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Charmaine S

Active since Apr 2026

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2 reviews

Volkswagen South Africa

3 months ago

POOR SERVICE

am extremely frustrated and disappointed with the poor service, lack of communication, and unresolved mechanical issue involving my Volkswagen Polo Hatch 1.0 TSI R-Line DSG. My vehicle was serviced at Volkswagen Menlyn on 18 February 2026. Less than two months later, on 10 April 2026, while driving under normal conditions, the vehicle suddenly lost power without any warning lights appearing on the dashboard. After stopping the vehicle and inspecting the engine, I discovered that the engine oil and coolant had mixed, creating a milky substance — a serious mechanical problem that should never happen shortly after a service. I immediately contacted Volkswagen Menlyn. A technician was only sent to my residence days later because the vehicle was no longer drivable. The technician confirmed the issue and arranged for towing. Since then, my vehicle has remained at Volkswagen Menlyn for almost three weeks with no proper progress, repair, or resolution. To date, my car is still at the dealership, and I continue to experience major inconvenience due to the delays and lack of feedback. To make matters worse, I was later presented with a quotation of approximately R20,686.20 merely for a strip-and-quote inspection to investigate the water pump and thermostat. I find this completely unacceptable considering the vehicle had recently been serviced by the same dealership. What has made this experience even more frustrating is the constant lack of communication and the fact that I have had to personally follow up every single time. Additional concerns from the service day: * On the day of service, I had to personally contact Motorite multiple times because Volkswagen Menlyn claimed they had not received the authorization letter, despite Motorite confirming it had already been sent. * I only received the authorization letter myself at 16:01 and forwarded it to the dealership. * Due to the delays and confusion, I now question whether my vehicle was even properly serviced on that day. * After the service, I also noticed unusual engine noises and the oil service light was still on until a technician later came to reset it. Communication with Volkswagen South Africa has also been extremely poor: * I have made numerous follow-up calls over the past few weeks. * I was repeatedly told they were still waiting for documents from Volkswagen Menlyn. * On one occasion I was told the consultant handling my case had just stepped away from her desk and would return my call, only to later be told she was actually on sick leave. * Different consultants have given conflicting information, leaving me confused and with no confidence that my matter is being properly handled. * I was also informed that only one specific consultant could assist because she had originally emailed Volkswagen Menlyn, despite the matter supposedly being visible on the system for all staff. I have also been severely inconvenienced by the lack of transport assistance, and even requested a courtesy vehicle, which was not available. At this stage, nearly three weeks later, I still do not have clarity, accountability, or a proper resolution regarding: * How such a serious engine issue occurred shortly after servicing. * Why there were no warning signs before the failure. * Whether the vehicle was properly serviced in the first place. * Why communication and customer service have been so poor throughout this process. * Why I am expected to carry the financial burden for a failure that may be linked to poor workmanship or service negligence. I expect Volkswagen South Africa and Volkswagen Menlyn to take responsibility, properly investigate this matter, and provide a fair resolution urgently. This entire experience has caused me significant stress, inconvenience, and loss of trust in the Volkswagen brand.

0 replies

4 months ago

Hello Pieter, I hope you are well. I would like to raise a concern regarding a closure HD hair piece I purchased from Haircity Menlyn on 22 March 2026. After only one week of use, the closure tore on one side, which is very disappointing given the expec

Hello Pieter, I hope you are well. I would like to raise a concern regarding a closure HD hair piece I purchased from Haircity Menlyn on 22 March 2026. After only one week of use, the closure tore on one side, which is very disappointing given the expected quality. I returned to the store today; however, the manager refused to exchange the item and instead suggested that it be sewn in-store. I do not feel this is a reasonable solution for a product that is still so new and should not have been damaged under normal use. Furthermore, the manager was rude and arrogant and indicated that I am welcome to take the matter further. I would greatly appreciate your assistance in resolving this matter, preferably through an exchange or a suitable alternative. Kind regards, Charmaine

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