Notification of Potential Mechanical Defect and Lack of Manufacturer Response – VW Woodmead

Formal Complaint Regarding Warranty Support and After-Sales Service - 02

Chris

My understanding from your WhatsApp message was that the vehicle could be taken to any VW dealership for inspection. (Screenshot available on request?)

Nevertheless, the vehicle will be available for inspection tomorrow at 16 Empire Road / Gauteng SA Police Provincial HQ between 08:00 and 12:00 only, as Monica will be attending meetings from 12:30 to 16:00. Unfortunately, the vehicle cannot be inspected at my home, as there will be no one present during the day.

Please ensure that VW Assist contacts Monica directly on her mobile or via WhatsApp to arrange the inspection, as she has not yet been contacted by VW Assist till now.

I would appreciate your assistance in ensuring this is coordinated as soon as possible.

In closing, I cannot help but question how this process would work if I were travelling in another province when the issue arose. Based on the guidance provided thus far, I would effectively be expected to return the vehicle to the selling dealership, despite reporting the fault immediately. Such an approach is neither practical nor customer-focused and simply does not make good business sense. As a Volkswagen customer, I would expect a clear, efficient, and nationwide support process for a vehicle that is still under warranty, particularly when a concern is reported within days of taking delivery. To date, I have been unable to obtain any meaningful support, investigation, or resolution from Volkswagen. Rather than taking ownership of the matter, I have effectively been referred from one party to another without a clear indication of how the issue will be investigated or resolved.

I am disappointed to advise that during the past 24 hours I have received no formal update, action plan, investigation outcome, or meaningful follow-up communication from Volkswagen regarding this matter. In my view, Volkswagen is failing in its obligation to promptly investigate a fault reported on a brand-new vehicle.

As a precautionary measure and to ensure the matter is properly documented, I have placed OUTsurance on notice of the situation. Should the fault deteriorate, result in additional vehicle damage, or contribute to an incident or accident, there will be a clear record that the defect was identified and reported immediately after delivery and that concerns were raised regarding the continued operation of the vehicle.