Disappointed with Alpine VW Pinetown Service Center

23 July 2019

My car was in for a service Thursday 11 July 2019. Monday 15 July 2019, I saw that my splash shield underneath my car was falling off and dragging underneath my car. A friend helped me remove it so that I could continue to drive safely without it dragging. We were unable to reattach it because 2 of the 6 *****s are missing, 2 were *****ed in and 2 were present but weren’t *****ed/attached to the vehicle and the clips underneath were facing the wrong way, other clips are missing. The splash shield is badly sc****d, bent and cracked.

It looks like the last step of the service to reattach this was rushed and has given me a bad impression of the rest of the service. I am very disappointed. I have always spoken highly of Alpine when friends and family question why I take my vehicle there, saying that they are a ‘sausage factory’. I have been happy with my previous services and the smooth check in procedure. I am unhappy with the shoddy job and the inconvenience this service/experience is causing me. I have a long inflexible working day and make special arrangements to be picked up and dropped off on service days.

Tuesday 16 July 2019, I emailed *** to express my disappointment and attempt to resolve this problem. I received no response. Wednesday 17 July 2019, I emailed the same email to the dealer principle at *** and received no response. Thursday 18 July 2019, I phoned Alpine VW and spoke to Junaid. He was apologetic and agreed that the damaged splash shield should be replaced and attached correctly. He said that if I came in early on Friday morning that the shield would be replaced and attached while I wait and I could still get to work on time. Failing that, he would arrange for me to get a lift to work.

Friday 19 July 2019, I was at the service center just before 7am as arranged. After a short period of confusion because it had appeared that I had arrived without a ‘booking’. They found Riaan, who was expecting my arrival. Riaan was polite and helpful. After inspecting the damaged splash shield with me, he confidently told me he would be able to sort out the problem while I waited and invited me to wait in the service lounge and have a cup of coffee. (As an aside and additional insult to injury, the coffee machine was not working.) When Riaan returned my vehicle to me, I examined the splash shield. He had replaced the original damaged splash shield and because of the damage and missing clips he had attached it with cable ties. Riaan was apologetic as Junaid had not made him aware that he had to put a new splash shield on. Junaid was not available to talk to so Riaan kindly got me Junaid’s direct line. When I phoned later, I was unable to get through to Junaid. Various people answered and attempted to ‘put me through’ I tried asking a few times if I could leave a message I was repeatedly prompted to phone back later. I eventually asked for Junaid’s email address.

Friday 19 July 2019, I emailed *** and cc the service managers, *** and ***. I expressed my disappointment that his issue has still not been resolved. Today is Tuesday 23 July 2019. I still have not received any call or email from Alpine VW Pinetown to resolve this issue.

I would like a new splash shield securely and correctly attached at the expense of Alpine VW Pinetown.