Volkswagen Malaysia's response to my love letter.

I'VE GOT MY KEY BACK! YAY!

Anyway, I feel that I should update the situation so as not to create any misunderstanding and also give due credit to those who really helped me out.

After submitting my complain to VGM, the following took place:

1) 7 months of waiting, shortened to 7 days for action ;)

2) Because of my dear and very helpful friends, my 'letter' was lucky enough to get the attention of some obviously very high post people and this matter was immediately looked upon. Shortly after that, FA Wagen called me and told me the key is ready and I can send my car in for reconfiguration.

3) The manager called me for a detailed explanation of the situation as he had to write a report to VGM regarding this matter. I told him what I could remember and specifically told him not to zero in on anyone because I spoke to a few people and unfortunately could only remember one person's name. My hint was: NO scapegoating please.

4) I sent in my car this morning for the reconfiguration and the After-sales Manager was extremely helpful and hospitable in making sure my car and I were all right. But of course, many of you would think it's only reasonable for him to do that. They gave me a whole bunch of merchandizes which I declined because seriously... there's really no need for that, I just wanted my key. But I thought the keychain was cool ;)

5) They also checked my car for a specific engine noise (which I told them about) and they even changed the parts for me since it's still under warranty.

6) They gave me a 45,000km free service (yippie! But like I said, ABT kit would have been nice ;))

7) They gave me a discount on labour charges and the new key. They even topped up petrol for me!

8) They were very very very apologetic and even hinted that someone may get laid off due to this incident because VGM takes this sort of matter very seriously. I expressed my concern because like I said, I am not here to create a scapegoat situation which is always the easy way out for the management (if you haven't heard enough, I just want my friggin' key! Not someone's job!!).

9) I felt really bad because although as much as I wanted my key, I didn't think it should cost someone his or her job. So I called VGM again and requested to speak to the Director of Service (apparently it was his call). Instead, I spoke to the Customer Care Officer who replied my complain earlier to clarify the situation as according to her, he has stepped out (yea right! I bet he's sitting nicely in his swanky room! He he he, we've all been in that situation before! :P). But anyway, she was helpful and assured me that only a warning letter was issued and there was no laying off of anyone. So I called FA Wagen back and told them that they don't have to worry about it. Unless, of course, she bluffed me.

And everyone lives happily ever after.

If you ask me, I think there are some fundamental problems with this situation. I think VGM is teething (and it's common for any automakers who are growing leaps and bounds in this country) and service or after-sales is definitely one of the most challenging aspects of a growing business. I think what was missing was a standard operating procedure for after-sales. I'm just guessing that no one has ever filed a missing key and no one really knew what to do with this kind of situation. Hence, they're giving different answers, with no one to follow up on the case. And even in terms of the SOP for a proper complain - if the customer service did not give me an auto-reply of OUT-OF-OFFICE, I would have waited for someone to come back to me (I mean, I waited 7 months right?). But because it was so! Yes, they finally pushed the right button and I decided to get connected in my own way :) And boy, did it work. Of course, under normal circumstances, it shouldn't be that way. Volkswagen's network should solve my problem, not my OWN social network.

But anyway, I'm back to being a happy customer :) Thank you FA Wagen for rectifying the wheezing sound. And when I drove back just now, my GTI never felt newer. If they caught my hint, they would definitely invite me to test drive the new Golf R when it arrives ;)

And thanks you peoples :) For spreading the message :) Appreciate that.

xox

A love letter to Volkswagen Malaysia.

Hi there,

How are you? I’d like to express my displeasure on Volkswagen. I currently drive a Golf GTI with the above stated number plate and last December, I lost one of my two car keys. Of which, I reported to FA Wagen and told them to immediately disable one of the keys and order a new one. They did disable the key, so my car is now running on safe mode (of which I’m sure you know, it means I can’t access the MID) until I have the new spare key. It’s now July and I STILL HAVEN’T GOTTEN my key. Should I run on safe mode for the rest of my life?

Sorry.

