RC
Rosemary C
1 reviews | Active since Oct 2020
07 Oct 2020, 13:21
Service Complaint/Dispute
In June 2020 I took my car, a VW Polo to Wolfsburg VW & Audi New & Used Spares because it had a problem with the starter. They replaced the starter and I paid R1664. After a month it started making noise. In September I reported it to them and sent an audio recording of the noise. I was told that they have a guarantee for 3 months. I asked a friend to take the car to them and he was told that it has been over 3months. I contacted them myself and informed them that I reported the problem before the 3 month period ended. They informed me that they will replace the starter and I will only pay for the labor and I can bring the car the following day. (The conversation was recorded) I sent the car back the following day and they changed the arrangement and said now I must pay for the starter not the labor like they said the previous day. I spoke the manager and he told me that they can only replace the starter if it is reported within 2 days. Now they are changing from the initial story of 3 months. I asked him that where is it written because nothing in my invoice says that. He then reply that all the businesses operates like that. It is uncalled for that a company has the policy that is not written down.
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Wolfsburg's replyOfficial
09 Oct 2020, 08:23Dear Rosemary, We hereby refer to your service complaint posted on the 7th October 2020. We have reviewed your post and find that there are a couple of discrepancies. 1. You stated that we have replaced the starter and that you have paid R1664 failing to mention that it is a secondhand starter. 2. It seems very strange that if the secondhand starter began making a noise after one month, that you waited a further 2 months before you reported it to us. A total of 93 days or 3 months. 3. You stated that the salesman told you that the part has a 3-month guarantee. This is incorrect as our workmanship caters for a 3-month guarantee. The part itself being secondhand is only returnable within a 7-day period. This is stated at the bottom of your invoice alongside the other statement which states: No returns on electrical parts.
4. As the first correspondence between us was on the 30th of September 2020, it is obvious that the 3-month (guarantee on workmanship) period had already expired. Upon inspecting the vehicle, it was also noted that there was also nothing wrong with the workmanship, the secondhand starter was 100% correctly fitted.
5. As per your conversation with our salesman, he merely stated that however the secondhand starter was to be repaired, you will still be liable for the labor workmanship which was correctly performed in the first place.
6. In your conversation with the Manager he informed you that they can only replace the secondhand starter if it was reported within 7 “not 2” days from date of fitment. See point 3 as reference. 7. We are not changing the initial story of 3 months. Please bear in mind that we are talking about 2 separate items on the invoice: Point 1: the first of which being labor (workmanship) which comes with a 3-month guarantee which was correct on inspection. Point 2: the second of which is the secondhand starter motor itself, which as per your invoice states “no guarantee on electrical items”, however had you come back to us within a 7 day period, we would have gladly assisted you as best we could.
8. Upon asking where it is written, you were informed that it is at the bottom of your invoice and the fact that you WhatsApp’ed a picture of the invoice to us clearly indicates that you have an invoice, please refer to said invoice to see details.
9. The Manager also informed you that all secondhand dealers operate on the same principle. i.e no guarantee on secondhand parts.
10. In contradiction to your last sentence, the policy is printed at the bottom of your invoice. Please refer to said invoice.
In closing, Wolfsburg now deems this matter to be finalized and closed.
Yours Sincerely
Wolfsburg Management
4. As the first correspondence between us was on the 30th of September 2020, it is obvious that the 3-month (guarantee on workmanship) period had already expired. Upon inspecting the vehicle, it was also noted that there was also nothing wrong with the workmanship, the secondhand starter was 100% correctly fitted.
5. As per your conversation with our salesman, he merely stated that however the secondhand starter was to be repaired, you will still be liable for the labor workmanship which was correctly performed in the first place.
6. In your conversation with the Manager he informed you that they can only replace the secondhand starter if it was reported within 7 “not 2” days from date of fitment. See point 3 as reference. 7. We are not changing the initial story of 3 months. Please bear in mind that we are talking about 2 separate items on the invoice: Point 1: the first of which being labor (workmanship) which comes with a 3-month guarantee which was correct on inspection. Point 2: the second of which is the secondhand starter motor itself, which as per your invoice states “no guarantee on electrical items”, however had you come back to us within a 7 day period, we would have gladly assisted you as best we could.
