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There’s a special kind of frustration reserved for those who love something that consistently disappoints them. It’s the automotive equivalent of a toxic relationship: you know you should walk away, but something keeps pulling you back. For electric vehicle owners, this dynamic has taken on new dimensions.
The cars themselves often represent the future, but the service infrastructure remains stubbornly rooted in the past. Dealerships that spent decades perfecting the art of oil changes and brake pad replacements suddenly find themselves grappling with software updates and high-voltage systems.
The result is an unfortunate series of errors.
Joe Matteo’s recent experience with his VW ID. Buzz perfectly encapsulates this. His Facebook post went like this:
“VW called me several times on Monday to ask me to bring my ID Buzz in for a software update. I said just the software update, no recalls: they answered yes.
I scheduled it for Tuesday morning drop off.
Later on Monday, I got an email from VW wanting me to confirm my appointment for Wednesday for the two recall notices (brake indicator and third row width).
I call VW and ask how many appointments they expect me to show up for.
They apologize and state I’m good for Tuesday. But could not send me an email confirmation when asked.
I drop the Buzz off on Tuesday morning. I hear nothing from VW all day.
I called VW midday on Wednesday and asked for a status. Turns out there is only one Tech person who handles ID cars, and there was one in front of me. They should get to mine on Thursday, and they will call me when the work starts.
Thursday: no updates.
However, I do get an email on Thursday from VW asking me to rate my service on my Wednesday appointment!
Not sure if a zero rating was allowed, I just deleted the e-mail.
On the plus side, thanks to this Facebook page, I was prepared for it not to get done in a realistic time frame.
I’m just surprised how incompetent VW seems to be.
The thing is, I do LOVE my ID Buzz, so I will be patient.”
The timeline alone is staggering. Multiple phone calls, conflicting appointments, a single technician for an entire brand’s electric lineup, and the crowning absurdity of being asked to rate service that hadn’t actually happened yet. It’s the kind of organizational dysfunction that would sink most businesses, yet somehow persists in the automotive service world.
Matteo’s experience reveals the fundamental disconnect between VW’s ambitions in the electric space and their ability to support those ambitions with competent service infrastructure.
Experiences Taking Electric Cars To Dealerships
- Many dealerships have only one or two technicians trained on electric vehicles, creating bottlenecks for even simple software updates and routine maintenance.
- Traditional dealerships are struggling to adapt service processes designed for internal combustion engines to the needs of electric vehicles, leading to extended wait times and communication failures.
- Unlike Tesla’s over-the-air updates, many manufacturers still require physical dealership visits for software updates, creating unnecessary service appointments and customer inconvenience.
- The rapid pace of EV technology development has outpaced dealer training programs and parts availability, leaving service departments unprepared for common issues.
What makes Matteo’s story particularly telling is that he came prepared for disappointment. As he noted, “Thanks to this Facebook page, I was prepared for it not to get done in a realistic time frame.” This speaks to a broader phenomenon in the EV community: owners sharing horror stories as a form of mutual preparation.
The Facebook groups and forums have become support networks, places where owners can vent their frustrations and warn others about what to expect. It’s a damning indictment of the service experience when customers need to prepare themselves psychologically for incompetence. This pattern isn’t unique to VW, as owners of other EVs have discovered when stranded with dead 12V batteries and facing weeks in the shop for basic repairs.
The comments on Matteo’s post reveal that his experience is far from isolated. Other owners shared similar tales of extended waits, with one noting their vehicle had been at the dealer for two weeks and was still waiting. Another owner described how even the dealership service person questioned why they bought the vehicle, given the recurring issues.
The most telling comment came from someone whose vehicle had been at the dealer since Tuesday for a brake software recall, but couldn’t complete the third-row work because the seat was stored in their garage. By Friday, with no word from the dealership, they knew they’d be waiting into the next week. These aren’t isolated incidents but systemic problems that reveal a service infrastructure unprepared for the realities of electric vehicle ownership.
