VOLKSWAGEN ARE RUTHLESS ******

#Volkswagen

VW Hatfield Cresta & VW South Africa...Disgusting qnd qbsolutely appauling Customer Service.They just couldn't care less about their customers safety and sell you an over-priced motorplan that is useless.in your time of need...Vw are a bunch of ******...

3 weeks or so ago I booked my vehicle in (2018 Golf 7.5 Gti), as a result of doing wheel alignment at Lombard Tyres.I was told by Lombard that there may be a problem with my rear passenger suspension.I immediately booked it in at VW Hatfield (in Cresta)...Service consultant Mulisa Makhalimela was asigned to my car.Firstly my car stood there most of the day without me getting feedback about the issue was, eventually Mulisa called me and advised that it "appears" if my suspection got damaged and that my rear bearing seems to be affected.He also advised that it was difficult to say whether the problem was "accidentally caused (in which case my expensive motorplan that cost an arm and a leg) wouldn't cover it, but if the bearing damaged as a result of wear and tear then the warranty would respond.Mulisa then advised I take the vehicle to a panelbeater for a report, which I did at a cost to me of #R450.00, because VW Hatfield was NOT SURE what the problem was.

I booked my car in at Westrand panel beaters o Tuesday, 27.10.2020.The consultant at the panelbeaters gave me feedback later that day and confirmed that there was nothing wrong with my suspension and that it was only my bearing that was damaged, and that the report is ready to for collection.and submission to Vw.The panelbealter also confirmed that that there was NO further evidence that any of the other suspension items go accidentally damaged.

After that call with the panelbeater I immediately booked my car at Hatfield Vw Cresta for the dealer to interpret the report and hopefully fix my vehilce under warranty.a lady by the name of Kim booked my vehicle in for the next day.I then made my way to the panelbeater to go and collect the report...On my way there the Vw Hatfield Service Consultant (Mulisa Makhalimela) called me back and ask what the panelbeaters verdict was.I then told him about the bearing and before I could even finish my sentence was very abruptly told the warranty will not cover the bearing...this being said without having the panelbeaters report in their possession to 1st interpret and then repudiate.I the asked to speak to Mulisa's manager Kierten Daya, who I must be honest, from a customer service perspective was #worse then Mulisa, and basically told me off and said sorry it's not covered.I then challenged him by asking how then could make such decisions without interpreting the report which they sent me for and which costed me.That telecom then became too heated and I decided to take my situation to VW South Africa's complaint department and dealt with a lady called Ash (I think she sits in Port Elizabeth), who basically gave me the middle finger saying their dealerships are their eyes and ears and very condescendingly and unsympathetically told me that the warranty will not respond and that that is there final position and that NOTHING would change that.I asked to speak to someone higher up at VW SA and was told there managers aren't onsite and that they will call me back.I then asked if I could call the manager myself, as the issue was serious because I was now stranded without a car for nearly 2 weeks (at the time), I then asked whether I could be given details of the motor industry ombudsman and was denied this information saying that they don't have it, as if such a huge international brand does not have a compliance department.Anyways, I spoke to the VW Consultant yesterday (30.10.2020) at 10h48, when she promised me a manager would call me.It is now Saturday, 08h55 with still no word from "the manager," while all along I am sitting stranded because I fear driving the vehicle and putting my family's (which consist of a 5 and 1 year old daughter) lives at risk.

VW Hatfield knew 2 weeks ago (before sending me to the panelbeaters, wasting my money) that they had no intention of fixing my vehicle under warranty, but still gave me false hope and sent me from pilar to post, wasting not only my cash for a report they asked for, but didn't even bother to look at, but took a decision to reject my claim.What disgusting service that is...They treated me like a ******** and brushed me off as if I was a nuisance and now I am sitting here left in the lurch, but I have a full motorplan. It is absolutely appauling how they treated me and to think one spends a fortunate on their vehicles and in addition they take your money for a non-existent warranty that doesn't repond in your time of need.The bill to fix my car is a mere +/- R7k and they are rather happier having a disgruntled customer, then doing the right thing.I am so putt off by this brand that I will NEVER EVER support this brand again.They are the nicest people when they sell you the car, but a bunch of heartless, uncompassionate & insensitive bunch of people that just couldn't care less.I have friends with Asian brand vehicles who laughed at the situation in disbelief.However the cherrie on the cake was when Ash from VW SA, after I asked her to quote clause by clause out of their warranty policy as to why my claim is denied, she mere said "referred to your booklet that you 1st got when you bought the vehicle..." How absurd is that.I am so furious at the lack of professionalism at VW that I hope as a brand you will fall, because it seems like your arrogance made you forget that it is us, your customers who made you who you are today and it is us your customers who will be the cause of your demise.Your customer is King and I am sure there are many horribly disappointed people out there...Don't be surprised if less and less of your cars are on the road in the near future, cause after sale service is by far more significant than your service at sale stage. I will take this complaint to every social media site there so that those who may consider your brand know upfront what they are in for...

Thank you Volkswagen for demonstrating your compassion and outstanding customer care during my time of need.