VWSA Shattering Sunroof

On the 28 of September 2020, I collected my brand new Volkswagen (VW) Polo TSI COMFORTLINE R-line from VW McCarthy Durban where I had purchased the vehicle and also financed by VW financial services. 13 days later, Saturday the 10th of October 2020, 07h45 in the morning, travelling on the N3 towards Van Reenen’s heading to Johannesburg, I heard a shattering sound coming from the sunroof of the vehicle then the sunroof shatter right in the middle and popped out. I then pulled over to ascertain what heard happened since the was no object that flown to cause an impact and I was travelling at speed between 80 /90, clear weather and it was a flat stretch without bridges or vehicles close by. I then checked the vehicle and confirmed that the sunroof had shattered on its own. I quickly called my insurers Momentum and reported the incident, we then opted that I drive slowly to the destination where I was headed (Kyalami, Midrand) then call again for the vehicle to tow to the nearest assessment centre. I drove to nearest police station from the incident which was Harrismith Police Station and reported the incident and when I got to Kyalami I called momentum and they tow truck came and towed the vehicle to their assessment centre Carello Auto in Kyalami.

On Monday the 12th of October 2020, I sent an email to VW McCarthy Durban and Volkswagen South Africa (VWSA) reporting the incident with pictures attached. The New Car Sales Agent that was assisting me with the sale and purchasing of this vehicle called me in response to my email and I explained what had happened then she advised that such incident must be sent directly to VWSA of which I had done so already. I then called VWSA customer service centre and spoke to Robin (Call Centre Agent) who confirmed receipt of my email and I also explained the incident to her again, then she gave a turnaround time of 72 hours to come back with feedback.

16 October 2020, A momentum consultant called me and advised that the vehicle has been assessed and it a factory fault the vehicle must go to VW since this is a warranty claim. I escalated the matter to VW Durban Dealer Principal (Shawn Stevens) since I had received any feedback from VWSA or a way forward. Shawn was helpful and got his team to arranged towing from Momentum’s Assessment centre to the nearest VW McCarthy Dealership in Centurion ( Autohaus) to be assessed by VW Technical team.

17 October 2020, the vehicle was towed to VW Autohaus and received by Service Manager( Stefan Erasmus) and his team who have been prompt and efficient. VW Autohaus have provided VWSA with all the information, pictures etc relating to the matter for them to conduct their investigation and draw a conclusion. On Tuesday I sent another follow-up email to VWSA to find out what going on since my car is still sitting at VW centurion not being fixed, the response call I received from VWSA Case Manager (Carol) was that they are still waiting for the stakeholders /directors to make a decision. Up to this day, I am still stranded without a vehicle, in a foreign province might you this vehicle is less than weeks old and finance under VW. VW did not even take the initiative to organise me a courtesy car while they are saying they still investigating the presented factory fault /warrant claim and knowing very that I am stranded in an unfami**** province that I have just relocated to since this incident happened when relocating to Gauteng from KZN. I even sent an email requesting for courtesy but that was just ignored and when I called in, I was told the case manager is currently busy on another call she will call me back of which she never did up to this day.

VW does not care about their clients, that is evident! They only care about protecting their brand and it is obvious that VW is deliberately delaying this matter. This matter could have resolved already by just authoring the agent to replace the sunroof glass and we go our separate way!