Pathetic Service Experience

I had booked my vehicle in for it's yearly service with Alpine VW in Pinetown. I had scheduled this to be done on a Saturday via my third party service policy. When making my booking I had advised the lady that I will be using my service policy and no questions were asked - I even provided the service policy number and company name.

A day before my service I had ONE missed a call from VW Alpine in Pinetown as I was in a work meeting. I had later returned the call out of my own courtesy and was told that it was to confirm if I am still bringing my vehicle in and that I should be there between 06:45 and 07:00 - no further questions were asked regarding my policy and I had not taken the name of the person that I spoke to.

Saturday morning 26/02/2022 I had arrived on time and was told that a guy by the name of John Hadebe will be my service advisor. I had the vehicle checked in and I signed off the vehicle inspection sheet. A few minutes later John comes out and says that this service will not be possible as my third party service provider is not open on weekends to authorize claims. What really disappointed me was when I had asked John why had he not tried to call me again the previous day if he knew that the policy provider is not available on weekends, he answered by saying "we deal with lots of customers, I cannot call customers 3 times if they do not answer". I felt this very disgusting as he had only tried ONCE and couldn't care to send me an sms or leave a voice message. I was forced to drive all the way back home having wasted my Saturday morning and fuel.

I hope that no customer has to experience the same after sales service that I had this morning. VW needs to ensure that their service advisors are well mannered and not rude in their responses to their customers. It's attitude like this that push customers to service their VW at another dealership.