Poor Service culture

I took my car to Vw Lindsay Saker, late last year , during the festive season, to be serviced. The car initially had a water leak that was rather random and strange.

I booked the car in and a few days later, I went to fetch my car, only to find that now (not only was the issue unresolved but), it had developed a random oil leak that I could not explain. Whenever and wherever I parked the car there was an oil streak or oil spill. I took the car back, only to realize that I was not the only complainant upon delivery, as I found another upset customer (I overlooked this warning). I left my car there for no less than 3 weeks, minimal communication and updates. In mid Jan, I was told that now I needed to bring it in the car for a major service and the engine top needed to be taken off, for a deeper look. (I never got to the real reason why there was an oil leak as it never leaked pre the service booking). But the oil leak matter was resolved and yet I was made to pay for it. I did not understand but I let it go. I rushed off as I was under time pressure but for once the typical checks were not made (bonnet was not opened). I later realized why, it was not opened at the dealership. Something else was broken. There was a broken release catch, for disconnecting the bonnet. I communicated with their customer service regarding the matter. The guys knew it was working, it was not recorded as broken on the pre-service inspection sheets. It was not the first time bringing the car here, but they returned it broken and ignored the matter. I spoke to the service advisor / assistant manager. I made a call to VW-SA customer care center, to further escalate the matter, they advised me to make follow ups. Later they too stopped responding to the matter/ emails. I left feeling ignored, with no satisfactory response to correct their wrongs. This was an error that they had made, but pretended it never happened while the car was in their hands. (It was at this point that I recalled the other customer’s words) A few emails later they rep**** and said "The foreman had no problem opening and closing the car's bonnet" – Implying that ALL IS WELL. This was obviously when the release catch worked, before someone in the workshop broke it.

At this point, I had sent the pictures I had sent screen grabs that reveled the date and time of the pics. What I said and showed was not entertained. Ever since I have struggled to manage the car’s needs as the engine heats up when I drive and placing my hands directly on the metal areas to open the bonnet without the use or aid of the release catch to release the bonnet/hood, of the car is a challenge and now it’s a headache to manage the vehicle's engine related needs and checks.

I find it very disappointing and distasteful when I pay a full service price, expecting good or decent service and yet I receive such a halfhearted shoddy service like it was a free or unpaid service. Is there any wisdom to take my car there, knowing the potential disinterest and poor response. I fear that something else may break if it does go there anyway.

I feel ever so dejected, as though I did them wrong and this is their way of paying me back, whereas I was the brand loyal customer who was left feeling like as joke.