Shocking service from Volkswagen Roadside Assistance

I bought a brand new T-Cross in October 2019. The car was awesome until the battery died or whatever the problem is. I have driven approximately 100km per day until lockdown started. For the first two weeks of lockdown I didn't leave my house and on Saturday 11 April I had to go to a pharmacy only to realise the battery (I assume) is completely dead. On 13 April I contacted roadside assistance and the lady was super helpful and arranged for First Help to come out to jumpstart my vehicle - except they weren't able to. The result is that my vehicle needs to be towed in for Volkswagen to do tests or charge the battery over night or do whatever is necessary. The car is still under warrantee, plus I bought a 150,000km 7 year maintenance plan. Despite this and the fact that I had permission (in writing) from Volkswagen to have the battery replaced, Roadside Assistance flatly refused to arrange a tow in. I followed up with a number of calls only to always hear the same story and Roadside Assistance refusing to assist. Please note, I only have one car so I have been stranded since then.

On 1 May I called again as emergency repairs are allowed under Level 4 Lockdown. Needless to say, the Volkswagen Roadside Assistance staff refused to assist me telling me unless I can prove I am essential services worker they won't assist. I asked to speak to a manager, but there is no manager available. The lady promised the manager will call back. Obviously that didn't happen. The same staff member phoned back and her entire demeanor has changed and she became very humble telling me management had an emergency meeting (on a public holiday) and "decided" they will do emergency repairs. However, they don't know which dealers will be open, they will know latest by the 5th of May. Keep in mind; no one could do anything since 26 March and Volkswagen isn't making money during this time. Yet, it will take them a further 5 days to get their act together. On 4 May, I phone again only to be told by a different Roadside Assistance staff member that they can't assist me as I am not an essential services worker. I ask again that it is escalated to management as they are now contradicting themselves and the new lockdown regulations. In the meantime I started phoning the dealerships in Pretoria to find out which dealer is open and the Menlyn branch opened on the 4th. The Service Manager is very helpful and advised they will gladly assist this week, I just have to request the tow in from Roadside Assistance. So, I made another call to Roadside Assistance only to be told they still don't know which dealers are open. I shared what I know with them and asked for a tow in. The staff member promised that I will have a call from Roadside Assistance before she goes home for the night. Two issues here: I have been calling Roadside Assistance all along, so who am I speaking with????? Secondly, the promise meant nothing as I am still waiting for Roadside Assistance to call and it is now 13:30 the next day (5 May). I have made another couple of calls this morning only to be told (for the 10th time) they understand my frustration, but they can't transfer calls to a team leader, they will email the team leader to phone me, they can't give me a direct number for a team leader, they can't transfer me to the actual roadside assistance department and they will notify Customer Complaints about my complaint. They can also see that I complained two weeks ago. The reason for no response from Customer Complaints: they were all at home for lockdown and only returned to the office on 4 May. Volkswagen, I spoke to Customer Complaints 2 weeks ago so please explain the comment from this morning.

My advise to Volkswagen: 1. Stop repeating the same words to angry customers. It makes matters worse. I actually asked the last lady I spoke with to place a note on my profile to stop telling me you understand my frustration. You don't understand as you clearly don't care. 2. Educate your staff - I knew you could do emergency repairs before they did. 3. Employ managers and team leaders that are willing to and able to speak to customers. 4. If you promise to call back, do so. 5. Listen to my potentially 15 calls and hear how repetitive it was and how frustrating it is to deal with Roadside Assistance - especially because you understand my frustrations so well. 5. Stop hiding behind lockdown and take responsibility when you drop the ball. 6. Implement a central booking system - I asked on 13 April that a booking is made to repair my car, but you couldn't as you don't have a central booking system. I highlighted to the lady then that it will mean you have to deal with a backlog when you are able to work again. Guess what, I was right. Apparently due to the backlog I can't even speak to the real Roadside Assistance. 7. Don't ever lie to a customer - it destroys any trust customers have in a company. Firstly I was told this morning that it's due to the backlog that I can't speak with Roadside Assistance. Then I was told that it is due to all the Essential Services Workers' car trouble that you can't assist me. Really? You were able to fix their cars all along - or so you told me. If you didn't lie to me about why you can't assist me, then it means that Volkswagens are exceptionally unreliable as all the Essential Services Workers' cars must have broken down. 8. Don't tell a customer that it is normal that the battery will be dead if you don't drive your car for 2 weeks. It's not normal. It's a new car that has been driven a lot before lockdown. Does that mean every time someone is away on holiday the vehicle that is left at home will need a new battery????? Surely you can see how ridiculous this comment is.

So, lets see if you contact me. I have been very patient with your staff didn't complain on this forum despite my friends suggesting this a couple of weeks ago already.

Again, I only have one vehicle and as a result I am stranded...

If you want the names of the staff I spoke to, please phone me. I will gladly share all 7 names. I didn't include it in this complaint as I am not nasty. What is stated here is the truth.