Very Disgruntled Customer

I collected my vehicle on the 15th of May and was informed that within 7 days I would receive an sms to confirm if I was going to collect the license disc at the dealership or at a license Department closer to where I stay. I did not receive this sms after 7 days so I called to follow up and they connected me to someone in after sales but there was no answer. I called back at reception and let them know that there was no answer and they opened a ticket saying that it will be attended as soon as someone is available.

I called again on the 30th of May to follow up on the ticket and the receptionist connected me to someone in after sales and I couldn't get through again.

On the 31st of May I experience issues with the vehicle. The check engine light was on and the car was shaking vigourously and losing power, I had to drive it home very slowly and took it to the nearest VW branch on the morning of the 1st of June. I tried calling the dealership again with a number for after sales that was provided to me by the receptionist and did not receive a response. Called again on the 3rd of June and still no response.

I was finally able to reach this number on the 4th of June using my work landline and was asked to please send the quotation outlining all the issues on WhatsApp and they would get back to me. I immediately sent the quotation after the call and waited for the response.

I did not get a response so I followed up on this number via WhatsApp and tried to call but I got no answer, however, I received an sms that they would get back to me and they still haven't.

I am very frustrated and helpless at this point because I feel like I've explored every possible avenue to try and get this issue fixed. I've even gone so far as to try and get my insurance to pay for the repairs but unfortunately they cannot assist till such time that I provide the license disk number which I still have not received from the dealership.

Such poor after sales service, is everyone briefed not to answer calls or respond to communication from customers???

I feel bad for the receptionists, I'm pretty sure they are the ones who have to deal with raging customers since they are the only ones in the entire organisation who answer the damn phone.