RR
Ronny R
1 reviews | Active since Jun 2013
25 Oct 2022, 10:13
Poor repairs from Mitsubishi
I purchased a Mitsubishi Pajero form Mitsubishi Umhlanga on 28/02/2021. The initial inspection report from Mitsubishi had indicated that all inspections ,test and services were done. I later found out the vehicle was not serviced. I took the vehicle in to Mitsubishi Secunda for a service as agreed by the dealer in Umhlanga. On inspection there was evidence that Mitsubishi Umhlanga did not inspect the vehicle as there was major damages to the vehicle.
Mitsubishi Umhlanga had agreed to repair the said damages including replacing all 4 shock absorbers. 18 months later the shock were damaged beyond explanation which also resulted in my tyres being damaged. The vehicle has only done 30 000km in the time period. When this matter was addressed with Mitsubishi Umhlanga, I was told the shocks only had a years guarantee.
What surprised me was that the garage that replaced the shocks on 11/10/2022 with KYB has given me a 3 year guarantee. Oh not to forget the shocks that Mitsubishi Umhlanga had replaced were KYB shocks. So from my past experience and current experience with Mitsubishi Umhlanga, the question i have is that does Mitsubishi sell quality vehicles or is the service at Mitsubishi Umhlanga poor. Did they replace it with new or second hand damaged shocks.
This matter was addressed with Felicia Sono for the head office, however her understanding is so poor that she doesn't know the difference between Pinetown and Umhlanga. Mitsubishi is free to contact me on ***
Helpful (0)
Replies (7)0
Replies (7)
Mitsubishi Motors South Africa's replyOfficial
25 Oct 2022, 13:05Good day Ronny
We acknowledge receipt of your complaint.
Please contact the Mitsubishi Customer Care Centre on *** for further assistance.
Thank you.
Mitsubishi Motors South Africa
We acknowledge receipt of your complaint.
Please contact the Mitsubishi Customer Care Centre on *** for further assistance.
Thank you.
Mitsubishi Motors South Africa
Mitsubishi Motors South Africa's reply25 Oct 2022, 13:05
Official
Good day Ronny
We acknowledge receipt of your complaint.
Please contact the Mitsubishi Customer Care Centre on *** for further assistance.
Thank you.
Mitsubishi Motors South Africa
We acknowledge receipt of your complaint.
Please contact the Mitsubishi Customer Care Centre on *** for further assistance.
Thank you.
Mitsubishi Motors South Africa
RR
Ronny R's updateReviewer Update
25 Oct 2022, 16:00 This is the reply from Felicia Sono.
Please contact me telephonically to discuss the issue.
Please contact me telephonically to discuss the issue.
Sensitivity - Operational
Good morning Ronny,
We acknowledge receipt of your email.
Kindly be advised that Mitsubishi Motors South Africa was not given an opportunity to inspect the original shocks that were initially fitted by Mitsubishi Umhlanga when you took delivery of the vehicle.
Therefore, the information you have presented is insufficient to conclude that the shocks and tyres removed by Kinross Retreaders were defective in product, and as such we are unable to honor your request for a refund.
Should you wish to pursue the matter further based on our stance, kindly contact the Motor Industry Ombudsman of South Africa (MIOSA) for an independent ruling, www.miosa.co.za
We thank you for bringing your concerns to our attention.
RR
Ronny R's update25 Oct 2022, 16:00
Reviewer Update
This is the reply from Felicia Sono.
Please contact me telephonically to discuss the issue.
Please contact me telephonically to discuss the issue.
Sensitivity - Operational
Good morning Ronny,
We acknowledge receipt of your email.
Kindly be advised that Mitsubishi Motors South Africa was not given an opportunity to inspect the original shocks that were initially fitted by Mitsubishi Umhlanga when you took delivery of the vehicle.
Therefore, the information you have presented is insufficient to conclude that the shocks and tyres removed by Kinross Retreaders were defective in product, and as such we are unable to honor your request for a refund.
Should you wish to pursue the matter further based on our stance, kindly contact the Motor Industry Ombudsman of South Africa (MIOSA) for an independent ruling, www.miosa.co.za
We thank you for bringing your concerns to our attention.
RR
Ronny R's updateReviewer Update
07 Nov 2022, 10:36I have spoken to various professionals in this regard, even a foreman at a Mitsubishi garage and he mentioned that one would not be able to provide a technical report as to why the shocks were damaged. However as the customer services manager, Felicia Sono requires a technical report. So one should be care in purchasing or maintaining their vehicle at an OEM as they have a tendency of abdicating their errors and hide behind technicalities.
It is indeed a shame that a good brand like Mitsubishi has people in charge that have no clue on customer services. This will be the downfall of many an organisation.
It is indeed a shame that a good brand like Mitsubishi has people in charge that have no clue on customer services. This will be the downfall of many an organisation.
