August, 2000 my 1999 VW Jetta's cd player began skipping to the point it did not play at all. I contacted my dealership, Northshore VW who informed me that they would replace the part under warranty. The service representative told me that my new cd player would be in stock in a week and it would take about 5 minutes to replace my broken one. I did not receive a phonecall the following week, so I called only to be informed the part was not in and they would call me back when it was. A month went by and I did not hear from them. I finally called them back 6 weeks later only to have the parts manager inform me that cd players were indeed in stock (noone had called me to tell me this). I was then transferred to service to set up an appointment to have the player installed. The service representative told me that I had been misinformed, that the installation of the cd player would not take 5 minutes, but in actuality take up to 2 hours. I could not get an appointment to have the work done until 2 weeks later. Therefore, it had been 2 months since my player had first broken. I brought my car in as scheduled to have the part replaced, only to have the service representative to tell me that I had again been misinformed, that the part was not in stock and they could not perform the work as scheduled, that I would have to come back. This created a huge inconvience for me, as I had to take the morning off from work and I have to go back again! They could not tell me when the part would be in (again, it has already been 2 months!), I have to call them back to reschedule the work yet again. In the future, they should try to make more of an effort to keep their customers satisfied, as I am not.