Suzuki family outcast

I Lee Adams ,would like to bring my experience as a brand new member of the Suzuki family to your attention.

In June 2017, while on the hunt for my dream vehicle I came across this beautiful grey vehicle at your Mekor Suzuki Kenilworth branch, and I knew I just had to have it. My partner called and spoke to a very helpful Sales Manager by the name of Nazeem Aziz and reserved the vehicle for me to go and see.

We went to the branch and there she was , sparkling on the showroom floor of your branch.

We proceeded and I was so excited , as this was not only my dream vehicle she was my, 1st vehicle, my 1st finance and my 1st to many more-the list can go on ( I cannot stress my excitement any other way). The competition was really tough, as there were three other Buyers waiting to view her , but Nazeem and Sean gave me the first privilege.

Sean ,took me for the test drive and it was my first time ever driving a Suzuki Jimny –it was a dream come true. As we were driving down Rosmead Avenue, I heard a strange noise and asked Sean about it. He advised me that it was due to me pressing the 4wd button and that the vehicle was gearing up to go in this mode. Little did I know, what I know today. The service received from your Salesman’s on this day was great and yes they were really good at their jobs and had me eating at their every word. They advised me that the vehicle had been valet and that a full service was done and they were in the process of Road Worthing the vehicle and all that was left for me to do was meet up with Glenda the Finance Manager to sign on the dotted line.

I was also advised on this day that the services of Jimny’s was fairly cheap and that it was cheaper to do it out of my pocket than purchasing this service plan. The option was great as the estimated service price of repairing a Jimny was between R3000-R4000, which is affordable.

After leaving your branch ,Glenda had called me to advise me about my finance approval and I was over the moon, most of the questions were asked telephonically. I eventually got to the Suzuki branch to bring my baby home.

June 28th 2017, was the day everything was sorted ,I could go and collect my vehicle. The 29th June 2017, to my surprise ,whilst dusting the morning dew off from my car I noticed that my Roof rack was broken . I immediately notified my partner to contact Nazeem and I emailed Glenda. Nazeem allowed me to come immediately to his workshop to have a look at it –which I have done. My Dash panel was also loose and Nazeem advised that it was manufactured in that way and that the roof rack was also manufactured that way and it was not broken.

In July, my partner went through my log book and brought to my attention that the service that was believed to have happened on the vehicle was not recorded and that the last service stamp was by the previous owner at the Parow Suzuki branch and no service stamp or signature from Kenilworth. She immediately contacted Nazeem once again to inquire about this . Nazeem then reassured us that the service was done and that all we had to do was bring the book to have it completed and stamped. Due to my very demanding job I wasn’t able to do this immediately. Eventually ,when I had a chance they prompted me that the vehicle had to be booked in at the workshop and that they would assist in getting me to work that day and ensuring that the vehicle got to me as well in Paarden Eiland ,at my work place. They took me to work . When collecting my vehicle I spoke to one on the guys in the workshop and asked what was done . He told me that it wasn’t major all they did was change the oil filter. This proved to me that no service was done, as promised. Why did my vehicle have to be booked in , if a service was done when I bought it?

Later, due to work I was in Jhb for a few weeks which my car stayed at my home and up on my return I notified Glenda ,that the sound was way more prominent and I did not know what or how to go about this- I got no reply. My partner called Nazeem and told him as well. He mentioned to her that Suzuki Jimny was tough cars and that it was highly unlikely that the Gearbox could have a issue. Obviously, we trusted his judgement and believed that I was mistaken. In November, I left to JHB once again and my car was at home .I was away for a bit and had asked my Dad to check whether the sound was still there. He checked and took the car immediately to Suzuki again. Suzuki then advised him that the Gearbox would have to be replaced and that the price to do this was estimated R34 000. My partner notified Nazeem once again that my father had taken the car to Suzuki and told him what was said. He then notified her that he no longer works at the branch and only the branch would be able to assist us further. He also advised her that because the car was so old all cost will be on me as the owner.

