Brand New Vehicle Issues

I Tyler Joharie purchased a brand new Volkswagen Polo 1.0 tsi dsg comfortline on 29June 2019.

After a month, I noticed a funny noise coming from the suspension. I immediately notified Volkswagen McCarthy Durban (August 2019). I then booked the car in to be checked. After two days I was called to collect the car and was assured that the car has been fixed specifically the problem with, the noise, which came from my suspension, had been resolved. I collected the car and while driving home had noticed that, the noise had not been sorted. I notified Volkswagen McCarthy and Volkswagen South Africa about this issue and that safety was a great concern. The car was booked in on 22 August 2019 and the service department informed me that my brake pads would be replaced. I was told by the service advisor from McCarthy Volkswagen Durban to pick up the car, which I did on 22 September 2019. While driving 4 October 2019 I noticed a shudder on my steering and then booked the car in for the second time on 7 October 2019. Volkswagen McCarthy informed me the cause of the shudder was due to harsh braking. From my experience and understanding when changing brake pads, you need to skim or replace discs as well. I picked the car up on 14 October 2019. After a few days, the noise occurred and was louder than before, after new disc and pads have been changed. I notified Volkswagen McCarthy Durban and Volkswagen South Africa that safety is a big concern and that I no longer what this vehicle.

I then had a meeting with McCarthy Volkswagen’s principal dealer on 28 October 2019 and was informed by the service manager that they will change the complete braking system and if the problem is not solved he would then submit a car exchange from Volkswagen South Africa as the vehicle is no longer brand new but a used vehicle and that Volkswagen must agree to pay for the shortfall. I agreed with McCarthy Volkswagen Durban that they may change the braking system and if it fails, I will not be taking the vehicle back and that they would send a request for a car exchange. I was informed by Volkswagen South Africa on 28 October 2019 that the parts would take up to 10 workings days as there were no parts available in the whole of South Africa and that parts had to come from Germany. Two days later on 30 October 2019. I was informed the car is ready for collection. The braking system was changed and not even a day later the same noise occurred but much louder than ever. I notified both Volkswagen South Africa and Volkswagen McCarthy Durban that I do not want this vehicle, returned it immediately on 1 November 2019, and notified both parties that it is a safety issue for me. I allowed Volkswagen to fix the car three times and they have failed, I was then notified by Volkswagen McCarthy Durban that they would not be changing the car and will be changing the braking system again. My family and I have been loyal customers of Volkswagen McCarthy Durban and purchased more than ten vehicles over the last ten years.

Over the last five months, I have had the vehicle in my possession for not more than two months and the other three months it has been with Volkswagen McCarthy Durban’s dealership. I battled getting a courtesy car, which caused great inconvenience, as I was unable to go about my day-to-day responsibilities. When I asked who would compensate me for the months I have been paying without a car? All they could say was sorry for the inconvenience and thank you for your patients. This issue will be going on for five months and still the matter has not been resolved my advice is do not buy from Volkswagen or Volkswagen McCarthy Durban as their customer service is terrible and not up to client satisfaction. I feel safety is a big concern for me and Volkswagen does not know what is wrong with the vehicle and are assuming it is the braking system. Vehicles make noises in motion and not while braking and using it as trial and error hoping to find the problem by installing optimization brakes. Once again, safety is a great concern and it has just been proven that I have been sold a defected product, which I have given Volkswagen McCarthy three times to try to resolve but have failed. I refuse to take the car back and respectfully notified Volkswagen McCarthy Durban to change the vehicle whether or not Volkswagen South Africa agrees or not. I purchased a new car for comfort and safety and have had nothing but endless problems and poor services.”