Anyway, every 2 months, I’ve been calling the dealer. And every time I get appeased because on the phone, they are really helpful. So I told myself to be patient because I know how difficult it is to deal with anal customers and I don’t want to be one. But every 2 months since DECEMBER!? First time, they told me system is down. Second time they told me system in GERMANY is down (are you kidding me?). Third time they told me, no stock. Now, today I called again and they told me system is down again and they cannot check whether they ordered the key in the first place. Seriously, are you so freaking kidding me? Patience also got limit? No? Not for you?

Please do not be biased and take my side just because I’m an angry customer ranting. But do put yourself in my shoes. If this was the government handling your important documents, would you still have the same patience as me? Actually, on the contrary it is quite expected for them to do so… perhaps I would have been more forgiving. But this is Volkswagen? I paid good money for a good product and I assumed GOOD SERVICE. I’m sorry, I don’t need you guys to kiss the ground I walked on and I am not, or at least I think I am not, one of those customers who have a little bit more pocket money and expect service providers to worship my dust. But seriously… 7 months? And NEVER once I raised my voice to your SAs. But seriously, 7 months? I worked hard for my money and admittedly, I don’t have much. I used my entire life savings to buy this car, therefore my GTI is very precious to me. So I beg of you. I will worship the ground that you walk on if you can get a key for me. Can you please look into this matter?

I don’t really care so much for apologies or a red carpet rolled out if from this incident, I’m invited to grace the grounds of your HQ, right up to your MD’s room. I just want my key. That’s all.

I just want my key. And I want my car to be serviced in the way it should be so that it is in its ever tip top condition so that I can always enjoy the driving experience the GTI is built to offer. That’s all. I just want my key. For freak sake, I’m not even asking it to be FREE! I will pay for it! I just want my key. And if you haven’t have enough of this, I just want my key. Again. Thanks.

Please try to be nice to FA Wagen should you wish to speak to their representative(s) who sounded helpful on the phone (and obviously, wasn’t). Because I don’t want my car to be blacklisted the next time I service it. I wanna be friends and this is a friendly email. Thank you.

I really look forward to hearing from you. And in case, this email doesn’t reach you directly. I’m sharing it on a couple of social sites, hoping that your PR team will somehow pick it up, somewhere via one of your sophisticated social media tracking tools. A lot of people love VW and it’s a growing brand, so don’t worry. One little email like this, I personally feel will do your brand no detrimental harm. Well, if it did, I apologise. But please do understand that I just wanna get connected to you. To have my key. That’s all.

My number is 012-(blipped out for obvious reasons). Call me?

Thank you once again and have a good day.

Cheers,

Sue.

Alert! Golf GTi Mk5 08 and 09 version - DSG gear box problem!

Hello fellow GTi owners,

A distant friend shared some news today. Apparently there is a problem with the GTi's DSG gearbox ratio from upshift 1-3 and vice versa. Before learning about this, I've experienced slight 'jerks' on auto mode from stationary to initial pick up and at low speed. I've thought it weird before but never gave too much thought to it. But after hearing from my friend's friend and confirming it with the dealer who also advised me to send the vehicle back for check, yes I do think it is not normal for the DSG to react this way. When it's on manual mode, it doesn't have any problem at all since the gear shifts are done manually. I'm just guessing there's a problem with the gear ratio that's causing the jerks. Hmm.

Anyway, do send your precious for check up and change if it's still under warranty. Otherwise, you burn a RM5,000 hole in your pocket. Ouch.

By the way, for VW vehicles manufactured in 08 onwards, the warranty period can now be extended for an additional 3 years, bringing it to a total of 5. All you have to do is to send your vehicle for inspection which will cause you approximately RM300-400 and the additional warranty is RM2910. It's highly recommended that you do so because it'll definitely affect your after-sales value, as well as safe guarding yourself from 'manufacturer's fault' as per the current DSG issue.

I'm surprised that VGM did not issue any statement nor notice to the owners. Do they even know? Hmm. A friend told me by chance and I immediately alerted another fellow owner and I'm sure he's posting the notice somewhere since he's apt in digital business. I've had a first-hand experience on the 'receiving end' recently and trust me, when shit happens like that, it's no fun being at either end. I guess it will help if everyone is just more careful, helpful and respectful of one another.

