After sales effect - Shocking and unhelpful service regarding car warranty

A very unhappy and unsatisfied client at this point. I purchased my new VW Polo TSI with Barons Woodmead in 2017 and took delivery of my new vehicle on 31 May 2017. Before taking delivery and upon discussion regarding my sound from my old VW vehicle, I had discussed with Anton Kruger at VW Barons Woodmead (sales rep) that due to warranty reasons which I am fully aware off, are they able to assist with the transfer of my Subwoofer and Amplifier from the old vehicle to the new vehicle to ensure that my warranty will still stand.

It was then advised that this would then need to be done before hand with their installers Rivonia Car Sound who fits all their standard sound in all their vehicles for Barons Woodmead which was then discussed and arranged with Rivonia Car Sound by Barons Woodmead. Below, please see email trail regarding the sound and collection of my vehicle:

"---------- Forwarded message ---------- From: "singh.natasha45" Date: 31 May 2017 09:06 Subject: RE: transport feedback - Collection of Car To: "Anton Kruger" Cc:

Hi Anton

I hope you are well.

Are we still good to go for 10am?

Kind regards Natasha

Sent from my Samsung Galaxy smartphone.

-------- Original message -------- From: Anton Kruger Date: 2017/05/30 13:09 (GMT+02:00) To: "singh.natasha45" Cc: Sheetal Lala Subject: RE: transport feedback - Collection of Car Hi Natasha I will let Rivonia know, the minute the tracker is done Thanks Kind regards, __________________________________________________________________________________________ Anton Kruger | New Vehicle Sales Executive | Barons Volkswagen Woodmead | baronsvwwoodmead.co.za Barons. The Volkswagen People. Barons, a proud member of Barloworld Motor Retail, a level 3 BBBEE Contributor | FSP License Number 11338 Barons, a proud member of Barloworld Motor Retail, a level 3 BBBEE Contributor | FSP License Number 11338 From: singh.natasha45 Sent: 30 May 2017 12:50 PM To: Anton Kruger Cc: Sheetal Lala Subject: RE: transport feedback - Collection of Car This message originated from outside your organization ________________________________________ Hi Anton Just want to provide you with feedback, I've sorted things out with my insurance and all is a go ahead for tomorrow and collection of my car. Sound taken out to be transferred into new car and tracker called me and also advised they will be installing the new device today... Finally:-)I'm so excited and it's been a long wait:-) I'm happy with 10am tomorrow for taking delivery. Once again I would like to thank you for the amazing assistance provided to me and for all your work done. It's really appreciated. Kind regards Natasha Sent from my Samsung Galaxy smartphone. -------- Original message -------- From: "singh.natasha45" Date: 2017/05/29 18:29 (GMT+02:00) To: Anton Kruger Cc: Sheetal Lala Subject: RE: transport feedback Hi Anton Sorry me again, following my below email, alternatively if I can take the car to them over the weekend for the transfer of the sub and amp without affecting my warranty with VW then I can also do that after I pick up my sound once removed from the current vehicle. Please advise? Kind regards Natasha Sent from my Samsung Galaxy smartphone. -------- Original message -------- From: "singh.natasha45" Date: 2017/05/29 16:12 (GMT+02:00) To: Anton Kruger Cc: Sheetal Lala Subject: RE: transport feedback Hi Anton Thank you for the below... Just letting you know that I have spoken to Trisha from Rivonia Car sound regarding transfer of my current sound...she checked with a guy by the name of Evidence who advised that the factory fitted radio connection and speakers can run as is in the TSI and all that would be transferred is my amp and sub...she then advised me that their normal rate for this is R1200 which is for Labour and wiring but will speak to you to see if there is a special rate for VW clients. If there is, then I would like to go ahead and have the amp and sub transferred and can go through to them tomorrow for the removal of that items to be transferred before collection of my vehicle on Wednesday. Trisha also advised that I can then go to them tomorrow afternoon and they can transfer on Wednesday before delivery, don't know if this is possible but when you speak to her you can double check. The front speakers then can be removed after, I don't have a problem with that. Also, the tracker will need to be put in as discussed with Sheetal as I'm going with the offer for VW clients for R199 a month and will cancel my current one and my smash and grab with the 35% darkness. I did mention to Sheetal to ensure that there isn't any bubbles reflecting with the smash and grab:-) Has the new settlement amount been received as yet to ensure that the debit order going off on Thursday will be refunded to me or reversed as discussed last week? Shew I'm like a high maintenance client...lol I'm so sorry for putting you all through this. Kind regards Natasha Sent from my Samsung Galaxy smartphone. -------- Original message -------- Froclientm: Anton Kruger Date: 2017/05/26 16:02 (GMT+02:00) To: "singh.natasha45" Cc: Sheetal Lala , Donna Lee Marshall Subject: RE: transport feedback Hi Natasha They are a little busy this week end My suggestion is that you take delivery of your new car on Wednesday , leave your old car here, I will get it removed on Thursday and let you know when you can collect the sound Please bring the old/original speakers you want back in the car along on Wednesday Ta Kind regards, __________________________________________________________________________________________ Anton Kruger | New Vehicle Sales Executive | Barons Volkswagen Woodmead | baronsvwwoodmead.co.za Barons. The Volkswagen People. Barons, a proud member of Barloworld Motor Retail, a level 3 BBBEE Contributor | FSP License Number 11338 Barons, a proud member of Barloworld Motor Retail, a level 3 BBBEE Contributor | FSP License Number 11338

