TERRIBLE SERVICE BY VOLKSWAGEN SA AND MC CARTHY VOLKSWAGEN WESTGATE

I have been very reluctant to do this as I am not the type of individual to tarnish ones name. In this case I feel I have been way to nice for far to long and this has made Volkswagen comfortable to treat me as they please and keep me hanging by strings like a puppet.

My problem started around August 2017 and I've had endless nightmares with Volkswagen since. I purchased a brand new Polo Gti 1.8 TSi last year June which was paid in cash, at only 3****m the vehicles gearbox started making noises. I notified Volkswagen about the problem straight away and was asked to take my vehicle to Mc Carthy Volkswagen Westgate (where I purchased the vehicle from) which I immidiately did, after spending some time there and filling in the necessary paperwork they told me they dont have a courtesy vehicle for me and I was left to make my own plan to commute around. Whilst the vehicle was in for repairs I was the one that had to follow up on the progress all the time as the person I was dealing with always said they would get back to me but never did. After approximately 3 weeks the vehicle was finally ready, the complete gearbox was replaced. I thought to myself thank goodness this headache is over with only to have the exact same problem in again 3****m, at this point the vehicle had approximately 7200km on the ODO. I wasnt happy about this at all and got Volkswagen SA involved, I told them that I dont want this problematic car, after some backward and forward conversations it was decided to give Volkswagen the benefit of the doubt and replace the gearbox once again. This time I knew what processes needed to be followed etc. they also did give me a courtesy vehicle and the repairs were carried out in a quicker time frame. After getting the car back I had no doubt that it would do the same thing again especially considering it had happened twice already. I continued to use the vehicle once the repairs had been carried out and what do you know? Another 3****m and the very same problem again, at this time I was leaving for KZN in 2 weeks. I again notified Volkswagen SA about the problem, they then scheduled a meeting between myself, the dealer principal, the service manager and the aftersales regional manager. These were the minutes captured in the meeting:

From: Brendon Naidoo Sent: 13 December 2017 04:52 PM To: Anton Pillay; ********** Justin Stone Subject: Gearbox repair Mr Stone Hi all, Meeting held at McCarthy VW Westgate on the 13/12/17. Attendees: Mr Stone – Customer Brendon Naidoo – Workshop Manager Anton Pillay – Dealer Principal Fred Mokgoba – Regional After Sales Manager The customer noted that he took delivery of his vehicle in JULY 2017 and since from + 9000 kilometres it started giving problems ( Noise from the gearbox when driving ), and this is the third time the gearbox is been replaced. Customer has agreed to drive the vehicle after the repairs and if the problem occurs again, Fred noted that he will assist the customer to a certain pont with the new Polo GTI 2018 model and he has also promised to liaise with the senior management to find out what is the problem with the 2 previous gearboxes and revert back to the customer. Thank you Regards, Brendon Naidoo Service Manager McCarthy Vw Westgate Tel: ********** Cell: ********** **********

From: Justin Stone Sent: 14 December 2017 08:11 AM To: Brendon Naidoo; Anton Pillay; ********** Subject: RE: Gearbox repair Mr Stone Hi all With regards to Brendon’s e-mail, I would just like to add that I first of all took delivery of the vehicle in June 2017 and the vehicle in fact started giving problems at 3****m rather than + 9000km. Fred did say in the meeting that he would assist to a certain point with a Polo GTi 2018 should the vehicle have any further problems to which I responded, any inconvenience should not be to my disadvantage. Thank you

From: Brendon Naidoo Sent: 14 December 2017 08:48 AM To: Anton Pillay; ********** Justin Stone Subject: Gearbox repair Mr Stone

Hi Mr Stone, *As discussed in the meeting you are part of the VW family. *We will do everything that we can to assist you to your advantage. *Let us stay positive at this point and cross that bridge when we get there. Brendon Naidoo Service Manager McCarthy Vw Westgate Tel: ********** Cell: ********** **********

Needless to say the vehicle did break again after my holiday, thank goodness it was reliable enough to transport myself and my family to and from KZN safely, I never stopped thinking that something was bound to happen though.

The vehicle has been through four gearboxes and hasn't even been for it's first service yet. The ODO reading is on about 13 ****m at the moment.

As seen above in the e-mail thread, it was promised in the meeting to assist me with the new Polo GTi to a certian point as my current model has been discontinued to which I responded that no inconvenience should be mine, the defective product comes from Volkswagen and in my opinion it's their responsibility to go over and above to help me.

In my opinion I think Volkswagen didn't expect the vehicle to break again and made the promise to assist with a Polo GTi 2018 based on that.

When the vehicle broke again their tune changed and they now want to offer me the money back for my vehicle and if I want the new Polo GTi any differences with regards to price will be for me to pick up.

This isnt what was agreed upon in the meeting that was held, I was told I'm a part of the Volkswagen family etc. but I feel nothing but the opposite.

At this point I am using an Avis rental car that Volkswagen are paying for as they did not have a courtesy for me to use when mine went in. I then received a call from a gentleman at Volkswagen SA saying that they are repairing my vehicle for me to use until the new Polo GTi is launched so that they dont have to endure the costs of the rental vehicle. My vehicle has been with them for about a month already, I was told that it would be ready on the 27th of February , the 27th came and when I asked what was happening I was told that they had to order parts from Germany. On Monday the 5th of March I followed up to see if there was any progress, I was told that the parts arrived last week Friday the 2nd of March and that the vehicle will be ready today (7th of March), I phoned this morning to see if all is going according to schedule, I assumed it was as I had not heard anything from the dealership only to be told that it wont be ready today. This extremely inconveniences me as I'm supposed to be out on the road seeing customers for work and have made the necessary arrangements to be in the office today to take delivery of my vehicle and return the rental vehicle.

My advice to anyone who's looking into buying a VW, rather go with another brand for example Toyota, BMW, Mercedes-Benz (aftersales service is way better) etc. save yourself these troubles.