Bad Service and Customer Experience

<p>On the 22nd of July 2017 I took my wife’s brand new 2017 Toyota Fortuner to Mccarthy Toyota Sinoville for its 10,000km service.</p> <p>Here is the summary of my experience:</p> <p>1. I had to make 5 calls just to get my car booked in for a service. (Reception lady is putting me through to bookings and phone rang till it cuts off)</p> <p>2. I also left a message on a service advisors phone but still waiting for her to call me back.</p> <p>3. On the day of service my wife dropped the car off and collect it later – on her way home she phone me and tell me that her car is making a strange noise and that she had smell a “burning smell” when she stopped at our house.</p> <p>4. When I arrive at the house and lift the bonnet I discover that the air filter cover was open.</p> <p>5. The service book was not even stamped.</p> <p>6. On the 24th of July 2017 I went back to the dealer and no management was on site – I spoke to the workshop foreman Mr. Tiaan Maritz who promises me to investigate the matter and get back to me. Still waiting.....</p> <p>7. The service satisfaction lady (Hilda) phoned me and also said she will get back to me after I complaint to her. Still waiting....</p> <p>8. Service advisor (Melani Jooste) did not stamp service book??</p> <p>9. I also complain to Toyota Customer Care – Ref No: ********** 84. They said that Jacques de Lange (workshop manager) will give me a call back. I then mentioned to them that my neighbour who is driving a Toyota 3.0 D4D is now waiting two years for Jacques to phone him back regarding a problem on his car and she must escalate it to the DP directly. She promises to do so and will also get back to me. Still waiting.....</p> <p>10. After spending R500k plus on buying this vehicle I want to know from Toyota what are they going to do about this situation – what were the noise and the burn smell? What could have been damaged on the vehicle due to their negligence?</p> <p>11. But let me guess I am going to wait a long time....... </p>