Nissan South Africa failed us

Hi Natasha. Thank you for your response, unfortunately it is factually incorrect though. There was no diagnosis of a broken key in the ignition. In fact there was no broken key and no key at all in the ignition. The facts are that the car was taken to Nissan to replace lost keys. This "external factor" therefore did not exist as the keys were lost. This is the first I am hearing mention of a broken key and it is untrue. The job and our request was for a replacement of the lost keys. My dad had lost the keys that weekend and when we had called Nissan on Monday morning and explained that we needed replacement keys, they said it would be quick and easy to replace, all we had to do was bring in the car. We had it towed there as my mom had just been in hospital and we needed to have the car keys replaced speedily so that we could get her appropriate medical help as she needed it. We trusted that it would indeed be replaced speedily, we trusted the Nissan brand and we trusted the Nissan expertise. When we received the first invoice of over R8k, we queried this high amount and were told that it was standard procedure to replace the ignition too when the keys were lost. We trusted their expertise at the time and paid that invoiced amount, only to realise later that there was no expertise at all as subsequent invoices then came in as we found out because they had omitted to order the transponders in the first place and omitted to include the cost of re-setting the vehicle. Please note that the car was in their possession so they knew what model and year it was when they did the first invoice, so it was their inexperience, lack of expertise and or lack of communication at the branch that led to these omissions. Further it took a period of 12 days to return the car to my parents. A job that should take only 1-3 days took 12 days to complete, is this also standard procedure? This is called unreasonable delay. If we had known it would take so long we would have towed it elsewhere, but we trusted the Nissan brand. Nissan South Africa has not given so much as an apology for the unreasonable delay but has only denied any responsibility, and has failed to make any amends for this delay that cost my aged parents dearly. We feel very wronged by the delay and by the fact that each day we were told we would receive the car that day or the next and this carried on for 12 days. We were forced to pay over R14k in total to get our lost keys replaced. Even if the ignition had to be replaced as we were told, does it really cost over R14 000.00 to replace the ignition and keys of all 2005 Micras? Is this also your standard cost? We also feel wronged by the subsequent invoicing after the first invoice as it appears that your branch managers should have had the expertise to understand what would be involved in key replacement no matter the year of the car and were not upfront with the costs, time frames or lack of experience with cars like ours. Had they been upfront we would have towed it to Nissan, Ladysmith whom we have subsequently spoken to in order to understand if we were unreasonable in our expectations, and who assured as that we should not have had to pay over R14 000.00 and that it should not have taken longer than 3 days to replace and return to us.