Does Chery SA Support / My Chery Care actually exist in South Africa?

Complaint regarding my Chery Tiggo 7 Pro Max, purchased in November 2024 from Chery Somerset West (Sales / Service). From the outset, the vehicle has experienced multiple issues, and despite numerous attempts to resolve these through your dealership network and customer care channels, the matter remains unresolved.

For clarity, I have outlined the key concerns below: • Within 48 hours of delivery, the vehicle had to be returned to Chery Somerset West (Sales / Service) due to water leaking into the driver’s door. I was advised this was caused by an incorrectly connected sunroof drainage tube. • There were delays and difficulty in obtaining licence plates before the trader plates expired. • During the first service (conducted at Chery Plumstead (Thorpe / Service), the vehicle was not returned on the same day due to delays in obtaining authorization for a required software update. On returning the following day, I waited a further two hours for the car to be serviced, and the software update was still not completed. • The chrome trim on the driver’s side is now rusting, and the paint on the wing mirrors is visibly fading. • I reported these issues to Chery customer care and was advised to take the vehicle in for assessment. We took it to Chery Century City (Services / General) branch who confirmed they would apply for the chrome replacement under warranty and advised I contact My Chery Care regarding the mirrors. This was over three weeks ago, and I have received no feedback to date. • Repeated attempts to contact My Chery Care (daily calls since 7th April), as well as emails and messages via your customer portals, have gone unanswered. Phone calls are diverted to a full voicemail box. • Most concerning, there is now water entering the boot area of the vehicle.

While I would like to emphasise that we are very happy with the Tiggo 7 Pro Max and the Chery brand (just not our vehicle), the after-sales service and support we have received has been extremely disappointing. Given the repeated nature of these defects — particularly the ongoing water ingress — I am increasingly concerned about the long-term reliability and condition of my vehicle.

In terms of the Consumer Protection Act, I request the following: • Immediate booking for a full inspection of the vehicle • Written confirmation that the identified defects (including chrome corrosion, paint deterioration, and water ingress) will be addressed under warranty • A clear plan and timeline for resolution of all outstanding issues