Barons VW n1 city Cape Town

Hi

I am extremely frustrated at the level of service received from Barons VW N1 City, Goodwood, Cape Town. I drive a 2010 VW polo 1.4 trendline.

Here is my long frustrated story and experience thus far (for the last 3 months)…

1. My car broke down on the evening of the 10th March 2020 and was towed to VW on the morning of the 11th March 2020. It constantly switched off and was unable to rev. Being a last minute emergency they said it would take 3-4 days before they could look at it. Happy with that. No issue here. 2. I received a quote for almost R30 000 which included a service, various sensors, wiring loom, control unit, harness and some smallish sundries. Happy with that, no issue here (price excluded of course). 3. Various delays on my side prior to lockdown preparations I did not give the go ahead to repair the car and could not get it in time before lockdown started on the 27th March. The car then stayed at VW for the entire level 5. Happy with that, no issue here. 4. On the 4th of May I spoke to Shavonne Manuel, my service advisor and asked if my car starts. She said yes where after I asked them to only service the vehicle and I would collect the car. The car was collected on the 5th May. 5. The car drove fine for a while but then started giving the same issue as previously mentioned. I then returned the car on Tuesday the 26th May. 6. On the 27th may a new quote was done to the value of R27 000 and I gave approval for it on the same day. Here is where the fun begins…. 7. After a lengthy delay with getting the part from the factory in PE, numerous emails to vw I was forwarded emails with the word “nothing” as a reply when following up on the part! 8. The control unit finally arrived on the Friday the 12th of June. I was told my car would be worked on Monday the 15th and I would be on my way. 9. I received a call on the 15th to say the part received was the wrong part and that a new one would need to be ordered. Now I am already upset. 10. A new part was ordered on Monday the 15th and was received on Friday the 19th. Yaaay no 3 week delay and I don’t understand why a part cannot be sent overnight??? 11. Guess what, the wrong part was AGAIN delivered. 12. I received various excuses about a change of manufacturer and was told the correct part was ordered and the incorrect part was sent blah blah blah. 13. This is when I refused to talk to my service adviser and wanted the matter escalated. I was then put in touch with the customer relations manager, Viola Hendricks. 14. Various excuses further from her she was now taking over my case and would “log another call”. All this while I was sitting at VW trying to get answers. All the while no one would pick up the phone and get to the bottom of it… 15. I then again gave her the benefit of the doubt and would afford her some time to resolve this. 16. By the way, I was refused a courtesy car several times because my car is “out of warranty”. I was told last week that a car was available to me but I have to take my own insurance. Really? With all the Uber’s I was taking too and from work I was desperate so took our insurance for a week at R170. 17. On Monday the 22nd, the issue was escalated to VW SA technical who came back with the following. Hold your horses because I am not making this shyte up… VW SA said that they need to source another 2010 VW polo 1.4 and “see if the parts fit”. Really??? 18. Today is Friday the 26th and they are still trying to find a like model car. I was even asked if I know anyone with that particular model…

Can someone please escalate this matter to the proper channels and get back to me??????