RR
Ronny R's update07 Nov 2022, 10:36
Reviewer Update
I have spoken to various professionals in this regard, even a foreman at a Mitsubishi garage and he mentioned that one would not be able to provide a technical report as to why the shocks were damaged. However as the customer services manager, Felicia Sono requires a technical report. So one should be care in purchasing or maintaining their vehicle at an OEM as they have a tendency of abdicating their errors and hide behind technicalities.
It is indeed a shame that a good brand like Mitsubishi has people in charge that have no clue on customer services. This will be the downfall of many an organisation.
It is indeed a shame that a good brand like Mitsubishi has people in charge that have no clue on customer services. This will be the downfall of many an organisation.
Mitsubishi Motors South Africa's replyOfficial
09 Nov 2022, 10:05Dear Ronny
We acknowledge the receipt of your comment and will respond to you directly.
Thank you
Mitsubishi Motors South Africa
We acknowledge the receipt of your comment and will respond to you directly.
Thank you
Mitsubishi Motors South Africa
Mitsubishi Motors South Africa's reply09 Nov 2022, 10:05
Official
Dear Ronny
We acknowledge the receipt of your comment and will respond to you directly.
Thank you
Mitsubishi Motors South Africa
We acknowledge the receipt of your comment and will respond to you directly.
Thank you
Mitsubishi Motors South Africa
RR
Ronny R's updateReviewer Update
09 Nov 2022, 12:44Its amazing how Mitsubishi are abdicating their responsibilities by being sneaky and having different requirements.
At first Felicia Sono required a technical report as to what caused the damage to the shocks. After my last response i got a message from Sonja Bezuidenhout, Senior Manager: CRM & Warranty. What Sonja argument now is that the vehicle has not been inspected by a Mitsubishi dealer, hence they are unable to verify if the shocks were damaged or not. Talking to Sonja, by implication she referred to me a being dishonest when i said to her I can send her the shocks and she can send it for a technical analysis.
What Mitsubishi SA and Mitsubishi Umhlanga do not want to address is that prior to sale of the vehicle the original inspection was not done by the technicians but signed off the inspection sheet which I have a copy of. It subsequently costed Mitsubishi a substantial amount to rectify the issues on the vehicle. Part of the replacement was the shocks.
The question one begs to ask here is , "was the shocks replaced with new ones or was the old ones cleaned and replaced"? My doubt is that the shocks were never replaced but cleaned and reinstalled based on my previous experience and the cost of replacing the shocks with Mitsubishi spares.
What Sonja Bezuidenhout does not want to do is follow up neither do they want me to send them proof of payment made to the service provider that replaced the shocks. Its easy to hide behind the issue of the vehicle has not been inspected by a Mitsubishi dealer and you are a ****. Alternatively take the matter up with the motor industry ombudsman.
At first Felicia Sono required a technical report as to what caused the damage to the shocks. After my last response i got a message from Sonja Bezuidenhout, Senior Manager: CRM & Warranty. What Sonja argument now is that the vehicle has not been inspected by a Mitsubishi dealer, hence they are unable to verify if the shocks were damaged or not. Talking to Sonja, by implication she referred to me a being dishonest when i said to her I can send her the shocks and she can send it for a technical analysis.
What Mitsubishi SA and Mitsubishi Umhlanga do not want to address is that prior to sale of the vehicle the original inspection was not done by the technicians but signed off the inspection sheet which I have a copy of. It subsequently costed Mitsubishi a substantial amount to rectify the issues on the vehicle. Part of the replacement was the shocks.
The question one begs to ask here is , "was the shocks replaced with new ones or was the old ones cleaned and replaced"? My doubt is that the shocks were never replaced but cleaned and reinstalled based on my previous experience and the cost of replacing the shocks with Mitsubishi spares.
What Sonja Bezuidenhout does not want to do is follow up neither do they want me to send them proof of payment made to the service provider that replaced the shocks. Its easy to hide behind the issue of the vehicle has not been inspected by a Mitsubishi dealer and you are a ****. Alternatively take the matter up with the motor industry ombudsman.
This is the state of customer service we pay for in our beautiful country.
RR
Ronny R's update09 Nov 2022, 12:44
Reviewer Update
Its amazing how Mitsubishi are abdicating their responsibilities by being sneaky and having different requirements.
At first Felicia Sono required a technical report as to what caused the damage to the shocks. After my last response i got a message from Sonja Bezuidenhout, Senior Manager: CRM & Warranty. What Sonja argument now is that the vehicle has not been inspected by a Mitsubishi dealer, hence they are unable to verify if the shocks were damaged or not. Talking to Sonja, by implication she referred to me a being dishonest when i said to her I can send her the shocks and she can send it for a technical analysis.
What Mitsubishi SA and Mitsubishi Umhlanga do not want to address is that prior to sale of the vehicle the original inspection was not done by the technicians but signed off the inspection sheet which I have a copy of. It subsequently costed Mitsubishi a substantial amount to rectify the issues on the vehicle. Part of the replacement was the shocks.
