Engine replacement, parts procurement, 3 months without vehicle

Item: Peugeot Citroen South Africa
Rating: 1
Author: Christina van den Bergh

My 2016 Citroen DS5 broke down in February 2019. It was towed to Peugeot Hatfield the follwong week. They informed me that my car needed an engine replacement. Since then I have been waiting for 'parts'.

I have been without a vehicle for close to 3 months. Peugeot Hatfield has all kinds of excuses, I sent a email last week asking about progress - no response. I emailed again yesterday asking and only received a reply stating confirmation of receipt of email.

I have read many of the reviews on Hello Peter regarding the poor service especially concerning parts procurement.

I expect Peugeot Citroen South Africa to follow up and make my case a priority. Inform me of the exact state of the parts procurement and finish replacing my engine ASAP.

This is the worst customer service I have ever experienced.

Helpful (0)

Replies (5)

Peugeot Citroen South Africa's replyOfficial

14 May 2019, 09:14

Customer Relations Supervisor will contact you soonest, to discuss further. We will internally address with the intervening dealership, thereafter a way forward will be granted.

Thank-you
PCSA Management
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Peugeot Citroen South Africa's reply14 May 2019, 09:14

Official

Peugeot Citroen South Africa's replyOfficial

14 May 2019, 10:23

Thanking you kindly for taking our call. As per your telephonic feedback Hatfield has completed the engine fitment and requested documents for engine clearance. Reference Case ***.
Customer Relations will still follow up with the dealership.
Thank-you
PCSA Management
***

Peugeot Citroen South Africa's reply14 May 2019, 10:23

Official

CvdB

Christina van den Bergh's updateReviewer Update

14 May 2019, 10:35

Thank you. For Future reference I recommend that the dealership request the documents from the client in advance, as to expedite the entire process.

CvdB

Christina van den Bergh's update14 May 2019, 10:35

Reviewer Update

Thank you. For Future reference I recommend that the dealership request the documents from the client in advance, as to expedite the entire process.

Peugeot Citroen South Africa's replyOfficial

14 May 2019, 11:23

Respectfully noted and fully agreed, as this is normal practise.
Reference Case ***
Thank-you
PCSA Management
***

Peugeot Citroen South Africa's reply14 May 2019, 11:23

Official

Respectfully noted and fully agreed, as this is normal practise.
Reference Case ***
Thank-you
PCSA Management
***

Peugeot Citroen South Africa's replyOfficial

15 May 2019, 14:27

Thanking you kindly for the required documents - Case Manager will follow up with Hatfield
Reference Case ***

Thank-you
PCSA Management
***

Peugeot Citroen South Africa's reply15 May 2019, 14:27

Official

Thanking you kindly for the required documents - Case Manager will follow up with Hatfield
Reference Case ***

Thank-you
PCSA Management
***