1 reviews | Active since Dec 2017
Unhappy
With this review, I will try to be as objective as possible.
OBJECTIVE OF WRITING THIS REVIEW: A. I hope to help others to be better informed/prepared before engaging B. Get Mayfair’s attention as it seems to me as if I’m I am not important to them. I’m not an expert and might use the wrong terminology etc., feel free to correct me. BACKGROUND: On 17 Oct’17, I sent my gearbox back to Mayfair for repairs, 11 months after the original repairs believing that my 1year warranty would be honoured. My lawyers have already sent a “letter of demand”, so there is no need to discuss this now as THIS review will focus on the service I received. WHY THE LOW RATING? I am unhappy with the service received thus far, and cant help to feel that “I am not that important to Mayfair”. But let's remove my emotions and only list the facts (you make up your mind up) a. For +2 months, MANY promises were broken:- “we will get back to you”, “a decision is still to be made.” and “waiting for management.” b. According to my phone, I made 52 calls to Mayfair to followup or discuss the matter. How many did Mayfair make to try and find a solution? 11 (eleven). These numbers may be out with a few, this way or that way, but still, it's clear where the effort came from. c. Despite sending a letter of demand, I still, have not heard anything from Mayfair The last update = still waiting for a response to the “letter of demand”.
Regards George
Good morning Mr. Furnell
We acknowledge receipt of your complaint and I am aware that senior management are involved in the matter and have been made aware of the circumstances surrounding your post and complaint. Please could I kindly ask you for the opportunity to investigate the matter fully. I represent senior management and have addressed your complaint at executive level. Your complaint has been escalated for investigation to the Group Operations Director, who is investigating and will consider your complaint properly.
Sir, thank you for taking the time to tell us why our service failed to meet your expectations. We value your business, and would like to address your concerns as quickly as possible. I understand your frustration, and I sincerely apologise for any inconvenience we have caused you. Please know that I will personally be handling your case, and will be in contact with you on a regular basis, until this issue is resolved to your satisfaction. It is my goal to restore your confidence in our company by solving this problem and preventing it from happening again.
Thank you again, for your honest feedback and please be assured that you are important to Mayfair Gearbox.
Please do not hesitate to contact me at anytime if I can be of further assistance on +***9.
I assure you of my personalised attention at all times.
Kind Regards, Samantha Brand
Communications Manager
Mayfair Gearbox Group SA
***
Good morning Mr. Furnell
We acknowledge receipt of your complaint and I am aware that senior management are involved in the matter and have been made aware of the circumstances surrounding your post and complaint. Please could I kindly ask you for the opportunity to investigate the matter fully. I represent senior management and have addressed your complaint at executive level. Your complaint has been escalated for investigation to the Group Operations Director, who is investigating and will consider your complaint properly.
Sir, thank you for taking the time to tell us why our service failed to meet your expectations. We value your business, and would like to address your concerns as quickly as possible. I understand your frustration, and I sincerely apologise for any inconvenience we have caused you. Please know that I will personally be handling your case, and will be in contact with you on a regular basis, until this issue is resolved to your satisfaction. It is my goal to restore your confidence in our company by solving this problem and preventing it from happening again.
Thank you again, for your honest feedback and please be assured that you are important to Mayfair Gearbox.
Please do not hesitate to contact me at anytime if I can be of further assistance on +***9.
I assure you of my personalised attention at all times.
Kind Regards, Samantha Brand
Communications Manager
Mayfair Gearbox Group SA
***
Good morning Mr. Furnell
I have investigated the matter regarding your concern and complaint Sir and wish to report our findings as follows:
To briefly summarize;
Your vehicle came into Mayfair Gearbox initially in September 2016 and the repair was carried out and paid for by yourself, with a six (6) month warranty.
The vehicle was returned to Mayfair Gearbox in June 2017 with a complaint regarding the vehicle not going into gear. The technical team assessed your vehicle and diagnosed that there was a fault with the intake manifold runner, throttle runner problem and the diff was locked (engine related not gearbox related). You were advised that these factors (engine related) could contribute in damage to the gearbox or a possible malfunction to the gearbox. At this time you took your vehicle to another provider to have these problems fixed.
