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Response from Skoda Auto HQ regarding my keys

Lightspeed

By Lightspeed,
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Lightspeed

Lightspeed

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This is the email I sent on the 6th Jan 2005...

 

Hi!

I have resorted to sending you this email as I wish to clarify some things.

 

I am from Singapore and I drive a Skoda Octavia 1.8T Elegance.

 

I went to the local dealer Czech Auto on 6th Oct 2004 to order a spare key for my ride. I bought my ride in August from a private owner. The car was registered in 2001.

 

I had to pay first before they would place my order. Therefore I placed a deposit of SGD150 for the key.

 

After months and months, I finally got a call from Czech Auto that my spare key has arrived.

 

I drove down to the dealership and waited only for them to tell me the key could not even open the car doors.

 

They then told me that it was because the the number they got from my dash insert/speedometer/instrument cluster was wrong as it did not match my engine chassis number. They then accused that the car dash insert/speedometer/instrument cluster had been swapped by someone previously.

 

They proceeded to say that it was instructed by you (Skoda in Czech Republic) that all they had to do was plug the VAG Tool into the dash insert/speedometer/instrument cluster to get the number they needed to place the order for my spare key.

 

As it is now, they are refusing to reorder the correct key from you guys or offer me a full refund blaming that they dash insert/speedometer/instrument cluster had been replaced.

 

I bought this car used. How would I have known it had been switched? It is also a serious offence for it to be switched as it could mean the previous owner had tampered with the mileage when he sold me the car.

 

I spoke with the previous owner and he denied that ever had it swapped.

 

I don't see any reason for it to be swapped either as I found out from the service advisor that the dash insert/speedometer/instrument cluster costs SGD2000+

 

Could Czech Auto have done more to make sure that the order for my spare key was correct? That they had submitted all the necessary codes? After waiting for months, I have wasted both my time and hard earned money. It is disappointing to see my case being handled this way and everything is blamed on me when I have done nothing wrong.

 

Can anything be done? I am thinking of bringing this to our local small claims tribunal court.

 

I hope to hear from anyone at Skoda Czech Republic to shed some light on this matter.

 

Thank you for your time.

 

This is the response I got on the 7th Jan 2005

 

Dear Mr. Chan,

 

thank you for your email sent to our mailbox.

 

We regret to hear about your discontent with the services of our brand.

 

However, concerning your request, we are sorry to inform you that we can neither judge nor solve any complaints especially not the technical problems because we are unable to check the technical conditions of the car and we do not have enough of required information.

 

Nevertheless, there is a Skoda dealer or directly the main importer organisation in your country who are fully responsible to consider themselves with the above-mentioned tasks.

 

I have already contacted my colleague from Czech Auto Pvt. Ltd. and asked him to consider himself with your matter.

I am sure he will contact you in order to find a solution of your case.

 

Hopefully, everything will be successfully settled and you will be from that moment on fully satisfied with your Skoda car.

 

With best regards,

 

Ondrej Tomsu

Customer Care

 

Czech Auto still hasn't contacted me yet [mad]

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C708

C708

Neutral Newbie

E,

 

 

 

They are probably trying very hard to find something to absolve themselves of the blame for your case.......like the key got magnetised by some alien ray on board the freighter that transported your key here from CZech republic of which absolves THEM totally of blame hence the non-refund

 

[laugh][laugh][laugh][lipsrsealed][lipsrsealed][lipsrsealed]

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Skodarr

Skodarr

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Well, just wait for the person in charge to contact you... Prompt him questions of the require information for duplicating a spare key...

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Lightspeed

Lightspeed

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A,

 

You were telling me that I require 4 things right?

 

What are they again?

 

Also... Peter's group buy....

 

I actually wanna get the Milotec stuff....front grille, bonnet lifters, etc.

 

Get from you instead? Very long liao leh [:/][:(]

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Skodarr

Skodarr

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Well, it will come up to all 4 number 4D....

 

1) VIN (Vehicle Identification Number)

2) Immobilizer Code

3) ECU Code

4) Speedo Code

5) Key Code (Only Skoda Dealer have it)

 

Ha ha... Milotec stops shipping to Asean country now until further notice... Don't know the reason why...

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Lightspeed

Lightspeed

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Just got an email from John, basically telling me the same thing... that I'm screwed and I ain't getting any refunds [rifle]

 

Dear Mr Chan,

 

I'm sorry for the unexpected delays which resulted in the late availability of your replacement key.

Reference to my phone calls to you in November and early December.