I called Suzuki to inquire but they confirmed everything Nazeem had said . Because I had not purchased a service warranty , I would have to have the funds in order for them to assist. Where do I get R 34000 cash ? I just purchased a car. I am still paying my finance and will for the next 5years. Something surely sounds fishy ,its just not right, since I have this vehicle I have been having issues. I pose a question: Because I buy a Suzuki second hand vehicle and unfortunately purchased no service plan –Am I not valued as a Suzuki member? Was my Suzuki purchase the worst choice? Did I buy this car to just get it off the sales floor? Please ,if this had happened a year later or maybe 2years later, I would have understood,but 8months today? SERIOUSLY.

On Monday 5th March 2018, my partner contacted Nazeem and he advised her the same old story again. He referred her to the workshop where she had to speak to Chesray to inquire about parts. Chesray was not available. I then decided as I was not going to receive any justice from Suzuki I will take it to a external Gear Box specialist which I did. They advised me that the sound was due to broken bearings and shafts inside the Gearbox and it would cost estimate R 15000 excluding vat. My partner then called Suzuki again and my partner spoke to Noor. Noor advised her that he had no knowledge of the service warranty of second hand vehicles and that if we did not have the funds then maybe weigh our options. Noor ,also advised her that the R34 000 sounded like a estimated price and that he feels who ever done that quote probably never looked at the vehicle based on what my partner said to him. Whilst on the phone with Noor I called my partner to her cell to notify her that my car broke down and I was on a bridge ,Noor suggested that the best man to speak to was Graham . My partner called Graham several of times to eventually got hold of him and voiced her concerns, by this time we were both in a panic due to me standing on a bridge awaiting for a tow truck.

She asked Graham what I was to do and Graham said that he couldn’t give advice at this time because he had no information about the vehicle and that he will have to draw the paper work and do a investigation first.

Graham then called my partner to say that he had checked the documents and Glenda notified him that a extendant mechanical warranty was offered to me which I declined. Because I had not taken the service plan or extendant warranty ,unfortunately Suzuki could not assist me. Graham however did assure my partner that he will further the investigation as soon as Nazeem returns from annual leave.

This mail stresses my journey as a 1st time Suzuki owner. I have not decided to send this mail to get anyone in trouble, but only to highlight the negligence from the branch .I have attached supporting documents ,emails ,pictures to support the above story. This vehicle has become my means to work ,my goodness I couldn’t even accept a invitation from Graham to join the 4x4 club as I was to afraid of hurting my precious gem and she wasn’t fully equipped.

I am so disappointed and disgusted in the fact that my new car (which is old to Suzuki), now has to be repaired by a external company as Suzuki cannot assist me .I have attached the Mayfair quote as well which clearly states what is wrong with my car-a report. Why could Suzuki not tell me the same thing? Why could Suzuki not pick up this fault at the beginning, if the correct procedural things were done in your workshop? The list of why can go on and on.

I feel that all the measures were not followed correctly at the time of my purchase. I also feel that the difference between the service warranty and extendant mechanical warranty was not explained to me so that I could understand this. I feel that I have been set up for failure.

I am so digusted in how this all turned out. Because ,I do not have all the perks added to my contract my car is now not worthy of receiving better treatment from Suzuki. Yes, the service was great from the sales team when finalising my purchase but I will reiterate that I have been set up for failure.

Well ,I guess it’s a way of life”

The above email was sent to Suzuki on the 8th March 2018. Suzuki failed to get a hold of me and contacted my partner. Glenda the “FNI” of Mekor , advised her that Sean advised her about the sound ,but he was almost sure it was the 4wd sound. She also advise that she had all the emails I had sent her and that she refered me to Nazeem. She also advised that because I had a external company look at my vehicle Suzuki will not touch it. This is so disappointing because when this had happened Suzuki was my first point of call and they couldn’t assist me –what else was I to do?. Despite all of that , there employees advised me that that was the best route to follow. Again I pose a question: Was I set up for failure once again? They sent a response to my mail, stating that they couldnt assist me because there was no manufacturing warranty on my gearbox. Seriously pathetic.

I do not want to be part of a motor family that treats there members so poorly.