Customer Dissatisfaction of service with Hatfield VW Braamfontein

Hatfield VW Braamfontein

My car, VW Polo Vivo Gp 1.4 Street 5dr, 2016 model, had a mechanical or engine breakdown and a high consumption of petrol than is normal consumption, without any notification or signal in 2017 mid-June. I called VWSA in regards to this matter as the vehicle is still under warranty. They sent a tow truck to collect the vehicle and delivered the vehicle at Hatfield VW Braamfontein in order for them to do diagnosis, and do investigations as to why the vehicle broke down without notification. A month later they notified me telephonically that they managed to fix the cause of the breaking down of the vehicle.

I would say around July or August , I went to collect the vehicle at the dealership, after when they told me that the vehicle was fixed and back to its original state, and drove off. I drove the vehicle for about 2 to 3 weeks and then noted that the vehicle was still consuming to much petrol, (e.g. from Braamfontein to Parktown, I would be required to use R200 for the petrol for return, of which after that the petrol would be consumed or finished.

I notified the dealership technician and the service manager about the consumption of the petrol, and notified them that I would be bringing back the vehicle for service and they should also asses and conduct diagnosis to the vehicle, in order for them to get to the root cause as to this matter.

I spent almost 3 to 4 months without the said vehicle, up until 15 December 2017, when I had to go to the dealership in question. I paid the Dealership R15000 for the courtesy car that I was utilising during this process, of which I had an accident and had to pay excess amount as per their said agreement.

I drove off with my car (VW Polo 1.4 street), on the 15th of December 2017 to my place, at Fleurhof. On the 16th of December 2017, during the cause of the day in the afternoon, I drove to Tembisa, and later parked, (the vehicle was stationary for almost 2 to 3 hours). When it was time for me to return back home, the vehicle didn’t want to start, during that time, it was after midnight 03h00am in the morning. I had to call VWSA Assist, for them to send a tow truck and an additional car to us home.

From the 18 of December 2017, I was in communication with the VWSA Customer Service (Complains Manager), and the dealership (Technician and Service Manager). During the festive season, the dealership offered me a courtesy vehicle to keep me mobilised while they are currently conducting their investigation in to this matter and absorbing all the necessary steps to reach a conclusive decision as to repairing the vehicle.

After returning from the long festive holidays in January 2018, I was notified that the vehicle was repaired and ready for collection. As happy as I was, I went to the dealership to collect the vehicle, and as they convinced me that all the necessary steps where adhered too in repairing the vehicle. I drove the vehicle for almost a month or so (duration not sure, still to be verified), until the vehicle had another breakdown, this was in February the 11th, 2018, still without any notifications or sign, but the engine had sound of a cranking tractor or a diesel SUV.

VWSA and the Dealership were all in communication into this matter, as usual to resolve my claims. They did all they could as they say, because all investigations were conducted and resulting with an agreement between VWSA and Hatfield VW Braamfontein that the original engine had to be replaced. That was done at the dealership, where a new engine was constructed onto the said vehicle.

During the month of April the dealership was currently busy with the registration and clearance of the new engine that is currently inserted onto my vehicle. I was notified word to mouth recently, on the 10th of May 2018, which the engine that has been inserted on to my vehicle has also lapsed or stopped running still without any notification while this vehicle is at the hand of Hatfield VW Braamfontein.

Still to date, I have not yet had any satisfaction in relation to this matter counting. It is almost 11 months, my VW Polo 1.4 Street, going in and out of Hatfield VW Braamfontein, of which the dealers still failing to properly return my car to its original state. This matter are leaving me with dissatisfaction, as weather or not , is the Hatfield VW Braamfontein and VWSA are going to fully return my car to its original state or will the warranty run out so that they return the vehicle with all the damages.

Keeping in mind all the job cards as to what they are currently replacing and repairing are with the dealer. At this moment, I’m still left stranded without any solution, on the side while Hatfield VW Braamfontein is still telling me that they will return to me after they have done with their full investigation. Kindly advise me here, what was Hatfield VW Braamfontein doing for the past 11 months? When they are still telling me that they will investigate??

How long one does has to wait for my car to be fixed?? Considering the fact that it has been over/almost 11 months since my car has been in and out of Hatfield VW Braamfontein with the said period, while still give the same problems over and over again. I am entirely not satisfied with Hatfield VW Braamfontein ridicule and poor service and currently just want the dealership to return my vehicle back in a good condition without any faults or problems, understanding with my dissatisfaction throughout this whole process, as currently I am not a satisfied customer and feel that I am being valued down and not considered when it comes to this matter, of failure to which I intend to take further steps

Whoever reads this, and feels the frustrations and can assist me in anyway, can do so.

Kind Regards Pheto Mokgope ********** 542