So. Wait no further! Visit your service centre immediately if you love your GTi!

Know your GTi: Electronic immobilizer.

While for some vehicles, you need to install an additional immobilizer to prevent break-ins and thefts, the Golf GTi mk5 comes with a built-in electronic one. There is a chip in the ignition key which automatically deactivates the immobilizer when inserted into the ignition lock. Vice versa, when removed, it is activated automatically.

Therefore the engine can only be started using a genuine VW key with the correct code. Any unauthorized keys used, the display in the combi-instrument will show 'SAFE' or 'Immobilizer active!'. And the vehicle can then not be used.

So, don't worry so much about thefts. I think what you should worry more is just vandalism. There are a lot of blind cows whose vehicle does not have a 'stopper' and will slam straight into yours when parked next to your car. Or the usual, smashing of windows for burglary. My advise is, park where vehicles are supposed to be parked. And park somewhere bright. And make friends with the security guard so that he keeps an eye out for you ;)

Automotive: Video of the man-defying lightning speed shift of DSG ;)

AWESOME.

But I do agree, at high-speed straight and mid-speed (approximately 80 to 100km/h) at sharp corners the GTi sticks perfectly well. But anything over 100km/h at corners, this front-wheel drive car tends to understeer a little even with the traction control switched on. Although it's just a little but if you push it somemore, you'll start skidding (so please don't do that until you change the stock tyres then maybe it helps grip a little better). But high-speed and super-high-speed on straight and this thing flies man! FLIES. The DSG is super responsive and extremely quick, stretching beyond the red line with a perfect upshift each time. I'm thinking of 'improving' the understeer a little so that it performs better at curves. Any suggestion?


Can't wait to try launching the car in S-mode without traction control ;)

Know your GTi: Comes with its own bottle opener?

I've got the car for 6 months now and I've been reading the manual from cover to cover. And, to my surprise I realized that the Mk 5 should come with a bottle opener. I'm only guessing that it looks like the above. Why am I guessing, you say? Because it's not in my car (!!!).

Itulah akibatnya membeli kereta dari dealer-dealer yang bogus (that's the consequences of purchasing from bogus dealers). Which in my case is VW Cars, which at that point was still one of the authorized dealers of VW Group Malaysia (not anymore now). Well, I'm definitely writing a love letter to VGM cause... the bottle opener looks kinda nice and I want it back. As with many other manufacturers, these kind of complains usually get sweep under the carpet and they push the blame to one another. Well, let see what happens this time. Cause I really want my bottle opener (!!!).

Know your GTi: Fuel consumption.

Obviously Ron 95 is out of the question.

So that leaves us with VPower and Ron 97.

A full 55l tank of VPower gives me about 560km on very careful driving (no hard acceleration, most of the time nothing over 100km/h). Funny thing is, VPower seemed to give a lot more boost when used in the City or Vios or even MyVi compared to the GTi. Somehow, it felt a little sluggish during pick up and the so-called extra power which I felt before seemed insignificant in the GTi. A friend of mine told me that VPower acts as a booster to vehicles with less than 1.6 or 1.8cc but makes no difference to a 2.0 (more over a turbocharged one). Hmm. I don't know how true this is, can anyone clarify? But the lag in power pick up is quite apparent until you hit a certain rpm of course then the GTi's natural instinct just takes over ;)

Ron 97 was surprisingly efficient with a more equal distribution of power during the entire acceleration process. More over, what was really neat is I could milk a cool 600km on a full tank! Again, that is if I am extra careful with my pedal force at all times. 600km is equivalent to me traveling from home to work and back for approximately 2 weeks (minus a day or two).

After the first week of good behavior, I still have about half a tank (300km) to go. But here's my real confession. I never did reach the 600 mark because I simply couldn't stay 'good' for two whole weeks. I couldn't resist the temptation of an open road at 2am getting to know some 'friendly' fellow drivers. But if I did, I'm pretty sure 600 can be achieved. Well, until I can truly stay off the metal for fourteen days, I'm pretty happy with a 560km mark.