The contrast with other brands becomes stark when you consider the evolution of automotive service models. Tesla owners have grown accustomed to over-the-air updates delivered to their driveways, with most service calls handled at the customer’s location and vehicles rarely kept for more than 24 hours when shop visits are necessary.
This highlights one of the fundamental advantages of Tesla’s approach: eliminating the need for service visits entirely for software updates. While other manufacturers have been slow to adopt this capability, Tesla has been refining it for over a decade. The result is a service experience that feels genuinely modern rather than like a relic from the internal combustion era. However, even Tesla isn’t immune to service challenges, as some owners have discovered with navigation failures leading to expensive towing bills.
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The service quality differences aren’t about geography or resources, but about fundamental approaches to customer service and operational efficiency. Some manufacturers have embraced the reality that electric vehicles require different service models, while others are trying to force new technology into old frameworks.
Even premium brands like Porsche, while better than VW, still lag behind Tesla’s service innovation. This suggests that the problem isn’t just about training technicians or stocking parts; it’s about reimagining the entire service experience for the electric age.
When service experiences are so poor that they drive customers to competitors, it’s not just a customer service problem; it’s an existential threat to the brand. The EV market is still young enough that early experiences will shape brand perceptions for years to come.
Companies that fail to provide adequate service support risk losing not just current customers, but entire generations of potential buyers who hear these horror stories and choose alternatives. One commenter expressed relief at choosing a Kia EV9 over the ID. Buzz, represents the ultimate vote of no confidence in VW’s service capabilities.
The tragedy in all of this is captured perfectly in Matteo’s final line: “The thing is I do LOVE my ID Buzz, so I will be patient.” This sentiment, echoed by many EV owners, reveals the fundamental tension at the heart of the electric transition. The vehicles themselves often represent genuine breakthroughs in design, efficiency, and driving experience.
The ID. Buzz, in particular, captures something magical about the original VW Bus while adding modern safety and electric propulsion. But loving the product doesn’t make the service experience any less frustrating. In fact, it makes it worse because owners want to support these vehicles but find themselves constantly battling the infrastructure meant to support them. This challenge extends beyond individual experiences, as the broader VW ID. Buzz market reception has faced headwinds in the US market.
Volkswagen ID. Buzzz Ownership Experiences
- Owners consistently express deep affection for their vehicles while simultaneously documenting serious service shortcomings, creating a complex relationship with the brand.
- Facebook groups and online forums have become essential resources for owners to share experiences, set expectations, and provide mutual support through service ordeals.
- Owners frequently compare their experiences to Tesla’s mobile service and over-the-air updates, highlighting how far behind traditional manufacturers have fallen in service innovation.
- Poor service experiences are driving some customers to consider competitors, potentially undermining VW’s electric vehicle ambitions despite having compelling products.
Matteo’s story is ultimately about more than just one frustrated customer and one incompetent dealership. It’s about an industry in transition, where the technology has evolved faster than the support systems. It’s about the gap between automotive ambition and automotive execution.
And it’s about the patience of early adopters who love their vehicles enough to endure service experiences that would send most customers running back to their old gas-powered cars. The question isn’t whether these problems will be solved, but whether they’ll be solved quickly enough to avoid damaging the brands that are trying to lead the electric transition.
For now, owners like Matteo continue to love their vehicles while hoping that someday, the service experience will be worthy of the technology they’re supporting. The industry’s success in the electric future may well depend on closing this gap between product excellence and service competence, as more owners face similar challenges with EV service delays across multiple brands.
Noah Washington is an automotive journalist based in Atlanta, Georgia. He enjoys covering the latest news in the automotive industry and conducting reviews on the latest cars. He has been in the automotive industry since 15 years old and has been featured in prominent automotive news sites. You can reach him on X and LinkedIn for tips and to follow his automotive coverage.
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Source: torquenews.com
