Slow recall errors, Volkswagen was heavily criticized in Australia ~ car loan

After the decision to withdraw 26,000 vehicles in the Australian market by German automaker Volkswagen (VW) on 12/6 last for the gearbox fault, instead of getting a share from the client, the giant automaker suffering from anger and criticism due to the slow response.

In 2011, a serious accident occurred on a highway near the city of Melbourne in Australia. A 32-year-old woman driving a 2008 VW Golf lives suddenly decelerate abruptly behind the truck collided. Car owners did not survive the accident. After the incident, many customers have complained similar cases met with his car but did not receive the attention of automakers.

Until today 12/6 last German automaker recently released a decision to withdraw 26,000 of its luxury cars Golf, Jetta, Polo, Caddy and Passat are manufactured from month to month 9-2011 6-2008 sold in Australia. The cause is determined by the incident happened inside the box can lead to transmission interruption. Similarly, Audi also announced the recall of 6,000 cars for model A1 and A3 errors.

However, many car recalls the daily happening of the other automakers, the story will be like the sky after the storm, but in this case VW would be like going into the storm crisis. Communications Specialist Patrick Southam - President and co-founder of the Law Office GSG - VW has criticized "asleep in glory" when being considered as the world's No. 1 automaker. "One of the first rule of crisis management is transparency. VW, though is a great brand but missed that opportunity. It's surprising the company to this place. " He said VW will pay dearly for this slowness.

Service recovery slow and tricky relations with VW customers also receive attention from the media do. Gabriel McDowell - Director Res publica known among Australian PR commented: "Communication is the key to all problems in crisis management, and the biggest challenges for a company in a state to collect product recovery is public information and transparency to all stakeholders, should not allow the lack of information, or make their customers feel unsteady, be left. "

Peter Webster - former Marketing Director of Toyota - concurred saying decisive action, fast and adequate notice is how "being transformed into" witness protection plan and is the best brand. "I do not know what's behind the scenes of VW, but the problem is why they let that happen. This is really a PR disaster. "

Webster said: "It is a real recovery routine in the automotive industry, and it is easy to accept the manufacturers know what they are doing. In recall 12,000 Prius in 2012, Toyota employees have continuous meetings in the morning, then the calls to customer inquiries. All the jobs are not recorded in the press, but it still takes place silently. "He said that the cost of the 26,000 test car, plus administrative costs, the cost of replacing parts if necessary, transport workers and may cause manufacturers to lose millions of dollars. But this figure is only "grain of salt" than "ocean" profit from the brand.