Hi all,
Again apologies for the late reply but it's been a bloody turgid affair to get to the point where I had my car returned to me today. Sounds like great news (which it is.) but...
So, I submitted the independent report requesting a courtesy car and the Dealership promptly replied - 'We reject its findings and don't agree with it'. They were still of the opinion that the only way the damage could have been caused was by 'user error' despite how clear the report had been - that came directly from the Workshop manager at the dealership. They rejected the reports findings that this fault was present at the 'point of sale' outright.
At this point my family were trying to coax me down from the ceiling by offering me various sedating medications and a G&T to calm me down. In all seriousness I was pretty despondent to be honest.
Anyway, I tried something I've never done before and got the e mail of the CEO of the particular Dealership I was dealing with and e mailed them directly and explained the situation. To their credit his Executive Assistant phoned me within 5 minutes and was brilliant. She assured me that she would contact the Branch Manager and that they would be in contact with me within the hour.
The Branch Manager did indeed contact me within the hour and clearly had been 'briefed' as he was almost too nice. He apologised and said that he was unaware of the issue at his branch and this was the first time he'd been made aware of the situation - that in itself was a pretty big warning sign for me. Although I'm a Paramedic I manage a big team and I NEVER like surprises, so I'd definitely want to know why there was this issue brewing that my team had not briefed me on.
Anyway, he then informed me that although the dealership Head mechanic disagreed with the report, as a gesture of goodwill they would complete the repair under warranty, refund the cost of the independent inspection and provide me with a courtesy car. Great news.
It took another 4 days to get the courtesy car, I still haven't had the request for my bank details to make the payment for the inspection and when I spoke to the Service manager again (4 days later) he was still saying that the Head mechanic didn't believe the report.
Thanks to another forum member he PM'd me with some very useful information which I'll paste below:
"HI,
Just seen your post about clutch issue with the Kamiq, did you get it sorted in the end? Depending on what gearbox you have fitted and the date the vehicle was made this may help, The Information is from a Skoda tech webinar from September 2020. hope it helps,
Vehicle specification Model: Octavia III, Scala, Karoq, Kamiq, Fabia III Engine: 1,0 TSI (EA 211) in combination with the manual gearbox MQ200 Complaint/Fault symptom Clutch slips, smell of burning from the clutch area After having been removed, the clutch is found to be burnt or degraded/fallen apart
Technical background/Cause Due to anticorrosion protection applied to the flywheel and the clutch, the friction value increase is much more slowly. This may lead to premature clutch failures. Despite optimizing measures (plate lining of the clutch S308, the diaphragm spring of the pressure plate with temperature stability and decreased rpm in the transport mode), the premature heat overload of the clutch still sporadically occurs. The clutch failures occur in the range from 10 km to several thousands km depending on how the vehicle is operated. Measure/Production change Parts without Anticorit have been fitted to the vehicles since CW 20/2019 (except for Fabia III, where the measure has not been implemented yet).
After I sent this, would you believe it the Service manager contacted me and said that the engine mentioned in the above report corresponded to the one I had in my Kamiq and the damage, was, after all, caused by this manufacturers fault - he then asked me where I got the information from. It took every inch of my willpower not to chuffing explode. However, I dug deep, confirmed everything was being repaired and replaced and that it would be ready the next day.
So, on Weds 16th June I went to collect the Kamiq from the dealership and brought it home. It drove perfectly. That is until I got to a set of traffic lights and had to stop to suddenly realise that when the engine was in idle there was a profound vibration coming through the steering wheel and the seat. I genuinely thought for a second that I was going nuts. I continue the drive as I'm nearly home, stop the car and ask my wife to get in and start the Kamiq up. Hey presto about a minute later she says WTF is that vibration and judder? Thank you Lord - it wasn't just me.
I get straight on the phone to the Service manager who if I'm being completely honest did everything he possibly could (bar calling me nuts) to convince me that it would settle down. I point blank refused to accept that and asked him to read out to me the road test result and quality control report after the fix to the gearbox and clutch before the Kamiq was released back to me. Conveniently, he didn't have access to them. So, he arranged for a courtesy car to be delivered to my home address the next day and he would take away the Kamiq to get it looked at. 2 days later I hadn't heard anything (there's a pattern here....) so I called him and he confirmed that a high pressure pump had failed which was causing the juddering. They'd ordered the part and would have it fixed by today and get the car returned to me - which they did.
After all the grief I'd gone though with this dealership they didn't even road test the bloody thing before they returned it to me?! As I keep saying I'm not a mechanic but this has to be a quality control issue surely?
Time after time on these forums people talk about shoddy technicians and poor customer service. The car is back and well, it's different. It drives perfectly well, there is no judder but the old car just purred when it was in idle - it's a 1 litre petrol engine after all. Now, it's just that bit noisier and louder on acceleration. Is it something I can send back? No, but it's not the same. I hoping some of you will be able to reassure me that it'll settle down.
Well, they still haven't asked for my bank details so they can refund me the cost of the inspection and despite 2 requests they haven't sent me a single copy of a list of the actual works carried out which my lease company are, not unreasonably, wanting. The bloody car didn't even come back with a valet!??!? Yes, a cursory sponge was put on the outside but the inside was filthy. If I was the service manager I would have had it come back looking like it had stepped off of the production line.
So, there you have it. I will write back to the CEO and give them my experience. It won't be in the format of a complaint but it will be from the perspective of a very patient and reasonable service user that was treated like crap from day one, took the intervention of the CEO's office to intervene and even then they continued to **** it up.
One last piece of advice please - it still stinks of a burnt clutch from the outside. It's fine when I get in the car but from the outside it still smells. Is that normal for a replacement clutch or just a hangover from the original smell when the thing was knackered.
Lastly - thank you. Thank you to all of you that have taken the time to post and send me advice and encouragement. It's the internet at its best and I'm very appreciative of you all.
Best
BC