Poor Service - not delivering
<p>My vehicle (White Polo TSI - FN 51 GJ GP) got towed to VW Menlyn on Thursday morning around 9am, and I was told my vehicle won't be assessed as they are fully booked on the day. The service consultant (Anati) stated that they will assess the car on Tuesday. First issue is that they were offline and the consultant stated that they won't be able to issue me with a formal take in form that proves that I have handed the car over to them. Which was fine because at the end they did have a mitigating document that I signed stating the car is handed over to them.</p> <p> </p> <p>Tuesday comes and they call me and tell me the assessment on my vehicle has been done but they can't generate a quote because thier systems are offline once again (bare in mind their system has been offline from Thursday till Tuesday 18/04/2017).</p> <p> </p> <p>Now I explain to the service consultant that without that quote my insurance can't approve the claim thus they can't authorise VW to start the job on my vehicle.</p> <p> </p> <p>I ask the lady if they have a mitigating control in place for such circumstances where their systems are offline... Her direct words were "no there is nothing they can do."</p> <p>I further escalate the issue to the Manager at the service department and he gives me the same response that he is new here and does not know how to help me get a quote.</p> <p>I further escalate the issue to the dealer principle (Jaun Marais) and once again he tells me the same story that there's nothing they can do to give me a quote because their systems are offline. <br /> <br /> Now I specifically asked the dealer principle that in such an instance where their systems are offline, do they not have a mitigating control in place used to allow business to run as usual and he mentioned that no they don't. <br /> <br /> Now my issue is that their systems are offline thus there entire business comes to a standstill and customers like me who just need a quote to get their claims authorised and the car fixed because "their systems are offline". <br /> <br /> I even asked the dealer principle why not take my car to another dealership and he gave me a ridiculous answer that I won't even mention. <br /> <br /> This is not the first time I have an issue with this dealership and thus why even open shop for customers if they are not going to deliver!<br /> <br /> Kindly help escalate this issue with VW SA head office so something can be done about this.</p> <p> </p> <p>Regards </p> <p> </p> <p> </p> <p> </p>