8. Upon asking where it is written, you were informed that it is at the bottom of your invoice and the fact that you WhatsApp’ed a picture of the invoice to us clearly indicates that you have an invoice, please refer to said invoice to see details.
9. The Manager also informed you that all secondhand dealers operate on the same principle. i.e no guarantee on secondhand parts.
10. In contradiction to your last sentence, the policy is printed at the bottom of your invoice. Please refer to said invoice.
In closing, Wolfsburg now deems this matter to be finalized and closed.
Yours Sincerely
Wolfsburg Management
Wolfsburg's reply09 Oct 2020, 08:23
Official
Dear Rosemary, We hereby refer to your service complaint posted on the 7th October 2020. We have reviewed your post and find that there are a couple of discrepancies. 1. You stated that we have replaced the starter and that you have paid R1664 failing to mention that it is a secondhand starter. 2. It seems very strange that if the secondhand starter began making a noise after one month, that you waited a further 2 months before you reported it to us. A total of 93 days or 3 months. 3. You stated that the salesman told you that the part has a 3-month guarantee. This is incorrect as our workmanship caters for a 3-month guarantee. The part itself being secondhand is only returnable within a 7-day period. This is stated at the bottom of your invoice alongside the other statement which states: No returns on electrical parts.
4. As the first correspondence between us was on the 30th of September 2020, it is obvious that the 3-month (guarantee on workmanship) period had already expired. Upon inspecting the vehicle, it was also noted that there was also nothing wrong with the workmanship, the secondhand starter was 100% correctly fitted.
5. As per your conversation with our salesman, he merely stated that however the secondhand starter was to be repaired, you will still be liable for the labor workmanship which was correctly performed in the first place.
6. In your conversation with the Manager he informed you that they can only replace the secondhand starter if it was reported within 7 “not 2” days from date of fitment. See point 3 as reference. 7. We are not changing the initial story of 3 months. Please bear in mind that we are talking about 2 separate items on the invoice: Point 1: the first of which being labor (workmanship) which comes with a 3-month guarantee which was correct on inspection. Point 2: the second of which is the secondhand starter motor itself, which as per your invoice states “no guarantee on electrical items”, however had you come back to us within a 7 day period, we would have gladly assisted you as best we could.
8. Upon asking where it is written, you were informed that it is at the bottom of your invoice and the fact that you WhatsApp’ed a picture of the invoice to us clearly indicates that you have an invoice, please refer to said invoice to see details.
9. The Manager also informed you that all secondhand dealers operate on the same principle. i.e no guarantee on secondhand parts.
10. In contradiction to your last sentence, the policy is printed at the bottom of your invoice. Please refer to said invoice.
In closing, Wolfsburg now deems this matter to be finalized and closed.
Yours Sincerely
Wolfsburg Management
4. As the first correspondence between us was on the 30th of September 2020, it is obvious that the 3-month (guarantee on workmanship) period had already expired. Upon inspecting the vehicle, it was also noted that there was also nothing wrong with the workmanship, the secondhand starter was 100% correctly fitted.
5. As per your conversation with our salesman, he merely stated that however the secondhand starter was to be repaired, you will still be liable for the labor workmanship which was correctly performed in the first place.
6. In your conversation with the Manager he informed you that they can only replace the secondhand starter if it was reported within 7 “not 2” days from date of fitment. See point 3 as reference. 7. We are not changing the initial story of 3 months. Please bear in mind that we are talking about 2 separate items on the invoice: Point 1: the first of which being labor (workmanship) which comes with a 3-month guarantee which was correct on inspection. Point 2: the second of which is the secondhand starter motor itself, which as per your invoice states “no guarantee on electrical items”, however had you come back to us within a 7 day period, we would have gladly assisted you as best we could.
8. Upon asking where it is written, you were informed that it is at the bottom of your invoice and the fact that you WhatsApp’ed a picture of the invoice to us clearly indicates that you have an invoice, please refer to said invoice to see details.
9. The Manager also informed you that all secondhand dealers operate on the same principle. i.e no guarantee on secondhand parts.
10. In contradiction to your last sentence, the policy is printed at the bottom of your invoice. Please refer to said invoice.
In closing, Wolfsburg now deems this matter to be finalized and closed.
Yours Sincerely
Wolfsburg Management