Extremely Unsatisfactory Service from Alpine VW Pinetown

Dear VWSA,

VWFS No: ***

My VW Polo TSI 1.0 R-Line DSG was booked in for its 60 000km service on 10 Dec 2019 at Alpine VW Pinetown, KZN. My assigned service agent was Avishkar.

The service was undertaken as required, and I was informed upon collection on the same day that there a problem with my steering rack which required replacement. My service agent informed me that I would need to bring my vehicle back to the dealership, as the steering rack had been ordered and will be required to be replaced. I agreed, and had my vehicle booked in on 13 Dec 2019 for the fitment. I received a call from my service agent on the afternoon of 13 Dec 2019 at approximately 14:30 (with no prior correspondence received), informing me that I should come to the dealership as he needed to discuss some matters with me regarding the fitment of the steering rack. Upon arrival, the service agent informed me that the technician had in fact misdiagnosed the problem with the vehicle, and replacing the steering rack did not resolve the issue. The vehicle would need a steering column replacement. At this point, I expressed my high level of dissatisfaction, as the issue should never have been misdiagnosed in the first place and was a complete waste of my time and VW. I was informed that a steering column would need to be ordered and that I would need to bring my vehicle in for a third time for fitment. Upon my request, I insisted that I be provided with a courtesy car due to the back and forth and inconvenience Alpine VW had caused. My service agent guaranteed that a courtesy car would be made available to me promptly on the morning of bring my vehicle in.

I agreed to bring in my vehicle on 14 Jan 2020, and arrived promptly at 7am as requested by my service agent (Avishkar) once more. The exterior check was completed within 10min, and I was ready to depart Alpine VW at 07:10. I was then informed that the courtesy vehicle that I was promised back in December 2019 was out of fuel, and that the fuel bowsers would only be unlocked at 07:30. Despite my frustration given that this appointment and arrangements were made well in advance, I accepted that this was out of my control and remained patient. At around 07:45am, I was still yet to receive a courtesy vehicle and complained directly to my service agent, as well as other agents around me. At no point did a manager come to liaise with me, despite my numerous requests. I was further informed by my service agent that there was a backlog due to a faulty vehicle from the day before, and it may take more than a day to replace my steering column. Once more, I expressed my dissatisfaction as arrangements had been made well in advance and I could not accept this poor level of service. To appease my complaints at this point, the manager at Alpine VW provided me with his own VW (via another service agent and not himself directly) to use as a courtesy vehicle and I left the dealership feeling very dissatisfied.

Approximately 10min from departing Alpine VW, I realised I had left my house keys on my vehicle keys and returned to the dealership to collect them. For approximately 30min, Alpine VW could not locate my car keys. We began the search frantically, until my keys were eventually found in the service area (despite my car being outside the dealership) sometime later. I once again expressed my utter disgust at the manner in which my appointment was being undertaken, and the poor level of service of the staff members involved. I received a call from my service agent at around 14:30 informing me that the steering column has been replaced, but it is unlikely that my vehicle will be ready for collection on the same day, and that it would be ready on the morning of 15 Jan 2020. On 15 Jan 2020, I received a call at approximately 09:30 from my service agent informing me that several bolts were required to reassemble my vehicle, and that no VW within KZN had stock, apart from the South Coast region. My service agent further stated that as a result, my vehicle will not be available for collection, and will only be ready on 16 Jan 2020.

I am absolutely appalled and dissatisfied at the level of service I have collectively received from Alpine VW on three separate occasions on a single job number. I have requested the details of the manager at Alpine VW to raise this complaint with him/her directly, but am yet to receive as such from my service agent. I implore VWSA to please urgently intervene and assist as best possible, as I will not be taking my vehicle back to Alpine VW in the future due to the manner I have been treated. My job card has now been opened for more than a month.

Your assistance and intervention would be much appreciated.

Regards, Nishkar Maharaj ***