Defective workmanship and Mispresentation of product

With a lot of reluctance and disappointment. I am writing to you regarding the unbearable situation I have faced for the past 5 months with your company. It goes without saying that this Customer/client service is just a nightmare! I trust this is not the way your company wishes to conduct customer service with valued customers.

Firstly When I bought the car I paid more than what I saw on the adverti*****t (see attached pic) because I was told when I was about to sign my offer to purchase that some of the things were extras like the mag rims and spoilers I was excited about getting a new car so I agreed the price went from R234 850 to R297 369.36 I was rushed to go sign the contract because it was late and the stuff was rushing to knock off and go home. Upon collecting the car I was told it had a faulty supply control unit meaning : 1. the lights inside are not working,. 2. Electric windows are not working. 3. Central lock was not working. 4. Start and stop function was not working. I took the car anyways because they promised to fix my issue I had to drive back to VW HATFIELD in Braamfontein again to get it fixed using my petrol and the part which they ordered took longer to arrive which was also an inconvenience for me, the start and stop function kept going on and off for about 3months then eventually it stopped working well I didn’t want to be a difficult customer so I waited until the 30 000km service. I took the car in for service on the 13 July 2021 at the VW Benoni and this is where I would say the night mare began. Upon arrival at the service center, I advised them to take note of the following concerns with the car: 1. Start and go function is not working. VW RESPONSE: I was advised its affected by the weather which made no sense.

2. Windows are constantly jamming. VW RESPONSE: I was advised nothing is wrong

3. Strange noise from the engine on the left side VW RESPONSE: I was advised that the normal noise due to the size of the engine

The service was very poor I was promised a lift home upon my arrival they made me wait until they finished with the service, the car was not even properly washed which made me even more annoyed besides the fact that they made me sit at the service center. I reported the start and stop function at the workshop only to be told its cold (meaning the cold weather is affecting it) that’s why it’s not working then I decided to contact VW HATFIELD because that’s where I bought the car and they should fix this problem I visited VW HATFIELD numerous times with my own petrol taking day offs at work. The last person I spoke to was the service manager who promised to call me back but he never did!!!!!!!!!!!!!!!!!!. He told me the car needed a special software which was in the process of be developed and I asked him if there’s any other car that had the same issue he said no but I trusted him because he said that’s what the VW HEAD OFFICE told him.

I called the service department requested for my vehicle service history and the service consultants didn’t want to help me. I was told by Morney (VW HATFIELD) that they are not allowed to send such info on email because of the new law (POPIA ACT) in place even if it’s my own car. Mavis (VW BENONI) said the system is offline. Please teach the service advisors about the Act and how it affects client because they sound so ridiculous and clueless. POPIA ACT – Is to ensure greater transparency with our customers and to ensure that they are made aware of their rights as required by PoPIA, client will be notified as to how the company collects, uses and handles their personal data. Not this Nonsense I was told.

Bear in mind during this process of waiting for the manager to revert back to me as promised, I kept getting calls from the VW call center offering me more products. I kept rejecting their offers and told them I’m still waiting for their service manager to call me back regarding my long pending complain as promised. Please note I was not intending to bring up the matter about the vehicle value advertised versus what I signed on the contract. Due to VW ignoring my complains for such a long time it has resulted in me bringing up all these other issues into this complain because I am this close to cracking a sculp because of the frustration you are causing me.

Go through your call records of your company to see how many times I have been given false promises that my query will be escalated and someone will call me which to date never happened. This type of attitude and behavior's give such good company a bad Name Please note that you not treating me FAIRLY and creating so much inconvenience for me considering I was made to drive to the dealer several times for empty promises driving 42KM’s to VW and back to my house another 42KM’s.Its 5 months later and I am still stuck with a faulty vehicle and I don’t know who to turn to now but the Ombudsman since VW is ignoring me.

always remember that your customer doesn’t care how much you know until they know how much you care about them. It is important to remember your competitor is only one mouse click away. I have given you more than enough months to do the right thing but I can see you failed and bare in mind that I will not stop escalating this, I will even take it to the FSCA if keep ignoring me!!!!!!!!!!!!!!!!!!!

2019 Polo 1.0 TSI trendline Vin : AAVZZZAWZLU007832 Reg: JR27BFGP