MY UTTERMOST DISGUST IN A BRAND NEW CAR I BOUGHT, AND SERVICE LEVEL RECEIVED FROM RENAULT BRACKENFELL/TYGERVALLY - WITH NO RESPONCE

RENAULT SOUTH AFRICA

To whom it may concern

KWID – 47KW EXPRESSION

On 23 November 2016 I bought a brand new Renualt Kwid from your Brackenfell Branch in Cape Town. The salesman was Mohammed Ismail. When I drove the car off the showroom floor, I was worried about the brakes of the car because it was making a strange noise, but assumed it was normal and that I should just get use to the new car and its “sounds”. A few weeks later my son in-law drove the car, and also noticed the strange noises and decided to phone Mohammed and share our concern.

According to Mohammed they were aware of the problem with the brakes of the Kwid, and advised my son-in-law to bring the car in to the dealership at our earliest convenience. Due to the fact that I am the sole breadwinner, I need my car daily for work, and took the car in to the Brackenfell dealership for its annual service on 11 October 2017.

On 11 October 2017 I arrived at the Tygervally branch and was greeted by Theresa. She told me that they are not aware of any problems with the braking system on the Kwid. I, in turn, explained to her what Mohammed said, but she was not interested in my problem. According to her, Renault gets build in France, and in France traffic is much worse than in South Africa so they designed the Kwid with a “harder” breaking system to be able to deal with all the braking. Did not make sense to me that this “special design” is making a noise, but I am no fundi when it comes to cars. I spoke to one of the guys at the workshop and he explained that some of the Kwid’s have a problem with their brakes, something about the brake fluid not getting through and that is causing the noise. He told me that he fixed it and that I am good to go. I was very happy with the good news.

Unfortunately on the 13th of October 2017 I had to go back to the dealership… The noises on the brakes were back, and worse than before. At this stage a bigger problem surfaced; the engine management light came on, and according to the Kwid Manual one should not drive further when this light comes on. The problem was apparently a “short”. Earth cable had to be replaced. This was done, and I drove off. With brake noises still going strong, and now having a noise on the gearbox as well.

Three days later the engine light came back on again. I phoned the dealership and they said I should bring the car in. I explained to them that I need to get to work, and requested a courtesy car, on which they said they do not offer courtesy cars. I phoned Mohammed and according to him the dealership should give me a courtesy car for the inconvenience, especially because it was a new vehicle with an old problem. The dealership could not assist, and said I should drive the car with the management light on, and if the car breaks along my route, they will fetch me and tow the vehicle in for repairs. I could not believe that this was the answer I received from them who was more than happy to sell a new vehicle to me less than a year ago.

I phoned Mohammed again to ask for assistance. He unfortunately left the Brackenfell branch and said I should phone Sophia to assist. Sophia also confirmed that they do not give courtesy cars to customers anymore. So now my hands were tied.

I have to drive with a car that is making funny noises on both the breaks and the gearbox, the management system light is on and the dealership (Tygervally) basically tells me to drive the car until it breaks along my route because I cannot afford to spend another day at the dealership (away from work) in order for them to “fix” something the car has been handed in on numerous occasions before.

I asked to speak to the Dealer Principal, and was advised that he is either in a meeting, not in office or in Johannesburg. How can it be that the manager is never available?

So I had to put in another day’s leave, and take my car to Tygervally Renault – without a courtesy car, they told me that they can take me to work but cannot fetch me again (I work 60km from my home) So this is a big problem.

I sat there while they were checking my car, and overheard the lady at the counter discussing me with one of the clients, saying that she “cannot understand how a customer cannot comprehend that a car is “man” built, and errors do happen. It is the same as buying a stove or a microwave. You do get “factory faults” even if it is a brand new product”. I did not react to her conversation, even though I wanted to get up and give her the following feedback… if this ordeal happened at a home store, they would have made a much bigger effort in their customer service and provided me with the feedback and necessary professionalism you would expect from a supplier.They would have done a much better job at trying to satisfy a customer who spend R5 000 or R10 000, not to mention spending R140 000 (the amount I spent at Renault)

After waiting at the dealership for hours, they said they cannot service my car because it is not a year old yet, but they made notes of the “problems”. I made an appointment for the 2nd of November 2017, and they assured me that they will have the necessary parts in stock when my car comes in for the service. Low and behold, when I took the car in on the 2nd of November, the specific part was not ordered yet, and my car stood at the dealership for 2 weeks. When I went to fetch my car, the so called “part” was not changed. They only did an oil change, and may I add an very expensive one. They Told me that they are adding a very expensive oil and that this will solve the problem I must just wait for the oil to work through the system. Two weeks for an oil change?… that is impossible.

Interesting, the guy at the workshop said I am the 3rd person that is complaining of a noise on the brakes. He said they will order the part and would have it by the 10th of November 2017.

14 November 2017 I had to take leave once again because Tygervally dealership does not have courtesy cars, and I work in Wynberg – too far for a “drop and go”. My son in-law escorted me to the dealership. I asked to speak to the Manager, but they were in a “meeting”…I spoke to Anja, who promised to ask someone to call me to provide feedback with regards to the fixing of my car. That afternoon my son-in-law received a call from the dealership advising him that I should fetch the car, and that they will be in contact when the part arrives. So the part was still not replaced, but they assured him that it is safe to drive the vehicle.

I went to fetch my car, and was utterly disappointed. The car was extremely dirty inside, with the windows wide open; oil on the steering wheel (I assume from dirty hands); a cool drink cap on the floor; sweetie papers on the seat and my service book not in the car. I left the dealership, with a reminder from their side that they will be in contact. On 29 November 2017 an email was sent to Johannesburg for assistance, but nothing happened. Later that day I received an email from Theresa (Tygervally Dealership) saying she was under the impression the problem was fixed, but she will make urgent work of the issue, and revert soonest. On the 27th of December 2017 (Finally) I received a call. They informed me that the part is there. On the 29th of December 2017 my son in-law took the car in. They fixed the problem and off he was.

This morning 04/01/2017 the engine management light came back on again??? My son in-law took the car in. When we got there, there was another couple complaining about exactly the same problem.

What the hell??? What do I have to do to fix this problem. I am fed-up!

I would like to make an urgent request to someone at Head Office to assist me with my endless issues, bad customer service (actually none at all) received from the Tygervally Dealership and utmost frustration in the Renault Brand. I do not know what else to do, except hand the car back to the dealership’s second hand division.

This mail was send two times to two different people and no feedback was received.

I would also like to know if you would be happy driving a brand new car full of problems? I am at the point where I don’t want the car anymore.

Awaiting your feedback and advice.

Thanking you in anticipation.

Kind Regards

JORINA VAN BLERK Cell: ********** 6 Cheetah road Zoo Park Kraaifontein 7570