WeeklySA_AdminApologise: The company apologises for any inconvenience due to certain limitations when it relates to car parts
By Thuli Zungu
When Dzivhuluwani Ramovha of Midrand purchased a VolksWagen Golf valued at R821 917 at a dealership in Hatfield, Pretoria in 2019 he neverthought it would give him sleepless nights.
Ramovha is paying an instalment of approximately R20 000 a month on this car including insurance for a vehicle he has not enjoyed since he bought it. A few months after purchasing the car, he had a breakdown and after a diagnosis, the VW dealership established that it had a clutch prob- lem. It took the company about 4-5 weeks to repair.
It was clear however that this was a defect from the manufacturer. He then requested to exchange the car for another vehicle but this was denied by management.
Two years later he experienced the same prob- lem with the clutch. The company repaired and brought it back but in 2022 the defect got worse. He was told that a new gearbox was needed and this would cost him R180 000 to replace it. The VW dealership refused to pay the cost.
After weeks of negotiating the company finally agreed to repair the clutch. It took about 3-4 weeks for VW to fix it. ‘’The problem however continued and now with the current brakedown I am told the car needs a new engine. The car has been collecting dust at the dealerships for the past six weeks,” Ramovha says.
It was only last week that VW SA informed him that they had ap- proved the replacement of the engine. This week he visited the dealership to get feedback about the progress only to be told that VW SA have tried to order a new engine in SA and Germany but could not find any stock.
This means that a new engine needs to be assembled from scratch, tested, shipped and delivered.
Ramovha says he has been treated unfairly and doubts if VW subscribes to the Treat Customer Fairly prin- ciples. “I have been requesting VW SA to replace this car as they have all the above breakdown history.
I also spoke to the Managing Director’s office but could not be helped.’’ Requests for meetings with VW management have been unsuccessful because they are always unavailable.
“I am stuck and seriously in need of help”. Chris Harmse of Mastercar Sales Manager at Hat- field, apologised for any inconvenience Ramovha has experienced since he bought their product.
“We want to assure him that we always prior- itize our customers’ needs. Mr. Ramohva must please understand that certain limitations arise when it comes to car parts.
“We do not manufacture engines in our work- shop and rely on the manufacturer for supply.’’ Returning the vehicle, as he has re- quested, was unfortunately not an option because it had clocked over 120,000km and cannot be accepted as a return, much as we want to guarantee him a fault- free vehicle for a lifetime.
“It is a man-made machine and anything can break because of the use of it . However, that is why our vehicles come with a warranty and should something go wrong the manufacturer’s warranty will cover if it is not related to wear and tear,” Harmse says.
Ramovha, he added, had not paid any money for the repairs because the warranty has covered up all costs. ‘’That is a clear indication that we are here to assist in every way.’’
Harmse undertook to keep Ramovha updated and the company was committed to resolving this matter swiftly as they are waiting for backorder car parts.
Volkswagen South Africa (Pty) Ltd regretted that the issue has come to this stage. Leonie Bowkers, a specialist in the Office of the Managing Director, says they can appreciate that it is disappointing whenever a vehicle requires repairs, regardless of its age and mileage.
VWSA’s contractual and legal obligations are in respect of the vehicle’s Warranty and Mainte- nance Plan. In this instance, the Warranty has ex- pired, whilst the Maintenance Plan remains active.
Bowkes says VWSA remains committed to honouring its obligations arising from the Mainte- nance Plan provided that the terms and conditions thereof, have been adhered to.
“We are exploring all avenues to see how we can expedite the needed part and will remain in contact with Mr. Ramovha until his vehicle is repaired and returned to him.”
