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Sanjay M

1 reviews | Active since Feb 2021

03 Feb 2021, 11:51

POOR after sales service at Atlas Truck Centre (Pty) Ltd

I, Sanjay Manilall (ID ***) on behalf of Ash Nivz Logistics and Industrial Solutions (Pty) Ltd do hereby make oath and say:- I am very disappointed with the purchase of the vehicle, 2014 Mercedes Benz 26/44 Actros, from Atlas Trucking. I expected the vehicle to be in a much better mechanical and general condition as it had only done 387 710 kilometres.

On the day I took delivery of the vehicle, 08 January 2019, I was told to wait for the vehicle as it was undergoing its COF testing. After travelling a few kilometres from Atlas Trucking and only to find that the wiper blades malfunctioned (photos were shared with Atlas Truck Centre). I had to do a temporary fix and drive the truck with defective wiper blades from Johannesburg to Newcastle in pouring rain through most of my journey. To add, we had water dripping from the roof of the cabin onto the dashboard and the steering wheel (photos were shared). I had to stop a few times in the rain to fix the wiper blades and to cover the switches on the dashboard. The lights on the inside of the cabin were also out of order.

When we reached Newcastle, I noticed the rear chevron plate had come loose from its mounting. There was only two bolts holding the plate into position (photos were shared). One of the two was missing its washers and nut.

Some of the many listed defects which were submitted to Atlas Truck Centre were taken care of, however, a major defect was not addressed. This being the ongoing oil consumption of the vehicle.

Atlas Truck Centre’s sales person, Duan Wessels, had arranged for the defects to be rectified at Stucky Motors in Newcastle. However the oil consumption defect still persists with Atlas Truck Centre refusing to accept responsibility.

It is alleged that the vehicle’s odometer could not have been the mileage as shown. Besides the engine troubles, I also experienced: • prop shaft failure • clutch plate and releaser bearing needed to be changed • cylinders heads had to be removed and reconditioned • the fuel injectors replaced and pumps reconditioned Considering the low vehicle mileage at the time of my purchase, the above mentioned defects should not have arisen. We are currently running the vehicle with an oil consumption above 5 litres per 1000km with all complaints to Atlas Truck Centre, falling on deaf ears.

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Replies (1)
Atlas Truck Centre (Pty) Ltd
Atlas Truck Centre (Pty) Ltd's reply30 Mar 2021, 13:08
Official
Dear Mr. Manilall

 
 
Thank you for your post.

 
 
In response;

 
 
In Purchasing a pre-owned commercial vehicle there are many defects that could present itself at the time of COF or preparation for delivery. All visible defects are attended to at the best of our abilities before collection of the unit. Each and everyone one of our clients are important to us, thus the repair process that ensues once the unit has been sold. We have and will always only use the best suited repair centres for the work required, most of which have proven themselves over the 20 years that we have been in this industry. Unfortunately, there are times were, the minor things are overlooked and lead to a defective windscreen wiper that may not work, or even as small as a washer or nut not tightened on a chevron board. Because this is possible some of the time, we make ourselves available to take on all possible problems after delivery and try and come to an amicable solution that will keep our customers happy. In your own words;
 
 “ Some of the many listed defects which were submitted to Atlas Truck Centre were taken care of, however, a major defect was not addressed. This being the ongoing oil consumption of the vehicle.” 
 
 
Your statement above, although only partly correct, confirms exactly what I said; we make ourselves available after sales because every client is important to us and we come to amicable solutions in order to keep our customers happy. We are in the business to keep clients Mr. Manilall, not to upset them.

 

It is difficult to attend to concerns that arise when our customers are based in other provinces, much like yourselves. For this reason we ask the clients to have someone they trust and know to diagnose whatever issues they may have after collection. We were supp**** with list after list of your concerns on separate occasion. Luckily, after further discussion with yourself, we were able to come to a unanimous decision, that Stucky Motor would go through the vehicle and furnish us both with a full report of all your concerns as well as their own diagnosis. Stucky Motors followed through with your request and furnished us with a quotation. After much deliberation between yourself, Stucky Motor and Atlas Truck Centre, we decided it best you come in for an official meeting to further discuss the way forward. The quotation from Stucky Motors was the core of the discussion and was confirmed, by yourself, that should we come to agreement, that this will be resolved. Everyone agreed on a figure and Atlas Truck Centre proceeded to pay what we promised towards the repairs as per the quotation from Stucky Motors. It must be mentioned that it was unanimous in the meeting that once we pay for the repairs as per the agreement that the dispute would be settled and anything over and above the repairs paid for would then be considered ownership maintenance (you would be accountable for maintaining your own vehicle). Not once was high oil consumption brought up by yourselves before or during our meeting, nor was it mentioned in Stucky Motors diagnosis. The first we heard of high oil consumption was a week later, if not longer.

 

In closing;

 

The Ombudsman repudiated your dispute because we have done more than what was expected of us. We consider our obligation to you as closed in all forms on this particular matter and wish you the best of luck going forward.