The question one begs to ask here is , "was the shocks replaced with new ones or was the old ones cleaned and replaced"? My doubt is that the shocks were never replaced but cleaned and reinstalled based on my previous experience and the cost of replacing the shocks with Mitsubishi spares.
What Sonja Bezuidenhout does not want to do is follow up neither do they want me to send them proof of payment made to the service provider that replaced the shocks. Its easy to hide behind the issue of the vehicle has not been inspected by a Mitsubishi dealer and you are a ****. Alternatively take the matter up with the motor industry ombudsman.
At first Felicia Sono required a technical report as to what caused the damage to the shocks. After my last response i got a message from Sonja Bezuidenhout, Senior Manager: CRM & Warranty. What Sonja argument now is that the vehicle has not been inspected by a Mitsubishi dealer, hence they are unable to verify if the shocks were damaged or not. Talking to Sonja, by implication she referred to me a being dishonest when i said to her I can send her the shocks and she can send it for a technical analysis.
What Mitsubishi SA and Mitsubishi Umhlanga do not want to address is that prior to sale of the vehicle the original inspection was not done by the technicians but signed off the inspection sheet which I have a copy of. It subsequently costed Mitsubishi a substantial amount to rectify the issues on the vehicle. Part of the replacement was the shocks.
The question one begs to ask here is , "was the shocks replaced with new ones or was the old ones cleaned and replaced"? My doubt is that the shocks were never replaced but cleaned and reinstalled based on my previous experience and the cost of replacing the shocks with Mitsubishi spares.
What Sonja Bezuidenhout does not want to do is follow up neither do they want me to send them proof of payment made to the service provider that replaced the shocks. Its easy to hide behind the issue of the vehicle has not been inspected by a Mitsubishi dealer and you are a ****. Alternatively take the matter up with the motor industry ombudsman.
This is the state of customer service we pay for in our beautiful country.
Mitsubishi Motors South Africa's replyOfficial
10 Nov 2022, 12:34Dear Ronny
We will not be able to resolve the matter in that the parts warranty process was not followed and the requested information could not be provided for parts fitted by a third-party (non-Mitsubishi) dealer.
Kindly feel free to approach the Motor Industry Ombudsman of South Africa (MIOSA) for an independent ruling, www.miosa.co.za
Thank you
Mitsubishi South Africa
We will not be able to resolve the matter in that the parts warranty process was not followed and the requested information could not be provided for parts fitted by a third-party (non-Mitsubishi) dealer.
Kindly feel free to approach the Motor Industry Ombudsman of South Africa (MIOSA) for an independent ruling, www.miosa.co.za
Thank you
Mitsubishi South Africa
Mitsubishi Motors South Africa's reply10 Nov 2022, 12:34
Official
Dear Ronny
We will not be able to resolve the matter in that the parts warranty process was not followed and the requested information could not be provided for parts fitted by a third-party (non-Mitsubishi) dealer.
Kindly feel free to approach the Motor Industry Ombudsman of South Africa (MIOSA) for an independent ruling, www.miosa.co.za
Thank you
Mitsubishi South Africa
We will not be able to resolve the matter in that the parts warranty process was not followed and the requested information could not be provided for parts fitted by a third-party (non-Mitsubishi) dealer.
Kindly feel free to approach the Motor Industry Ombudsman of South Africa (MIOSA) for an independent ruling, www.miosa.co.za
Thank you
Mitsubishi South Africa
RR
Ronny R's updateReviewer Update
11 Nov 2022, 08:18Unfortunately the technicalities makes it difficult to do anything further. However, it will be nice for Mitsubishi to admit that the guarantee on the shocks is not a year and at least 3 years. My reason for mentioning this is because KYB is the supplier of the shocks and they provide a 3 year guarantee on the shocks. It will also be nice for Mitsubishi Umhlanga to admit they were at fault in selling a vehicle that was not inspected.
Like We Buy Cars has been trending on social media, maybe I should take tis issue to Twitter and Facebook
Like We Buy Cars has been trending on social media, maybe I should take tis issue to Twitter and Facebook
RR
Ronny R's update11 Nov 2022, 08:18
Reviewer Update
Unfortunately the technicalities makes it difficult to do anything further. However, it will be nice for Mitsubishi to admit that the guarantee on the shocks is not a year and at least 3 years. My reason for mentioning this is because KYB is the supplier of the shocks and they provide a 3 year guarantee on the shocks. It will also be nice for Mitsubishi Umhlanga to admit they were at fault in selling a vehicle that was not inspected.
Like We Buy Cars has been trending on social media, maybe I should take tis issue to Twitter and Facebook
Like We Buy Cars has been trending on social media, maybe I should take tis issue to Twitter and Facebook