Service at VW S.A

Can someone PLEASE explain to how the customer service at VOLKSWAGEN South Africa works! Because I must have had the worst of it over this festive season!!!

1stly I bought a new vehicle with them about 7 months ago (June 2018). So in December I take a road trip to Butterworth from Paarl(15.12.2018) nice drive it was, economic too I must mention. On the morning of the 16th December 2018, I took a drive to Centane(town), later on that day drove back to Butterworth parked the vehicle safely in a garage for two days (completely off) . When I start it again after those two days (19.12.2018) - engine not igniting - dashboard lights not turning on - NOTHING!!! Haibo... So to my shock and surprise I contact VW Alert(Found the number on the key holder), I explained to them what was happening. They then arrange to pick the vehicle up for testing the following morning - and that's where ALL THE TROUBLE BEGAN!!!

1stly they had promised to pick the vehicle up at 6am in the morning, the service provider (tow truck) only came to collect the vehicle at 14:00pm (20.12.2018).Then I was denied traveling with the vehicle to the dealership where it was to be taken for the testing - service provider claiming that VW had not made an indication of such. Then I had to fight to obtain an alternative means of mobility which I was sure I'm entitled to since I was not at fault. That was initially an issue, I was then given an ultimatum of a rental vehicle that came with a condition of a fuel charge on my credit card. I accepted because I felt optionless and powerless at that point. It was then demanded of me that I fill in an indemnity form sent by email as required by the "rental company" but strange enough the indemnity form was boldly titled VOLKSWAGEN SOUTH AFRICA, but I still ***ardly went ahead and signed it because well I needed a car to keep mobile. The service consultant I was dealing with mind you DID NOT have the decency to inform me that she would be knocking off work at 17:00pm nor did she do me the courtesy of handing over the case to the nightshift consultants to atleast complete the process on my side or put me at ease and assure me that I would be taken care of 1st thing in the morning. I was left hanging and conveniently my call wasn't being picked up now - so I borrowed a friend's phone loaded airtime and called the very same number and I received response within a minute of the phone ringing - the consultant on the other end tried to convince me the reason for this was the high volume of calls they'd been receiving since it was "festive season" (excuse was bull**** and I knew it) Later on that evening I call VW S.A again to enquire if or not my vehicle had been delivered safely at the dealership by their service provider and guess what - shockingly - they practically had NO IDEA where my car was. The response I got was, "Miss, let me check with the service provider I will get back to you." I'm still waiting for that call!!! Following morning (21.12.2018) I got a call from the so called service provider, the guy says to me Miss, the driver who picked up your car yesterday 1st of all didn't take it to East London because there was a road block on the way (LIES), 2ndly he had suspected that the problem with the car was the battery so he took it upon himself to jump-start my car with no ones' consent, then this guy on the phone goes on to ask me should he still take the car to the dealership? I ask him "Bhuti why am I being contacted by you directly because in my understanding VW S.A is the middle man and wasn't your duty to transport the car from the pick up point to the dealership??? He say ok and ends the call. So I take it upon myself to go to the dealership to do a follow-up, on my way to East London there goes my car on the same road to East London!!! I get to the dealership 9:00am and NO ONE knows anything about my car or its whereabouts. 10:00am I'm still waiting to findout where my car is and the rental that I'm supposed to get hasn't been sorted out yet!! 11:00am the consultant dealing with my case is in a meeting till 12:00mid day I MUST wait. Few minutes after 12:00mid day I receive communication - "your car will be at the dealership in the next 30 minutes" - according to VW S.A meanwhile I asked for assistance at the dealership to physically check in the yard for the car and we found it! What a joke! Ok, car found, now the problem is - the workshop is busy so I can't atleast get a diagnosis done on the car just to have an informed idea of what what is wrong - so I will have to leave it with them, they will inform me when they are done with it - ok. Now I sit an wait for the rental car to be sorted, few minutes later I receive confirmation that the rental car has been reserved and will be ready for me at 14:00pm BIDVEST rental at the East London Airport. Now I still have to ask the case manager, "but I'm at the dealership with no means of mobility HOW DO I GET TO THE AIRPORT???" Only then she says "ok I'll call the dealership and arrange for a drop off" 13:00pm the manager at the dealership drops me off at the airport, BIDVEST gave me a Ford Fiesta and I went home.

Monday morning 24th December 2018, I again took it upon myself to go to the dealership for a follow up, I get there the car has not been diagnosed nor even checked yet and they will only attend to it on Thursday 27th Dec 2018. The very same Thursday I am driving back to the Western Cape according to my timetable. I contact the case manager at VW S.A to let her know, she then "permits" me to leave the province with the rental and that my car will be repatriated once it has been checked. Now what I want to know is, is this the level of service granted to EVERY client at VW?? Because according to me this was beyond APPALLING to say the least! What happened on the day I went to collect it at the dealership in CPT was even more SHOCKING!