VWSA service delivery is a JOKE

Bought my new VW Polo 1.0 Tsi Highline on 18/8/2018 at Barons in Durban. Travelling to Cape Town from Durban on 30/12/18 I noticed some lag when accelerating. The cruise control started acting weird and I had to stop and start the car once or twice. The stop start also stopped working. I managed to get to my destination but the next day the car just refused to start after coming back from Tyger Valley. Luckily in front of my destination.

Called VW Roadside Assistance and car was towed in in no time with the assurance that VW will cover all the cost and get me back to Durban should the car not be ready in time. I was obviously very disappointed because a 4 month old car should not be having any issues but the assistance seemed good at the time. The car was taken to Barons Bellville on the 2nd because of the public Holiday but instead of early morning it was only delivered to the dealer at 14:30. Meanwhile I am the one following up about a rental car because I had to drive back to Durban on the 3rd. I specifically requested the rental for the 2nd as I had to leave very early on the 3rd because of the long drive to Uitenhage where I would overnight. Needless to say, I received the rental on the 3rd close to 10am and only then I realised the rental was booked only up to the 5th. The Call Centre called to confirm delivery and I immediately indicated that the 5th is not long enough and should be extended until I receive my car back in Durban. I was told the rental was only to get me back to Durban and that was it. Today (4 Jan 19) I called VWSA (Liezl) at 8am to follow up on the status of my car as the dealer has not given me any feedback on the issue apart from that “parts were ordered”. I also informed Liezl that I would need a courtesy car or some kind of transport for the time when I drop off the rental vehicle until I receive my car. She assured me all will be taken care off and she will call me back about the status of my vehicle. At 4pm I decided to call again after receiving no callback. Liezl transfers me to Delray , an assistant I have been dealing with previously. Delray advises me very abruptly that my car will get the fuel pump replaced and will be ready on Monday the 7th and asked how would I prefer to pick up the vehicle. Option 1 : VWSA pays to fly me to Cape Town and I drive it back at my own expense. Option 2: Send it on a truck and I receive it within 7-10 working days. Option 1 is a definite NO as I just drove back and forth to Cape Town. With option 2, I am forced to arrange my own transport for 7-10 days. A very frustrating phone call but VWSA refuses to assist with a courtesy car for the period up until I receive my car. A very frustrating experience to say the least: 1. Constant follow up from my side 2. No urgency or prioritization (rental delivered next day and requesting same day numerous times) 3. Call centre assistants with very different feedback and opinions. 4. Repeating of information when calling call centre ( why are there no notes being typed on customers profile?) 5. Not being informed upfront what the whole process regarding rental cars and vehicle delivery involves. 6. No feedback on the status of assessment and repairs of your vehicle

Let's hope and pray for some assistance from Barons Bellville tomorrow.