Sick and Tired

Complaint against Peugeot North-cliff I recently (27/02/2018) purchased a Peugeot 208 GTI 1.6 2013 model from Peugeot North-cliff. I purchased the car via trade in and finance which Peugeot arranged for me. I initially traded in my Peugeot ********** model purchased from the same dealership. (I experienced issues with this car as well but did not pursue due to knowledge on relevant procedures) 02/03/2018 A week after I purchased this vehicle I submitted my first quire to Peugeot on the 02/03/2018. I called ********** 777 and got through to the receptionist and she transferred me to the service department where the line was cut. I called in a couple of times without success and decided to request a managers details. I was told to speak to Michael as he is the service manager. I requested to be transferred to him without success. I sent him an email on ********** as per the website @ 02:25 p.m. The message reads as follows: “Good day Michael I trust you are well, I have been given your details with regards to my concern below. In the course of the week, I bought a second hand Peugeot 208 1.6 GTI from your dealership. Later the afternoon upon picking up the vehicle I noticed that there is a shudder coming from the rear wheels. I spoke to a few people on the premises but no one can point me in the right direction or give me the relevant assistance. Could you please assist with the matter as I would hate to cancel the deal and lose the car because of something so small? PS: I called a few service centres and the most common result seems to be “bearings” Thanking you in advance” I have received any response form Michael to this day. On the same day 02/03/2018 @ 02:25 p.m. I sent an email to Mark as well, as per the sales person. Its reads as follows. “Good day Mark I trust you are well, I have been given your details with regards to my concern below. In the course of the week, I bought a second hand Peugeot 208 1.6 GTI from your dealership. Later the afternoon upon picking up the vehicle I noticed that there is a shudder coming from the rear wheels. I spoke to a few people on the premises but no one can point me in the right direction or give me the relevant assistance. Could you please assist with the matter as I would hate to cancel the deal and lose the car because of something so small? PS: I called a few service centres and the most common result seems to be “bearings” Thanking you in advance” Till today Mark has not responded. 05/08/2018 The exact same email has been sent to the customer care email address at ********** on the 02/03/2018 @ 03:24 p.m. I received an automatic reply advising that the email is no longer in use as off February 2018 and I was advised to email ********** I sent the exact same email to ********** I did not receive a response. 05/03/2018 @ 07:20 A.m. Over the course of the weekend I noted a few things wrong with the vehicle and sent the email for assistance to ********** and ********** it reads as follows: “Good day To whom it may concern. On the 27th of February 2018 I bought a Peugeot 208 1.6 GTI 2013 model at the Northcliff branch. Upon receiving the vehicle I noted a few chips on the vehicle which I was okay with, afterwards I started realising more and more faults with the vehicle. I sent an email to the sales and service manager. However I have not received a response as yet. I understand there are time frames involved, I am okay with that. The reason for my complaint is because of the urgency and the amount of issues noted as per the below. 1. One tire does not meet the relevant requires as per the laws, I wanted to swop it out with the spare tire, just to notice that the spare tire has been replaced already. At least one of these tires needs to be replaced. 2. The clutch needs to be replaced, when I do stand still the car just dies out due to the clutch slipping as it starts to vibrate strangely. 3. There is a serious issue with computerised components – this morning I was traveling at about 60km/h when the car cut out completely and the notification stated something about brakes, “stop vehicle” if this happens in traffic It will cause accidents. 4. Sat Nav can’t be used as it freezes out. 5. The rear wheel bearings needs to be replaced as the car shudders. That is what I have noted this far and this needs to fixed or replaced as per the relevant legislation and laws. I am willing and ready to cancel this deal if this is not resolved – alternatively I will be taking the car to the AA so that they can note all other faults, should the above not be resolved. I await your response Thank you” An email was also sent the sales manager @ ********** 07:32 A.m. as I believe selling the car with so many faults is not fair to the consumer. The massage below reads: “Dear Sydney Trust you are well, Please have a look at the complaints email sent to your complaints division. I am in dire need of