Service Department Too Busy to Look at my Warranty Vehicle

I have never experienced such poor customer service from a dealership - VW Barons Tokai.

My vehicle has fewer than 50,000 km on the clock, is still under warranty, and has now been back to Barons VW Tokai three times for the exact same issue—the engine warning light. The second and third occurrences have been within the space of two months.

The previous time the engine light came on, I had to wait three weeks just to get a booking, after which the dealership kept my vehicle for 10 days. During that time, my service advisor never proactively communicated with me. I had to chase every update myself. To make matters worse, she repeatedly confused my vehicle with another customer's gearbox issue and kept giving me incorrect information until I reminded her what my vehicle was actually booked in for.

This latest experience has been even worse. After dropping the vehicle off, I called for an update only to be told by the same service advisor that they were too busy to even look at the car and that they would let me know when they had time to deal with it. That is simply not an acceptable response when a customer has entrusted you with a vehicle that is under warranty and has a recurring fault.

I escalated the matter to the dealership manager, expecting some accountability or concern. Instead, I was told the problem was "most likely the quality of the fuel" I was using. For a vehicle that has repeatedly presented with the same fault while under warranty, this felt like an attempt to dismiss the issue rather than investigate it properly.

After three unsuccessful attempts to resolve the same problem, I explained that I had lost confidence in their ability to diagnose and repair the vehicle and suggested that perhaps I should trade it in. Interestingly, this was the first time anyone seemed genuinely eager to help. Within a short time, I received calls from two different salespeople trying to sell me a new vehicle.

That says everything about this dealership's priorities. When you need after-sales service and warranty support, you're treated as an inconvenience. Mention buying another car, and suddenly everyone has time for you.

I expect far better from an authorised Volkswagen dealership. Based on my experience, I cannot recommend Barons VW Tokai. Their communication, customer service, and handling of warranty issues have been extremely disappointing, and I have completely lost confidence in both the dealership and their ability to support their customers after the sale.

I still have no idea when the vehicle will be attended to.