Ongoing Unresolved Issue with Steering Rack – VW Polo Vivo (Purchased November 2024) – McCarthy VW Wonderboom

Dear VW South Africa / HelloPeter Team,

I am writing to express my deep dissatisfaction with the service I have received from McCarthy VW Wonderboom regarding a persistent issue with my VW Polo Vivo, purchased in mid-November 2024. I would also like to add that upon purchasing the vehicle, my sales representative informed me if this car was involved in an accident it won't fall under cover of the maintenance plan.

Shortly after purchasing the vehicle, I noticed a noise coming from the steering rack and reported it to one of the maintenance officers at the dealership. I was informed that it was safe to drive to the Eastern Cape, and that the issue would be attended to upon my return.

When I returned, I immediately took the car back to the dealership and again reported the steering rack issue. While other problems (such as the water pump system and brake issues) were attended to, the steering rack problem was repeatedly dismissed or deferred. Each time I raised this concern, I was met with excuses and no real resolution.

Despite several visits to the dealership — including ensuring that my scheduled services were completed on time — the steering rack issue was never properly addressed. In October 2025, I requested the contact number (Whatsapp number) of the maintenance officer and I visited the dealership again. The team only tightened the suspension, but the noise persisted. I even recorded the sound and sent it to the maintenance officer, who asked me to bring the car back in.

After leaving the car with them for an entire day, I was later told that there were scratches underneath the vehicle and that one rim was bent, allegedly from hitting a pothole. I disagreed with this assessment, as I had reported the steering rack noise since the first week of owning the vehicle — well before any such damage could have occurred.

Following ongoing back-and-forth discussions, I was advised to contact VW Assist, which I did on Friday, 31 October 2025. VW Uitenhage contacted me and said they would investigate the matter. On 6 November 2025, I was informed that VW Wonderboom concluded the damage was self-inflicted.

I find this conclusion unacceptable, as the issue was reported immediately after purchase, has been documented in open job cards, and has been repeatedly ignored by the dealership. Furthermore, my motor plan expires on 17 November 2025, and it appears that this delay in addressing the issue may be intentional so that the matter falls outside the warranty coverage period.

I am requesting that VW South Africa intervene urgently to:

Reassess the vehicle and the steering rack issue fairly, considering the original reports.

Ensure the repair is covered under the motor plan, as the issue predates any alleged damage.

Hold McCarthy VW Wonderboom accountable for the repeated neglect and lack of resolution.

I have been a loyal VW customer, but this experience has been extremely disappointing and frustrating. I hope that VW will act promptly to restore my confidence in the brand and ensure fair treatment for customers.