I explained to you that there will be a delay in your key order, as my Electronic Parts Catalogue was down for several weeks.

Subsequently, I called you in early December to inform you that we were awaiting for the factory to retrieve for us the key codes, which are based on the car data information retrieved from the car's electronics.

 

I understand your frustration with all this complications arising from the used car which you have recently purchased.

A car which nobody knows what the previous owner / owners or what the outside workshops had done.

 

The key which was ordered by us was unable to be used on your car.

This can be due to any of the below parts being replaced by an outside workshop, without proper replacement procedures being carried out and new / used parts being installed onto your car.

- Engine control unit ( ECU )

- Dashinsert ( Speedometer )

- Door lock / ignition lock

 

This results in your car data information which are stored in the ECU / dashinsert, to be corrupted by data information from some other cars.

( The factory do not supply cars with data information that does not correspond with the car )

Likewise, if the locks has been replaced before, the factory will not be able to supply you with a duplicate key based on your car data information.

The factory re-produce a duplicate key based on such car data information.

A total of 4 basic information are required to order and program a duplicate key.

Certain car data information like immobiliser code, can only be extracted from the car's data information via our VAG equipment.

In cases where a new ECU and dashinsert are both replaced, even the complete key / ignition lock set will need to be replaced.

 

It is unfortunate that the key which was ordered cannot be used due to some unknown repairs done in the past, which corrupted the car data information.

Kindly understand that, even through the actual price for the duplicate key ordering was $212

As a goodwill gesture, we decide not to collect the outstanding amount from you since the key cannot be used.

 

There are a few options that you can consider, bearing in mind the following unknown factors on your used car.

Note:

a) Currently, we don't know if your locks and key are the original ones that came with the car.

b) We also cannot assure you that by supplying the factory with the different chassis number found at the windscreen area and using other data from your car data information, the key produced by the factory based on those data information will be usable on your car.

c) The replacement ECU / dashinsert in your car might not be the correct type meant for your car model type etc.

d) The incorrect data information found in your car control units might affect other functions of your car, as well as the communication between the key's microchip and your car's anti-theft system.

 

1) We can try re-ordering the duplicate key for you a 2nd time

You will need to bear in mind that there is a risk that the 2nd key might not be usable as well.

2) Order a complete door lock / ignition lock set.

3) Order a new ECU, dashinsert and door lock / ignition lock set if all else fails.

 

Kindly contact me at 6477 8514 or

You can come to my office to discuss further on how we can further assist you.

My office is at No. 247, Alexandra Road

 

Regards

John Ng

Parts / Workshop Manager

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C708

C708

Neutral Newbie

Eamon,

 

 

 

U finally understand why I gave up on them a long long time ago ?? At least u can still start your car, drive it around.......I had to wait 5 weeks to get my parts on my own accord WITHOUT any assistance from CA.....

 

[mad][furious][knife][thumbsdown]

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Lightspeed

Lightspeed

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some questions I have

 

1) Why did CA not check on the possibility of the Dashinsert being swapped before?

 

2) Should CA have captured the image of the key profile digitally so that their Czech counterparts can verify if it is the right key based on the chassis number.

 

3) If the Chassis number is different based on the VAGtool reading, why is it not verified with the car and made known to the owner before ordering?

 

What you guys think? [:)]

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C708

C708

Neutral Newbie
(edited)

E,

 

 

 

Like I said before ....whatever happened to your car is NOT your responsibilty, it is the action of the previous owner,( We cannot say whether its true or not ) so why should you be penalised for it ?? Its bad business practise, so if you actuallly fight a legal case against CA, they have NO grounds because they REPRESENT the brand here in Spore and is obliged to refund you the $$ but who in the right mind would spend $$$$$$ to fight a case of refund worth onli $ 150 ??

 

Probably thats why VAG pulled the carpet from under C & C for not doing the VW brand any justice......I was so happy to hear that !! Serves them Bl*#dy rite...they deserved every minute of it... Looks like I have to find my fren in VAG Spore for some help....

[sly][lipsrsealed][gossip][knife]

Edited by C708
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C708

C708

Neutral Newbie

Nah,

 

 

 

Somehow was expecting it already.......thought that C & C deserved every inch of that ....elitist b*#g@%s..... [laugh][laugh][laugh]

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Lightspeed

Lightspeed

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Was thinking of just getting it done at Turf City... (if they can do it)

 

Very sick of CA liao to continue arguing with them [shakehead]

 

For you to check... I gotta go down to Servo? [:)]

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