No replacement parts, without vehicle for 7 weeks

<p>I experienced a breakdown with my 2016 Renault Duster 4x4 while on holiday in Sodwana / Kosi Bay in October 2016.</p> <p> </p> <p>While doing a standard vehicle check prior to our departure back to Middelburg, Mpumalanga on 08/10/2016 I noticed that the engine coolant container was completely empty. The vehicle "Cooling Water Temperature Light" and accompanied beep did not activate during our entire trip. I topped up the coolant container and it was evident that the vehicle was loosing a substantial amount of coolant from the bottom of the radiator.</p> <p> </p> <p>The vehicle had just been serviced and had 16120km on the clock when the problem occurred.</p> <p> </p> <p>I inspected the vehicle externally for any signs of damage in the vicinity of the radiator, but could not find anything.</p> <p> </p> <p>We managed to find accommodation for another night in Kosi bay as I did not dare drive any further with the vehicle loosing coolant. I called Renault roadside assistance to tow the vehicle from Kosi Bay to the closest dealership (250km to Renault Richards Bay) and the vehicle on the same day.</p> <p> </p> <p>This is where the frustration truely started.</p> <p> </p> <p>Renault did not assist us with a replacement vehicle or transportion back home to Mpumalanga and we had to manage ourselves, arranging friends to drive all the way from Middelburg to Kosi bay just so we can get back home.</p> <p> </p> <p>The vehicle was booked into Renault Richardsbay on 10/10/2016 and the feedback from the dealership was that the radiator had suffered stone damage and needed to be replaced. As "stone damage" is not covered under the warranty I was to pay R4864.27 for the replacement part. I wanted the vehicle back as soon as possible and agreed to pay the dealership. </p> <p> </p> <p>I requested photos of the damaged radiator, but have not received anything to date. Later during follow-up calls I was told that the dealership will only do a comprehensive inspection when the replacement radiator arrives and they will send me photos at that stage.</p> <p> </p> <p>How the dealership can claim that stone damage is the cause of the problem and then ask the customer to pay for the damage when they haven't even done a comprehensive inspection is beyond me.</p> <p> </p> <p>After 2 weeks I was told that a replacemet radiator arrived from Durban, but it had been damaged and can't be used.</p> <p> </p> <p>After 3 weeks I escalated the matter to renault customer care, which promised to follow up on the delays. As usual I did not receive a call back or an update after the initial phone call.</p> <p> </p> <p>It has been 4 weeks since the vehicle broke down and after numerous calls to the dealership and customer care I only managed to get an estimated arrival date for the replacement radiator. I was told that the part would be in the country on 18 November and it was expected to arrive at the dealership on 23 November... This is 7 weeks after the breakdown occurred.</p> <p> </p> <p>Not once did Renault offer a replacement vehicle and not even a way forward on how the vehicle will get back to Middelburg once it is repaired.</p> <p> </p> <p>There is no grasp of the utter inconvenience caused by the delays with vehicle parts (which take almost two months to be delivered). There is no sense of responsibility and the general tone can be summarized as "Sorry sir the part is not available yet".</p> <p> </p> <p>Well guess what, it is not my fault you don't keep adequate spare stock levels in the country either.</p> <p> </p> <p>If I had known I would experience such issues with a new vehicle, I would have gone with a different manufacturer.</p>