Unprofessional, condescending and unaccountable

Incomplete services, unkept promises and blame shifting I purchased my Mazda from CMH Mazda Hatfield dealership on 29 March 2021 and when I took the car for a service on 22 June 2022, I was told that my car was 6 months late for the service and therefore my warranty will not pay the service fee. I was confused by the 6 months period because I bought the car on 29 March 2021. It should be 3 months late not 6 months late. The service personnel explained that the system showed that the car was registered in December 2020, thus the first service would have been in December 2021. We contacted the Hatfield dealership to ascertain the correct date for registration and subsequent service date. We explained this discrepancy to the dealer who sold me the car, Mr. Tumi Sefolosha. At first, he first said he would get back to us with a solution. He did not. When we contacted him back this is what Mr. Sefolosha asked me and I quote “why didn’t you pay attention to the service light on your car so you can take your car for the service on time?”

Unprofessional service and condescending manner When I bought the car Mr. Sefolosha did not include my service booklet in the car. I noticed it was missing and went back to collect it. Mr. Sefolosha said he didn’t give me the booklet at the time of purchase because it was unavailable. When I picked up the service booklet from Mr. Sefolosha he did not complete any of the information required in the service book, not even the pre-sale car inspection details. When I asked him why the service booklet was not completed, he told me and I quote “don’t stress, the system has all the information you need; the service personnel can look on the system for that information”. When I bought the car on 29 March 2021 Mr. Sefolosha communicated to me that the car service will be due in a year’s time or after 15,000 kms, whichever one comes first. He failed to communicate to me that the year mark would be in December 2021 and not March 2022 because the car was registered to the dealer in December 2020 and serviced then and not in March 2021 when I bought it. Mr. Sefolosha refuses to acknowledge that he did not point out the date differences to me. He commands that I should have checked the service car light on my car dashboard for the correct timing for the service.

Uncaring and unhelpful manager When I was discussing this issue with Mr. Sefolosha he requested that I take up the issue with his manager, Mr. Norman Bibbey. Mr. Bibbey actually said to me that it was not their fault and they will not take responsibility for the car being 6 months late for the service. Mr. Bibbey resorted to pointing out that I signed the car delivery documents to indicate that I had been given all the relevant information and for this reason it is not “their fault” that the car was 6 months late for the service. His suggestion was to email me the documents so that I can see what I had signed.

Postponing the problem Shortly after my conversation with dealers, the Hatfield service manager (Mr. Eugene) allowed for my car to be serviced at no cost to me at the Hatfield dealership. The catch is that Mazda SA will not pay for my car’s third service since the car was late by six months. The solution just delayed my problem by two years. I still forfeit a service that I am paying for.

Mistakes made and denied at CMH Mazda Hatfield Had the car been 3 months late, I would not have written this complaint. The issue is that the car service is 6 months late and most importantly Mr. Sefolosha and Mr. Bibbey are unaccountable for their improper and unprofessional service. Mr. Sefolosha calls me every second month to ask me for client referrals, how will I refer my family, friends and community to him when he clearly lacks accountability, is patronising and fails to show common decency and politeness to his clients?!