POOR CUSTOMER COMPLAINT SERVICE

28.08.2022 31.12.2022

POOR CUSTOMER SERVICE HAVAL AND NEDBANK SOUTH AFRICA

2019 HAVAL H6 2.0 LUXURY DCT VIN NO: LGWEF6A56KH904142

In February 2022 I purchased a 2019 Haval H6 from Chery in Rustenburg #***surf4cars with 15,000kms on the clock which for me was still considered a new/demo car. I financed the car with Nedbank MFC.

I’m a single woman and I travel alot and I thought I was buying something reliable and safe on the road because of the safety features that Haval offers and the fact that the car is still new.

I got the Haval on 19.02.2022, on the morning of 23.02.2022 on my way to work the Haval gave me a TCU restricted error and I couldn’t drive.

At that stage I was working 67kms away so not only was it a problem that I didn’t have a car to go to work my new car was already giving me issues.

I phoned Chery where they advised me to call the helpline that is in my Haval booklet as the car is still under warranty, I phoned the number, and they dispatched a tow in truck which towed the Haval to the nearest Haval garage.

I asked for a courtesy car, Discovery insurance just said that the warranty is with Haval I should get a courtesy car from them even though I have the car hire option on my insurance, so I called the helpline again to find out how I should go about as my insurance is not going to help, they advised me to speak to the garage where I purchased the car so I called Chery who then said I should please speak to Haval as the warranty is with haval, I then called the Haval garage in Rustenburg where my car was at and they just advised that unfortunately they don’t have a courtesy car for me at the moment its my problem and they couldn’t advise how long it will take as they garage is fully booked with services and they not sure what is wrong with it but they will get back to me as soon as they have an answer, I then called Haval SA to ask what am I suppose to do and they also said sorry if the garage doesn’t have a courtesy car they can’t help. Haval Rustenburg later that day informed me the computer was reset and the car is working so I got it back the same day.

On 24.02.2022 the front driver side sensor started going off for no reason, so again I queried, and I was advised the sensors is very sensitive it could be a lot of things like the number plate is picking up we have to lower the grid its on and it could be any dirt etc.

On 10.03.2022 the car again gave me a TCU restricted error, I called the helpline the lady asked me to see if the car can start and it did, the previous time it didn’t she said I can drive it to the nearest Haval garage that they can see what is wrong the whole day the car was fine and I took it to Haval Brits this time, I explained to them what happened and they also just reset it saying that because it’s the 1st time with them this is the 1st step, I wasn’t happy but what could I do.

On 16.03.2022 the car again gave a TCU restricted error and didn’t start, and it was towed to Haval Rustenburg (nearest Haval) again, this time the car was there for more than a day and I had to rent a vehicle out of my own pocket as they still couldn’t assist with a courtesy car. Haval said they changed the earth leakage plugs that was causing the error

I informed Nedbank MFC of my dilemma at this stage it was the 3rd time it had to go in that I had to make travel arrangements and I haven’t even paid the 1st installment yet.

Nedbank informed me that they couldn’t do anything I have to lodge a complaint and then they will investigate which I did on the same day.

In the meantime, the cars sensor keeps going off randomly even when I’m on the highway and there is nothing around me.

On 7 June the car went in for its 30,000km service at Haval Rustenburg and I told them that I’m still having the same issues with the car if they can just have a look, after the service they informed me that they haven’t picked up anything and that it’s not the 30,000km service but the 45,000km so I assume it went on an annual service instead of the km intervals. A few days after the service my car service light went on shouldn’t that have been reset on the service.

18 June I noticed the distance to empty is not updating immediately when I fill up but it does eventually update, this happened several times afterward that I noticed it.

At the end of June the Haval went in again for the TCU error and to see if they can find anything on the sensors, I left it there for several days which they then said the samp was leaking and they ordered me a new samp, I got the car back and got a TCU error whilst we were waiting for the samp to arrive which they concluded was because of the oil leak due to the samp, after the samp was replaced the car again had a TCU error and went in to Haval Rustenburg which they concluded then was the gears had to be reprogrammed after the samp was replaced.

Yet on 11.08.2022 and again on 24.08.2022 I got the same error.

Nedbank closed the investigation after the samp and just said if anything happens again, I can reopen it.

Nedbank expects me to pay my installments every month but I cannot trust that the car is safe or reliable as I don’t know if it will start when I travel, what happens if I’m in a different town on business and the car doesn’t start or the sensors that is so unreliable has no use to me as I don’t know if it will go off when it should and on top of everything do I need to make weekly/monthly arrangements to take my car in to see what the error is this time, I’m not getting what I thought I have purchased.

19 December again a TCU error, Haval mechanic just said he doesn’t know why, it doesn’t make sense but if it happens again I can bring it back and he will put diagnostics on again and send it to head office again. In the meantime I have to arrange time off work every time I have to take it in.

Simone Coetzee *** *** ***