passion for making customers unhappy

Dear Service

I Thpelo Joshua Mohitlhi would like to express my unhappiness and frustration with the above mentioned branch. my Renault Kiger intense was booked -2022/07/18 for check up because I was experience funny noises when I brake and there was a rattling on the left hand side of the vehicle.

the day I collected the vehicle it was washed but when I got home the holders that the strings hanging backboard in the boot was broken. i reported the matter and I was promised that it would be replaced. yesterday I went back to the branch to follow up on the matter after waiting for a week without a phone call or any feedback. the renault service consultant told me that they will have to order it but through my warranty, immediately i booked another service appointment because the noise on the brakes and the rattling sound was still there.

when i got home it clicked that the lady said she was gonna order the broken part through my warranty or garrantee, that's when i decided to call today - 2022/7/27 to question the claim through my warranty or garrantee. i objected to the claim because i never broke the holder and i was assured that they will replace the holder. what makes me more angry is the fact that this Lady told me that its my word against their and how will they know if i didn't break the holder. i further asked if that was the case their wash bar people should have reported the matter when the noticed that i was broken and that didn't happen meaning the issue happened there, this is my first brand new car and that alone should tell you the level of caution i will take. but sadly she is accusing me of lying about this broken holder which is unbelievable.

what annoyed me most was the fact that this renault service consultant told me that i will have to take this matter up with the manager and when i asked why cant she just report the matter she said i have to do it because i don't want them to claim through my warranty or guarantee. this is really unprofessional and undermining because first i came back after a week without getting any feedback or call, secondly after i called to object the claim story i was told i must call again or come and speak with the manager and mind you i am usingmy resources. it seems like customers have to always beg at this branch for any customer service. i earlier went to by my car in bloemfontein because of the bad service i received after i had qualified with the same Kimberley branch.

i need my issue to be resolved immediately both the holder and the noises that i am hearing in the car. i am very disappointed with the customer service i am receiving and i will make a noise until all my problems are resolved. although this is a private matter and i want to keep it here. however i do promise to take this matter on public social media platforms if i matter is not resolved quickly. its totally unacceptable and sad when you read what renault say about passion for life. my question is that are they passionate about giving bad customer service?

very unhappy customer Thapelo Mohitlhi cell: *** ID:*** 087 VIN:MEEHBC***