VWSA / Dealership Interaction Challenges

I purchased a brand new VW 1.0 Polo R Line last year. The car has rattles on the passenger LHS front / dash, on the dash center, the tailgate rattles which I had already addressed previously to the first service for which all parties agreed.

Every Polo 1.0L I had owned, experienced either DSG jerking problems or the loose rattling tailgate.

I even was forced to manage and live with this DSG issue since I was exhausting my avenues addressing this matter on hand.

I must admit that this is a ' VW Dealership PDI / QC' Red Flag', even moreso this being a brand new purchased vehicle.

I have now run out of patience and therefore at this juncture to state and pour out my experiences on the brand to this end.

I called VW SA Sandton to query on behalf of the servicing dealership, on who absorbs the rattle costs on the poor VW Dealership PDI / QC on the brand new purchased vehicle.

I spoke to Customer Care, Tandela and she indicated that she has to escalate to the in question servicing VW Dealership. I was uncomfortable to escalate since I have a long standing good relationship with the said Servicing Dealership. When asked, she insisted that I cannot speak to her CC Manager since she is the CC Intervention Specialist but she also failed to provide her CC Managers number, whereby being private about the requested info to provide answers on my unanswered cost question in concern. She further indicated that she cannot promise that her CC Manager will be able to return my call.

I thereafter thanked her and ended the call after this Customer Care Specialist failed intervention. With the above build up and experienced failure, I pursued another voice prompt option and called VW SA General Enquiries and addressed with Carli.

Carli, after much deliberation who also failed to assist me provided a reference number of assistance to pursue.

She did indicate that I will get an sms which I still await, another failure.

Carli, gave me the impression that she was getting tired listening to my 'hue n cry' judging by her trying to shorten the query conversation instead of providing a root cause answer to my burning raised concern.

This is an alarming concern with the calibre of recruits in Customer Care and General Queries VWSA with this kind of experience more especially unclear processes, no first time response interaction and more damaging to the brand.

I did indicate to VW CCIS & GQ that I can now fully understand why the commercial competitors are reducing their market share.

Scarry!!!