Extended Warranty Rip-off / Poor Customer Service

<p>We purchased a GWM H5 from GWM in Boksburg in February 2012. We are pleased with the vehicle performance and aesthetics. However, I’ve reached the end of my tether regarding the poor quality of service received from the Boksburg branch!</p> <p>From the outset, there has been a lack of interest in providing us, as the customers, with information and feedback relating to the vehicle, services, warranty claims, or any other general enquiries. The dealer principals were usually unavailable, and we haven’t met the new one. We are treated as a nuisance when issues are raised, and only receive assistance after persistently following up. We’ve had to take the vehicle back after services on numerous occasions due to errors made by the maintenance team – at our own cost, inconvenience, and time off work. There are no follow-ups from a customer service / customer satisfaction perspective. </p> <p>We've endured all of this with the understanding that we are required to take the car to GWM for the required services to ensure that the warranty still applies. The final straw – my extended warranty is not an extended warranty!!!</p> <p>During the last service in May, my husband enquired regarding claiming against the extended warranty for the replacement of LED units on the rear lights. 9 working days later, he received a call from GWM Boksburg, advising that the additional policy we’d purchased with the car was not an extended warranty - although the document clearly states 2-Years New Vehicle (Passenger) Extended (24) Policy. According to GWM, the policy ran parallel with the standard 3 year warranty, and not in addition to the standard warranty which should extend to 5 years. </p> <p>We were not satisfied with this explanation as we clearly ensured, and were assured at the time of purchase, that the additional policy was an extended warranty. The GWM rep advised that she’d asked her manager to call my husband. Of course, we’ve had no further calls from GWM Boksburg offering alternatives or further feedback!</p> <p>If this is, in fact, a policy running parallel with the standard warranty – what a rip-off – R 3670 down the drain! Why would I need two warranties of the same nature for the same cover period? GWM scored off this deal by earning the commission to the dealer, but I did not benefit in any way. It would be ethical to refund me my full premium. I have brought this issue to the attention of GWM, the underwriters, and my bank.</p> <p>My vehicle does not need to be taken to GWM's service centre any longer, as my warranty has expired, according to GWM Boksburg. I am now at liberty to spend my money elsewhere and have my vehicle serviced at a reasonable rate – my last service took less than 20 minutes and the labour cost alone was R900 – total service cost of R1955.</p> <p>My previous experiences with GWM Boksburg had made me question whether I would purchase another GWM. Following the latest experience, I will not even consider the option, as my best interests as a customer are of no concern. I strongly recommend that potential customers are made aware of GWM’s appalling customer service, and the lack of clarity when providing any additional “offers”. </p> <p>I brought the issue to GWM's attention on 19th May and still haven't received a response , although admittedly, I’d have been amazed if my correspondence was even acknowledged.</p> <p>We will not consider another GWM product because of the negative experience we've had.</p>