Okay, so I have just checked, this vehicle had the EA189 @ 130k in July 2017 with the last owner. I have just had a ding dong with Skoda Customer Service as they say my now 191k vehicle does not fit their TRUST BUILDING MEASUE criteria as defined on their website. As I understand it, from the Skoda website, the criteria is in (bold)....

 

3. To whom does the Trust Building Measure apply? 

The Trust Building Measure will be offered to all ŠKODA customers whose vehicles are fitted with an EA189 type diesel engine and who have their vehicle updated as part of the technical measures in the context of the EA189 Service Action. It applies only to vehicles with mileage of under 160,000 miles at the time the Trust Building Measure is implemented. To be eligible, customers must present proof that all manufacturer-recommended service and maintenance work has been completed (i.e. this applies to vehicles with a full service history). 

The Trust Building Measure also extends to all customers whose eligible vehicles have already received the technical measure, from the date they received it (provided that all other requirements for the Trust Building Measure are met). The Trust Building Measure is linked to the vehicle identification number and would extend to a new owner if the vehicle is sold within the 24-month period covered by the application criteria.

 

 

 

So, AT THE TIME THE TRUST BUILDING MEASURE WAS IMPLEMENTED JULY 2017, the vehicle was at 130k, as recorded at Skoda. It was under the 160k defined above......right?

 

They are trying to say that as it is now 191k, it is out of their warranty. It's 22 months right now, and the vehicle was under their 160k threshold at the time the TBM was implemented. It's on their website.

 

How do you read it? I say the criteria was fulfilled. They agree, but now say its too high milage, but where does it say that?

The car had the emissions fix at 130k, not the trust building measure...

 

The trust building measure is to cover issues from the emissions fix that occur within 2 years assuming the total vehicle milage is under 160k. Given your current milage, it's no longer applicable.

 

Sorry...

12 minutes ago, langers2k said:

The car had the emissions fix at 130k, not the trust building measure...

 

The trust building measure is to cover issues from the emissions fix that occur within 2 years assuming the total vehicle milage is under 160k. Given your current milage, it's no longer applicable.

 

Sorry...

 

Okay, so I get that as you describe it, but I've now spoken to 4 Skoda customer advice advisors, who have all confirmed in recorded calls, that the TBM was implemented in July 2017. 4 of them have said this to me. Therefore, 4 Skoda customer service advisors have given me wrong information on 4 occasions. This is why I am frustrated, because from what Skoda are telling me, my vehicle fits their requirement. I know how they intended it now, but thats not what they've said.......... and as a customer, I have to take their word....

 

I know I'm being pedantic, but as a customer on my 4th Skoda, this is not building any trust having 4 agents basically not having a bloody clue and frustrating a customer to this extent with wrong information. I get what it says now, but they have clearly told me, albeit wrongly, 4 times now, that TBM was implemented. They have caused me stress, and lost time. And now I want them to fix my car as an apology, and to retain my lifelong dedication to VAG products 

 

 

It wont be a VAG next time at this rate, and I'm due a new one this year.

I completely agree that some service advisers haven't got a clue, from what I gather it's not unusual for most marques.

 

It's slightly clearer from the first paragraph of the Skoda webpage:

Quote

EA189 Service Action - Trust Building Measure

1. What is ŠKODA’s Trust Building Measure?

With the Trust Building Measure, ŠKODA is informing its customers that it would consider any complaints that are established to have arisen as a result of the implementation of the technical measure on vehicles affected by the EA189 Service Action and that relate to certain parts of the engine and exhaust treatment system.

 

The Trust Building Measure applies for a period of 24 months from when the vehicle receives the technical measure and only to vehicles with mileage of under 160,000 miles at the time the Trust Building Measure is implemented (whichever comes earlier).

 

The wording confirms that the car would have had the 'EA189 Service Action' and the 'Trust Building Measure' is only to cover issues that arise from it. There a change that something on the car was fixed under the TBM back in July 2017 which might be causing the advisers some confusion. Unfortunately it doesn't help you now unless it's the same issue and is due to a faulty part rather than wear and tear.

 

Do you know what problem you're actually facing?

@langers2k As it happens, I have posted a thread this morning  

 

 

 

My argument now is that I have been fed wrong information 4 times by their agents, and have now had to put in a GDPR request to obtain the proof, so I can expose the fact they have caused me a few hours of stress, and led me to believe, that my vehicle did fit the criteria!! I clearly asked all 4 off them when the TBM was implemented on my vehicle. In knowing was not now clearly, but the customer can only go from what multiple angst tell them. It's their fault. They owe me for this.... 

Customer services got it wrong, but quickly corrected their position.

 

You're probably looking at a £10 Marks & Spencer voucher, as opposed to a £1,000 EGR valve.

@sapf0

@langers2k touched on this earlier in the thread: it's possible the car developed a fault very soon after the update was applied and the previous owner took advantage of the Trust Building Measure to have this fixed. So Skoda may be right in saying the TBM was applied back then. If you have the service history this should be recorded there.

 

In any case, your vehicle's mileage is outside the limit for the TBM to apply now, even though it's within the two year time limit, so no matter what happened in July 2017 you're not entitled to anything further under the terms of the TBM.

