A Disgrace: VW Vryheid and VW SA Customer Bullying

Kind greetings,

I hope this finds good reception.

It is with great frustration and anger that I write this email to you about ill-treatment I received from VW. Kindly excuse my lengthy email as I would like to narrate the back story correctly and furnish sufficient details and evidence on ill-treatment and bully tactics received from VW.

My problems started on the 22 December 2023, while I was home (Ingwavuma) for December holidays, my car started to make knocking noises in the engine - this happened while I was driving. I then stopped and switched off the car to check. When I started the car again, the sound became worse and I realised I cannot drive further as I assumed that could cause more damage.

As the sound came from the engine, I deemed that it was a mechanical issue as I have never had a problem with the engine since I bought it (the car) in December 2021. I called VW and they agreed that indeed this sounds like a mechanical issue; they thereafter arranged towing the car the following day to the nearest VW dealership. I was advised by the consultant that the nearest VW is the one in Vryheid - which I did not have a problem with.

Fast-forward all the back-and-forth, of which I deem as ill-treatment and it is/was very frustrating to say the least, I was communicating with VW Roadside assist, the towing company and VW Vryheid. I received a call from Damain Fynn from VW Vryheid (29 December 2023) telling me that they are picking up that the sump of the car was replaced before. Rightly so, the sump was indeed replaced back in June 2022 and I never had an issue since then until the date of the problem. It is also worth mentioning that I have been sending my car for service to Bidvest McCarthy VW Durban (Monty Naicker Rd).

Upon furnishing further information to VW Vryhied, Damain Fynn advised that it is okay, VW Vryheid will strip the engine and some part on the front to check the issue and they will thereafter revert to me with assessment report. He further said, "If it is a mechanical error, the warranty will cover the costs". I was told, because the process takes longer, I should expect the call on the week of 8 January 2024 - which I was fine with, as long as there was progress on the matter.

When I called Damain Fynn (VW Vryheid) on the 9th of January 2024 to check the progress, I was told that they were not done with the diagnosis, and I must call back on the following Friday (12 January 2024). I advised him that I am resuming at work on that Friday, and hence I have to be at Durban before that and I will also need to be mobile as there is no nearest public transport where I stay. I was then told to call the following day so that we can arrange a courtesy car.

The following day (10 January 2024) I received a call from Damain Fynn asking me "did you fix the sump at VW?", and I answered "No", and he further said unfortunately VW will not assist me. The line was a bit bad and I was in shock about what I just heard. I told Damain that I will call back after some time.

I was so shocked that after so long, I am being asked about something that I have already answered from the word go and it turns out that it is the main reason they will "not assist" me. I then logged a complaint with VW SA call centre and advised them of the situation and the fact that I did not receive any diagnosis report, none whatsoever. I called VW Vryheid two times on 11 January 2024 to request for the diagnosis report and there was no pick up. I called again twice on 12 January 2024 requesting for the diagnosis report, this time they picked up on both calls but I did not receive any report even then.

It was only after I did a follow up with VW SA (conference call with VW Vryheid manager) that I received the report and the quotation (on 15 January 2024). The report itself does not say there is anything wrong with the sump, in fact it says "everything was in good order…". Which I deem as a bullying tactic and very very appalling from a big dealership like VW.

I have been servicing the car at VW; I have done three services with the same dealership AFTER the sump was replaced. If there was anything wrong from the sump, the service department at Bidvest McCarthy VW wouldn't have missed it on my three services conducted/done there, last service being done on the 25th of October 2023. None of any oil and other mechanical faults were picked by Bidvest VW on three occasions/services. I also never get any light notification or screen warning screen on my car at any stage leading up to 22 Decmber 2023.

On 18 January 2024, I emailed the service manager of the dealership that I have been servicing from, enquiring on this issue - they advised that they will read through my email and respond as soon as possible, however they are away until Monday (22 January 2024). I have never heard from him since then.

With all that being said, I would humbly request anyone who can help with intervention on this matter. I am happy to share the report and the rediculous quote (amounting close to R160k) I received from VW. I am also willing to share any further-and-necessary information/documentation that may be required from my side.

Kindly assist.

Thank you very much for your time, looking forward to hearing from any good Samaritan out there.

Regards, Kwanele Ntsimbi ***.