Advertising: The GTi Project.

Let's get rolling!


The VW GTi Project was nominated for by the Favourite Website Awards (FWA) for May's best website. Best of the twelve best will be voted by the public.

The test drive simulation is an extraordinary way of presenting Mk 6's sports handling USPs. Technical without an overkill of information.

6 cars. 6 weeks. 6 winners.

Check out Real Racing GTi, created specially by VW for the iPhone™ and iPod Touch®. There are 6 cars to be given away for 6 weeks. And more importantly, check out the nicely done video below ;) Makes my heart skip two beats ;) This is really a representation of German technology in the funnest way.

New ABT version of Scirocco and Golf GTI Mk 6 launched.

The much awaited and talked about VW Scirocco. Finally, finally, finally on our shores. I think I prefer the original design, although the ABT spec gives it an additional 40 horses pushing a max torque up to 340Nm, somehow the design seems a bit much. Can't wait to go for a spin in it ;)

Just in case if you're interested in getting the full kit, the tuning package includes:

ABT Wheels Package

*19inch (sweet) BR styling Black edition wheels + Continental tires + ABT sport springs + spacers

The damage: RM21,500

Aerodynamic ABT Package

*Full ABT Bodykits + quad pipe stainless steel muffler (super sweet)

The damage: RM18,500

ABT ECU Performance Tuning

*ECU upgrades to 240hp and 340Nm

The damage: RM6,000

Current special ABT VSR Scirocco full package will cost about RM45,000 (which is RM1,000 off from the above total)

Also saw the Golf GTI Mk 6 in ABT kit. The one currently in the Cartrade's showroom is not the GTI which you'll be getting because that's a 2-door. The GTIs which will be sold here, all come with 4 doors. I didn't manage to snap any photos but I've decided to rip off from zerotohundred ;) Just to let you have a look at what the GTI's 'wild side' is like, since the new version is much more refined and seem to have a rather 'executive' look to it.

So if you prefer the Golf, then this is what you can get from ABT VSR GTI package:

ABT Wheels Package
*19inch (like the Scirocco but I prefer more spokes) BR styling Black edition wheels + Continental tires + ABT sport springs + spacers
The damage: RM23,500 (why is this more expensive than the Scirocco? No idea...)

Aerodynamic ABT Package
*Full ABT Bodykits + quad pipe stainless steel muffler (give me two years and I'm so gonna get the quad pipes)
The damage: RM18,500

ABT ECU Performance Tuning
*ECU upgrades to 260hp and 360Nm (whoa! Some really good steroids!)
The damage: RM6,000

Current special ABT VSR GTI full package will cost about RM47,000 (which is RM1,000 off from the above total)

Note: Don't worry if your car is still under warranty and you crave for some of those candies. ABT's warranty itself is 1-year and it does not void your manufacturer's original one. So... Wanna go shopping?

New Golf GTi launched in Hong Kong (and everywhere else soon).

New GTi (mk6) launched in Hong Kong. While I love the 'love speed' idea (mk6's output up by 10 horses from its new EA888 engine (shared with Scirocco?) with refined suspension and drivability, max torque is the same at 280Nm achievable on a slightly lower rpm of 1,700) but I think the site is a little... disappointing. The whole idea is to utilize available online viral videos about speed and associate them with the campaign but it feels to me that it could have been more... dynamite in terms of presentation and usability. Hmm. VW should have originated these ideas and not fish them from YouTube (we've always been original about mobility concepts and technologies right?).

The new generation GTi loses the honeycombed front grille (slight resemblance to its Audi cousins) replaced by a more understated one with red lining. The eyes however, are narrower balancing out the well-mannered exterior to keep that sporty but more refined outlook. It's got a meaner look at some angles and a more gentleman executive look in others. Visual tricks. I'm liking the backlights too. The mk6 also replaced the side 'mold' panels with a more careful but distinct pressline to perhaps lift up the vehicle's muscularity. I think it could beef up a little bit more definition to really flex more muscles to its otherwise 'chubby' sides. It's lowered 22mm (front) and 15mm (rear) so expect even better handling than the already extremely road-hugging characteristic of the GTi.

