Worst customer service!!!

I am extremely disappointed with the service I received from Milnerton Nissan. This was, without question, one of the worst customer service experiences I have ever had.

My vehicle was towed to the dealership on a Monday after it failed to start. I received a call confirming that the car had arrived and was told it would be assessed on Tuesday. Tuesday came and went with no update whatsoever. When I called to follow up, I was told that these things typically take around five days to diagnose – a completely different message from what I had been told when the vehicle was booked in.

On Wednesday, after again hearing nothing from the dealership, I had to call for an update. Only then was I informed that the battery was the issue and that a replacement would cost approximately R7,000. I was also told that a claim would be submitted to secure a 50% contribution because the vehicle is still under warranty.

By Thursday, having received no communication from the dealership, I once again had to follow up myself. I then discovered that the claim had not been submitted and that the battery was not even available. In the end, I had to purchase the battery myself and arrange for it to be delivered to the dealership.

The most frustrating part of this entire experience was not the battery issue itself, but the complete lack of communication. During the entire week that my vehicle was at the dealership, I received only one proactive phone call from Milnerton Nissan. Every other update required me to chase for answers. At no point did I feel informed, valued, or confident that my vehicle was being managed properly.

Customers understand that repairs can take time and that delays can happen. What is unacceptable is being left in the dark and forced to repeatedly follow up just to find out what is happening with your own vehicle.

The service was appalling, communication was non-existent, and the overall customer experience fell far below what I would expect from an authorised Nissan dealership. I would not recommend Milnerton Nissan based on my experience.