Total lack of commitment & appalling after-sales service from OEM & Dealership

Our Ridgeway Race Team branded Peugeot Boxer was booked in at Peugeot Isando on Tuesday 23 October 2018 for a service AND to replace the radiator.

The race team collected the vehicle on Thursday 25 October 2018 and were on their way to the Impi Race in Kwazulu Natal (Friday 26th October 2018) when a passing motorist informed them of a visible water pipe or water leaking from the vehicle. They pulled over immediately. We phoned Peugeot Isando spoke to Sydney to inform him of what had happened only to be told that there is nothing they can do unless they can have a look at the vehicle. Then phoned Peugeot Head Office spoke to Keeran Bhagwandin, a Customer Relations Supervisor, to request a tow service for the vehicle – he advised they don’t have any vehicles to tow the Peugeot Boxer as one would need a flat bed. In the interim we had been phoning around and located a towing company that had a flat bed and could assist. We called phoned Keeran back and provided him with the details. Honestly, there was a serious lack of concern on Peugeot South Africa part and he kept saying he can’t promise anything, not even if it would be that same day that he could arrange the tow (it was afternoon – approx 14h30/15h00 that the van broke down). Breaking down in today’s times (high crime rates) their lack of concern, sense of urgency is totally unacceptable. Our race team, comprising of young school riders ended up having to stay over at a Bed and Breakfast for the evening – costs of course for our account!

We contacted Mike Darroll (Dealer Principal) of Peugeot Isando the following morning – we put him in touch with the race team and they arranged a tow service for the vehicle from the location in Kwazulu Natal to Peugeot Isando for inspection. The vehicle has been at Peugeot Isando since Monday 29 October 2018 to date (6 weeks). We phoned and emailed Peugeot South Africa (Keeran) & Peugeot Isando (Sydney (service manager) & Mike Darroll (Dealer Principal) on numerous occasions to follow up on the vehicle repair status and were told that there are two parts outstanding (namely the outlet hose and the timing chain kit). For the first couple weeks no details on the expected delivery date of the parts, nor any courtesy call on their part with any feedback whatsoever in this regard.

We had during this time communicated our teams intention to attend an event (the Roof of Africa beginning December 2018) and that they would need the van to transport the motorcycles to the event. Eventually race team became irate and requested we follow up daily with Peugeot service department so as to put pressure to get answers (i.e. estimated delivery date). Peugeot South Africa promised to get back to us within 24 hours each time we called for status update, however each time we called they still had no further information. Peugeot Isando most times did not even bother to return our calls – and when they did, they still could not provide additional feedback.

We were told that their system doesn’t have an option to view "part estimated time of arrival’s" – can you believe this?! Eventually around the end of October 2018 after chasing Peugeot South Africa and Peugeot Isando we get told that the parts "estimate arrival time" is the 07 December 2018 and or 17 December 2018 respectively as they will be coming in from France. We follow up continuously to enquire the reason for the delay but– no-one can provide answers – they don’t bother returning calls. Eventually we get feedback that the parts cannot be expedited in any way – we need to wait until they arrive. We even emailed Francisco Gaie who is the head of Peugeot Head Office and not had any response whatsoever.

Our Race Team then requested a loan vehicle – Peugeot Isando promised to get back to us but didnt. We called Peugeot South Africa – after a few days they agreed to provide a loan vehicle. The vehicle was collected at the airport but was not a suitable / similar vehicle to the one requested – specifically a Peugeot Boxer or similar. The vehicle provided was a Toyota Quantum Taxi ????. Race Team were not happy with this as was not suitable to load bikes & is also a high risk vehicle. We phoned Peugeot South Africa and communicated our frustration – they quite frankly didn't seem concerned but promised to phone the vehicle rental company and get the vehicle swopped for another. After phoning to chase this up for a few days they told us the rental company didn’t have other similar vehicles, but indicated that Peugeot Isando may have a loan vehicle and they have expedited the request to them as well. We then called Peugeot Isando, spoke to the Dealer Principal...and surprise....they too didn't have a vehicle to loan us.

Last week we called the dealer principal at Peugeot Isando to follow up once again on the parts arrival – still the same estimated arrival dates, however he said he couldn't guarantee they would even arrive on those dates. We asked if he could estimate how long it would take to fit the parts (once they arrive) which he too couldn’t answer. He couldn’t even confirm that the vehicle would even be ready this December 2018.

It is totally unacceptable how this entire situation has/is being handled. There is absolutely no after sales service – in fact there is much to be desired in terms of their service at Head Office and the Peugeot branch; bad attitudes & no follow-up. So now we sit and wait !!!

To anyone considering purchasing a Peugeot...think again...we certainly have ....our next race team van will definitely not be a Peugeot ..and not because of the van itself, just because of the horrific after-sales service we have experienced at all levels.