Winston D

Pathetic service at VW Barons Tokai

Highly dissatisfied with the service at VW Barons Tokai 1. I purchased a vehicle at the dealership in February 2020. Within the same week I heard a warping sound coming from my rear tyres so I contacted the sales rep immediately and brought it to his attention. The rep advised me that I shouldn't worry about it and its purely because the tyres have been replaced soon the sound will go away, which in time it did so it never bothered me. Recently I extended my plan to a full plan which amounted to over R 30 000. After extending the plan I had a few concerns and decided to take my car in to have these issues addressed. One of my request was for the tyres to be rotated. To my surprise I was advised that the tyres cannot be rotated and balanced because the tyres are worn out but only on the inner part of the tyres. If I look at my tyres they look perfectly fine with ample thread. This still does not make sense to me. Its only been a 1 year, realistically how can brand new tyres be worn out in one year. 2. My car was booked in for 2 days for an inspection to check all the concerns that I asked to be addressed. It is extremely  inconvenient to be without a vehicle as I do not have a spare car. I have to depend on family members who have their own obligations to drop me off at work in the mornings and again pick me up in the afternoons. For all the inconvenience bestowed on me, no courtesy car was offered. Only a lift to my home after I dropped my car off at the dealership. The lift home was not beneficial to me at all because I reside in Plumstead but work in Athlone. When I collected my car after 2 days, absolutely nothing was done to the vehicle. None of the concerns were addressed. The service advisor explained that parts needed to be ordered, fair enough but nothing else was done, even for the issues that didn't require a part to be ordered. The consultant advised me at the dealership when the car was collected that the wipers were replaced. I trusted her and didn't even test the wipers. A week later it rained then I realized that even the wipers weren't replaced. Even after this appalling experience I didn't log a complaint. I did express my dissatisfaction with the service advisor however it appeared as if the matter was treated with a pinch of salt. No contact from management after expressing my dissatisfaction, "absolutely nothing". I received a call from the service advisor informing me that the parts were ready and I can bring my car in to have all the repairs done. This time I assumed that given the poor service I received at my  last visit, all repairs will be prioritized and I would have picked up my car within two days. My car was booked in at the dealership on Tuesday 23/03/2021. Today, 25/03/21 I received a call from my service advisor, "Mr Dasari, we just received your parts and I will be able to tell you tomorrow when you can can collect your car. The discussion I had with the service advisor was that I'll bring the car in when all the parts are ready to avoid having my car parked at the dealership. When I was called to book my car in I was under the impression that the parts were ready. I was not pleased with the call but I did not complain to the service advisor because it appears as if she's not taking me seriously. 3. My car has been at the dealership for 5 days and I'm still being told that they do not know why the car has a irregular idle. I certainly do not know anything about mechanics but I surely expect the experts at the dealership to understand why the car is idling irregularly, when I received the car it never idled like that 4. I was appalled after I spoke to the gentlemen in the repair department. He told me there's nothing they can do about the tyres. I mean, don't just tell me you can't rotate the tyres. I was told "You need to speak to the sales representative who sold you the car". Why do I need to raise a concern with the sales department? The information I give to any representative of a company must be referred to the relative department. A simple " I'll give your contact details to the sales department and they'll give you a call" that's customer service