CLAIM RESOLVED

I have previously made a bad review on here relating to declined claims and would like to make an update on my experience. I am going to add the previous complaints below for ease of reference.

As stated below my service claim was attended to very well and I am happy with it.

In respect of my warranty claim for an aircon condenser, it has now been resolved.

I can only give 4 stars because of the process it took to get resolved. I first had to replace the unit at my own cost after which I submitted the picture evidence of the unit and was reimbursed by Innovation for which I am thankful.

PREVIOUS POSTS: (1) Very disappointed with this business, twice they have done everything possible to dodge providing the service they claim to provide. First was a warranty claim where the attending mechanic confirmed that the part was faulty yet they say there was external damage. And now on a service claim, the owners manual clearly states to replace plugs every 50000km yet they say that it only gets done every 60000km. By this logic my plugs will be 30000km overdue by the time they would agree to replace them. We pay in good faith for these plans and this is the service we get.

(2) So I was contacted by an agent who helped incredibly well on the service side of my claim. This was resolved as well as anyone could hope for.

The warranty claim is another matter, I have since replaced the condenser and upon inspection of the unit out of the car it is clear to see that the item did not suffer any exterior damage (as my mechanic explained to them when we submitted the claim). The condenser is behind the bumper and the radiator in the car so how they worked out that this was impact damage only they know. Sad that the information from an RMI approved mechanic gets ignored for what they WANT TO SEE in a difficult picture while the item is still in place. I asked for an assessor to come inspect it and was told by Innovation that a Dekra assessor needs to look at it. I called the local Dekra station and guess what? They did not have a clue about what I was talking about. They sent me on a wild goose chase to dodge the claim.