DISGUSTING SERVICE

My car, a VW T Cross 1.5, bought on 1 June 2022, had a problem with the brakes on 12 February 2023, after which the car stalled and would not start. We did call VW Assist who contacted the nearest VW agents, which was VW Umhlanga, with the net outcome being us able to start the car. VW Umhlanga was very uncooperative and we decided to take the car to an agent closer to our home, which is Barons on Edwin Swales Drive. Although I personally would not drive the car post brake failure, as I was the driver when the brakes failed, my son did drive the car to Barons and he experienced a problem while driving it. The car was taken in on the 14 February 2023 and we were notified that the car will only be booked in for the 17th February 2023. I certainly did not anticipate the breakdown of my car, if I had I certainly would have made an appointment before it actually broke down!!! However, on my son’s insistence I was given a courtesy car on 19 February 2023, which I am still using. I also reported an intermittent fault that the car had where the gears do not automatically down change. With these faults and potentially other inherent faults, I believe this is a faulty vehicle. My interaction with VW South Africa, however, has been sp**** to say the least. I have been told repeatedly that a tool is required to diagnose the problem, which after 5 weeks is still unavailable. I do get this “courtesy” call from an agent every couple of days which is very disturbing as she has nothing to report on, other than to tell me the tool is still unavailable. I did imply that I did not feel safe to drive the car especially with the lengthy stay at a dealership, and the problems with the vehicle, but this agent proceeded to tell me to contact my finance company, which is ludicrous as the problem is with VW. I certainly would not feel safe driving a car that has been at the dealership for the past five weeks and no one seems to know what is happening. As this is a popular car for the manufacturer, I would assume that tools and spares accompanied by experienced service technicians would take pride of place. My experience with this brand proves otherwise. It is my first venture with this brand, I have driven a number of Audi’s, and thought that the parent company VW, would provide similar if not better service to its clients. I am bitterly disappointed!