Not worth the paper it's written on

[moulin12]

Bit of a story this, so apologies in advance for the length of the piece.

I bought my Scirocco on November 15th last year. As it was purchased from a VW franchise it would have come with a year's approved car warranty (operated by Mondial). However, the dealer explained that, because the car still had just under seven month's factory warranty, they would just issue the approved warranty from the expiry date of the factory warranty. Further, whilst the remainder period of the approved warranty would have been 5 months one week, they could only set up approved warranties in blocks of whole months and that, as a result, bonus: six month's approved car warranty on top of the 6 mths 3 weeks factory warranty.

And indeed, shortly thereafter I received an approved warranty booklet and accompanying letter from Mondial stating that my car had 6 months approved warranty with an expiry date of 07/12/14 (not, as would have been otherwise the case, 15/11/14).

So, this week, aware in the back of mind that extended warranty renewal was due at a time in December, I rang Mondial looking to renew. (No reminder from VW/Mondial had been received). The price was competitive - and so I decided to renew. Went through the process and was told that my cover would begin that day, since my warranty had expired on 15/11/14. Ok, sounded odd to my recall of what I had, but signed up, and then checked my existing warranty details when I got home. Sure enough, 07/12/14.

I send a copy of the existing note to Mondial and follow this up with a call. To cut a lengthy conversation short - and which included lots of to and froing by the (very polite, and apologetic) customer services person, Mondial insisted that my previous warranty had expired on November 15th and that the letter I had received for had "been a mistake"! No arguments based on trading standards, transparency etc held any truck.

As I couldn't believe this situation would hold in any trading standards review / court, I suggested that they then simply cancel the policy I had just taken out (14 days no penalty applies) and I would buy a new policy, with a start date of 08/12/14. I was advised that they couldn't cancel the policy just like that???

After we had cleared that particular hurdle i.e. 14 day cooling off period conceded by Mondial, I was then "strongly advised" not to cancel, since the previous warranty would have been considered as having "lapsed" - a term applied, apparently, to anything longer than a two week period between the ending of one warranty and the beginning of another - with the consequence of the warranty costing more.

Ring VW customer services. Initial response was, "I understand your frustration but this is a matter between the franchise and Mondial". To which my response was, no this is a matter for VW, who I would think have expectations over the honesty and transparency of either or both the franchise and the insurance company to which you have licenced your brand.

24 hours later, Mondial have confirmed that my existing warranty runs to 07/12/14 and that my new warranty expires on 08/12/15.

Thank you for listening...

[Lewis Miller]

[moulin12]

Should have thanked for that much needed event at the time, but at least this now bumps up a post that may hold interest to a recent question raised by another forum member!