The provider not named for confidentiality purposes suggested that there was still a problem with the gearbox in your vehicle and your gearbox was brought back to Mayfair gearbox in October 2017 as a loose unit with the complaint that there was a noise emanating from the transmission. At this stage your warranty period with Mayfair Gearbox was up and the Mayfair Team quoted you to repair the transmission. The diagnosis on the gearbox at this time as follows:
The filter tube is missing in the gearbox;
Suspect low oil level causing forward friction to burn up;
Lack of oil pressure to the chain will cause it to slip on the cones, resulting in metal debris going through the transmissions, clogging the filter and causing the noise in the transmission;
Planetary cushions in fwd drum is melted and broken apart.
These are significant findings on the loose gearbox unit and our team has been waiting for authorisation to proceed with your repair since you were quoted in November 2017.
With regard to your complaint about the level of service you have received, I am very unhappy to hear that our customer service has failed to meet your expectations. I would like to recommend that our senior service advisor, Rozante Stevens, take over your matter to ensure that you receive the level of customer service that is the Mayfair Gearbox standard Sir. I will address the lack of service you have expressed with the executive team and the number of times you have had to personally follow up and call our division. I wish to reiterate that you are important to Mayfair Gearbox and we hope restore this confidence in us. May Rozante contact you Sir? Please advise.
Please kindly also furbish me with the letter of demand sent to Mayfair Gearbox for my action and follow-up.
I assure you of my personalised attention at all times. Should you wish to meet with me personally to discuss this further, please do not hesitate to contact me at any time on +***9.
Kind Regards, Samantha Brand
Communications Manager
Mayfair Gearbox Group SA
***
Good morning Mr. Furnell
I have investigated the matter regarding your concern and complaint Sir and wish to report our findings as follows:
To briefly summarize;
Your vehicle came into Mayfair Gearbox initially in September 2016 and the repair was carried out and paid for by yourself, with a six (6) month warranty.
The vehicle was returned to Mayfair Gearbox in June 2017 with a complaint regarding the vehicle not going into gear. The technical team assessed your vehicle and diagnosed that there was a fault with the intake manifold runner, throttle runner problem and the diff was locked (engine related not gearbox related). You were advised that these factors (engine related) could contribute in damage to the gearbox or a possible malfunction to the gearbox. At this time you took your vehicle to another provider to have these problems fixed.
The provider not named for confidentiality purposes suggested that there was still a problem with the gearbox in your vehicle and your gearbox was brought back to Mayfair gearbox in October 2017 as a loose unit with the complaint that there was a noise emanating from the transmission. At this stage your warranty period with Mayfair Gearbox was up and the Mayfair Team quoted you to repair the transmission. The diagnosis on the gearbox at this time as follows:
The filter tube is missing in the gearbox;
Suspect low oil level causing forward friction to burn up;
Lack of oil pressure to the chain will cause it to slip on the cones, resulting in metal debris going through the transmissions, clogging the filter and causing the noise in the transmission;
Planetary cushions in fwd drum is melted and broken apart.
These are significant findings on the loose gearbox unit and our team has been waiting for authorisation to proceed with your repair since you were quoted in November 2017.
With regard to your complaint about the level of service you have received, I am very unhappy to hear that our customer service has failed to meet your expectations. I would like to recommend that our senior service advisor, Rozante Stevens, take over your matter to ensure that you receive the level of customer service that is the Mayfair Gearbox standard Sir. I will address the lack of service you have expressed with the executive team and the number of times you have had to personally follow up and call our division. I wish to reiterate that you are important to Mayfair Gearbox and we hope restore this confidence in us. May Rozante contact you Sir? Please advise.
Please kindly also furbish me with the letter of demand sent to Mayfair Gearbox for my action and follow-up.
I assure you of my personalised attention at all times. Should you wish to meet with me personally to discuss this further, please do not hesitate to contact me at any time on +***9.
Kind Regards, Samantha Brand
Communications Manager
Mayfair Gearbox Group SA
***
Good afternoon Mr Furnell
Good afternoon Mr Furnell
Good afternoon Mr Furnell
Thank you Sir for the asking your attorney to contact me. I await the said correspondence. Please be advised that we are taking your matter very seriously as we are always striving to improve our services.
I look forward to talking to you further Sir. I will contact you on your mobile shortly as requested.
