PATHETIC SERVICE AND WARRANY REJECTION ON A CAR WITH 11 000 KMS!!- CHERY AMANZIMTOTI

I purchased my Chery Tiggo 4 at Chery Pmb on 24 January 2024. Within a few months my Aircon stopped working properly. I called Chery Pmb to report this issue and was told to take it to my nearest dealer since i am based in Durban. On 24 July 2024 I took my vehicle in for the 5000kms service at Chery Umhlanga, I reported the aircon issue, but later upon collecting my vehicle after the service I was told they could not look at the aircon and I need to book another appointment for that. I visited Chery Amanzimtoti a week later to report the same issue. I decided to try a different Chery dealership this time due to the poor service received from the other two. Because i had not made an appointment before coming in, the service advisor said they will have a look while i wait. I was told that the gas is low and i should re-gas it and monitor the car. When i asked how the gas ran low i was told they are unsure because no leak was detected. I dont know if they even checked my car properly for defects because a few weeks later the aircon stopped working properly again.

On 25 July 2025, I took my vehicle in to Chery Amanzimtoti for the next service. My car, in one year only accumulated 11000 kms but i was asked to service it 1 year after the first service or 15000 kms. This time, i reported a noise which sounded like it had something to do with the brakes, as well as the aircon issue which was never resolved.

I spoke to Lishani, the service advisor at Toti branch. She called me after the service was completed to collect my vehicle. I then asked her what the noise was to which she said your brake discs are warped. I was shocked at this, for a car doing only 11000 kms??? I work remotely and hardly drive the vehicle. It is almost brand new. Lishani advised that brake discs are not covered under warranty but she will put in a special request at the warranty department since my mileage is very low.

After numerous follow ups with Lishani, on 7th August i was finally advised that the warranty claim was rejected. I asked to speak to a more senior manager and was given Robin Naidoo's details in Customer Care. I immediately contacted Robin and explained everything telephonically. I was then asked to put this complaint in writing and advise what i want the outcome to be. I wrote to Robin the same day and explained that I am not willing to accept the warranty rejection because my car has such a low mileage and shouldnt be breaking down this early as i barely even drive it. I was told that many things could have resulted in the brake disc warping like heat/water exposure, driving habits, harsh braking etc. I am a female driver, I have been driving for the past 15 years and i am certainly not a wreckless driver. I owned my previous car, a Mazda 2 which i purchased second hand and drove that vehicle for 12 years. I finally sold it at >300 000 kms and the car was still in sound condition. I only replaced my brake discs ONCE in the 12 years i held the vehicle, and that was at more than 180 000 kms!

Furthermore, i was told that the brake disc was only in warranty at 12 months or 30 000kms. I have not even done half the 30 000kms. When i asked that an exception be made to cover the part under warranty due to the low mileage, I was told by Robin that these are Chery's rules and nothing can be done about it. I then received a quote for the repair outside of warranty which was R7500!! A ridiculous amount to pay for a part on a brand new vehicle doing 11000 kms!

I reported this to MIOSA and the claim is currently underway but the response I am receiving from Robin at Chery Toti has frustrated me beyond anything else I have ever experienced. In a recent response he mentioned that the component broke down due to wear and tear not due to it being a defective part. How does he know it is not due to being defective? Where have you ever heard of brake discs wearing down after 11000 kms?? The average lifespan of brake discs is between 48000 kms to 150 000kms and this depends on the road conditions and driving behaviour. I am a female aged 36, with a toddler. I drive to work 2 or 3 times a month, and then to local shops the rest of the time. Enough said.

The most shocking thing is that when i looked at the warranty book, it says if you purchase a new Chery part it will carry a 12 months warranty, but certain items are excluded from this warranty period and you guessed it, brake discs are one of them! The brake disc is purchased from Chery will carry a 3 month warranty only. How convenient. It is almost as it Chery knows the weak parts and pieces or **** they put in their vehicles.

It is unfortunate that at the time of purchasing my vehicle the make/model was new on the market and there were hardly any bad reviews. But now that it has been on the market for more than a year i see other people complaining about generally the same issues- poor mechanical parts/ defective parts, and most of all PATHETIC CUSTOMER SERVICE!

I feel extremely misled. This is my first brand new vehicle and i was so happy to get it, but after this experience i totally regret buying it. I shudder to think what the value of the car will be like in another 2 years. What costs will i be experiencing from now until i trade the car in? As a female and a mother, I dont have peace of mind driving my vehicle because i dont know which part will fall down next. Chery you should recall all of your vehichles because they definitely dont deserve to be on the market! You are misleading people.

I expect my claim to be covered under warranty, this is the least you can do. My vehicle is not even 2 years old!

Extremely dissapointed and unhappy customer.