POOR CUSTOMER SERVICE

RE: UNSATISFACTORY TREATMENT BY MERCURIUS POLOKWANE ON 11 MARCH 2020 I would like to bring to your attention an unsatisfactory experience I had at your Mercurius Motors Polokwane on the 11 March 2020, which is my Birthday. I have been a loyal customer for many years who rely on this branch for all service and mechanical repairs to my vehicle. I have never received such an ill treatment from your branch before. I advised the service advisor (Lameez Williams) that my car (CA 589067) was scheduled for service and minor parts repairs. She phoned me during the day around 3pm telling me that their Diagnosis Machine was not working, and I have to come collect the car the next day. I asked her how I will get home and she said it wasn’t her problem. She didn’t even try to get help from her manager to at least plan for me to get home since I stay in Mokopane and the dealership is in Polokwane. The car was with the dealership for overnight and I had to collect it the next day, I was outside town and only managed to collect the car after 2 days, however I found that the requested repairs were not done on the vehicle. Upon seeking clarity from the service advisor, she was very rude, arrogant, spoke to me in a loud voice causing a scene, also telling me how she is not a technician. This incident happened in the vicinity of other customers and her colleagues. During the Altercation, Lameez arrogantly told me if I want to speak to the manager, I could do that and she showed me by pointing a finger at her manager, saying there he is you can go to him if you want to. I felt that she disrespected me and the manager as well because the tone of her voice was just unacceptable. As a customer I feel that I need to be treated with respect. I went to the manager’s desk to try and raise my concern, feel that he was not interested to help me at that time since he told me to write an email. This situation required him to intervene and resolve it there and then. I expected him to act effective efficiently. I could not send him the email because he failed to help me on that time.

As shocked as I was, I had to approach her colleague (Muhamad) who saw and heard what was happening, he managed to calm the situation by assisting me further with my complaint. I showed him which parts were to be replaced and he took me to the parts department so that such could be ordered. Even though he was not the service advisor assigned for my car on that day, but he had to step in and assist further after what he witnessed. We need people like Muhamad who will jump in on a situation and ensure that good customer service is always provided to customers.

This action of the service advisor has a huge impact on potential sales since my car is due for replacement and the other colleague of mine should also replace his car. I cannot see myself doing business with your dealership after such poor service. As a very influential individual in the society, I really doubt if the service advisor knew whom she was dealing with.

Please note that this is done on behalf of my colleague who's contact is available on request.