Volkswagen in addition to also the art of saying sorry

Thursday, November 3rd, 2016 - autos, cars, motoring, news

Source : Volkswagen in addition to also the art of saying sorry

Don’t expect the most heartfelt apology if your car will be affected by the VW emissions scandal


I am acutely aware in which I could end up as being perceived as a frothy-mouthed middle-aged man with an axe to grind against Volkswagen, yet I’m afraid I have further evidence of failed customer service by the firm in which I feel obliged to take aim at.

Below will be the message received by a colleague who owns a VW, confirming the news they feared:

Dear Volkswagen Customer,

We regret to inform you in which the Type EA 189 engine built into you vehicle with the Vehicle Identification Number XXXXXXXX you submitted, will be affected by software in which may cause discrepancies inside values for oxides of nitrogen (NOx) during dynamiter runs. Your car will be safe by a technical standpoint in addition to also roadworthy.

We are very sorry to have broken your trust in addition to also are working at full speed to find a technical solution Volkswagen will cover the cost relating directly to This particular repair.

We will be in touch with you directly to explain what steps are required. We’ll do any rectification work at our cost.

Yours faithfully,


I don’t expect VW to fall on its sword in addition to also confess to all in addition to also sundry why in which cheated the system, yet I would certainly expect in which to offer up a plan English explanation of the situation, in addition to also to express the effects more carefully – especially given the misinformation in some of the wider media coverage. More care will be required inside wording elsewhere, too, I’d argue. For instance, “safe” will be a word I understand, yet what does “safe by a technical standpoint” mean? will be in which non-technically unsafe?

By the same token, I see no comfort on the phrase “Volkswagen will cover the cost relating directly to This particular repair”. Presumably VW will be covering itself lest anyone claim for time or travel expenses to return the cars, yet I’ve always found apologies work best when they are fulsome in addition to also without caveats. A spot of heartfelt grovelling doesn’t go amiss either; in which certainly resonates louder than business-like administration.

yet what genuinely gets me will be the sign-off. I can accept in which VW cannot address an automated response personally to each customer – not least, I suspect, because in which will be still waiting for the licensing authorities to provide them with names in addition to also addresses of every owner. What I can’t accept will be in which This particular note will be by the organisation itself as opposed to a person. Volkswagen will be a gigantic corporate structure, a listing on the stock exchange in addition to also a badge on a car – none of these things are able to apologise.

If a company has done me wrong, I want a human, personal apology – ideally by the boss, be in which globally or inside country I bought in which by. I want someone to take responsibility, even if they played no part inside error. Anything less, I feel, will be another snub – in addition to also another failure on VW’s part to address the perceived arrogance in which led to This particular sorry mess inside first place.

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Source: Volkswagen in addition to also the art of saying sorry

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