Poor Service...VWSA (Danielle) and VW Alberton

Despite having a full maintenance plan, my vehicle has been serviced at VW Alberton. The last two services have not been in accordance to the VW standards laid out nor expected. From complaining of a gearbox knocking noise from last year to showing a gearbox malfunction light, sending photos of the fault on the instrument cluster and photos of the crack in the brakes...something that should have been covered by the maintenance plan...a safety critical item. Needless to say, on both services/repairs...the product specialists could not find the fault but told "customer to monitor". The service advisor told me to drive to their dealership when I receive the fault. However, the manual states to park the vehicle to avoid further gearbox issues. Also, the service fluids need to be checked. I ask why this was not performed when the vehicle was brought in?

After raising this with my case manager at VWSA, Danielle, last week Tuesday, leaving two messages for her and emails waiting for responses, she promised feedback by today...I have been ignored. The Dealer Principal from VW Alberton, has responded with a "cover myself" email which bears no relevance nor taking any accountability despite profusely apologizing for the service levels and stating "I'm embarrassed with what I am hearing and I apologise for the service you have received".

VWSA, I want answers as to how my gearbox issues and brake issues are going to be resolved. You have all the proof and the job cards which have all been sent to you, together with my Tracker report, showing your dealer did a test drive for 12 minutes only to not find a gearbox problem...not sufficient time to heat up the gearbox. You have proof of everything and detailed correspondence.

Why are you delaying feedback and avoiding accountability?