urgent assistance. Thank you” At 12:28 PM. On the 05/03/2018 I made contact with the Sales person and advised of my current concerns and issues. He took it upon himself to assist. This was done telephonically to his personal phone. As per the previous mail I sent to the customer service centre, I received my first response from Keeran @ 04:49 P.M on the 05/03/2018. It reads as follows: “Dear Juan Kok Peugeot South Africa acknowledges receipt of your below email. Kindly be advised that you are required to take this matter up with the selling dealership (Peugeot North-cliff) I spoke to Mr Pierre Kok who advised that they are busy with this matter and you are due to take the vehicle to them. Thank you foe taking the time to contact Peugeot South Africa. Kind regards” I feel that is not to my satisfaction, I mean customer service but I must deal with it myself. None the less at this point I already received assistance from the sales person. Because of the sales persons effort I sent a compliment to the same email address on the 08/03/2018 @ 08:57A.M. At this point, they replaced the tires and the issue with the car cutting out. They advised that the clutch is fine, I still believe it is faulty but I made peace with it. I asked the sales person to arrange polish for the front seat, he advised that it will be R50, I made a payment and the person responsible did not supply the polish and I did not get a refund either. I also spoke to the Sales person asking him if the cars idle should sound like a diesel operated vehicle – he advised that it’s normal. However on Saturday the 10/03/2018, my fiancé and I went to KFC to have lunch. In the drive thru the car cut out and would not start again. I informed the dealer ship and the service they provided was practically useless as I was stuck and has to embarrassingly ask someone to push my vehicle to another spot in the parking area. I was stuck for 2 hours before receiving assistance from an Authorised mechanic. Please note this is after the claim to have fixed the car cutting out suddenly – it has now become worse. I had to pay out of my pocket to have it repaired. It was the fuse box. I informed the sales person and he advised that he is happy the car is now functional. On the 14/03/2018 @ 08:16a.m I have not received any correspondence in terms of replacing the satnav, thus I sent an email to customer service again. It reads as follows: “Good day Keeran. Please advise what route I can follow to escalate my concerns? Most of the items have been replaced, however the SATNAV is still giving problem and cannot be used effectively. I have been told that Peugeot Northcliff will arrange a replacement with warranties but I am not getting any results. I do find it hard to belief that warranties will take more than a week to give relevant answers etc. Kindly advise who can assist me as I need and want to get this resolved so that I can enjoy my vehicle. Warm Regards” On the same day Keeran responded at 12:53p.m advising the below: “Dear Juan I have referred your below email to Peugeot Northcliff. Regarding our warranty system, yes it can actually take up to, 2-3 weeks for a response due to our system change. Kind regards” I responded with understanding and thanked him. In the meantime whilst I waited for feedback I experienced issues where the incorrect banking details was provided to Nedbank from the dealership. The bank could not receive the premium reflecting negatively on my profile. I made manual payment and resolved this scenario myself. On a Saturday, I can’t recall the date. I received a call from the service department advising that the parts have arrived and I should bring the car in that Tuesday for repair. As faith would have it, on this morning the car made a strange sound and the warning light came on advising imminent repair is required. Please note this is the exact same thing that happed with the previous vehicle. I advise the sales person. He said that he would take care of it. They called me later that afternoon advising that the car is of serious concern and that I cannot travel with the vehicle. Please note I did not have transport at this point. The service centre advised that they don’t have courtesy cars. I had to walk 16km home. However after receiving response of not having any courtesy cars. I attempted to get better service through sending the email to the customer service centre. “Good day Keeran I am in need of some assistance. Please do not involve the sales consultant as he is not to blame for this. Here is the scenario. As per the emails trailing below, I have experienced issues with the car upon purchase. It took a month for them to provide assistance in fixing the satnav system, however another issue came to light which is much more serious. The service department inform me that the damage to the car is of great concern because of the issue that came to light. I am not sure