Nissan South Africa

TO WHOM IT MAY CONCERN:

REF: ***6

I have asked you on multiple occasions to email me the full assessment report on my vehicle, but I have received no response as of today. I would like the following from you:

Full report on what the cause was. Dates and times my vehicle was worked on, as well as the documentation sent to the assessor for the warranty claim, when the claim was approved with the warranty department, completion of vehicle repairs.

Since my vehicle was towed in on the 10 June 2024, there is no proper communication regards to what is going on. I have to phone myself every week to make follow ups on the status of the repair of my vehicle with the Dealer (Johan) Parts (Amanda) as well as Nissan SA. (Case Worker Cecilia)

The only person who was willing to assist me with my queries was Cecilia from Nissan SA.

I have to phone around to follow up to see if parts has been delivered / ordered / collected, this is not my responsibility as a customer to do these follow ups.

I am in a huge frustration :

• 1stly the Dealer only have one mechanic in their workshop. Then the mechanic got sick and therefore no one to attend to my vehicle • Then during the follow ups there was a hold up with the claim and as per my understanding this was due to the Dealer not completing the claim documents correctly which cause another delay in repairing my vehicle • Then eventually the claim is approved and parts was ordered by the dealer order number *** this only happened on the 10 July 2024 – vehicle is standing since 10 June 2024 @ the dealer. • Cecilia phoned me and informed me the parts was ordered and will be delivered on the 18 July 2024 – Follow up with dealer 19 July 2024 no parts received at all. • Follow up again parts will be send on 19 July 2024, but once again not all the parts as there is still a Head Gasket not received, as there is no parts and a call was logged with Japan thus again a back order. Which was not even communicated to me by the Dealer nor Nissan SA – this was only informed to me by Cecilia on 19/07/2024 • Engineer was phoned the Head was already completed on the 11 July 2024 dealer was contacted by Yolandi and Ronald to come and collect the part this was never done only being addressed due to me as the customer following up – Thabo only went to collect the part on 19/07/2024 • Curtsey vehicle was arranged and approved but once again a catch to me as a customer – I need to pay R1500.00 upfront to receive the vehicle then if there is anything like a scratch on the vehicle, I will be held reliable for the costs, after I informed everyone that I have to travel a gravel road to work and home which I am not comfortable to do because on a gravel road you will get marks and scratches. How come the customer need to be held accountable for this if the rental vehicle has insurance then you will be able to claim yourself and not hold the customer responsible. I can understand if I was in a accident that I will be liable for the access fees but for other costs no way. It is not my fault as a customer that the vehicle parts has been discontinued for the Nissan NP200, if I as a customer knew that we will have a struggle with parts then I would not have bought this vehicle. This has never been disclosed to me. • Once again I will have to wait that parts need to arrive and in the meantime I need to struggle to get transport to work and for my children to get to school. I do not have any family or relatives that can assist me regards to transportation. Another follow up was done again 30/07/2024 as no feedback from Nissan SA or the dealership was received. ETA of parts is still unknown and could take up to 3 - 6 months this is unacceptable I cannot be without a vehicle this long - Nissan SA never even rep**** to the above email communication. No calls of feedback is being given. I want this issue to be resolved ASAP

This is causing a huge frustration and the fact that, I as the customer need to do follow ups on the status of my vehicle repair.

It is the Dealership and Nissan SA responsibility to ensure that the customer is being informed at all times on what is going on with their vehicle.

At the moment you are pushing me as a customer back and forth and not coming to a point to resolve my issues or to repair my vehicle and you are making excuses on when the vehicle will be repaired and not doing the best you can to assist your customers. My vehicle has been fully serviced thru the Nissan group since I bought it and from the very 1st time I have issues with your services.

The service with the Dealer as well as Nissan SA is very poor and I can ensure you never in my entire life I will buy a vehicle through Nissan again.

My Question once again how could this be my fault that there is no parts for my vehicle and why do I need to follow up with the dealer and Nissan SA regards of the status and repair time of my vehicle. If my vehicle parts is not available why don’t you provide me with another vehicle, I have to pay my monthly installments but I do not get serviced, my vehicle only had 88km on this is still brand new.

I need a resolution within 24 hours of my communication if no resolution was given then you do not give me a choice but go to the ombudsman.