DEALERSHIP LEAVES CUSTOMER TO FIGHT THEIR OWN BATTLES WITH THIRD PARTY SERVICE PROVIDER

<p>When you buy a vehicle, the sales person simply cannot talk to you enough. You get sales calls daily, sometimes every alternate hour. When you book your expensive vehicle for a service, they still want to talk to you - maybe not THAT often. Should there be a problem with your vehicle's service, you may never hear from Renault Northcliff again - even if your car has been standing at their dealership for more than 10 days! This is what happened to us. We booked our Duster for a service on Tuesday 13 June 2017. Later that day, we got a call from Renault Northcliff, explaining that they would not pay for the service (we had a service plan on our Duster), because the vehicle was booked in 2 (working) days too late. There was nothing they could do! They had no control over their vehicles' service plans. It was out of their hands, despite the fact that we gave the R250 000.00 TO THEM when we bought the vehicle. We were told to phone the company who administered their service plans - Liquid Capital. My wife, who needs this vehicle to transport our disabled child - was devastated. We bought the Duster because of its size - much easier to move our 13-year old daughter, who cannot walk, in and out of the vehicle to get to her special needs school. It has been 10 days since we booked our vehicle in and still we are without our (very much needed) vehicle. So, why is this unacceptable? Firstly, the only two occasions on which we have heard from Douglas at Renault Northcliff were to ask "how we're doing with our negotiations with Liquid Capital?”. When we were considering buying the vehicle, we got two calls a day, never mind two calls in ten days... ! Secondly, we are expected to deal with a third party on our own. We had to contact Julia at Liquid Capital. So, is it not the role of the dealership (Douglas at Renault Northcliff) to talk to THEIR service provider (Julia at Liquid Capital)? We had no relationship with Liquid Capital and Renault simply shuffed us off to get Liquid Capital to do their work. "Selling is easy" ... Renault Northcliff would agree. "Serving your customer is supposedly someone else’s problem" ... Renault Northcliff would again agree! So, here we are. Ten days without an answer from Renault Northcliff. Ten days without feedback from Liquid Capital. Ten days without a car, desperately needed to transport our disabled daughter (who must be carried everywhere). I can only assume that both Renault Northcliff and Liquid Capital would like us to silently disappear, until we're of course wanting to spend our next quarter of a million Rand on this non-customer centric dealership and brand. We remain hopeful that this dealership and brand will redeem themselves, hopefully still sometime this year ...</p>