Defect New Car

On the Friday the 2 November 2019 I purchased a brand new Polo Vivo. Prior to ownership I received good service from both salesman Byron Frances as well as his manager Jacob however this was short lived. On the Saturday I picked up the car at about 12:30 and went home. Later that evening whilst driving the interior light fell off. I took the car back to the dealership and told the salesman who told Mavis to get a technician to look at it. The technician secured the light however the clip was still not connected. The car was taken back to Mavis for the light and this time it was connected.

In the very next week we noticed the rubbers around the back window is twisted and also this was reported to the above mentioned individuals.

Shortly after that the material on the right hand side back seat came out of the black casing where you drop the seats. Let me just mention that I am the only one driving the car. I have no kids or passengers hence why this was not detected sooner. Anyway the car went in for a service to Benoni Citi and Mavis was made away of the seat and the rattle in the back of the car. Upon picking up the car I checked the seat and sat on the seat... and once again the material came out so I told Mavis who called the technician that clipped it back in. I then asked if this was going to be the case each time someone sits in the back seat and I was then told that “this is how the car was made and yes it will continue to come out”.

On Monday the 11 November 2019 whilst driving on the N3 the cars handbrake light comes on and starts alarming. I took a video of it and sent it to one of the salesman who showed it to Jacob and the workshop. Benoni Citi could not help me on Tuesday but only on the Wednesday. The car was dropped of Wednesday morning with the hand brake light still on and alarming. Anyway the car was booked in again with Mavis who was told about the seat and the hand brake light. She handed me a notice advising that.... no repairs will be done on the car without my knowledge and consent. I then left for work.

Shortly after arriving at the office I received a call from Derick one of the Service advisors who said to me that they will now be ordering a new seat cover for me and that the Technician checked my hand brake cable and nothing seems to be the problem however should it alarm again I should bring the car back. At this point I had enough of VW and gave him a mouth full. I was unable to pick up the car when they were done with it and it was picked up on my behalf. Later that day when driving my car the hand brake had been adjust and was tight, the car still alarming and now feels tight while driving.

The very next day I called Derick and give him a piece of my mind with regards to the seat and the hand brake. He was not prepared to engage me and transferred me to a rude white lady by the name of Chantel who is apparently the Service Manager. Anyway I explained what had happened and this rude women said to me “ you dropped the car off here to get fixed and now complaining that it was fixed”. yet nothing at all was fixed!! The seat was returned to me the way it was sent in and the handbrake light and alarm was still on! She said her technicians “can not fix something they haven’t experienced” yet I can not drive the car a kilometer without it alarming. Surely the technicians are s****ed professionals that have been trained to fix mechanical problems regardless of experiencing it!? My question to her was why was my hand brake adjusted without my knowledge or consent and was rudely told a technician will come to my work to fix it the Friday! Guess what it was not done!!!! According to VW stuff my Handbrake was adjusted from 8 clicks to 4clicks on that day. Why was it adjusted? Surely a quality check was done on the car before sent to the dealership? So why adjust It?

I honestly had enough of Vw and called Head Office and spoke to Earl a Customer Services consultant about the matter. I was called today and told that Benoni Citi will order the parts and replace all the faults on the car on one day. I mentioned to him that this is not unacceptable and I am really unhappy!!! There’s are all surface issues which clearly have not been quality Checked. This makes me question the remainder of the car! Furthermore what guarantee do I have that nothing else will go wrong with this car once fixed? And told him they can actually take back the piece of ****!!!! He told me to speak to the sales team at VW. I was not going to Speak to Jacob because let’s face it once the deposit and money is in their account the client means nothing!!!

I was advised to speak to the DP Kevin Gelmar. I called him today yet while talking I was rudely interrupted by him saying “the car isn’t new” really now?!?? I said to him to keep quiet and allow me to finish! I continued and voices my concerns about the car as well as his staff! And by the way There is only 25 000 km on the clock currently so who the hell is he saying that it isn’t new?! What is his definition of new?! From the day the car was picked up it has been a problem!’ I told him to pull his job cards on the car and see how many issues and times I complained to his staff.His staff and him clearly have not customers service s****s!! The ***iest DP even tells me I am “emotional” and “upset” why because I am a female?!! Maybe he should use the words utterly disgusted with him and the dealership!

If the head behaves in that manner what example is it to lower staff?!

Bottom line here is I have a blue rejected piece of **** with a VW badge on it!! The automotive brand I trusted I can confidently say disappointed me and will now never regain my trust, respect or recommendations again. their services and products will always be questionable!! Should I receive one more issue with this car, the dealership or VW as a brand I will not hesitate it to expose this further in other platforms