 

If I were you, I'd swallow my pride at this point and see if you can get some goodwill towards the repair cost from Skoda.

Edited 1 May, 20197 yr by chimaera

They told me 4 times incorrectly, that TBM was the EA189 fix.

I doubt they said the TBM was having the fix done. The TBM was to encourage people to get it done in the first place - let us do thus and we will offer a 2yr warranty, once you milage is less than 160k.

 

Honestly it sounds like you misinterpreted what you were told by the  CC  reps, and aiming for a little good will towards the current issue, which may or may not be "Fix" related is all you could hope for. I wouldnt hold my breathe though.. 

Other option - FOI request access to all 4 recordings and listen to them again with your new understanding. It might help your case for goodwill if its clear that you were misled due to misunderstanding the situation..

Opinions of the wording can only be decided without doubt  via the courts.

1 hour ago, mac11irl said:

I doubt they said the TBM was having the fix done. The TBM was to encourage people to get it done in the first place - let us do thus and we will offer a 2yr warranty, once you milage is less than 160k.

 

Honestly it sounds like you misinterpreted what you were told by the  CC  reps, and aiming for a little good will towards the current issue, which may or may not be "Fix" related is all you could hope for. I wouldnt hold my breathe though.. 

Other option - FOI request access to all 4 recordings and listen to them again with your new understanding. It might help your case for goodwill if its clear that you were misled due to misunderstanding the situation..

 

Initially I miss understood TBM, so sought clarification. I asked 4 separate reps about TBM, and repeatedly asked them when this was initiated. By caller 2 I think it was, I had been informed here, so walked them into the trap. I clearly asked them when was TBM initiated on my vehicle. They all clearly said July 2017.

 

I’ve requested the calls. They 100% did not have a clue what they were taking about. They clearly miss informed me, hence I was arguing that based on what they were telling me, which was that my car was under 160k when TBM was implemented in July 2017 (their words, 4 of them!), my car should be covered. 

The update is officially known in VAG-land as the Technical Measure, abbreviated as TM. It's just possible they misheard you on the phone.

The details of the TBM are clear on the website: your car doesn't qualify at this point because of its mileage. The TBM is a commitment to replace certain items within a specified time and mileage window following implementation of the Technical Measure (the software update). It's not 'implemented' in the way you are trying to claim. It comes into play if you have a failure of one of the items on the list within 2 years provided the mileage at the time you are making the claim is under 160000 miles: that clock starts ticking once the software update is done.

 

If you want the finer detail on the TBM, you can purchase the technical bulletin (Technical Product Information Transaction No.: 2048023) that was sent to dealers to brief them on it from erWin (I linked it on your other thread). It lays out exactly what it is and how it applies. Irrespective of what a CSR on the phone has said to you, this document is what Skoda will come back to and it's quite plain on the details of what is available. I'll quote the salient bit here:

Quote

Prerequisites for this individual customer goodwill on those 15 Service-ID-Numbers are:
• Max. mileage 160.000 miles / 257.500 km of the car at the time the individual goodwill is
implemented
• Service inspections conducted according to manufacturer guidelines
In case of incomplete service history, the goodwill can be provided in the full extent if no causal
connection can be established between the customer’s complaint and the missing inspection. The
ŠKODA service Partner has to check the possible connection. In case of doubts, the ŠKODA
service partner can consult the case with the importer.
• Vehicle has not undergone non-standard modifications
• Within 24 months after the technical measure was implemented 23R6

 

At this point, trying to fight Skoda on this is akin to shooting yourself in the foot. They are under no obligation to help you here at all, and will quite happily walk away from you. A more conciliatory approach might net you a goodwill contribution towards the repair cost, especially if you've been a long standing customer.

I think you are miss understanding me. I eventually understood their policy, but their agents clearly did not. This led to a battle based on their lack of knowledge. They did not miss-hear me. I was very clear, and ensured they confirmed what they were telling me. They got it wrong. The car does not qualify I agree, but due to their lack of knowledge of when the TBM is  in fact implemented, and based on what 4 Skoda   told me, my car did meet their criteria.... 

 

 

It’s like finding the wrong price online, and the company having to honour that. Nothing to lose really have I?

No, I understand where you're coming from but I don't think you'll get far fighting Skoda on a misunderstanding with a CSR on the phone. Let that go and focus on positive things that will encourage Skoda to offer some goodwill. You catch more flies with honey, etc.

4 CSR reps

6 hours ago, chimaera said:

No, I understand where you're coming from but I don't think you'll get far fighting Skoda on a misunderstanding with a CSR on the phone. Let that go and focus on positive things that will encourage Skoda to offer some goodwill. You catch more flies with honey, etc.

 

Just had CSR #5, the 'manager' call me. This idiot also told me the TBM was implemented in July 2017, when my vehicle was 131k. The TBM on their website says  It applies only to vehicles with mileage of under 160,000 miles at the time the Trust Building Measure is implemented. 

 

Therefore based on what he also told me, it fits. I've decided I don't want any goodwill, they can shove it up their pipe!! I am unhappy with the idiots in CS not having a clue.