Inadequate Service, Poor Communication, and Lack of Resolution – Chery Polokwane & Chery South Africa

I am submitting this review to formally document my experience in an objective and factual manner regarding the service received from Chery Polokwane, as well as the subsequent lack of resolution from Chery South Africa.

On a prior occasion, before the recent battery-related matter, my vehicle was booked in at Chery Polokwane for a scheduled service. Upon collection, the service book was not stamped, which constitutes a deviation from standard service protocol and raises concerns regarding record integrity and procedural compliance. Furthermore, the service advisor did not demonstrate proactive client engagement, as follow-up communication was not forthcoming and was instead reliant on my own repeated enquiries.

With respect to the recent incident, there appeared to be an absence of a structured diagnostic process prior to recommending battery replacement. The feedback provided by both the service advisor and the workshop manager was inconsistent and, at times, contradictory—culminating in a request that I procure a replacement battery without clear diagnostic substantiation. It was only following the intervention of the Dealer Principal that the matter progressed with a degree of clarity and direction.

My vehicle remained at the dealership for approximately three days awaiting the battery, during which time no proactive updates were communicated. On the anticipated date of delivery, I initiated contact as early as 08h00 and was informed by reception that no assistance could be provided due to internal meetings and operational commitments, and that I should revert at a later time.

When the battery did not arrive as scheduled, I escalated the matter via email to the dealership requesting clarification. To date, no response has been received. This absence of acknowledgement or feedback demonstrates a concerning disregard for client communication and service accountability. The matter was subsequently escalated to Chery South Africa; however, despite being contacted to provide feedback and reiterating my concerns in detail, no further engagement, outcome, or remedial action has been communicated.

Additionally, following a call from the call centre, I reiterated my dissatisfaction, particularly regarding the condition in which my vehicle was returned. Owing to the prolonged delay and overall unsatisfactory experience, I instructed the service manager to return my vehicle following the battery fitment.

Notwithstanding this, the vehicle was handed back with a service warning light still illuminated, indicating that fundamental post-repair checks were either inadequately performed or entirely overlooked. The vehicle appeared to have undergone only superficial preparation (washing) and was returned in a condition that does not align with reasonable service standards or quality assurance expectations.

The cumulative effect of these issues—procedural lapses, inadequate communication, absence of diagnostic rigor, and lack of post-service quality control—reflects a systemic shortfall in service delivery at dealership level. Equally concerning is the apparent lack of accountability and resolution following escalation to Chery South Africa.

I remain open to constructive engagement and resolution; however, I trust that this matter will now receive the requisite level of attention and that appropriate corrective measures will be implemented to prevent recurrence.

@Chery SA @Chery Polokwane @Chery International