No availability of spares and unwillingness to help with a loan/rental car after 30 days

Dear Sir/Madam

I'd suggest that if you're going to respond on a respected public forum like hellopeter.com, where reputations are at stake, you should get your facts right.

The order was not placed on 4 January as you claim. On that date, the panel beater simply followed up on the order to seek clarity on the parts' ETA.

The panel beater is sending me a full history of the order (which they have already summarised in a WhatsApp). If you email me directly, I will happily forward you the information that the panel beater sends me first thing tomorrow morning (13/01/2021).

Alternatively, you can reply with your email address and I'll forward the information you you.

In the meantime, this is an extract for a communication from the panel beater (Star Centre in George)

Mitsubishi has had 3 weeks to fly the parts into the country

Perhaps you should give some thought to the fact that Mitsubishi has denied me a rental/loan vehicle based on an incorrect assessment of the facts.

I am not able to forward information to you, as you'll note that your email address has been hidden. But you are free to contact Star Centre panel beaters in George who can substantiate what I've said.

In fact they alerted Mitsubishi as early as 14 December to the requirement for the parts, but could only confirm the order once Santam approved the claim - so Mitsubishi had an additional week to get the parts lined up.

I understand that you don't have a courtesy car, but despite a tight economy, I didn't realise thing were quite so tight that Mitsubishi can't stump up for a rental car. This, given that it is unable to supply parts timeously.

If nothing else eventuates form this communication, at least readers will see that you represent Customer "Care-less", rather than Customer "Care".

While I think my Outlander is a great car, my next car won't be a Mitsubishi. It will be from a supplier that takes pride in its product, cares about its customers and is prepared to fund sufficient spares in the country to adequately support its products.

Finally, Mitsubishi's poor service is costing the insurance company extra by obliging it to transport the car to Joburg once the parts finally arrive.

After contacting Mitsubishi head office, the company accepted that indeed a load car was warranted. This is much appreciated, albeit that I had to fight for it - kudos to Warren Harris at head office for sorting things out and for being able to provide ETAs on the two shipments of the parts.

Would I buy another Mitsubishi - This is my second outlander. I owned the first with only 2 problems - a faulting CD player and a faulty rear passenger door winder - both of which, I didn't bother to repair.

My 2019 Outlander runs very well so far, so quality wise there isn't a problem.

That said, when I purchase my next car, I will switch to a brand where parts are readily available in the country - Toyota, Ford, VW, etc

This situation was resolved to my satisfaction after I contacted Mitsubishi's head office. When given the opportunity to discuss the situation, Mitsubishi accepted their tardiness and provided me with the requested loan vehicle.

Thanks to Mitsubishi Head Office for its intervention