Bad service and faulty car

Chery South Africa Chery Roodepoort Regarding the Chery Roodepoort vehicle purchased on April 8th, with a current mileage of 7700 km, this communication serves to document ongoing issues and associated inconveniences. Previous feedback has been provided concerning the vehicle's infotainment system, which has undergone two replacements without resolution. The vehicle has been in and out of the dealership for a month, with reported issues persisting despite assurances of repair.

Specifically, the vehicle has experienced engine cutting out, a problem initially encountered shortly after purchase, causing a loss of power and requiring restarting. This is a significant concern, especially considering the expectation of reliability with a new vehicle.

The provision of loaner vehicles, while appreciated, presents further challenges. The loaner vehicles are not comparable to the purchased 7-seater, causing daily inconvenience to a family of six. Furthermore, the responsibility for potential damage or loss of the loaner vehicles adds an additional layer of concern.

A conversation with Jacques on Friday, the 25th, revealed a lack of empathy and customer service skills. The response focused on the provision of a courtesy car rather than addressing the core issues. The suggestion that a Tiggo 8 loaner was not possible due to cost raises concerns about the perceived value of the customer.

Conversely, Wynaard's performance has been commendable. His contributions are highly valued.

I would like to express my gratitude for the consistent respect and assistance I have received. David, your professionalism and salesmanship are truly commendable.

I appreciate the efforts made, and I understand that certain issues may be beyond immediate resolution. Mike, I also want to thank you for your care and support, including your assistance in addressing this matter with your superiors. Your collective efforts have reinforced my confidence in my value as a customer.

Regarding the recent technical issue, the vehicle was brought in on Monday to address a dashboard noise. Upon collecting the vehicle on Friday, the infotainment system malfunctioned shortly after leaving the dealership. Despite attempts to reset the system, the issue persisted. Attempts to reach Wynaard and Jacques were unsuccessful. Subsequently, I contacted Meagan, the sales representative from Chery Fleet.

Meagan facilitated the initial sale and delivery process, including coordinating with David for the delivery. I had initially considered purchasing from Chery Little Falls, but the deal was ultimately handled by David.

On Friday, the 25th, I contacted Meagan to report the issue and was asked to submit a detailed email. I chose not to do so, as it seemed redundant. Meagan indicated she would speak with Jacques and David to understand the problem. However, there was no follow-up communication. I attempted to reach her with two missed calls, but received no response.

Yesterday, I contacted Meagan again regarding the technical issue. During the call, her tone was perceived as rude and impatient, with audible sighs indicating a lack of concern. When I mentioned the possibility of addressing the issue on social media, her response was unprofessional. She stated that such threats did not concern her. At this point, I recorded the conversation and informed her of this action. I intend to share the recording.

Throughout this situation, I have maintained a respectful demeanor. However, Meagan's handling of my concerns has been unprofessional. I do not believe in automatically prioritizing the customer's perspective at the expense of respect for others.

Today, I left my vehicle at the dealership to emphasize the seriousness of the situation. Shortly thereafter, Jacques contacted me. I did not answer, as he had not returned my calls the previous day. He subsequently sent a text message threatening to have my vehicle impounded.

As previously communicated, the response from Jacques did not prioritize customer satisfaction, as his communication focused on potential financial implications rather than addressing my concerns. My primary concern remains the unsatisfactory experience with a vehicle for which I am making payments.

I remain dissatisfied with the current situation.

While arrangements have been made for a Tiggo 8 loaner vehicle to mitigate further inconvenience, and commitments have been made by Meagan to involve Chery technicians for inspection, and by Wynaard to conduct testing, the recurring nature of the issue, despite four previous service attempts, is concerning. Furthermore, the presence of multiple defects, including a paint chip repair, raises significant concerns. The job card indicating no issue is also a concern.

Given the persistent nature of the problem and the limited time remaining under warranty, I am apprehensive about the long-term implications, including potential repair costs and difficulties with future resale. I am also concerned about the negative perception I may have created with Chery representatives.

I would like to request that you consider the quality of the products offered.

Motor industry is always the difficult in addressing customers concern and in most cases the customer must deal with the finacial loss.