Formal Complaint Regarding Service and Courtesy Car Issues

Good day CFAO and Nissan

I am writing to formally raise a concern regarding the ongoing service of my vehicle at your dealership. While I understand that repairs and maintenance can sometimes take longer than anticipated, the lack of communication and inconsistent information provided has left me frustrated and dissatisfied with the overall service experience.

Below is a detailed timeline of events:

Tuesday, 4 November I dropped my car off for service. It was only returned to me on Thursday, or possibly Friday, which was later than expected, which was no problem as I was working from home Friday, 8 November

Monday, 11 November My car was collected, and I was informed by Omphile that I would need to bring the car back for gearbox repairs. I acknowledged this and agreed to bring it back.

Judy (Service Manager) called me to follow up and asked when I could bring my car in for the gearbox repairs. She mentioned that Omphile was not available that day. I informed her that I was at the office and would need to consult with my manager before confirming the date. After a short while, I called Judy back to confirm that I could bring the car in the following day.

Tuesday, 12 November I arrived at the dealership with my car and handed over the keys to Judy. At this point, I also inquired about a courtesy car while my vehicle was being serviced. - Judy informed me that there were no courtesy cars available and explained that: - There were no cars available for hire. - If the car were still on backorder, I would have been provided with one. - She was not involved with my service request, as Omphile had been managing it, and if she were aware of the situation earlier, she might have organized a courtesy car on Monday.

After this conversation, I requested to speak with the Dealer Principal, Michelle, to seek further clarity. Michelle kindly took the time to explain the situation, but I also informed her that Judy had already told me a courtesy car would not be available. Michelle then asked Judy to organize a courtesy car. However, when I followed up with Judy later in the day, she claimed that she had "tried her best" but that other colleagues had not come into the office, and she could not provide me with her personal/company car. This explanation was unclear and unsatisfactory.

Later that day

I reiterated my need for transportation to work. I suggested that I could be taken to Auckland Park or offered financial assistance for an Uber if no courtesy car was available. Judy stated again that there were no cars available and that she had spoken to her boss.

I then called Michelle to explain the situation, and she confirmed that Judy had just entered her office. Michelle said she would speak to Judy and call me back. After their conversation, Michelle informed me that Judy had arranged for me to collect a courtesy car.

Thursday, 14 November I received an update on the status of my car from Omphile, who explained that he had been in training the previous days. At this point, I was informed that my vehicle had been with Mayfair for almost three weeks, with no clear indication of when the repairs would be completed.

Issues Faced:

Inconsistent Communication: I received conflicting information from Judy and Omphile about the availability of a courtesy car. There was also a lack of proactive communication about the progress of my car’s repairs. Courtesy Car Availability: I was told on multiple occasions that no courtesy cars were available, only to be provided with one after further escalation. Additionally, the car provided was not clean, and there was no fuel in it, requiring me to pay for petrol out of my own pocket. Delayed Feedback: It took nearly three weeks to receive any clear feedback regarding the status of my car’s repairs, leaving me uncertain about when the car would be ready for collection. Although Omphile is back today and provided all the necessary feedback need.

At this stage, my primary concern is the lack of clarity regarding when I can expect my car to be ready, as well as the inconvenience caused by the delays and inconsistent communication from your team.

I kindly request that you provide a clear update on the status of my vehicle and a firm timeline for its completion. Additionally, I would appreciate it if you could review the customer service experience I’ve had, as this has not met the standards I expect from your dealership.

Thank you for your attention to this matter. I look forward to your prompt response and resolution.