Prompt, knowledgeable, and friendly advisors who made this one of the easiest service experiences I've had.

Scheduling was difficult. The website is not clear about waiting, availability of shuttle services, or leaving your car for the day. It does not provide an estimate for the time things will take. I live 45 minutes away from the dealership and I can't get friends to drive me to and from twice in a day so leaving my car is really difficult. When I called the service department for clarification and with concerns, I felt like the person I spoke with was annoyed that I didn't understand how scheduling worked (and it is totally unclear online) and completely unsympathetic to my dilemma of having to spend the day waiting for my car (which he made clear was not something we are supposed to use the waiting room for). When I got there, the service person I spoke with was very helpful and understanding. I decided to do an oil change and inspection and wait for it and reschedule the 40,000 mile service for another day when I might be able to get a teacher that I know to give me a ride, so I only waited three hours as opposed to all day, which was very helpful. Just keep in mind that it is difficult for people who don't live near a dealership to choose to bring our cars in for service. This will factor in to my decision next time to buy VW. The annoyance of your service person on the phone could have been completely avoided if your online scheduling program was more specific and informative to customers. I was somewhat panicked when I learned that I didn't have a wait slot and that I was supposed to leave my car with no ride or take the next available appointment a different day (I already had taken the day off) so I'm sure I wasn't at my best myself. However, I had no idea that a. the 40,000 mile service would take most of the day b. I was not supposed to wait c. if there was any option for a loaner car or a shuttle (I still don't know). If I had had any of this knowledge from the website I wouldn't have been upset when I called. I am just grateful that the person that I spoke with when I walked in was pleasant and helpful because that person is the reason I will continue to bring my car in for services that have to b done by the dealership. I wish I knew his name, but I didn't think to write it down. Next time I will schedule major maintenance intervals wit VW by phone so that I can have information when I schedule about how long it will take and if there are any transportation options available. From now on I'll take my car to my local mechanic for the majority of services because coming there is just too inconvenient.

great customer service

Easy to schedule and service completed in less time than projected.

Service rep was friendly and very responsive.