what the issue could be. However they advised that they do not have the parts to fix the problem and have to import it from France. They advised that it would take a minimum of 21 days. With that being said, they cannot offer me a courtesy car because there is none, however I do not have a spare car to get me to work. It seems that they are saying it’s my problem after I have experienced issue after issue with the vehicle. I would like to request that my problem be resolved or I would like to cancel the deal immediately. Although I appreciate the fact that they are willing to fix the problem and for the amount of effort put into that. I can unfortunately not be without a car for 21days. Please advise on how to proceed or what can be done. Thank you” I received a response from Jermain Wood advising that Keeran will be back on Monday 23/04/2018 and Keeran will give feedback before 11a.m. Like Keeran is the only one who can assist. None the less I waited until Monday and made arrangements to get home. Monday 23/04/2018 @ 11:25a.m I have not received a response from Keeran. I sent an email asking assistance to him once more. His response below: “Dear Juan Kok Peugeot South Africa acknowledges receipt of your below email. Kindly be advised that this matter is between your self and Peugeot Northcliff. Regarding this particular matter, Unfortunately there cannot be any intervention from Peugeot South Africa. Should you feel that our response is unsatisfactory, you are welcome to contact the Motor Industry Ombudsman South Africa, for a second opinion. (MIO Tel: ********** /***) Email addresses ********** The impression left is utterly appalling and I honestly don’t want anything to do with Peugeot at this point. I responded with the below: “Good day Keeran I am extremely disappointed with the lack of service from Peugeot. I was advised to refer any complaints and concerns to the Peugeot website where you responded from. Now you are telling me to lease with the ombudsman because you can’t assist with my complaint. This is pathetic service and I truly wish that I can cancel this deal!!!! “ His response “Hi Juan Kindly advise if I should email the below email correspondence to the dealership. Regarding this particular matter, Unfortunately there cannot be any intervention from Peugeot South Africa. Kindly be advised that this matter is between yourself and Peugeot Northcliff. Should you feel that our response is unsatisfactory, you are welcome to contact the Motor Industry Ombudsman South Africa, for a second opinion. (MIO Tel: ********** /***) Email addresses ********** To me it seems like they do not wish to offer assistance as they clients have nothing to fall back to. On the 23/04/2018 I proceeded in informing the ombudsman of my scenario. On the 02/05/2018 I received a call to come and collect my car as it has been repaired. Surprisingly I asked why it did not take 21 days – the service consultant stated sometimes it happens quicker than usual. I was very sceptical. I received my car to see that the notification no longer appears on the dash, however the warning still remains on, longer than usual. Please note at this point the satnav has still not been sorted out after they advised the part are ready and available for repair. On the 05/05/2018 the sales person made arrangements to come and collect the car for repair – he advised that they will be updating the system software as it seems to be the problem. On 05/05/2018 it was not resolved. On the 06/05/2018 they came to collect the car again. They advised it has been updated and should be working. After work I tested the satnav and realised that it’s doing the same thing. They advised I will have to wait so that they can import more software to be installed. I am assuming that it will take another 21 days. However, on the 07/05/2018 I noted that the car still makes the same sound it did when the repair warning came on. I thought it might have been my imagination. I travelled alone to work and could not ask a second opinion. Today the 08/05/2018 my fiancé travelled with me to work and advised that she can hear the same sound. I asked the sales consultant if he is sure that they fixed the issue, he advised that I must call the service centre. Conclusion. It seems that Peugeot are not replacing of fixing anything, they are buying time and temporarily provides a solution but not repairing anything. I feel after 4 months of battling to have the car I proper order and not getting anywhere is valid reason for me to cancel the deal. I have been patient because I truly liked the car but that has been taken away from me completely. I wish to cancel as it will be a risk for me to keep this vehicle as a breakdown in imminent and I am not willing to pay almost R5000 per month for a vehicle broken due to poor company ethics and procedures. I will no longer be driving the vehicle until this is resolved.