Volkswagen Customer Service (VCS), missing in action

Item: Volkswagen South Africa
Rating: 1
Author: Hendrik F

I lodged a complaint more than a month ago regarding my son's Polo's rear windscreen which shattered. Despite sending the message twice and VCS acknowledging receipt twice, I did not receive any other response to my complaint. I list the relevant messages below. Regards Hendrik Ferreira Message send: To whom it may concern RE: Volkswagen UP 2015 rear windscreen to be replaced Registration: CN 94 TC GP Name: Hendrik Ferreira ID NR: ********** 032088 Shattered rear window On the 28th of March 2017 my rear windscreen of my 2015 VW UP shattered whilst I was driving, no stone or object hit the window (this is very obvious as there is no specific line or place that this shatter started). After this happened, I went to VW McCarthy Wonderboom Branch (Where I bought the vehicle) and informed the workshop manager about what happened. He conveyed to me that this is a common problem amongst these vehicles and that the same thing had happened to him whilst driving the same make and model of car. After this happened I reported the event to the VW Customer care line, where a lady assisted and promised to give feedback on the case within 24-48 working hours. She never called back and we had to phone her again. Eventually, when we insisted on feedback she told us that the warranty on the vehicles does not cover the windscreen as it falls in the same category as tyres. Having regard to the above and taking into consideration of the costs involved in replacing the rear windscreen, we request that the decision/conclusion of the advisory lady be revoked and that Volkswagen S.A. replace the rear windscreen free of charge. The broken windscreen is not as a result of any wrongdoing on my side and not caused by stone damage or inclement weather but rather a poor quality windscreen being fitted by the factory in Uitenhage or poor workmanship. Being my first time ever owning a Volkswagen, I am very impressed with the vehicle overall with exceptance of this occurrence as well as the reluctance of Volkswagen to repair what is obvious a common occurrence in this specific model. Please revert a.s.a.p. as I am afraid that the windscreen will collapse and injure passengers that may be on the back seats coupled with the fact that the vehicle is prone to be ****** due to easy access from the rear. Yours faithfully, H.J. Ferreira Aknowledgements received 1. Dear Urshla Ferreira Thank you for contacting us. This is to acknowledge the receipt of your message on 24.05.2017. Best regards, Volkswagen South Africa Customer Interaction Centre Tel: *** Tel International: +27 41 ********** Email: ********** Fax: +27 41 ********** 2. Dear Urshla Ferreira Thank you for contacting us. This is to acknowledge the receipt of your message on 29.05.2017. Best regards, Volkswagen South Africa Customer Interaction Centre Tel: *** Tel International: +27 41 ********** Email: ********** Fax: +27 41 **********

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