********** waiting times 9+ hours and disgusting service

I am writing regarding the extremely poor service experience I received at Volkswagen East London on 30 April 2026. I had booked my VW Amarok for a service and repairs on 28 April 2026 for the 30 April 2026. However, I did not receive any booking confirmation or reminder prior to my appointment. Upon arrival at approximately 08:10, my assigned service advisor, Asanda, greeted us by asking, “who is Dr Zibonti between the two of you,” that was the longest sentence spoken from our arrival at 08;00 to departure at 16:30. The interaction continued in a rushed and dismissive manner, with little to no effort made to explain the process on our 3 hourly queries regarding updates. Key concerns from the visit include: No proper intake process: No explanation of the service procedure, expected timelines, or available facilities (such as waiting areas or transport options). She had made erroneously booked us for queries brought up at check in and not the service. It was upon our queries that we identified she had not booked us for the service we initially booked for.

Lack of communication: Throughout the day, I received no updates unless I personally followed up. At 15:00, I was only then informed that work had started at 14:30. No explanation no apologies just a bored careless attitude. Incorrect booking handling: She hadn’t booked the vehicle was not initially booked for the main service it was brought in for, causing further delays. No customer care whatsoever: No effort was made to inform us that there was no shuttle service available, despite us being from out of town. We remained at the dealership as if it’s our full time job. Poor professionalism: When I requested a plan extension quote, I was dismissively referred elsewhere without assistance or clear directions. Excessive delays: After arriving at 08:00, the vehicle was only attended to late in the afternoon. We left at 16:30 with a car that hadn’t been completed or washed or any of our queries attended to. At approximately 16:30, I requested that only the service be completed due to the delays, we are from out of town and cannot sleep at the dealership. The service and wait times are worse than government hospital service.

Following this: The technician (Jason) was decent enough to give us an update, which we appreciated considering no decent informationhad been provided prior. However, the additional checks and work hadnt been completed, including tyre pressure adjustments and a road test, the pollen filter old and new were on the passenger seat. vehicle was never driven (confirmed by observation and recorded mileage). Tyre pressuress were still uneven and greatly disparate as when the vehicle was brought in. We were told the vehicle had not yet been washed, despite it being on-site the entire day from 08:00 - 16:00 Upon receiving the vehicle: No explanation of work done was provided by the service advisor. No documentation was issued. The pollen filter (both old and new) was left loose on the passenger seat. The cover/lid for the pollen filter compartment was missing. A personal item (car charger) was missing from the vehicle. This experience reflects extremely poor service delivery, lack of accountability, and dishonesty. It raises serious concerns about whether the service itself was properly completed, and whether warranty claims may be inaccurately processed. I am deeply dissatisfied and regret bringing my vehicle to this dealership. We spent NINE AND A HALF hours at this dealership with no restroom facilities or drinking water for the ****tiest service and customer care. Don’t drive yourself mad at this dealership rather drive to PE