Disappointing customer service

<p>Bought a 1 year old caddy Maxi from Barons VW Edwin swales about 4 months ago .</p> <p>Went on holiday to Knysna last week and the clutch stopped working about halfway there. Left the vehicle at VW Knysna on Monday morning and explained we were on holiday and asked to please look at the car asap. They checked it on Tuesday, and ordered the part, which only arrived on Friday, despite me having phoned VW Customer service, asking them to either speed up delivery of the part or for a courtesy car. They said they would call back within 24 hours with a solution, but I did not hear from them again at all. </p> <p>Knysna VW returned the vehicle on Friday afternoon, and we began our homebound trip on Sunday morning. About 200km into our journey the same problem occurred, the clutch collapsed and was unusable.</p> <p>I contacted VW Roadside assist who were fantastic and very understanding, and we managed to get the car to our overnight stop, where Roadside assist arranged to have the vehicle towed first thing the next morning, and also to provide a hired car to get us home (a further 9 hour drive). </p> <p>The tow vehicle only arrived after 12.30pm and as yet (2.30pm) the hired vehicle has not arrived at all. Roadside Assist has been great at following up between the hire company and myself, but so far unsuccessful. </p> <p>The car has been towed to Aliwal North in EC where it will hopefully be repaired and then returned to me in Durban. The return, I have been told, will take 7-8 working days AFTER the repairs are complete. Since I will now be without a vehicle for roughly 3 weeks, I asked Customer Service whether they would arrange a courtesy car for that period, since the fault did not lie with me but with VW Knysna not fulfilling their duty. VW has refused me a courtesy car, saying it isn't covered by Customer Care. </p> <p>So here I sit with my wife on the pavement since 11am, stranded in the middle of nowhere. 3pm, with no car and no rental car, and VW really doesn't give a ****. </p> <p> </p>