Mandisi M

Disgusting Service!!!!!!!!!, Vw doesn't want to take responsibility for replacing an eploded sunroof!!!!!!

Hi There I was driving to work on the 27th of October 2023. I just heard explosion sound and i thought it’s my tire. I didn't feel anything odd on the steering, there was just a drag force holding the car back like a window was open. I looked up and a saw the sunroof was shattered. No foreign object in the car. There was no prior crack. I called Vw Kraaifontein since they’re close to where I stay with no joy they revered me to my own insurance. I drove to VW Somerset West as they said they are close to where I work and they told me they don’t have capacity and advise me to go the dealer where I bought the car at VW Barons Bellville. I bought my VW Polo highline 1.0 DSG, 2021 model last year July 2022 at VW Barons Bellville. The car is still under factory warranty. Upon my arrival, they took the car in and said they will liase with warranty. It took a few days and I had to call a few times to receive feedback. They finally told me that warranty isn’t going to because it’s not a factory fault. Not telling me they conducted the investigation on behalf of warranty. I then asked them to email me the rejection letter and policy wording. They send me an email stating the below from the branch warranty clerk. The sunroof is not covered under warranty. VW Group Sa’s responsibility for glass, is Limited to a warranty of 1 month in use or 1000 km’s (whichever occurs first). The above statement can’t be correct because the glass warranty for a sunroof and the windows and windscreen can’t be same as the manufacturing process is different and the glass they also different. I called VW a few times requesting a letter of rejection and policy wording and the Manager then told me they can’t provide a letter or reference any VW policies, which I said is strange because they affiliated with VW Group in SA. The manager then told me to contact VW customer care myself as they can’t liaise with them, changing from our first engagement on Friday. I then called VW Group SA reporting the matter and telling them of their pathetic services. They said they will investigate and let me know. Phoned them a few times as well as I am stranded without a car. They than also came back with the below response which is in contrast to what VW Barons told me. VW barons actually did conduct an investigation and told them it isn’t a factory fault. Bare in mind they’re not glass experts and how did they come to the conclusion. I just asked the VW Group warranty to send me their rejection letter and it states as per below. We refer to all previous communication and regret the events that have led you to contact us. Having reviewed your concerns, regarding the vehicle sunroof, we wish to comment as follows: 1. Your vehicle was sold subject to the terms and conditions of a three (3) year or 120 000 km (whichever occurs first) Warranty and a five (5) year or 90 000km (whichever occurs first) Easy Drive Maintenance Plan (“EDM”). 2. Our legal obligation and commitment to our customers is in respect of the above- mentioned plans, provided the terms and conditions, thereof, are adhered to and that the concern falls within its parameters. 3. Before a claim can be submitted, a thorough assessment of the vehicle or components must be carried out by an approved Volkswagen Dealer. 4. We have liaised with Barons Bellville (“the Dealer”), who assessed the vehicle’s sunroof and confirmed that the failure is not due to a manufacturing defect. We wish to assure you that our Dealers are fully trained and equipped to carry out diagnosis and repairs on our vehicle models. The cost of the required repair will regrettably be for your account. Alternatively, you may contact your insurance. Thank you for giving us an opportunity to comment. Vw Group Sa/Bellville Barons takes no responsibility, and my car is under warranty. I bought the car at Vw barons bellville last year July 2022. Pathetic service. I have been stranded without a car for the past 2 weeks. No courtesy car no nothing all they tell me is to claim insurance. I have reported them to MIOSA. Lets see if they will do the honourable deed!!!. No glass expert examined the Car to give a verdict.