Unfairness

Good day VW team, I write this message considering fairness and understanding from the VW executives. I had purchased a VW Polo 1.8 Tsi GTi DSG 2016 model (Full service history by VW) from a BMW dealership in Vereeniging, Gauteng. The vehicle was purchased on the 13 October 2017 and taken delivery from that dealership. A year later from date of purchase, I had contacted Strijdom Park VW to upgrade my service plan to a 100000km maintenance plan to ensure peace of mind in an event of any major repairs that may need to be carried out as this is the main reason one invests in a maintenance plan. I have taken pride in taking care of my vehicle as I still believe that the VW is of good quality. On the 19 July 2019, I had taken my vehicle into Barons VW Bruma, to look at my brakes pad quality as it was making a grinding noise and naturally, it raised concerns. The service advisor had booked my vehicle in for inspection and had advised an hour later that the brake pads and brake discs needed to be replaced. To my dismay, the service advisor had contacted me again to advise me that the brake pads that were presently installed, was an aftermarket brake pads and they could not claim this under my maintenance plan. My concerns were raised with previous VW dealerships to investigate the brakes and on 2 occasions, I was told that there was nothing wrong with my brake pads as it is still good quality and I went on their trust. At the outset, I was indeed very disappointed as this was no doing of mine. I had gotten in touch with the previous owner and he had confirmed that he had done so at a Supa Quick fitment centre. As many thoughts ran through my mind, I just felt rather despondent at the draw of such luck that was not in my favour. Bruma VW advised that I should not drive my vehicle without being repaired and that left me without a car and I then had to rent a vehicle to be mobile. When VW loaded my maintenance plan, there was no inspection performed on my vehicle, all I got was the quotation and thereafter, payment was done and the plan as then active. VW should have inspected my car before loading the maintenance plan on. I had no indication or knowledge that the previous owner had done this which in turn has led me to incur and expense on my part. My ask of VW, is to provide me with a goodwill measure as this circumstance is rare and unfortunate. It does not make me feel nice to know that I am paying for someone else’s mistake. I hope and pray that VW does view this in the light that it is intended for. My case is logged with VWSA and again, this is not what good customer service is about and certainly this is not fair on my part.

Kind regards Jitesh Ramduth