Please do not hesitate to contact me at anytime if I can be of further assistance on +***9.
I assure you of my personalised attention at all times.
Kind Regards, Samantha Brand, Communications Manager
Mayfair Gearbox Group SA, ***
Good afternoon Mr Furnell
Thank you Sir for the asking your attorney to contact me. I await the said correspondence. Please be advised that we are taking your matter very seriously as we are always striving to improve our services.
I look forward to talking to you further Sir. I will contact you on your mobile shortly as requested.
Please do not hesitate to contact me at anytime if I can be of further assistance on +***9.
I assure you of my personalised attention at all times.
Kind Regards, Samantha Brand, Communications Manager
Mayfair Gearbox Group SA, ***
Dear Mr Furnell
Dear Mr Furnell
Without Prejudice
Good evening Mr. Furnell
Sir, I liaised with your attorney on record via email correspondence on the 17/1/2018 on the same day that he furbished Mayfair Gearbox with the letter of demand, via email correspondence; and in said email I acknowledged receipt of the letter of demand sent by your attorney on the 17/1/2018.
As explained to your attorney on record, I was out of office last week due to a medical matter and was unavailable telephonically as a result of this medical situation. I also advised your attorney that I had advised you of same via sms correspondence in response to your sms message. As detailed to your attorney on 17/1/2018, unfortunately my medical situation resulted in my being out of office and hospitalised longer than expected hence you not being able to reach me at my office. I did also advise your attorney on record of my situation.
Please be advised that Mayfair Gearbox did instruct our attorney on the 17/1/2018 to make contact with your attorney on record. The letter of demand has been sent to our attorney accordingly.
We have been advised to follow the legal process via our attorney. I sincerely hope that the matter can be resolved amicably Mr. Furnell and once again reiterate that I was hospitalised and therefore not in a position to communicate with you last week Sir due to a medical emergency.
I assure you of my personalised attention at all times.
Kind Regards, Samantha Brand
Communications Manager, Mayfair Gearbox Group SA
***
Without Prejudice
Good evening Mr. Furnell
Sir, I liaised with your attorney on record via email correspondence on the 17/1/2018 on the same day that he furbished Mayfair Gearbox with the letter of demand, via email correspondence; and in said email I acknowledged receipt of the letter of demand sent by your attorney on the 17/1/2018.
As explained to your attorney on record, I was out of office last week due to a medical matter and was unavailable telephonically as a result of this medical situation. I also advised your attorney that I had advised you of same via sms correspondence in response to your sms message. As detailed to your attorney on 17/1/2018, unfortunately my medical situation resulted in my being out of office and hospitalised longer than expected hence you not being able to reach me at my office. I did also advise your attorney on record of my situation.
Please be advised that Mayfair Gearbox did instruct our attorney on the 17/1/2018 to make contact with your attorney on record. The letter of demand has been sent to our attorney accordingly.
We have been advised to follow the legal process via our attorney. I sincerely hope that the matter can be resolved amicably Mr. Furnell and once again reiterate that I was hospitalised and therefore not in a position to communicate with you last week Sir due to a medical emergency.
I assure you of my personalised attention at all times.
Kind Regards, Samantha Brand
Communications Manager, Mayfair Gearbox Group SA
***
'Without Prejudice'
Good day Mr Furnell
Please be advised that Mayfair Gearbox sent you a settlement proposal on the 7th February 2018 transmitted via email to which we had no response from yourself. Please kindly respond to our settlement proposal in our best efforts to assist you. We look forward to hearing from you.
Please do not hesitate to contact me at anytime if I can be of further assistance on +***9.
I assure you of my personalised attention at all times.
Kind Regards, Samantha Brand, Communications Manager, Mayfair Gearbox Group SA
***
'Without Prejudice'
Good day Mr Furnell
Please be advised that Mayfair Gearbox sent you a settlement proposal on the 7th February 2018 transmitted via email to which we had no response from yourself. Please kindly respond to our settlement proposal in our best efforts to assist you. We look forward to hearing from you.
Please do not hesitate to contact me at anytime if I can be of further assistance on +***9.
I assure you of my personalised attention at all times.
Kind Regards, Samantha Brand, Communications Manager, Mayfair Gearbox Group SA
***