1 reviews | Active since Feb 2015
Parts paid for but not received or re-imbursed
<p>I purchased a power steering rack for a BMW from Tricia at Online car parts on the 30 July 2016 for an amount of R4500.00.<br />The earliest appointment available from a dealership for the installation of the steering rack was on the 11 August 2016.When the rack was installed the dealership discovered there was a problem with the steering rack and promptly removed it and replaced the old unit back into the vehicle.The dealership billed me an amount of R850.00 for replacing the steering rack,although they had to remove it again and replace the old unit.<br />On Saturday 13 August 2016 I returned the new (faulty) steering rack with the Online invoice to Online car parts.Tricia accepted the faulty steering rack and signed my Online invoice and stated she had received the part.Nkosi intervened and stated that he needed the invoice from the dealership that installed the steering rack whereupon I stated I did not have it with me but agreed to fax it to him on the Monday 15 August 2016.<br />On Monday morning 15 August 2016 I faxed the dealership invoice including the dealership remarks regarding the steering rack to Online car parts on ********** .I then called Nkosi thereafter to confirm whether he had received the fax to which he rep**** he had received the fax and all was in order.<br />On Tuesday 16 August 2016 Nkosi phoned me on my mobile phone and stated that he could not accept the invoice from the dealership as it was not printed but handwritten although it contained the dealership name stamped upon it.<br />I then acquired a printed invoice from the dealership and faxed it once again to Online car parts on ********** .<br />I have been attempting ever since to get hold of either Tricia or Nkosi or the manager.The reception lady tells me Tricia is not available,Nkosi is always busy with a client and the manager is not in the office.Each occasion I leave messages for someone to call me back but to no avail,no calls!!They are probably thinking of the next excuse not to handle my case!!<br />People I am not going away until this case is resolved!!Stop avoiding me!!<br />You people have my money and the faulty steering rack which constitutes theft,as I have been deprived of both not to mention the money I had to pay the dealership which I cant claim back from them as a result of your faulty steering rack!!<br />PAY BACK MY MONEY for the faulty part as well as the money I had to pay the dealership!!!!!!!!.<br />On Thursday morning 25 August 2016 I called Online Car Parts and asked to speak to Tricia and was informed by the receptionist Tricia no longer works there.I then asked to speak to Nkosi Khumalo and to my surprise he answered the phone and informed me his people were busy at the warehouse attending to my case and that he would phone me back at 13h00.By 15h00 he still had not called so I once again called Online Car Parts and was informed Nkosi was not available to speak to me.I again left a message and my phone number for him to call me back.By closing time at 17h00 he still had not phoned me back!!Still AVOIDING me!!!!</p>
Hello
Thank you for your submitting your complaint. We are fully aware of your situation.
The product in question is a highly technical and safety critical unit. You were required to fit this unit by an RMI approved workshop or similar accreditation. When we asked for the fitment details, an unprofessional piece of paper was submitted.
We offered you the courtesy to submit the appropriate documentation to us so that when we submit a claim to the supplier they would not just repudiate your claim on improper documentation. This process takes time and we are aware that it may be frustrating.
The supplier has an obligation to thoroughly inpect the Steering Rack and ascertain whether the goods have been propperly fitted or if it is actually a manufacturers fault. To date, we cannot ascertain the accreditation of the workshop which forms a pertinent aspect in the warranty claims process. Be that as it may, we have still entertained your claim and continue to engage with the supplier IN YOUR BEST INTEREST; as you are our customer.
I must admit we could have been in more frequent communication with you and I apologise on behalf of Nkosi. Tricia is unfortunately no longer with us.
Please allow us to rush the supplier for their report and their ultimate decision on the warranty claim.
I further apologise for the inconvenience this has caused you and humbly ask for your patience in this matter.
Regards
Customer Services
Hello
Thank you for your submitting your complaint. We are fully aware of your situation.
The product in question is a highly technical and safety critical unit. You were required to fit this unit by an RMI approved workshop or similar accreditation. When we asked for the fitment details, an unprofessional piece of paper was submitted.
We offered you the courtesy to submit the appropriate documentation to us so that when we submit a claim to the supplier they would not just repudiate your claim on improper documentation. This process takes time and we are aware that it may be frustrating.
The supplier has an obligation to thoroughly inpect the Steering Rack and ascertain whether the goods have been propperly fitted or if it is actually a manufacturers fault. To date, we cannot ascertain the accreditation of the workshop which forms a pertinent aspect in the warranty claims process. Be that as it may, we have still entertained your claim and continue to engage with the supplier IN YOUR BEST INTEREST; as you are our customer.
I must admit we could have been in more frequent communication with you and I apologise on behalf of Nkosi. Tricia is unfortunately no longer with us.
Please allow us to rush the supplier for their report and their ultimate decision on the warranty claim.
I further apologise for the inconvenience this has caused you and humbly ask for your patience in this matter.
Regards
Customer Services
The unprofessional piece of paper you are reffering to was in fact a valid handwritten invoice with the company stamp upon it with the remarks and signed by the workshop!The reason why it was handwritten and not printed was that the workshop was having complications with their printer at the time of issue and therefore were unable to provide a printed copy!I have since aquired a printed invoice from them which was submitted by fax to you on the 23 August 2016!
One other subject in question is the fact that you stated the part to be installed by a RMI approved workshop.Upon purchasing the part from Online not one of the counter sales representatives informed me of the importance of having it installed by a RMI approved workshop and neither is it stated on the Online Car Parts invoice issued to me..Obviously the sales team need more training!
The unprofessional piece of paper you are reffering to was in fact a valid handwritten invoice with the company stamp upon it with the remarks and signed by the workshop!The reason why it was handwritten and not printed was that the workshop was having complications with their printer at the time of issue and therefore were unable to provide a printed copy!I have since aquired a printed invoice from them which was submitted by fax to you on the 23 August 2016!
One other subject in question is the fact that you stated the part to be installed by a RMI approved workshop.Upon purchasing the part from Online not one of the counter sales representatives informed me of the importance of having it installed by a RMI approved workshop and neither is it stated on the Online Car Parts invoice issued to me..Obviously the sales team need more training!