From: singh.natasha45 Sent: 26 May 2017 03:49 PM To: Anton Kruger Cc: Sheetal Lala ; Donna Lee Marshall Subject: RE: transport feedback This message originated from outside your organization ________________________________________ Dear Anton Thank you so much for the feedback...my Friday has been made:-) When will the sound from my current car then be removed? I'm available this weekend to take the car to them upon approval and arrangement by VW. Please let me know. Kind regards Natasha Sent from my Samsung Galaxy smartphone. -------- Original message -------- From: Anton Kruger Date: 2017/05/26 13:51 (GMT+02:00) To: "singh.natasha45" Cc: Sheetal Lala, Donna Lee Marshall Subject: RE: transport feedback Hi Natasha Your car will arrive with Barons on Monday afternoon We will need Tuesday for fitments etc. All goes well we can deliver on Wednesday I have included the licensing for your insurance so long Will keep you updated Kind regards, __________________________________________________________________________________________ Anton Kruger | New Vehicle Sales Executive | Barons Volkswagen Woodmead | baronsvwwoodmead.co.za Barons. The Volkswagen People. Barons, a proud member of Barloworld Motor Retail, a level 3 BBBEE Contributor | FSP License Number 11338 Barons, a proud member of Barloworld Motor Retail, a level 3 BBBEE Contributor | FSP License Number 11338

From: singh.natasha45 Sent: 24 May 2017 09:40 AM To: Anton Kruger Cc: Sheetal Lala Subject: RE: transport feedback This message originated from outside your organization ________________________________________ Hi Anton I trust that you are well. Just doing a follow up to see how far we are with the car:-) Kind regards Natasha Sent from my Samsung Galaxy smartphone. -------- Original message -------- From: "singh.natasha45" Date: 2017/05/22 19:19 (GMT+02:00) To: Anton Kruger Cc: Sheetal Lala Subject: RE: transport feedback Hi Anton That's perfect...I hope it's all sorted by the end of this week:-) Just waiting to hear on the removal of my sound from my current vehicle. I don't need for it to be transferred now due to any additional costs that will be involved. Kind regards Natasha Sent from my Samsung Galaxy smartphone. -------- Original message -------- From: Anton Kruger Date: 2017/05/22 17:00 (GMT+02:00) To: "singh.natasha45" Cc: Sheetal Lala Subject: RE: transport feedback

