service what they sell under warranty work. Seems like the power of German Engineering has overwhelmed the level of service technicians are able to carry out, and that VW is better at lube and oil changes as well as a few filters, as "service" they are capable of, probably because they are cheap and refuse to pay for talented, skilled labor. VW's aren't cheap, the buyers have to make a pretty penny to get into a VW, and as a result, expect and deserve more, especially with what their service rates are nowadays. The technician that did a flush on my passat TDI was going to use tap water to refill, when the manual specifies only distilled water in the coolant system. Pisses me off, to no end, the corners cut, and shoddy work performed.

 

[jmmurphy26]

20 days later and...

Really feel terrible for the experience you've had. This is my first VW and your story is exactly what i was scared of.

Good luck!

 

[HazzardSky]

More than 90 days after this all started, the car is still not fixed. So far they have done two whole charging kits, a lot of software adaptation, and another "kit" that they mentioned in a voicemail but did not say exactly what it was. It also blew out a tire while being test driven by the dealer, requiring a whole new tire. No charge to me of course, but still...

Working with VW has been an absolute nightmare. When I confirmed they had received my letter, they escalated me to a retentions and resolution specialist, who was awful. Their first offer was to replace the car with another 2015 egolf, certified, not new, and no compensation at all. Of course that did not sit well with me, but it took almost 2 weeks to get a reasonable offer, and even then I ended up at a loss in the end. It didn't help that this resolutions rep took days to return my calls, ignored email almost entirely, and overall was not interested in helping me.

Ultimately at this point I have a signed agreement that they are repurchasing the car, and reimbursing me for the lease payments i've made so far. That is the bare minimum required by the lemon law here, but considering the effort it took to get even that, I'm cutting my losses and just resolving to never buy a VW again, despite being a very loyal owner prior to this. I have an appointment this week to hand over the spare key and pick up the reimbursement check, so the end is near.

In the end, I went the opposite direction, and am now very happily driving my new Jeep Cherokee.


I wish the best to everyone here, and I truly hope nobody ever has to go through the mess I did. I'm just relieved it is finally over and I have a vehicle that works.

 

[JoulesThief]

I would start a web page called my ego lemon and post it up and have people that have problems with 3 Golf post up on your website they'll get Volkswagen attention quickly but do so before you approach your attorney now that is 30 days and their dragon and Volkswagen is dragging their feet