RE: FORMAL COMPLAINT REGARDING NISSAN QHASHAI

Sent to *** 01.09.2022

RE: FORMAL COMPLAINT REGARDING NISSAN QHASHAI

The below is my detailed experience of the Nissan and CMH brand experience to date, which has been dissatisfactory, frustrating and now left me fearing for my safety in the above mentioned vehicle.

I, Onwaba Maholwana, bought the above-mentioned vehicle on 5th January 2021 from CMH Hillcrest, through Ashraf Cassim who was the salesman. Upon collection of the vehicle on this day, the service was highly disappointing as I waited over 6 hours whilst they tried to complete having the car ready. Upon collection, the salesman mentioned they had needed to change the back tyres and sort out registration, of which he would liaise to collect the vehicle to sort this out. On my drive home on the same day, I noticed a crack on the windscreen which the salesman confirmed he would sort out when he does the tyres.

January 2021 On 11th January 07:40 upon my getting into the car. The dashboard screen was white, as can be seen on the first attachment. I mentioned this to Ashraf that the screen was blank, and this was my second time driving the car since I had gotten it. He said he will check it when the car is with him. Later on that day, when I left work the screen was normal again, showing the standard analogue, which I relayed to Ashraf as well. My vehicle went back to CMH Hillcrest end January 2021 for the replacement of the back tyres, the windscreen and licensing. I received the vehicle back on the 4th February, after numerous follows to Ashraf Cassim. Licensing was still not complete. I waited almost three months for the completion of the licensing of the vehicle and plates. After numerous times following up with Ashraf, and the temporary license expiring. 28 May, I relayed feedback to Ashraf that after assessment at HQ; the new back tyres were splitting - see image; together with complaint messages to Ashraf where I asked for the details of the manager to lay a formal complaint. He advised me that the manager would call me; to this day no call was received, and I relayed this to him. No one got back to me. No one cared!

June 2021 Beginning June 2021, the vehicle had a failed battery and I needed to get this replaced, which I did.

December 2021 1st week of December 2021, the vehicle started feeling slow, struggling to go uphill. I took the car to CMH Pietermaritzburg and they concluded that the Turbo had packed up. A claim was submitted to Traffic which took a very long time to approve. I spent weeks without a car, where I eventually demanded to be escalated to the Manager for it to be seen to, who eventually approved it after some days. I have attached some correspondence. A claim was submitted on 9 December 2021 In all this, I had no car. Could only claim for the covered R2500 rental after 3 days, per Traffic's policy. The cover of R2500 only allows for a maximum day rental of about 4 days. My car was at CMH Pietermaritzburg for much longer, almost a month due to: - Part being on back order, and it being over the Christmas period, would take longer to arrive. - Upon part arriving, when they were replacing the Turbo, further damage was then caused to the computer board which meant another further stay of my car at the dealership, which required another part being ordered, and this took another longer period. The CMH Pietermaritzburg did their part in assisting me with a vehicle during the above mentioned time, after I insisted on seeing the dealer principal, Darryl Govender, and shared my horrible experience to date and poor service I had received. *correspondence to this effect attached*

January 2022 13 January 2022, I received notice that my car would be ready for my collection on 14 January 2022 at 9am. On 14 January 2022, I collected the car after 9am. On my drive to work, I noticed a strange sound of which I immediately voice noted the Service Manager, Brandon, asking if it was supposed to be making this sound, which I could equate to a loose cylinder that was rumbling. *Voice note attached* Brandon advised the car was tested and the engine was running normally and requested that I bring the vehicle back. I had only driven the vehicle for a few minutes and it had ANOTHER issue. I also noticed that the air conditioner was not working. It was on 18 degrees on cool, and was not cooling. Whilst it was at CMH Pietermaritzburg for over a month, I was told that it had been taken in for re-gas, it did not make sense why it was not cooling. Brandon advised that he would send for the vehicle to be collected from me at work in Nottingham Road, and get it sorted. He dropped me a Nissan Micra with his driver Michael and he took my car. The vehicle was returned by 14:00 same day and AC sorted.

