Nomfundo M

No client centricity, pathetic, no care at VW alpine Pinetown

On the 23rd Sept, I took my car for a normal oil service. Was advised by Lynette(service manager) that car has a bad sound n i need to take back to VW for assessment n she said she was suspecting gear box problem ( mind you the car had no alerts when i took it for service except for the service alert) On the 01 Oct I took da car to VW n was advised that da needs to be left behind as they would need to strip da car I then left da car n when I enquired on turn around time, was advised that the car would be back by Monday following week n I was shocked n asked if they could push for Friday(3/10) delivery n Lyn advised that she would try n push for my request. On Monday the 6th, Lynn called me to ask strip da car because now she was not sure if should go ahead n fix da car as she suspected that I damaged da car n I was shocked that da car was just taken from Wednesday until Monday with no work done I then gave her a go ahead coz I knew that I never did any amendments to da car... she then indicated that if da damage was found to be from my side I would have to pay R9800 After that Monday, no updates from the dealership were received... I then called on Wednesday (the 8th) n couldn'tget hold of Lyn requested to speak to her line manager, n Ms Custury answered n arraged fr Lynn to call me.... Lynn then advised that they were waiting for insurance approval of gear box replacement... On Friday I went physically to check on da car but was advised that VW insurance needed them to strip the clutch n they were waiting for da insurance approval on whether to replace both gear box n clutch or only to replace parts of the gear box or the full gearbox. Again, i asked for turnaround time, n Lynn said they needed just a day to work on that, n i asked if they were working on Saturday... I left with an expectation that the car would be fixed on Saturday n latest Monday would recived back.. Again no contact was made from da dealership side, I then called Lynn to check but no improvement...I then called complaints department n was promised that I would receive a call within 48 hours- case number 02006359 spoke Tenesha but no call was received until now. I find VW to be so unprofessional, no client centricity, no care ....I still dont have my car 😕 I dont even know what stage are they in ...everytime I call no one knows whats happening, Lynn keeps me holding n would be asking around before she advises me, it's pathetic