Good luck but I am not sure it will get you up the line. I wrote something similar in a letter to the Head of VW UK in what I thought to be a humorous/rhyming letter. A year later I am still awaiting a reply. I am not sure they have a sense of humour.
Like I mentioned in my previous reply, I believe you need to mention certain things to get through filters and or to get a humans attention. It worked for me and I thought mine would never be answered either.
Got a response after waiting a while for them to investigate:
“Thank you for reaching out to us regarding your concern about the missing engine cover for your brand new GTI Clubsport. We understand the frustration this situation has caused and sincerely apologise for any inconvenience it has brought about.
Upon further investigation, we have discovered that your vehicle is part of a fleet agreement with Arval. As Arval owns the vehicle, they are responsible for addressing any concerns or issues related to it. Therefore, we kindly recommend that you reach out to Arval directly to discuss the missing engine cover.
Arval will be able to liaise with their point of contact within the Volkswagen network to address the issue and facilitate the sourcing or supply of the appropriate engine cover for your vehicle. We understand your desire to have this matter resolved promptly, and contacting Arval is the most efficient way to proceed in this situation.
Additionally, we have been looking into obtaining the engine cover as a gesture of goodwill. However, due to the ownership structure of the vehicle, it is essential that Arval is contacted first to ensure proper coordination and resolution.
We apologise for any inconvenience this may cause and appreciate your understanding in this matter. If you require any further assistance or have any additional questions, please feel free to reach out to us.
As there are no further actions required from Volkswagen UK, this case is now closed, however, if you require any further assistance do not hesitate to reply to this email or call 0800 699 888.
You may receive a survey about the service that I have provided. This survey is based on myself as a Customer Service Advisor and not the Volkswagen processes or Centres. I would be grateful if you have the time to complete this, as it will help me to provide the best customer experience possible.
Thank you for bringing this matter to our attention, and we hope for a swift resolution to the issue with your engine cover.”
