Dear Lookers / Volkswagen Customer Care,I am writing to formally request your assistance in escalating a warranty concern relating to my vehicle, following what I believe has been an unsatisfactory response from an authorised Volkswagen dealer.My van was recently booked into Lookers Teesside Van Centre for a routine service while still within the manufacturer’s warranty period. At the time of booking, I specifically asked for an issue with a visible line of dead pixels on the MMI screen to be investigated.Prior to the appointment, I was asked to complete a diagnostic questionnaire and provide supporting photographs of the issue.I submitted these as requested, with the expectation that the information would be reviewed ahead of my visit so the concern could be assessed during the service.However, when I arrived to collect the van, there was no mention of the issue having been inspected or addressed. I subsequently had to contact the dealership the following day to follow up on the outcome of the diagnosis.During my conversation with the Service Department, I was informed that the line of dead pixels on the MMI head unit was considered “normal” and that all units of this type exhibit the same behaviour.Having owned Volkswagen vehicles for many years, I found this explanation surprising.To verify this, I inspected three other vans within my workplace fleet, one Crafter and two Transporters, each fitted with the same MMI unit. None of these vehicles display a similar line of dark or dead pixels.I attempted to follow this up directly with the dealership via two emails; however, neither message has received a response.As a Warranty & Service Manager for a global brand myself, I am familiar with the importance of fair and transparent handling of warranty.I find the dismissive approach to a warranty concern on a £40,000+ vehicle disappointing and unacceptable.I was considering taking out a service plan with Lookers Teesside Van Centre, but this experience has unfortunately caused me to reconsider.As the vehicle’s warranty period expires on 21st March 2026, I would be grateful if Lookers and Volkswagen UK Customer Care could review this matter and advise on the appropriate next steps.Ideally, I would appreciate the opportunity for the issue to be reviewed independently so that a fair and reasonable resolution can be reached.If a warranty claim is accepted, my preference would be to use another Lookers Volkswagen location for the work to be carried out.Yours sincerely,Rupert Hoyland

28/12/2025 -Initial receipt of van from Lookers Teesside14/01/2026 –Warning lights appeared; vehicle returned to Teesside branch and issue reportedly resolved19/01/2026 –Discovered evidence of repair work; vehicle returned to Lookers Teesside for inspectionFollowing this drop-off, we were informed that the structural repair work had been completed correctly, but the paint and sealant required correction. We were told this would be arranged.05/02/2026 –Received email from Tyne Tunnels stating the vehicle had been removed from our account and registered to another accountUpon contacting the Teesside branch, we were told the van had been sent to the Newcastle body shop for repairs16/02/2026 – Received a repair quote from Lookers Teesside dated 23/01/2026, detailing significantly more extensive repair work than we had previously been told was required.This quote indicates substantial repairs that do not align with the earlier assurance that only paint and sealant corrections were necessary. It is particularly concerning that this assessment appears to have been received weeks earlier but was not communicated to us at the time.In addition, when the van was purchased and returned to the Teesside branch they were fully aware that we had a timeline for conversion into a campervan and this informed our purchase of this vehicle. The branch was fully aware of this deadline at both the point of sale and when the vehicle was subsequently returned for inspection and repair.Due to the prolonged delays and lack of clarity, we have now lost deposits paid to conversion specialists. We have also purchased bespoke parts specifically for this vehicle, which have been custom painted and prepared at significant cost. These items cannot now be used on another vehicle and are non-returnable, resulting in considerable financial loss directly caused by the ongoing delays and lack of communication.Throughout this entire process, we have consistently and repeatedly contacted the Teesside branch requesting updates, timelines, and clarification on:1. Why the scope of repairs has increased so significantly2. What these repairs indicate about the vehicle’s condition3. Where the vehicle is currently located4. Whether any repair work has actually commenced5. When we can reasonably expect the vehicle to be returnedAdditionally to date, we have received little to no meaningful communication, and our calls have not been returned. This lack of transparency and responsiveness is extremely disappointing and is causing significant disruption to our plans and financial commitments.At present:1. We have been without our van for over 5 weeks2. We do not know the current location of the vehicle3. We have not been given a clear explanation for the increase in required repairs4. We have not been informed whether any work has started5. We have not been provided with any timeline for completion6. We are receiving no communication despite repeated attempts to make contact7. We have suffered financial losses due to missed conversion deadlines and non-refundable, custom-prepared parts8. This level of service and communication is unacceptable.We urgently require:* Confirmation of the van’s current location* A clear explanation for the revised and significantly increased repair requirements* Confirmation of whether repairs have begun* A realistic and firm timeline for completion and return of the vehicle* A named point of contact who will provide regular updates going forward

I paid a reservation fee for a vehicle and despite being promised a refund should the sale of my current vehicle fall through I am yet to receive this. Very disappointing and poor response to my communication.

By far the worst experience I have ever had when trying to buy a vehicle. I am in absolute shock.

Arranged to look at a van.Agreed to be there at 10am to be told the van wasn’t available as it had been sold the week before.So after over a 4 hour round trip it was a waste of my time taking a day of work and my diesel.Also offered only £21k for my van.I inquired about a similar van from vw Leicester and they agreed to give me £30.5k for my van so bought the van from them.I wouldn’t recommend anyone to buy from you.

friendly and informative

I asked for a personalised video which I haven’t received pretty poor service

2. Initial contact was dreadful.3. The package included paint protection and a warranty - I did not ask for this! I do not like this kind of thing. Mention it, yes, but do not expect the customer to scrutinise everything. This should not have been added to the cost of the van.4. No reply to my email with the Tigra photo's as requested by Jon5. I have asked twice for the dealer principal to contact me and guess what - nothing.6. I tried to call today and pressed one for sales. Ring, ring, ring then a reply "thank you for calling Lookers Battersea. Due to an incident, we are unable to take your call"7. I tried to call sales at Middlesbrough again - no reply.8. I've now contacted service to get your email9. The van in question is now sold by the look of it.Thanks,

I believe the advert to be somewhat misleading. Or certainly, it could be clearer

Sales exec said the vehicle would come with a tow-bar and that it would be fitted once it was purchased. This did not happen and caused a lot of inconvenience. Had to get a tow-bar added via a separate garage at extra costs.