Depends largely on the dealer, same with VW. She should call up VAG NA and complain. They do take care of customers with legit warantees and aren't afraid to play hardball with the dealers.

__________________
TC
Current stable:
- 2004 Mazda RALLYWANKEL
- 2007 Saturn sky redline
- 2004 Explorer...under surgery.

Past: 135i, GTI, 300E, 300SD, 300SD, Stealth

From my miserable experiences with the factory customer service issues with volkswagon/audi. You have to depend on the dealer to act in your interests.

Do not buy one of their products without finding out that the dealer is taking care of all complaints. Most brands escallating upward will help but not usually with volkswagon.

They seem to have a contracted out customer relations service whose job is to just deny whenever possible.

Numerous accounts on VW forums suggest otherwise. Most say bad dealer experience, VAG NA set it straight and got it covered. YMMV.

__________________
TC
Current stable:
- 2004 Mazda RALLYWANKEL
- 2007 Saturn sky redline
- 2004 Explorer...under surgery.

Past: 135i, GTI, 300E, 300SD, 300SD, Stealth

Forgot to mention I live in Canada. Things may be worse up here.

Could very well be, I think even the rep you get plus how well you state your position goes a long way too. Some places don't seem to realize how loyal customers are to a brand--bending over backwards may break even now or even take a loss, but the customer will be happy to endorse again in many cases after a positive experience and therefore result in a net gain for the company....plus who knows what other positive exposure through that customer.

I used to have to remind our customer service reps this all the time (it was my position to do so, wasn't being a jerk!) but when you're In the weeds taking calls its easy to forget that.

__________________
TC
Current stable:
- 2004 Mazda RALLYWANKEL
- 2007 Saturn sky redline
- 2004 Explorer...under surgery.

Past: 135i, GTI, 300E, 300SD, 300SD, Stealth