I am acutely aware that I could end up as being perceived as a frothy-mouthed middle-aged man with an axe to grind against Volkswagen, but I’m afraid I have further evidence of failed customer service by the firm that I feel obliged to take aim at.

Below is the message received by a colleague who owns a VW, confirming the news they feared:

Dear Volkswagen Customer,

We regret to inform you that the Type EA 189 engine built into you vehicle with the Vehicle Identification Number XXXXXXXX you submitted, is affected by software that may cause discrepancies in the values for oxides of nitrogen (NOx) during dynometer runs. Your car is safe from a technical standpoint and roadworthy.

We are very sorry to have broken your trust and are working at full speed to find a technical solution Volkswagen will cover the cost relating directly to this repair.

We will be in touch with you directly to explain what steps are required. We’ll do any rectification work at our cost.

Yours faithfully,