Volkswagen is NOT "For the People!"

<p>Chain of Events:</p> <p>June/July 2016 - My vehicle has it's first service at VW Hatfield in Bryanston. I bring to the technicians attention that there is something wrong with my main headlights regarding an error I receive about the brights. He notes it and I sign on the invoice that it will be checked. I collect my vehicle after the service and I am ensured that it has been fixed. A day later, same error message appears on my monitor. I phone the dealership again, and my vehicle goes in again to have it repaired. I am told that my whole left headlight will have to be removed and new LED lights moulded. I collect my vehicle once more, and I am told once again that it has been resolved. The following day, the same error appears.</p> <p> </p> <p>Throughout the course of 2 ********** the error appears every single time I make use of the Brights function on my headlights.</p> <p> </p> <p>April 2017 - My vehicle has it's second service, this time at Princes Benoni. My vehicle is scheduled for a Saturday service, and during the booking I am asked what other problems need to be investigated during the service. I bring up the fact that my headlights are still giving me the same error as reported a year before, and the fact that my wipers create a smear on the drivers side. I am assured by the service receptionist that this will be noted. At the morning of my service, I walked in and there was not a single soul at the service reception. A lady in a glass cubicle/office had to go and look for someone to assist me. Once someone finally arrives, the same issues are noted on the invoice and I am told by the service receptionist that my wipers are a "safety concern" and it will definitely be looked at. I am phoned at around noon to come and collect my vehicle. Upon arrival, I am handed my keys for my vehicle, told that the error has been fixed. Nothing is mentioned about my wipers, thus I am assusming that they have been replaced under my vehicle warranty/service plan. Later that evening, guess what? THE SAME ERROR APPEARS once again as soon as I switch my headlights onto bright.</p> <p>14 July 2017 - My family and I are preparing to leave for a cycling event in Mpumalanga. I take the cd out of the cd player, close the flap and close the cubby hole properly, close the door of the vehicle and lock my car. A few minutes later all of a sudden my alarm goes off. With no one touching the vehicle or even being inside of the vehicle. I lock the car again with the remote, and it goes off once again, consistently for about 10 minutes. I phone the customer care line, and I am told that my queries will be escalated and I will be contacted no later than Saturday as to whom my case manager is.</p> <p> </p> <p>w/c 17 July I am contacted by my case manager, Liezl. And we keep missing each other. Eventually on the Wednesday I phone and I am told that she is out of the office, and I am assisted by a lovely customer agent whom mediates my annoyance (I cannot remember her name). I am assured that the dealership (As in Princes Benoni) will phone me by Friday to schedule a service. Friday morning eventually comes and goes and I am contacted again, by the same customer care agent whom immediately contacts the dealership. We have a three way call, where all four my issues are noted by the customer care agent whilst having the call and by the service receptionist. I request a courtesy vehicle and am told by the service receptionist that it will be organised and I will be phoned on Monday to confirm. It is also agreed by me and the service agent that I will be contacted by either her or my case manager on Wednesday to be told what is wrong with my car and what has been done to my car.</p> <p>21 July - I am not phoned by the dealership to be told that a courtesy vehicle has been arranged, and I had to phone to ask what is happening with my request to have a courtsey vehicle once my car goes in for a service.</p> <p>24 July my vehicle goes in for a service at Princes Benoni. First of all it is not even written down somewhere that my vehicle is there due to a complaint via Head Office Customer Care and I am asked if my car is coming in for a service. Then only to be found that my one query was logged that my BRAKES are faulty. I never ONCE complained about my BRAKES. It is corrected in pen on the Service slip and I sign the document. I am asked by the service receptionist where the shuttle will drop me off, so I tell her that it was organised and agreed that a I will receive a courtesy vehicle. In a very acquising way, I am asked by the service receptionist whom agreed to this and then goes to speak to the service manager. I am eventually issued with a courtesy vehicle. I am contacted late in the afternoon by the dealership and told that my vehicle is still not ready and will be finalised on Wednesday. On Wednesday I am contacted and informed that my vehicle has still not been investigated properly and that my wipers need to be replaced as well as the bulb in my boot (which was an issue I queried). I query why I need to pay for it, as it should be covered under my service plan. Which obviously sends me into a panic, because I was sold the vehicle under the impression that all services are covered and that I have a "motorplan", which we have found out is not even the case. I eventually get hold of the dealership again, when someone decided they are in the mood to answer a telephone and speak to the service receptionist and request that she speaks to the sales agent whom sold me this car because I have a motorplan. I also request that this is to be addressed with my husband. I am contacted by the dealership late in the afternoon that my car is finished. I told them that I cannot collect the vehicle as I work in Sandton until 19:00.</p> <p>27 July - I am contacted by the case Manager, and told that my car has been repaired. And then asked if I was told by the dealership what has been done to the car. Firstly, clearly my case manager did not read the notes which were captured by the customer care agent whom assisted me to at least get my car booked for the "service" and then I am told be her that my brakes were repaired. Now at this point I am full out laughing as my brakes were not even ever reparired or checked. What a total joke. The case manager assures me that she will phone the dealership and find out what has been done and revert back to me.</p> <p>28 July - The case Manager and I keep missing each other as I have plenty of scheduled meetings. I am not contacted at all by her to resolve the matter or get my side of the aftermath of this "service"</p> <p>31 July - The case manager send my husband an email informing him that my vehicle has been repaired. I then proceed to phone her and ask her how my vehicle can be stated as repaired, if the error for the same issue is STILL coming up? She informs me that the case has been closed and that a new one has to be opened to investigate this issue further. I alos tell her that since my car has gone in for the investigation service miracously I have a new error that pops up whilst I am driving on a flat road that I have to pull my park brake up as the car is on an uneven surface.</p> <p> </p> <p>It's now been almost two weeks dealing with Liezl, and VW Princes Benoni. I was supposed to be contacted on Tuesday, 1 August to have another "service" scheduled. Still waiting for this to happen. My case manager, Liezl, does not do much to mediate the situation at all. My frustration and irritation is stemming from quite a few things that has happened. First of all the fact that my car went in for a service and was told that my wipers are a safety feature and will be replaced. Clearly in that first service at Princes Benoni my wipers were not even looked at as I was not phoned and told that if they are to be replaced I will have to pay for them. Nice service hey? Second of all, my case manager Liezl does almost nothing to mediate the situation between the dealership and myself and takes a very laid back approach to this whole story. It is now Friday, 4 August and yet I have had no call to have a service booked to have this issue resolved. And I will actually have a heart attack if I am told that my car has no problem once more. If my car does not have a problem, please tell me WHY there will be error message in the first place?</p> <p> </p> <p>Your service is shocking from your dealerships who are supposed to carry a brand that is for the people and your case managers even more shocking. I am looking forward to the next 12 months because I actually cannot wait to get rid of this stupid car.</p>