Pathetic service.

I would like to share the experience that my fiancé and I have had with Peugeot Tygervally. They have caused so much frustration and they have given poor pathetic customer service and provide no crucial information that the customer requires and for some reason they never want to help no matter how nice you are being to then or no matter how many times you ask.

My fiancé and I purchased a car from them, the car was not brand new it had 30000km on the clock which means it would either be a demo or 2nd hand which we were fine with. When we asked if there was anything wrong with the car we were advised that it’s practically new and there is nothing wrong with the car. After purchasing the car we noticed that the car was idling lower than it should and it sounded like a diesel car which was weird and to top it off, the breaks were screeching. My fiancé then called the sales agent as he specifically told us if there is anything wrong with the car we should call him as he was our first point of contact. She told him about the breaks and he’s answer to her was it’s a basically new that is why the breaks are making a noise. I have never heard anything like this before in my life.

She then left it as she did not know any better as she does not know much about cars. I then called a few weeks later advising that the car is still idling low and there seems to be an issue with the car and the car is guzzling petrol. Keep in mind the car is a 1.0 L with a cc of 999 Cc with a fuel tank capacity of 50 L which would not last and we drove +-300km a month with the car we would need to fill up twice for the car to make it to 300km. This should have raised some suspicion or some alarm bells for the Sales rep. His words was oh the car is still new you need to drive it in. I mean come on I have a 1.4i modified Opel Corsa gamma with a fuel tank capacity of 45 L and about 55 including the reserve tank. I drive 120km a day for 4 days and then 20km for the 5th day and that will literally take half my tank or ¾ depending on how I drive.

The 3rd time I called was to find out how the service plan would work and if we could bring the car in for a service as the car was getting worse and it sounds like a truck, the breaks are screeching even more. The Sales rep advised me that the car will only be able to come in once the service light comes on. Fair enough that is when the maintenance plan will cover to the actual service, however when I requested if we could have the vehicle checked out because the initial problem we stipulated 2 months prior to the 3rd call and the answer I got was “No, bring it in when the service light comes on”.

On Saturday the 16/09/2017 the engine light came on which in the manual says it is the engine emission control system and we need to contact Peugeot with no delay. Unfortunately it was 6pm and they close at 5pm and are not open on Sundays. We then did not drive the car and I called them on Monday the 18/09/2017 and advised them of the situation and they told me to book the car in to run the diagnostic test. I dropped the car off at 8.44am and they advised me they will call me to let me know what the issue is. They called me just before 12pm to advised me that the diagnostic system they use is currently out of order, but the issue is a specific part that costs R10000 to replace which will be at my expense but they will try and contact the head office and there will be a smaller possibility that we will be liable for the R10000 and then they will still need to do the diagnostic test on Friday. I asked if the issue will be resolved once the 10k part will be fitted they could not guarantee me this. The requested I bring the car in again on Friday the 22nd to do the diagnostics so they could see if there were any more issues. With the car. I told them that I would rather prefer giving the car back as this was total poor service and poor quality vehicle. I was then told that I should have called up earlier with the issues, which honestly upset me because I called up for 3 months with the issue that possibly lead to this major issue and I was turned away each time. They then advised me that I was to call the mechanical department and not Peugeot. I politely stopped the person and told them that the sales rep failed to advise us of any process and he advised that we should contact him in regard to any issues, I then further added that the cars manual and contract advises that if there is a fault or if there is any mechanical issues we will need to contact Peugeot and we have done so on 4 occasions just to be turned away on 3 of them and then told that there is a possibility that we will need to pay more money. When I advised another person working at Peugeot about everything I have done and how I tried to work with them to have this resolved and got turned away she was surprised and her words were exactly as I thought. She advised the sales rep should have given us a break down of the process when it comes to services and checkups of the vehicle and I should not have been turned away, I should have been told to come in and have the car checked up as the warranty covers diagnostic tests. She then further said that if he was not able to help me he should have directed me to someone that can, but instead no ownership was taken and all they gave was pathetic customer service and expecting the customer to run around and causing extreme inconvenience and then still have the audacity to say that there is a possibility we will be charged for an issue that could have been picked up when the car was bought and we called up to request for assistance. The level of service was disgusting and as I am still within my rights as per consumer law to return the car within 6 month period without penalty fees and at the dealers expense. I would like to do so with all funds paid to be returned in full as I have tried to work with Peugeot on numerous occasions and got refused assistance until the issue escalated.