********** service received from Renew IT Bedfordview

Dear Sir/ Madam,

Claim reference number: C*** Contact number: ***

Email address: *** Without bias Trust to find you well, I wanted to take the time to re-count my experience at the Renew IT branch in Bedfordview; upon my visit on the 11th April 2023. As I sauntered into the panel-beaters premises, I went to the reception area where I was assisted by a professional lady who asked how she may assist. I responded to her, to say I need to see a Manager who can help me with feedback pertaining to my vehicle an Audi 1.8 that was at their establishment since the 28th February 2023. My concern was that, we were given assurance that the vehicle should be completed on the 07/04/2023 and it was beyond the time-frame provided. One would understand, the aggravation and sensitivity in the matter as we have been without mobility since February. The loan vehicle was also terminated at this point and being a school teacher, it was extremely difficult to impossible to commute. As a result, I was left with no choice and my hand was forced as I had to hire a vehicle which the costs amounted to +_ R8 000.

The lady at reception came back to me, to state and direct that I proceed to the Manager’s office named Kyra. I obliged to her directing, I entered the Managers office and I introduced myself to Kyra as Mr. Thabang Raphoto as a brother to the owner of the vehicle and with humbleness & humility explained the reason for my visit. Which was, we are concerned with the delays being experienced with the completion of the repairs to the vehicle. I also added that, when we call to obtain feedback we are not provided with the correct details of the current status of the vehicle. I informed her that it was mentioned to us, a couple of times of calling in that the vehicle has gone for polishing. However, I found this to be strange that the polishing process can take so long. She at the time, rep**** with courtesy that they had to order additional parts. I then asked that, why were we not informed of this additional part as this has created more and from nowhere just by my asking a simple and fair question, the conversation turned pear-shaped in a sense of Kyra being extremely bad-mannered towards me as a customer and she pointed her finger out at me screaming “as verbatim’’ get out of my office and wait at reception.

I was honestly left in utter shock; as I found her behaviour tremendously poor and I went out of her office as she aggressively demanded. I was stationed at their reception area for quite a long while, without anyone attending to me nor giving me the needed update. As I had a meeting with one of our Vendors at 09:00 am of that morning, I concluded to exit as it was apparent that I adding to the display of the place. This entire experience has left an extremely depraved taste in my mouth with the Renew IT business as a whole. As without prejudgment, I can confidently mention that if I was a different race/ colour, Kyra would have not handled herself in such an ill-mannered; she was racially classing/profiling, and I concluded that it is typecasts of “black people” being misunderstood. If she has the propensity to engage with people of colour in a similar manner and conduct I feel saddened as no one deserves to be treated in such a manner.

Furthermore, I would recommend for Renew IT to provide a racial profiling training as it will be able to educate staff personnel to better handle people from different ethnic groups and the benefits will be added ease to all as people of colour won’t feel profiled, suspected, targeted or discriminated against on the basis of their ethnicity, religion or nationality, rather than on individual available evidence. To Miway, as a country that understand the culture of South Africa it is also important for them to research the panel-shops they send the customers vehicles to as with social media and influence this would be damning to Renew IT business. In conclusion, yesterday we were contacted and informed to come collect the vehicle as they said it is successfully repaired. Upon my arrival, in the afternoon to pick up the vehicle as asked to do so we conducted an inspection/ quality check; as we went around the vehicle with Kyra I noticed that the right front fender is not properly repaired. I informed Kyra of this and also identifying that the clip for spotlight where they fit the bumper is broken. She maintained that all looks alright to her and she won’t replace any of the areas of concern it was at this point that she forced that I take the vehicle. I requested to speak to her Manager, she agreed without flinching that what Kyra says is regardless correct. As I was driving out with the vehicle, the spotlight cover fell to the pavement and they could see but still say they are not going to fix the problem. I took the pictures of the front of the vehicle from yesterday and I request Miway to advise on how this can be resolved as it is extremely disappointing to say the least.

Yours Sincerely,

Mr. Thabang Raphoto