Volkswagen Jetta Wagon 2004 Owner's Manual page 102

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Booklet 1.2 USA Warranty
Customer CARE
Dealer assistance
If you have questions abo ut the service you
have received, we suggest that you fi rst dis-
cuss them with the service personnel at your
authorized Volkswagen dealer. You may wan t
to speak to the Service Manager or directly to
the owner of the dealership.
It is their business to be concerned about
your satisfaction a nd goodwill. Since they are
closest to the situation, they are in the best
position to quickly resolve any concerns you
may have.
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When to notify the manufacturer
Your satisfaction with o ur product is very im-
portant to us, and we would like to make cer-
ta in that we have had the opportunity to work
with you an d your dealer to resolve your co n-
cerns.
If your concerns are not resolved to your sat-
isfaction by the dealer, please contact Volk-
swagen of America, Inc., immediately by
calling our toll-free number:
Tel.:
1
(800) 822-8987
If you prefer to write, please use the following
address:
Volkswagen Customer CARE Center
3499 West Ha mlin Road
Rochester Hills, MI 48309
You can also contact us using our Internet ad-
dress:
www.vw.com.
Simply click on "Contact Us".
When you call or write, please provide the fol-
lowing informatio n:
28 Customer CARE
• Your name, address a nd telephone
number
• Vehicle Identificatio n Number (VIN)
• Vehicle delivery date and mileage
• Dealer's name a nd location
• Nature of compla int or problem
• Original repair order (retain a copy for
your records) or pertinent docume nts if you
are writing to us
A Cus to mer CARE Representative will gather
and carefully review all facts relating to your
request for assistance. Nter tl1is review is
completed, the Custom er CARE Representa-
1
tive will info rm you of a ny assistance t11at the
company will be able to provide.
Please note that as pa rt of our continuing ef-
fo rt to maintain the highest quality of service
to ou r Customers, supervisors will occasion-
ally monitor the quality of telephone calls be-
tween our Custom ers and representatives.
We hope you understand our interest in pro-
viding the best possible service.
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