ATROCIOUS SERVICE FROM MULTI-FRANCHISE, TATA, LIQUID CAPITAL, IMPERIAL SELECT ****ARNEY GARDENS

<p>Dear Peter</p> <p> </p> <p>Let me tell you about my experience as I wait on my TATA bakkie to be repaired.</p> <p>I purchase a brand new TATA Superace Bakkie from Imperial Select ****arney Gardens in May 2016. I was happy with the vehicle up until it had to go in for the first service. It has just been going downhill from there and we are still tumbling.</p> <p>I find it incredibly strategic on their part on how the motor industry is setup. It's setup in such a way that if you have a problem with your vehicle or you're unhappy with your purchase or how you have been treated. The various parties will push you around from pillar to post as you attempt to get some resolution to your problem. You are been pushed around and they wear you down and eventually you have to resort to Hello Peter in the hope that you make a dent in their reputation and to get some sort of reaction from the dealer/service provider.</p> <p> </p> <p> </p> <p>Episode 1 – Pillar to Post</p> <p>When purchasing the vehicle I opted for the service plan to give me peace of mind that the vehicle will be taken care of in the early stages of its life and maybe to retain some market value. The service plan is surely calculated into the contract we signed with the dealership. Liquid Capital is surely not going to give me a service plan for free... Right?</p> <p>The vehicle is used for business purposes and we were rather busy at the time. I was force to delay taking the vehicle in for it first service. In my mind the vehicle will still be serviced, but it would reflect that it was brought in late and stamped accordingly. We brought the vehicle in +/- 500km outside of the apparent grace period. Let me mention I was not informed about this when I purchased the vehicle. I was told my service was declined and I needed to pay R1800 for the service because I am outside of the grace period. At this stage I was fumingand I enquired who they need to contact to get the approval from. For the first time, 6 month later, I learned about the service plan underwriters LIQUID CAPITAL.</p> <p> </p> <p>The gentlemen I spoke told me it’s not their policy to inform their clients of the grace period and that I had to pay for my service because I was outside of the grace period.</p> <p>· So I call the Imperial Select dealership explaining my situation and the manager says the consultant that sold me the vehicle no longer works there and he can’t do anything.</p> <p>· Multi Franchise says – they can’t do anything without payment</p> <p>· Bank says – We just gave you the money to buy the vehicle</p> <p>· Tata says we just made the vehicle</p> <p>So as you can see, the system is rigged to wear you down, to demoralise you and cripple you until you couch up the money and pay because you need your vehicle. Like I said shoved from pillar to post...</p> <p>Let me just mention, the first service is only an oil and filter change... R1800 really!! ( which I had to pay for the first service. Secondly, I already paid for this service in my contract. Thirdly... cost of the repair is +/- R500. In total we were forced to pay R3200. ****************... with their eyes open</p> <p>I do accept some responsibility so let’s split the bill, which I think is fair.</p> <p>Episode 2 – They messed it up... AGAIN AND AGAIN</p> <p>Guess what... they messed it up! Multi Franchise Paarden Eiland messed up the vehicle. The“check Engine” light is now on.</p> <p>They kept the vehicle for three weeks with very little communication.</p> <p>· The vehicle went in on the Wednesday</p> <p>· I was told the injector needed to go to engineers for testing – was only taken out the following Monday!!</p> <p>· It got back the Wednesday after that and was only fitted the Friday!!</p> <p>· Engine light still on</p> <p>We then escalated it to management level on week four... I told the dealer Manager (Gary or something) I want another vehicle as this one is a faulty. I was it told it doesn’t work like that... and he promised to get the vehicle fixed by that Friday.</p> <p>I have paid an instalment on the vehicle and not had any use of it.</p> <p>Normally after service I would get the vehicle back washed to make me feel good. As a slap in my face, because I was pressuring them to get me vehicle done, which they broke, the vehicle was returned filthy, after being the workshop for a month. I asked for a loan vehicle... no sir we don’t do loan vehicles... We f#@ked up your car and we going to continue *****ing you over, but you still have to pay your instalment. And so they did...