No Assistance from Renault Motus Bloemfontein - Poor Customer Care

On Tuesday (24 January 2023) our 2020 Renault Duster 1.5 DCi Prestige went into LIMP mode. We immediately phoned Renault Bloemfontein. We were informed they will not be able to assist us on Wednesday, but we can bring the vehicle to the workshop on Thursday the 26th of January 2023. This was not a problem, but Mr. Muller informed them we need the vehicle since we had a prior commitment in Pretoria we had to attend during the weekend (27-29 January).

Mr. Muller had to contact the service department at 11:53 to hear if the vehicle was received and, in the workshop, again at 14:51 as the vehicle was not yet being worked on. Mr. Muller contacted them again for the 3rd time at 15:53 to hear what the issue was with the car as no feedback was given prior to it. Mr. Muller was informed on the 3rd call that they are not sure what the status is on the car but will call back. At 16:03 the first call came from Motus Bloemfontein saying that the car will be ready for collection at 5pm as they are still doing diagnostic. Motus called again at 16:32 to notify Mr. Muller that the car will not be ready for collection at 5pm as they indicated that the intercooler on the car had to be replaced. The service department asked if Mr. Muller required a courtesy car due to the workshop not knowing how long it will take to receive the part as there is a big back order on the intercooler. Mr. Muller received a Renault Triber 1.0 at 17:30 the afternoon as Motus Bloemfontein did not have any other vehicles left to give to Mr. Muller. This was excepted due to the short time frame Motus had and that Mr. Muller had to drive to Pretoria the next morning but was noted that this will not be permanent solution as a hire car as Mr. Muller drives ±850km in a day when he travels for work hence, he bought the R400 000.00 Renault Duster at the time and a 1.0 Triber was not going to be safe a practical car to drive long distances. It was explained that Renault Bloemfontein is only required to give a car for 6 days, there after Renault SA will provide a car hire.

On Tuesday (31 January 2023) Mr. Muller had to phone the branch to get feedback - Only to be informed they have not yet received approval from the warranty to order the parts. Suddenly their "Renault will provide a vehicle after six days" has changed as well. On Thursday Mr. Muller went to the branch to find out what the situation is – They indicated that it will take 4 to 6 weeks for the part to arrive but could be longer.

As proud Renault drivers and supporters, I had a Renault Sandero Stepway, my brother had a Renault Clio and my father drives a Renault Fluence, we are terribly sad and disappointed in the lack of customer care. We are paying more than R 7000.00 per month on an Automatic Renault Duster 1.5 DCi PRESTIGE, only to receive a Renault Triber 1.0 as a courtesy car (a vehicle that does not come close to compare with the Duster in performance/power, driving comfort or the comfort of having an automatic gearbox and Cruise Control on long trips)- Surely Renault can provide Mr. Muller with a car that is more suited for long distance as the Renault Duster was bought for work purposes and we ask that Renault SA treat its customers better than that.