CitoenSA and MIOSA

Customer Experience-Citroen SA and MIOSA Motor Industry Ombudsman of South Africa.

As a pensioner, I looked for a small, reliable, easy to drive a car with reasonable safety features. I bought a used Citroen C1 from a franchised motor dealer in 2018. The vehicle proved to be a great purchase until the power steering started to fade and suddenly re-engage. I took the car to the approved Citroen/Peugeot dealer in Centurion. The service advisor requested that the service foreman inspect the vehicle. He stated that the power steering Central processing unit had to be replaced. He took a photo of the licence disc to ensure that he had the correct details to order the right part. I received a quote and a price for the labour of R1621.50.

The original quote for the part, part number and labour.

The dealer closed down at the end of December, and I bought the part from a family connection at Citroen in George. I took the car and my genuine part to the Citroen Dealer in Kempton park, and they fitted the part. They informed me that it was the incorrect part and that they had to order the correct one. As the dealer could submit a claim to CitroenSA to return the part, I was not concerned, credit my account and order the correct part.

Parts claim for incorrect part. A common occurrence in the motor industry so that there is no inconvenience to the customer. The copy is the Service Manager Sid, customer relations manager at Peugeot/ Citroen SA and Keeran Bhagwandin from Peugeot/Citroen SA.

The problems started, and Citroen SA refused to accept the incorrect part quoted from their approved dealer. I wrote to CitreonSA, customer care, and refused to take the part back into their national stock. They tried to pass the problem to the Trust Auto Group that had the Citroen Franchise in Centurion.

Peugeot/ Citroen SA approached the Trust Auto Group for intervention.

The second quote from a Citroen dealer for the correct part. Which I paid so that we could use the vehicle.

After a few emails between Citroen Customer care and myself, they stopped answering my emails as Covid closed down many organisations. I then took my request to the Motor Industry Ombudsman of South Africa. Their case manager received no response from Citroen SA and referred me to the National Consumer Commission.

A reply from the Ombudsman stating, no response from Citroen SA!

Solution That CitreonSA buy this part from me and place it in their National warehouse.