Ignition Issues with VW Amarok V6 2020 Hiline – Unacceptable Delays

I am writing this complaint regarding a frustrating experience with my VW Amarok V6 2020 Hiline (97000km). I purchased this bakkie in March 2020, was the only driver, and used it strictly for private purposes. All scheduled services were conducted on time.

However, in mid-April, I encountered a serious ignition issue. As I attempted to start my vehicle in front of a shop, the ignition started turning freely. The dashboard lights came on, followed by the message “Remember to take your phone.” When I turned the ignition further, the process kept repeating, but the vehicle would not start, nor could I remove my key from the ignition.

After struggling for nearly 15 minutes, trying to pull my key out while turning the ignition, I finally managed to start the vehicle. Without hesitation, I drove straight to the VW dealership in Oudtshoorn, only to learn that this issue is not uncommon among Amarok vehicles.

The most unacceptable part of this ordeal is VW’s lack of preparedness in addressing such issues. Despite being aware of this ignition problem, VW does not stock the required replacement part locally; instead, it must be imported from Germany, a process estimated to take more than 6 weeks—with no clear ETA.

How is it possible that VW fails to keep stock of a part for a known issue? Furthermore, why is there no expedited shipping option, considering modern logistics can move packages globally within 72 hours? This lack of urgency has left me stranded without a vehicle in Oudtshoorn, with no alternative transport provided.

I had been extremely satisfied with my Amarok and was even considering purchasing a second one. However, after this experience, I must seriously reconsider whether VW values its customers and stands behind its vehicles.

Upon lodging a complaint with VW South Africa, I was informed that the response time is 48 hours—an unacceptable delay when dealing with an urgent mobility issue. Simple phone calls or direct actions could resolve this matter much faster, yet the process remains stagnant.

VW, I urge you to take accountability and provide an immediate resolution. Whether that means fast-tracking the replacement part or offering a temporary vehicle, this situation must be addressed urgently.

Let’s hope Martina Biene sees this and ensures that VW prioritizes its customers instead of leaving them stranded due to logistical inefficiencies.