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Discussion Starter · #1 ·
Long story ...

VERY well respected VW specialist/performance centre who I've used before supplied me with RS4 reps and tyres as a package on 8 March 06. This morning I notice a small 'egg' in the side wall of the Drivers side rear. So, I 'phone the place - my stance is that the car is now in a dangerous condition, the tyre is almost new etc. I get the standard response 'oooh it happens you know, stones and rocks and bumps and grit and pot holes and poor roads and so on' from the female staffer. So I then speak to a male staffer ... 'you'll have to bring the wheel and tyre in so we can send them to the supplier so he can check it out - But I know(!) it'll be due to damage you've done.....Yes, you'll have to drive your car around on the spare for the week it'll take to check it out'. Absolutely no question that there could have been an issue with the tyre itself. Their attitude is, basically, it's happened before, it was due to damage then therefore it must be the same for you.

I then explain that - due to them keeping hold of my locking wheel nut key whilst doing some other work for me on Weds. I cannot get the wheel off....'I've just checked and we definitely sent it (the key) to you on Thursday' I'm told. Nothing else, no offer of any further assistance, no suggestions just a long silence.

So, basically I have to hope it comes in the post in the morning, take the affected wheel and tyre to them (20 miles x 2) drive around on 3 x 18" wheels and 1 x 16" spare for a week (inc. a 40 mile per day round trip to work) until, at worst, they tell me 'tough'. Of course, if it doesn't come tomorrow, it'll be TUESDAY before I get it.

Customer Service? Care & concern? What can we do to help this customer? No, none of that.

You know, I sell - among 22,000 other lines -beans for a living. The cheapest can is 9p. I have been known to drive 10 miles to a customers house to pick up an out of date can, just to keep the customer happy. In the last year I have spend approx. ?1300 at this specialist and I AM NOT HAPPY![:mad:] Now, I'm so mad I've just shouted at the first postman I've seen today - sorry mate!

End of rant - What next? Should I name and shame? Am I expecting too much? Any opinions?
 

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sorry to hear your troubles. I think you have given me some clues as to who i think it could be. Hope it gets sorted for you.
 

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To be honest mate - i don't think you're out of line at all.

I work for a large mobile retailer as an engineer - and if a customer brought in a product that was faulty and under 28 days - i'd swap it - no questions asked. Outside of that I'd do my level best to make sure that the fault in question was sorted in the shortest time possible - normally the same day so that the customer doesn't get put out too much.

Sounds like the guy you spoke to is psychic.... he can tell you the fault without even looking at it. If they were really that good and that customer focused then they'd at least ask you to bring it in and let them see first - and speak to you face to face about how they could resolve this for you.

However, I can sort of understand where this specialist is coming from - he might think you're trying it on......or as a supplier he may not have any other way to resolve it - he has to earn a living too, and if they just swap things at will they'd go bust really quickly.

At the end of the day though it's not worth loosing a customer and winning an arguement

Just a thought....
 

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Have you thought about having a word with the boss Jim, I mean our hobby is not a cheep one, and lets face it this business started out as his hobby..
 

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I used to fit tyres and have been through alot of them On my own
cars... I have never seen an egg spontaniusly appear ... ever.
try searching google for it?

IMO the best you should hope for is a new tyre at cost price with free fitting that way noone is losing out.
 

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If it's the company we think it is, then that does seem odd [:S]

I bought a zorst from them, it got dented and a few pipes slightly crushed in transit. I received a complete new system to replace it no hassle whatsoever.
 

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The most common cause of an egg in the sidewall is "pinching" caused by hitting a curb or a pothole.

I have had it happen many times and never been able to claim on it (i wouldnt bother myself as i now its a wear and tear issue and not a manufacturing problem)

If you look round the egg bubble and can see absolutely no trauma damage then you should be ok but if there is any marking like a damage mark then im sure they wont be able to swap it over.
 

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Discussion Starter · #14 ·
No, mate not yet .... the place I bought it from has not received the wheel/tyre or pic from me yet. I only took this pic tonight when I noticed the second egg appear. I'm trying to work out how I'm supposed to get to / from Liverpool to work for a week whilst this supplier examines the problem. I'd say that this is not 'their problem' from the dealers attitude when I raised the issue. I can't even speak to them until Tuesday now - meanwhile I am not risking either using the car or driving it around on 3 x 18's and 1 x 16 wheels.

What a bloody pain this is ... there goes my Bank Holiday too [:mad:]
 

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You should contact the maker of the tyre as well because that does not look like it has had any type of bash.

What make is the tyre?
 

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No, mate - is it safe to run around with 1 x 16" spare and the other 3 x 18"-ers?
Should be ok i would of thought mate, when the difference in tyre profile is taken into account (18's being lower profile than the stock 16's) the difference in actual rolling diameter will not be that different

You would be in the same situation if you suffered a puncture far from home etc and would use the spare wheel to get home anyway...

HTH [:D]

Steve
 

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i presume you dont have your old wheels to be able to fit a matching pair to the same axle? that damage does look very odd. as has been said, bulges in tyre sidewalls are normally caused by the tyre being squashed on to the rim and pinching it. good luck
 

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Discussion Starter · #20 ·
The tyres are 'Clear HP199' - cheap tat that keep the costs of the wheel and tyre package down obviously. Should still be safe though?

I got the locking wheel nut back yesterday, I'm going to have to take the wheel and tyre to the dealer on my day off next week, wait a week to see what happens, whilst wobbling around on my odd wheels - is that really safe?

I'm still fuming over their attitude, but they've had my hard earned now haven't they? The true measure of any retailer is their Customer service. After 28 years in retail I think I'm qualified (literally) to offer that opinion!

Depends what happens, but my planned chip, suspension package, 60k service etc. may be happening elsewhere in the future!

And I'm STILL bloody fuming [:mad:]
 
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