Poor Treatment

One morning, I started my 2022 VW Polo Life DSG (That I bought at VW Highlands in April 2022) and engaged on reverse with the intention to exit my garage. To my surprise I received no rear images on the screen/display, it was only showing the lines and the sensors beeping as usual. I went out to check what could it be a problem, only to find that the camera is not flipping, and the trunk door was also not opening. I booked the vehicle for repairs in VW Highlands in Lydenburg, I took it in on the 13th of January 2023. It was assessed and found that there was water ingression through boot handle which was not sealing completely due to factory fault. They said they placed an order for replacement spares which was expected to be delivered in two days (the 15th of Jan) and they advised me to take my vehicle and bring it back for replacement on the 15th. I resist to drive that faulty vehicle and DEMANDED a courtesy vehicle as my vehicle is still under warranty. The Service Manager, Boeta Bierman, said that they don’t have any courtesy vehicle, he insisted that I should take my car. I asked to speak to the Branch Manager but unfortunately, I could not manage to get hold of him as they said he was out of office (everyone was so relucted to give me his contact), I ended up leaving the vehicle at their branch. Arranged myself mobility to work on the 14th and 15th. NB: I am using that vehicle to and from work on daily basis. On the 15th around midday, I called the branch to check the progress; I was told that the part was not delivered it is expected the following week. I requested a courtesy vehicle again and I was told the service department that they don’t have any courtesy vehicle at the branch. I make way to find the contact of the Branch manager Andrew, I phoned him I told him my issue. Well, he told me hang and he would be back; within 15 minutes I received a call from the Service manager who was apologizing, saying that there was misunderstand – immediately the courtesy vehicle was available. I collected the vehicle the very same day – the agreement was to return it on the 30th of Jan or as soon as the vehicle is fixed. Every week, I would call the branch to check the progress and the answer was always the same: we are still waiting for the part. If I don’t call, I don’t get any update. On the 30th of Jan I called again to ask if I should return the vehicle or to renew the agreement; The Service Manager told me to keep the vehicle until my car is fixed. Every week, I would call the branch to check the progress and the answer was always the same: we are still waiting for the part. On the 3rd of March, I received an email from their service updating me on the part delivery, which was the 31st of March. Within hour or two I received a call from the Service Manager to return his car with immediate effect claiming that he received alarm the same morning that I was speeding. “True I was speeding, and was not the first time, I’ve been speeding the whole time with vehicle; that’s how I drive my very own car to work if I’m late.’’ I did not agree to return the vehicle if my car is not yet fixed. I escalated the matter to VW SA complains department, they arranged me another courtesy car. VW Polo Vivo Trendline, the worst vehicle for the value of my money. Upon receiving a courtesy vehicle from VW SA, I returned VW Highlands vehicle. Whilst at branch I had a discussion with the Service Manager, and he promised that once the part is delivered, it will take them 2hrs to fit it in and I can come to collect my car. NB: the part was expected on the 31st of March. I still call every week to check the progress, around the 29th I was informed the part has arrived and I must expect to collect my car within that week. On the 31st afternoon, I called to make another follow up. I was told that they are busy fitting the part and they might not finish. On the 1st of April I called again to make a follow up, I was told that there is something else they ordered, and they are expecting delivery the 12th (yesterday). I can tell you that even now when I write this complain, I have got their call and my car is still lying in their yard. I am frustrated as I am speaking.