Disgruntled VW Customer

On the 29th of March 2019 I purchased a same year model vw polo from Alpine VW in Pinetown. 16 days later, on the 14th of April 2019, I experienced a malfunction on the vehicle whereby all the instrumental panel warning lights came on and the vehicle refused to start.

I contacted VW assist and they arranged with Vees Towing for my vehicle to be loaded on a flatbed (tow truck) from my location in westville to the dealership where I purchased the vehicle from (ALPINE MOTORS Pinetown).

Upon loading my newly purchased vehicle on the tow truck, they caused damage to the vehicle so I immediately took pics of the damage and the loading of the vehicle.

I was assisted with the offer of a rental vehicle that I had to fetch from King Shaka International Airport but no means of transportation to the airport was considered, thus, leaving me in inconvenience and volitile.

Upon arriving at the vehicle rental company at the airport I was notified that the rental vehicle had to be returned on Tuesday @ 16.30.

On the 15th of April 2019, the next business day after the towing incident, the roadside assistance agent made a follow up call to me and I notified her of the damages and all relevant information, including pics were forwarded as requested.

On Tuesday I received a call from Alpine VW that they identified the fault as being the high pressure fuel pump and they have ordered the part which would arrive the day after. I notified they service agent that the courteousy vehicle had to be returned and I requested a vehicle to use until my vehicle is repaired. His response was so disappointing, "we cannot provide you with a courteousy vehicle because there is availability of the part in SA.

I immediately contacted VW customer care with my concern of being without a vehicle and they responded very bluntly to say that I should follow instruction and return the rental vehicle even if it means I don't have a vehicle.

Buying a well reputed brand vehicle that goes into hundreds of thousands in rand value and get service of this standard is absolutely disgusting. The question is, are these the service that VW dictates or are the individuals that represent the brand incompitant? We will have to let a law suit decide that.

To this date I don't have a vehicle because obviously no person in a sound mind would accept a damaged vehicle.