Volkswagen Customer Service

This number is a general customer care number for Volkswagen’s U.S. operations. Hours of operation for most inquiries are 8 a.m. to 7 p.m., Monday through Friday, but you can also be connected to a 24-hour roadside assistance agent via this line.

When I called this Volkswagen number, I was immediately greeted by an automated message that almost sounded like it was already in the middle of describing my options. After listening to the exhaustive list of choices, I can understand why VW was so anxious to get right to it. There are a lot of potential reasons a customer might call, and Volkswagen seems to be aiming to attend to nearly all of them. 

The initial automated menu provides options for customers looking for information about vehicle payments, customers with questions about VW’s mobile app, drivers looking to speak with a roadside assistance agent, and more. There is also a catch-all category for other inquiries.

In addition to the menu options, the automated instructions also give you details on how a caller might get information from Volkswagen’s website. For example, they offer instructions for where and how to log into your online VW credit account if you’re calling about vehicle lease or payment issues.

I was hoping to locate information about the nearest licensed VW service facility, so I selected the “other inquiries” option from the primary menu. I was then taken to a secondary menu, which, again, offered a host of choices. Unfortunately, none were exactly what I was looking for, so I again selected the “other inquiries” option from this secondary menu.

Unfortunately, this choice seemed to put me in a loop, as I was re-presented with the same menu of options I’d just chosen from. When I again chose “other inquiries,” the phone began to ring, giving me hope that perhaps I had made my way out of the dense menu system.

Instead, after a couple of rings, I was connected to VW’s hold music. The hold music itself was unobjectionable, but unfortunately, the system provided no clues as to how long you might wait to have your call answered. In my case, I waited for between 5 and 10 minutes before I was connected to a live customer service representative. 

The rep I spoke with was calm, pleasant, and happy to direct me to the nearest certified Volkswagen repair shop. He also provided me with instructions on how to find this information myself on VW’s website should I ever need it again.

Volkswagen’s automated menu seemed to me to be trying to do too much. Had I been a customer in need of immediate roadside assistance, I would have been annoyed to be listening to menu options about VW leasing and credit options. That said, I did ultimately get the information I was seeking from my call. It just took a bit of a journey to get there.