horrible service

would like to log a query with regards to a brand new Polo Tsi Life DSG 2023 model that I purchased at VW Mcdulings in Johannesburg Booysens. I was assisted by sales consultant Verosha Govender when I purchased the car on the 13th of May 2023 it was a trade in I was downgrading from VW T ROC. A week after receiving the car I started hearing unpleasant sounds on the car and my husband notified Verosha about it and she advised that I should bring the car for them to check on it.

On the 6th of June 2023 I took the car back to the dealer as the sound was getting worse and irritating when driving. Later that afternoon I was called and advised that the car is fine I can collect it. To my surprise when I started driving the car the sound was still there. The next day 7th of June 2023 I took back the car again to them and I was assisted by service manager Trevor Naidoo who tested the car with me and Verosha and both them heard the sound that I’m complaining about.

Trevor contacted me on the 8th of June and notified me that they checked the car and the sound is still there and it will be there until it reaches 6000km as it is a brand new car. I was quite shocked to hear such information as I have owned 3 cars from VW and I have never experienced such from any of my previous car. I advised Trevor that I am not comfortable taking the car back without being fixed and he insisted that I should come collect it and I refused. I told him that he should drive the car himself until it reaches 6000km because I won’t put my life in risk. As a service manager he was struggling to get the root of the problem but he expected me to drive the car until 6000km.

I told Trevor that I will not drive a car that has an irritating sound until it reaches 6000km its either he replace the car or do something about that car. This is where my nightmare started . On the 9th of June Trevor called me again to advise that they have a foreman or technician by the name of Bongani who checked the car but they still cant get to the bottom of the problem. So I advised Trevor that since they are struggling to fix the car then they should replace the car as it looks like it came with a factory fault. Same afternoon I received a call from the dealer manager Mike and he advise me that he cant replace the car the car has to be fixed with warranty that came with the car. I told him that the I gave them a chance to fix but it looks like they are struggling to get the problem with the car that’s why I need it to be replaced.

I started feeling uncomfortable with the car as it looked like no one knew what they were doing. Ever since I took the car to them I never received any positive feedback from them only problems and that they don’t know what’s causing the sound. The following week Tuesday I called my sales consultant Verosha and advise her that since I’m not getting any positive feedback I will be visiting the dealer the next day to discuss way forward. Wednesday morning I received a text message from Verosha telling me that I should not come to the dealer because the manager father passed away. My suspension started being worse and I told her that even if he is not there im coming . when I got to the dealer I was told Trevor the service manager is off sick and Mike’s father passed away so there wont be a way forward.

Abu who is a sales manager was called and he advised that they bought parts for compressor they will change it and see if the sound is still there. I just felt like im dealing with very *********** people who were not even sure of what they are doing . I still insistent that they replace the car but he refused , then my husband ask ABU can fix the car then sell the car for us as I was no longer comfortable with the car he also refused selling the car on my behalf. Which made me conclude that maybe he knew about the problem in the car he just didn’t disclose as he was refusing to sell the car too.

I left the delear and I went back late afternoon to collect the car, I had to sell the car myself and I am left with a shortfall of R100 553 which I feel it is not far for me to be left with a huge debt that I got from *********** staff. VW SA and Mcduling failed me and vwsa told me they cant decide for the dealer to replace the car so they cant be part of the issue.

I feel like I’m receiving horrible customer from VW SA as a whole as this matter is starting to stress me.