Subject: Formal Complaint Regarding Isuzu Artic Vehicle – Ongoing Mechanical Defects and Unacceptable Customer Service

I will share a mail send to Isuzu South Africa, in which they ask me as the client, to specify how I would like them to asssit in resolving the matter. Video's and pictures were send to them with my initial mail explaining the issues we expirience with the brand new vehicle. To date only feedback was not to assist but to say it is send to this and that department to assist us. This is the worst service ever received and to say the least we are actually a Fleet client of Isuzu.

See mail send to them:

To: Head of Customer Care Isuzu South Africa

Subject: Formal Complaint Regarding Isuzu Artic Vehicle – Ongoing Mechanical Defects and Unacceptable Customer Service

Dear Sir/Madam,

Please find attached the videos and communication relating to our Isuzu Artic vehicle, which was purchased and delivered on 13 March 2026. Since taking delivery of the vehicle, we have repeatedly reported concerns regarding excessive smoke emitted by the engine.

Initially, we were advised that the smoke was a result of the cold weather conditions in South Africa. Programming was done on the vehicle and still no satisfied results. We have now been informed that the actual cause appears to be faulty injectors. This inconsistent diagnosis raises serious concerns regarding the quality of the vehicle and the manner in which this matter has been handled.

As of Friday, 17 July 2026, the vehicle was only four months old and had travelled approximately 8,000 km. Despite being virtually new, it has not been in a roadworthy or reliable operating condition. From the day of delivery, we have experienced nothing but ongoing problems with the vehicle, with no permanent solution being provided.

We are extremely disappointed with the level of service received from Isuzu Head Office. Purchasing a vehicle in excess of R1 million should provide confidence, reliability and peace of mind. Instead, we have been left with continuous mechanical issues, poor communication, and a complete lack of effective customer support. This level of service is both unacceptable and highly unprofessional.

We were informed that the vehicle would be collected on Friday and transported to the Isuzu factory in Port Elizabeth for further investigation. However, to date, even Isuzu Lichtenburg has not been informed of the intended course of action. This reflects a serious breakdown in communication within your organisation.

Furthermore, your communication with us as the customer has been extremely poor. Updates have been infrequent, follow-up has been lacking, and we have continuously been left to seek information ourselves. Such customer service falls far below the standard one would reasonably expect from a manufacturer of Isuzu's reputation.

Accordingly, I hereby place Isuzu on formal notice. As communicated to your representative at Isuzu Lichtenburg, should I not receive direct communication from the factory or senior management within 48 hours of this letter, outlining the corrective action and resolution of this matter, I will have no alternative but to escalate this issue publicly. This will include approaching various media outlets to make the public aware of our experience regarding the quality of your customer service, communication, and after-sales support.

Take note we are a FLEET CLIENT OF ISUZU.

I trust that Isuzu will treat this matter with the urgency and seriousness it deserves and that immediate action will be taken to restore our confidence in your brand.