I'm sure there are many positive experiences out there when Customer Care stepped in and helped with some out-of-warranty repair - but NOT in my case. I am disappointed in their lack of seeing the big picture. I had BOTH radiator cooling fans go out.. one I might understand, but BOTH!!.. something is wrong there (Oh,this is a 2000 Jetta VR6) - called them after the dealer wanted >$1000 for replacement. No help. I ordered the fans (about $200) and replaced myself.. Just recently, when the window regulators when (front window falls into the door), while it was being fixes, the dealer noted the Break Light switch was faulty and should be replaced.. for about $95. This has to be a 10 min job max for them.. While at the dealer they pulled all records and noticed the switch was replaced just over a year ago.. 'already replaced once?'... is there something wrong with this switch?... the dealer could not replace for free.. called Customer Care again, "nope, no help".. here's the big picture... I could understand 1 fan going out.. but not both. I can understand 1 break light switch being replaced, but not a 2nd one. For the cost of a $9 part (break light switch) it's cost VW ANY NEW business from me.. I will not buy another VW based on this. I like the cars, but if VW is not going to stand behind the cars a little better, no more business from me.
I really believe now that service centers make up 1/2 the profit of a dealership (sorry Woodchuck).. and I'd argue that this should not be the case. Build in Quality, don't stick it to us on the repairs.
So, what other consumer product does this? I don't know.. I only know if VW would have replaced the break light switch, I'd of walked away with a positive impression, not a negative one.
sc