BAIC KEMPTON PARK & BAIC SA Unreliable, Faulty Car & Poor Customer Service!!!

Now let's start from the beginning. I purchased my very first car, a Grey Beijing X55 premium 2023 model which was delivered to me on the 26 of April 2023 from BAIC Kempton Park. The delivery process had some hiccups but nothing unforgivable. I was attracted to the stunning looks and fancy tech of the vehicle like most people and for some time I was very pleased with the vehicle until it started showing it's true colors.

Where things started to go downhill was with the Aftersales or Service Department at BAIC Kempton Park who services with/ through Chery at the same branch. 1. The first time I took my car in for 5000km service, my cash & my perfume were ****** from my personal belongings which I had left in the vehicle. Now I understand it was my fault for having so much trust that I could leave my valuables in the car, but when I reported the issue to the lady at the front desk I was basically gaslighted and received no sincere apology for what had happened. I didn't even receive a report back that the issue was addressed to prevent it from happening to other customers. This was the beginning of the worst car service relationship for me.

2. My problems with the vehicle began the week of 11 December 2023, when my engine light started going on spontaneously. I immediately contacted the dealership to take in the vehicle. I took the vehicle in on the 14th of December, but the engine light had switch off spontaneously after I turned the engine off at the dealership, and I was told diagnostics could only be ran when the light was actively on. So I returned again on the 20th of December when the light had switched on again, by now the vehicle was also making a strange sound, and it was losing power which at the time the mechanics/technicians at BAIC explained to me as Limp mode. They took the vehicle for diagnostics and told me they needed to order and replace a new temperature sensor, but that I could take the vehicle home and drive it in the meantime and said the part would arrive on Wednesday, the 27th of December. The date arrived and there was no feedback or communication. I then reached out again on the 2nd of January 2024 after the holidays for an update. The part had still not arrived and I was continuously being given false reassurance. All the while the engine light was spontaneously going on & off so I stopped using the vehicle because I eventually got really concerned for my safety as well. I arranged to tow the car into the dealership on 9 of January 2024. They kept the vehicle until the so called temperature sensor was replaced, bare in mind, they don't give you a courtesy car during the time they take the vehicle. I was then reassured by the technician that that was indeed the cause of the car problems. I fetched the vehicle on the 30th of January when they said the car was fixed. I had the car for only 6 days with practically no difference in terms of the sounds & power.

3. Then behold, on the 6th of February the engine light was back on again. I immediately reported it and was told to bring the car in again. By now I was unimpressed with the poor communication from the lady at the front who seemed to handle everything regarding paperwork & dealing with service customers. She was unprofessional & always shared her personal issues to receive sympathy or understanding from customers, which I unfortunately was a victim of as a young caring medical doctor with empathy.

4. I now opted to take my business elsewhere and get a second opinion. I reached out to Renault Group 1 at The Glen who services BAIC vehicles. ( Whose service was impeccable for the most part) I was assisted by a very competent gentleman who was consistently communicating with me throughout. I took my vehicle in on the 7th February 2024 but unfortunately the engine light was off so they couldn't diagnose the fault, but they did replace a damaged tyre pressure sensor for me under warranty within a week (which BAIC Kempton Park failed to do since December 2023). I eventually took the vehicle back to Renault, The Glen and got feedback on the 26th of February that the fault codes were picked up and I needed to bring my car in for 2 days for further diagnostics which eventually showed that the temperature sensor was causing the warning lights (funny right).

But seeing as I had better rapport, positive experience and trust in this dealership I gave them the benefit of the doubt. They requested proof that the part was replaced the first time as per the invoice from BAIC Kempton Park. I messaged that same lady at Kempton Park on the 29th of February to request the invoice, but she only sent it to me on the 5th of March after continuously ignoring my calls, almost like she was cooking it up (very ***** dating on the invoice as well).

5. My car was at The Glen dealership all this time. Fast forward, they replaced the temperature sensor again at The Glen. I fetched the vehicle on the 20th of March 2024. And behold, on the 25th of March the engine light was on again. By now I was fed up and very well wanting to let go of the car. I was told the BAIC SA technician would come to assess & diagnose the vehicle further and advised to report the issue to BAIC SA. On Wednesday, 27th of March I took the car back in and contacted BAIC SA to complain. The guy from BAIC SA said he would followup with the respective dealerships regarding my vehicle and provide me with comprehensive feedback. He hasn't contacted me to date. Eventually the technicians decided to replace the computer box which was specifically done by the technicians from BAIC SA head office on Wednesday, 24th of April. They tested the vehicle and said it was good to take home. I collected the vehicle on the 25th of April and behold, the engine light was on AGAIN on the 26th of April. Mind you, the car was still making a sound & still no power. Nothing fixed but apparently checked and approved.

6. By now, I was feeling defeated & really upset. On Saturday, the 27th of April I went to the dealership at BAIC Kempton Park, where my struggles originally began. I spoke to my original sales person who test drove the car and confirmed everything i was saying (that the car was making a funny noise and had no power). I spoke to the Aftersales Managing director who went to assess the car with the technician and guess what?? He was not offering any immediate solutions (trade in, replacement, refund). He suggested after his own evaluation, that there was a loose pipe not connected where it should be & that temperature coolant fluid was leaking from the engine. My question was, how was this not picked up all this time that I took the vehicle in for diagnostics??? He said he would contact BAIC SA to find out what they did to the vehicle and get more parts to fix the car. I was again not offered a courtesy car because there's only one Chery courtesy car for the entire service dealership ( Between BAIC & Chery Kempton customers). How ridiculous!!! I basically left the car at the dealership and have been waiting for a final solution with no hope insight.

7. The car is technically a year old, just clocked 15000KMs and still under warranty and I've already taken it in too many times to count for the same issue. All this while being an inconvenience to me while my debit orders continue to go off, without compensation or courtesy car and the worst aftersales service at BAIC Kempton Park. It's very clear that the car is very faulty and the technicians themselves are struggling to solve the problem, they are still learning & figuring things out and my car happens to be the guinea ***. I have heard though, that I'm not the only one who has complained about the engine light issue. The least they can do is take their car back & refund me or replace the vehicle with a one more reliable & suitable.

8. After this entire experience I have soooo much regret purchasing this vehicle. All the good looks, not even the red leather seats or panaromic sunroof is worth so much stress & trouble & possibly a risk to my safety. Bare in mind, this is my first ever car purchase as a young professional. All my joy turned into sorrow. Our vehicle experiences may not be the same but I would not recommend this to anyone. Moving forward I'll go for more trusted & reliable brands with proven track record & customer satisfaction. Buy this vehicle especially at BAIC Kempton Park at your own risk.