Bad service

RE: LANDWIND – HN16CFGP.

I would like to bring to your attention the problems I have had with my vehicle (Mentioned above.)

This vehicle went for its due service on 27th January, 2022. On booking the vehicle in, I advised the JMC Service Department that it was jerking and losing power at 3000 revs.

JMC kept the vehicle for 5 days and advised that it was a fuel problem. After collecting my vehicle from JMC and being told that in fact it was the fuel pump that was causing the problem.

I was advised to return a week later, which I did, only to find out that JMC no longer exists in South Africa.

I was advised by a Staff member to go next door to AGG/JAC West Rand as they would be able to assist me.

I spoke to the (acting) Workshop Manager, Rene, and she advised me to bring the vehicle in for an inspection. Rene asked the Mechanics to examine the vehicle and report the fault back to her. This is when Irwin (the new Workshop Manager) became involved with my vehicle.

He then also advised me that it was the Fuel pump that was causing the problem. I was told that the part had been ordered and was due on the next ship to dock in South Africa. Bearing in mind that this is already 3 weeks since reporting the problem originally and because my job involves being on the road (Insurance Assessor), I have lost a substantial amount of income as I had been advised not to drive the vehicle.

My Employer had a contact for a second-hand Landwind fuel pump which was immediately available and collected from Pretoria, on Thursday 23rd February by one of AGG’s drivers. My employer paid for the part as I did not have finance readily available. I contacted the Service Department to enquire as to when I could bring my vehicle to have the part fitted and Irwin told me that Monday 28th February was a convenient date for this work to be done.

This was duly done today (28th) at 8h15am when they proceeded to fit the pump. Irwin advised me that he needed the laptop from Wayne (a previous employee at JMC) to clear the errors/lights on the dashboard as well as to do a fuel pressure test. To obtain the laptop took 2 and a half hours after being told by Irwin that he had no idea how long this would take! Rene then contacted Wayne herself and sent a Driver to collect the laptop. When the laptop arrived, Irwin was nowhere to be found in the Workshop; so again. I had to wait for someone to examine the vehicle. Irwin and a Mechanic eventually plugged the laptop into my vehicle and cleared all the visible faults.

All the above was done and the vehicle taken for a test drive; on return to the workshop it was found that the problem had not been solved as the car was still jerking and losing power. Irwin then wanted to change the spark plug (which he would charge me for) , bearing in mind that on the 27th January, a full service was done which included a change of spark plugs.

At that point, I reminded Irwin of the January service and showed him the invoice, asking him why new spark plugs were needed within a month of having had this done. He became very irate, saying I must take my car and get out of his Workshop.

I went to Rene to ask Irwin to provide me with correspondence on a letterhead, showing the results of the Diagnostic Test as well as details of the work done today. The Mechanics removed my vehicle from the Workshop, and gave me my keys and I vacated the premises as instructed by Irwin.

I find this deeply concerning as my vehicle is in a state of disrepair despite it still being under guarantee

Can you please guide me as to the way forward as I need my vehicle for work – do I take it to another Workshop for repairs and bill your company for the work or can you please give me a constructive reply as to how we can solve this problem amicably?

I feel it would serve your Company well to review the attitude of Irwin as Workshop Manager – I’m afraid his Customer Relations/People skills are sadly lacking.

I would like to add that Rene has the kind of attitude that a Workshop Manager should have and could teach Irwin how to treat clients properly.

Kind regards,

GLYNN M.M. EASTON

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