</p> <p>Not mentioned the poor service when we tried to retrieve the vehicle. I sent my brother to collect the vehicle. He informed me that he was alone in the Reception at Multi Franchise Paarden Eiland and it took the consultant 15 minutes to acknowledge him. He stood at the counter for a further 5 minutes before the lady behind the counter looked up to asked if he had been helped.</p> <p>I got the vehicle that evening...</p> <p>Guess what, engine light is still on!! Holiday season was around the corner, so I kept the vehicle as it was probably going to stand in the workshop for another month, until everyone come back to work in the new year.</p> <p>Episode 3- The saga continues</p> <p>I got a call from Shafiek around the 25th Jan 2017. Mr Amien, is the light still on of the bakkie? Like it was supposed to miraculously go off by itself. This begs the question...do these guys know what they’re doing... as I stare into the abyss with an endless gaze.</p> <p>Once again ask for a courtesy vehicle and up until today I am still waiting... After a week of waiting for a call regarding the courtesy vehicle. I decided get the bakkie sorted before business starts to pick up. Shafiek called me and said they got in a new machine to sort out the problem. They need a week and half to repair and that I make my arrangements accordingly.</p> <p>I drop the car of on a Wednesday.</p> <p>Thursday – The car is ready they just want to do a cold start Friday morning and test to confirm that the light is off.</p> <p>Friday morning – Yes Mr Amien you can collect, the vehicle is ready. I couldn’t make it that day so I collected the following Monday.</p> <p>Monday morning I arrive bright and early – I collect... about 10min after I left the Multi Franchise Paarden Eiland. Guess what...? The check engine light is still on permanently this time (maybe they thought they got it right this time I don’t know...)</p> <p>On top of this all I notice two things</p> <p>1. My petrol level, when I dropped off the vehicle, was at one stroke before full. When I got the vehicle back it was at one stoke before half but the mileage is still the same as when I brought it in. I confirmed it with the documentation Shafiek had infront of him.</p> <p>2. Second to that ... with that half a tank I drove about 60km and the tank was empty. So whatever they did my fuel consumption is now also gone wrong/broken.</p> <p>I took the vehicle back the Tuesday morning... By this time I should be blowing a gasket but I guess I was not surprised. My caring nature to help people and businesses improve was gone, myfaith and respect for TATA, Imperial Select and Multi Franchise was gone. I reached that point where I won’t complain as it informs them of what they doing wrong. So guys... continue doing what you are doing and I’m sure this business system will eventually just implode.</p> <p>With the utterlyatrociouscustomer service at Multi Service Franchise...it’s my feeling,in the near future,that no client feels comfortable taking the cars there for service.</p> <p>That nobody buys TATA because there is no back up or after sale service</p> <p>That karma comes back to get Liquid Capital for concealing details and bluntly telling their customers that it’s not their policy to inform their clients.</p> <p>That people drive pastImperial Select Dealerships and think twice,because of the service they might receive if something should go wrong with their vehicle.</p> <p>Banks should stand by their customers and protect their investments and to insist the vehicle be swapped out.</p> <p>In conclusion... and I address ALL the above mentioned parties</p> <p>This letter/post might seem slightly funny or even a bit light hearted at times but I assure you, it comes from a place with the utmost hatred and disgust of how we, as customers, are being treated.</p> <p>We are now past the one and a half week mark and going for two weeks!!!!</p> <p>I DON’T WANT THIS VEHICLE BAC****!!</p> <p>Replace it!! It is faulty!! The vehicle was just about 6 months when the problem started. I will continue these posts and emails for as long as I have this vehicle, naming and shaming the abovementioned businesses. We will use social media, news-papers and I will even write a song. I will sing my tune and I am sure I can find some of your other customers to sing with me.</p> <p>Return the vehicle at no cost to me and give me something else.</p> <p>I am very interested to see who will be call me back and how long it takes them.</p> <p> </p> <p>Marwaan Amien</p> <p> ********** </p> **********