VW Philwest Somerset West - Do not support

To all reading this, please do not take your VW to Philwest Somerset West for a service. I will no longer support them and would under no circumstances recommend them to anyone!

Here's an idea of the sequence of events.

After my Jettas service there in March 2019, on starting up the vehicle to leave while still inside the service center, it immediately 'backfired' (a single pop sound from the front of the vehicle accompanied by a puff of smoke). Two service technicians, even though hearing it and looking directly at my car, nonchalantly continued their business as if they didn't hear anything. When questioned directly they half-heartedly acknowledged that that sounded like a backfire. This immediately after being serviced! Since this did happen from time to time before the actual service (I assumed it was because I was late with the service), the service advisor didn't budge and said that I should have informed them of it. They only follow what's in the book. They heard it themselves though and took no action! I must say the response from the technicians and service adviser took the cake for me! If you want friendly responses and real customer service, you aren't going to get it here!

I left, unhappy but resolved to the fact that maybe I should have informed them about the backfire before they serviced it. The 'backfire' occurred twice over the next two days, prompting me to return to the service center to seek attention. A technician did a diagnostic and since no errors showed (besides an issue with my airbag which I was already aware of), they would not very helpful in looking or diagnosing further. I left again, unable to get anywhere with the situation. By the way, I did not receive any of the 'old' replaced filters/spark plugs, etc, etc. I didn't think much of it anyway.

In July, when doing a regular oil check, I was surprised to find that the dipstick was completely dry! Not understanding how this was even possible without any oil leaks, after filling it up I drove it directly to VW Philwest. The service technician looked it and said I needed to drive it for another 1,000kms after which they would be able to measure how much was being used/lost.

Three days later, while driving I noticed a sudden rough idle, significant loss of power and audible 'misfire'. It vibrated heavily and I could only drive very slowly. I drove it to the nearest VW in Claremont who advised me that the coil and leads needed to be replaced. Replaced it the next day, Absolutely no change.

Two days later, I drove it into Philwest VW. I complained to the service manager who booked it in for a check while I waited in the waiting area. Approximately 2 hours later, the service advisor hands me back the keys and advises that they would need to open up the engine before they can diagnose and quote me! (Ridiculous since I'll already be a few K in the hole once they open it up) Their findings were not clear and their explanations were very vague. I've heard of an engine losing compression but compression being 'too high' was a first for me. On starting up the car to leave, the misfire was gone! When asking them what they did, all they said was that it would happen again and that it needed to be opened up to be properly diagnosed. Unhappy with the explanation but happy that it was running again, I left.

Fast forward 2 months, it started again with the same symptoms as before.

A private mechanic diagnosed and found the spark plugs to be bad. Incorrect spark plugs on top of the fact that 3 of them were the same and the fourth was a completely different spark plug. Replaced these with a set of new spark plugs and the car runs smoothly once again!

I can't believe that VW Philwest wanted to have the engine opened up and of course charge me for it, when all along they very very likely knew full well it was simply the spark plugs. I highly doubt they even changed it at the last service although at this point it is too far along to prove anything.

Unfortunately, any trust I have in them has completely disappeared. I want to warn every customer of this branch. You might have one or two satisfactory visits but you better hope that nothing goes wrong because then you will not get satisfactory acknowledgment nor friendly service from these guys. On top of that, you will be charged an arm and a leg. Rather go to another VW (VW Claremont gave me great service from my brief interaction with them).

You've been warned!