1 reviews | Active since Jul 2017
Delayed Repairs and use of third party components
I am a discovery insure client, I have recently had a claim with discovery, I had a dispute with discovery on not wanting to use genuine parts to effect the repairs on my vehicle, they have opted to repair my vehicle using a mixture of genuine and local parts with the majority of the parts being locally sourced. The justification provided was that the vehicle was out of warranty and no longer qualifies to be repaired using genuine parts. I have an extend warranty which I shared with discovery but they did not recognise the warranty and continued to effect the repairs with non-genuine components.
As a consequence of ordering local parts, there were delays in obtaining the parts as the suppliers do not have them available of the shelf; the lead time for genuine parts is shorter. This compromised my car hire as I had a month car higher on the plan I am on, I submitted a request to discovery to extend the car hire as this was a consequence of them sourcing parts with a longer lead time, the request was not responded to, they did not decline but simply just ignored it.
After the car hire expired, the level of expediting the repairs on the vehicle declined from discovery, my opinion is that they have stopped expediting the repairs as it is no longer costing them on the car hire. The selected service provider is unable to give a commitment on when the vehicle will be available; I continue to have costs on my side for car hire.
Please be aware that if have a policy with them, they may also opt to repair your vehicle with non-genuine parts even though that does not reflect on the policy nor ever explained by the brokers when taking up the cover, and your premium is the same.
I had no expectation of my issue being resolved, I had expected a well structured response referring me to some wording on the policy document shifting the liability and responsibility back to me.
The use of non genuine parts comes with a its own inefficiencies, there are quality control process that may be implemented to manage that risk. The cost saving to discovery has cost me two weeks of car hire which you have refused to compensate me.
There was no additional scope of repairs that I was informed off, what the repairer said is that the wrong parts were delivered and this was identified during the final assembly stage, I now have to wait for the parts to be returned, there is no commitment on when the new parts will be delivered and on my side there is nothing much I can do about it.
I am of the view that the delays were preventable and manageable, I do not think that its fair that I should incur the cost as a result of a failed quality management process of verifying that they have received the correct parts, which I highly doubt would have happened had the genuine parts been ordered.
My expectation is that you improve your systems to manage the risk associated with use of non genuine parts like delayed lead time and possible incorrect supply of parts rather than tell us you have no control over such processes.
Your service providers should also be penalized for mistakes they make instead of transferring the cost of that mistake back to me. They did not verify that the correct parts were delivered, they should be liable for the cost incurred as a result of that mistake which is an extension of car hire on my side.
You stopped putting effort at expediting the repairs when the car hire from discovery expired, I have sent numerous emails. I have noted that you have opted to wash your hands off this, I will expedite the repairs on my own.
I had no expectation of my issue being resolved, I had expected a well structured response referring me to some wording on the policy document shifting the liability and responsibility back to me.
The use of non genuine parts comes with a its own inefficiencies, there are quality control process that may be implemented to manage that risk. The cost saving to discovery has cost me two weeks of car hire which you have refused to compensate me.
There was no additional scope of repairs that I was informed off, what the repairer said is that the wrong parts were delivered and this was identified during the final assembly stage, I now have to wait for the parts to be returned, there is no commitment on when the new parts will be delivered and on my side there is nothing much I can do about it.
I am of the view that the delays were preventable and manageable, I do not think that its fair that I should incur the cost as a result of a failed quality management process of verifying that they have received the correct parts, which I highly doubt would have happened had the genuine parts been ordered.
My expectation is that you improve your systems to manage the risk associated with use of non genuine parts like delayed lead time and possible incorrect supply of parts rather than tell us you have no control over such processes.
Your service providers should also be penalized for mistakes they make instead of transferring the cost of that mistake back to me. They did not verify that the correct parts were delivered, they should be liable for the cost incurred as a result of that mistake which is an extension of car hire on my side.
You stopped putting effort at expediting the repairs when the car hire from discovery expired, I have sent numerous emails. I have noted that you have opted to wash your hands off this, I will expedite the repairs on my own.