Experiencing a terrible time with vehicle bought at CMH Mazda Randburg.

I would like to take this opportunity to explain our discontent and unpleasant time with a vehicle bought at CMH Mazda Randburg.

In the beginning of June, me and my wife started with the exciting journey of searching for our next vehicle and thus came across the Nissan Qasqhai 1.6 dCi Acenta Tech CV at CMH Mazda Ranburg. I phoned and inquired about the vehicle and Francois Klynhans (sales rep) assisted me. Having much interest in the vehicle and situated in Kathu Northern Cape (580km away) I explicitly asked all the defects on the vehicle as this would influence our decision. He assured me that the only defect on the vehicle is a scratch on the side of the vehicle but that’s being taken care of. Trusting him we decided that we would buy the vehicle and started with the purchasing process.

We agreed to trade our 2018 VW Polo, a very reliable vehicle with only minor scratches on the side, for the Nissan Qasqhai. If only I knew the terrible service of the vehicle we where about to buy I would have never gone through with the deal.

Arriving at Mazda on the 25th of June 2020 and meeting Francois Klynhans he informed us that when he went to fill up the vehicle he noticed that the arm holding up the bonnet was broken, but not to worry they will fix it. At this point I should’ve walked away as he already **** to me when he said the only defect was the scratch on the side, clearly not. Filled with excitement and joyful emotions I did not realize this at that stage. Only afterwards I would come to that realization.

Being in the uncomfortable position of already incurring all the costs related to the purchase and driving 580km we accepted his promise that they will fix the defects on the car. After inspecting the vehicle further, we found some more defects, that was not mentioned, but again was promised by Francois that it will be fixed. We just need to take the vehicle to a Nissan Dealership and they will carry the cost of repairing the defects.

Accepting his promises and moving forward (making probably one of the greatest mistakes of my life thus far) we traded the Polo for the Nissan. Worthy to be mentioned, that when we received the vehicle it was partially cleaned and when we arrived home, me and my father in law thoroughly cleaned the vehicle. Researching a bit I also found other customers complaining of the same experience. Of this we have evidence. (all of this we only noticed afterwards when we arrived back home.)

Francois being friendly and promising all will be dealt with accordingly seemed as a nice trustworthy person to such an extent that I would’ve recommended him to fellow customers. That opinion drastically changed over the course of the following month as I would encourage no one to ever do business with him.

Returning home, we enjoyed the vehicle for the next week and half, knowing that the multiple defects will eventually be fixed. When me and my father in law was cleaning the vehicle though we noticed yet another defect that was not disclosed by Francois - that the front right head lights bracket was broken and glued back on. Of this I informed Francois and he said that Nissan must have a look when we take the car to them.

Then in the following week the first unfortunate event. When Nestar`s technician arrived to install the tracking device he notified my wife that the vehicle wont start. Trying everything they came to the conclusion that the battery is flat. This is the first time where I became very dissatisfied with Francois in that he gave very little support. Phoning him and explaining to him what happened he never comes back to you and you have to keep on contacting him the whole time otherwise - no feedback. I am working on the mine in a plant environment and my time to attend to such situations is very restricted. I reported this problem to him at 12h29 and at 3 o’clock still no support from him. In the end I had to take time off at work to attend to my wife’s situation as she is stranded 28km outside of Kathu between nowhere and nothing. His solution: giving me formal permission to jump start the vehicle, noting that I am not a mechanic and mentioning it to him a few times. Eventually past 17h00 we managed to start the vehicle and return home in the dark.

Testing the battery at two different places, both results showed that the battery is fine which meant there is another problem lurking. Until this day we do not know what the problem is, even after being at Nissan for diagnostics. Now driving with a vehicle with an unknown and unresolved problem. After this event I held Francois accountable to his responsibilities towards us, yet to no avail as I still had to make all the arrangements to get the vehicle to Nissan and him mentioning that we can fix everything and they will refund us. Realizing the danger of such transactions I refused and said that he must deal directly with Nissan!

Getting the vehicle delivered to Nissan Kimberley they gave CMH Mazda Randburg a quote to which he informed me that the light will not be fixed telling me that the vehicle passed AA Dekra test. I explained to him that even if the light is working, the bracket holding the light is broken and the risk is that the working light as a whole can break off still working. He refused any further discussion relating to the headlight and if I asked the way forward he would just keep to his story; “it passed AA Deka and the light would not be replaced” Being very dissatisfied!! As I must accept a vehicle with a defect with no discussion further or other possible resolution which is an unacceptable standard. Nissan Kimberley, acknowledging the defect, discussed this matter with him, sending photos showing the defect, yet to no avail. Stating the same story. And then for the first time I realized the mistake I have made in trusting him.

In realizing this I phoned him, being very emotional (as anyone being exposed to such circumstances would be) stating I no longer wish to work with him and that he must give someone else`s contact details to help me resolve this situation. To no avail as he never did this.

After a month we received back our vehicle with the defective light bracket and the drivers heated seat (still waiting for the unit), and Nissan acknowledging the unfairness of this situation we returned home. Truly tired of all of this me and my wife just wanted to enjoy the vehicle, as never truly had the chance, only having had the vehicle for two weeks. This already being the 14th of August. Slowly but surely finally catching on to having a new set of wheels (FINALLY!!) the second unfortunate event….. OOOOOOOOhhhhh the DISAPOINTMENT!!!!!!!!!

On the 27th of August, while having to drive to her other work site, the vehicle AGAIN left my wife stranded on the side of the road. Between nowhere and nothing. Showing chassis control system fault and refusing to start. One of the main reasons buying this vehicle is for peace of mind knowing that my wife is safe having a reliable vehicle, as I work on the mine in a plant environment and is not always able to answer phone calls. After my wife phoning me 27 times, panicking, by the mercy and grace of God a towing truck drove past her extending a helping hand. Eventually my wife and car got home safely. Costing my wife R850 after the good Samaritan gave her a discount from R1250. Me, only realizing all of this afterwards when I got to my phone. This is unacceptable in any circumstance!!!! As I got home from work she explained to me the discomfort she experienced, bursting out in tears when the person of the towing truck greeted her.

I reported this matter to CMH Mazda Randburg as I can not even begin to describe my discontent and dissatisfaction in this matter. The car will only be picked up on Monday the 31st (not today the 28th of July, the day after the incident, as it was mentioned to me that it is Friday and would be better suited to do Monday) to be taken to Nissan Kimberley AGAIN, all of this within two months’ time, and for how long we will not have a vehicle this time is unknown. Not having the vehicle more than two weeks at a time with us, what is the purpose of purchasing this vehicle as me and my wife is again going to be faced with transport challenges as the newly bought vehicle is out of service. Even if it is fixed we still will receive a vehicle with a broken headlight bracket.

After all this trauma, and having to endure some of the lowest standard of service, I refuse to accept the vehicle back and would like to return it to the dealership. My wife and I both have lost all our faith in the reliability and integrity of this vehicle, as I suppose anyone exposed to such circumstances would.