Dear Sirs,

Ref Touareg Chasis Number XXXXXX

The above mentioned car was purchased New from the dealer in Las Palmas, Canary Islands, Spain in October 2.005. In 2.007 we moved to Dubai and brought the Car over.
Generally speaking the Car has behaved well apart from the usual complaints of timing and high costs with servicing.

On the 13/02/11 the car went in for general servicing and checking of an Oil leak. After some time on the 02/03/11 the car was given back to me after an expensive Invoice, and the delay was due to lack of service parts at the Official VW centre in Dubai.

The day after delivery I start hearing some Water noises in the car, and as we had some bottles of water in the boot assumed it was that. A few days later my driver informs me that there is a leak of water into the car. I am surprised and think it might be an occasional thing from car washing or something.

The problem carries on, and the carpets suddenly are soaked in water. The driver is informing me about this as I am away traveling.

I assume that maybe in the last servicing one of the technicians left some pipe wrongly tied up causing the leak, as this does not seem a normal problem. After I get back the next day (31/03/11) I take the car to the service centre

At the service centre I meet the service agent, followed by his supervisor, and then his manager, and without any explanation about the problem they all seemed to know the problem. What does this mean? This is a frequent problem and it is not checked for!

The manager explains the problem to me, the water of the AC, goes down a tube into a recipient and this once it reaches a certain level triggers a mechanism to open the bottom part of the recipient and it expels the water. He explains that they have seen in the Touaregs that after some time it is common for this opening to be blocked and then the water does not get expelled properly, and the water then gets drained into the car, wetting all the carpets and then being sent below the carpet, where it just stays.

There is no doubt that the water is retained in the car somewhere, as when you drive you can feel the heaviness, as well as hearing the water moving around somewhere below you.

Problems exist, we all know this, but it seems this was a problem that was already discovered and has occurred quite a few times. Maybe not enough times to call the cars in for Complimentary servicing and repairing the fault, but maybe it has not occurred enough because the problem maybe takes time to develop, and now that the model has more than 6 years, it is when it starting to be apparent.
There is no doubt that everyone knew about the recurring problem and I was also told that the service centre had sent a report to the factory informing of this to correct in the next versions.

No doubt this is a technical fault that should have been tackled before the fault led to this problem, but I guess there is a cost involved in recalling the cars, and solving the issue for free.

For me it is the inconvenience of being car-less for a few days more (last month it was 3 weeks) apart from the cost involved in the repair.

I look forward to hearing from you to see what suitable solution you see to compensating me for this problem, and what measures you will be taking so other customers are not affected.

Sincerely Yours,

Rajan