Amicable resolution at last : Lefu Mohoaduba.

The Consumer market hero!...

Motor industry of South Africa (consumer market three months consumer end user proteacted battle rescued on hero note.

Mercedes Benz South Africa bad customer service experience of about 3 months turned into testimony by LEFU MOHOADUBA of National consumer commission call center.

Customer bought a brand new Mercedes Benz C200 of year model 2022 that broke down on its 10th day of taking delivery confirmed by computerized diagnostic test to be due to manufacturers malfunctioned component.

The breakdown was reported to the dealer and then escalated to the Mercedes Benz South Africa ( MBSA ) however matter reached the motor industry ombudsman of South Africa (MIOSA) as it was never resolved.

While on the verge of further escalation to the National consumer commission and possibly the National consumer commission tribunal, a single call to National consumer commission for in- house procedures and advice answered by one of the call center officials; Mr. LEFU MOHOADUBA who listened carefully to customer's ordeal, provided his expertise in a very polite, humble cordial, and professional manner that eventually resolved the matter that was for more than two months before the MIOSA ombudsman unsuccessfully on account of no attennable resolution

The recommendation letter of the MIOSA ombudsman was full of material defects, an indications that MIOSA never app**** his mind to the informations and evidences before him that valified the recommendation.

The MIOSA ombudsman attention was drawn to the above defects that he responded in writing to as "TYPO ERROR" on the letterhead of the MIOSA.

Customer spelt it out to the MIOSA ombudsman that typo error is an admission of guilt that vilify the recommendation and advise that the ombudsman rescinds the recommendation.

The MIOSA ombudsman while seemingly siding with the dealer permitted dealer to deduct customer money in line with rights of supplier as documented in the consumer protection act:

"Recommendation by the MIOSA:

With the above in mind the office of the MIOSA concludes that we cannot support the expectations of the complainant as stipulated in her submission to have the said vehicle replaced. However, it is the MIOSA’s considered opinion that the cancellation of the sales agreement with the above terms is the best outcome for both parties involved. It should be noted that the respondent has the right to deduct costs as suggested in their offer, in terms of section 20(6) of the Consumer Protection Act No. 68 of 2008. The respondent should implement the cancelation process within fifteen (15) working days upon receipt of this letter.

VERY IMPORTANT NOTICE

Should the consumer decide to lodge a complaint with the National Consumer Commission (NCC) a copy of the MIOSA case file, free of charge, will be supp**** to the consumer which must be filed with the complaint at the offices of the NCC. In the event of no further communication being received from the consumer within 7 days from date of the recommendation letter, the MIOSA file will be closed".

The MIOSA ombudsman also failed to indicate what money and how much money?

The MIOSA ombudsman recommendation ended by giving seven (7) days to customer to refer to National consumer commission if unhappy and fifteen (15) days to dealer to implement the recommendations. The days were calculated from the date the recommendation was communicated to both parties

In flight of fairness and not allow the arm of the law to be cut short, customer seeked advice from the National consumer commission in a phone call while preparing to refer the matter to the National consumer commission as the only resort

Consumer's phone call to the National consumer commission was answered by Mr. Lefu Mohoaduba, who after patiently engaging with the customer, suggested that customer put all concern around the award on the email to the MIOSA ombudsman and copy all parties as the seven (7) days given to the customer on the recommendation was not passed.

Customer never knew this could be done as the MIOSA ombudsman stipulate in his recommendation that if customer is not happy, customer must refer the matter to National consumer commission.

In a tinkle of an eye, what could have led to another battle and for months at the National consumer commission as a result of the MIOSA ombudsman recommendation was amicably resolved. Time, resources, revenues and stress of protracted case amongst others was saved, customer dignity restored and matter did not have to burden the National consumer commission because the Mercedes Benz South Africa suddenly got a wake up call and seized the opportunity to officially write to the customer with a view to final resolution that eventually closed the matters and all parties were happy in closure.

Lefu MOHOADUBA many thanks for listening and sharing your expertise in service with the customer, please continue to keep the the consumer market to the standards comparable in the whole world.

Lefu, please do not rest on your oars. Well done Hero...

Dr. Aina Ayodele Adetokunbo.