February 2022 9th February 2022 I made contact with Brandon to book my 120 000 service. It was booked for 14th February 2022. All went well with this service.

April - May 2022 Mid-April 2022, the vehicle started making a long humming sound when it was stationary. On the 27th April, the engine light starting going on. I relayed this to the Service Manager who advised me to bring it in. I was extremely concerned that it was something serious, as it was resulting in the engine light being on. The car went in on 5 May 2022. This was not the 3rd major incident with the car, and I was extremely frustrated with it, and found it to be very unreliable and unsafe for me. I asked Brandon for assistance with a valuation whilst it was at the workshop. Brandon asked for the settlement information which I shared, and they started the valuation process.

The report from CMH Pietermaritzburg (attached) showed my vehicle as a 2015 model, however all my purchase paperwork reflected a 2016 model. I have attached my OTP paperwork, and have also included Thobile Ngubane from Hillcrest office in this mail. I relayed this information to Ashraf Cassim, salesman at Hillcrest CMH and he told me he no longer worked there. 5th May diagnosis and feedback from the CMH Pietermaritzburg was that the thermostat had given in, and that the vehicle was not safe for me to drive. They submitted a claim to traffic with all supporting documents (paperwork attached for your reference)

11 May, after repairing the thermostat, the workshop then reported that they picked up a leak. Supporting documents attached. 13 May feedback from Brandon (screenshot attached) Upon completion of the repair, the team at the workshop broke a bolt, which led to them having to remove the battery and then were subsequently struggling to get the car started and the engine light was switching on again, and vehicle not starting. They could not fix the problem, and assisted me with a courtesy vehicle, Nissan Almera, which was delivered to my husband's work place in Pietermaritzburg as I had his car, and had expected my car to be completed on this day. 16 May I followed up on the status of my car. Broken bolt was sorted, however the engine light was still on and the car was not starting. 17 May, the vehicle was being assembled and would be tested. The car was starting, however the engine light was still coming on and it started to jerk. Service Manager suspected wiring connection was the issue and would further investigate. 18 May, the vehicle was running and starting 100% confirmed vehicle to be ready for me on 19 May 2022 19 May, assembling completed and vehicle to be taken for a test drive. Vehicle confirmed will be ready for 20 May around 9am. I had an early start with meetings, and Brandon confirmed he would get the driver to deliver and take back their Almera. 20 May 2022 - vehicle sent back to me. Voice note of thanks sent to Brandon. Voice note shared. Enquired with Brandon regarding the shaking/wobble of the vehicle. 21 May 2022 - car still shaking, brooming, drumming sound coming from the car. Vibrations I could feel on the seat. Voice note attached for reference. 23 May - Brandon confirms probable cause for shaking car that it could be the CV joints. 17:46 car not locking reported via voice note. Not locking manually. Not locking with remote. Not safe. 24 May - Car squeaking. Car had been with CMH Pietermaritzburg for two weeks, and the shaking matter had been reported to be looked into when the car was at the workshop. This was not done, and subsequently matters were not fixed. (Voice notes attached) Traffic confirmed CV joints are covered, in conjunction with workshop failure report. Request to book the vehicle with Brandon and also asked they check the suspension of the vehicle. 25 May Brandon confirms to do the quote for approval and requires the vehicle for a day to fix. Brandon confirms he will get the team to do a 160 point check when the vehicle is with him. 31 May - booking for car made, however moved to 6 June due to me having work commitments. Brandon advised they did not have a car to let me use. June 2022 6 June - message recap to Brandon for things to be checked on my car: 1. CV Joints 2. All related to vehicle suspension - as mentioned it shakes quite badly, making sounds like things are not sitting well underneath. Car also started squeaking. 3. Check lock mechanism as reported pressing remote only lock back passenger doors.

Feedback from Brandon was that the front door motors needed to be replaced. Suspension control arms also needed to be replaced.

7 June - I confirmed the car was driving better. It had a squeaking sound, like an iron to iron grating against each other. Brandon advised that it could be the backing plate that needs to be readjusted as it sometimes does shift when CV joints are taken out. Why would it not be standard for this to be checked after CV joint work?

