NASTF Information Requests

Tracking: 39 Status: Closed
State: CA Name: Jerry
Category of Request: Website Navigation/Administration Manufacturer: VOLKSWAGEN

Inquiry
Have you checked the OEM website?
No
Description of Repair unable to perform
Credit card authorization
Description of Information not available
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
I am unable to purchase a manual. I am not getting payment approval. I tried 4 different credit cards and entered card numbers with and without spaces or dashes. I had this same problem two days ago and it took several attempts to finally get approval for download. It also takes till the next morning to get a response by email and they do not provide a phone number.
Other Comments or Concerns
Notes
Steven Douglas - 8/19/2005 11:06:45 AM
It was very useful to hear the detailed explanation of your experience with credit card authorization on our site. I am glad to hear it worked fine for you this week. I have instructed our web site administrator to review the credit card authorization process. The goal is to have each credit card authorization request go as smoothly as the process went for you on Tuesday. We have not yet been able to reproduce a failure of the authorization process. However, it is important to all of us that the process be robust and that any delay, even if intermittent, be investigated and resolved. Also, you brought to my attention that the billing cycle and invoice process could be improved. I have noted your concern as an action item. In your feedback to NASTF, you noted that email responses to questions sent to our web site were not received until the next morning. I understand your need for quick feedback. As we discussed, the time zone differences play a role in this case. However, I will investigate possible improvements to the response time. Also, you noted that no phone contact is provided. Specifically, you wanted to call someone in the U.S. to discuss questions regarding an invoice. A contact number was provided however it required an international call. As noted in item #1 above, we take this as an action item to improve the invoice process. You also explained that you needed phone support when downloading the service information files in order to quickly resolve an error message. I will investigate the possibility of adding a phone contact for use in this type of situation. As a note, this download process, using the “sealed media” protection is currently in the process of changing. I appreciate your positive feedback regarding the availability of collision repair information for our vehicles. VWoA is continuously working to improve our web site and information availability. Your feedback is sincerely appreciated.
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