Extremely Poor Service and communication

Since May 2025, I have been struggling with Volkswagen South Africa regarding outstanding parts for my vehicle. The lack of feedback, accountability, and urgency from their side has been nothing short of unacceptable.

Every time I call, the lady handling my case is conveniently unavailable. I am told to leave messages, which I do, yet she later claims she never receives them. This is directly contradicted by other agents who assure me that my messages are being passed along. When I requested to escalate the matter to her line manager, I was informed he was “on leave”—another convenient excuse with no alternative point of contact provided.

Due to the unavailability of parts and the complete lack of proper communication, I have been forced to rent a vehicle for my business, which is heavily dependent on being on the road. This has created a massive financial burden, and it is unreasonable—if not outrageous—that a client should wait four months for parts from a global brand such as Volkswagen.

This experience has left me with the impression that Volkswagen South Africa does not value its customers nor take accountability for the financial and operational impact their poor service causes. For a brand with such a strong reputation worldwide, the service delivery here is shockingly disappointing.

I strongly urge Volkswagen South Africa to take accountability, improve communication, and prioritize their customers, because right now it feels like they simply do not care.