NOT "Making Customers for Life"

HISTORY 1. I purchased an Opel Corsa Utility Bakkie 1.7Dti on 08 July 2006 from Emond Auto Durban North. 2. For the past +/- 10 years the vehicle was Always serviced and Mostly repaired by Emond Auto. So over this period of time I spent R180,885 ( R131,573 – Purchase Price PLUS R49,312 – Services/Repairs ) at Emond Auto. Full Service History available upon request. 3. On 12th January 2016, my vehicle was towed by Iway Towing Services to Emond Auto due to the vehicle not being able to select gears. I accompanied the vehicle in the tow truck. 4. I dealt with the Service Advisor , Avesh , regarding the repairs to be done. 5. I picked up the vehicle on 02nd February 2016, where I had noticed, that the “Steering Wheel” locking mechanism had been changed from being normally straight, to now being at an angle. SEE ATTACHED picture 6. A week after 02nd February 2016, I noticed there was a knocking sound coming from the steering every time I went over a speed hump or drove the vehicle over 100km/h. 7. This sound became progressively louder so I decided to take the vehicle to a private mechanic on 22nd February 2016. 8. This mechanic discovered, upon opening the interior Lower dash board consul to expose the steering knuckle, that the Steering Knuckle bolt was loose and tampered with. The spline of the steering was exposed and would of popped out, if he had not discovered this problem in time. 9. The head of this bolt was stripped and the paint markings on the bolt showed the bolt was removed before. Pictures available upon request. 10. I contacted Avesh, around , 25th February 2016, informing him of the problem discovered. 11. On 29th February 2016, Avesh contacted me and informed me that based on the scope of repairs done, the ONLY work warranted for the scope of Repairs conducted was for the exterior of the vehicle and NO WORK was warranted for the interior of the vehicle. 12. I contacted Avesh on 03rd March 2016, and requested details of all technicians/mechanics that worked on my vehicle. The intention of obtaining this information was to hand this information to the RMI to investigate if an unqualified Emond Auto Employee had worked on my vehicle. 13. Richard Emond(Service Director) had responded to me declining to divulge this information. 14. It is clear that my vehicle was sabotaged during the requested repairs at Emond Auto whereby the Steering Knuckle mechanism on my vehicle was tampered with which was NOT Warranted based on the scope of repairs done. 15. The proof of this tampering is evident, up to today, in the “Steering Wheel” Locking mechanism being altered after the repairs from Emond Auto. 16. If this steering knuckle had come loose whilst driving, I would have had no steering of the vehicle and would have had a major Accident due to this unwarranted tampering. 17. I have been a LOYAL Customer to Emond Auto for the past +/-10 Years from purchasing the vehicle to having most of the services/repairs done with Emond Auto. 18. I wish to place on record that my dealings with the Service Advisor , Avesh was exemplary at all times, and was in no way to be blamed for this breakdown in relationship with Emond Auto. 19. It is very sad, disappointing and hypocritical that Emond Auto has the following “saying” placed in the service area wall as follows : “Make Customers for Life” , however, for the way this repair was conducted and the treatment I had received from Richard Emond has now resulted in a Breach of Trust and relationship with Emond Auto with no intention of “Making Customers for Life”. ENGAGEMENT OF THE RMI 1. After 7 weeks had lapsed of engaging the RMI on 04th March 2014, I finally had a meeting on 22nd April 2016 at Emond Auto’s Premises with Mr Robin Naidoo(RMI Consumer Affairs Dept) and Mr Richard Emond (Service Director). 2. My vehicle was briefly inspected by Mr Richard Emond for the ”internal Steering knuckle mechanism” and both individuals inspected the “Change in angle of the “steering wheel” locking mechanism”. 3. All Three of us inspected a Newer Model Bakkie on the service floor for the angle of the “steering wheel “ locking mechanism to verify that my “changed in angle of the “steering wheel” locking mechanism” was Not the Norm in these vehicles. 4. Mr Robin Naidoo informed us that he was merely mediating this meeting. 5. My case was being repeatedly disputed by Mr Robin Naidoo on the grounds of requesting for me to provide proof/evidence of tampering of my vehicle in the indicated areas ( ie “Steering Wheel” Locking Mechanism and Internal Steering Knuckle Mechanism) whilst at repair by Emond Auto, in spite of me physically pointing out the abnormalities that I was encountered with the “Change in angle of the Steering Wheel Locking mechanism” and the stripped bolt that was removed from the “Internal Steering Knuckle Mechanism”. 6. Mr Robin Naidoo abruptly terminated this meeting after my solution sought for full compensation from Emond Auto was presented by me. 7. I found that this abrupt termination of the meeting by Mr Robin Naidoo was clearly inconsistent with some of the Objectives of the RMI ie •To promote, protect and encourage the interests of members and the motoring public by setting and maintaining proper standards of service and ethical trading conditions in the industry. •To maintain high standards of business ethics and service delivery to the motoring public by members of the RMI. 8. It was very disappointing to me to prematurely terminate this meeting with the clear indication that this RMI employee was not there to Up Hold the CPA nor the RMI Objectives stated above and work in the best interests of a Loyal Customer nor negotiate/mediate between both parties to find an amicable solution. 9. Of note, I had informed the Emond Auto Service Advisor(Avesh) of my problem with the vehicle once this problem was discovered/identified, within a reasonable time. 10. It was impractical for me, a Non Mechanic individual, to immediately know exactly what the problem was with my vehicle in order for me to immediately take it back to Emond Auto. 11. I was not prepared to take my vehicle back to Emond Auto for Two reasons : a. My vehicle was in repair at Emond Auto for 3 Weeks ( 12thJan to 02nd Feb 2016) and I desperately needed my vehicle To do my work. I was not prepared to have my vehicle sit with Emond Auto for another week until they figure what the Problem was. b. I had lost all trust and faith in Emond Auto in repairing my vehicle after the 02nd February 2016, for the way I was treated by the Service Director when I went to Pick up my vehicle on this day and after I discovered the Tampering of the “ Steering Knuckle Mechanism”. 12. On 28th April 2016, the RMI compiled a report and closed this case on the basis of me unable to provide proof that the Steering Knuckle was tampered with as part of the scope of this repairs AND the change in angle of the “Steering Wheel” Locking Mechanism is NORMAL Wear & Tear!!! My message to All Aggrieved and Prejudiced Customers is that based on your understanding of your vehicle, if you believe that something is wrong with your vehicle after a Service/Repair by the Service Provider(Dealership), you should not be Taken for Granted &/or Unfairly Treated by the Service Provider and the Regulatory Authority(RMI) to FORCE the customer to believe otherwise and NOT be compensated by the Service Provider for their Bad/Poor Service/Repairs.