22 June - I sent Brandon a follow up voice note on the front door motors as I had not seen any claim requests and I had not feedback from him. I highlighted to him that I was not able to go to shops, malls or anywhere "untrusted as my car was not locking.

23 June - the screen was blank again. I reported this to Brandon who confirmed he had never experienced this before. This was the 5th time this was happening. Screenshot attached.

July 2022 I still had no feedback on the front door mechanism and suspension control arm quote. My car was still not locking. It was still at risk. 5 July - follow up and Brandon advised they were still waiting on feedback. I advised him that the car was making a very strange noise when it was driving. The claim was approved and the parts ordered. 21 July - work on car completed.

August 2022

29 August - driving to work (Nottingham Road) on the N3, passed T****ie car starts making a rumbling sound, like drums rolling. The sound persisted and became increasingly loud and more prominent. I drove for about 2km when it came to a TOTAL stop on the N3 whilst I was in the middle lane trying to get to safety. A truck was speeding behind, and it came close to taking my car out and me inside it off the road. 10 secs before the car came to an abrupt stop: it showed a red sign saying: old pressure low, then it died. I had the car towed to CMH Pietermaritzburg, where they advised they would diagnose and get back to me. I waited all day for feedback, with no idea how I would get home. 16:09 I received feedback that the car was not starting and it was not engaging. A claim was submitted to traffic so that they can repair this part, and once done they would do further checks on the cause of why it failed in the morning. 30 August - the claim was approved and Brandon placed the order, and they were try to locate the part

31 August - I was informed that the part was on back order and ETA was 22 September. This is almost a full month with me having no car. This month I paid R6138.35 for a car that I am not going to drive for an entire month. I have asked CMH Pietermaritzburg if I am going to be provided with a courtesy call, and Darryl Govender advised me this morning that I am not, as my car is out of warranty. The car that I bought per attached OTP agreement was a 2016 model. Per the specs that were listed on the cars.co.za advert that I responded to the warranty was 6year/150 000km.

Nevertheless, the above details an excruciating experience with Nissan and CMH brand.

"Shift expectations. | Just wait you drive it. | You can with a Nissan.| Innovation That Excites.| Built for the Human Race.

Life is a Journey. Enjoy the Ride."

I have included some of the Nissan slogans. None of the above has resonated with my experience. This vehicle has brought nothing but frustration, fear and currently makes me feel very unsafe and at risk. Per the detailed trail of the issues I have had, how could I be living to the brand slogan of Life is a journey and I should enjoy the ride? There have been problems after problems from 5 days after I got the car to date. The latest putting me at risk where I could have suffered great injury and possibly losing my life. I work 45km from my home, traveling on the N3 with a high composition of trucks on the road.

How does an entire business as big as Nissan expect it to be ok to refuse a courtesy car to a woman, when their product has been failing repeatedly with the latter putting me at huge risk due to the car failing. This is a bullying tactic where a big business is just shrugging me off, and treating me as a basic number, and placing me at your mercy. My car has been in and out of the workshop. It is either it was poorly manufactured, or the work that has been done on it has been subpar and of a poor nature: both which are responsibilities of CMH/Nissan, who's results have landed me here.

I have taken the time to compile this report as I am absolutely tired of paying for this frustrating and more than anything high risk vehicle. I have no confidence in this brand, and do not want to be a driver of a Nissan vehicle, ever. The above details a journey that has been least enjoyable! I urge you to take the time to go through my complaint in detail, and read through all enclosed supporting paperwork.

"Nissan is committed to a high level of customer safety, service and satisfaction" - do they really mean this?

My complaint was since this morning logged, and reference number given. I received a call from Vanecia, and I have been promised feedback, and until now have not received anything from them. I am on day 5 without a vehicle and reliant on Uber to get to work and back, whereas I am paying for a car, which I am not driving. It is so sad how big companies fail to use the same speed and vigor to attend to unhappy customers, as they do for closing sales, making deals and making money.