Golf VI GTi ABS failure - Mccarthy VW Umhlanga & VWSA - Poor service delivery

<p>I have a 2009 VW Golf VI GTi which has a full service history by approved VW dealerships in Durban (Alpine, Barons and Umhlanga)</p> <p>I utilize my vehicle daily and on Friday 26/08/2016 my vehicle was parked off in the afternoon after my daily routine without any fault codes appearing on the dash.</p> <p>On Saturday 27/08/2016 afternoon (15:00) when I first started the vehicle I noticed that the following warning lights flashing on the dash (ABS, Traction control and handbrake), and there was a warning buzzer that sounded and went off. A warning also appeared on the dash "Brake Fault - Workshop". I checked the vehicle for any possible leaks, and also checked the brake fluid which during inspection I noticed was a dark black colour, which appeared strange to me as it had just went in for a brake fluid flush and change less than a month ago at VW Umhlanga. I could not do anything at this stage as the dealerships where closed.</p> <p>On Monday 29/08/2016 I took my vehicle to the closest dealership (Umhlanga) as they had last worked on the vehicle - Services carried out previously included 150000km Interval service, and brake fluid flush / change as mentioned above. I booked the vehicle in, which amounted to R910+vat for a diagnostic test to be conducted. I also advised them to check and advise why the brake fluid was the dark black colour as it had just been changed recently.</p> <p>After the test was conducted, Service Advisor ****ha Singh called me stating that the "ABS pump was defective" She also advised that the cost to replace the pump is R41000.00 and mentioned that the colour of the fluid was normal, this was also confirmed by Bruce (QC).</p> <p>I then questioned, how does this become pump become defective, and what could be the causes of this malfunctioning, to which I received an inconclusive answer.</p> <p>Something that is also of concern is that the Technicians report states "brake fluid dirty" (contradicting statements made by Service advisor, QC, and Technician) and as mentioned above, the fluid was replaced less than a month ago and from my experience it should not be this colour.</p> <p>Getting no joy from the dealership, I decided to liaise with VWSA for some information on these points of concern (First email to VWSA was on 30/08/2016). I dealt with Zukiswa Mtywara from customer care as well as Alex Kagande from the managing director’s office. I asked them numerous questions in point form which will be easy to understand, and respond to. However on a few occasions they failed to answer some of my questions. The most important question that I wanted an answer to was”Can an ABS pump become defective/ fail prematurely due to dirty / contaminated brake fluid?” which to date, I still do not have an answer.</p> <p>Note that this is going on for days and I am using up my company time to do this. It is appalling for a big organization like VWSA to not be able to comprehend questions and give me straight answers. I have also addressed an email to Mr Thomas Schaffer Managing director via the customer care forum as he does not have a direct email address. I am eagerly awaiting his response.</p> <p>I, as the customer went one step further (Again using my company time, which is unfair. This should have been done by VWSA if they were incapable of answering a question, and not avoid it) and contacted the manufacturer (ATE in Germany) on 07/10/2016 for assistance on the part in question. I posed the exact same question that I asked VWSA to ATE Germany, and within that same day I was given an answer. ATE Germany was able to comprehend my questions and answered them in point form to avoid confusion. The response from ATE Germany was that “The dirty / contaminated brake fluid can cause the pump to fail”</p> <p>I have communicated this with VW Umhlanga stating that they should take responsibility for the premature failure of the ABS Pump and any other parts affected as they had last worked on this vehicle.</p> <p>At first I dealt with Deon Furbur who was standing in for a short period while the service manager James Candey was away (10/10/2016 first email). Deon was professional, and always kept me updated while trying a few different approaches to resolve the problem. I was only made aware that Deon was no longer at Umhlanga dealership after calling to find out the status from my last communication with him, and was told that James will be taking over. James rep**** on the 01/11/2016 stating that “We regret that we could not obtain assistance for the ABS pump replacement on your vehicle. The age being a negative factor.” If the age is a factor, why am I even servicing my vehicle at a VW approved dealership? I am more than capable of doing the services on my own at half the price with the assurance of the service actually being done with quality products and workmanship. James also advised that he wanted to fit a second hand part, which I feel is not fair as there are no guarantees.</p> <p>My last communication with VW Umhlanga was 07/11/2016 when I tried to get a hold of the dealer principle Emmerentia Demmer to schedule a meeting, who didn’t seem to want to take my call. I left numerous messages with the receptionist Chennelle at 08:10am and again at 10:50am. To date I have not received any feedback or call.</p> <p>I also wanted to advise them of the experience that I encountered over the weekend during a drive to the south coast with my family in the car. I engaged the foot brake, and it went all the way down to the floor and then back up again. I have been stressing time and time again that this is a health and safety hazard, but it seems VW are not taking this problem seriously. If I had crashed who would take responsibility?</p> <p> What I would like from VW Umhlanga before the end of November 2016</p> <p>1. Replace all damaged parts as they mention from the diagnostic report, ABS Pump and ABS Module at their cost. (NEW FACTORY PARTS MUST BE USED)<br />2. Flush and clean out the dirty brake fluid, also do a thorough inspection for any blocked brake pipes, damaged plungers, master cylinder check and operational etc. before filling new DOT4 brake fluid.<br />3. Do an overall check for any other parts that may have been affected and replace if necessary. </p> <p>What I would like from VWSA</p> <p>1. Feedback from Mr Thomas Schafer and team. </p> <p> </p> <p>Thanks</p> <p>Mr Paveshn Chetty</p> <p>Dissatisfied VW customer</p>