Formal Complaint and Request for Courtesy Vehicle – Chery Tiggo Pro 4

I am writing to formally raise my concerns regarding the ongoing gearbox failure on my Chery Tiggo Pro 4, which I purchased brand new in March 2023. As of 18 March 2026, my vehicle, with a current mileage of 105,000 km, broke down unexpectedly. On 19 March 2026, the vehicle was towed to Chery Silverlakes (Pretoria, South Africa). Following an inspection, I was informed that the vehicle had suffered a gearbox failure. I was advised that it would take 6–8 weeks for the gearbox to be delivered to South Africa, with an additional 1–2 weeks required for repairs. I purchased this vehicle new specifically because of my role as a Divisional Sales Manager, which requires me to work in the field and travel extensively across Pretoria, Johannesburg, Kempton Park, and Secunda. Being without a vehicle for this extended period has severely affected my ability to perform my duties, meet my targets, and earn an income. I requested assistance from Chery Silverlakes in the form of a courtesy vehicle, but I was informed that no courtesy cars were available. I thereafter escalated the matter by contacting Ms Queen Motoane at Chery South Africa. Unfortunately, my experience with her support has been highly disappointing for the following reasons: • Responses to my emails are delayed, often taking 24 hours or more, which results in communication delays of up to 48–72 hours. • On 24 March 2026, Ms Motoane advised me that a gearbox was available in Benoni and would be delivered to Chery Silverlakes by 30 March 2026. This did not occur. • There has been no follow up communication, support, or status updates regarding the undelivered gearbox. • My most recent email sent yesterday remains unanswered. My concerns are as follows: • I feel that I have received poor customer service and that I was misled regarding the availability and delivery of the gearbox. • There seems to be a complete lack of consideration for the financial impact this situation has had on me. I am still paying my vehicle instalments and insurance, while also incurring additional costs for Uber and alternative transport. • I have now been without a vehicle for almost four weeks, which has prevented me from working effectively. • Due to the prolonged delays and poor service, I have lost trust in the Chery brand. I would like to trade in or sell the vehicle; however, I am unable to do so while waiting up to three months for the gearbox repair. My request All I am asking for is assistance with a courtesy vehicle so that I may continue working while my vehicle is being repaired. The lack of mobility has caused significant professional and financial strain, and I urgently need support. I kindly request your intervention and a prompt resolution to this matter. Yours sincerely,