Terrible service from Soweto Vw

Item: Volkswagen South Africa
Rating: 1

Volkswagen Soweto: Terrible customer service Vehicle in question: 2016 VW Golf 7 2ltr tdi – FJ 23 MR GP, VIN: WVWZZZAUZGW021760 Incident - 24th December 2016 Saturday 08h00: bird collided with vehicle on R103/ Vrede, Freestate. I immediately contacted insurance brokers to inform them about the incident and to register a claim. The claim was registered and I received a claim number. I informed my broker that I will only be satisfied if Volkswagen, were to replace the left front headlamp damaged in the above mentioned incident. As I wanted Volkswagen to replace it with a genuine part as I am also aware that some or most of the panelbeaters use non genuine parts due to the costs associated to genuine parts. The insurance approved my proposal to replace the headlamp with VW due to the principle of Indemnity (putting me in the same position I was prior to the loss/ damage to my vehicle). The insurers informed me that there was no need for me to submit 3 quotes only the one from Volkswagen will do. Upon receiving approval from the insurers, Wednesday 28th December 2016 I took my vehicle to Volkswagen Soweto for a quotation. I felt comfortable with VW Soweto as it’s the dealership where I purchased my brand new vehicle (now 5 months old) from. Reuben Bapela was the sales agent who assisted me. I met with Reuben and explained to him what happened and that I needed to have the headlamp replaced. The headlamp was completely damaged and not in a working condition. He inspected the vehicle and subsequently went to their parts department to get a quotation to replace the complete headlamp with its components. A quotation was received and I submitted the quotation to my insurance and it was approved. I have informed Reuben that the insurer had approved the replacement of the headlamp. My car was also due for its 1st service and we have arranged to book the vehicle in for service and whilst the vehicle was at Soweto VW they have to replace the headlamp as per quotation provided. Reuben had arranged for the vehicle to be booked in for service and repairs to the headlamp with the service manager for December 29th 2016. I wish to bring another matter to your attention, since I have taken delivery of the vehicle there was a problem with the hooter as it will work one day and the next be out of working order completely. I have brought the matter to Reuben’s attention on numerous occasions and I was told that the hooter will be ordered and replaced at 15,000km service. This would all be sorted on the 29th December 2016 (replacement of damaged headlamp and the hooter). 30th December 2016 when I fetched my vehicle, the service and repairs to the headlamp was done. Upon inspecting my vehicle, I found that the hooter was still not working. I also noticed that my right side windscreen wiper was missing and I informed Lesedi who was assisting me with the inspection of the vehicle. She asked one of the service guys to replace it with another vehicle’s wiper and told me it will be replaced with a brand new one when I bring the vehicle back on the 3rd January 2017 when the hooter will be replaced as they have ordered a brand new one and will be at their dealership no later than the 3 rd of January 2017. Upon further inspecting my vehicle, I noticed the newly replaced headlamp had water and fog inside and that the bumper had 3 *****s missing. Lesedi called the service manager to get it fixed and I also showed him the water and the fog in the newly replaced headlamp; he then took pictures of the headlamp in order to replace the headlamp via warrantee. He then told me and I quote “the reason why there was fog inside the headlamp is because it is not a genuine VW part”. I almost fainted when I heard those words. This makes me wonder how many pirate parts are fitted to our vehicles and we are charged for the original parts this makes VW no different than the autobody repairers who use non genuine parts and yet VW has the nerve to void one’s warrant when they find that non genuine parts are used by autobody repairers.Soweto VW has quoted the price for an original headlamp and they used a non-genuine part. He promised the lamp would be replaced on the 3rd January 2017. Furthermore the newly fitted non genuine headlamp was still not working and when I enquired, it is then that the guy told me that the Zenon globe and the control boxes for the headlamp also needed to be replaced. I immediately got upset because the insurers had approved the replacement of a brand new complete headlamp as quoted by Soweto VW. I am at a loss for words at the constant INCOMPETENCE of the staff of Soweto VW. I left the dealership very upset and unsatisfied and I was thinking that I should have bought BMW rather than a VW because if there is one thing that BMW prides itself on it is its CUSTOMER SERVICE something which the VW brand knowns nothing about. They can surely learn a thing or two from BMW. No response on the 3rd January so I decide to follow up and give Lesedi a call to find out what is happening. She told me that they will contact me on the Wednesday the 4th January 2017 as they expect the hooter will be there. On Wednesday 4 th of January I contacted Lesedi again and was told that the hooter was again not available. I am now beyond a point of frustration as my vehicle is not getting sorted. I also told her that it’s dangerous for me to drive without a hooter and that this is utter nonsense that the parts are not available after promising that it will be. She than contacted the manager, she did not inform me I had to constantly contact her and then she told me to bring the vehicle in the next morning 5th January 2017. 5 th January 2017 the vehicle had to go for the hooter to be replaced. When I arrived the afternoon to fetch my vehicle I found one of the service guys driving the vehicle out. I asked him to test the hooter the hooter did not sound the way its suppose to. It had a very low tone. I called Lesedi to test the hooter and she did not hear a problem with the hooter. I told her to call the manager to test it. He came tested the hooter and told Lesedi that something was wrong with the hooter he could only hear the low tone of the hooter. The high tone hooter was short. He told Lesedi to find out why the hooter is still not fixed from the service guys. Now I am puzzled again as I thought that a new hooter had been ordered, once again what was supposed to be done was not done and now I have to wait for another “ordered hooter”. In Conclusion I am very disgusted in the service I received from Volkswagen Soweto. I told Reuben and Lesedi that I WILL NEVER BRING my vehicle to Volkswagen Soweto AGAIN. I have been messed around with: A WIPER, HOOTER, and HEADLIGHT AND HORRIBLE CUSTOMER SERVICE. AND AT THE END OF ALL THE RUN AROUND AND INCONVIENENCE MY VEHILCE IS STILL NOT FIXED. I will never use VOLKSWAGEN SOWETO ever again. This is the worse service I have ever received from a VW after being brand loyal for 15 years. Aggrieved customer Moosa Abrahams ********** **********

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