I'm guessing this will cost about... RM230,000?

Test drive - VW Golf GTi.

Ok. So you are stressed. Nobody understands you. Work's crazy. Friends' are nowhere to be found. And you're all alone on a Friday night. So what do you do? You get a Golf GTi. So far (in my books at least), the mk5 Golf GTi the epitome of fun driving that is (ahem) obviously more affordable than many of the old boys' toy which of course, supposedly to serve much more than just being 'fun'.

Then you realise that your so-called 'stress' gets extracted out of the tiltable sunroof before you get to even complete your sigh when you pedal your new found friend. And you suddenly realise it's better to be an island, who needs understanding? Too much brain work. And uh, work? Woh...what? Friends? They'll eat your dust trying to catch up with your 18" Detroit alloy wheels. Being alone? Trust me. In your vintage tartan bucket seat is definitely where you want to be. Friday night, Saturday, Sunday, Monday, heck any day anytime. Because it's like a magic carpet that brings you to anywhere your heart desires and most importantly, transforming you from zero to hero at 6.9 seconds. Sweeet. Maybe it's not fair for me to compare, but. Bye bye 1 series (turbo 1).

The DSG (direct shift gearbox) which is uniquely (thank God) GTi was exhilarating which gives these wheels the ultimate driving ex... oops. I mean, the ultimate fun driving experience. In low revs (from 1800 rpm), you could already feel the torque surging and that's only the D mode. Immediate shift to Sports was seamless, except for that sudden burst of torque orgasm which really got me whoa! This car doesn't just run, it floods the road! 200 horses (obviously, don't think I've even reached anywhere near that) felt like all ranches broke loose on Penchala Link. To reach the power climax which its FSi engine is famed for, this baby needs to run on Sepang yo.

In terms of the driving experience, I was really pleased. Really surprisingly pleased. When stationary, the car welcomes you with a low growl just like your (I mean, man's) best friend. Put it on D, it doesn't move just yet. You have to return the greeting by slightly tapping on the pedal and the relationship is sealed. The interior is comfortable and suspension is hard enough which gives you a really nice feel of the road. Now I understand what they meant when they say BMW is becoming too refined. You could feel the road but the feeling is pretty much insulated in order to provide more driving comfort, which I think is what the general mass looks for anyway. So I guess it really depends on what works for you. But if I'm on the road, I'd like to feel like I'm on the road and not like in some cushy bubble wrap. And to top it off, a very fun road.

Good handling at 60 to 80km/h during sharp cornering is kind of expected. I was thrown a little (a cm is a cm) but I guess that's what the bucket seats are for. To put you back in place to challenge your little GTi when it throws you off guard with the unassuming powerpacked turbo-charged engine. This neat little package doesn't know how much power it has and it tends to overestimate itself and plays a little rough when provoked. Nevertheless, GTi strips away the masquerade of this unpretentious and modest personality that the VW badge had labelled it. Yea, pretty much like the 'Jekyll and Hyde' thing going there ("Oh, so you think I'm cute, wait till you see the evil things I can do").

Even the headlights are amusing. Ignite the engine in darkness, and you'll see them blink in subtle exuberance in anticipating a joyride with the owner (the headlights apparently also 'curve' a little according to your steering for better night visibility). Not to mention, interior lights are disco! Electric red and neon blue - crisp and clear. Everything about this 'little' car spells F.U.N. What about MINI? MINI is a handbag...

All in all. I think once you go turbo, it's hard to turn back. 1 series probably sits in another category altogether. I don't know, what shall we compare it with? Mazda RX8? Subaru STi? Honda Civic Type-R? Mitsubishi Lancer? Hmm. It'd be interesting to see what turbo means to the Japanese then.

VW Golf GTi.

Although it's not new new but always worth to look at if you're comparing it with the baby BMW.



Tough choice. News have it that the new MK6 is launching in May. Malaysia?