AAVZZZ6RZHU070222 unit left Uitenhage with train 22/05 Kind regards, __________________________________________________________________________________________ Anton Kruger | New Vehicle Sales Executive | Barons Volkswagen Woodmead | baronsvwwoodmead.co.za Barons. The Volkswagen People. Barons, a proud member of Barloworld Motor Retail, a level 3 BBBEE Contributor | FSP License Number 11338 Barons, a proud member of Barloworld Motor Retail, a level 3 BBBEE Contributor | FSP License Number 11338

From: singh.natasha45 Sent: 22 May 2017 01:04 PM To: Anton Kruger Subject: Re: transport feedback This message originated from outside your organization ________________________________________ Hi Anton Just checking if there is any news on how far the car is:-) Kind regards Natasha Sent from my Samsung Galaxy smartphone. -------- Original message -------- From: Anton Kruger Date: 2017/05/19 14:21 (GMT+02:00) To: "singh.natasha45" Cc: Sheetal Lala Subject: transport feedback AAVZZZ6RZHU070222 unit in Uitenhage - planned for transport with train Kind regards, __________________________________________________________________________________________ Anton Kruger | New Vehicle Sales Executive | Barons Volkswagen Woodmead | baronsvwwoodmead.co.za Barons. The Volkswagen People. Barons, a proud member of Barloworld Motor Retail, a level 3 BBBEE Contributor | FSP License Number 11338 Barons, a proud member of Barloworld Motor Retail, a level 3 BBBEE Contributor | FSP License Number 11338"

My car is only 8 months old and I've picked up a crackling noise with one of the standard fitted tweeters in the vehicle which was never touched or tampered with, even after I took delivery of my vehicle.

I had booked my car in to Barons Woodmead for Monday, 29 January 2018 for assistance regarding this, upon which I had then received a call from a service consultant by the name of Arlene Padayachy advising me that the tweeter is blown and is not covered under warranty as this is not the standard VW TSI speakers of which I then had advised that it is unacceptable as nothing had been touched or changed regarding the speakers accept for the transfer of my Subwoofer and Amplifier before taking delivery of my new car which was arranged for by VW Barons Woodmead.

Later on in the day I, myself then had to follow up on what is happening and that I needed my vehicle due to not having any transport the next day for work. Arlene then advised that it still stands that it will not be covered and if I wish to go ahead with them ordering and replacing the Tweeter, it would cost me +-R3500 which I declined as no one has that sort of cash for just one small speaker.

She then said its fine and I can come and collect my vehicle at the requested time, between 15h00 and 15h30 and also speak to their Service Manager Tony da Silva as he said that he will. Arlene advised that she also had been liaising with him and trying from her side. Upon collection of my vehicle, Tony claimed to be in a meeting of which I had still waited to speak to him but due to him taking long, I could not wait any longer.

Tony had then only called me back this morning, 30 January 2018 advising me that there is nothing he can do as its not covered under warranty and mentioned that it was tampered with and therefore he is not willing to lose his job for a claim of which he was never requested to do in the first instance. He has also advised that neither will my radio which is standard in the vehicle would be covered should something go wrong in the future, even though I still have another 5years to pay off my vehicle.

I still advised Tony that he can give Rivonia Car Sound a call to investigate this and confirm what they had advised regarding the transfer of the Subwoofer and Amplifier only, as they advised that my Subwoofer and Amplifier has nothing to do with the Tweeter being blown and those standard speakers in the vehicle were never ever touched. Tony had also advised me that I'm welcome to contact their head office in Uitenhage and they will advise me on the same that he has and I can escalate this further.

Once again, I reiterate that the transfer of the Subwoofer and Amplifier was discussed and arranged by VW Barons Woodmead before delivery and me taking delivery of my vehicle. VW Barons Woodmead was billed directly for this transfer due to the special rates agreement they have with their Installer and I only had to pay that amount to the value of +-R1000 on the day of collection.

In closing, one of the reasons I am escalating this (most concerning) is that I am not a specialist on this, however it leaves me concerned as to what else in my vehicle they come back with and give me such issues again and I really want to avoid going through this again.