Does management in McCarthy Land Rover actually exict?

Dear Sirs/Madam

Kindly forward email for the attention of Sharnie Malan

I would like to highlight my complete dissatisfaction with my Freelander’s repair while under the care of Land Rover Bedfordview and McCarthy Land Rover Westrand.

It all started with system not starting up when starting. The vehicle would start but no instruments or entertainment system or any acceleration (Some sort of safe mode). The Freelander was taken to McCarthy Land Rover Westrand where they promptly diagnosed and found the battery to be at fault. Magriet has given me great service!

The problem returned and the vehicle was taken in again. It was now diagnosed to be a faulty CJB (main brain). The vehicle went to LR Bedfordview for the repair as they were cheaper in supplying the very expensive part and as a second opinion. I was assured by LR Bedfordview that they do there on diagnoses prior to repair. A new CJB was fitted, however the replacement part was never returned to me neither did I get a call to ask me if I need the old part back as this ultimately belongs to me. I did call the service adviser to request for the old part to be returned to me only to find out they discarded the part worth R25000. As this is not the cause of the problem as it is still the current issue they actually discarded a non faulty part worth R25000 of my money.

The vehicle was returned to me supposedly fixed. To my dismay the problem re-occurred and video was taken of the incident. At this point I lodged a complaint with LRSA customer care, Irene. I then returned the vehicle to McCarthy Land Rover Westrand as they diagnosed the problem. The vehicle was returned to me only to find once again it is doing exactly the same. I advised Irene that the problem is not solved and requested that the case should be re-opened. At this point Irene did not return any of my calls and finally spoke to her supervisor to get some action in this regard. A case was opened again.

I once again returned the vehicle to McCarthy Land Rover Westrand in November, whereby they gladly supp**** me a “Hire vehicle” whilst they get to the bottom of the fault – Evoque, what a lovely vehicle! One of the reasons I love LR.

During this extended period the only feedback from McCarthy Land Rover Westrand was that of Magriet informing me that they are still busy with the vehicle. I had no feedback from the technical department. Only when visiting McCarthy Land Rover Westrand was I explained by Gene that they are in contact with Land Rover UK to replicate and solve the problem. This is however hard to believe referring to explanation below.

I have been contacted this week to inform me that the vehicle must be collected and that a further booking have to be made. To my surprise arriving at McCarthy Land Rover Westrand I was informed that I have to now pay R3200 (approximate) for a faulty ignition that was perfect when it went in. Chris was eager to point out the failed part asking me if I had knowledge of this. I rep****, no, and explained that I have my car fixed as soon as I notice a fault and that I do not know who will drive their vehicle if the key is stuck in the ignition. Imagine parking at a shopping centre, leaving the key in the ignition and expecting your vehicle to be there if you return (We live in SA). They were quick to offer me a discount and a discounted voucher for something that broke whilst in their care? How does this work?

I reported this to Irene who tried to make excuses for McCarthy Land Rover Westrand explaining it can happen at any time after consulting with Gene the workshop manager. I ended up paying 50% of the bill after a discount from McCarthy Land Rover Westrand and a voucher from Irene. The fact remains I had to pay 50% of a bill for a part that was in working order adding to the amount already paid for the battery and the CJB that was supposedly fixed the original problem.

I collected the vehicle and requested the paperwork for this lengthy repair (two months). I received a blank jobcard just written renew key. From my previous dealings I know they supposed to have full clocking for all they do and have technical assistance loaded to LRSA as it is a monstrous problem, but they got nothing! NO Technical assistance, no clocking, no evidence that they can justify two months worth of car hire!

I now stand to believe that two months have been wasted as nothing was done, lack of evidence support my theory, where do I go now with my problematic vehicle, as no repairs were affected and I am out of pocket with over R30000 and a vehicle presenting exactly the same problem?

I love the brand and have bought a Disco 4 subsequently and now left the unreliable Freelander to my wife and 3 year old boy. I do not feel safe with this as their safety is compromised to erratic functioning of the vehicle as we live in Crime capital in SA

In closing I just want a vehicle that’s repaired and to enjoy a vehicle I bought and love. Would this be possible? Any comments would be appreciated! As per my telephone conversation with Irene I explained that I feel that I have been outdone spending money on misdiagnosed parts. I want a refund on the misdiagnosed parts.

I do believe that I am not a difficult customer and do not believe in shouting and screaming to get things done but I feel that I have no option other than to publish this letter on social media and Hello Peter and lodging a complaint with the ombudsman should I not receive a response from Land Rover by end of business Monday 29 January 2018.

I look forward to your reply.

You’re out of pocket and very unhappy customer.

______________________________________________________________________ This letter was send to ********** in January and assured that it will be forwarded to the Sharnie Malan and to date I have not received any feedback or acknowledgement that she has actually received the email.

Today I once again receive a call from Land Rover SA telling me that they have been told by Gene that they have been in contact with me to arrange for the vehicle to go in again and that he has closed the case once again because of this... THIS IS AN ABSOLUTE LIE AND NO ONE HAS BEEN IN CONTACT WITH ME FROM MCCARTHY LAND ROVER CONSTANTIA KLOOF.

I feel that LRSA customer service is protecting McCarthy Land Rover Constantia Kloof and that my complaint is not handled by the relevant parties.

I have asked LRSA to confirm that they have forwarded the email to Sharnie Malan and to date I still have no answer that it has and their excuse remains the same for months now, they will speak to management and get back to me. According to my experience this is only a title but no one in McCarthy actually mans this position. I have heard it all, technical manager will get back to me, area manager will get back to me, Sharnie Malan will get back to me, guess what, I AM STILL WAITING!!!

This letter was done in January and I am sure that legally they are obligated to respond in 21 days, but I assume McCarthy Land Rover Constantia Kloof and LRSA management is still in the process of responding to my complaint, not surprising as it is now more than a year fixing my vehicle... Great service McCarthy Land Rover Constantia Kloof and LRSA, keep going this way and you will be out of business soon...

Should the correct business philosophy not be for management to actually contact me??? That is if management exists?

I will now start to invoice for my time and inconvenience as I am legally entitled too.