Hi Diane,
Sounds like you have at least covered the basics by contacting the dealership and cust assisistance.
I'm still a little unsure of exactly what's causing the odor itself, if it's a mechanical component that has some how leaked into the carpet then I don't see how they can say it's wear and tear.
They said it was the sound absorber? I assume that what they are speaking of is the material that's attached to the back of the carpet?
If that's the case then it's certainly not a wear and tear issue, and something that's out of the customers control.
If it's just the carpet due to unknown odors then perhaps they may be right.
Still--the manufacurers can do almost anything they want to assist customers, in automotive jargon it's refered to as Goodwill Assistance.
Meaning it may not be under warranty but they pay for the repairs as goodwill, just to help.
If I'm correct the vehicle came with a 2/24 warranty, then another 2/24 for the certified warranty, which if this is the case then you may be close to the expiration period. But since you've taken to a delaership then I don't beleive that's a major issue, especially considering they have already denied the repair.
I'd be curious to know what the dealership estimate consisted of, was it to replace the carpet only?
How much was the cost?
Here is a suggestion:
Read the warranty closely, this should be listed in your owners manual and see if states wear and tear and specifically the carpet.
(Considering it's a Certified VW, you were supposed to have an owners manual when you bought it)
If the dealership is unwilling to help, or can't for some reason then I would ask the service manager of the dealership if you can meet with the District Service Manager of VW.
I don't understand why the service manager didn't at least offer to call him/her on your behalf in the first place, I've done that many times. (Well actually I do know why they didn't)
They routinely make visits to the dealerships, usally once a month but varies greatly from the different manufactuers.
If successful in meeting (or at least a phone call from him/her)it's best to take a diplomatic approach and not a do this or else attitude.
DSM's deploy this type of reaction and are less likely to help. (I know this for sure--I've seen them say no to customers just because of attitudes, even when in my opinion they should have helped)
Explain the circumstances, if the odor is due to the sound absorber (as they call it) then how can this be a wear and tear issue? It's no fault of owner.
Also explain that you have your vehicle serviced at the dealerships ( doesn't matter which one) and make him/her beleive that you are a loyal customer.
They have to have a reason to help you--and the best one is future business, rather it be in sales or service.
If they believe that you are never going to buy another or have it serviced at the dealerships then they have no reason to help--other than they should it sounds to me like.
The DSM actually has more control than consumer relations in most cases, but if the dealership is unwilling to assist with a meeting then call customer relations back and ask to meet with him/her.
Don't bother trying to get the phone number to contact the Dsm yourself, it'll never happen.
As I said earlier, I'm still unsure of the exact nature of the cause, it appears to me that if it's the backing on the carper, especially since there are other complaints then this should be a warrantable item.
If they refuse to assist with 100% of the cost, then perhaps they will at least pay for the carpet, you pay for the labor or something of that nature. Been there done that as well.
Last resort is to contact the local BBB, but this may have consequences as well, especially if it's against the dealership where you have it serviced.
If you do this I would explain to the service manager that it's not because of him/her but against VW.
Hope this helps,
Jerry Christopher
www.usedcarwise.com